# 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

{% tabs %}
{% tab title="Service Outage/Offline" %}
**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.
  {% endtab %}

{% tab title="Service Degradation/Speed Issue" %}
**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.)
  {% endtab %}

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

#### 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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