Telstra bigpond velocity User manual

WELCOME
TO YOUR
TELSTRA FIBRE
CONNECTED HOME
YOUR SUPPORT GUIDE FOR TELSTRA
SERVICES ON THE NBN

02
WHAT’S
INSIDE
OVERVIEW OF YOUR BIGPOND VELOCITY®
HOME NETWORK GATEWAY 03
ADDING DEVICES TO YOUR CONNECTED HOME 04
OVERVIEW OF THE NBN EQUIPMENT 07
TROUBLESHOOTING TIPS 10
REMINDERS 15
APPENDIX 17
TELSTRA’S ONGOING SUPPORT 22
Please keep these details in a secure, safe place. It will save you time when you really need it.
TELSTRA ACCOUNT NUMBER:
PHONE NUMBER ( )
PRIMARY USERNAME:
PRIMARY USERNAME PASSWORD:
BILLING DATE: / /
(the day when your monthly usage resets)
SSID: (Wi-Fi network name)
WI-FI SECURITY KEY:
ADDITIONAL MAILBOXES:
(up to 14 for free with your
BigPond®Account):
Login to BigPond.com with your primary
username to create additional mailboxes
and manage their passwords:
1.
2.
3.
4.
NBN NTD UNI-D PORT NUMBER:
IMPORTANT INFORMATION
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®
to make the most of your new connected home.
01

OVERVIEW OF YOUR BIGPOND VELOCITY® HOME NETWORK GATEWAY ADDING DEVICES TO YOUR CONNECTED HOME
Congratulations,you’re now set up to use your new fibre service with Telstra.
Your Telstra technician has set up your BigPond Velocity Home Network Gateway.
This is your connection gateway to Telstra services on fibre.The technicians will also have
connected some of your devices to the BigPond Velocity Home Network Gateway so these
devices will now be operating via Telstra services on the National Broadband Network
(NBN).Your technician has written down key information about your new Telstra fibre
services on page 01. Please keep it in a safe place.
You may have additional devices that need to be added to your BigPond Velocity®Home
Network Gateway.
VOICE 1
Phone port
USB
Ports
WPS
(Wi-Fi)
WAN
port connects
to NBN NTD
UNI-D port POWER
RESET/RESTORE
FACTORY SETTINGS
BUTTON
Connects
to power
LAN
ports – to connects
your computers &
ethernet devices
(wired connection)
VOICE 2
Phone port
(will not be used)
ADDING ETHERNET DEVICES
Ethernet is the cabling used in your home to connect your BigPond Velocity Home Network
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 BigPond Velocity Home
Network 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 BigPond Velocity Home Network Gateway.
If you need to add more than four ethernet devices, you may add an ethernet switch
(e.g. with eight ports).
If you need help to do this, please contact Telstra PLUS on 13 PLUS (13 7587)
or visit telstra.com.au/telstra-plus for more details on this service.
ADDING WI-FI DEVICES
Many devices can be connected to your home network without cabling using the BigPond
Velocity Home Network 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 BigPond Velocity Home Network 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.
If your device supports WPS, to activate it, press the WPS button on your BigPond Velocity
Home Network Gateway. The two devices should find each other and connect.
03 04

05
Alternatively, to connect your Wi-Fi devices to your BigPond Velocity®Home Network
Gateway you’ll need to know:
• theSSID(Wi-Finetworkname)
• 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
bottom of your BigPond Velocity Home Network Gateway – you may need these if your
BigPond Velocity Home Network 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.
You can connect many Wi-Fi devices to your BigPond Velocity Home Network Gateway at
once. However, the more devices using the Wi-Fi around your home at the same time, the
more this could slow the speed of your Wi-Fi connections.
Please be aware that some electrical 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 can cause interference
with your Wi-Fi connections.
If you’re having connection difficulties, try turning the suspected electrical devices off one
by one to see if connections improve. Some of these devices may cause connection issues
even if they are not close to your BigPond Velocity Home Network Gateway. We recommend
keeping your BigPond Velocity Home Network Gateway and other Wi-Fi devices at least a
metre away from the electrical devices mentioned above.
ADDING USB DEVICES
There are two USB ports on the back of your BigPond Velocity Home Network Gateway.
These ports can be used to connect your USB external hard drives and USB memory (such as
a thumb drive, memory stick, etc.) to share photo files or documents around your network.
PHONES OR PHONE CABLING
If you live in a new estate or residence where Telstra’s existing network isn’t available, your
voice service will be a Telstra Digital Voice Service on the NBN.Your voice services around
your home will run via the Voice 1 phone port on your BigPond Velocity Home Network
Gateway. The other phone port on the BigPond Velocity Home Network Gateway will not be
in operation.
If you live in an area where Telstra’s exisitng network is available, at this stage, your home
phone service will continue to be supplied on Telstra’s network and won’t run via your
BigPond Velocity Home Network Gateway. We’ll contact you when Telstra voice services on
the NBN become available in your area.
ADDING DEVICES TO YOUR CONNECTED HOME ADDING DEVICES TO YOUR CONNECTED HOME
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 a new wireless network, upgrading your operating
system or even rebuilding your PC. For a free quote, please call 13 PLUS (13 7587) or
visit telstra.com.au
06

