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

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.

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)

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.

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.