Troubleshooting
Troubleshooting
If any services provided through your network termination device also known as the NTD stop working you can run these checks before calling Aconnect.
· Checking the Cables
It may seem obvious but is everything plugged in and turned on properly. Check your NTD, Power Supply Unit, all cables and power points and your own equipment to make sure. Perhaps your mains power has failed in this case, be aware the job power supply unit is potentially running on backup battery power. Check that your fiber optic cable is undamaged and is securely plugged into both the NTD and the fiber wall outlet.
· Checking Alarms
- Do you hear any alarm sounds coming from your equipment? There are different alarm for different faults, refer to your user guide for more information.
- Are there any obvious fallen branches or other obstacles that may have cut the fiber optic cable connection from the street? Don’t try to remove anything or repair the cable yourself, but do contact Aconnect.
- Have you checked the indicator light on both the power supply unit and the NTD? If the indicator lights on your power supply unit or NTD don’t match the ones in the user guide, there’s maybe an issue. Write down which lights are glowing there color and whether or not they are flashing and contact Aconnect.
· Checking Services
NOTE: This check is only if you’ve subscribed to a voice service over the NBN. If your phones not working check if you are using correct port on the NTD because voice services can be provided in different ways speak to Aconnect and we will tell you which port you need to use. If your phone is still not working contact Aconnect.
Finally if you have subscribed to an internet service look at the lights in your NTD to see if it’s working, it should be showing a yellow or green light. If it’s not or if there is any other fault with your internet service please contact Aconnect for further assistance.
If these troubleshooting steps haven’t solved the problem, contact Aconnect on 1800Aconnect explaining what you noted from your checks. Remember, if you have a problem with your NBN service check the cables, check alarms, and check your services before you call Aconnect.