Performance Latency/Speed issues

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

LED light status: Flashing/Solid/On/Off

Colour status: Off/Amber/Green/Red

NTD Port: 1/2/3/4

LED Lights

Power Light



NTD Port


Power Light: Flashing Green

NTD Port: 1 Amber


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 is your modem connected to?

Your Service

Please complete a speed test with in 24 hours of the ticket.

When your speed test is completed please, copy the the result in the URL.

Is your service affected at certain times of the day?
If so when is the service affected?


Please provide our support team with the information if you are experiencing speed or latency issues. You can provide the information to