When logging a support ticket please provide the following information with as much detail as possible to help us diagnose and fix the problem as quickly as possible.
- The make and model of the router you are using.
- The interface (speed, mtu, duplex) of the router’s WAN interface.
- Any ping tests or traceroute results you can provide from the router.
- The make and model of the VDSL modem (if applicable) including Line statistics from the VDSL module: attenuation/SNR/Noise Margin/CRC error counts.
- How are the other devices connected to the router via Ethernet or WiFi?
If there are speed issues:
- Please provide at least 3 x test results from different speedtest servers. * Also must be included with the results is the CPU and memory % usage of the device doing the speed test at the time of the speed test.
- The (speed, mtu, duplex) of the laptop/computer being used in this test and how is it connected to the router i.e via WiFi or Ethernet.
- Does the router have QoS enabled and how is this configured?
- Please provide the throughput of the PPPoE interface while under load (speedtest) which should match that of the speed test being performed. This will indicate the actual throughput of the service if the testing computer has the resources and connectivity to place a full load on the service.
* While doing a speed test please also monitor the CPU and memory % usage of the testing device. If your equipment is near or at 100% capacity in memory or CPU usage at any time during the test you will not be able to do an accurate speed test. This should be an indication that the testing computer is the cause of the speed issues on the network and not the internet connection itself.
If you are experiencing a loss of service or dropouts please also follow and submit additionally the information required within this link as well – Troubleshooting Broadband Service Dropouts
Service speed issues, where the bandwidth profile on the service is expressed as a range, the range shows the maximum PIR which may be achieved at the Network Boundary for the relevant bandwidth profile. The PIR can fall anywhere in the range for the relevant bandwidth profile in respect of a particular AVC used to serve a premises (they are not minimum-maximum PIR ranges). Note: NBN’s reference above to PIR equates to Service line rate speed.
For FTTB/N/C services, NBN will only provide slow throughput assurance support for an End User’s Service line rate speed that is below the bottom of the range i.e. experiencing less than 25Mbps downstream on a 25-50/5-20Mbps profile.
Nehos is responsible for correcting faults that are present in Our Network and equipment, but not for any fault which is caused by Your equipment, but will, where possible, advise You of that fault and its probable cause and location if the details requested in this wiki (and the dropouts wiki if relevant) have been provided in detail.
If you are unable to provide us the detailed information requested above, any tickets submitted for support will not be able to be forwarded to level two support to determine the source of the fault and ticket will be marked as a fault within your own equipment.
By submitting a request for support you are also accepting any incorrect call out or support charges. If a fault is found to be within the Nehos or line carrier’s network then no charges will be applied.
When requesting support please check that your own equipment is not at fault before proceeding with support. Nehos reserves the right to charge as per the Nehos Support Agreement to customers requesting support if sufficient steps are not taken to diagnose or troubleshoot your own equipment.