TIPS AND TRICKS foR youR NBN CoNNECTIoN
Contents
1. Facebook is a registered trade mark of Facebook Inc Twitter is a trade mark of Twitter Inc and is used under licence DLNA Certified is a trademark of Digital Living Network Alliance The NBN Co logo NBN Co and NBN are trademarks of NBN Co Limited and are used under Licence from NBN Co Limited The spectrum device is a trade mark of Telstra Corporation Limited and are trade marks and registered trade marks of Telstra Corporation Limited ABN 33 051 775 556 C023 NOV122. Setup WPS button DSL Port for grey telephone cord Fast Ethernet Port Ports 1 3 Main power reset USB ports a So WAN Port for connection to NTD or ONT Gigabit Ethernet Port for ethernet cables These USB ports can also be used to share your USB printer with other devices on your network PHONES OR PHONE CABLING Your Telstra voice service will be delivered via the NBN and will run via your I Gateway Your voice services around your home will run via the phone port on your I Gateway Alternatively you can use the inbuilt DECT features to pair directly with compatible T Hub 2 handsets and tablets WHAT S NEXT CONNECTIVITY FOR MORE DEVICES To explore all the possibilities of Telstra s connected home products and services make an appointment with the Telstra Plus Premium Support team They provide expert in home and technical phone support for a wide range of technologies including adding more devices to your network setting up anew wireless network upgrading your operating system or even rebuilding your PC For a free quote please call 1800 TFIBRE 1800 834 273 or visit telstra com au telstra plus 03 OVERVIEW OF THE NBN EQUIPMENT NBN Co will have installed an NBN Network Termination Device NTD and a Fibre Wall Outlet FWO as shown below Your T Gateway connects to the NTD connecting you to the fibre network NBN Co may provide a Power Supply Unit PSU i
3. a common unit of computer data measurement although the base unit is actually a bit Each bit short for binary digit is literally a 1 or a 0 in the binary code that makes computing possible And there are eight bits in a byte A kilobyte is generally taken to be 1 000 bytes and a megabyte is generally taken to bea million bytes Because of the binary code all computing is based on the two times table so they are actually 1 024 and 1 048 576 respectively BROADBAND Broadband is an umbrella term for high bandwidth internet services please see the bandwidth definition in this section DOWNLOAD Downloads are data that you pull down from the internet into your computer That data could be anything from a web page or an email to a streaming video file ETHERNET Ethernet is avery common Local Area Network LAN technology In other words it s a way of connecting computers and computer equipment Wired ethernet connections usually use RJ45 type connectors FAQS Frequently Asked Questions FAQs are literally just that and are usually the heart of any internet or computer information directory You ll find some very useful FAQs in this guide There are further FAQs located at telstra com unlockamazing FIREWALL A firewall is an application that places a virtual security fence around your computer As long as It s kept up to date and active a firewall ca
4. brochure Please keep itin a safe place 02 ADDING DEVICES TO YOUR CONNECTED HOME You may have additional devices that need to be added to your I Gateway ADDING ETHERNET DEVICES Ethernet is the cabling used in your home to connect your I Gateway to other equipment such as desktop computers TVs or other online devices Ethernet cabling will usually support faster data speeds than a Wi Fi connection and should be used where this is important to you If there are additional devices that you want to connect to your I Gateway by ethernet cable either now or in the future all you need to do is plug the devices into one of the LAN ports on your T Gateway If you need to add more than four ethernet devices you may add an ethernet switch eg with eight ports If you need help to do this Telstra PLUS can provide expert in home and technical phone support For a free quote please call 1800 TFIBRE 1800 834 273 or visit telstra com au telstra plus ADDING WI FI DEVICES Many devices can be connected to your home network without cabling using the T Gateway Wi Fi capability This can include fixed devices such as computers and TVs where cabling may be difficult to install as well as mobile devices such as laptops and smart phones Your I Gateway Wi Fi Supports Wi Fi Protected Setup WPS This is a protocol that allows you to easily add devices that support WPS to your network Wireless Protected te
