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

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.

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.)

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.

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 [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 on troubleshooting the issues.