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.

Service Outage/Offline - No SYNC, No DATAFLOW (including inability to authenticate)

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.

Service Degradation/Speed Issue

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.

Dropouts

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 [e-mail]. 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.