FTTP (Fibre to the Premise)

Check and note down the status lights of the NTD

  • Power

  • Optical

  • Alarm

  • UNI-D Port

Note: Include if blinking or solid


  • Is the CPE plugged into the correct UNI-D Port on the NTD?

  • Has another Ethernet Cable and CPE been tested? (Test the ethernet cable)

  • Check if the CPE configuration is correct

  • Connect a laptop directly to the NTD with a good known ethernet cable.

    • If the internet is working, most like it is a CPE issue. You may need to further check/replace it.

    • If the internet is not working, perform the diagnostics below before raising a fault.

Perform nbn diagnostics check via the Partner Portal NBN Self-Diagnostics Tool

  • Perform Loopback test. If it fails, and NTD is online, raise a fault. If passed, proceed to the next step.

  • Perform NTD Status Test. If it fails, raise a fault. If passed, proceed to the next step.

  • Perform UNI-D Status Test. If it fails, perform a UNI Port Reset. Wait for a minute, then repeat the test. If the fault persists, raise a fault. If passed, perform troubleshooting on the CPE.

Raising a fault to Hosted Network Support Team

  • Provide Troubleshooting performed

  • Provide NTD Light status details, can be a photo (preferred) or written via email

  • 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 on troubleshooting the issues.

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