nbn™

User guide
Contents
Identifying your nbn™ supplied equipment 4

Installation 5

Plugging devices into your nbn™ connection box 6

Indicator lights on your nbn™ connection box 7

Maintaining your nbn™ supplied equipment 8

Troubleshooting 9

Frequently asked questions 10

2
Congratulations on connecting This booklet contains information
to ensure your nbn™ supplied
to the nbn™ network. With
equipment is connected and
your hybrid fibre coaxial (HFC) stays in good working order.
connection, you’ll be able to It also outlines what to do if your
access the benefits of fast and equipment isn’t working properly.
reliable phone and internet
services,* including:

Watching and listening !

without constant buffering Important
nbn™ supplied equipment is the
property of nbn and shouldn’t
Connecting via video calls that be removed from the premises in
don’t constantly drop out which it was installed. If you move,
your nbn™ supplied equipment
must remain at the premises and
Playing games over a fast won’t work at any other location.
connection You must contact your service
provider if you require assistance
or have any questions regarding
Learning via educational your nbn™ supplied equipment
tools accessed over a fast, or connections.
reliable network

*Your experience, including the speeds actually achieved over the nbn™ network, depends on the technology over which
services are delivered to your premises and some factors outside our control (like your equipment quality, software,
broadband plans and how your service provider designs its network).

3
Identifying your nbn ™

supplied equipment
1 Depending on your needs, your installation may include
some or all of the equipment below. Your nbn™ approved
installer can confirm what nbn™ supplied equipment has
been installed at your property.

 1. nbn™ utility box: This is located on the external wall of your
premises. It connects the HFC cable from the street to the
wall outlet(s) in your premises. nbn™ utility box dimensions can
2 vary from 215mm high x 136mm wide x 60mm deep to 330mm
high x 228mm wide x 76mm deep.

2. Wall outlet: This will be located inside your premises. An nbn™

approved installer will advise which wall outlet is suitable
or if your premises requires a new wall outlet to be installed.
The wall outlet has a screw-in connector that attaches to the
coaxial fly lead and connects to your nbn™ connection box.

3. nbn™ connection box: This is an Arris Touchstone CM820 Cable

3 Modem. It is designed to deliver high-speed data and supports
Link Online US DS Power

one data (UNI-D) port for connection to the equipment supplied

by your service provider (such as your gateway (router) and
Ethernet cable). Your nbn™ connection box will be supplied with a
power cord that will plug into a power point in your premises.
Placement of your nbn™ connection box: your nbn™ connection
box will be connected to the wall outlet via the supplied coaxial
fly lead. It is designed to be free standing and can be placed
4 either vertically or horizontally.

4. Coaxial cable fly lead: This is a cable with a screw connector on

each end. The coaxial fly lead connects your wall outlet to your
nbn™ connection box.

5. Splitter (required for pay TV or existing cable internet services):

This provides an extra cable connection by splitting a single
outlet into two. You may need a splitter if you have a pay TV
service or existing cable internet that is connected to the same
5 wall outlet as your nbn™ connection box. The splitter is installed
by your nbn™ approved installer, and will allow for both services
to run from one wall outlet.

Your service provider should supply additional equipment such as

a gateway (router) and Ethernet cable that will connect all of your
internet and telephone devices as required.

4
Installation
nbn™ supplied equipment may be After your nbn™ connection box is
installed in several different ways installed and activated, your service
provider will activate your broadband
depending on your premises and service over the nbn™ network, which
needs. Your service provider and may include the supply of a new gateway
nbn™ approved installer should (router) that connects by Ethernet cable
advise you on where and how to the data (UNI-D) port at the rear of
your equipment is to be installed. your nbn™ connection box. Once your
gateway is connected, you can start
accessing your broadband service.
The diagram below shows the two
main combinations of nbn™ supplied
equipment, including installation without
a pay TV service and installation with a
splitter for pay TV.

Installation without pay TV service

Outside your premises Inside your premises

Wall Connection to
outlet service provider
equipment
nbn connection box
TM

Power Coaxial Power

nbn utility box
TM

outlet fly lead lead

nbn™ connections Service or equipment provider connections

Installation with existing pay TV or cable internet service

Outside your premises Inside your premises
Connection to pay TV
or existing cable
internet services

Wall Connection to
outlet Splitter service provider
equipment
nbn connection box
TM

Power Coaxial Power

nbn utility box
TM

outlet fly lead lead

nbn™ connections Service or equipment provider connections

5
Plugging devices into your
nbn™ connection box
Make sure only compatible equipment, such as your own or your
service provider’s supplied gateway (router), is connected to your
nbn™connection box via the data (UNI-D) port located on the rear panel.
Rear panel on the nbn™ connection box
(Arris Touchstone CM820 Cable Modem)
The rear panel of your nbn™ connection box will look like this:

163 mm
53 mm

Ethernet

145 mm

A B C D

A Reset button: resets your nbn™ Connecting your HFC

connection box (consult your broadband service
service provider first) Your broadband service will be delivered
B Data (UNI-D) Port (yellow): for through the data (UNI-D) port on the
Ethernet cable connection to rear panel of your nbn™ connection box.
your service provider’s supplied Your service provider should advise you
gateway (router) how to connect any equipment.