5. SU is operating on backup battery power Your power supply is working normally Your NBN NTD is starting up Your NBN NTD has been disabled externally Your NTD has lost connection with the fibre network Your NTD is connected and working properly This is normal and simply means there is activity on the network Your NTD is working but you have no devices connected Your NBN NTD has a fault and is not working normally Your NTD is working normally and is connected There are no active ethernet devices connected to this port at this time Either e no ports are in use or e all devices connected to these ports are off There is an active device detected on the network capable of operating at up to 1 gigabit per second this denotes capability Telstra s services on the NBN do not offer these speeds There is data activity of up to 1 gigabit per second detected on the network this denotes capability Telstra s services on the NBN do not offer these speeds There is an active device detected on the network capable of operating at up to 100 megabits per second There is data activity of up to 100 megabits per second detected on the network Expected state for Telstra services Normal status NBN NTD software download failure NBN NTD software is downloading OK Check the NBN PSU is plugged in switched on and connected to your NBN NTD If there is still no power light and if a re boot see Troublesh
6. TELSTRA SERVICES ON THE NBN SUPPORT GUIDE NBN CONNECTION WELCOME TO YOUR TELSTRA FIBRE CONNECTED HOME OVERVIEW OF YOUR T GATEWAY 02 ADDING DEVICES TO YOUR CONNECTED HOME 03 OVERVIEW OF THE NBN EQUIPMENT 04 TROUBLESHOOTING TIPS 06 REMINDERS 08 APPENDIX 09 YOUR ONGOING SUPPORT 11 WHAT IT ALL MEANS 12 IMPORTANT INFORMATION Please keep these details in a secure safe place It will save you time when you really need it CCOUI NI PHONE NUMBER PRIMARY USERNAME PRIMARY USERNAME PASSWORD BILLING DATE SSID Wi Fi network name WI FI SECURITY KEY ADDITIONAL MAILBOXES up to 14 for free with your BigPond Account NBN NTD UNI D PORT NUMBER Logging on to telstra com gives you the tools to manage your account usage and email addresses Once logged on you can also order new fibre ready equipment and devices such as a T Box or T Hub 2 to make the most of your new connected home OVERVIEW OF YOUR T GATEWAY Congratulations you re now set up to use This is your connection gateway to Telstra your new fibre service with Telstra services on fibre The technicians will also have connected some of your devices to the I Gateway so these devices will now be operating via Telstra services on the Your Telstra technician has set up your T Gateway 7 National Broadband Network NBN Your technician has written down key information about your new Telstra fibre services on the inside cover of this
7. chnicolor 16737 v MONDON NAN O I annam aaa CERTIFIED DECT for pairing compatible handsets HOON OOO a Phone port for compatible phones and equipment If your device supports WPS to activate it press the WPS button on your I Gateway The two devices should find each other and connect Alternatively to connect your Wi Fi devices to your I Gateway you ll need to know e the SSID Wi Fi network name e Wi Fi security key also known as a pass phrase Your Telstra technician will have written these on the inside front cover of this guide Please note the factory settings for SSID and the Wi Fi security key are printed on the back of your T Gateway and Wireless Security Card if supplied you may need these if your T Gateway is ever restored to factory settings In most cases you can get your WI FI enabled device to search for available Wi Fi networks by selecting your network and entering your Wi Fi security key when instructed You may need to check your device instructions on how to do this ADDING USB DEVICES Your T Gateway has a USB port on the side and a high power USB port on the rear 1000mA You can turn any USB hard drive into a network storage drive connected to the Gateway It s also DLNA Certified which allows quick and easy sharing of digital content like photos music and videos with other connected devices in the home UT Re TT MAOA AONA ONOONO ON ON P TOUTE
8. f you elected to have one installed at the time of ordering your connection Power Supply Unit Network Termination Device EZE ere ee Fibre Wall Outlet NBN NETWORK TERMINATION DEVICE NBN NTD The NBN Network Termination Device NTD is where the NBN meets your home Your I Gateway WAN port will be connected to a selected UNI D port on the NBN NTD UNI V UNI D POWER nee ports not in use ports connects to connects to The technician will have recorded which for Telstra services the I Gateway the NBN PSU NBN NTD UNI D port your T Gateway has ae iS tne been allocated to on the inside cover of this booklet Your I Gateway must be connected to this port only 04 NBN POWER SUPPLY UNIT NBN PSU The NTD is powered by the NBN Power Supply Unit NBN PSU which must always be connected to mains power supply directly not through an extension cord double adaptor power board or any other kind of secondary plug or socket NBN PSU ALARMS Your NBN PSU does include a battery backup feature However as the battery only provides power to the UNI V ports in the event of a power outage this doesn t provide back up for your Telstra voice or broadband services Ifa battery backup is fitted we recommend that you maintain your batteries as described in the NBN Co User Guide If your mains power supply fails or you turn off the power or unplug the NBN PSU your Telstra services on the NBN will no lo
