To report a fault we need some information about your the devices, especially your modem and your nbn™ connection box. The nbn™ connection box only applies if you have FTTP, HFC and FTTC. This will help our support team in the troubleshooting process.
NTD (nbn™ connection box)
NTD (nbn™ connection box) Serial number?
NTD (nbn™ connection box) Power Cycled?
NTD (nbn™ connection box) LED Light Status
It is important to know the status of the LED lights on the nbn™ connection box and what UNI-D port you are using. The nbn™ connection box can be found inside your home or outside.
Status of LED Lights
LED light status: Flashing/Solid/On/Off
Colour status: Off/Amber/Green/Red
NTD Port: 1/2/3/4
LED Lights
Power Light
Optical
Alarm
NTD Port
Examples
Power Light: Flashing Green
NTD Port: 1 Amber
Modem
What is the brand and model of your modem?
What is the MAC address of your modem?
Have you power cycled your modem ?
Which UNI-D port are your modem connected to?
Your Service
Has your service dropped more than 5 times in the last 24 hours?
Do the lights on the NTD (nbn™ connnection box) change when the service drops?
Have you tried another ethernet cable from LAN4/WAN to the UNI-D port?
Support
Please provide our support team with the information if you are experiencing dropouts or an intermittent connection. You can provide the information to support@fibremax.com.au