# 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.

{% tabs %}
{% tab title="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.
  {% endtab %}

{% tab title="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.
  {% endtab %}

{% tab title="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.
  {% endtab %}
  {% endtabs %}

#### 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 <support@hostednetwork.com.au>. 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.

<br>


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