Quick Start Guide: NBN Fibre To The Premises (FTTP)

This guide will provide all the information that you need to set up your Optus modem once your property has been connected to the nbn™.

Haven’t got your modem yet? You can track your order progress in real time. Visit optus.com.au and enter your order number which you’ll find in either your confirmation email or text.

Click on the below modem you are looking to set up

This guide is for the Optus supplied Sagemcom F@st 3864V3 OP / 3864V3 AC modem. If you have another Optus suppled modem, you can find the instructions here.

Install your modem

When your connection is activated we’ll send a text to let you know.  If you plug in your Optus modem before your service is activated, the lights on the modem won’t flash. If this happens, just leave the modem plugged in and the modem will complete the connection automatically when the service is activated.

Step 1

You’ll need to make sure you have access to your nbn™ Connection Box and your Optus Welcome Letter to complete this step. If your Connection Box is covered, you’ll need to remove the cover.

You can do this by pressing the two clips at the base upward, then pull the bases of the cover out (away from the wall), then up to remove it completely.

Removing the cover

Step 2

Grab the Ethernet cable with red connectors and plug one end into the red port on your modem – it’s the one that says ‘Fibre’.

modem and nbn connection box connected with the ethernet cable

Plug the other end of the Ethernet cable with red connectors into the UNI-D port on the underside of the nbn™ Connection Box (your Welcome Letter tells you which port to use). If you don’t have your welcome letter handy try UNI-D1.

Finding the ports

Step 3

Plug the Power Adapter into a power point and the other end into your modem. Switch both on.

The modem will now start its special synchronisation sequence, which can take up to 15 minutes.  The lights will flash until it’s finished and then stay on (the ‘Internet’ light may still flash intermittently). You don’t need to wait for this to finish before continuing with the next sections.

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Install your Phone (if you have one)

Your modem is now installed, now it’s time to plug in your phone.

If you already have a home phone: Unplug it from the existing wall socket and into phone port 1 in the back of your modem,  (you won’t need to use the wall socket any more). 

Got a new home phone? Plug one end of the phone cable into the back of your phone and the other end into the phone port 1 in the back of your modem (port labelled below).

modem and phone connected by the phone cable

 

If you pick up the handset and you've got a dial tone -  you’re all set up.  

No dial tone? Check that the phone light is on and not blinking. If it’s not, wait a few minutes and try again. If after 15 minutes the light isn’t on and you still can’t get a dial tone, perform the troubleshooting steps outlined in the section below.

Note. If you’re porting your number to Optus, it may take a day or two to complete if you started the port outside of 8.30am– 4.45pm, Monday to Friday AEDT/AEST. You will be able to make calls once the modem has been activated, however, you won’t be able to receive calls on this number until the port is complete. We’ll send you a text when it’s completed.

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BYO Modem?

Want to use your own modem with an Optus NBN connection? Please be aware Optus Broadband support will be limited to assistance with your account; online services (such as email) and your NBN connection.

For specific information about your modem you'll need to refer to the manual that came with your selected device.

Cannot Connect?

You must plug your Optus supplied modem in first to activate your nbn™ connection. Once your service is activated and working, you can then swap the connection over to your own device.

Cannot make or receive phone calls?

If you have a home phone number on the nbn™, you must use the Optus supplied modem as your main network connection as the modem is specially configured to your phone number.

You can still use your own modem / router but only as a router that is plugged into the Optus modem. Check out these articles for more information:

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Connect to your modem

You have now plugged your modem into the nbn™ Connection Box, now it’s time to get your devices connected to your modem.

How you would like to setup your internet connection?

To get the best experience, Optus recommends connecting using Ethernet Cable.

Ethernet

Grab the Ethernet cable with yellow connectors, connect one end of the cable to a yellow Ethernet port on your new modem and the other to an Ethernet port on your computer.

modem and computer connected by the ethernet cable

WIFI

Just so you know, WiFi is a slower technology than nbn™ using Ethernet cables, so choosing WiFi might mean you’re not using your connection to its full potential.

