Getting Started
Welcome to your new Telstra Ethernet Access connection! This guide is designed to provide you with all the information you need to set up and start using your service. Whether you're connecting for the first time or configuring equipment, this guide ensures a smooth start.
Responsibility Matrix
Install & maintain nbn network infrastructure (fibre to NTU)
✅
❌
❌
Provide and maintain NTU
✅
❌
❌
Service activation, cancellation or modification requests
✅
✅(Coordinate with nbn)
✅ (Submit Order)
Provide CPE (e.g., router/firewall)
❌
✅ (if included in service)
✅
Configure and manage CPE
❌
✅ (if managed service)
✅
Lodge faults with Telstra
❌
✅
✅ (Investigate on-site and raise fault to Hosted Network)
Perform internal wiring checks/replacement
❌
❌
✅
Site access for fault investigation/installation
❌
❌
✅
Service Monitoring
✅ (Send notification for Outages)
✅ (if included in service)
✅
On-site Investigation and Diagnostics
✅ (if fault is in Telstra network/equipment)
✅ (provide guidance and path towards resolution of the service)
✅ (Perform Diagnostics level 1 troubleshooting, and provide NTU LED Lights Status)
On-site Investigation and Diagnostics
Perform preliminary checks and testing before escalation
Power-cycle the NTU and CPE (router/firewall).
Replace or reseat cables between the NTU and CPE.
Test from an isolated setup (direct connection to NTU) to confirm if the fault persists.
Document findings from in-house checks
Record any observed lights/status on the NTU.
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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