HFC (Hybrid Fibre Coaxial)

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