Troubleshoot no connection on your FTTH

If your TPG FTTH service on the Opticomm network is offline, you won’t be able to visit a website, browse, stream, or download. Email and any other services that use the internet will not work. These steps will help you identify the issue.

Your service may just be affected by an outage or planned maintenance. You can check your address on Network Status page.
If there is an outage or planned maintenance, the results will give you an estimated fix time.
Find your FTTH modem and make sure the cables are plugged in securely and not damaged. Our setup guide will show you how to plug in.
You’ll need to replace any broken or chewed cables.
Find your FTTH Connection Box – this is usually installed on the inside of an exterior wall in your home, sometimes in the garage. Some older installations may be in a cabinet on an outside wall. Examples of connection boxes can be found here.
Turn off the Connection Box using the power button or power outlet for at least 10 seconds.
If an outdoor Connection Box has no visible power button or power outlet, skip this step as a restart is not possible.
Turn off the power outlet for your modem for at least 10 seconds.
Turn both devices back on and wait for your modem's Internet light to come on, then see if you van visit a website.
Do you have any devices connected to your modem with an Ethernet cable? If these devices can visit a website but devices on Wi-Fi can’t, switch to troubleshooting Wi-Fi No Connection.
If you can view websites on some devices but not others, even when they’re both connected the same way, you may need to fix some browser settings. Check out our guide on Browsing issues.
Still can't get online? Please call us on 13 14 23 and we’ll help you.