To troubleshoot issues with your internet service please check the following:
- What is the status of the lights on your satellite modem? (Solid Amber, Solid Blue, or pulsing white)
- Do you have a router connected?
- What is the current weather conditions? (rainy, overcast, etc)
- Is there anything blocking the satellite dish?
What do those lights mean?
Pulsing white - your satellite modem is unable to synchronize to the NBN network
Solid Amber/Orange - indicates sleep mode or is not detecting any device connected
Solid Blue - your satellite modem is properly synchronized to the server and has a device connected to it.
Red - recent firmware update has been completed and needs to be rebooted
To Troubleshoot:
- Check physical connections: The ethernet cable should connected from the UNI-D1 port (in some rare cases in UNI-D2 if you have more than one NBN service) of the NBN box to the LAN port of your computer or the WAN/Internet port of your router (if you have one)
- Power cycle your devices: Turn off your satellite modem, router (if you have one) and your computer. Leave off for 15 minutes and turn back on in the sequence mentioned. If the light is still pulsing white or solid red then proceed to step 4 and 5, if it's steady orange or blue, please proceed to Step # 3
- bypass the router: disconnect the cable from router (if you have one) then connect it directly to the LAN port of your computer
- Create a broadband dialer - see the following link for instructions: https://support.clearnetworks.com.au/index.php?/Knowledgebase/Article/View/40/0/how-to-create-a-pppoe-dialer-in-windows-7-to-10
- Try a different cable
- Try a different computer (if available)
In case the problem still persist even after going through all the instructions above, then you may send an email to [email protected] and we will escalate it to NBN. Any trouble going through the instructions above, you may call our support number at 1300 855 215. We are open Mondays to Fridays 9am-9pm.
Nellie A
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