nbn®
troubleshooting
Improving connection and speed issues
This support article will assist you with common Vodafone nbn® connection and speed issues.
From time to time there may be planned maintenance or unforeseen incidents that may cause an outage. When this happens, you may get an email or SMS from us with an estimated fix time. You can also check for outages.
If you can’t connect to Vodafone nbn®, your internet may be offline. This means you won’t be able to browse websites, send emails, stream or download.
Try these troubleshooting steps to get back online:
Unplug all cables then reinsert them into the correct ports. These cables should make a faint clicking noise when correctly plugged in. You may have spare cables in your modem box.
For more our complete modem setup guides, visit:
Find the nbn® connection box and modem and turn them both off, from the power button or main power outlet.
After 10 seconds, turn both devices back on. Wait for their internet lights to turn solid or start flashing – up to 15 minutes. You can test your connection by visiting a website.
If your Ethernet cable-connected devices can get online but your Wi-Fi devices can’t, try these tips:
- Stay within range of your modem’s Wi-Fi signal.
- Place your modem in an elevated spot, clear of obstructing walls and large objects.
- Make sure Wi-Fi isn’t turned off in your device’s settings.
Still can’t get online?
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.
If your issue requires an appointment to fix it, you can change the appointment (at least 2 business days before) via Live Chat 24/7 or in the My Vodafone app, or by calling us.
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 modem, here are some troubleshooting steps:
Head to the Speedtest website on a device connected to your network and follow the prompts to see what your current download and upload speeds are. It's best to test your speed at various times during the day to see if you are experiencing consistently slower speeds.
If the speed of your Ethernet cable-connected devices is good but your Wi-Fi devices are slow, try these Wi-Fi tips:
- Place your modem in an elevated spot, clear of obstructing walls and large objects.
- Move closer to your modem, as it might be automatically connecting you to the slower, longer-range 2.4GHz channels, rather than the faster, shorter-range 5GHz or 6GHz channels.
Find your modem and make sure all CAT6/CAT5e Ethernet cables are connected and in good condition. If any cables show signs of damage, they may need to be replaced. Older Cat5 Ethernet cables are not recommended as they may not support your nbn® plan speed.
Run a scan on using your antivirus or anti-malware software. If any infections are detected, make sure they are quarantined and removed. Contact your software's customer support for further assistance.
Improving connection and speed issues
The best way to check your Vodafone nbn® speeds is by running a speed test.
To get a better understanding of your internet performance, test your speeds at different times throughout the day, during peak (7pm–11pm) and off-peak times. For the most accurate results, connect your computer to your Vodafone-supplied or BYO compatible modem using an Ethernet cable before running the test. You can also run the test while connected to Wi-Fi, but keep in mind that Wi-Fi performance may affect your speed results.
Ways to test your connection speed:
- Run a speed test over Wi-FI
Go to the Speedtest website and follow the prompts.
- Run a speed test over Ethernet
Physically connect your computer to your modem using an Ethernet cable and run a speed test.
- Disconnect Wi-Fi devices
Disconnect all the devices connected to Wi-Fi and run a speed test.
You can find all your speed tests on the Results page of the Speedtest website. You may need them if you call support.
Still experiencing slow speeds?
If you’ve tried these steps and are still experiencing slow speeds on the nbn® network, please give us a call when you’re at home.
nbn® support articles
Frequently asked questions
Depending on the installation type, and if you require installation by an nbn® technician, someone over the age of 18 years will need to be present at the premises for the appointment. You can check whether someone will need to be present for the appointment through My Vodafone.
If you miss your installation appointment, give us a call on 1300 801 122 to reschedule.
If you experience a problem during the installation process, call us on 1300 801 122 and we’ll work with nbn co ltd. to resolve the issue.
Your contract will start when your Vodafone nbn® service is successfully installed and activated.
You can check your activation date through My Vodafone.
Depending on the technology type of your service, you may be able to use your existing modem on Vodafone nbn®. We may not be able to help, service or troubleshoot your modem if you call for technical support.
Fibre to the Node (FTTN) & Fibre to the Building (FTTB) connections
If you have a FTTN or FTTB connection and you want to bring your own modem, it will need to be a VDSL compatible modem.
Fibre to the Premises (FTTP) & Hybrid Fibre Coaxial (HFC) connections
If you have a FTTP or HFC connection, most standard broadband modems should work. You'll need a compatible high-speed modem for NBN Home Fast+, Superfast, or Ultrafast plans (including mobile customers upgraded from an NBN Essential+ plan).
You can keep your landline phone number with our Vodafone Mobile Landline service for $5 a month.
We don’t offer a home phone line with Vodafone nbn®. If you currently have a home phone line, it may be disconnected when Vodafone nbn® is installed, depending on the technology type. If it’s disconnected, you’ll lose any services associated it.
Devices that use home phone lines
Existing technologies or devices that use your home phone line service may not be compatible with Vodafone nbn® and may no longer work after installation. These include but are not limited to:
- Medical devices or alarms with autodiallers and emergency call button capabilities
- Security alarms or services
- EFTPOS terminals
- Lift emergency phones
- Fax and Text Telephones (TTY) devices or services
Check with the manufacturer to see if your device is compatible on Vodafone nbn®. For more information on device compatibility, check out the nbn co ltd. website.
Priority Assistance
Since Vodafone nbn® does not come with a home phone line, we are unable to offer Priority Assistance.
Priority Assistance is a service designed to help Australians who have, or live with someone who has a diagnosed life-threatening medical condition, and whose life may be at risk without access to a fully operational phone service.
For more information, check out the Australian Communications and Media Authority website.
If you have an email address with your current provider, check with them whether you can keep the email when you sign up to Vodafone nbn®.
If you have a pay TV subscription or other services bundled with your current provider, check with them about unbundling the services.
Your AVC ID is a unique 15‑character number that identifies your nbn® service – for example, AVC123456789000. You’ll need your AVC ID if you want to transfer your nbn® service to another provider.
If your nbn® service is with Vodafone, your AVC ID is listed on your bill. You’ll find it in the Internet or Broadband section as Access Service ID (AVC ID).
- Log in to My Vodafone
- Open the main menu
- Select Bills and payments
- Tap View and pay bills
- Choose Download bill
- Look for Access Service ID (AVC ID) next to your nbn® plan