9. ghts on your I Gateway e POWER LIGHT if this light is not on check that your I Gateway is turned on and that your power supply is operational e WAN if this light is not on check NBN NTD and NBN connections see below e ONLINE if this light is not on or is solid red check NBN NTD and NBN connections see below You ll find more information on the T Gateway indicator lights later in this guide CHECK NBN NTD AND NBN CONNECTIONS If the T Gateway WAN indicator light indicates there is no connection to the NBN NTD or the internet then you may need to check your NBN connection e Check the cable is securely attached to the WAN port of the T Gateway e Check the cable is securely connected to the correct UNI D port of the NBN NTD Your Telstra technician will have written the port number on the inside cover of this guide If your service is still not working you ll now need to check the NBN NTD indicator lights as follows 06 NBN NTD ACTION INDICATOR LIGHT SUGGESTED ACTION Alarm Red Please contact Telstra Support Update Red Please contact Telstra Support Update Flashing Green This indicates an update is in progress Please wait for the download to complete the light will go off and check your equipment again Has the fibre optic cable connection from the street been damaged For example a fallen branch may have damaged Optical Off the cable If you think this may be the case do NOT try to re
10. ll Technical Support or Billing please ensure you register them as Authorised Representatives on your account This way we can help the people you trust get back online Contact 1800 TFIBRE 1800 834 273 to add an Authorised Representative Take a couple of minutes to do this now so that if you re away we can help a family member get back online SAFETY Don t disconnect tamper with or look into the laser light emitted from the fibre optic cable This could damage your eyes 08 APPENDIX T GATEWAY INDICATOR LIGHTS The I Gateway has lights to allow you to check the status of your connection Using the table below you may be able to identify your problem LIGHT DESCRIPTION ACTION Ethernet LED Wireless LED Voice LED WAN LED Internet LED DECT LED WPS LED Status Eco Power LED m Solid green ethernet connection detected no activity X Flashing green ethernet connectivity detected and network traffic is ongoing O Off no ethernet connection detected E Solid green a wireless device is paired no activity 3K Flashing green a wireless device is paired and network traffic iS ongoing O Off no device is paired Solid green VoIP service is registered and no traffic running 3 Flashing green VoIP service is registered and traffic is running O Off no service is registered E Solid green WAN connection is connected and working 3 Slow Flashing Green Trying to detect a netw
11. lug your computer directly into your NBN NTD LOOK AFTER YOUR POWER ADAPTORS CORDS Only use the power adaptors cords that come with your devices Using any other adaptors may invalidate your warranty and damage your equipment When disconnecting any power adaptor make sure you turn off the power point and pull on the plug not the cable Pulling the cable may cause damage which could cause a fire or electric shock Never touch the mains cable with wet hands LOOK AFTER YOUR CABLES Make sure cables connecting your devices and equipment are placed out of the way so they re not accidently pulled or tugged If you re concerned about a cable connection try unplugging it and reconnecting If your cables are damaged or the connection sockets are loose fitting this could cause problems with your connection Do not unplug any optical fibre cable STORMS OR HIGH WIND If your area is affected by storms or high winds the connection between your premises and the wider network may have been cut by fallen trees or damaged lines In addition to the lines being cut loss of power to network elements could be causing issues with your connections If you can see a cable has been damaged DON T try to remove it or repair the cable yourself Contact Telstra Support immediately see Telstra s Ongoing Support at the end of this guide If your service has been affected during a storm or high winds keep in mind services a
