Troubleshoot nbn satellite

If you are having issues with your nbn™ Sky Muster™ connection, here are 8 STEPS to try before calling your service provider. You can also download the nbn-sky-muster-troubleshooting-guide and save it to your computer for future reference offline. (Please note this document is currently under review and will be updated soon.)

It’s a good idea to carefully do all the tests and make detailed notes while you’re trying to find the cause of your problems. You might like to take screen shots or record the speed test results you get. If you do contact your provider, keep detailed notes and ticket numbers.

nbn™ modem indicator lights

Steps to go through

If you cannot complete one of the steps, then move to the next one.

1. Perform a full power cycle routine.

When troubleshooting your nbn™ Sky Muster connection, your first step should be a “power cycle” of your network termination device (NTD). This means to turn it off and on again. This fixes the issue surprisingly often.

To do this, you need to turn the nbn™ NTD off, turn off all devices connected to it, then turn everything back on. This will force it to reset, which can fix a lot of basic problems.

It is important to turn the devices off and on again in order.

1. Turn off ALL devices.
2. Wait at least 10 minutes.
3. Turn the devices on in order.
   1. Turn on the nbn box first (also known as the NTD).
   2. Wait until all the lights are on and indicate an active connection (this may take a few minutes).
   3. Then turn on your router. Wait until all the lights have come back on.
   4. Then turn on all your other devices – e.g. computer, tablet or phone.
   5. Test again – can you access the internet now?

2. Plug directly into the NTD

Plug a computer directly into the nbn™ NTD, with an ethernet cable, if you can, rather than using the router. Repeat Step 1 above (do a complete power cycle). If this fixes your problem, the router may be causing your problems.

Contact your provider for help with router issues.

3. Check cables

Network cables lull you into a false sense of security by rarely being faulty, then when you least expect it, they break …

• Try a new network cable / ethernet cord from the router to the nbn™ NTD.
• Check that the cord is plugged into UNI-D 1 (unless instructed otherwise by your provider).
• Check all the cables are pushed in fully, making a nice solid “click” sound.
• If you have a few of them in your home, try them all just in case you have a dud cable.

If you find a damaged power cable, remove and replace it immediately. Never use damaged power cables – they can give you an electric shock.

4. Check your account usage

• If you are on a normal nbn™ Sky Muster ™Plan, log into your account and check you aren’t ‘shaped’ or ‘speed limited’ (used all your data and have been slowed).
• Check what ‘speed tier’ you are on: either 12/1 or 25/5.
• If you are on a Sky Muster ™ Plus plan,/ check that your metered data hasn’t been ‘shaped’.

5. Check for any network outages

• Check for any nbn™ Sky Muster or provider network outages.
• nbn™ outages can be either provider or nbn related. You will need to check both.
• To check for an outage, see our Network Outage Page.

6. Do a speed test

If you are experiencing slow speeds, do some speed testing.  You should run the speed test at various times of the day and night, especially when you think your speed is slow.

Record the speed test results, so you can forward them to your service provider. Please keep in mind that your speed will vary depending on a number of factors, including congestion (the number of other people using the same connection as you) at peak times. Your service provider probably doesn’t guarantee to give you 100% of the peak speed of your service 100% of the time, so check your Customer Agreement and see what it says about expected speeds.

If you get slow speeds all the time, it’s likely the problem is with your in-home equipment.

If the slow speeds are during peak times/busy periods it may be congestion (either provider or nbn related congestion).

7. Check the weather

What’s the weather like? Heavy rain at your location, in your beam or at your ground station can cause a “white light outage” with your nbn™ Sky Muster connection.

• Cloud, light rain, snow, fog, dust and smoke do not normally cause white light outages.
• Wait until the weather clears and see if this resolves your problem.
• Record the dates and times of any weather events, such as lightning strikes or high wind speeds.
• Check there are no branches or trees close to your dish.
• Without climbing on the roof, see if you can see any cable or dish damage from wind, fallen branches, birds or rodents.
• If you can see damage or have experienced an extreme weather event, you will need to contact your provider.
• Do NOT attempt to repair the equipment yourself.

8. Check your device/s

• Check to see if you can access the internet with another device, phone, tablet or laptop.
  • If you can, the Wi-Fi device drivers in your non-accessing computer may need to be updated.
  • You should ask your local computer specialist for help with device driver updates, as it’s tricky if you haven’t done it before.
• If using a computer, download and install a fresh copy of a browser you haven’t used before.
  • If you use Windows and your main web browser is Internet Explorer or Microsoft Edge, try using Chrome or Firefox.
  • If you’re a Mac owner and your main web browser is Safari, try using Chrome or Firefox.
  • Sometimes browsers get “clogged up” with little spare files called “cookies”, or older copies of a webpage in your cache. Clearing cookies and your caches can help with this.
• Check that your computer doesn’t have any issues.
  • Check for spyware, viruses, and malware. These programs are easily downloaded and installed, without your knowledge, while you’re surfing the Web. They can run undetected and have a significant impact on your Web surfing speed and overall system performance.
  • There are plenty of free and subscription-based utilities available that will detect and eradicate these programs and prevent them being downloaded and installed in the first place.
  • If you notice an improvement, then you may have something wrong with your antivirus software (try disabling web shield in your antivirus software.to see if there is an improvement).
  • Scan your computer for malware. (Anti Malwarebytes is a good program)

• Try turning on your computer in “Safe Mode”.
  • Windows users can try setting the computer into Safe Mode with Networking. 
  • Apple uses can start their iMac in safe mode. 
  • Reboot your computer in Safe Mode and run some more speed tests.

Safe Mode starts your computer with the bare basic software, so if you have anti-virus or some other program or malware that’s slowing your computer, speed tests in Safe Mode will reveal that.

Still having problems?

If you have tried all the steps above and are still having problems, you will need to contact your provider.

Use your Provider Contact Sheet to contact your service provider to help you troubleshoot your issue further.

If your provider is unable to help resolve your issue, get a fault number/ticket number from your provider and the nbn Incident Number. You can use these to complete the Regional Tech Hub Escalation Form, and we’ll escalate the issue on your behalf.