If the lights on your nbn® connection box or modem aren't turning green after activation, it usually means your service hasn't finished connecting to the nbn® network — or there's a simple setup issue that needs attention.

This guide will help you understand what each light means and walk you through the steps to get your service online.

Understanding your nbn® lights

Different nbn® connection types use different equipment, but in general:

• Solid green lights indicate a healthy, active connection.
• Flashing lights usually mean the device is starting up or trying to connect.
• Red or amber lights signal a problem with the physical connection or network.

Your nbn® connection box (sometimes called an NTD or NCD) works together with your modem. Both devices need stable lights before you can access the internet.

Step 1: Check your nbn® equipment

For FTTP and HFC connections:

1. Make sure your nbn® connection box is plugged into power and switched on.
2. Check that all cables are firmly connected — including the fibre or coaxial cable and the Ethernet cable to your modem's WAN port.
3. The Power and Optical/Online lights should be solid green. If Optical or Online is off or red, contact Ezi Broadband Support.

For FTTC connections:

1. Confirm the nbn® Connection Device (NCD) is plugged into your phone wall socket and power.
2. Wait at least 10 minutes for all four lights (Power, Connection, DSL, LAN) to go solid blue.
3. If one or more lights are off or flashing after 15 minutes, perform a power cycle (unplug for 60 seconds, then reconnect).

For FTTN or FTTB connections:

1. Plug your Ezi Broadband modem directly into the phone wall socket (no filters or splitters).
2. The DSL light should flash, then turn solid once connected.
3. If the DSL or Internet lights remain off, double-check the socket is active — try a different one if available.

For Fixed Wireless or Satellite connections:

1. Ensure the outdoor antenna or satellite modem is connected and powered on.
2. The signal and status lights should both be solid.
3. If lights stay red or off, do not adjust the dish or antenna — contact Support for remote testing.

Step 2: Restart your devices

A simple restart often fixes most connection issues.

1. Turn off both your nbn® box (or NCD) and modem.
2. Wait 60 seconds.
3. Turn the nbn® device back on first and wait until the lights stabilise.
4. Then turn on your modem and wait a few minutes for it to reconnect.

Tip: Always power on the nbn® equipment first, then your modem.

Step 3: Check for an activation delay

In some cases, activation may still be in progress.

• Activations can take up to 24 hours after the scheduled date.
• If you've moved into a new property, nbn® Co may need to finalise your address on their network.
• If you've already received an "activated" message from Ezi Broadband and lights are still off, contact Support so we can manually verify your connection.

Step 4: Rule out power or hardware issues

• Try another power outlet.
• Confirm that your power adapter is the correct one supplied with your nbn® device.
• Avoid using surge protectors or extension cords temporarily — plug directly into the wall socket.
• Check for visible damage to cables or connectors.

Step 5: Contact Ezi Broadband Support

If your lights still don't turn green after following the above steps, contact our team for assistance. We can run a remote line test to check for signal issues, service class mismatches, or incomplete activations.

Have the following details ready:

• Your Ezi Broadband order number
• The lights currently on/off on your nbn® device
• Whether you've restarted the equipment

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).