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FTTP (Fibre to the Premises) Troubleshooting

1. If you have an nbn™ box, please turn it off at the plug socket.

The example below shows the nbn™ box on the left and a battery backup. Not all will have battery backup – you may just have an nbn™ box.

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2. Turn the nbn™ box back on again ensuring that that the optical light and power lights are on

3. If the cover of the nbn™ box is on, (as is shown above), please remove it

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In the images above, the Lights section is highlighted in Red.
D shows where the nbn™ box reset button is (see below)
C shows where the UNI-D ports are (see below)

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4. If the optical light is red, please attempt to reset the nbn™ box by using a pen or paperclip to press the reset button in. If this doesn’t resolve the red optical light - contact our call centre stating that your FTTP connection is not working and the Optical light is red

5. If both the power light and optical light are green, please check your modem is connected properly from the WAN port to the appropriate UNI-D port of the nbn™ box

  • If UNI-D port does not go green or amber, please try to connect to the other UNI-D ports (if you have your Kogan Internet Welcome email, it tells you which UNI-D you should connect to)
  • If none go green or amber, please reply to your email ticket stating that your FTTP connection is not working and the UNI-D light does not go on

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6. Check that the internet lightmceclip0.png(as below number 3) is on:

  • If it is on, your internet should be working
  • If it is not, please follow the steps below

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Open a browser and enter the admin portal (this is usually found on the back of the modem, for example for a Kogan Modem, type 192.168.1.1 or tplinkmodem.net on the address bar of the browser and press enter)

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7. Usually, the modem will ask you to enter a password that you would have setup when activating. Either type your password or create a password

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8. Most modems will have a network tab (usually found under Advanced Settings). Click on the network tab on the left-hand side of your screen and select “ETH Internet” or "WAN" settings

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9. If there is an option to “Delete All”, delete the settings

10. Once settings is deleted, click on “Add” a new connection

11. Ensure VLAN ID is NOT ENABLED

 

If you activated before 25th of July 2023

12. Ensure Internet Connection Type is: “Dynamic IP “ (for other routers it may be called IPoE)

13. Click Save

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If you activated after 25th of July 2023

14. Ensure Internet Connection Type is: “PPPoE“ and create your own username and password

15. Click Save

16. Check the modem

  • Check that the internet lightmceclip1.pngis on:
    • If it is on, your internet should be working
    • If it is not, please call our call centre stating that your FTTP connection is not working

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