Recent Job: Fixed NBN internet issue in Oakleigh VIC

Location: Atkinson St, Oakleigh
Devices concerned: NBN HFC Network Termination Unit (NTU)
Problem: NBN HFC NTU was only powering up with a single light – no downstream, upstream or online lights.

The issue:

A client rang us from Oakleigh (Atkinson St) mentioning that their internet had gone down the previous night, with no power outages and that the NBN black box (NTU) was only powering up with no other activity and that the usual set of lights – upstream, downstream and online lights weren’t on. They had already done the usual – power cycling the device etc.

The client was away for a few months and only came back the day before.

The fix:

Our experience shows us that this issue usually means an issue with the NBN device itself or that the unit is reluctant to connect to the NBN network. That rules out any other faults in the house.

We did a full reset the NTU – holding the reset button for a few seconds until the device completely reboots, rather than a power cycle. This was however in vain as the device came back on with only a single light.

We rang their internet provider – Telstra to check on the status of the connection at their end. Telstra confirmed that the service was active at their end, but the NTU wasn’t registered against the property’s connection.

We provided the MAC address of the NTU unit that is printed – usually underside of the modem, so that they could re-register the unit against the client’s service. We’ve never seen this happen but apparently it dropped off NBN’s network – quite possibly because our client was away for a few months. NBN needed to relink the MAC address to their active service.

As soon as NBN was able to complete the re-registration on their end, the NTU showed some life – all the lights came back. We then ran speed tests to confirm the connection was stable and up to mark.

If you’re having similar NBN issues or if you need help onsite, our team provides fast and honest computer repairs and network troubleshooting in Oakleigh to deal directly with your ISP.