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 and network outages.
Initial troubleshooting steps
If you’re unable to connect to Vodafone nbn® using your Vodafone Wi-Fi Hub™, TP-Link VX420-G2H 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™ or TP-Link VX420-G2H. 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 using Live Chat 24/7 in the My Vodafone app (for the best experience) or on this page. You can also give 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 co ltd 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™ and TP-Link VX420-G2H
Here are some common troubleshooting steps relating to the Vodafone Wi-Fi Hub™ and TP-Link VX420-G2H. For more information about the modem, check out our Vodafone modem support page or if you’re using a Compatible Modem check out our compatible modem support page.
Vodafone Wi-Fi Hub™ and TP-Link VX420-G2H with 4G Backup
If your Vodafone Wi-Fi Hub™ 3.0 or TP-Link VX420-G2H has switched to 4G Backup and the ‘LTE’ or ‘4G’ light has turned on (or ‘3G/4G’ light if using the Wi-Fi Hub™ 2.0), 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 ‘LTE’ or ‘4G’ light has turned off.
If your Vodafone Wi-Fi Hub™ or TP-Link VX420-G2H 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 modem. 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™ 3.0 (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 20 minutes to reconnect to the nbn® network.
- If all four lights are still not on, or the ‘LTE’ or ‘4G’ light on your Vodafone Wi-Fi Hub™ 3.0 is on, follow the steps below.
Check that the ‘POWER’, ‘INTERNET’ and ‘WIFI’ lights on your Vodafone WiFi Hub™ 3.0 are all solid green and not flashing. If any of the lights are off/flashing/red, or the ‘LTE’ or ‘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™ 3.0. 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™ 3.0, waiting 30 seconds, then plugging the Vodafone WiFi Hub™ 3.0 back into the power outlet and pressing the ‘power’ button on the side of the Wi-Fi Hub™ 3.0
- Give the Vodafone Wi-Fi Hub™ 3.0 up to 20 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™ 3.0 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™ 3.0 which will automatically install any updates.
If your Vodafone Wi-Fi Hub™ 3.0 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 option (including any WiFi name or password changes), disconnect any saved devices and automatically install any new firmware updates (this may take up to 10 minutes). To perform a factory reset, follow these steps:
- Use a pin to hold down the ‘reset’ button on the back of the Vodafone Wi-Fi Hub™ for 10 seconds until the lights on the front of the Vodafone Wi-Fi Hub™ start flashing.
- Give the Vodafone Wi-Fi Hub™ 3.0 up to 20 minutes to reconnect to the nbn® network.
- If the ‘POWER’, ‘INTERNET’ and ‘WIFI’ lights on your Vodafone Wi-Fi Hub™ 3.0 are still not solid green, or the ‘LTE’ or ‘4G’ light is on, give us a call on 1300 801 122.
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™ 2.0 (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™ 2.0 is on, follow the steps below.
Check that the ‘POWER’, ‘INTERNET’ and ‘WIFI’ lights on your Vodafone WiFi Hub™ 2.0 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™ 2.0. 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™ 2.0, waiting 30 seconds, then plugging the Vodafone WiFi Hub™ 2.0 back into the power outlet and pressing the ‘power’ button on the back of the Wi-Fi Hub™ 2.0.
- Give the Vodafone Wi-Fi Hub™ 2.0 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™ 2.0 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™ 2.0 which will automatically install any updates
If your Vodafone Wi-Fi Hub™ 2.0 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 option (including any WiFi name or password changes), disconnect any saved devices and automatically install any new firmware updates (this may take up to 10 minutes). To perform a factory reset, follow these steps:
- Use a pin to hold down the ‘reset’ button on the back of the Vodafone Wi-Fi Hub™ 2.0 for 7 seconds until the lights on the front of the Vodafone Wi-Fi Hub™ 2.0 start flashing.
- Give the Vodafone Wi-Fi Hub™ 2.0 up to 10 minutes to reconnect to the nbn® network.
