nbn™

Showing 15 articles

• Transitioning your alarm monitoring service to the nbn™ network

• How do I reset my password to manage my business email

• How do I manage my email services

• What is a static IP address?

• How much data does my business need?

• Why do I need unlimited uploads?

• nbn™ satisfaction guarantee

• How Do I Restart My Telstra Equipment?

• How do I customise my business phone settings?

• How do I connect EFTPOS or HICAPS to the nbn™ network?

• I’ve placed an order with Telstra nbn™ service. What happens next?

• Can I keep my current email address?

• What happens to my existing equipment when I move to the nbn network?

• What happens if I do not want to connect to the nbn network?

• What do I do if I have a problem with my nbn equipment

  You can follow the video guides below to learn more on how to perform basic troubleshooting functions should you have a problem with your internet or phone connection.

   

  How to troubleshoot your internet and phone services on ADSL & nbn™ (FTTB & FTTN connections)

  How to troubleshoot your internet and phone services on nbn™ FTTP, FW & HFC connections

   

  Try these troubleshooting steps if your broadband equipment loses connection to the nbn network.

  1. Check for outages

  Before you try anything else, check for outages on our Service Status page.

  This page will show whether your service is affected and when you can expect it to be restored.

  If there are no outages…

  2. Check your Gateway and nbn equipment and socket connections

  • Make sure your Gateway and your nbn equipment are both plugged into power points that are switched ON
  • If your Gateway has a power button, make sure it’s switched ON too
  • Make sure your Gateway’s power cable and ethernet cables are inserted correctly
  • Do the same with your nbn equipment power cable and Ethernet, or nbn activated socket connection

  If all your nbn equipment is ON, all the cables are fine and you still can’t connect:

  3. Restart your Gateway

  Netgear v7610 Gateway

  1. Press the on/off button on the back
  2. All the status lights will turn off
  3. Wait 30 seconds
  4. Press the button again
  5. Wait for the Gateway to power up again
     • This can take up to five minutes
     • Check the lights on your Gateway to see if it’s working

  

  Netgear DevG2020 Gateway

  1. Press the on/off button on the back
  2. All the status lights will turn off
  3. Wait 30 seconds
  4. Press the button again
  5. Wait for the Gateway to power up again
     • This can take up to five minutes
     • Check the lights on your Gateway to see if it’s working

  

  If you still can’t connect:

  4. Restart your nbn equipment

  There are different restart methods for different types of nbn technology.

  Not sure what type of nbn connection you have? Check your nbn connection here.

  a. To restart an FTTP or Fixed Wireless connection box:

  1. Turn off the power point that your nbn power supply is plugged into
  2. Remove the power cable from your nbn equipment and wait 30 seconds
  3. If you have a battery backup power supply unit:
     1. Open the front cover
     2. Disconnect the RED Positive (+) plug from the battery
     3. Disconnect the BLACK Negative (-) plug from the battery
     4. Wait 30 seconds
     5. Connect the BLACK Negative (-) to the battery
     6. Connect the RED Positive (+) to the battery
     7. Replace the front cover
  4. Reconnect the cable to the nbn equipment and turn the power back on
  5. Wait 1 – 2 minutes
  6. You should see these lights:
     • FTTP connections:
       • Power - green
       • Optical – green
       • Alarm – green
       • UNI-D – amber or green
     • Fixed Wireless:
       • Power - green
       • Status - flashing green
       • ODU – green
       • Signal Strength – red, amber or green

  b. To restart your HFC device:

  Choose one of these two methods:

  Disconnect the power

  1. Disconnect the power cable from your HFC device
  2. Ensure all lights go OFF
  3. Wait 30 seconds
  4. Plug the power cable back into the HFC device and wait 5 minutes for it to fully start up

  OR, press the reset button

  1. Use a pointed, non-metallic object to press in the reset button on the back for 5 seconds
  2. Wait 10 minutes for the device to start up
  3. All the lights should be green

  

  c. If you have an FTTN or FTTB connection:

  You can’t restart your nbn connection box yourself. Talk to us now on Telstra Chat.

  What do the lights on my Gateway mean?

