NBN Faults: What information is needed?

  • Updated

If through the course of troubleshooting your NBN service we identify a fault, we'll submit a fault ticket to NBNCo on your behalf. NBN will initially test your service remotely from their end to confirm the fault is present and schedule a field technician appointment if required.

 

Appointments are usually booked by NBNCo within 24-48 hours of us submitting a fault. These appointments are typically booked at the earliest available 8am - 12pm or 1pm - 5pm slot. Someone over the age of 18 will need to be present to grant the field technician access to the premises. 

 

Most of the information we need to provide to NBNCo is already available to us on your account. Here's a list of the common faults and what you can provide to us to help things go smoothly:

 

  • What we provide to NBNCo:

    • Your name, address and best contact number
    • The date and time your connection was last online
    • Your modem/router's make and MAC address

    Details which you can provide:

    • Your modem/router's status lights
    • NTD Status Lights (for NBN Fibre to the Premises, HFC and Fibre to the Curb only)
  • What we provide to NBNCo:

    • Your name, address and best contact number
    • Your modem/router's make and MAC address
    • Connection logs, detailing when the service dropped out and reconnected over the past week

    Details which you can provide:

    • Your modem/router's status lights during a dropout
    • Your experience of when the service dropped out and reconnected
    • NTD Status Lights (for NBN Fibre to the Premises, HFC and Fibre to the Curb only)
  • What we provide to NBNCo:

    • Your name, address and best contact number
    • Your modem/router's make and MAC address

    Details which you can provide:

    • Three speed tests, performed over a wired ethernet connection to your modem/router and performed at least 1 hour apart. See our guide here for more information on how to check your speeds.

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