C Cable: connector for the coaxial Connecting your phone service

fly lead that will connect your If you have chosen a phone service to
nbn™ connection box to your wall be delivered through your gateway,
outlet or splitter your service provider should advise you
on how this is connected.
D Power: connector for the
power cord

6
Link Online US DS Power

Indicator lights on your

nbn™ connection box
Your nbn™ connection box has five indicator
lights to help with troubleshooting.

Link
Ethernet connectivity between your nbn™
connection box and gateway (router)
Online nbn™ network connection
US Upstream connectivity
Link Online US DS Power
DS Downstream connectivity
Power AC power

Indicator lights: start-up sequence

Link Online US DS Power Mode

Off Off Off Off Off No power to the nbn™ connection box

Flash Flash Flash Flash Flash Power-on self test

Off Off Off Flash On Downstream search

Off Off Flash On On Downstream found; upstream search

Downstream and upstream found;

Off Flash On On On
retrieving setup information from nbn

On On On On On Ready for service

Indicator lights: normal operation

Link Online US DS Power Mode

On On On On On Ready for service

On Off Flash Flash On Not connected to the nbn™ network

On On Flash Flash On Firmware upgrade

Off Off Off Off Off No power to nbn™ connection box

Note: All indicator lights shine green if the nbn™ connection box establishes a connection.

7
Troubleshooting indicator lights The reset button
If you’ve followed the instructions from Your service provider may need to reset
your service provider and your nbn™ your nbn™ connection box if it is having
connection box or other connections problems connecting to the internet.
are not working, please read the This is done by pressing the recessed
troubleshooting section opposite. reset button (see diagram below) with a
pointed, non-metallic object.

Ethernet

Reset button Power

Maintaining your nbn supplied equipment ™

Here’s how to ensure your nbn™ supplied equipment stays in good

working order.
Inside your premises Outside your premises
Do keep your nbn™ connection box Do keep branches and shrubs away
plugged in and switched on at all times from your nbn™ utility box. Make sure
to keep your broadband or phone you know where any underground
service working. cables are located before digging, to
Do not unplug your nbn™ connection or its avoid damaging them. You can contact
power supply, even if you are going away Dial Before You Dig by calling 1100 or
for an extended period, unless otherwise visiting 1100.com.au (enquiries are free
told to do so by your service provider. of charge). You may be charged for
repairs if cables are damaged, and your
Do not touch or disconnect the coaxial
services may be disrupted.
fly lead connection (even by unplugging
it), as this could damage the connection
and require a technician visit.
Do not use water to clean your nbn™
supplied equipment.
Do not cover or place objects on top
of your nbn™ connection box, as this
may reduce ventilation and cause it
to overheat.

8
Troubleshooting
If any of the services provided through your nbn™ connection box
stop working (e.g. internet or phone), first check the following:

Everything is plugged in External equipment

and turned on Has external nbn™ supplied equipment
Is your nbn™ connection box power been damaged? For example, a fallen
cord plugged in firmly at both ends? branch may have damaged the coaxial
(Always keep your nbn™ connection box cable connection or associated outside
plugged into AC power and connected equipment, such as the nbn™ utility box.
to the wall outlet.) If you think this may be the case, do
NOT try to remove or repair the cable
The indicator lights on your yourself. Contact your service provider
nbn™ connection box immediately.
I. The Power and Online lights should
Speed
be on.
Once your nbn™ supplied equipment
II. The Link light should either be on
has been installed and you have
or flashing.
checked that everything is working
III. The DS and US lights should be on. well, conduct a speed test by checking
IV. If the Power light flashes for more online. Ask your service provider how
than 30 minutes, contact your this can be done.
service provider.
Still can’t identify the problem
The cable and device connections or solution?
I. Coaxial fly lead: this should not be Please note which lights are on, off
pinched, kinked or bent sharply as or flashing, then contact your service
it can cause a break or short in the provider for further advice. For more
cable (and the cable may have to information visit nbn.com.au
be replaced).
II. Splitter (if you have one): make sure
the splitter(s) between your nbn™
connection box and the wall outlet
is (are) connected correctly.
III. Ethernet cable: make sure the
Ethernet cable is correctly connected.
IV. Your own equipment and devices:
check that all cables and power
points are switched on and
connected correctly.

9
Frequently asked questions
Who do I contact if I need help? Is my nbn™ connection box safe?
If you have any questions or want to Your nbn™ connection box only uses
report a fault, please call your service fixed cables and connections, which
provider in the first instance, or are not designed to emit any wireless
visit nbn.com.au radiation.