What sort of device would you like to setup your internet connection on?

Computer

Step 1

Locate the WiFi settings on your computer; these will vary depending on your operating system. It should look something like this.

WiFi symbols

Step 2

Select your WiFi network from the list of available networks. If your modem comes with dual-band WiFi, you’ll see two options when you’re scanning for available WiFi hotspots.

One hotspot will have a name that matches your WiFi fridge magnet which came with your modem; the other has the same name but also “_5GHz” at the end. Choose this second one for the best performance.

To make it as easy as possible, the password is the same for both.

I don’t see two WiFi hotspots

Don’t worry if you don’t see both. Simply connect to the available option. This might happen because some devices aren’t able to connect to the 5GHz band.

WiFi information card

Tablet/Phone

What type of device are you using?

Apple (iOS) - MODEM SETUP FOR APPLE DEVICES

Step 1: Find your WiFi Settings

  • Tap Settings
  • Tap Wi-Fi

Step 2: Turn on WiFi

  • Tap the indicator next to "Wi-Fi" until the function is turned on
  • A list of WiFi networks within range will be displayed

Step 3: Connect to your Modem

Select your WiFi network from the list of available networks. If your modem comes with dual-band WiFi, you’ll see two options when you’re scanning for available WiFi hotspots.

One hotspot will have a name that matches your WiFi fridge magnet which came with your modem; the other has the same name but also “_5GHz” at the end. Choose this second one for the best performance.

To make it as easy as possible, the password is the same for both.

I don’t see two WiFi hotspots

Don’t worry if you don’t see both. Simply connect to the available option. This might happen because some devices aren’t able to connect to the 5GHz band.

Follow the instructions on the display to enter the password (also on the magnet) and tap Join

Step 4: Return to the home screen

  • Tap the Home key to return to the home screen

Android - MODEM SETUP FOR ANDROID DEVICES

Step 1: Find your WiFi Settings

  • Tap Settings
  • Tap Wi-Fi

Step 2: Turn on WiFi

  • Tap the indicator next to "Wi-Fi" until the function is turned on
  • A list of WiFi networks within range will be displayed

Step 3: Connect to your Modem

Select your WiFi network from the list of available networks. If your modem comes with dual-band WiFi, you’ll see two options when you’re scanning for available WiFi hotspots.

One hotspot will have a name that matches your WiFi fridge magnet which came with your modem; the other has the same name but also “_5GHz” at the end. Choose this second one for the best performance.

To make it as easy as possible, the password is the same for both.

I don’t see two WiFi hotspots

Don’t worry if you don’t see both. Simply connect to the available option. This might happen because some devices aren’t able to connect to the 5GHz band.

Follow the instructions on the display to enter the password (also on the magnet) and tap Connect

Step 4: Return to the home screen

  • Tap the Home key to return to the home screen

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Get Online

Now it's time to confirm your internet connection

Open up a web browser on your computer or device, type 192.168.0.1 in the Address Bar, then hit Go. You should see the screen below:

Modem firmware screen

If you don’t see this screen please try your favourite web page, if it loads properly you are online, if it still doesn’t work take a look at the steps in the troubleshooting section below.

Note. 192.168.0.1 is your modem setup page, keep the address handy as you may need to visit here again. For a guide on the features of your new Optus modem see our Device Manuals page.

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Troubleshooting

If you're unable to connect please try these troubleshooting steps. If this guide is unable to help get your nbn™ internet connection working, it will provide you with info on how to report the fault to us.

Step 1: Restart Your Modem

Remove the power cable from the back of your modem for at least 60 seconds, then plug it back in.

Wait approximately 2 minutes for the lights on the modem to become stable.

Try and bring up your favourite page on your device; Not able to browse? Continue onto next step

Step 2: Check the Power to the nbn™ Connection Box

Check the Power Light inside your nbn™ Connection Box, you may need to remove the cover by pressing the two clips at the base and pulling the base of the cover out (please don't use force to remove it or touch/uncoil the cables inside).

