nbn Satellite Troubleshooting

nbn SkyMuster indicator lightsIf you are having issues with your nbn Sky Muster connection, they normally fall into the following categories

  • Dropouts
  • Slow 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 
  • No connection
  • Difficulties accessing certain websites

It’s a good idea to do the steps below and make detailed notes while you’re trying to find the cause of your problem, before you ring your RSP.

  1. A full power cycle routine.

When troubleshooting your nbn Sky Muster connection, your first step should be a power cycle. To do this, you need to turn the device off, and all devices connected to it, then turn it back on. This will force it to reset, which can fix a lot of basic problems. It is important to turn the devices on in order.

Here are the steps to power cycle a typical nbn Sky Muster setup:

  • Turn off ALL devices.
  • Unscrew the white cable from the SAT port (see below photo) that goes from the wall into the nbn box (NTD).
  • Wait at least 5 minutes.
  • Turn the Devices on in order
    • Screw in the white cable, then turn on the NBN box first (also known as the NTD or modem). Wait until all the lights are on and indicate an active connection (this may take a few minutes). Active connection for NBN Sky Muster is a blue light.
    • Then turn on your router. Wait until all the lights are on the router, this indicates an active connection.
    • Then turn on all your other devices – e.g. computer, tablet or phone.

  1. Plug direct into the NTD

Plug a computer directly into the NBN modem (NTD), with an ethernet cord – thus bypassing the router. Repeat Step 1 above (do a complete power cycle). If this fixes your problem, you may need a new router, contact your provider for help with router issues.

  1. Check cables

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). If you have a few of them in your home, try them all just in case you have a dud cable. Network cables lull you into a false sense of security by rarely being faulty, then when you least expect it, there they are!

  1. 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 peak data & have been slowed).  Check what ‘speed tier’ you are on 12/1 or 25/5.

  1. 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 

  1. Do a speed test

If your issue is speed related, and not resolved after completing the steps above, follow our speed test instructions so you have some recorded speed tests on hand when you contact your provider.

  1. 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. Details on beams and what ground stations they use are here.  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.

  1. Check your device
    • 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 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’re not sure what you’re doing.
    • If using a computer, download and install a fresh copy of a browser you haven’t used before. If you use Windows and Internet Explorer, try Chrome or Firefox. If you’re a Mac owner using Safari, try Firefox. Sometimes browsers get clogged up with cookies and other stuff and that can affect your speed.
    • Start your computer in Safe Mode.
      Windows users can try setting the computer into Safe Mode with Networking (how to is here). Reboot your Windows computer in Safe Mode with Networking and run some more speed tests.
      Apple uses can start their iMac in safe mode by following the instructions here
      That 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 ISSUES

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, also ask for the nbn Incident Number and fill in the BIRRR escalation form.

*Please note, while all care has been taken in compiling BIRRR documents, we recommend that you check with your service provider regarding your own connection issues and best plans available. Updated 20/11/20