How to Fix an NBN Modem That Keeps Dropping Out or Needs Frequent Restarts

Summary

This guide helps you troubleshoot and resolve: How to Fix an NBN Modem That Keeps Dropping Out or Needs Frequent Restarts. Follow the steps below to fix the issue.

Common Causes

An unstable NBN connection can disrupt business operations and productivity. If your modem frequently drops out or requires manual restarts to restore internet access, this guide will help you identify common causes and apply effective solutions to stabilise your connection.

Quick Fix Steps

1. Power cycle your NBN connection box and modem by switching them off at the wall.
2. Wait at least 60 seconds before switching them back on.
3. Check that all cables are firmly connected and free from visible damage.
4. Test the connection using a device connected via Ethernet cable to rule out Wi-Fi issues.

Detailed Instructions

1. Check Physical Connections

Loose or damaged cabling is one of the most common causes of intermittent dropouts.

1. Inspect the telephone wall socket where the NBN connection box is plugged in.
2. Ensure the Ethernet cable running from the NBN connection box to the modem's WAN or Internet port is secure.
3. Check the power cables for both devices and ensure they are plugged directly into a wall outlet rather than a power board where possible.
4. Look for any frayed or bent cables and replace them if necessary.

2. Perform a Full Power Cycle

A full power cycle clears temporary faults and resets the synchronization with the NBN network.

1. Switch off the NBN connection box at the power point.
2. Switch off your modem/router at the power point.
3. Wait 60 seconds to allow capacitors to fully discharge.
4. Switch the NBN connection box back on first and wait for the optical or DSL light to become solid.
5. Switch the modem back on and wait for it to fully boot up.

3. Test with a Wired Connection

If the connection is stable on a wired device but drops on Wi-Fi, the issue is likely related to wireless interference or modem placement rather than the NBN line itself.

1. Connect a laptop or computer directly to the modem using an Ethernet cable.
2. Disable Wi-Fi on the device to ensure it is using the wired connection.
3. Monitor the connection over several hours to see if dropouts continue.

4. Check Modem Indicator Lights

Modem lights provide immediate insight into where the connection is failing.

• Power: Should be solid. If flashing, there may be a power supply issue.
• Internet/WAN: Should be solid when connected. Flashing or off indicates a problem with the NBN link.
• DSL/Optical: Should be solid. Flashing usually means the modem cannot synchronise with the NBN network.
• Wi-Fi: Should be solid or flashing during activity. If off, wireless may be disabled.

5. Reduce Wi-Fi Interference

Wireless dropouts are often caused by interference from other devices or physical obstructions.

1. Place the modem in a central, elevated location away from metal objects and thick walls.
2. Keep the modem away from microwaves, cordless phones, and baby monitors.
3. If your modem supports both 2.4 GHz and 5 GHz bands, connect business-critical devices to the 5 GHz band for better stability.
4. For more help connecting devices, see How to connect to Wi-Fi.

6. Check for Overheating

Modems that overheat can become unstable and drop connections.

1. Ensure the modem is not enclosed in a cabinet or stacked on top of other electronic equipment.
2. Check that ventilation vents are not blocked by dust or papers.
3. If the modem feels excessively hot to the touch, power it off and allow it to cool before restarting.

Troubleshooting

Connection Drops at the Same Time Daily

Regular dropouts at a specific time may indicate scheduled interference or an NBN network issue.

• Note the exact times dropouts occur.
• Check if other appliances (such as pool pumps or air conditioners) turn on at the same time.
• Contact Open a Ticket if the pattern persists, as this may indicate a fault on the NBN access network.

Modem Requires Daily Restarts

Needing to restart the modem every day is not normal behaviour and suggests a hardware or configuration fault.

• Check for modem firmware updates through the manufacturer's administration page.
• If the modem is more than four or five years old, it may no longer handle current NBN speeds reliably.
• Consider requesting a replacement modem if hardware failure is suspected.

If you have recently changed internet plans or had new equipment installed, allow up to 48 hours for the connection to fully stabilise.

Avoid performing a factory reset on your modem unless instructed by 220 Internet Services support, as this will erase your internet configuration and may require re-provisioning.

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