# 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 <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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