Troubleshooting Checklist for NBN Fixed Wireless Connection Issues

Troubleshooting Checklist for NBN Fixed Wireless Connection Issues

Navigate to NBN --> Product Instances --> Click on NBN# for the affected end user.
  1. What is the Radius status currently showing?
  2. Is there an outage notification appearing for the service?
  3. Check with the end user if the service currently working? If not, when was the last time the service worked?
  4. Has the end user reported any unusual activity like power outages, storms, building works, etc.?
  5. Run Service Health report and note down any suggestions or information that may assist with the investigation, such as operational status.
  6. Run troubleshooting diagnostic tools from the PRI page and provide info on Line state tests, port reset, Line Quality Diagnostics.
  7. Check Radius and Authorisation requests. If the requests reply are not appearing in green, then there is likely a config issue with the CPE.
  8. Provide info on CPE lights and behaviors, with photo and include make & model.

Further Troubleshooting
  1. Physically check the nbn™ outdoor antenna for any obvious damage. For example, a fallen branch could have knocked it out of alignment. Take photos for documentation.
  2. Reboot the router and the nbn connection box.
  3. Reset the router and the nbn connection box.
  4. Check the indoor unit, NTD and CPE for any cabling issues or physical damage.
  5. Replace the Ethernet cable from NTD to CPE. Report any changes in lights appearing on CPE or in service.
  6. If using a wireless router, test the service by connecting a laptop or desktop PC to the correct UNI-D port on the nbn connection box directly via an Ethernet cable.
  7. Run Ping tests to check for latency issues.
  8. For speed issues, please run a minimum of 3 speed tests at different times of the day via https://www.speedtest.net/ and send us a screenshot and the URL or the results.



If the above steps did not resolve the issue, please raise a ticket providing info on all the questions above. Attach photos showing the light status of the modem. Do provide site contact name and number in case a NBN needs to perform a site visit to investigate or resolve the issue.



To learn more about NBN FTTP Technology, please refer to the link below.