Frequently Asked Question

Advanced Troubleshooting Steps
Last Updated 2 years ago

STEP 1: Power Cycle Device

  • Power Cycle your device
  • Press the power button on router to off
  • Take out power cord
  • Take out Ethernet cord
  • Leave off for 30 seconds to 1 minute
  • Plug Ethernet cable back into WAN port on router
  • Plug power cable back into back of router
  • Turn router back on
  • Wait 5 minutes for router to connect to internet

Please note: sometimes you may have to do this a few times and you will find the router will finally connect

STEP 2: NBN Ready WAN Enabled Router

  • Make sure you have an NBN ready WAN enabled router?
  • The router will usually have a WAN port on the back indicating that it is WAN enabled.
  • If your router does not have a WAN port it is more than likely not an NBN ready WAN enabled router
  • We suggest to go to your nearest Technology retailer to purchase a compatible router
  • We find that TP-Link and D-Link are the most user friendly. Netgear is another great brand but is more technical

STEP 3: Ethernet Cable

  • Make sure you have an Ethernet cable
  • We suggest also having a spare one and try plugging that one in after you have tried to unsuccessfully to connect to the internet following the troubleshooting guide.
  • If you already have the Ethernet cord plugged in as per Get Connected Guide. Make sure they are pushed in correctly
  • Please don’t confuse Ethernet cable with phone cable. Phone cables are smaller and are usually grey, cream in color and the end is different and smaller to an ethernet cable.
  • Please see images of Ethernet cables on the left to make sure you have the correct cable. Ethernet cables come in all different colors as well. Generally they are blue or yellow

STEP 4: Securing Cords

  • Make sure that one end of Ethernet cable is plugged into Port 1 on the black box (ONT/NTD) and the other is plugged into the WAN/Internet Port of your router.
  • Again make sure the cables are securely in place

STEP 5: Router Settings (wireless)

  • Log into Router settings using a web browser on your computer
  • This information is on the bottom of your router
  • Please make sure the following is in your router settings:
    • Internet provider – PPPoE
    • Connection Type is set to “Always On”
    • WAN Type (this could also be in WAN settings) is set to Ethernet
    • VOC Phone Username and Password is entered correctly

Once logged in go to internet settings

Please note: wording can be slightly different on each router brand but will but will be similar to the above.

•If you change any settings, make sure you press “Apply” or “Save”

•Sometimes you will connect straight away, other times you may have to power cycle device as per STEP 1 directions

If your router will not allow you connect via wi-fi please follow “Configuring Router via Ethernet Cable”

Please note: If you have a Netgear Router you will have to setup internet manually and not through internet wizard. Please go to “Netgear Router Setup”

STEP 6: Last resort option

PPPoE Direct Connection. This is last resort option and will confirm where the issue is. This may indicate there might be a black box or router issue. If you cannot connect direct through black box go to STEP 7. If you can connect direct to black box that will indicate there is a router issue which you will have to contact your router manufacturer to see if it is faulty or some unknown settings may need to be changed to connect. Please follow PPPoE Direct Connection Guide

STEP 7: Checking lights

Check Black Box (ONT/NTD) lights. They should be flashing Green. The RF light is the only one that will be red if you do not have your TV or Foxtel plugged in. If any of the lights are not green, please email us at we will log a fault and look into the issue with the black box and will contact you as soon as it is fixed. If any of your lights on your router are not green, please refer to your router user manual for guidance

STEP 8: Final Troubleshooting Step

If you have followed all of the above and are still unable to connect to the internet, we will then send out a Technician. If the issue is a network fault it will be of no charge. However if it is to be not a Network fault and an equipment fault (eg, faulty router) a call out fee will be applied.

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