Common Activation Errors And How to Fix Them

Common Activation Errors And How to Fix Them

Most Ezi Broadband activations go smoothly — but occasionally, something small can cause a delay or error when your nbn® service is being set up.

This guide explains the most common activation issues, what they mean, and how to fix them so you can get connected faster.

1. "No signal detected" or flashing DSL light

Applies to: FTTN, FTTB, and FTTC connections

What it means: Your modem isn't detecting an active nbn® signal. This may happen if your wall socket isn't the correct one or if the internal line hasn't been connected properly by nbn® Co.

How to fix:

  • Make sure your modem is plugged directly into the main phone wall socket (no filters, splitters, or adapters).
  • If you have multiple sockets, try each one — only one will be active.
  • Restart your modem and wait up to 15 minutes for the DSL light to stabilise.
  • If the light continues flashing, contact Ezi Broadband Support — we'll run a line test to confirm your copper pair is active.

2. "No connection to nbn® device" or WAN light off

Applies to: FTTP, HFC, and FTTC connections

What it means: Your modem isn't communicating with the nbn® connection box (NTD or NCD). This can happen if cables are plugged into the wrong ports or if the nbn® box isn't powered up.

How to fix:

  • Check that the Ethernet cable runs from the UNI-D port (usually Port 1) on your nbn® box into the WAN port on your modem.
  • Make sure both devices are powered on and lights are solid green or blue.
  • Try a new Ethernet cable if available.
  • Restart both devices — nbn® box first, then your modem.

3. "Service not active" or red light on nbn® box

Applies to: FTTP, HFC, FTTC, Fixed Wireless

What it means: The nbn® infrastructure at your property hasn't been fully activated yet. This may occur if your service order is still being provisioned or if a technician visit is pending.

How to fix:

  • Wait up to 24 hours after your scheduled activation date — some services activate later in the evening.
  • Check for an activation confirmation email or SMS from Ezi Broadband.
  • If the red light persists after 24 hours, contact Support — we'll confirm if your order requires manual intervention from nbn® Co.

4. "Authentication failed" or "Incorrect PPPoE credentials"

Applies to: All connection types

What it means: Your modem isn't logging in to the Ezi Broadband network with the correct username and password.

How to fix:

  • If you're using an Ezi-supplied modem, this should be pre-configured — simply restart it and wait.
  • If you're using your own modem:
    • Log into your modem's web interface.
    • Go to Network > WAN > PPPoE Settings.
    • Enter the credentials provided in your welcome email.
    • Save and reboot your modem.
  • Ensure you've selected PPPoE as the connection type, not Dynamic IP or Bridge Mode.

5. "Physical line issue detected" or no sync

Applies to: FTTN, FTTB, Fixed Wireless

What it means: The signal isn't reaching your premises correctly. This can be caused by damaged cabling, internal wiring issues, or an incomplete nbn® installation.

How to fix:

  • Check that all cables are intact and properly inserted.
  • Make sure the modem is connected to the first wall socket in the house, not an extension outlet.
  • Restart both devices.
  • If there's still no connection, Ezi Broadband can lodge a fault ticket with nbn® Co to investigate the line.

If you're still offline after 24 hours

If none of the above steps resolve your issue and you've already received an activation confirmation, reach out to our Support team. We'll run remote diagnostics and, if needed, escalate the fault to nbn® Co for resolution.

Have this information ready:

  • Your order number
  • The lights currently on/off on your modem or nbn® device
  • Whether you've restarted both devices
  1. Visit our website and speak to Eve, our AI assistant, in the bottom right corner of the screen.
  2. If you'd rather chat with a human, just let Eve know and you'll be transferred to a real person within the same chat window.
  3. Head over to the homepage of our help centre and submit a ticket.
  4. Email us at support@ezibroadband.com.au
  5. Call us on 132 EZI (132 394).

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