Quick Start Guide: NBN Cable

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 SMS.

Click on the below modem you are looking to set up

This guide will provide all the information you need to setup your Sagemcom F@st 3864V3 Optus gateway once your property has been connected to Optus NBN cable.

Haven’t got your nbn™ Connection Box or Optus gateway 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 SMS.

Before you start - Installing the nbn™ Connection Box

If an nbn™ technician has visited your property and installed a Connection Box

Unplug everything from your old gateway and put it to one side – you won’t need it anymore. You’re ready to set up your Optus gateway. 

If you’re installing the nbn™ Connection Box yourself

nbn™ should have sent you a kit in the mail which must be installed before you set up your new Optus gateway (the nbn™ Connection Box connects to your cable wall outlet).  If you have more than one cable wall outlet, you’ll know if the correct wall outlet is connected when all four lights on the front panel of the nbn™ Connection Box turn solid green. You may need to install the splitter if you’re sharing the connection with an existing service.

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Install your Optus Gateway

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

Step 1

Take your new Optus gateway to your nbn™ Connection Box (it will look like one of the figures below):

Types of nbn™ Connection Boxes

Your nbn™ Connection Box should be connected to a wall socket inside your home. If you have other cable services in your property (like Foxtel) there might also be a splitter plugged into your nbn™ Connection Box.

Step 2

Next, take the Ethernet cable with red connectors and plug one end into the red port on your gateway labelled WAN. Plug the other end of the Ethernet cable (red connectors) into the nbn™ Connection Box in the yellow port on the back labelled UNI-D1.

Modem Connection Image

Step 3

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

Heads Up: The gateway will start its synchronization sequence, which can take up to 15 minutes. During this time, 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 gateway is now installed, now it’s time to plug in your phone.

If your home phone is cordless

Plug it into a power point and turn it on.

Connect your phone

Remove your existing home phone cable from the wall socket or port and plug it into the first phone port on the back of your gateway.

Your existing phone sockets will no longer work. To use them for a phone, fax or security alarm, you’ll need new cables from a registered cabler. You can’t do this yourself. You can find a cabler at registeredcablers.com.au/find-cablers/. Or you can book a technician through us. 

Connect Phone Image

 

Pick up the handset

  • Hear a dial tone? You’re good to go.
  • No dial tone?  Check that the phone light on the gateway is on and solid. If there’s no light or the light is blinking, wait a few minutes and pick up the phone again. If the light isn’t on after 15 minutes and you still can’t get a dial tone, perform the troubleshooting steps outlined in the section below.

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Transferring your home phone number to Optus?

You can make calls immediately, but if you set up your gateway after 4.45pm and before 8.30am on weekdays (AEDT/AEST) you won’t be able to receive calls until the transfer is complete.

We’ll send you an SMS when the number is working.

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BYO Gateway?

Want to use your own gateway 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 gateway you'll need to refer to the manual that came with your selected device. 

If you are using the Optus gateway, you can skip ahead to the next section.

Cannot Connect?

You must plug your Optus supplied gateway 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 gateway as your main network connection as the gateway is specially configured to your phone number.

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

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Connect to your Gateway

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

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 gateway and the other to an Ethernet port on your computer.

Connect Ethernet Cable Image

WIFI

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 gateway 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 gateway; 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) - GATEWAY 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 Gateway

Select your WiFi Network from the list of available networks. It’s the WiFi network name written on the magnet that came with your gateway.

If your gateway 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 gateway; 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 - GATEWAY 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 Gateway

Select your WiFi Network from the list of available networks. If your gateway 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 gateway; 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.

After you’ve plugged your gateway in, please leave it switched on for at least 10 minutes to give it time to set up properly.

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.

Heads up: 192.168.0.1 is your gateway setup page, keep the address handy as you may need to visit here again. For a guide on the features of your new Optus gateway 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 up and running it will provide you with info on how to report the fault to us.

