no internet connection

check for outages first

Visit status.sprfst.com.au on your phone’s mobile data. If there’s an active incident, we’re working on it.

step 1 — check the lights on your equipment

FTTP, FTTC, HFC — NTD lights:

Light	What you want to see
Power	Solid green
Optical / PON	Solid green
UNI-D1	Green or flashing (active)

If the power light is off: check the power cable and the power point. NTDs have an internal battery that may need charging after a power outage — leave it plugged in for 30 minutes.

If the UNI-D1 light is off even though the NTD looks healthy: contact us — the issue may be on nbn co’s side.

Fixed Wireless — antenna: The PoE injector inside your home powers the roof antenna. Check its power light is on.

step 2 — reboot your modem

Unplug your router from the wall. Wait 30 seconds. Plug it back in and wait 2 minutes for the WAN connection to establish.

step 3 — check the WAN indicator on your router

Most routers have a WAN or internet light. If it’s red or off after rebooting, your router is failing to connect to the network.

Log into your router’s admin interface (usually 192.168.1.1 or 192.168.0.1) and check:

WAN connection type is set to PPPoE
Username and password match your credentials in the sprfst app
If FTTN: connection type may need to be PPPoE over DSL/VDSL

step 4 — check the physical cable

Replace the ethernet cable between your NTD and your router’s WAN port. A damaged cable can cause a complete connection failure with no obvious sign of damage.

step 5 — check your service status in the app

Open the sprfst app and check your account status. If your service shows as suspended, this is usually due to an overdue payment — once the payment is processed, the service is restored automatically.

still no connection?

What lights are showing on your NTD
What your router’s WAN status shows
Whether this is the first time connecting (new service) or a previously working connection that has stopped