If you're having issues with your NBN service, looking at the lights on your NTD (Network Termination Device) will let you know where the problem is. If all the lights are lit up in the correct way as shown in the diagrams below, you know the problem is most likely with the modem, not NBN itself. Alternatively, if the lights are not correctly lit up, you can understand the problem is most likely an NBN issue. When you call Moose NBN to fix your issue this information will help our team rectify any problem more efficiently.
Every connection type except for FTTN will have an NBN supplied box (NTD) in addition to your normal modem.
See the graphics below regarding status lights on different connection types. Sections highlighted in a green border are what you want to be seeing for an active service.
HFC
|
Status |
Meaning / action |
|
All lights are steady green |
• Your nbn Connection Box is working |
|
Online: Off |
• There's no internet connection • Check the nbn Connection Box is securely plugged in and power point is switched on • Ensure the coaxial cable connecting your nbn Connection Box to the wall is securely screwed in at each end • If you're still not connected to the internet, call us on 1300 566 673 for assistance |
|
Online: On |
• Your nbn Connection Box is updating its firmware • Allow up to 30 mins for the update to complete and the lights to return to steady green |
Fixed Wireless
Here's what each light signal on your Connection Box means and what to do:
|
Light |
Action |
|
Power |
Off: Check the Connection Box is plugged in and the power is switched on Red: The connection Box is running on battery power and the battery is low Solid / flashing green: Connection Box is operating normal |
|
Status |
Red: Reset the Connection Box by turning it off at the power point, waiting 30 seconds then turning it back on. Allow a few minutes for the lights to settle into a stable pattern Blinking amber: The device is starting up. Wait for the light to settle to a steady green, then try your internet connection again Solid / flashing green: Connection Box is operating normal |
|
ODU |
Solid red: Reset the Connection Box by turning it off at the power point, waiting 30 seconds then turning it back on. Allow a few minutes for the lights to settle into a stable pattern. If the ODU light stays red after the reset, call us on 1300 566 673 for assistance Blinking red: There is an error. Call us on 1300 566 673 for assistance Solid / flashing green: Connection Box is operating normal |
|
Signal Indicator |
The colour of the light (red, amber or green) indicates the strength of the wireless signal. No action is necessary for this light |
FTTP
Note: If you can't see the lights, remove the cover by pressing the two clips at the base upward, then pulling the bottom of the cover out and up to remove it completely.
FTTC
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