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
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.
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)
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 [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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