If your HFC NBN keeps dropping out, you may need a new NTD

Alex Choros - Managing Editor + Group Telco Editor

Last updated 25 May 2026

In the last few months, I've helped two households address NBN dropout issues. Both households were on HFC, and in both cases, replacing the Network Termination Device (NTD) solved the problem.

The NBN Co supplied NTD is effectively the modem for customers who connect to the NBN via HFC. The original HFC NTD - the Arris CM8200 (pictured above) - is hardware from back in 2016, when NBN Co first started making connections on the tech type. On top of being very old, multiple industry sources told WhistleOut the Arris CM8200 is considered problematic at best.

NBN Co now has a new NTD for HFC customers: the Arris CM3500 (pictured below). Time will tell how the Arris CM3500 holds up over the years, but anecdotally, it is more reliable than the model it replaced.

HFC customers experiencing frequent dropouts can request the new NTD through their NBN provider. An NBN Co spokesperson suggested that anyone with issues power cycle the NTD first and try a few other troubleshooting steps.

"Customers should also consider optimising the in-home equipment connected to their NTD, including Wi-Fi routers and extenders or mesh nodes," said the spokesperson.

"If issues persist, customers should contact their internet service provider, which can request to have the NTD replaced if necessary. Working with providers, NBN can identify NTD faults remotely, and appointments can then be scheduled to undertake an NTD replacement."

Customers on HFC can also get a current-generation NTD by ordering an NBN 2000 plan. The original HFC NTD doesn't support NBN 2000 speeds, so providers selling "hyperfast" plans will ship out a new NTD to go with the tier.

Of course, there are only a small handful of providers that offer these, and the plans are very expensive. You can always drop down to a slower speed after the first month, but in most cases, I'd go through the official support route first if you suspect NTD issues are causing you internet pain.

Alex Choros

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Alex Choros is the Managing Editor of WhistleOut Australia and an award-winning journalist. He's been writing about consumer technology for over a decade and is an expert on the Australian telco sector, to the point where he knows far too many phone and internet plans by heart. In addition to leading the WhistleOut editorial team, Alex is responsible for ruining the office Sonos with his troubled taste in music.

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