NBN NETWORK TERMINATION DEVICE (NBN NTD)
The NBN Network Termination Device (NTD) is where the NBN meets your home.
Your BigPond Velocity Home Network Gateway’s WAN port will be connected to a selected
UNI-D port on the NBN NTD. The technician will have record which NBN NTD UNI-D port
your BigPond Gateway has been allocated to on page 01 of this booklet. Your BigPond
Gateway must be connected to this port only.
POWER
RESET
UNI-D
UNI-V
1 2 3 4
UNI-V
ports- not in use
for Telstra services
at this time
UNI-D
ports - connects to the
BigPond Velocity
HomeNetwork Gatway
POWER
connects to
the NBN PSU
OVERVIEW OF THE NBN EQUIPMENT OVERVIEW OF THE NBN EQUIPMENT
NBN Co will have installed an NBN Network Termination Device (NTD), a Power Supply
Unit (PSU) and a Fibre Wall Outlet (FWO) as shown below.Your BigPond Velocity®Home
Network Gateway connects to the NTD, connecting you to the fibre network.
NBN POWER SUPPLY UNIT (NBN PSU)
The NTD is powered by the NBN Power Supply Unit (NBN PSU) which must always be
directly connected to mains power supply directly – not through an extension cord, double
adaptor, power board or any other kind of secondary plug or socket.
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 Digital Voice or broadband services. If a 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 longer work.
NBN PSU ALARMS
The NBN PSU has serval types of audible warning alarm sounds.The following list includes:
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.
Details of the battery required and the instructions for replacing your backup battery are
available in your NBN Co User Guide.
CAUSE ALARM SOUND ACTION REQUIRED
POWER FAILURE
Loss of mains power supply
Beeps once Take action to restore power
to the NBN PSU
REPLACE BATTERY
Battery self-test fails
Beeps once
every 15 minutes
Replace the backup battery
LOW BATTERY
Less than 50% remaining
Beeps four times
every minute
Take action to restore the power
to the NBN PSU
AUDIBLE ALARM ON
Alarm function is enabled
Beeps twice
when enabled
AUDIBLE ALARM OFF
Alarm function is disabled
Beeps once
when disabled
07 08
©NBN Co Limited 2012

= 1 Beep
OVERVIEW OF THE NBN EQUIPMENT
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.
TROUBLESHOOTING TIPS
FIRSTLY RE-BOOT
If you’re having issues with your internet connection, you should re-boot your equipment.
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 Digital 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 BigPond Velocity®Home Network Gateway.
Unplug the 12V DC power cable from the power socket at the back of the NBN NTD.
Turn-on
• Waitveseconds
• Re-insertthe12VDCpowercabletothepowersocketontheNBNNTD
• WaitforthefollowingLEDindicatorlightsontheNBNNTD(thismaytakeuptoaminute):
• TurnonyourBigPondVelocityHomeNetworkGateway
• Wait30seconds
• 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.
09
POWER Solid green
OPTICAL Solid or flashing green
ALARM Off
UPDATE Off
10
TIME
(seconds)
SILENCE
FOR 24 HRS
RE-ENABLE
ALARM
SILENCE
FOR 24 HRS+
RE-ENABLE
ALARM
KEEP HOLDING ALARM SILENCE BUTTON
KEEP HOLDING ALARM SILENCE BUTTON
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15