Step 1: Restart Your Gateway

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

Wait approximately 2 minutes for the lights on the gateway 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 - depending on the connection box, the power light will be located as follows:

Check the Power light

The Power light is:

  • OFF: Unplug 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
  • ON: This is what should be happening  - continue to the next step

Step 3: Check the Connection to the nbn™ Connection Box

Check the Downstream light

ARRIS Touchstone™ CM8200B nbn™ Connection Box

The Downstream light is:

  • FLASHING GREEN: The nbn™ Connection Box is searching for a downstream connection (this can take up to 5 minutes to complete)
    • If the ONLINE light is on at the same time the nbn™ Connection Box is upgrading its firmware, please allow 30 minutes for the firmware to upgrade
    • Check the coaxial cable: If it remains flashing after the gateway has finished booting up, check the coaxial cable connection - is it plugged into the connection box properly?
    • If light is flashing for more than 30 minutes: please contact us

    Call us on 1300 300 427

  • OFF: There is no internet connection
    • Check the coaxial cable from the wall plate to the nbn™ Connection Box - if is it plugged from the wall plate into the connection box properly?
    • Has it just been turned on? Allow up to 30 minutes for the connection box to establish a connection to the NBN
  • STEADY GREEN: Your gateway is connected to the network
    • Try and bring up your favourite page on your device; Not able to browse? Continue to the next step
ARRIS CM820

The DS LIGHT is:

  • OFF: There is no internet connection
    • Check the coaxial cable from the wall plate to the nbn™ Connection Box - if is it plugged from the wall plate into the connection box properly?
    • Has it just been turned on? Allow up to 30 minutes for the connection box to establish a connection to the NBN
  • FLASHING GREEN:
    • Check the coaxial cable from the wall plate to the nbn™ Connection Box - if is it plugged from the wall plate into the connection box properly?
  • STEADY GREEN: Your gateway is connected to the network
    • Try and bring up your favourite page on your device; Not able to browse? Continue to the next step

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 gateway 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 Gateway

On your gateway, the Internet light is:

Modem Data Light

  • RED: No data connection
    • Check the cabling from the nbn™ Connection Box to the gateway. Is it plugged in properly?
    • Is it your activation day, and have you received your confirmation SMS? When your service is activated we will send you a SMS to advise; if you plug in your gateway before your activation day your gateway won’t work
    • Haven’t got your activation SMS? Installations are completed by 5pm on the date we have advised for your installation, please leave the gateway plugged in and switched on
  • BLINKING: Your gateway 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 gateway 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 gateway, the Wireless light is:

modem wifi light

  • OFF: Your WiFi is off. To switch on, push the WiFi On/Off button on the front of the gateway
  • 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 gateway
  • 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 gateway via Ethernet Cable
  • Refresh your gateway connection by turning your gateway 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 Gateway

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

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

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

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

Step 8: 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

This guide will provide all the information you need to setup your Sagemcom F@st 3864 Optus gateway once your property has been connected to Optus NBN cable.

Haven’t got your nbn™ Connection Box or Optus gateway 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 SMS.

Before you start - Installing the nbn™ Connection Box

If an nbn™ technician has visited your property and installed a Connection Box

Unplug everything from your old gateway and put it to one side – you won’t need it anymore. You’re ready to set up your Optus gateway. 

If you’re installing the nbn™ Connection Box yourself

nbn™ should have sent you a kit in the mail which must be installed before you set up your new Optus gateway (the nbn™ Connection Box connects to your cable wall outlet).  If you have more than one cable wall outlet, you’ll know if the correct wall outlet is connected when all four lights on the front panel of the nbn™ Connection Box turn solid green. You may need to install the splitter if you’re sharing the connection with an existing service.

Back to Top

Install your Optus Gateway

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

Step 1

Take your new Optus gateway to your nbn™ Connection Box (it will look like one of the figures below):

Types of nbn™ Connection Boxes

Your nbn™ Connection Box should be connected to a wall socket inside your home. If you have other cable services in your property (like Foxtel) there might also be a splitter plugged into your nbn™ Connection Box.

Step 2

Next, take the Ethernet cable with red connectors and plug one end into the red port on your gateway labelled WAN. Plug the other end of the Ethernet cable (red connectors) into the nbn™ Connection Box in the yellow port on the back labelled UNI-D1.

Connecting the Ethernet cable

Step 3

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

Heads Up: The gateway will start its synchronization sequence, which can take up to 15 minutes. During this time, 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 gateway is now installed, now it’s time to plug in your phone.

If your home phone is cordless

Plug it into a power point and turn it on.

Connect your phone

Remove your existing home phone cable from the wall socket or port and plug it into the first phone port on the back of your gateway.

Your existing phone sockets will no longer work. To use them for a phone, fax or security alarm, you’ll need new cables from a registered cabler. You can’t do this yourself. You can find a cabler at registeredcablers.com.au/find-cablers/. Or you can book a technician through us. 

