To report a fault we need some information about your the devices, especially your modem and your nbn™ connection box. The nbn™ connection box only applies if you have FTTP, HFC and FTTC. This will help our support team in the troubleshooting process.
Modem
What is the brand and model of your modem?
What is the MAC address of your modem?
Have you power cycled your modem?
Is your modem FTTN/B compatible?
Modem LED Light Status
It is important to know the status of the LED lights on your modem. Your modem should be connected to one of the wall sockets in your house or office.
Status of LED Lights
Status (Flashing/Solid/On/Off)
Colour (Off/Green/Red)
Please refer to your modem manual for informatoin about the LED lights on your modems.
LED Lights
Sync Light
Status Light
Broadband/Internet
Example
Sync Light: Flashing Green
Your Service
Number of wall sockets at location?
Have you checked all sockets in that location for sync?
Have you reset and reconfigured the modem?
Support
Please provide our support team with the information if your new service never worked. You can provide the information to support@fibremax.com.au