TROUBLESHOOTING TIPS TROUBLESHOOTING TIPS
CHECK THE POWER
If you get no indicator lights on BigPond Velocity®Home Network 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
• 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 BigPond Velocity Home
Network Gateway, your NBN NTD and any fixed devices using mains power. Once power
is restored, turn on your equipment and devices as described under ‘Firstly Re-Boot’ on
page 10.
• Ifpowerisavailable,checkthattheBigPondVelocityHomeNetwork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 BigPond Velocity Home Network
Gateway. Check that the power switch on the BigPond Velocity Home Network Gateway
is turned on.
• 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(page10)doesn’txtheproblem,pleasecontact
Telstra Support (see Telstra’s Ongoing Support at the end of this guide).
SPEED ISSUES
There are many factors that can affect the speed of your connection.
• Anunhealthycomputermayaffectthespeedofyourconnectiontotheinternet.
• NotenoughRAMorharddiskspace(orafragmentedharddisk)canappeartoslowdown
your online experience.
• Too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inuenced
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 is 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 13 PLUS
(13 7587) for a free quote.
SOME OF YOUR DEVICES CONNECTED TO YOUR FIBRE SERVICES
ARE NOT WORKING
• Checktheaffecteddeviceischargedorthepowerispluggedinandturnedon.
• CheckanyconnectingcablesbetweenthedeviceandtheBigPondVelocity
Home Network Gateway.
• ChecktheWirelesslightonyourBigPondVelocityHomeNetworkGateway.
If there’s no light, it’s not working and your Wi-Fi devices won’t operate.
• CheckthewirelessdevicehasconnectedtotheWi-Fihomenetwork.
Refer to your device instructions for more information.
• DeterminehowmanyWi-FidevicesarecurrentlyconnectingtoyourBigPond
Velocity Home Network 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 lights on your BigPond Velocity Home Network Gateway.
• POWER LIGHT – if this light is not on, check that your BigPond Velocity Home Network
Gateway is turned on and that your power supply is operational.
• WAN – if this light is not on, check NBN NTD and NBN connections (see page 13).
• ONLINE – if this light is not on or is solid red, check NBN NTD and NBN connections
(see page 13).
You’ll find more information on the BigPond Velocity Home Network Gateway indicator
lights, later in this guide.
11 12

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.
OPTICAL Off Has the fibre optic cable connection from the street
been damaged? For example, a fallen branch may have
damaged the cable.If you think this may be the case, do
NOT try to remove it or repair the cable yourself. Contact
Telstra Support immediately (see Telstra’s Ongoing
Support at the end of this guide).
TROUBLESHOOTING TIPS TROUBLESHOOTING TIPS
CHECK NBN NTD AND NBN CONNECTIONS
If the BigPond Velocity®Home Network 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:
• CheckthecableissecurelyattachedtotheWANportoftheBigPondVelocityHome
Network Gateway.
• 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.
NBN NTD
The table below shows how the lights should appear. If the lights are not as described,
please re-boot your equipment (as outlined above). If this does not fix the problem, please
contact Telstra Support (see Telstra’s Ongoing Support at the end of this guide).
POWER Solid green ALARM Green
OPTICAL Solid or flashing green UPDATE Off
14
STILL HAVING A PROBLEM?
If, after following the tips in this guide, your
Telstra fibre services are still not working
correctly, please contact Telstra Support.
13
For further information on the NBN
NTD indicator lights, see the appendix
at the end of this guide.

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.
NEVER PLUG 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 are
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 BigPond Velocity®Home
Network 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:
• adamp(notwet)cloth
• ananti-staticwipe
• smallvolumesofpressurisedair(availablefromelectronicstores).
NEVER clean your equipment and devices with:
• householdpolish
• liquidoraerosol-basedcleaners
• adryclothasthismaycauseastaticshock.
MOVING HOME
If you’re moving house you must leave the NBN equipment behind.
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 call 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 13 POND (13 7663) 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.
REMINDERS REMINDERS
1615

18
APPENDIX
BIGPOND VELOCITY® HOME NETWORK GATEWAY INDICATOR LIGHTS LIGHT INDICATOR MEANING ACTION
PHONE
CHANNEL
ACTIVE
Off Phone account is not
activated
If you don’t have Digital Voice Service
on the NBN, both channels will not be
activated. No action required. If you
have Digital Voice Service on the NBN,
channel 2 will not be activated. If your
phone is connected to a phone port
and no light shows, check your wiring
connections. If the phone is still not
working, re-boot your equipment
(see Troubleshooting Tips).
Steady green Phone account is activated
but not in use – only applies
to Voice 1 phone port if you
have Digital Voice Service on
the NBN
N/A
Flashing
green
Phone line is in use – only
applies to Voice 1 phone
port if you have Digital Voice
Service on the NBN
N/A
USB Steady green When USB device is plugged in N/A
Flashing
green
Data is transmitting N/A
No light No USB device is
plugged in
If a USB device is plugged in, remove
and reconnect the device. If this still
doesn’t work, try to re-boot your
equipment (see Troubleshooting Tips).
NET Steady green WAN port is connected
successfully to the NBN NTD
N/A
Flashing
green
Data is transmitting N/A
No light Not connected to NBN NTD Check that the cable between the
BigPond Velocity Home Network
Gateway’s WAN port and the NBN
NTD UNI-D port is connected. Once
connected, if it still doesn’t work
try to re-boot your equipment
(see Troubleshooting Tips).
INTERNET Solid green Connected to the Internet N/A
Solid red WAN port is connected but
no Internet connection has
been detected
Check NTD and NBN connections
(see Troubleshooting Tips).
Flashing red WPS is active This will flash red when the BigPond
Velocity Home Network Gateway’s
WPS is activated and it is searching
for a Wi-Fi pairing.
No light Not connected to NBN NTD Check NBN NTD and NBN connections
(see Troubleshooting Tips).
LIGHT INDICATOR MEANING ACTION
POWER Steady
green
Power is on N/A
Off No power Check your mains power supply is still active. If power
is not available we recommend that you turn off
your BigPond Velocity Home Network 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:
• theBigPondVelocityHomeNetworkGatewaypower
adaptor is plugged in directly to a power point and
turned on.
• thepoweradaptorissecurelyconnectedtothe
BigPond Velocity Home Network Gateway.
• thepowerswitchontheBigPondVelocityHome
Network Gateway is turned on.
• Ifthisstilldoesn’twork,re-bootyourequipment
(see Troubleshooting Tips).
ETHERNET
Steady
green
Ethernet is
connected
N/A
Flashing
green
When in use N/A
No light No ethernet
connections
are in use
If an ethernet connection is in place and the device is
in use, check:
• thecableisconnected.
• thedeviceisoperational.
If the ethernet device still doesn’t work, re-boot your
equipment (see Troubleshooting Tips).
WIRELESS
(Wi-Fi)
Steady
green
Wi-Fi is on N/A
Flashing
green
Data is
transmitting
N/A
No light No Wi-Fi
devices are
connected
If Wi-Fi devices should be connected, try to reconnect
using device instructions. If still not working, re-boot
your equipment (see Troubleshooting Tips).
The BigPond Velocity Home Network 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.
17

