Troubleshooting and Lodging a Fault – FTTP Services

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2. Initial Checks with the Customer

Before raising a fault, confirm the following:

Power and Equipment

• Verify the NTD has power:

  • Power light should be solid green.

  • If BBU is present, ensure it is not in alarm (audible beeps, red light).

  • Check power cables are secure and plugged directly into a 240V outlet (not via extension leads).

• Confirm the UNI-D port in use is connected to the customer’s router.

Router and Authentication

• Power cycle the router and NTD (turn off for 5 minutes, then restart).

• Confirm authentication method:

  • Default is PPPoE unless ordered as IPoE

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• If PPPoE, verify username/password is correctly configured (though AVC ID authentication may also allow seamless access)

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Cabling and Devices

• Ensure Ethernet cable from UNI-D to router WAN port is functional (test with another cable if possible).

• Test with an alternate router to rule out CPE issues.

Service Status

• Check for planned/unplanned outages (via Members Portal Notifications or Service Health tools)

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• If other services (e.g. medical alarms, VoIP) are impacted, note this for the ticket

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3. NTD Indicator Lights Reference

Use the NTD’s LEDs to isolate the fault

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• Power – must be solid green.

• Optical/Link – should be green; red indicates loss of optical signal (hard fault).

• UNI-D Port – active port should flash when passing traffic.

• If Optical light is red, escalate immediately – this indicates loss of fibre.

4. Common Troubleshooting Scenarios

• No Sync / Red Optical Light: Likely network-side issue; log a fault.

• Service Drops / Intermittent: Check cabling, power, router logs; if issue persists, escalate.

• No Authentication: Confirm PPPoE/IPoE config; if correct and still failing, log as authentication fault.

• New Service Never Worked (NSNW): Validate correct UNI-D port and NTD serial number in Members Portal

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5. Lodging a Fault

If Level 1 checks do not resolve:

1. Collect Required Information

   • Customer name, service address, Service ID/AVC ID.

   • NTD serial number.

   • UNI-D port in use.

   • Detailed fault symptoms (e.g. “Red Optical”, “No authentication”, “Drops every 10 minutes”).

   • Troubleshooting performed (power cycles, alternate router, cabling checks).

2. Log via Members Portal

   • Navigate to the service record and select Log a Fault.

   • Enter the required details and attach test notes.

3. Appointment Requirements

   • For faults requiring NBN technician attendance, book earliest available slot.

   • Allow for 24 business hours minimum for fault triage and appointment setup

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5. Critical issues such as Red Optical (service hard down) are prioritised and typically booked within 24 hours

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7. Ticket Handling

   • Tickets flow through Vocus triage, then to NBN for resolution

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9. Use the Service Health Summary tool for visibility of restoration updates

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6. Escalation

• If no resolution or updates within SLA, escalate via the Vocus Support Team with reference to the existing ticket ID.

• For services with enhanced SLA (eSLA), verify the correct SLA tier is applied and escalate accordingly