NBN Data - Level 1 Diagnostics

NBN Data - Level 1 Diagnostics

This article aims at providing guidance to partners on basic information that should be provided to the Channel UC Support team while lodging a ticket for Voice Faults and related issues.

Hard Down/Dropouts:
  1. Site Address:
  2. NBN Speed: 25/5 Mbps or 50/20 Mbps or 100/40 Mbps 
  3. Reboot Router: Yes/No
  4. Router Model:
  5. Cabling Checked: Yes/No
  6. Light status of Router
  7. Site Contact Name/Number
Packet Loss:
  1. Site Address:
  2. NBN Speed: 25/5 Mbps or 50/20 Mbps or 100/40 Mbps 
  3. Reboot Router: Yes/No
  4. Router Model:
  5. Site Contact Name/Number:
  6. Source/Destination IP:
  7. Traceroute:
Slow Speeds:
  1. Site Address
  2. NBN Speed: 25/5 Mbps or 50/20 Mbps or 100/40 Mbps 
  3. Reboot Router: Yes/No
  4. Cabling Checked: Yes/No
  5. Site Contact Name/Number:
  6. Confirmation of Fee for Service:
  7. Isolated Speed test result - Test the network by connecting a PC using LAN cable directly to the CPE. (Speedtest.net using OTW Servers)

Submit tickets for NBN service escalation using Data Service Escalation Form.

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