This is where the Power light is

The Power light is:

  • FLASHING GREEN: The nbn™ Connection Box is still starting up; this will change to solid green within 15 minutes
  • SOLID GREEN: The nbn™ Connection Box’s power supply is working correctly - continue to the next step
  • SOLID RED: The nbn™ Connection Box is running on battery power, do you have a power outage? If you do your internet will not work until mains power is on again
  • OFF: Double check that the power supply cable is plugged in correctly.  Remove the power cable to your nbn™ Connection Box at the power socket, after 15 seconds plug this back in. Confirm this cable is not plugged into a power board as this can cause problems with power to your nbn™ Connection Box

Step 3: Check the Connection to the nbn™ Equipment

Check the Optical Light inside your nbn™ Connection Box:

This is where the Optical light is

The Optical light is:

  • FLASHING GREEN: This is normal, you have an active connection which is transferring data - continue to the next step
  • SOLID GREEN: This is normal, you have an active connection, however it's not transferring data - continue to the next step
  • SOLID RED: The nbn™ Connection Box has lost connection to the network, please contact us on this contact number
  • OFF: Your nbn™ Connection Box has not been connected to the network.  Have you received you connection confirmation text? If not please allow up to 4 hours for the connection to be activated if it’s been more than four hours please contact us on this contact number

Call us on 1300 300 427

Step 4: Check Your Wiring

Has there ever been an internet or phone connection installed previously at this address?

  • YES: Check the wiring and existing sockets throughout the premise for any line filters (such as pictured below) and remove them
    • After you've removed all the line filters - restart your modem again and try and bring up your favourite page on your device; Not able to browse? Continue to the next step
  • NO: Continue to the next step

DSL line filter

Step 5: Check Data Connection to Your Modem

On your modem, the Internet light is:

internet light on the modem

  • RED: No data connection
    • Check the cabling from the nbn™ Connection Box to the modem. Is it plugged in properly?
    • Is it your activation day, and have you received your confirmation text? When your service is activated we will send you a text to advise.  If you plug in your modem before your activation day your modem won’t work.
    • Haven’t got your activation text? Installations are completed by 5pm on the date we have advised for your installation, please leave the modem plugged in and switched on.
  • BLINKING: Your modem is transferring data over an active internet connection.
    • Try and bring up your favourite page on your device; Not able to browse? Continue to the next step
  • ON: Your modem is connected to an active internet connection, however no data is being transferred.
    • Try and bring up your favourite page on your device; Not able to browse? Continue to the next step

Step 6: Check Your WiFi Setup

If you are connecting over WiFi we will need to check how your wireless connection is working.

On your modem, the Wireless light is:

wireless light on the modem

  • OFF: Your WiFi is off. To switch on, push the WiFi On/Off button on the front of the modem
  • ON: WiFi is connected with no data being transferred. Restart the WiFi connection by push the WiFi On/Off button on the front of the modem
  • BLINKING: This is normal, WiFi is connected and data is being transferred over WiFi

Can’t Connect over WiFi?

  • If possible try connecting to the modem via Ethernet Cable
  • Refresh your modem connection by turning your modem off and on again, and computer/device at the same time and allowing a few minutes to start a fresh connection

Step 7: Restore Your Modem

If you have tried all the above steps it may help to restore the factory default settings.

Please note: All settings in your modem are deleted during this process.

1. Turn the bottom of your modem towards you
2. Tap and hold the RESET button for about 7 seconds using a sharp-pointed non-metallic object. Wait while your modem restores the factory default settings

You will have to wait a few minutes for the modem to reboot.

Step 8: Confirm Your NBN Port

Check your welcome letter to ensure that your nbn connection is plugged into the correct UN-ID Port.

Whilst most customers will use UN-ID port 1, some NBN connections may have been assigned a different port.

If your internet service is not working, try installing your modem into one of the other ports starting with UN-ID port 2.

Step 9: Still Need Help?

Thanks for doing this troubleshooting with us, in most case it resolves these types of problems. It appears, however, that the reason behind the connection issue is more complex.

