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 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 NTD Status, UNI-D Status, Loopback Test, UNI-D Port reset.
- 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
- Check if the power cord of your nbn™ connection box plugged in firmly on both ends.
- Check if the white cable pinched, kinked or bent as this
can cause a break or short in
the cable.
- Check if the white cable and the existing cable is connected securely between the nbn™ connection box, the splitter and the wall outlet.
- Power cycle the CPE by physically unplugging the power cable for at least 60 seconds before reconnecting.
- Replace the Ethernet cable from the nbn connection box to the CPE. Report any changes in lights appearing on CPE or in service.
- If you are 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.
- Run Ping tests to check for latency issues.
- For speed issues, please run a speed test 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.
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