1. Service Overview

Fibre to the Premises (FTTP) delivers NBN services using fibre directly to the customer’s premises. The service terminates at an NBN-supplied Network Termination Device (NTD), which provides UNI-D ports for data services. Some premises may also have a Battery Backup Unit (BBU), though this is optional and being phased out

.

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

  • .

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

    • .

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)

  • .

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

  • .

3. NTD Indicator Lights Reference

Use the NTD’s LEDs to isolate the fault

:

  • 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

  • .

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

  4. .

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

    • .

  7. Ticket Handling

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

  8. .

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

    • .

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

  • .

✅ Summary: Always start with power/NTD checks, router authentication, and outage status. If unresolved, capture full details, log a fault in the Members Portal, and escalate as needed with correct SLA applied.