12. move it or repair the cable yourself Contact Telstra Support immediately see Telstra s Ongoing Support at the end of this guide The following table shows how the lights STILL HAVING A PROBLEM POWER Solid green should appear If the lights are not as o described please re boot your equipment OPTICAL Solid or flashing green If e the tips In this as outlined above If this does not fix the your le stra lore services are sti problem please contact Telstra Support ALARM Green not working correctly please contact see Telstra s Ongoing Support at the end Telstra Support of this guide UPDATE Off For further information on the NBN NTD indicator lights see the appendix at the end of this guide 07 REMINDERS LOOK AFTER THE NBN EQUIPMENT It s important that the NBN equipment is placed in areas that don t attract dirt dust or moisture and isn t in high traffic areas where it could get bumped It s also important that your equipment has enough ventilation space and isn t exposed to extreme temperatures or humidity You should not cover or paint this equipment Please don t remove or tamper with the NBN Co labels on the equipment The NBN equipment remains the property of NBN Co If you wish to move relocate rearrange remove disconnect or maintain the devices please get in touch with us Please don t attempt to maintain the equipment yourself unless instructed to do so by us or NBN Co Never p
13. n stop hackers from accessing your computer stop trojans from sending data out of your computer and provide you with a report on any such activity GATEWAY The term gateway is used to describe the device which connects your Telstra broadband service and other internet enabled devices to the internet You can think of your gateway as being just like a modem with Wi Fi access SSID OR NETWORK NAME The SSID Service Set Identifier defines the name of the local Wi Fi network provided by your router USB USB stands for universal serial bus and is a system that lets you plug a huge range of devices into the one plug on your computer VOIP VoIP stands for Voice over Internet Protocol or IP VoIP telephones send your telephone calls over the internet in digital format WI FI Wi Fi is short for Wireless Fidelity Wi Fi is the technology that allows you to connect your computer and other internet enabled devices to your I Gateway without wires DECT Digital Enhanced Cordless Telephone ECO Economy LED Light This feature ensures that the I Gateway only uses a limited amount of energy to power its components and respond to user activity WPS Wi Fi Protected Setup that allows for users to add wireless clients to your network Note this is disabled for your T Gateway by default WPA Wi Fi Protected Access NOTES
14. nger work The NBN PSU has several types of audible warning alarm sounds The following list includes CAUSE ALARM SOUND ACTION REQUIRED Power Failure Loss of mains power supply Replace Battery Battery self test fails Low Battery Less than 50 remaining Audible Alarm On Alarm function is enabled Audible Alarm Off Alarm function is disabled Although the battery backup won t support Telstra services on the NBN we recommend that you replace the battery when the Replace Battery warning alarm sounds and or your NBN Power Supply Unit is showing a red light next to the REPLACE BATTERY symbol TO SILENCE THE ALARM You can turn off the audible alarm sounds using the ALARM SILENCE button Press and hold the button to temporarily silence or re enable the alarm sounds for either 24 hours or longer Beeps once Take action to restore power to the NBN PSU Beeps once every 15 minutes Replace the backup battery Beeps four times every minute Take action to restore the power to the NBN PSU Beeps twice when enabled Beeps once when disabled Details of the battery required and the instructions for replacing your backup battery are available in your NBN Co User Guide TIME seconds SILENCE FOR 24 HRS RE ENABLE A a QQ SILENCE FOR 24 HRS RE ENABLE ALARM Q 1 Beep 05 TROUBLESHOOTING TIPS FIRSTLY RE BOOT If you re having issues with your connection you should re boot your equi
15. ooting Tips doesn t fix the problem contact Telstra Support There is likely to be a mains power failure Check your mains power supply Your Telstra service will not work unless your power light is solid green NA NA If a re boot see Troubleshooting Tips doesn t fix the problem contact Telstra Support If a re boot see Troubleshooting Tips doesn t fix the problem contact Telstra Support NA NA NA If a re boot see Troubleshooting Tips doesn t fix the problem contact Telstra Support NA If you re having difficulty with connected devices then re boot see Troubleshooting Tips If a re boot doesn t fix the problem contact Telstra Support NA NA NA NA NA NA Contact Telstra Support Wait for the download to be completed then check your service again YOUR ONGOING SUPPORT If you need assistance with your Telstra services we re here to help so please call click or come in For troubleshooting tips the best place to start is this guide If after following the advice here your Telstra fibre services are still not working correctly please contact Telstra Support CALL OUR TECHNICAL SUPPORT TEAMS 1 24 7 Technical Support Desk on 1800 TFIBRE 1800 834 273 2 Billing and Sales enquiries call 1800 TFIBRE 1800 834 273 3 For help connecting additional devices connecting your home or fixing your PC call Telstra Plus 1800 TFIBRE 1800 834 273 Costs apply for these extended
