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How To Troubleshoot NBN Issues

by Technical Support on ‎15-08-2014 12:11 PM - edited on ‎16-06-2017 01:38 PM by Community Manager

Brief Version

  • Power off your T-Gateway modemwait for 30 seconds and then power it back on. Give it 2 minutes to reconnect to the internet.
  • Power off your your NBN NTD, by turning it off at the power point on the wall. Wait for 30 seconds and then power it back on. Give it 2 minutes to reconnect to the internet.
  • Reset the T-Gateway to factory default settingsTo do this get a paperclip, or something similar, and press and hold it into the reset hole at the back of the T-Gateway, keep in pressed in for 15 seconds. Give it 2-5 minutes to reconnect to the internet. Alternatively you may prefer to do this via the modems interface http://10.0.0.138
  • Call to report the fault on 1800 TFIBRE (1800 834 273).

 

Important Note: Services on Telstra Business & Digital Office Technology should not perform a factory default of their modem unless directed to by a consultant from Tech Support. 

 

NBN equipment.jpg

 

 

Detailed Version. 

 

My Internet is not working

 

Make sure your equipment is powered on and check the indicator lights. 

a) On the NBN Equipment


The NBN connection box (NTD) lights that need to be on are: the Power, Optical and UNI-D. The Power Supply Unit (PSU) needs to have the System Status light on. Note: the UNI-D lights are meant to be an Amber colour.

 

If any combination of these lights are off or red, start by turning the PSU off at the power point on the wall.  Leave it for 30 seconds and turn it back on.

 

If the Power, Optical, Alarm or Update lights are red call to report this fault on 1800 TFIBRE (1800 834 273).

 

NTD indicator lights.jpg

 

 

T-Gateway indicator lights.jpgb) On the Telstra T-Gateway (TG797nV3)


The main indicator lights for the T-Gateway are WAN, Internet and the ECO lights. These lights need to be on and green. If any combination of these lights are off or red, start by powering off the T-Gateway, leave it for 30 seconds and then power it back on. Give it 2 minutes to reconnect to the internet.

 

c) On the Telstra Gateway Max (TG799vac)

 

The main indicator lights for the Telstra Gateway Max are WAN, Internet and the ECO lights. These lights need to be on and green. If any combination of these lights are off or red, start by powering off the Telstra Gateway Max, leave it for 30 seconds and then power it back on. Give it 2 minutes to reconnect to the internet.

If it is still not connecting to the internet, you can reset both the T-Gateway and Telstra Gateway Max to factory default. To do this get a paperclip, or something similar, and press and hold it into the reset hole at the back of the T-Gateway, keep in pressed in for 15 seconds or until the power light starts flashing. Give it 2-5 minutes to reconnect to the internet. Alternatively you may prefer to do this via the modem interface.

 

If the symptoms persist, or if the WAN, Internet or ECO lights are red or off, then this will need to be reported by calling 1800 TFIBRE (1800 834 273).

 

tg799lights-nbn.jpg


Other things to check:

  1. Check your T-Gateway is connected to the correct UNI-D port on the NBN connection box (NTD). It is normally UNI-D 1 but it is possible for it to be provisioned to UNI-D 2 etc. The Ethernet cable connects from the Red WAN port on the back of the T- Gateway to the correct UNI-D port.
  2. Try using another Ethernet cable between the NBN connection box (NTD) and T-Gateway, as it is possible for the Ethernet cable to become faulty and is not connect properly.  Sometimes swapping around the ends of the Ethernet cable can resolve the issue.
  3. Connect your computer directly to the correct UNI-D port on the NBN connection box (NTD) via an Ethernet cable. This will help you identify whether the NBN service itself is not working or whether it’s a problem with the T-Gateway.  If you are able to access the internet via this method, this confirms the NBN service is working and that the issue lies with the modem. To report this call us on 1800 TFIBRE (1800 834 273).

NTD ports.jpg

 

 

Speed issues:

1. Restart the modem and test the speed once it has finished reconnecting.
2. Connect your computer directly to the UNI-D port on the NTD and compare the speedtest results. If it has improved, the modem may need to be returned to factory defaults.  If the speed issues continue then contact Tech Support, on 1800 TFIBRE (1800 834 273), to investigate further.

