Drop Fault

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?

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

What happens on the modem when the service drops?

What time does the drop outs happen?

Support

Please provide our support team with the information if you are experiencing dropouts or an intermittent connection. You can provide the information to support@fibremax.com.au