# HFC (Hybrid Fibre Coaxial) Check and note down the status lights of the NCD * Power * Downstream * Upstream * Online * Link Note: Include if blinking or solid {% tabs %} {% tab title="Service Outage/Offline" %} **Pre-checks/Troubleshooting** * Has the end user moved the NTD from the wall socket where it was originally installed? If it has been moved, return to the original wall socket * Has another Ethernet Cable and CPE tested? (Test the ethernet cable) * Check if CPE configuration is correct * Factory reset the NTD * Check if there is a bend in the cable that is visible or if the cable is stretched/damaged **Perform nbn diagnostics check via the Partner Portal NBN Self-Diagnostics Tool** * Perform NTD Status Test. If fail, perform a power cycle and re-test. If service is still not restored, raise a fault. {% endtab %} {% tab title="Service Degradation/Speed Issue" %} **Pre-checks/Troubleshooting** * Plug a laptop/computer directly into the NTDs 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 * Has another Ethernet Cable and CPE tested? (Test the ethernet cable) {% endtab %} {% tab title="Dropouts" %} **Pre-checks/Troubleshooting** Note: if the unexpected dropouts or temporary loss of connectivity are less than 9 counts within 1 calendar day, this is within the nbn threshold. This excludes outage/maintenance works. * Check CPE and NCD power connectors and verify a stable power supply * Has another Ethernet Cable and CPE tested? (Test the ethernet cable) * If the issue is still present and outside the threshold, raise a fault. {% 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 . 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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