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Internet

Service Test options available in MyAussie

Last Updated: Sunday, 14 May 2023

Here’s a guide to the tests available to you and a basic outline of what each one does.

Remember, this might just save you a phone call!
If you notice service issues in the test results, you can then report a fault in MyAussie.

Kick Connection

What it does: This will clear the connection you have with us. It will not reset NBN/OptiComm. After kicking the connection, it may take up to 10 minutes to reconnect.

Use this if: You want to change your modem/router - first, kick your current connection, remove the old modem/router, plug the new one in and allow it to pick up a new connection. This will immediately disconnect your internet when used.

Report a fault if: Your modem/router has been reset, and there's still no connection after 10 minutes.

Check Connection

What is does: Checks the status of your connection and confirms the online status from our end. Can help identify dropouts or if connection is offline.

Use this if: You're unable to connect to the internet or experiencing dropouts. If the test fails, turn the power off for your NBN/OptiComm box for 30 seconds and then turn it back on.

Report a fault if: Result shows Not Connected and/or if the Loopback Test also fails after resetting the NBN/OptiComm box.

Loopback Test

What it does: Sends small amounts of data between you and NBN/OptiComm (and back again) to test that data is getting through in both directions.

Use this if: You're unable to connect to the internet or experiencing dropouts. If the test fails, turn the power off for your NBN/OptiComm box for 30 seconds and then turn it back on.

Report a fault if: The test fails after resetting your NBN/OptiComm box, as well as your modem/router.

UNI-D Status

*FTTP connections only

What it does: Checks that your modem is plugged into the correct UNI-D port. There are four ports, and only one should be active with your connection at Aussie Broadband.

Use this if: You're unable to connect to the internet at all.

Report a fault if: You have tried two different modem/routers and the result is not displaying a MAC address for either.

NTD/NCD Status

*HFC and FTTC connections only

What it does: Checks the status of your NBN box. Can identify dropouts (known as 'flaps'), or if connection is offline.

Use this if: You're experiencing dropouts regularly.

Report a fault if: The test fails, and/or if you have run at least two tests 24 hours apart where the second test shows an increased Flap Count of at least 5. For example, you've run a test on Monday which shows 24 Flaps, then tested on Tuesday which shows 29 Flaps.

NTD/NCD Reset

*HFC and FTTC connections only

Description: Forces your NBN box to reboot itself.

Use this if: If running the NTD/NCD Status test returns with an error.

Report a fault if: The NTD/NCD Status test is reporting a problem and your modem/router has been reset, and you're still experiencing issues after 10 minutes.

Port Reset

*FTTP, FTTC, and FTTN/B connections only

What it does: Resets the UNI-D port on the NBN/OptiComm box (FTTP, FTTC) or the port on your node (FTTN/B) to allow the modem to retry for a connection.

Use this if: Your service is not in sync or is having low speeds.

Report a fault if: Status is Rejected and the test fails, and/or if your modem/router has been reset, and you're still experiencing issues after 10 minutes.

Line State

*FTTN/B connections only

What it does: This test is like a 'Snapshot in time' as the NBN node sees your connection in terms of its speed, stability, and line quality data details.

Use this if: Your service is running slowly or inconsistently, and/or if your copper line is low quality.

Report a fault if: The result for Stability is anything other than Stable, and after running Stability Profile you're still having issues after 48 hours.

Stability Profile

*FTTN/B connections only

What it does: Changes some of the settings that your modem uses to sync to improve stability. The change in settings is typically effective when dealing with poor/degraded copper cabling.

Applying the Stability Profile may reduce your speeds - completing this test step is a prerequisite for having NBN investigate an Unstable service.

Use this if: If the Line State test reports that your Stability is Unstable this should be applied and kept on for 48 hours. Then, the Line State test should then be run again.

Report a fault if: The result for Stability is anything other than Stable, and after running Stability Profile you're still having issues after 48 hours.

DPU Status

*FTTC connections only

What it does: Checks that the NBN equipment in the pit outside your property is online.

Use this if: You're unable to connect to the internet at all.

Report a fault if: Status is Offline.

DPU Port Status

*FTTC connections only

What it does: Checks that the Port on NBN equipment in the pit outside your property is receiving power from your NBN Box. Also shows the connected data rate.

Use this if: You're unable to connect to the internet at all.

Report a fault if: Status is Offline, even after doing the DPU Port Reset test, and/or if connected data rate is low after a DPU Port Reset.

DPU Port Reset

*FTTC connections only

What it does: Resets the port on the NBN equipment in the pit that your NBN box connects to.

Use this if: After running the DPU Port Status, the result is Offline or showing a low Connected Data Rate.

Report a fault if: You're unable to load internet pages, and/or after also running the DPU Port Status test the issues you're experiencing are unchanged.

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