  • For people-powered support you can ask, answer and join the discussion at Yes Crowd
  • Alternatively, please contact us so that we can assist

Call us on 1300 300 427

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This guide is for the Optus supplied Sagemcom F@st 3864 OP / 3864 AC modem. If you have another Optus suppled modem, you can find the instructions here.

Install your modem

When your connection is activated we’ll send a text to let you know.  If you plug in your Optus modem before your service is activated, the lights on the modem won’t flash. If this happens, just leave the modem plugged in and the modem will complete the connection automatically when the service is activated.

Step 1

You’ll need to make sure you have access to your nbn™ Connection Box and your Optus Welcome Letter to complete this step. If your Connection Box is covered, you’ll need to remove the cover.

You can do this by pressing the two clips at the base upward, then pull the bases of the cover out (away from the wall), then up to remove it completely.

Removing the cover

Step 2

Grab the Ethernet cable with red connectors and plug one end into the red port on your modem – it’s the one that says ‘Fibre’.

Plug the Ethernet cable into the red port on your modem

Plug the other end of the Ethernet cable with red connectors into the UNI-D port on the underside of the nbn™ Connection Box (your Welcome Letter tells you which port to use). If you don’t have your welcome letter handy try UNI-D1

Finding the ports

Step 3

Plug the Power Adapter into a power point and the other end into your modem. Switch both on.

The modem will now start its special synchronisation sequence, which can take up to 15 minutes, the lights will flash until it’s finished and then stay on (the ‘Internet’ light may still flash intermittently). You don’t need to wait for this to finish before continuing with the next sections.

Back to Top

Install your Phone (if you have one)

Your modem is now installed, now it’s time to plug in your phone.

If you already have a home phone: Unplug it from the existing wall socket and into phone port 1 in back of your modem you won’t need to use the wall socket any more.

Got a new home phone? No problem. Plug one end of the phone cable into the back of your phone and the other end into the phone port 1 in the back of your modem (port labelled below).

Connecting your modem via Ethernet cable

 

If you pick up the handset and you've got a dial tone -  you’re all set up.  

No dial tone? Check that the phone light is on and not blinking. If it’s not, wait a few minutes and try again. If after 15 minutes the light isn’t on and you still can’t get a dial tone, perform the troubleshooting steps outlined in the section below.

Note. If you’re porting your number to Optus, it may take a day or two to complete if you started the port outside of 8.30am– 4.45pm, Monday to Friday AEDT/AEST. You will be able to make calls once the modem has been activated, however, you won’t be able to receive calls on this number until the port is complete. We’ll send you a text when it’s completed.

Back to Top

BYO Modem?

Want to use your own modem with an Optus NBN connection? Please be aware Optus Broadband support will be limited to assistance with your account; online services (such as email) and your NBN connection.

For specific information about your modem you'll need to refer to the manual that came with your selected device.

Cannot Connect?

You must plug your Optus supplied modem in first to activate your nbn™ connection. Once your service is activated and working, you can then swap the connection over to your own device.

Cannot make or receive phone calls?

If you have a home phone number on the nbn™, you must use the Optus supplied modem as your main network connection as the modem is specially configured to your phone number.

You can still use your own modem / router but only as a router that is plugged into the Optus modem. Check out these articles for more information:

Back to Top

Connect to your modem

You have now plugged your modem into the nbn™ Connection Box, now it’s time to get your devices connected to your modem.

How you would like to setup your internet connection?

To get the best experience, Optus recommends connecting using Ethernet Cable.

Ethernet

Grab the Ethernet cable with yellow connectors, connect one end of the cable to a yellow Ethernet port on your new modem and the other to an Ethernet port on your computer.

Connecting your modem via Ethernet cable

WIFI

Just so you know, WiFi is a slower technology than nbn™ using Ethernet cables, so choosing WiFi might mean you’re not using your connection to its full potential.

What sort of device would you like to setup your internet connection on?

Computer

Step 1

Locate the WiFi settings on your computer; these will vary depending on your operating system. It should look something like this.

