FTTC (Fibre to the Curb)
Check and note down the status lights of the NCD
Power
RPF Link
DSL
LAN
Note: Include if blinking, alternating, or solid Please take note also of the NCD MAC address.
Pre-checks/Troubleshooting
Verify that the NCD onsite is Online/Powered On
Has another Ethernet Cable and CPE tested? (Test the ethernet cable)
Check if CPE configuration is correct
Perform nbn diagnostics check via the Partner Portal NBN Self-Diagnostics Tool
Perform UNI-D Status Test. If the port is operationally up and there is still no data, perform a ‘NCD Port Reset’. Wait for 2 minutes and retest. If failed, proceed to the next step.
Perform NCD Reset and wait 3-4 minutes, and retest UNI-D Status. If the port is operationally up and there is still no data, proceed to the next step.
Perform DPU Port Status Test. If the DPU port is in an operationally up state, but the NCD indicates no sync, perform a ‘DPU Port Reset’, wait 3-4 minutes, and retest. If the DPU port operational state and the NCD sync state do not align, raise a fault.
If the above tests have a result of Failed or Canceled, raise a fault.
Pre-checks/Troubleshooting
Has another Ethernet Cable and CPE tested? (Test the ethernet cable)
Check if CPE configuration is correct
Plug a laptop/computer directly into the NCDs UNI-D Port via ethernet cable and run Hosted Network’s WAN Diagnostic Tool.
If slow speeds are not experienced directly out of the UNI-D port, it is potentially a CPE issue. If slow speeds continue to be experienced directly out of the UNI-D port, continue to the next step.
Confirm with the End User if the speed issues are constant or only occurring at specific times. If the speed issues are constant, raise a fault. If the speed issues are only experienced at certain times of the day, capture this information from the End User before raising a fault and re-run the speedtest outside these certain times of the day.
Check the CPE if capable of handling the expected speed (Interface, configuration, etc.)
Check the CPE if Port Speed and Duplex is showing the expected result
Perform nbn diagnostics check via the Partner Portal NBN Self-Diagnostics Tool
Perform NCD Port Reset, wait 3-4 minutes, and retest. If there is no improvement, proceed to the next step.
Perform NCD Reset, wait 3-4 minutes, and retest. If the Port speed is still not correct, raise a fault.
Pre-checks/Troubleshooting
Check CPE and NCD power connectors and verify a stable power supply
Has another Ethernet Cable and CPE tested? (Test the ethernet cable)
Perform nbn diagnostics check via the Partner Portal NBN Self-Diagnostics Tool
Perform NCD Port Reset and DPU Port Reset, wait 3-4 minutes, and retest. If dropouts are still present, raise a fault.
Raising a fault to Hosted Network Support Team
Provide Troubleshooting performed
Provide NCD Light status details, can be a photo (preferred) or written via email
Provide the NCD MAC address
Provide Site Contact Details and availability for nbn tech visit
Log a fault on the affected service via the Partner Portal or send an email to [email protected]. Once completed, it will log a ticket with our Engineers, and will review the information and confirm the next steps.
You may always reach out to our support team to request assistance in troubleshooting the issues.
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