  Netgear v7610

  

  LED or button	LED Activity	Meaning
  Power LED around Telstra Logo	Solid blue	Power is on and Gateway is working
  	Off	No power to Gateway
  Internet LED	Solid blue	Physical WAN port connected  Username and password authenticated  Public IP address assigned
  	Flashing Orange	Authentication of username and password in progress
  	Off	Physical WAN port is not connected or  Mobile Broadband not active
  	Solid Red	Physical WAN port connected but  Authentication of username and password unsuccessful
  	Flashing Red	Operating in mobile fail over mode
  WAN LED	Solid Blue	WAN port connected successfully to DSL or the nbn network
  	Flashing Orange	Layer 2 WAN interface connection in progress
  	Off	Physical WAN port is not connected
  LED on Ethernet port on back	Amber	Data is transmitting at 10Mbps
  	Green	Data is transmitting at 1Gbps
  Phone LED	Solid Blue	Phone is working on Broadworks platform Authentication successful for all SIP users
  	Flashing Orange	Broadworks is connecting
  	Off	Registered SIP is disabled
  Wi-Fi On/Off Button	Press the Wi-Fi button for at least 3 seconds to turn Wi-Fi on or off
  	Solid Blue	Wi-Fi service is on and available on 2.4GHz and 5GHz
  	Flashing Orange	Data is transmitting
  	Off	Wi-Fi service is disabled
  WPS Button	Press this button to start WPS connection mode. This mode lasts 2 minutes
  	Solid Blue	WPS connection established
  	Flashing Orange	WPS pairing in progress
  	Solid Red	WPS not connected successfully
  	Off	WPS is disabled or not initiated
  DECT Button	This button will work with a future software update

  Netgear DevG2020

  

  LED or button	LED Activity	Meaning
  Internet LED	Solid Red	Physical WAN port connected but  No public IP address assigned
  	Solid Green	Physical WAN port connected Public IP address assigned
  	Solid or Flashing Amber	Mobile broadband active
  	Off	Physical WAN port not connected or  Mobile broadband not active
  LAN LED	Solid Green	LAN port is connected at 1000 Mbps
  	Flashing Green	Data is transmitting
  	Flashing Amber	LAN port is connected and data is transmitting at 10Mbps
  	Solid Amber	LAN port is connected and data is transmitting at 100 Mbps
  	Off	No link is detected on these ports
  WAN LED	Solid Green	WAN port is connected
  	Flashing Green	Data is sending and receiving
  	Off	Physical WAN port not connected
  USB LED	Solid Green	Data transmitting
  	Flashing Green	Data transmitting
  	Off	USB device disconnected
  PSTN LED	Solid Green	PSTN line detected
  	Flashing Green	Incoming or outgoing calls in progress
  	Off	No PSTN line detected
  Wi-Fi LED	Solid Green	Wireless access point operating
  	Flashing Green	Data transmitting
  	Off	Wireless access point disabled
  DECT LED	Solid Green	DECT active
  	Flashing Green	Incoming or outgoing calls in progress
  	Off	DECT disabled
  Voice LED	Solid Green	nbn Phone service is active and registered with the SIP server
  	Flashing Green	Voice data transmitting At least one phone off hook / in use
  	Off	nbn phone service either not registered or disabled
  DSL LED	Solid Green	ADSL port connected to your ISP
  	Flashing Green	ADSL port synchronizing with your ISP
  	Off	Unit off or  No IP connection
  Power On/Off LED	Solid Red	Power-on self-test in progress
  	Flashing Red	Firmware upgrading
  	Solid Green	Gateway is operating normally
  	Off	No power to Gateway
  USB Port	Solid Green	Data transmitting
  	Flashing Green	Data transmitting
  	Off	USB device disconnected
  Wireless button and LED	Turns Wi-Fi on and off
  WPS button and LED	Solid Green	WPS connection established
  	Flashing Green	WPS pairing in progress
  	Off	WPS disabled

  Still can’t connect?

  Talk to us now on Telstra Chat.

• What factors affect nbn service installation times?

• How will I know if I exceed my usage?

• Protect yourself from phishing

• About malware

• What are the benefits of IPv6?

• What are the Telstra supplied gateways that are static IPv6 compatible?

• Do I need to change my equipment or settings if I wish to use IPv6?

• I run a network for my business am I expected to upgrade any network equipment, or security settings to get IPv6 enabled and working on my Telstra nbn service?

• What's IPv6?

• How do I receive details of the IPv6 address assigned to me?

• How many IPv6 addresses will be assigned?

• How do I troubleshoot a problem with my business phone on the nbn™ network?

• How do I set up Telstra equipment for an FTTN or FTTB nbn™ connection at my business?

• How fast should your broadband internet be and what can slow it down?

• Why would I need a Static IP address?

• Do I receive a Static or Dynamic IP address with my service?

• Does the brand of laptop I have affect which mobile broadband card or modem I should choose?

• How can I track my mobile broadband usage?

• Why do I need two separate appointments to install a Telstra nbn service?

• I rent my business premises - what should I do to get connected to the nbn network?