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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 - reply to your email ticket 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 light 3mceclip0.pngbelow is on:

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

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7. Connect to the wifi of the modem (ideally the 5GHZ wifi for faster connection) or connect an ethernet cable from any of the LAN (or yellow) ports of the modem to the Ethernet port of a computer

8. Open a browser and Type 192.168.1.1 or tplinkmodem.net on the address bar of the browser and press enter

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9. Either type your password or create a password

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10. Go to the Advanced tab on the top of your screen

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11. Click on network on the left hand side of your screen and select “ETH Internet”

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12. Click on “Delete All” on the top right corner of the screen, ensuring the table below is empty

13. Click on “Add” on the top right corner of the screen

14. Ensure VLAN ID is NOT ENABLED

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

16. Click Save

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17. Check the modem

  • Check that light 3mceclip12.pngis on:
    • If it is on, your internet should be working
    • If it is not, please reply to your email ticket stating that your FTTP connection is not working

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