- If the ‘POWER’, ‘INTERNET’ and ‘WIFI’ lights on your Vodafone Wi-Fi Hub™ 2.0 are still not solid green, or the ‘3G/4G’ light is on, give us a call on 1300 801 122.
This option is only needed if your technology type means you have an nbn® connection box in your home. This includes Fibre to the Premise (FTTP), Fibre to the Curb (FTTC) and HFC (Hybrid Fibre Co-axial or Cable) services.
For nbn® FTTP: Check that the POWER, OPTICAL, ALARM and UNI-D lights on the nbn® connection box are green or amber.
The UPDATE light should be off. If it’s green, the connection box is downloading an update. If it’s red, the connection box has failed to download an update, and you’ll need to contact us to resolve this with nbn®.
If the OPTICAL light is off, the connection box is disabled, and you’ll need to contact us to resolve this with nbn®.
For nbn® FTTC: Check that the LAN, DSL, POWER and CONNECTION lights on the nbn® connection box are blue or amber. A flashing LAN light is normal. It indicates there’s local network activity.
For nbn® HFC: Check that all lights on the nbn® connection box are green.
If the DOWNSTREAM or UPSTREAM is flashing, a firmware upgrade is in progress. This should take 10 minutes or less.
If the UNI-D1 or 2.5G port on the back of the nbn® connection box is amber, a device is plugged in with an older CAT5 ethernet cable, which may not support the full speed of your nbn® plan. We recommend switching to a CAT5e or CAT6 ethernet cable.
If any of the lights are off or red:
- Visit our network status page to see if there are any known issues in your area.
- Locate your nbn® connection box and modem and ensure that they are connected correctly, with cables in good condition and plugged in securely.
- Turn off the electrical outlets for both the nbn® connection box and your modem and leave them off for at least 10 seconds.
- Switch both outlets back on and wait for the box and modem lights to settle, then attempt to view a website If your nbn® connection box remain unlit or red after rebooting, please contact us for assistance.
Check that the ‘POWER’, ‘INTERNET’ and ‘WIFI’ lights on your TP-Link VX420-G2H are all solid green and not flashing. If any of the lights are off/flashing/red, or the ‘4G’ light is on, follow these steps:
- Visit our network status page to see if there are any known issues in your area.
- Check that all cables are connected properly on your TP-Link VX420-G2H. If you have FTTC, FTTP or HFC, make sure the ethernet cable is plugged into the blue port labelled ‘WAN’. If you have FTTN or FTTB, make sure the telephone cable is plugged into the grey port labelled ‘DSL’. The DSL or WAN light should be green depending on your nbn® connection.
- Perform a Power Cycle by turning off and unplugging the TP-Link VX420-G2H, waiting 30 seconds, then plugging it back into the power outlet and pressing the ‘power’ button on the back of the modem.
- Give the TP-Link VX420-G2H several minutes to reconnect to the nbn® network.
- If any of the lights remain off, log into the dashboard for the TP-Link VX420-G2H and check if there’s a firmware update. If you’re not sure how to login, you can also perform a factory reset on the TP-Link VX420-G2H which will automatically install any updates.
If your TP-Link VX420-G2H 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 option (including any WiFi name or password changes), disconnect any saved devices and automatically install any new firmware updates (this may take up to 10 minutes). To perform a factory reset, follow these steps:
- Use a ballpoint pen or paper clip to hold down the ‘reset’ button on the back of the TP-Link VX420-G2H for 10 seconds until the lights on the front of the modems flash ones.
- Give the TP-Link VX420-G2H up to 20 minutes to reconnect to the nbn® network.
- If the modem’s ‘POWER’, ‘INTERNET’ and ‘WIFI’ lights are still not solid green, or ‘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™, TP-Link VX420-G2H 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™, TP-Link VX420-G2H 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 |
For large or multi-storey houses, we recommend two or more Mesh Wi-Fi units, which are wireless router nodes that create a blanket of coverage across your home. Simply add them to your monthly home internet bill through our Accessories Payment Plan. T&C apply.