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
Pre-checks/Troubleshooting
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.
Pre-checks/Troubleshooting
Plug a laptop/computer directly into the NTD’s 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 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.)
Pre-checks/Troubleshooting
Check the CPE and NTD if connected on a stable power supply
Has another Ethernet Cable and CPE tested? (Test the ethernet cable)
Check that the optical patch cable is fully seated in the NTD and is not bent or kinked excessively
Perform nbn diagnostics check via the Partner Portal NBN Self-Diagnostics Tool
Perform NTD Status Test. If the test or Service Health report reveals an optical level issue, raise a fault. If not, proceed to the next step.
Troubleshoot more by having the End User connect their device (laptop, tablet etc) directly to the UNI-D port on the NTD. If the service is still dropping out, raise a fault. If the dropouts cease with a device connected directly to the NTD, this could indicate a possible CPE issue.
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 [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 on troubleshooting the issues.
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