20
NBN NETWORK TERMINATION DEVICE INDICATOR LIGHTS
LIGHT INDICATOR MEANING ACTION
POWER Off This means there is no
power to your NBN NTD
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 Troubleshooting Tips)
doesn’t fix the problem, contact
Telstra Support.
Solid red Your NBN PSU is
operating on backup
battery power
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.
Solid green Your power supply is
working normally
N/A
Flashing
Green
Your NBN NTD is
starting up
N/A
OPTICAL Off Your NBN NTD has been
disabled externally
If a re-boot (see Troubleshooting Tips)
doesn’t fix the problem, contact
Telstra Support.
Solid red Your NTD has lost
connection with the
fibre network
If a re-boot (see Troubleshooting Tips)
doesn’t fix the problem, contact
Telstra Support.
Solid green Your NTD is connected
and working properly
N/A
Flashing
green
This is normal and
simply means there is
activity on the network
N/A
ALARM Off Your NTD is working but
you have no devices
connected
N/A
LIGHT INDICATOR MEANING ACTION
Solid red Your NBN NTD has
a fault and is not working normally
If a re-boot (see
Troubleshooting Tips) doesn’t
fix the problem, contact
Telstra Support.
Solid green Your NTD is working normally and
is connected
N/A
UNI D1-TO
UNI D4
Off There are no active ethernet
devices connected to this port at
this time. Either:
• noportsareinuse,or
• alldevicesconnectedtothese
ports are off
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.
Solid yellow 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).
N/A
Flashing
yellow
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).
N/A
Solid green There is an active device
detected on the network capable
of operating at up to 100 megabits
per second
N/A
Flashing
green
There is data activity of up to 100
megabits per second detected on
the network
N/A
UNI V 1-2 Off Expected state for
Telstra services
N/A
UPDATE Off Normal status N/A
Solid red NBN NTD software download
failure
Contact Telstra Support.
Flashing
green
NBN NTD software is downloading
– OK
Wait for the download to be
completed, then check your
service again.
19

TELSTRA’S ONGOING SUPPORT
HELP
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. BigPond Velocity®24/7 Technical Support Desk on 1800 TFIBRE (1800 834 273)
2. BigPond Billing and Sales enquiries call 13 POND (13 7663)
3. For help connecting additional devices, connecting your home,
or fixing your PC, call Telstra Plus 13 PLUS (13 7587)
(Costs apply for these extended services and quotes are available
for both in-home and remote assistance).
CLICK ON OUR ONLINE SUPPORT SERVICES 24/7
Email a consultant: via BigPond.com Help> Contact us
telstra.com.au/help
Facebook: facebook.com/Telstra
Twitter: @BigPondTeam
VISIT A TELSTRA STORE
Come in to one of our national network of Telstra stores and Partners.
Find your local store easily on: store-locator.telstra.com.au
telstra.com and BigPond.com has available:
• OnlineFAQ’s • CrowdSupport™
• Usagemeter • OnlinechatwithaBigPondconsultant
22

CALL 1800 TFIBRE
(1800 834 273)
telstra.com/help
VISIT A TELSTRA STORE
NBN0142
TM and ® are trade marks and registered trade marks of Telstra Corporation Limited,
ABN 33 051 775 556. Facebook® is a registered trade mark of Facebook, Inc. Twitter
is a trade mark of Twitter, Inc and is used under licence.
The NBN Co logo, NBN Co and NBN are trademarks of NBN Co Limited and are used
under Licence from NBN Co Limited.