Report a Fault

Choose product type*

What is your fault*

No connection
Slow speed
Drop out
Other

Please perform a power-cycle. Turn the nbn™/OptiComm/LBN box, router and modem off. Wait 30 seconds to 1 minute. Turn on all the devices. Give the devices time to reconnect, this can take up to 10 minutes.

Did you power off and on the nbn™/OptiComm/LBN box?*

Yes
No

The Network Termination Device (NTD/ONT), also known as nbn™/OptiComm/LBN connection box.

Did you reset your modem router?*

Yes
No

Connection Box Status Lights*

Power	Optical/PON	Internet	LAN 1-4

Status: Off/Green/Red

Modem Router Status Lights*

Power	WAN/DSL	Internet	WiFi

Status: Off/Green/Red

Speed Test:*

Test Result 1	Test Result 2	Test Result 3

Please perform following steps to take some connection speed tests in 3 different time slots: occom.com.au/speedtest

The speed test have been performed via:

PC/Mobile connect to modem router via WiFi
PC connect to modem router via cable
PC connect to nbn™/OptiComm/LBN box via cable

Is your PC/Mobile connecting to:*

2.4Ghz WiFi
5Ghz WiFi
I don’t know which type of WiFi

What model is your router/modem router?*

MAC Address of you router?*

Upload devices and connection photos

Drop files here or

Please upload photos of the physical connection between your router and nbn™/OptiComm/LBN box, including the indicators.

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ReportFault-04042021