Applies to: Australian nbn Sky Muster or Sky Muster Plus fixed satellite service with nbn connection box; your retail internet provider handles faults.
Match your symptom
| What you see | What to do next |
|---|---|
| Box blue; only one device offline | Check that device and its Wi-Fi or Ethernet path. |
| Red, long flashing white or all devices offline | Check outage and follow nbn’s ordered power cycle; call provider if persistent. |
Work through these checks
Separate local device from network outage
Test another phone or computer on the same Wi-Fi, with mobile data off. Check the nbn connection-box light and your provider’s outage information using a backup connection if possible. Solid blue means online; pulsing blue can be normal activity. One offline device with a blue box points to its own Wi-Fi or router path.
What the result means: Avoid resetting a working nbn box for a single-device problem.
Check safe router-side cables
Confirm the Ethernet cable between the nbn box and router clicks in securely; the guide identifies UNI-D 1 unless your provider gave a different port. Check router power and the cable to a wired device if used. Never disconnect the dish cable/IFL wall lead or use a damaged power adapter.
What the result means: A loose router cable is different from an nbn-installed dish fault.
Follow nbn’s ordered power cycle once
If there is no known outage and equipment is safe, turn off the nbn box, router and connected device. Wait at least 10 minutes. Start the nbn box and wait for its blue round light; then start the router and wait for its lights; finally start the device and test. Do not press RESET. If the box flashes white over 15 minutes, flashes red or stays red after reboot, report the light state to your internet provider.
What the result means: The provider can use the light status and outage history for the next step.
When to stop and get help
Do not press RESET, touch nbn-installed satellite cabling, repair the dish or use damaged power leads. Observe storm damage from the ground only. Your retail internet provider arranges the correct fault process.
What to tell support
Address and provider; connection-box ID; light colour and timing; outage/weather; affected devices; cable check and ordered restart result.
Common questions
Should I press the RESET button?
No. nbn’s connectivity guide explicitly says to power-cycle in order and not press RESET on the connection box.
Does a red light prove the dish is broken?
No. Report the exact red light pattern and whether it persists after the ordered reboot to your internet provider.
Original troubleshooting guidance based on the official sources below. Menu names can change. This is an independent guide, not a manufacturer service bulletin or a bench-tested repair.