Troubleshooting

Showing 5 articles

• Troubleshooting ISDN Services

• How much data does my business need?

• nbn™ satisfaction guarantee

• How Do I Restart My Telstra Equipment?

• I placed a self-installation order, what happens next?

• Will my existing equipment (e.g. alarm, EFTPOS) still work?

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

• Priority Assist

• How to Self-Install my Telstra Business Smart Modem

• How do I check my mobile data usage?

• How do I set up and manage my data usage notifications?

• I’m having trouble with my Internet or Phone service

• What nbn technology am I?

• I have a professional installation order, what happens next?

• How to setup my Telstra 4GX USB Pro

• What do the lights on my device mean?

  • Telstra Business Smart Modem (Netgear v7610)
  • Netgear DevG2020
  • HFC Connection Box
  • FTTC nbn Connection Box
  • FTTP nbn Connection Box
  • Fixed Wireless Connection Box
  • Telstra 4GX USB Pro

  

  Telstra Business Smart Modem (Netgear v7610)

  Light	Indicator	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 connectedor 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	WAN port connected successfully to DSL or the nbn network
  	Green	Data is transmitting at 10Mbps
  	Off	Data is transmitting at 1Gbps
  Phone LED	Solid Blue	Phone is working on Network Authentication successful for all SIP users
  	Flashing Orange	Network 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

  Light	Indicator	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	Unit off or No IP connection
  	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 modem
  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

  Nbn HFC Connection Box

  Light	Indicator	Meaning
  POWER	Off	Connection Box has no power.
  	Green	Connection Box has power.
  DOWNSTREAM	Off	Connection Box has no power.
  	Green	Successful downstream connection.
  	Flashing	Searching for downstream connection. If ONLINE light is on, firmware upgrade in progress.
  UPSTREAM	Off	Still searching for downstream connection, or Connection Box has no power.
  	Green	Successful downstream connection.
  	Flashing	Downstream connection found; searching for upstream connection. If ONLINE light is on, firmware upgrade in progress.
  ONLINE	Off	Connection Box is offline or has no power.
  	Green	Connection Box is online and browsing should be possible.
  	Flashing	Downstream and upstream connection found; retrieving setup information from NBN.

  Nbn FTTC Connection Box

  Light	Indicator	Meaning
  Power Light	None	The device is off
  	Blue	Power is running to the device
  Connection Light	None	The device isn’t connected to the nbn access network equipment outside your home
  	Blue (blinking)	The device is starting up
  	Solid Blue	The device is connected to the nbn access network equipment outside your home
  	Solid Red (or blinking)	There may be a line fault or problem affecting the nbn Connection Box
  	Alternating Red/Blue	There may be a line fault, such as an off-hook telephone
  DSL Light	None	The device’s broadband link is down
  	Solid Blue	The device is DSL synchronised
  	Blue (blinking)	DSL synchronisation or a software update is in progress
  Local Area Network (LAN) Light	None	There is no Ethernet connection to the device
  	Blue/Amber (solid or blinking)	Data is flowing between the nbn Connection Box and your Wi-Fi gateway

  FTTP Connection Box

  Light	Indicator	Meaning
  Power	Off	There is no power to your nbn Connection Box
  	Solid Red	Your nbn Connection Box is operating on backup battery power
  	Solid Green	Your power supply is working normally
  	Flashing Green	Your nbn Connection Box is starting up
  Optical	Off	Something external has disabled your nbn Connection Box
  	Solid Red	Your nbn Connection Box has lost connection with the network
  	Solid Green	Your nbn Connection Box is connected and working properly
  	Flashing Green	Your nbn Connection Box is working and there is normal activity on the network
  Alarm	Off	Your nbn Connection Box is working but you have no devices connected
  	Solid Red	Your nbn Connection Box is not working normally
  	Solid Green	Your nbn Connection Box is connected and working properly
  Uni-D1 to Uni-D4	Off	There are no active Ethernet devices connected to this port at this time. Either: no ports are in use, or all devices connected to these ports are off.
  	Solid Yellow	There is an active device detected on the network capable of operating at up to 1 gigabit per second (this denotes capability, not actual speed).
  	Flashing Yellow	There is data activity of up to 1 gigabit per second detected on the network (this denotes capability, not actual speed).
  	Solid Green	There is an active device detected on the network capable of operating at up to 100 megabits per second (this denotes capability, not actual speed).
  	Flashing Green	There is data activity of up to 100 megabits per second detected on the network (this denotes capability, not actual speed).
  Uni-V 1/2	Off	Expected state for Telstra services.
  	Green	One or more telephone services are in use
  	Flashing Green	One or more telephone services have been in use for over an hour
  Update	Off	Status is normal
  	Solid Red	Your nbn Connection Box has failed to download a software update
  	Flashing Green	Your nbn Connection Box is downloading a software update

  Fixed Wireless Connection Box

  Light	Indicator	Meaning
  Power	Green	Power On
  	Off	No Power
  Status	Green Flashing	Normal Operation
  	Green	Device in test mode
  	Amber Flashing	Device is starting up and installing
  	Red	There is a system fault
  Outdoor Unit (ODU)	Green	Online
  	Green Flashing	Activity
  	Red	Offline
  	Red Flashing	There is an error
  Signal	Red	Low signal strength(no error)
  	Amber	Medium signal strength
  	Green	High signal strength

  Telstra 4GX USB Pro

  Light	Indicator	Meaning
  LTE Indicator	Solid Blue	3G network available
  	Solid Cyan	4G network available
  	Solid Red	No network available

• How do I test my speed?

• What speeds will I get from my nbn connection?

• What can I do to improve the speed of my connection?