Australian-owned, based in
Gippsland.

Internet help

Let’s find out what your nbn connection is telling us

Start with your actual service in Nexus. It will show us the connection we are checking, run a low-impact health test and give GippsHost something useful to work from if you need a hand.

Open my services in Nexus Check network status

Start with your service in Nexus

If the connection is completely offline, open Nexus on a phone using mobile data. Keep the Nexus page open while you work through the checks below.

Sign in Services Choose the correct address View Details

  1. Make sure we are looking at the right connection

    In the Connection card, read the service address and Technology. If Nexus lists an NTD or UNI-D port, note that too. This tells you which box and cable matter at your premises.

  2. Check for a known network problem

    Open the GippsHost Service Status page. Only treat a notice as relevant when its affected area or service details match yours.

  3. Run the Quick Health Check

    Back in Nexus, find Service Diagnostics, choose Quick Health Check, then confirm Run Health Check. Leave the page open; it normally completes within a minute and updates automatically.

  4. Stop at the result

    Read the large result heading, then the Connectivity, Stability, NTD port and Known outage cards underneath. You do not need to understand every number.

Leave Full Connection Test alone unless GippsHost asks you to run it. It is a deeper test that can reset the nbn® connection and briefly take you offline. Also, do not press the recessed Reset button on your modem or router.

What to do with the Nexus result

Your service looks healthy

Now separate the router from the Wi-Fi

Try one computer connected to a router LAN port with an Ethernet cable. If Ethernet works, the nbn® service is reaching your router and we can focus on Wi-Fi coverage or settings. If Ethernet also fails, keep the Nexus result open and check the router’s Internet/WAN light and settings.

May need attention

Check the one item Nexus points to

If NTD port, Connectivity or Stability needs attention, use the technology guide below to check that cable and light once. Do not start changing unrelated router settings.

Possible connection issue

Keep the evidence and contact us

Take a photo of the nbn® box and router lights, then contact GippsHost with the result still visible. We can review the individual service and decide whether equipment, cabling or an upstream fault needs attention.

Some checks unavailable

Try once more, then let us take over

Wait five minutes and run one more Quick Health Check. If it remains incomplete, tell us. Repeated tests and repeated restarts usually add noise rather than useful evidence.

A restart is not our first answer. If Nexus says the network side is healthy but the router has no Internet/WAN connection, one controlled restart is reasonable: switch off only the router, wait 30 seconds, switch it back on and allow five minutes. Do not factory-reset it or repeatedly restart the nbn® connection box.

Check the equipment Nexus identified

Not sure which box or wall socket you have? Open the picture guide and tap the equipment that looks like yours before touching a cable.

FTTP

Fibre connection box

  1. Match the UNI-D port in Nexus to the numbered UNI-D port on the nbn® box.
  2. Follow that cable to the router port labelled WAN or Internet.
  3. Photograph Power, Optical, Alarm and the assigned UNI-D light. A red Optical/Alarm light or a dark assigned UNI-D light is useful evidence for us.
HFC

Black nbn connection box

  1. Check the coaxial cable is finger-tight at the wall and connection box; do not use tools.
  2. Follow the Ethernet cable from the connection box to the router WAN or Internet port.
  3. Photograph Power, Downstream, Upstream and Online lights if any are flashing or off.
FTTC

White nbn connection device

  1. The telephone lead runs directly from the wall socket to the nbn® device, with no ADSL filter.
  2. The gateway cable runs from the nbn® device to the router WAN or Internet port.
  3. Tell us which Power, Connection, DSL and LAN lights are blue, red, flashing or off.
FTTN / FTTB

VDSL2 modem/router

  1. The telephone lead runs from the wall socket to the modem’s DSL port.
  2. Remove any ADSL filter, double adaptor or telephone from that socket while testing.
  3. A steady DSL light means the line has synchronised. Tell us if it keeps flashing or stays off.
Fixed Wireless

Indoor nbn connection box

  1. Match the active data port to the service information in Nexus.
  2. Follow its Ethernet cable to the router WAN or Internet port.
  3. Photograph the Power, Status, ODU and Signal lights. Do not unplug or move the outdoor antenna cable.
Not sure what you have?

Show us instead of guessing

Send one photo showing the full setup and another showing the labels and lights. We can identify the equipment and point to the exact cable or port with you.

Hand it to GippsHost with these details

You do not have to diagnose the fault yourself. Give us the evidence below and we will take it from there:

  • The service address you selected in Nexus.
  • The large Quick Health Check result heading and any card marked Needs attention or Issue detected.
  • A photo of the nbn® equipment and router lights.
  • Your router make and model from the label underneath or on the back.
  • Whether a wired Ethernet device works, Wi-Fi works, both fail, or the problem comes and goes.
  • Roughly when it started and the time of the latest dropout, if intermittent.

Ready for us to look at it?

Call 1300 881 437 or send the Nexus result and photos through the contact form.

Contact GippsHost support