What service tests are available in the Self-Care Portal?

We’ve just rolled out a bunch of handy tests for your nbn® service as part of our move to the ABB wholesale network.  If something is not quite right with your nbn® service, you can run a test, see what’s happening, and either fix it yourself, or let us know exactly what the problem is. It means you’ve got more control over your internet.

Loopback test

What it is: A loopback test sends tiny bits of data (packets!) back and forth over NBN Co's network to your nbn® connection box to make sure data is flowing through from the nbn® network to you! If you have a copper-based service like FTTN or FTTB, a loopback test will test up to your node (that weird pillar thing on the street)!

When to use it: It’s your go-to when you can’t connect to the internet or you’re dropping out regularly. If it fails, try powering off your nbn® box for 30 seconds, then do the same with your Wi-Fi router. If it still fails after that, report a fault and we’ll dig into it for you. 

NTD Status Test

For FTTP, HFC & FW connection types

What it is: This checks how healthy your nbn® connection box is. It spots drop outs, which we call ‘flaps’ if you’re on HFC, or tells you if your connection is offline.  For FW + FTTP connection types, NTD status test will tell you if your nbn® connection box is up and online, or down and offline.

When to use it: Run this if you’re noticing regular dropouts. If the test fails, or if you run it twice over 24 hours and the second test shows at least five more flaps than the first, that’s when you should report it to us. 

Port Reset

For FTTP, FTTC, FTTN/B connection types

What it is: A port reset tells your nbn® connection box or node to let your Wi-Fi router start fresh and try reconnecting from square-1.

When to use it: Use this one when your service isn’t syncing up properly or speeds are dragging. If the test comes back rejected and fails, or if you’ve already reset your Wi-Fi router, and things aren’t working after 10 minutes, let us know by creating a case in the portal.  

Uni-D Status

FTTP connections

What it is: This test checks that your Wi-Fi router is plugged into the right port of your nbn® connection box. There are four ports, but only one should be active for your More connection.

When to use it: Run this if you can’t connect to the internet at all. If you’ve tried two different Wi-Fi routers and neither one is showing a MAC address, that’s when you should report a fault to us.

NTD Reset

HFC, FTTP & FW connections

What it is: This forces your nbn® box to reboot

When to do it: If your NTD/NCD status test returns an error. Report a fault if your NTC/NCD status test returned an error, you reset your NTD, and are still experiencing issues after waiting 10 minutes.

Metallic line

FTTN connections

What it is: This test checks the electrical currents/voltage of your copper line. If it fails, don't panic, it can only be ran successfully when particular nbn® infrastructure is in place.

When to do it: Perform a metallic line test if you are experiencing persistent issues with your service.

Service Health

What it is: The service health test quickly checks the overall condition of your nbn® service.

It gives you a clear snapshot of three key areas: 

• Connectivity 
• Performance
• Stability

Once you’ve tested your service, these three areas can have four different outcomes:

• Green tick = No fault found
• Grey question mark = Unable to determine whether there is a fault
• Orange “warning” triangle = Potential fault identified
• Red cross = Definite fault, usually seen in instances where there is no connection. If you see the red cross, power cycle your Wi-Fi router. If you run the test again once your Wi-Fi router is back on and get the same result, you can log a support case via the Self-Care Portal.

When to do it:

You can run a Service Health Test whenever:

• Your service feels slow or unstable
• You’re experiencing dropouts
• Your connection is down
• You want to confirm whether an issue is inside your premises or within the wider nbn® network

How to log a support case

If you’ve completed these tests and something seems wrong, follow the steps here to create a technical support case.