CABLE
NBN

City Cable Australia built our own network to provide FTTB service, a better alternative to NBN to the high-rise buildings and apartments.

Account activation is usually done within the same day. A technician will be dispatched onsite for exceptions, and account activation made within five working days.

Temporary internet suspension is only available for selected building. Email us on info@citycbale.com.au or call us on 1300 850 718 to check out the details. The minimum suspension period is one month, up to a maximum of three months.

We recommend making a choice based on your budget and usage.
Buying broadband hardware from us ensures compatibility and ease of use. We configure and test the hardware thoroughly before sending it out; that way you can be sure the hardware works.

Check the power LED on the front of the router, make sure it has power.

If you are using a wireless or USB connection, please switch it to the wired Ethernet connection for troubleshooting purposes.

Check that the Ethernet cable is securely connected from the modem to PC.

Restart the computer and retry the connection.

Power cycle the modem by pulling the power cord out and plugging it back in.

Disconnect the cable from the modem, plug it to a laptop which has ethernet port and make sure there is connection.

Reset the modem to factory default by pressing the reset button. The reset button usually is a tiny little hole located at the rear panel of the modem. Press and hold the reset button for 10 seconds – use a pin or paper clip to do the job. Note: The reset process require the modem to be powered on, please check and make sure the power is on while you are performing the reset.

After the reset process is done, you are required to setup the modem again. Please read the modem manual or contact our support guys for assistance if you have not done this before.

Try a different router if you have one.

If possible, connect a different computer to the modem and test the internet connection. Viruses and file sharing programs (e.g. Bittorrent, Limewire or Kazaa) could cause disconnection problems. Make sure you perform a full virus scan and stop all filesharing programs while troubleshooting.

NBN broadband is a broadband data service that provides you with internet access at you premises via the National Broadband Network.

NBN internet activation may takes up to 14 working days. NBN technician may need to onsite for service activation depends on the NBN technology at your premises.

Unfortunately, we are not offering temporary internet suspension for NBN internet.

You need to purchase an NBN compatible modem/router.
If you are unsure what kind of hardware would match your service, you may purchase the hardware from us to ensures compatibility and ease of use. We configure and test the hardware thoroughly before sending it out; that way you can be sure the hardware works.

If the internet light on your router become red or having no light on, please check the NBN outage first with https://www.nbnco.com.au/support/network-status. If there is no outage and

  • Your NBN technology is FTTC which will give you a white modem with NBN sign.

https://www.nbnco.com.au/content/dam/nbnco2/documents/Connect-Kits/res/1930120-fttc-troubleshooting-10pp-online-fa.pdf

please check page 7 for trouble shooting

  • Your NBN Technology is HFC which will give you a black modem with NBN sign.

The different coloured lights on your connection box denote specific issues your service may be experiencing.

Front of the connection box:

  • If the POWER light isn’t on, it means the connection box has no power. Check your outlet to make sure your connection box is connected correctly.
  • If the POWER light is GREEN, it means your connection box has power.
  • Your ONLINE, DOWNSTREAM and UPSTREAM flash when the connection box is starting up. No need to do anything, just wait for the connection box to finishing powering on. When the light is a SOLID green, everything is working.
  • When both the UPSTREAM and DOWNSTREAM light is flashing, that means the connection box is doing a firmware update. No need to do anything, just wait for the update to complete.
  • If you find your UPSTREAM and DOWNSTREAM line is FLASHING, but the ONLINE light is off, there’s no connection to the network. You’ll need to contact support team.

If the modem is working fine,

Check the power LED on the front of the router, make sure it has power.

If you are using a wireless or USB connection, please switch it to the wired Ethernet connection for troubleshooting purposes.

Check that the Ethernet cable is securely connected from the modem to router.

Restart the computer and retry the connection.

Power cycle the router by pulling the power cord out and plugging it back in.

Disconnect the cable from the router, plug it to a laptop which has ethernet port and make sure there is connection and do a speed test.

Reset the router to factory default by pressing the reset button. The reset button usually is a tiny little hole located at the rear panel of the router. Press and hold the reset button for 10 seconds – use a pin or paper clip to do the job. Note: The reset process require the router to be powered on, please check and make sure the power is on while you are performing the reset.

Try a different router if you have one.

If possible, connect a different computer to the modem and test the internet connection. Viruses and file sharing programs (e.g. Bittorrent, Limewire or Kazaa) could cause disconnection problems. Make sure you perform a full virus scan and stop all filesharing programs while troubleshooting.