Image showing Phone port 1

 

Pick up the handset

  • Hear a dial tone? You’re good to go.
  • No dial tone?  Check that the phone light on the gateway is on and solid. If there’s no light or the light is blinking, wait a few minutes and pick up the phone again. If the light isn’t on after 15 minutes and you still can’t get a dial tone, perform the troubleshooting steps outlined in the section below.

Back to Top

Transferring your home phone number to Optus?

You can make calls immediately, but if you set up your gateway after 4.45pm and before 8.30am on weekdays (AEDT/AEST) you won’t be able to receive calls until the transfer is complete.

We’ll send you an SMS when the number is working.

Back to Top

BYO Gateway?

Want to use your own gateway 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 gateway you'll need to refer to the manual that came with your selected device. 

If you are using the Optus gateway, you can skip ahead to the next section.

Cannot Connect?

You must plug your Optus supplied gateway 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 gateway as your main network connection as the gateway is specially configured to your phone number.

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

Back to Top

Connect to your Gateway

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

How you would like to set up 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 gateway and the other to an Ethernet port on your computer.

Connecting the Ethernet cable

WIFI

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 gateway 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 gateway; 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) - GATEWAY 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 Gateway

Select your WiFi Network from the list of available networks. It’s the WiFi network name written on the magnet that came with your gateway.

If your gateway 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 gateway; 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 - GATEWAY 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 Gateway

Select your WiFi Network from the list of available networks. If your gateway 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 gateway; 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.

After you’ve plugged your gateway in, please leave it switched on for at least 10 minutes to give it time to set up properly.

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

Heads up: 192.168.0.1 is your gateway setup page, keep the address handy as you may need to visit here again. For a guide on the features of your new Optus gateway 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 up and running it will provide you with info on how to report the fault to us.

Step 1: Restart Your Gateway

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

Wait approximately 2 minutes for the lights on the gateway 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 - depending on the connection box, the power light will be located as follows:

Check the Power light

The Power light is:

  • OFF: Unplug 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
  • ON: This is what should be happening  - continue to the next step

Step 3: Check the Connection to the nbn™ Connection Box

Check the Downstream light

ARRIS Touchstone™ CM8200B nbn™ Connection Box

The Downstream light is:

  • FLASHING GREEN: The nbn™ Connection Box is searching for a downstream connection (this can take up to 5 minutes to complete)
    • If the ONLINE light is on at the same time the nbn™ Connection Box is upgrading its firmware, please allow 30 minutes for the firmware to upgrade
    • Check the coaxial cable: If it remains flashing after the gateway has finished booting up, check the coaxial cable connection - is it plugged into the connection box properly?
    • If light is flashing for more than 30 minutes: please contact us

    Call us on 1300 300 427

  • OFF: There is no internet connection
    • Check the coaxial cable from the wall plate to the nbn™ Connection Box - if is it plugged from the wall plate into the connection box properly?
    • Has it just been turned on? Allow up to 30 minutes for the connection box to establish a connection to the NBN
  • STEADY GREEN: Your gateway is connected to the network
    • Try and bring up your favourite page on your device; Not able to browse? Continue to the next step
ARRIS CM820

The DS LIGHT is:

  • OFF: There is no internet connection
    • Check the coaxial cable from the wall plate to the nbn™ Connection Box - if is it plugged from the wall plate into the connection box properly?
    • Has it just been turned on? Allow up to 30 minutes for the connection box to establish a connection to the NBN
  • FLASHING GREEN:
    • Check the coaxial cable from the wall plate to the nbn™ Connection Box - if is it plugged from the wall plate into the connection box properly?
  • STEADY GREEN: Your gateway is connected to the network
    • Try and bring up your favourite page on your device; Not able to browse? Continue to the next step

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 gateway 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 Gateway

On your gateway, 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 gateway. Is it plugged in properly?
    • Is it your activation day, and have you received your confirmation SMS? When your service is activated we will send you a SMS to advise; if you plug in your gateway before your activation day your gateway won’t work.
    • Haven’t got your activation SMS? Installations are completed by 5pm on the date we have advised for your installation, please leave the gateway plugged in and switched on.
  • BLINKING: Your gateway 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 gateway 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 gateway, 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 gateway
  • 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 gateway
  • 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 gateway via Ethernet Cable
  • Refresh your gateway connection by turning your gateway 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 Gateway

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

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

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

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

Step 8: 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