Vodafone nbn™ connection troubleshooting guide
This support article will assist you with common Vodafone nbn™ connection issues.
From time to time there may be planned maintenance by nbn™ or unforeseen incidents that may cause an outage. Check out the nbn™ website for maintenance updates.
Initial troubleshooting steps
If you’re unable to connect to Vodafone nbn™ using your Vodafone Wi-Fi Hub™ or Compatible Modem, try these troubleshooting steps:
Turn your device off at the plug.
Unplug all cables then reinsert them into the correct ports. If you have FTTC, FTTP or HFC, make sure the ethernet cable is plugged into the red port labelled ‘WAN’ on your Vodafone Wi-Fi Hub™. If you have FTTN or FTTB, make sure the nbn™ telephone cable is plugged into the port labelled ‘DSL’ on your nbn™ connection device. These cables should make a faint clicking noise when correctly plugged in. You may have a spare cable in your modem box.
Wait 2 minutes and turn on the device. Wait for the internet light to turn solid or flashing green – this may take up to 15 minutes.
If you’ve tried these steps and still can’t connect to the nbn™ network, please give us a call when you’re at home on 1300 801 122.
If your issue requires an appointment to fix, you can change the appointment time by giving us a call on 1300 801 122. You’ll need to notify us at least two business days before your appointment in order to reschedule. If nbn need to reschedule your appointment, they’ll send you a text message with a link for you to select another time that suits you.
Vodafone Wi-Fi Hub™
Here are some common troubleshooting steps relating to the Vodafone Wi-Fi Hub™. For more information about the modem, check out our Vodafone Wi-Fi Hub support page or if you’re using a Compatible Modem check out our Compatible Modem support page.
Vodafone Wi-Fi Hub™ and 4G Backup with nbn™
If your Vodafone Wi-Fi Hub™ has switched to 4G Backup and the ‘3G/4G’ light has turned on, the nbn™ connection should automatically reconnect to the nbn™ network when it becomes active again. You’ll know when the nbn™ network is active when the ‘internet’ light is activated and the ‘3G/4G’ light has turned off.
If your Vodafone Wi-Fi Hub™ does not switch back to the nbn™ network, you may be able to manually switch it back. There may be an issue with the nbn™ connection device or the Vodafone Wi-Fi Hub™. If you follow these options and still haven’t reconnected to the nbn™ network, please give us a call on 1300 801 122. Our team can then troubleshoot and arrange an nbn™ technician if required.
4G Backup troubleshooting steps
This option is only needed if your technology type means you have an nbn™ connection device in your home connected to the Vodafone Wi-Fi Hub™ (including Fibre to the Premise, Fibre to the Curb, Hybrid Fibe Co-axial or Cable).
Check that all four lights on your nbn™ connection device are on and not flashing. If any of the lights are off or flashing, follow these steps:
- Use a pin to hold down the ‘reset’ button on the back of the nbn™ connection device for 7 seconds until the lights on the front of the nbn™ connection device start flashing.
- Give the nbn™ connection device up to 10 minutes to reconnect to the nbn™ network.
- If all four lights are still not on, or the ‘3G/4G’ light on your Vodafone Wi-Fi Hub™ is on, follow the steps below.
Check that the ‘POWER’, ‘INTERNET’ and ‘WIFI’ lights on your Vodafone Wi-Fi Hub™ are all solid green and not flashing. If any of the lights are off/flashing/red, or the ‘3G/4G’ light is on, follow these steps:
- Check that all cables are connected properly. If you have FTTC, FTTP or HFC, make sure the ethernet cable is plugged into the red port labelled ‘WAN’ on your Vodafone Wi-Fi Hub™. If you have FTTN or FTTB, make sure the nbn™ telephone cable is plugged into the port labelled ‘DSL’ on your nbn™ connection device.
- Perform a Power Cycle by turning off and unplugging the Vodafone Wi-Fi Hub™, waiting 30 seconds, then plugging the Vodafone Wi-Fi Hub™ back into the power outlet and pressing the ‘power’ button on the back of the Wi-Fi Hub™.
- Give the Vodafone Wi-Fi Hub™ up to 5 minutes to reconnect to the nbn™ network.
- If any of the lights remain off/flashing/red, log into the dashboard for the Vodafone Wi-Fi Hub™ and check if there’s a firmware update.
If you’re unsure how to login, you can also perform a factory reset on the Vodafone Wi-Fi Hub™ which will automatically install any updates.
If your Vodafone Wi-Fi Hub™ is still connected to 4G Backup, you may want to perform a factory reset. Please be aware, performing a factory reset will restore any customization to the default (including any Wi-Fi name or password changes), disconnect any saved devices and automatically install any new firmware updates (this may take up to 10 minutes). Follow these steps:
- Use a pin to hold down the ‘reset’ button on the back of the Vodafone Wi-Fi Hub™ for 7 seconds until the lights on the front of the Vodafone Wi-Fi Hub™ start flashing.
- Give the Vodafone Wi-Fi Hub™ up to 10 minutes to reconnect to the nbn™ network.
- If the ‘POWER’, ‘INTERNET’ and ‘WIFI’ lights on your Vodafone Wi-Fi Hub™ are still not solid green, or the ‘3G/4G’ light is on, give us a call on 1300 801 122.
Slow connection speeds
Connection speeds through the nbn™ network will vary. There are many factors that affect the speed you'll receive.
If you're experiencing slower than usual connection speeds using your Vodafone Wi-Fi Hub™ or Compatible Modem, here are some troubleshooting steps.
Run a speed test
Head to the Speedtest website on your device and follow the prompts. It's best to test your speed at different times during the day.
Switch between the 2.4GHz and 5GHz signal
5GHz will deliver faster speeds but has a shorter range than 2.4GHz. Try using the 2.4GHz signal on some devices and others on the 5GHz signal.
Run a speed test again
Head to the Speedtest website again and follow the prompts to see if the speed improves.
Still experiencing slow speeds?
There may be an issue with your connection to the nbn™ network. Connect your computer to the Vodafone Wi-Fi Hub™ or Compatible Modem with an Ethernet cable and run a speed test again using the Speedtest website. With the results, use live chat on this page and we can investigate.
Additional information
There isn’t a fee if the nbn™ technician finds a fault.
However fees may apply if you miss an appointment or if no fault is found on any nbn™ equipment or infrastructure.
| Fee | |
|---|---|
| Missed Appointment Fee | $75 |
| No Fault Found (no nbn™ technician sent out) | $50 |
| No Fault Found (nbn™ technician sent out) | From $150 |