Troubleshooting Checklist for NBN FTTB/FTTN Connection Issues
Navigate to NBN --> Product Instances --> Click on NBN# for the affected end user.
- What is the Radius status currently showing?
- Is there an outage notification appearing for the service?
- Check with the end user if the service currently working? If not, when was the last time the service worked?
- Has the end user reported any unusual activity like power outages, storms, building works, etc.?
- Run Service Health report and note down any suggestions or information that may assist with the investigation, such as operational status.
- Run troubleshooting diagnostic tools from the PRI page and provide info on Line state tests, port reset, Line Quality Diagnostics.
- Check Radius and Authorisation requests. If the requests reply are not appearing in green, then there is likely a config issue with the CPE.
- Provide info on CPE lights and behaviors, with photo and include make & model.
Further Troubleshooting
- Is telephone cable connected securely between the wall socket and the modem (must be VDSL2 compatible)?
- Power cycle the CPE by physically unplugging the power cable for at least 60 seconds
before reconnecting.
- Replace the RJ11 cable that connects from wall to CPE. Remove any line filters if present. Report any changes in lights appearing on CPE or in service.
- Complete an isolation test by disconnecting all devices and connecting a single device to
the modem via ethernet
- Try another modem.
- Run Ping tests to check for latency issues
- 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 FTTN/FTTB Technology, please refer to the link below.
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