> For the complete documentation index, see [llms.txt](https://kb.hostednetwork.com.au/support/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://kb.hostednetwork.com.au/support/services/connectivity/nbn-tc4/troubleshooting/on-site-investigation-and-diagnostics.md).

# On-site Investigation and Diagnostics

* **Perform preliminary checks and testing before escalation**
  * Power-cycle the NTD and CPE (router/firewall).
  * Replace or reseat patch leads and telephone cables between the wall socket, modem, and CPE.
  * Test from an isolated setup (direct connection to NTD) to confirm if the fault persists.
* **Document findings from in-house checks**
  * Record any observed lights/status on the NTD.
  * Save screenshots of speed test results, traceroutes, or diagnostics.
  * Note the time, duration, and pattern of any outages or slowdowns.
* **Provide timely site access**
  * Ensure someone authorised is available to grant entry to the premises during the scheduled visit.
  * If applicable, arrange security clearance or escort for visiting technicians.
* **Be present (or arrange representation) during technician visits**
  * Assist the technician in locating equipment, wall sockets, and cabling.
  * Provide any requested information about the building wiring or network setup.
* **Avoid delays and no-fault charges**
  * Be ready at the agreed time to avoid missed appointments.
  * Ensure internal wiring and devices are accessible and powered on before the visit.


---

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