Troubleshooting WAN

This support article contains information on what Partners can do in order to try and resolve Internet Connection issues prior to contacting Hosted Network support.

As a wholesale provider, Hosted Network require our Partners to perform level 1 and level 2 diagnostics before we can accept a fault. Please ensure you've gone through these steps before logging a fault. Failure to do so may result in a longer resolution time frame.

Troubleshooting steps / guides

Below are the Level 1 and 2 diagnostics that you are required to complete. Please note the results of these diagnostic steps when submitting a fault to ensure Hosted Network engineers have all of the required details.

Some of the steps are more specific to specific types of WAN technology, so you will need to ensure you are aware of what type of connection that you are working with.

Common Troubleshooting
ADSL
EoC / EFM
Fibre
NBN
Common Troubleshooting

These are some steps that can be followed for all internet connections regardless of the connection type / technology.

Reboot the CPE and run speed tests

  • This may seem like an obvious step, but if the connection speed picks up after a reboot and slowly starts to drop back down it may indicate that something on the network is downloading a large amount

Run an Isolation Test

If at all possible (Only have 1 computer/laptop connected to the network and try to replicate the issue)

  • This is quite important to do as there have been many cases of a device on the network being the cause of internet drops / speed issues / etc

Replace the router with a known working model/device

  • Purchase of a brand new router is not required for this, a known correctly functional router will suffice

  • This is to rule out any possible faults with the existing equipment being the cause of the slow connection speed

Plug in directly to the router and run speed tests with the WAN Speed Test Tool

  • This will eliminate the slow connection speed being caused by another networking device (Switch, Printer, etc) on the network

ADSL

The below steps are specifically for ADSL WAN connections as there is specific things that need to be checked when troubleshooting ADSL connections.

Remove any line filters

  • In some cases the line filter for an ADSL connection can stop working correctly and cause unnecessary noise on the line

  • Remove or swap this out for a known good line filter and re-test

Check your PPPoE credentials

  • Most common reason for this is that your PPPoE credentials are invalid, confirm that you have the correct details by checking your Service Completion Advice (SCA)

  • If you cannot find the SCA or want to ensure the details are correct please contact Hosted Network Support

  • Hosted Network Support should be able to confirm whether or not they are seeing the Router try to Authenticate

Factory reset Router

  • Wiping the configuration on the device will eliminate any odd configuration issues from being the cause of the issue

There are some environmental factors that can cause there to be slow connection speeds and/or lack of WAN connection, below are some examples:

  • Heavy rain can cause the "Pit" to fill with water which can effect ADSL connectivity

  • Corroded connections at the exchange can cause a bad connection which may result in intermittent drops or "Flaky" connections

If the above guides do not help resolve the issues you are encountering please follow the Hosted Network WAN Fault Guide to log a fault with Hosted Network Support.

EoC / EFM

The below steps are specifically for EFM (Ethernet First Mile) / EoC (Ethernet over Copper) WAN connections as they have a different CPE setup than other connections.

Reboot the NTU (Network Termination Unit)

  • The NTU is router like device that is supplied with most business grade or fibre services. As part of diagnostics please ensure this is rebooted.

Check the pair lights on the NTU

  • Usually there will be a set of up to 8 lights on the NTU which shows the status of the copper PSTN lines backing the service.

  • If there are lights that aren’t lit up it may signify that you have dropped pairs which may result in lower sync speeds.

  • Reboot the NTU if possible to see if the pairs come back online

Check the lights on the NTU

  • On the NTU there should be up to 8 lights (4 sets of 2) indicating the status of the copper pairs

  • If these lights are completely off or only some are off they will most likely be the cause of the lack of WAN connectivity or drop-outs

  • Reboot the NTU and see if the lights come back, if they are still off contact Hosted Network support

If the above guides do not help resolve the issues you are encountering please follow the Hosted Network WAN Fault Guide to log a fault with Hosted Network Support.

Fibre

NBN

The below steps apply specifically to any internet connection that makes use of the NBN (FTTP, FTTC, FTTN, etc).

FTTP (Fibre to the Premise)

No WAN Connectivity / Drop-Outs

Check the NBN NTU light status

  • The lights on the NTU should all be Green, if any are showing as any other color this may indicate an issue with the device or the fibre link

  • A reboot of the NTU may change the light to Green and resolve the connectivity issue

Reboot the NTU and CPE (Router)

  • It is possible that the NTU or CPE (Router) has stopped responding, a reboot of both will usually fix the issue if that is the case

Confirm you have the CPE connected to the correct port

  • In some cases the provisioned UNI-D port on the NBN NTU may not be the first available port (UNI-D 1), this can happen when an NBN connection has been provisioned at that location previously with a different provider

  • You should receive the information on which UNI-D port the service is provisioned on via the Service Completion Advice (SCA) when the service has been successfully provisioned

  • If you are unaware which port it is provisioned on please contact the Hosted Network Service Delivery team so that we can assist you

FTTN (Fibre to the Node) and FTTB (Fibre to the Basement) also known as VDSL2

Check the VLAN configured on the WAN interface

  • VDSL requires that you configure the WAN connection to run over VLAN100

  • If you cannot configure VLAN100 on the WAN interface you will need to replace the Router with an "VDSL" or "FTTN" ready Router

Check your PPPoE credentials

  • Most common reason for this is that your PPPoE credentials are invalid, confirm that you have the correct details by checking your Service Completion Advice (SCA)

  • If you cannot find the SCA or want to ensure the details are correct please contact Hosted Network Support

  • Hosted Network Support should be able to confirm whether or not we are seeing the Router try to Authenticate

Enable SRA (Seamless Rate Adaption) on your modem

  • Enabling SRA can help to stabilise vDSL connections that are experiencing dropouts.

    • SRA allows a modem to make seamless rate changes in order to avoid dropping a connection. A rate change is a common affect of cross talk from adjacent lines, as well as by other interference such as temperature changes and radio waves.

HFC (Hybrid Fibre Coaxial)

Check the VLAN configured on the WAN interface

  • HFC requires that you configure the WAN connection to run over VLAN100

  • If you cannot configure VLAN100 on the WAN interface you need to replace the Router with another device that is capable of this

Check the lights on the NBN Connection box

  • This is usually a small black box with "NBN" on the front of it that the HFC connection terminates into

  • Ensure the device is powered on and all lights are green

  • If the "upstream" or "downstream" lights are flashing it means that it has found a connection and is receiving the configuration from NBN

  • If the "upstream" or "downstream" lights are off it indicates that the connection box is unable to find a connection

Confirm all cables are in good condition

  • An old or poor condition cable can cause odd but re-occurring issues with WAN connections

  • Swapping the cables out for new or ones in good condition may resolve the issue

Reboot the NTU and CPE device/s

  • This will confirm whether or not the devices simply stopped responding.