NBN TC4 Service Setup & Fault Reporting Guide

📖 Introduction

This guide helps NBN TC4 customers both residential and business; prepare, set up, test, and report issues with their internet service. It includes all relevant customer-side requirements and instructions to ensure smooth operation across all speed tiers, including high-speed Business services like 1000/400 Mbps and 500/200 Mbps.

🏡 Customer Requirements for Smooth NBN TC4 Service

🧰 Site Preparation & Infrastructure

• Confirm NBN service is active and the correct NBN technology type (FTTP, FTTC, FTTN, HFC, etc.) is in use.
• Ensure internal network cabling is minimum CAT6, especially for high-speed services.
• Power supply should be stable; surge protection is recommended.
• If installed in a building’s comms room, ensure access to the NBN device for troubleshooting.

🔌 Device Requirements

• Router/Modem (CPE) must be NBN-compatible and support the required plan tier:
  • For lower-speed plans (25/5, 50/20 Mbps): Any standard NBN-compatible router.
  • For high-speed and business plans (100/40, 250/100, 500/200, 1000/400 Mbps):
    • Gigabit WAN/LAN ports.
    • Support for Wi-Fi 5 (802.11ac) or preferably Wi-Fi 6 (802.11ax).
    • Examples: ASUS RT-AX series, TP-Link Archer AX series, Ubiquiti EdgeRouter + UniFi AP, Netgear Nighthawk.
• Connected Devices:
  • Laptops and PCs should support Gigabit Ethernet or modern Wi-Fi standards.
  • Phones/tablets must support dual-band Wi-Fi (2.4GHz and 5GHz).

⚙️ General Router (CPE) Setup Instructions

1. Physical Connection

• Connect the NBN NTD (Network Termination Device) to the router’s WAN port via Ethernet.
• Use the correct UNI-D port as advised by your provider (commonly UNI-D1).
• For FTTC/FTTN services, connect DSL port to the phone wall socket using the provided cable.

2. Router Settings

• WAN Connection Type: DHCP (Dynamic IP).
• Username/Password: Not required unless PPPoE is used (rare for TC4).
• VLAN ID: May be required depending on provider setup (commonly 100 or 2).
• MTU: Default 1500 or 1492 if PPPoE is used.
• Wi-Fi Setup:
  • Use separate SSIDs for 2.4GHz and 5GHz.
  • Set secure Wi-Fi passwords.

3. Router Placement

• Place the router centrally in an elevated, open area.
• Avoid metal surfaces, thick walls, microwaves, and cordless phones.
• For large spaces, consider using mesh Wi-Fi or range extenders.

✅ Testing the Setup

• Connect a device directly to the router via Ethernet and confirm internet access.
• Run a speed test on speedtest.net or a similar tool.
• Confirm upload/download speeds are close to plan tier.
• Test Wi-Fi performance across different rooms.

🧰 Troubleshooting Checklist

Use this section before contacting support.

🔌 Power & Connectivity

💡 LED Status on NBN Device

🧪 Cabling & Port Checks

🏢 Infrastructure Access

🖥️ Device & Network Settings

🌐 Speed & Access Checks

📸 Photos & Logs

🧾 Reporting an Issue to Support

When reaching out to support, please share the following:

• Photos of LED indicators (NBN device + router).
• Description of the issue and when it began.
• Confirmation that all steps in the troubleshooting checklist have been completed.
• Any changes recently made to network, devices, or wiring.

🌐 Static IP Handling (Business Plans)

• Static IPs are assigned at the NBN backend.
• Customer routers must still be configured to use DHCP.
• No need for manual IP configuration unless explicitly advised.

📞 Contacting Support

To help us escalate your issue quickly to NBN:

• Provide the completed troubleshooting checklist.
• Include supporting images and speed test screenshots.
• Mention any building-level access constraints (e.g., locked comms room).
• Name & Mobile number of the On-Site Contact person.