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Performing an Isolation test on an nbn™ service

This article will explain how to:

  • Perform an isolation test on an nbn™ service
  • Provide the results of the testing to us as part of the nbn™ fault process

Why is it important to run an isolation test?

An isolation test is an important part of the testing steps that are undertaken to assist in determining where the cause of a fault of quality of service issue may lie. This test is known as a "bread & butter" test as once performed it gives a definitive direction of what is causing the fault, whether that is slow speeds, drop outs or no connectivity on your nbn™ service.

 

Performing an isolation test on an nbn™ service

FTTP, HFC & FTTC nbn™ technology types

If the nbn™ technology type is FTTP, HFC or FTTC please follow the below steps to run an isolation test on your nbn™ service.

  1. Firstly you will need to power cycle your nbn™ Equipment. To do this remove the power cable from the power socket of your NTD/NCD for 1 minute then plug back in. you should see all 4 lights are on.
  2. You will now need to unplug your router from the nbn™ and leave it unplugged for 10 minutes.
  3. Once the 10 minutes has passed, plug your laptop or desktop into your nbn™ device using an Ethernet cable, you have a connection established to your PC only once you plug the Ethernet cable from your PC into your nbn™ device
  4. Double check that there are no programs or application that may be using the internet as this will cause your testing result to be inaccurate. You can check this through Task Manager
  5. Once you have confirmed that there are no programs on your PC using the internet, open a Google Chrome browser and type www.speedtest.net in to the URL bar on your browser. This is the tool that will test the internet speed to your property
  6. Once the speed test website has loaded choose the "local" server, this will ideally be a Telstra server
  7. Hit "GO" and the test will run, you will now need to wait for the results to show once the test is fully complete
  8. Once the test is complete, if you find the speed does not match your plan speed, or is severely lower than plan speed, copy the "Result ID" at the top of the page and send through to us to lodge with your fault

FTTN & FTTB nbn™ technology types

  1. Firstly you will need to power cycle your Modem Router, To do this remove the power cable from the power socket on the back of your Modem Router
  2. Leave unplugged for 10 minutes this to allow your session to fully reset
  3. Once the 10 minutes has passed, plug the power cable back in and let your Modem Router fully start up. This should take 1-2 minutes
  4. Once your Modem router is fully running, plug an Ethernet cable from your Laptop or Desktop directly into a LAN port on your Modem Router
  5. Double check that there are no programs or application that may be using the internet as this will cause your testing result to be inaccurate. You can check this through Task Manager
  6. Once you have confirmed that there are no programs on your PC using the internet, open a Google Chrome browser and type www.speedtest.net in to the URL bar on your browser. This is the tool that will test the internet speed to your property
  7. Once the speed test website has loaded choose the "local" server, this will ideally be a Telstra server
  8. Hit "GO" and the test will run, you will now need to wait for the results to show once the test is fully complete
  9. Once the test is complete if you find the speed does not match your plan speed, or is severely lower than plan speed, copy the "Result ID" at the top of the page and send through to us to lodge with your fault

Next Steps:

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