16. ork connection 3 Fast flashing green Network connected and transferring traffic fibre O Off No network connection established m Solid green internet connected no activity X Flashing green internet connected and activity is ongoing m Solid red internet connection failed O Off No internet is connected mw Solid green DECT is paired and ready for use 3 Flashing orange DECT is in pairing mode and is registering O Off DECT is not paired m Solid green WPS setup successful 3 Slow flashing orange WPS setup in process X Fast flashing red WPS error o Off idle m Solid green power on all required Services are up and running Flashing red device is booting up E Solid red one of the required services has failed E Solid blue device is in Eco mode Wi Fi disabled and is operating normally O Off power off If there is no LED and an ethernet connection is in place and the device is in use check e the cable is connected e the device is operational If the ethernet device still doesn t work re boot your equipment see Troubleshooting Tips If Wi Fi devices should be connected try to reconnect using device instructions If still not working re boot your equipment see Troubleshooting Tips If your Internet LED is green however the Voice LED is off re boot your equipment and wait 5 minutes for it to be remotely configured see Troubleshooting Tips Check NTD and NBN connection
17. pment This will fix most simple problems Re boot refers to a controlled shut down and turning back on of your equipment Shut down Firstly check if anyone else is online or using the phone if you have a Telstra T Voice Service on the NBN and be sure to save your work Then shut down your computer and any other connected devices Next turn off your T Gateway Unplug the 12V DC power cable from the power socket at the back of the NBN NTD Turn on e Wait five seconds e Re insert the 12V DC power cable to the power socket on the NBN NTD e Wait for the following LED indicator lights on the NBN NTD this may take up to a minute POWER OPTICAL Solid green Solid or flashing green ALARM Off UPDATE Off e Turn on your I Gateway e Wait 30 seconds e Finally turn on your computer and or other devices In many cases this will fix your problem Please check your service again If you continue to have problems read on CHECK THE POWER If you get no indicator lights on your T Gateway or the power indicator on the NBN NTD is off or red then you may have a problem with your power supply Here are some simple checks e Check whether other devices unrelated to your Telstra services on the NBN have power If power isn t available we recommend you turn off your T Gateway your NBN NTD and any fixed devices using mains power Once power is restored turn on your equipment and devices as described
18. re usually fixed when the severe weather has safely passed If the service isn t restored soon after the storm contact Telstra Support OTHER INTERFERENCE Other electronic devices in your home could be causing interference with your connections When being used devices and appliances such as cordless and mobile phones fluorescent lights fixed vacuum cleaners air conditioning units refrigerators freezers microwave ovens induction cooktops and baby monitors can also affect connections including Wi Fi If you re having difficulties connecting try turning devices off to see if connections improve Having these devices close to your I Gateway or the NBN NTD may cause connection issues Ensure you have enough space around your devices to avoid interference We recommend at least one metre CLEANING Safely clean your equipment and devices with e a damp not wet cloth e an anti static wipe e small volumes of pressurised air available from electronic stores Never clean your equipment and devices with e household polish e liquid or aerosol based cleaners e a dry cloth as this may cause a static shock MOVING HOME If you re moving house you must leave the NBN equipment behind Please take your T Gateway with you AUTHORISED REPRESENTATIVES IN YOUR HOME When calling for Telstra Support it s important to protect your identity security and your account If other people in your household ca