CABLE
NBN

City Cable Australia built our own network to provide FTTB service, a better alternative to NBN to the high-rise buildings and apartments.

Account activation is usually done within the same day. A technician will be dispatched onsite for exceptions, and account activation made within five working days.

Temporary internet suspension is only available for selected building. Email us on info@citycbale.com.au or call us on 1300 850 718 to check out the details. The minimum suspension period is one month, up to a maximum of three months.

We recommend making a choice based on your budget and usage.
Buying broadband hardware from us ensures compatibility and ease of use. We configure and test the hardware thoroughly before sending it out; that way you can be sure the hardware works.

Check the power LED on the front of the router, make sure it has power.

If you are using a wireless or USB connection, please switch it to the wired Ethernet connection for troubleshooting purposes.

Check that the Ethernet cable is securely connected from the modem to PC.

Restart the computer and retry the connection.

Power cycle the modem by pulling the power cord out and plugging it back in.

Disconnect the cable from the modem, plug it to a laptop which has ethernet port and make sure there is connection.

Reset the modem to factory default by pressing the reset button. The reset button usually is a tiny little hole located at the rear panel of the modem. Press and hold the reset button for 10 seconds – use a pin or paper clip to do the job. Note: The reset process require the modem to be powered on, please check and make sure the power is on while you are performing the reset.

After the reset process is done, you are required to setup the modem again. Please read the modem manual or contact our support guys for assistance if you have not done this before.

Try a different router if you have one.

If possible, connect a different computer to the modem and test the internet connection. Viruses and file sharing programs (e.g. Bittorrent, Limewire or Kazaa) could cause disconnection problems. Make sure you perform a full virus scan and stop all filesharing programs while troubleshooting.

NBN broadband is a broadband data service that provides you with internet access at you premises via the National Broadband Network.

NBN internet activation may takes up to 14 working days. NBN technician may need to onsite for service activation depends on the NBN technology at your premises.

Unfortunately, we are not offering temporary internet suspension for NBN internet.

You need to purchase an NBN compatible modem/router.
If you are unsure what kind of hardware would match your service, you may purchase the hardware from us to ensures compatibility and ease of use. We configure and test the hardware thoroughly before sending it out; that way you can be sure the hardware works.

If the internet light on your router become red or having no light on, please check the NBN outage first with https://www.nbnco.com.au/support/network-status. If there is no outage and

  • Your NBN technology is FTTC which will give you a white modem with NBN sign.

https://www.nbnco.com.au/content/dam/nbnco2/documents/Connect-Kits/res/1930120-fttc-troubleshooting-10pp-online-fa.pdf

please check page 7 for trouble shooting

  • Your NBN Technology is HFC which will give you a black modem with NBN sign.

The different coloured lights on your connection box denote specific issues your service may be experiencing.

Front of the connection box:

  • If the POWER light isn’t on, it means the connection box has no power. Check your outlet to make sure your connection box is connected correctly.
  • If the POWER light is GREEN, it means your connection box has power.
  • Your ONLINE, DOWNSTREAM and UPSTREAM flash when the connection box is starting up. No need to do anything, just wait for the connection box to finishing powering on. When the light is a SOLID green, everything is working.
  • When both the UPSTREAM and DOWNSTREAM light is flashing, that means the connection box is doing a firmware update. No need to do anything, just wait for the update to complete.
  • If you find your UPSTREAM and DOWNSTREAM line is FLASHING, but the ONLINE light is off, there’s no connection to the network. You’ll need to contact support team.

If the modem is working fine,

Check the power LED on the front of the router, make sure it has power.

If you are using a wireless or USB connection, please switch it to the wired Ethernet connection for troubleshooting purposes.

Check that the Ethernet cable is securely connected from the modem to router.

Restart the computer and retry the connection.

Power cycle the router by pulling the power cord out and plugging it back in.

Disconnect the cable from the router, plug it to a laptop which has ethernet port and make sure there is connection and do a speed test.

Reset the router to factory default by pressing the reset button. The reset button usually is a tiny little hole located at the rear panel of the router. Press and hold the reset button for 10 seconds – use a pin or paper clip to do the job. Note: The reset process require the router to be powered on, please check and make sure the power is on while you are performing the reset.

Try a different router if you have one.

If possible, connect a different computer to the modem and test the internet connection. Viruses and file sharing programs (e.g. Bittorrent, Limewire or Kazaa) could cause disconnection problems. Make sure you perform a full virus scan and stop all filesharing programs while troubleshooting.

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