Test another nbn-ready modem to ensure the issue is not being caused by the customer's current modem.
1. Disconnect the Ethernet cable from the back of the customer's current modem.
2. Plug one end of the Ethernet cable into the back of the customer's alternative modem and plug the other end into the Gateway Port on the nbn connection box.
3. Power on the customer's alternative modem.
4. Once the modem has completed the powering up process, check to see if the issue is still present.
Note: The customer's alternative modem may take up to 2 minutes to turn on.