NBN TC4 Service Setup & Fault Reporting Guide

Overview

This guide walks Channel Partners through setting up an NBN TC4 service and performing First-Line Maintenance (FLM) before raising a fault. It also defines the exact information Comms Channel needs to escalate upstream without delay. 

1. Site & Equipment Requirements

Suitable router examples: ASUS RT-AX series, TP-Link Archer AX series, Ubiquiti EdgeRouter + UniFi AP, Netgear Nighthawk.

2. Router (CPE) Standard Settings

Place the router centrally and elevated, away from metal surfaces, microwaves, and cordless phones.

3. First-Line Maintenance (FLM) — Run Before Raising a Fault

Most TC4 faults resolve at this layer. Work through these in order.

A. Power & Physical

1. Confirm the NTD is powered on and has been up at least 5 minutes
2. Confirm the router/CPE is powered on and fully booted
3. Confirm the Ethernet cable is firmly seated in the correct UNI-D port (typically UNI-D 1)
4. Confirm no recent cable, building, or power events at the site

B. Restart Sequence

1. Power off the router and leave off
2. Power off the NTD for 60 seconds
3. Power on the NTD and wait 3–5 minutes for full boot
4. Power on the router
5. Wait 5 minutes, then test

C. Wired Diagnostic Tests

1. Connect a laptop directly to the router via Ethernet (bypass Wi-Fi)
2. If still no service: connect the laptop directly to the NTD UNI-D port (bypass the router) and confirm whether it pulls a public IP
3. Run ping to 8.8.8.8 and 1.1.1.1 — record packet loss % and latency
4. Run traceroute (tracert on Windows, traceroute on Mac/Linux) to 8.8.8.8 — capture full output
5. Run a wired speed test at speedtest.net — capture the result with the server name visible

D. Outage Self-Check

1. Check the Comms Portal for any active outage notifications
2. Check the nbnco.com.au outage map for the service address
3. Confirm whether neighbours or other tenants at the site are also affected

4. Fault Types — What to Look For

5. What to Send Us When Raising a Fault

Send all fields below in the ticket. Missing fields delay upstream escalation.

Required Information

Photo Guidance

Poor photos are the single biggest cause of fault-acceptance delays. Use the table below before sending photos through.

Copy-Paste Reporting Template (You can use this to report info back to us)

Service ID:
End customer:
Site address:
On-site contact (name + mobile):
Site access hours:
Time fault began:
Fault type (outage / intermittent / slow / destination-specific):
Symptom:
NTD LEDs (describe what is lit and what is not):
Photos attached (NTD + router): Y/N
Direct-to-NTD test (laptop got public IP? Y/N):
Router WAN IP:
Ping to 8.8.8.8 (loss %, avg ms):
Traceroute to 8.8.8.8 (paste output):
Speed test (wired, with server name):
Recent changes at site:
Failover link status:

Key Notes