Telstra Ethernet Access and AAPT Fibre

Check and note down the status lights of the NTU

Note: Include if blinking or solid and grab a photo as well where all LED Lights are clearly visible

Service Outage/Offline

Pre-checks/Troubleshooting

• Ensure CPE is connected correctly to the NTU

• Has another Ethernet Cable and CPE tested? (Test the ethernet cable)

• Test connection by using a known working CPE or plug a laptop to the BNTD with the same configuration of the CPE for additional test (To isolate a potential CPE issue)

Service Degradation/Speed Issue

Pre-checks/Troubleshooting

• Has another Ethernet Cable tried? (Test the ethernet cable)

• Ensure CPE is connected without any issues to the NTU

• Plug a laptop/computer directly into the NTU Port via ethernet cable and run Hosted Network’s WAN Diagnostic Tool. You may need to request assistance from Hosted Network Engineers if the service is using Static IP Authentication as windows laptop doesn’t support /31 IP Address.

• If slow speeds are not experienced directly out of the BNTD port, it is potentially a CPE issue. If slow speeds continue to be experienced, continue to the next step.

• If complete isolation is not possible, please expect lower speed results and this will be most likely inaccurate. This should be noted upon raising a fault.

Raising a fault to Hosted Network Support Team

• Provide Troubleshooting performed

• Provide NTU Light status details, including the photo

• Provide Site Contact Details and availability for tech visit. If not available for 24/7, please advise if site contact is able to extend outside business hours or provide the business hours

• 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.