Troubleshooting Checklist for NBN FTTC 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
- Make sure that the telephone cable connected securely between the wall socket and the nbn connection box.
- Power cycle the CPE by physically unplugging the power cable for at least 60 seconds before reconnecting. Did this resolve the issue?
- Replace both, the RJ11 cable from wall to nbn connection box and new ethernet cable to modem. Report any changes in lights appearing on the connection box or in service.
- If using a wireless router, test the service by connecting a laptop or desktop PC to the Gateway port on the nbn connection box directly via an Ethernet cable.
- 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.
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 FTTC Technology, please refer to the link below.
Related Articles
Troubleshooting Checklist for NBN FTTP 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 ...Troubleshooting Checklist for NBN Fixed Wireless 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 ...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 ...Troubleshooting NBN HFC 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 ...Free upgrade - NBN Fibre Uplift Plan
Locations on Fibre To The Node (FTTN) or Fibre To The Curb (FTTC) can be upgraded to Fibre To the Premises (FTTP) with an eligible plan. Eligibility: To be eligible for free upgrade, the End User Customer must sign up to an eligible high-speed plan ...