WiFi symbols

Step 2

Select your WiFi network from the list of available networks. If your modem comes with dual-band WiFi, you’ll see two options when you’re scanning for available WiFi hotspots.

One hotspot will have a name that matches your WiFi fridge magnet which came with your modem; the other has the same name but also “_5GHz” at the end. Choose this second one for the best performance.

To make it as easy as possible, the password is the same for both.

I don’t see two WiFi hotspots

Don’t worry if you don’t see both. Simply connect to the available option. This might happen because some devices aren’t able to connect to the 5GHz band.

WiFi information card

Tablet/Phone

What type of device are you using?

Apple (iOS) - MODEM SETUP FOR APPLE DEVICES

Step 1: Find your WiFi Settings

  • Tap Settings
  • Tap Wi-Fi

Step 2: Turn on WiFi

  • Tap the indicator next to "Wi-Fi" until the function is turned on
  • A list of WiFi networks within range will be displayed

Step 3: Connect to your Modem

Select your WiFi network from the list of available networks. If your modem comes with dual-band WiFi, you’ll see two options when you’re scanning for available WiFi hotspots.

One hotspot will have a name that matches your WiFi fridge magnet which came with your modem; the other has the same name but also “_5GHz” at the end. Choose this second one for the best performance.

To make it as easy as possible, the password is the same for both.

I don’t see two WiFi hotspots

Don’t worry if you don’t see both. Simply connect to the available option. This might happen because some devices aren’t able to connect to the 5GHz band.

Follow the instructions on the display to enter the password (also on the magnet) and tap Join

Step 4: Return to the home screen

  • Tap the Home key to return to the home screen

Android - MODEM SETUP FOR ANDROID DEVICES

Step 1: Find your WiFi Settings

  • Tap Settings
  • Tap Wi-Fi

Step 2: Turn on WiFi

  • Tap the indicator next to "Wi-Fi" until the function is turned on
  • A list of WiFi networks within range will be displayed

Step 3: Connect to your Modem

Select your WiFi network from the list of available networks. If your modem comes with dual-band WiFi, you’ll see two options when you’re scanning for available WiFi hotspots.

One hotspot will have a name that matches your WiFi fridge magnet which came with your modem; the other has the same name but also “_5GHz” at the end. Choose this second one for the best performance.

To make it as easy as possible, the password is the same for both.

I don’t see two WiFi hotspots

Don’t worry if you don’t see both. Simply connect to the available option. This might happen because some devices aren’t able to connect to the 5GHz band.

Follow the instructions on the display to enter the password (also on the magnet) and tap Connect

Step 4: Return to the home screen

  • Tap the Home key to return to the home screen

Back to Top

Get Online

Now it's time to confirm your internet connection.

Open up a web browser on your computer or device, type 192.168.0.1 in the Address Bar, then hit Go. You should see the screen below:

Modem firmware screen

If you don’t see this screen please try your favourite web page, if it loads properly you are online, if it still doesn’t work take a look at the steps in the troubleshooting section below

Note. 192.168.0.1 is your modem setup page, keep the address handy as you may need to visit here again. For a guide on the features of your new Optus modem see our Device Manuals page.

Back to Top

Troubleshooting

If you're unable to connect please try these troubleshooting steps. If this guide is unable to help get your NBN internet connection working it will provide you with info on how to report the fault to us.

Step 1: Restart Your Modem

Remove the power cable from the back of your modem for at least 60 seconds, then plug it back in.

Wait approximately 2 minutes for the lights on the modem to become stable.

Try and bring up your favourite page on your device; Not able to browse? Continue onto next step

Step 2: Check the Power to the nbn™ Connection Box

Check the Power Light inside your nbn™ Connection Box, you may need to remove the cover by pressing the two clips at the base and pulling the base of the cover out (please don't use force to remove it or touch/uncoil the cables inside).

