Fibre - Support Information

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Fibre Broadband > Fibre - Support Information


Contents

Fibre Supplier and EU Responsibility

Accountability Type of fault Resolution
Supplier
  • Power Supply Unit (PSU)
  • Optical Network Terminal (ONT)
  • Drop cable down
  • Street network down
  • Backbone network
  • Switch components
Supplier will dispatch the required workforce to resolve these issues
End User
  • Battery backup failure
  • End user power outage
  • Street power outage
  • Internal wiring
  • Damage to NBN infrastructure (NTU, PSU, Drop cable...etc)
  • In premise gateway


MODEM and other Hardware for Fibre

Can I use my ADSL/Cable Router for Exetel's Fibre service?

You would be able to use these devices to the extent as an additional hub point to connect additional devices for the purpose of your own internal network. From the router, you can merely connect to the Ethernet.


What type of equipment (MODEM, Filters…etc) will I need to set up the Optic Fibre service?

As the ONT (Optical Network Terminal) provided by our supplier has an Ethernet Port to connect to the Internet, you do not require any equipment to be connected to the Internet directly. Use a Router that has both WAN and LAN ports if you are managing your own internal network, as the ADSL MODEM/ Router does not support this.

Optical Network Terminal (ONT)

An ONT is used to terminate the fibre optic cable to the End User’s (EU) premises. It serves two purposes; one is to terminate the Fibre signal and two is to give the EU a usable interface with the ONT in order to use the service. It works by taking the Fibre laser light signal and converting that back to Copper signals used inside the premises in case of the Internet, it will translate Fibre back to Ethernet.

Fibre faults follow the same process as our current ADSL faults. You must first validate the fault as being of the supplier network, you can do this depending on the type of fault, using the lights on the ONT or having the EU perform testing to demonstrate the fault.

The DATA light on the ONT should come on when a successful authentication attempt is done. Testing the other DATA ports will assist in verifying a faulty ONT port.


The ONT provided by NEC contains;

  • 4 10/100 Base –T Ethernet Ports
  • 2 POTS services for Voice
  • One Analog Video port for TV


Fibre9.gif


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  • Every ONT must have its own PSU
  • A BBU is a Battery Back Up that can optionally be installed during activation
  • The Customer will need to find their own Battery
  • Data port 1 is the general assumption for the service delivery point on the ONT


Power Supply Units (PSU)

The PSU provides a 240v to 12v regulated power supply and it comes with an empty battery backup compartment.


Fibre11.gif


Fibre12.gif Typical configuration of ONT and PSU install


  • It is always recommended to have a router Gateway between the ONT and PC/Devices
  • It should only be directly connected during testing as per troubleshooting
  • While the ONT has inputs and readings for other services (Telephone/TV etc) at this time DATA is our only requirement

Fiber Distribution Terminal (FDT)

FDTs are the black objects where the drops that go to individual houses are connected. FDT can go on a pole or underground depending on how your utilities are delivered. Most are 4-port terminals but they do come in different sizes.


AerialFDT.gif


Optical Splitters

Optical networking system needs signals to be coupled, splitted, distributed, this requires optical splitter to achieve. Fiber optic splitter is used to split a fiber optic beam into several beams at a certain splitting ratio. It is widely used in Optical communication system. Currently this is not essential to use the fibre service.


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Battery Backup Unit (BBU)

Purpose of this is to prepare a customer for a power outage as the Fibre will go off if power is out. The customer is responsible for buying the battery pack.


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I have more than two computers at home and need to share Internet simultaneously. Can I do this with a standard Fibre MODEM comes with the service?

The Optical Network Terminal (ONT) located within the property by default can have up to four Ethernet ports to use for connectivity. If you cannot connect all devices directly to the unit, you can connect a wireless/LAN router to the ONT to perform this task.


Ports/ IP Addresses

What ports have you blocked?

None.


What about Port 80 - is it blocked?

No, it is not blocked.


Can I get a static IP address?

Yes, you can.


How can I tell if my service can use DHCP instead of PPPoE?

The ONT at a customer location has nothing to do with DHCP. It is the gateway router on eXeTeL 's end that hands out Internet connections either DHCP or PPPoE.

You cannot make your connection work with DHCP just by changing your router's settings. Also, upgrading your router's firmware will not help. eXeTeL would need to update equipment on its end to allow DHCP.


