Troubleshooting NBN Dropouts
What does it mean when we talk about a "dropout" with your internet connection?
A dropout happens when your device loses its connection to the internet. This can be a brief interruption or a more prolonged loss of connectivity. Different types of dropouts require specific troubleshooting methods, and the first step is to figure out which part of your network is facing issues.
Are all your devices losing connection simultaneously?
If it's only one device experiencing the dropout, it's likely a problem with that specific device. If the device, such as a computer or TV, is connected using a cable, check that the cable is securely connected and also try using a new cable. It is possible for cables to have internal faults that are not visible, such as a broken wire strain.
If the device is connected wirelessly, try connecting using a cable instead (if supported) to rule out any Wi-Fi interference issues. If your device can't connect using a cable, try using it close to your modem/router with other electronic devices in your home turned off at the PowerPoint. This also helps to rule out any Wi-Fi interference issues.
If the issue persists, you can perform further checks using the command prompt (on a Windows computer).
You can find the command prompt by searching "command prompt" in the Start Menu's search bar (see above).
In the black box at the command prompt, type "ping 192.168.0.1" and hit enter (where 192.168.0.1 is the IP address for your router).
Router IP addresses can vary between brands and models. You can locate yours by looking at the back or underneath of your router as shown in the below example.
After hitting enter at the command prompt:
- if you receive replies, this means your device is successfully connected to your router. This means issues are potentially after your router (not between your device and router). Check your router is properly connected to your wall outlet or NBN Connection Box (where applicable, not all connection types have an NBN Connection Box).
- if the ping times out, this means the dropout issue is somewhere between your device and the router, or possibly with the router itself. For a wired connection, this might mean a faulty cable. For a Wi-Fi connection, issues like Wi-Fi interference or connectivity problems may be at play.
Are the dropouts occurring on Wi-Fi only?
If devices connected using a cable are not having any problems, you will need to troubleshoot your Wi-Fi. There may be interference from other devices, or the signal strength is poor. Wi-Fi boosters may help; these are available from stores such as JB Hi-Fi, Harvey Norman, and Officeworks and form part of your in-home setup.
Are the dropouts affecting all devices on both cable and Wi-Fi connections?
You've narrowed it down to internet dropouts.
Step 1: Keep a log of dropout times and note how long the connection stays offline. Record the steps you've taken to fix the issue, like restarting the router or NBN equipment.
Step 2: Perform a power cycle for a fresh start. Check here to learn more.
Step 3: For FTTN/FTTB/FTTC connection types, make sure the router is isolated at the primary phone point, without splitters or filters on the line.
Step 4: Contact Technical Support. They will check the line's stability and possibly conduct further testing.
Step 5: For FTTN/FTTB/FTTC connection types, test with another router. NBN Co prefers to see that the problem has been replicated on a different router for speed and dropout faults.
Step 6: For FTTN/FTTB/FTTC connection types, check the cabling within your premises, especially if you have more than one phone point/wall socket. You may need a licensed cabler to improve your internal wiring. Click here for more information.
Is it worth fixing in-home/building wiring?
Without doubt! Internal wiring can cause dropouts and significant speed loss. If you have additional legacy (old phone) outlets in your home, removing these often improves FTTN/FTTB/FTTC connections.
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