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