What do I do if I accidentally damage Can I plug my nbn™ connection box into

my nbn™ supplied equipment? a power board?
Your nbn™ connection box and coaxial Yes, however it is preferable that your
cable are your responsibility to keep nbn™ connection box is first connected
in good condition. If you happen to to a fixed power point. If this is not
accidentally damage any part of your possible, then your nbn™ connection box
nbn™ supplied equipment or cable, can be plugged into a double adapter,
please contact your service provider to extension cord or power board, as long
have it repaired (charges may apply). as they are safe.

Will my pay TV service be affected? Will any extra nbn™ supplied equipment
If you have an existing pay TV service, be included in my standard installation?
an nbn™ approved installer will include In some circumstances, if your premises
a splitter with your installation. The have multiple services connected or low
splitter allows both your broadband signal levels, an amplifier will be included
internet service and pay TV service to in your installation as part of your nbn™
operate from one wall outlet. It also supplied equipment. The amplifier will
ensures you’ll have minimal interruption usually be located in your nbn™ utility
to your pay TV service during box and connected to your internal wall
installation of your nbn™ connection box. outlet, as well as to a power point inside
your premises. It is important that you
Is my coaxial cable fly lead safe? leave everything connected and the
As coaxial cables conduct electricity, power on at all times.
you should never disconnect, tamper
with or alter the coaxial connection Will my monitored security system work
without consulting your service provider. over the nbn™ network?
The coaxial cable should not be pinched, Monitored security systems may operate
kinked, or bent sharply – this can cause over the nbn™ network. However, if you
a break or short in the cable (which would like to use an existing system,
may have to be replaced, and charges you should check with your security
may apply). provider to ensure it is compatible with
the nbn™ network. You should test your
If I’m going away, can I unplug my alarm on the day your service over the
service to save power? nbn™ network is activated. For more
nbn recommends leaving your nbn™ information, visit nbn.com.au/alarms
supplied equipment connected and
powered at all times.

10
What happens to my nbn™ connection Can I connect my phone to a
box and other equipment if I move? gateway (router) provided by my
Your nbn™ supplied equipment is the phone company?
property of nbn and should not be Yes. Ask your phone service provider how
removed from the premises in which it your phone can connect to a gateway
was originally installed. Contact your that is not the nbn™ connection box.
service provider for advice on
connecting services at your new premises. Will my device work during a
power blackout?
I have moved somewhere with an The nbn™ network will not work during
nbn™ connection box, how do I get it a power blackout, so you should
working? consider having an alternate form of
If you move to premises with an existing communication handy – such as a
nbn™ connection box, please contact charged mobile phone. If you have a
your service provider to arrange for a safety-critical device such as a medical
new service over the nbn™ network to alarm, fire alarm or lift emergency
be activated. phone, please speak to your equipment
provider about any alternate solutions.
Can I install cabling myself?
An nbn™ approved installer will install I have a medical alarm, what should I do?
the cabling from the street to your If you use a medical alarm, or care for
nbn™ connection box (for more someone who does, you’ll need to
information on what’s included in a register it with nbn. This will help us
standard installation, please visit identify premises where support may
nbn.com.au/installation). be needed to help minimise potential
If you choose to have additional breaks in service. To register, visit
permanent phone or data cabling nbn.com.au/medicalregister or call
installed through wall, floor or ceiling 1800 227 300, 9am – 5pm AEST,
cavities, it must be done by an ACMA Mon – Fri. You should also contact
registered cabler. Your service provider your medical alarm provider.
may be able to recommend a registered
cabler in your area.

How do I care for my nbn™

connection box?
You can clean your nbn™ connection
box by wiping it with a dry cloth.
Do not use a damp cloth on internal
equipment or cables.

11
Quick troubleshooting
Things to check Solution

If not, please contact your service

Has your broadband service
provider to enquire whether your
ever worked?
service has been activated correctly.

Ensure that you have plugged the

Is your equipment plugged into
equipment supplied by your service
the data (UNI-D) port on your
provider into the data (UNI-D) port at
nbn™ connection box?
the rear of your nbn™ connection box.

Sometimes your gateway or other

Have you tried turning your service
equipment may have stopped working
provider supplied equipment (such
and this can be resolved by turning
as your gateway) off and then on?
the power off and on.

Have you tried using another Ethernet It’s possible your Ethernet cable is
cable between your nbn™ connection faulty and is not connecting properly
box and your equipment? to your nbn™ connection box.

If your phone or broadband

internet still doesn’t work,
contact your service provider
or visit nbn.com.au

© 2016 nbn co ltd. ‘nbn’, ‘bring it on’, ‘Sky Muster’ and the Aurora device are trade marks of nbn co ltd | ABN 86 136 533 741.
NBN1004 1630085