The short answer
Contact your internet provider about a service fault, even if the public outage checker shows no area outage. Record when the problem happens, which devices and outlets are affected, the connection technology and any visible equipment warnings. If the provider requests internal cabling checks, keep its reference and test findings for the assessor. These observations help define the next investigation; they do not prove that either the NBN network or your internal cable is faulty.
Start with the provider and a clear description
nbn directs customers with loss of connection, dropouts or speed concerns to their phone and internet provider. Its network-status page also says an individual service may have a fault when no network outage is detected at the address. A clear outage map is therefore not a reason to assume that the internal wiring must be replaced. Keep the provider involved while the fault is being assessed.
For a Redlands home or office, write down the actual symptom: no internet anywhere, intermittent dropouts, one room affected or one application failing. Include when it began and whether it followed a move, renovation or equipment change. Keep observations separate from conclusions. Saying that the study disconnects while the lounge still works gives the next person more useful information than calling every problem an NBN fault.
Identify the equipment before interpreting lights
nbn explains that a connection box links its network to your router, while the router distributes connectivity to your devices. It also notes that FTTN and FTTB connections do not use an nbn connection box. Ask your provider to confirm the technology and identify the equipment involved rather than assuming that every property has the same arrangement.
From a safe, accessible position, record the equipment model, light labels, colours and whether they are steady or flashing. Use the guide for that exact technology and device with your provider. Avoid a universal rule such as all lights must be green. Do not open equipment, disconnect fibre, enter a ceiling space or remove an outlet to gather evidence. A photograph of visible labels and lights is enough to begin the discussion.
Useful observations and what they leave unresolved
This is a preparation table, not a remote diagnosis. Record what happened and let the provider or assessor decide the next test.
| What you notice | What it may point to | Useful next check |
|---|---|---|
| Several devices lose internet at the same time | Ask the provider about the service and shared equipment | Record the time, warning lights and whether every connection method was affected. |
| Only one room or Wi-Fi location has a problem | Include the local coverage and connection path in the assessment | Note whether the same device works elsewhere without changing several settings at once. |
| One labelled data outlet appears to be affected | A customer-cabling investigation may be relevant | Identify the outlet, device and known network end; do not open the socket or assume the cable is broken. |
| No area outage is listed, but the problem continues | An individual service issue remains possible | Keep the provider reference and ask what has actually been tested. |
Keep one short fault record
A consistent note helps avoid repeating the same explanation to the provider and the cabling assessor.
- The service address, provider, confirmed connection technology and a contact who can authorise access.
- The first occurrence, recent examples with date and time, and whether the symptom is constant or intermittent.
- The affected devices, rooms and outlet labels, plus whether each used Wi-Fi or a cable when the fault occurred.
- Visible equipment lights and relevant error messages, with account numbers, passwords and private screens omitted from general enquiry photos.
- Any checks already directed by the provider, their results, the fault reference and the specific internal work it has requested.
- Recent cabling, renovation, furniture or equipment changes, including anything that was moved just before the problem began.
Agree what an internal investigation will cover
Ask the assessor to identify the eligible customer-side outlets and cable paths, the tests proposed and any limits on access. A provider's request to check internal wiring is useful context, but it is not itself a diagnosis or authority to modify provider-owned equipment. Request findings that can be taken back to the provider if the internal investigation does not explain the symptom.
ACMA describes registered cablers as able to perform or supervise customer communications cabling, while carrier or NBN-owned cabling is outside that role. Ask to see registration and confirm the scope before fixed cabling work begins. ACMA also describes the signed compliance statement for completed cabling work; it may use the approved form or another compliant written statement. Do not confuse that completion document with a guarantee that an intermittent service fault has been resolved.
Example scenario: a problem after moving a desk
Example scenario: a Redlands office reports dropouts after a desk was moved to a different outlet. Staff record that the affected computer uses a cable, identify the outlet label and note whether other devices were working at the same time. They retain the provider's test reference and ask the assessor to trace the relevant customer-side connection rather than requesting replacement of every cable.
This is hypothetical, not a report of a completed job. The outcome could require provider follow-up, local equipment checks or cabling work depending on the findings. Agree what will be documented, which outlets or tasks will be checked afterwards and how continuing symptoms should be reported. The aim of the initial enquiry is a useful investigation scope, not an unsupported promise of a repair.
Sources used for this guide
Published guidance was checked on 2 November 2026. These sources support the technical and safety points above. The planning checklists help prepare an enquiry; the appropriate work still depends on the property, equipment and agreed scope.
- nbn: contact your provider Provider contact for service loss, dropouts and speed concerns.
- nbn: network status and outages No detected area outage does not rule out an individual service fault; follow up with the provider.
- nbn: understanding your connection box Connection-box and router roles, visible checks and the FTTN/FTTB equipment distinction.
- ACMA: find a registered cabler Registration, customer versus carrier cabling boundaries and written certification of completed work.