Getting Started

Welcome to your new Hosted Network FlexiFibre connection! This guide is designed to provide you with all the information you need to set up and start using your service. Whether you're connecting for the first time or configuring equipment, this guide ensures a smooth start.

Setting Up Your Hosted Network FlexiFibre Service

Check Your Equipment

Before attending the site, it's important to ensure you have the necessary hardware for your connection and have checked that the relevant nbn equipment is on-site.

With a typical FlexiFibre connection, you can expect to see a Mikrotik CRS305 Network Termination Device. This can be located in a rack or mounted on a wall within an enclosure.

The incoming fibre connection is connected to the NTD's Port 4, with customer handoff port on one of the first 2 ports (depending on requirements).

Handoff can be via standard RJ45 (up to 1Gbps) or SFP+ transceiver with LC fibre connection (Up to 10 Gbps). However, SFP+ handoff requires CPE to have SFP+ ports and a compatible SFP+ transceiver installed. Please refer to the Service Details in Partner Portal or the Service Configuration Advice for handoff port.

We would also recommend ensuring you bring a laptop that can plug directly in via an Ethernet cable for testing, if required.

Connect Your Equipment & Configure

Connect your equipment. Once the physical connections are made

• Power on the devices and ensure all cables are securely attached

• Allow a few minutes for the devices to initialize, during which indicator lights will begin to stabilize

• Configure your modem/router using the credentials provided in your service completion advice

Test Your Connection

• Ensure all indicator lights on the modem/router and nbn hardware show normal operation.

• Perform a connection test:

  • Use a wired connection to confirm internet access

  • Conduct a speed test to verify service performance meets your plan

Remember to select "Your State - Hosted Network" as the server when completing a speed test to get an accurate result. Selecting a different server may result in incorrect speeds shown.

Troubleshooting Your Hosted Network FlexiFibre Service

If you encounter issues with your Hosted Network FlexiFibre connection, the problem typically falls into one of four categories: slow speeds, no connection, frequent dropouts, or browsing/routing issues. Follow these steps to identify and resolve the problem.

No Connection

If your connection isn’t working at all:

• Check the indicator lights on your router and Hosted Network Mikrotik hardware. Ensure the lights indicate a stable connection

• Confirm all cables are securely plugged in and the power is on

• Check your service completion advice and ensure that details such as the interface type, etc. are correct

Slow Speeds

Slow speeds can often result from high network usage or external factors. Use a wired connection to run a speed test, ensuring no other devices are consuming bandwidth during the test. Compare the results to your plan's advertised speeds. If speeds are significantly lower:

• Restart your modem/router and any nbn hardware

• Disconnect unnecessary devices from the network

• Run an isolation test

If issues persist, we recommend applying traffic shaping on your modem/router. Optimal settings can depend on the CPE. Suggested initial settings are as follows:

Layer 2 Rate (Mbps)	Layer 3 Rate (Mbps)	Shaping Burst: EBS** kBytes)
1000	900	625

Browsing/Routing Issues

If specific websites or services are slow or inaccessible:

• Clear your browser cache and test using a different browser or device.

• Run a traceroute or ping test to identify routing problems

  • We provide a pre-built WAN Diagnostic tool that provides a detailed report of any potential issues on your connection. Guided steps are available here.

• Switch your DNS settings to a public DNS server (e.g., Cloudflare DNS: 1.1.1.1 and Google DNS: 8.8.8.8)

If the issue can't be resolved using the above diagnostics steps or with the nbn self service diagnostic tools, our support team is here to help.