 

General speed troubleshooting tips can also be found on the following thread:
http://crowdsupport.telstra.com.au/t5/Home-Broadband-KB/Testing-your-broadband-speed/ta-p/278139


Wi-Fi connection issues

1. If you are connecting wirelessly to the T-Gateway, check that the Wireless light on the T-Gateway is green. It only comes on when a device connects wirelessly to it.
2. Check that the Eco light is green. If it is Blue the T-Gateway is in power saving mode and the Wi-Fi has been disabled. Press, once, on the blue light and give it a few seconds to turn green.
3. Try connecting a PC directly to the T-Gateway via the Ethernet cable to identify whether the issue is with the Wi-Fi or the internet connection. If you can browse the internet when connected to the T-Gateway via Ethernet connection, it is a Wi-Fi issue.


General wireless troubleshooting tips can also be found on the following thread:
http://crowdsupport.telstra.com.au/t5/General-Internet-KB/WiFi-Troubleshooting/ta-p/107516

 

 


My phone is not working

TG797-front-with-Thub2handset.jpgIf you are using a Telstra supplied T-Hub2 Handset you can start by viewing the T-Hub 2 Handset on NBN thread.

 

There are two ways to connect a phone service over the NBN; Next Generation Calling and IP POTS.

 

Next Generation Calling:
The first, and most common way, is to use VOIP technology via the existing broadband connection. The T-Gateway is programmed up so VOIP will work.

 

If your phone is not working but you can still access the internet.  Check the status of the Voice light on your T-Gateway.

 

Is the voice light on?

- If the voice light is on, power down the T-Gateway modem for 30 seconds and power it back up.

- Give it 2 minutes to reconnect to the internet, and then test to see if the phone is working.  

- If possible, you could try to connect a standard handset to the green port on the back of the T-Gateway modem and test to see if the phone is working.

 

Is the voice light off?

If the voice light is off, reset the T-Gateway modem to factory default settings.

To do this get a paperclip, or something similar, and press and hold it into the reset hole at the back of the T-Gateway, keep in pressed in for 15 seconds. Give it 2-5 minutes to reconnect to the internet. Alternatively you may prefer to do this via the modems interface http://10.0.0.138

- Give it 2 minutes to reconnect to the internet, then another 3-4 minutes for the Voice light to come on. Then test to see if the phone is working.

- Failing that call us on 1800 TFIBRE (1800 834 273).

 

IP POTS:
The second way is to program up one of the UNI-V ports on the NBN connection box (NTD).

If you have this type of service you can try the following troubleshooting steps:

 

1. Check your phone (or if applicable, home phone wiring & wall sockets) are connected to the correct voice (UNI-V) port on the NBN connection box (NTD). There are two UNI-V ports on the NTD and normally the UNI-V 1 port is used.

2. Unplug the power cable running between the PSU and the NBN connection box (NTD).  Where the cable connects to the NTD, there is a clip which needs to be squeezed down.  Squeeze down on the clip and gently pull down on the plug.  Leave it out for 1-2 minutes and then plug it back in.  Wait 1-2 minutes and test for dial tone.
3. Check for a dial tone. (If not call Tech Support on 1800 TFIBRE (1800 834 273), for assistance to check the service is activated correctly and the phone are plugged into the correct port).
4. If there is a dial tone but calls still don’t work, are there any other noises on the line that may suggest electrical interference or a fault. If so call us on 1800 TFIBRE (1800 834 273).
5. If you have been plugging your phone in to an existing wall socket, try to plug your phone directly into the voice (UNI-V) port of the NBN connection box (NTD). If it works connected directly into the NTD you may need to get a registered cabler to connect your wall socket wiring to the NBN connection box (NTD). 
6. If you are using a phone extension cord, remove the phone extension cord and plug your phone directly into the voice (UNI-V) port of the NBN connection box (NTD). The extension cord may be faulty.
7. If it still doesn’t work, try using a different phone (including a different phone cord) plugged directly into the UNI-V port on your NBN connection box (NTD). If your phone still does not work call us on 1800 TFIBRE (1800 834 273) for assistance.

NBN equipment.jpg

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