This is where the Power light is

The Power light is:

  • FLASHING GREEN: The nbn™ Connection Box is still starting up; this will change to solid green within 15 minutes
  • SOLID GREEN: The nbn™ Connection Box’s power supply is working correctly - continue to the next step
  • SOLID RED: The nbn™ Connection Box is running on battery power, do you have a power outage? If you do your internet will not work until mains power is on again
  • OFF: Double check that the power supply cable is plugged in correctly.  Remove the power cable to your nbn™ Connection Box at the power socket, after 15 seconds plug this back in. Confirm this cable is not plugged into a power board as this can cause problems with power to your nbn™ Connection Box

Step 3: Check the Connection to the nbn™ Equipment

Check the Optical Light inside your nbn™ Connection Box:

This is where the Optical light is

The Optical light is:

  • FLASHING GREEN: This is normal, you have an active connection which is transferring data - continue to the next step
  • SOLID GREEN: This is normal, you have an active connection, however it's not transferring data - continue to the next step
  • SOLID RED: The nbn™ Connection Box has lost connection to the network, please contact us on this contact number
  • OFF: Your nbn™ Connection Box has not been connected to the network.  Have you received you connection confirmation text? If not please allow up to 4 hours for the connection to be activated if it’s been more than four hours please contact us on this contact number

Call us on 1300 300 427

Step 4: Check Your Wiring

Has there ever been an internet or phone connection installed previously at this address?

  • YES: Check the wiring and existing sockets throughout the premise for any line filters (such as pictured below) and remove them
    • After you've removed all the line filters - restart your modem again and try and bring up your favourite page on your device; Not able to browse? Continue to the next step
  • NO: Continue to the next step

DSL line filter

Step 5: Check Data Connection to Your Modem

On your modem, the Internet light is:

This is where the Internet light is

  • RED: No data connection
    • Check the cabling from the nbn™ Connection Box to the modem. Is it plugged in properly?
    • Is it your activation day, and have you received your confirmation text? When your service is activated we will send you a text to advise; if you plug in your modem before your activation day your modem won’t work.
    • Haven’t got your activation text? Installations are completed by 5pm on the date we have advised for your installation, please leave the modem plugged in and switched on.
  • BLINKING: Your modem is transferring data over an active internet connection.
    • Try and bring up your favourite page on your device; Not able to browse? Continue to the next step
  • ON: Your modem is connected to an active internet connection, however no data is being transferred.
    • Try and bring up your favourite page on your device; Not able to browse? Continue to the next step

Step 6: Check Your WiFi Setup

If you are connecting over WiFi we will need to check how your wireless connection is working.

On your modem, the Wireless light is:

This is where the Wireless light is

  • OFF: Your WiFi is off. To switch on, push the WiFi On/Off button on the front of the modem
  • ON: WiFi is connected with no data being transferred. Restart the WiFi connection by push the WiFi On/Off button on the front of the modem
  • BLINKING: This is normal, WiFi is connected and data is being transferred over WiFi

Can’t Connect over WiFi?

  • If possible try connecting to the modem via Ethernet Cable
  • Refresh your modem connection by turning your modem off and on again, and computer/device at the same time and allowing a few minutes to start a fresh connection

Step 7: Restore Your Modem

If you have tried all the above steps it may help to restore the factory default settings.

Please note: all settings in your modem are deleted during this process.

1. Turn the bottom of your modem towards you
2. Tap and hold the RESET button for about 7 seconds using a sharp-pointed non-metallic object. Wait while your modem restores the factory default settings.

You will have to wait a few minutes for the modem to reboot.

Step 8: Confirm Your NBN Port

Check your welcome letter to ensure that your nbn connection is plugged into the correct UN-ID Port.

Whilst most customers will use UN-ID port 1, some NBN connections may have been assigned a different port.

If your internet service is not working, try installing your modem into one of the other ports starting with UN-ID port 2.

Step 9: Still Need Help?

Thanks for doing this troubleshooting with us, in most case it resolves these types of problems. It appears, however, that the reason behind the connection issue is more complex.

  • For people-powered support you can ask, answer and join the discussion at Yes Crowd
  • Alternatively, please contact us so that we can assist

Call us on 1300 300 427

Back to Top