19. s see Troubleshooting Tips Check NTD and NBN connections see Troubleshooting Tips If this LED is not on using your device instructions re register any compatible T Hub 2 handsets or tablets Assists with diagnosing the status of any WPS registration attempts Check your mains power supply is still active If power is not available we recommend that you turn off your T Gateway and any fixed devices using mains power Once power is restored re boot your equipment as described in the Troubleshooting Tips If power is available check e the I Gateway power adaptor is plugged in directly to a power point and turned on e the power adaptor is securely connected to the I Gateway e the power switch on the I Gateway is turned on e f this still doesn t work re boot your equipment see Troubleshooting Tips 09 NBN NETWORK TERMINATION DEVICE INDICATOR LIGHTS E S E F Q amp zr N S Vv by S g Q N amp J v gt N S E Z Q S S LIGHT INDICATOR MEANING ACTION Power Optical Alarm Uni D1 to Uni D4 Uni V 1 2 Update O Off E Solid red m Solid green 3 Flashing Green O Off Solid red m Solid green X Flashing green O Off m Solid red E Solid green O Off Solid yellow Flashing yellow E Solid green 3 Flashing green O Off o Off E Solid red 3 Flashing green This means there is no power to your NBN NTD Your NBN P
20. s working and you suspect your computer may be the cause of slower internet speeds Telstra Plus can visit your premises and perform a Health Check on your computer Visit telstra com au telstra plus for more details or call on 1800 TFIBRE 1800 834 273 for a free quote SOME OF YOUR DEVICES CONNECTED TO YOUR FIBRE SERVICES ARE NOT WORKING e Check the affected device is charged or the power is plugged in and turned on e Check any connecting cables between the device and the I Gateway e Check the Wireless light on your I Gateway If there s no light it s not working and your Wi Fi devices won t operate e Check the wireless device has connected to the Wi Fi home network Refer to your device instructions for more information e Determine how many Wi Fi devices are currently connecting to your I Gateway If a large number of devices are active you may have capacity issues Consider turning off some of the devices to improve the performance of others In some cases other electrical appliances or devices in your home such as cordless and mobile phones fluorescent lights fixed vacuum cleaners air conditioning units refrigerators freezers microwave ovens induction cooktops and baby monitors may interfere with Wi Fi signals If you re having difficulties connecting try turning the suspected electrical devices off one by one to see if connections improve ALL YOUR FIBRE SERVICES ARE NOT WORKING Check the li
21. services and quotes are available for both in home and remote assistance CLICK ON OUR ONLINE VISIT A TELSTRA STORE SUPPORT SERVICES 24 7 Come in to one of our national telstra com and bigpond com network of Telstra stores and Partners has the following services available Find your local store easily on lt Online FAQ s telstra com au store locator e Crowd Support Online chat with a Telstra consultant Also contact us via Email a consultant telstra com gt Help gt Contact us telstra com au help Facebook facebook com Telstra Twitter BigPondleam WHAT IT ALL MEANS BANDWIDTH Bandwidth is just data capacity Broadband services can carry huge amounts of data Low bandwidth or narrowband services like dial up carry far less Bandwidth is usually expressed in terms of data flow 256 kbps or 512 kbps for example because it translates into speed when you re browsing the internet BITS PER SECOND Most internet service providers including Telstra rate broadband plan speeds in kilobits per second eg 256 126 kbps However most software including Internet Explorer and Windows displays download speeds in kilobytes per second kBps One byte equals eight bits so typical plan speeds translate as PLAN SPEED KILOBITS KILOBYTES PER SECOND PER SECOND kbps kBps 1500 187 8000 1000 12000 1500 20000 2500 25000 3125 30000 3750 50000 6250 100000 12500 BYTES Bytes are
22. under Firstly Re Boot above e f power is available check that the T Gateway power adaptor is plugged in directly to a power point and the power point is turned on Check that the power adaptor is securely connected to the T Gateway Check that the power switch on the I Gateway Is turned on e Check that the NBN PSU is plugged in and switched on and is connected to your NBN NTD If there is still no power and if a re boot doesn t fix the problem please contact Telstra Support see Your Ongoing Support on page 11 SPEED ISSUES There are many factors that can affect the speed of your connection e An unhealthy computer may affect the speed of your connection to the internet e Not enough RAM or hard disk space or a fragmented hard disk can appear to slow down your online experience e 00 many programs running on your system can also slow down the computer Some older operating systems may also not allow you to reach the maximum capable speed of your connection Please consult your user manual or system provider if unsure When downloading content from external parties the speed achieved can be influenced by the source and type of content being downloaded the number of users and the performance of interconnecting infrastructure not operated by Telstra Devices connected by Wi Fi even under the best conditions may experience slower speeds than those connected by ethernet cable If your connection i
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