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) Type?
NTD Power Cycled?
Example
Type: CM820 D3.0
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
Status of LED Lights
Status: Off/Green
LED Lights
Power Light
Downstream Light
Upstream Light
Online/Optical Light
Link Light
Example
Power Light: Green
Modem
What is the brand and model of your modem?
What is the MAC address of your modem?
Have you power cycled your modem?
Your Service
Please complete a speed test within 24 hours of the ticket.
https://www.speedtest.net/
When your speed test is completed please, copy the the result in the URL.
Is your service affected at certain times of day?
If so when is the service affected?
Support
Please provide our support team with the information if you are experiencing speed or latency issues. You can provide the information to support@fibremax.com.au