PSTN Service

Can I still use my existing PSTN with the Residential Fibre plans?

It is physically possible to use the existing PSTN service continuously with Fibre as they are connected of different mediums. If both are available at your place of residence, it is possible for example to have Telephone on PSTN and Data on Fibre or vice versa.


Can I use Fibre services without a PSTN service (Naked Fibre service)?

If you are using Telstra infrastructure, you need a PSTN in order to validate qualification. If you are using NBN or Opticomm, you do not need a PSTN service.


My telephone has no dial tone and Internet does not work. What should I do?

Make sure the Telephone line is fully working as it is essential for proper functioning of the Fibre connection if you are using Telstra infrastructure. So that, contact the Telephone provider to check the land line.


How the changes made to the telephone line affect on the Fibre service?

For Telstra:

Optic Fibre connections will be lost due to ANY changes made to the telephone service. The method that Telstra actions on a telephony service is quite complex that generally make an Optic Fibre (Telstra) service inactive. With all Optic Fibre services there is coding on the telephone line that allows for a connection to be operational, if Telstra or your telephone provider makes any changes to a telephone line they would first "turn off" the phone service. Once a phone line is "turned off" the programming that allows for the Optic Fibre connection to operate is wiped out and un-restorable. The only way for eXeTeL to restore the service is lodge a new application through the supplier, if such cases occurs or happens contact eXeTeL and inform the Provisioning department. It important to understand that it is not eXeTeL responsibility or fault that such a case occurs but the owner of the telephone line or your telephone provider. Before any changes are made to your telephone line it would be best to contact our Provisioning department. Here are some examples that would cause the Optic Fibre service to drop:

  • Unpaid telephone bills
  • Change of account holder on the telephone line
  • Telephone line moved to another address, despite keeping the number this will not allow for the ADSL service to continue working
  • Change of telephone number
  • Change of Telephone carrier


For NBN and Opticomm

Unlike the Fibre service provided by Telstra, any changes made to the telephone would not affect the Opticomm or NBN Fibre service.

Speed Issues

How to run a speed test for Fibre?

The best way to obtain or test an Internet connection for speed problems is to connect a PC directly to the ONT via an Ethernet cable. If the ONT is connected to a wireless router this may cause the Internet to run slow as Ethernet has faster transferring rate.

Please visit Speed Tests page for specific instructions on Fibre Speed Tests.

The following information is required to be answered by support personnel; you can assist by doing the following check points and providing this information:


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Where can I test the speed of my Fibre Optic service?

Visit www.ozspeedtest.com or www.speedtest.net to test speed of your Fibre service.


Any congestion problems with eXeTeL Fibre services at points cooks?

This is not yet confirmed but if there is any "Slow Speeds" issue, try doing the below test by downloading the client software from www. filezilla-project.org You can do multi and single thread testing.


Host: vh1.web.exetel.com.au Username: ftpspeedtest Password: speed137test

Connection Issues

  • Ensure if there is a router present, it is connected correctly to the ONT. Then ensure it is configured with a PPPoE connection (The PPPoE connection needs to be configured via computer)
  • If the router fails to authenticate, this may be due to a programming issue with the supplier. However the computer is required to be first connected directly to the ONT to determine that there are no issues with the router.


Fibre13.gif

If the problem persists contact Exetel to get a case logged to the supplier.


  • No Sync
  • There is no such thing as a “No Sync” fault for Fibre, the fault would be “No Signal”.
  • The DATA light on the ONT should come on when a successful authentication attempt is done. Testing the other DATA ports will assist in verifying a faulty ONT port.
  • No Authentication
  • Ensure if there is a router present, it is connected correctly to the ONT. Then ensure it is configured with a PPPoE connection.
  • If the router fails to authenticate, you may have identified a programming issue but verify it, have the EU connect a cable directly to the computer from the ONT.


Service Restoration

What is the average service restoration time for a Fibre service?

Restoration time should be generally within five business days from when a fault is reported to eXeTeL.


How can I contact to report a fault and is there a cost for calling that number?

You could call the eXeTeL Support Team and they register your issue and will guide you through a series of troubleshooting steps to resolve the issue.


How long does it take for the restoration if my service goes down?

Once a service issue has been identified our aim is to rectify the issue within 24 hours upon being logged. Should physical work be required then this can take up to 5 working days depending on the extent of the problem.