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C023 JUL13

USING YOUR TELSTRA SERVICES ON THE NBN

CALL 1800 TFIBRE (1800 834 273) VISIT A TELSTRA STOREtelstra.com.au/unlockamazing

GET TO KNOW YOUR NBN SERVICES

DLNA Certified is a trademark of Digital Living Network Alliance. The NBN Co logo, NBN Co and NBN are trademarks of NBN Co Limited and are used under Licence from NBN Co Limited. The spectrum device is a trade mark of Telstra Corporation Limited. ™ and ® are trade marks and registered trade marks of Telstra Corporation Limited, ABN 33 051 775 556.

FIBRE TO HOME NBN EQUIPMENT 02

FIXED WIRELESS NBN EQUIPMENT 08

TROUBLESHOOTING YOUR NBN CONNECTION 12

YOUR T-GATEWAYTM 14

CONNECTING YOUR OTHER GADGETS 16

MAKING CALLS ON THE NBN 17

SIX TIPS FOR A HAPPY NBN HOME 20

HELP IS AT HAND 21

A HELPING HAND IS HERE

Now that you’ve connected your home to the NBN, you’re all set to unlock amazing with your new Telstra services.

Along the way, you may need some help or assistance to make the most of your equipment, keep it in working order, and quickly solve any problems that come up. This guide will help you do just that, so you can always make the most of your Telstra services on the NBN.

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If you have a fibre to home connection, by now NBN Co will have installed an NBN Connection Box, Fibre Wall Outlet and NBN Utility Box at your place.

You may have also had a Power Supply Unit (PSU) installed if you requested this extra option. These devices work together to bring the NBN into your home.

FIBRE TO HOME NBN EQUIPMENT

NOW YOUR NBN CONNECTION IS SET UP, LET’S GET TO KNOW YOUR NBN CO EQUIPMENT.

SYSTEMSTATUS

BATTERYPOWER

REPLACEBATTERY

ALARMSILENCE

ALARMSILENCE

BATTERYEMERGENCY

USE

Power Supply Unit(206 x 180mm)

NBN Connection Box(180 x 125mm)

NBN Utility Box

Outside your premises Inside your premises

Fibre Wall Outlet

POWERRESET

UNI-D

UNI-V

11 22 3 4

UNI-V PORTSConnects your T-Voice Standard service

UNI-D PORTSConnects to your T-Gateway

POWERConnects to the NBN PSU

THE NBN CONNECTION BOXThe NBN Connection Box has a number of ports on it’s underside, which can be used to connect devices to the NBN.

You’ll only use one of the UNI-D ports to connect your home to Telstra on the NBN using your T-Gateway®. This port will be allocated for you by your Telstra technician during installation, or noted in your Self Installation Kit.

If you have a T-Voice® Standard service, it needs to be connected to UNI-V port 1 to work. Please note, if you don’t have a PSU, the NBN Connection Box must be plugged directly into a mains power outlet (don’t use an extension cord, double adaptor or power board).

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LIGHT INDICATOR MEANING ACTION

Power Off This means there is no power to the NBN Connection Box.

Check the NBN Power Supply Unit (PSU) is plugged in, switched on and connected to the NBN Connection Box. If there is still no power light, and if a re-boot (see page 12) doesn’t fix the problem, contact Telstra Support on 1800 TFIBRE (1800 834 273).

Solid red The NBN PSU is operating on backup battery power.

There is likely to be a mains power failure. Check your mains power supply.

Solid green The power supply is working normally.

Flashing green The NBN Connection Box is starting up.

Optical Off The NBN Connection Box has been disabled externally.

If a re-boot (see page 12) doesn’t fix the problem, contact Telstra Support on 1800 TFIBRE.

Solid red The NBN Connection Box has lost connection with the fibre network.


Solid green The NBN Connection Box is connected and working properly.

Flashing green This is normal and simply means there is activity on the network.

Alarm Off The NBN Connection Box is working but you have no devices connected.

Solid red The NBN Connection Box has a fault and is not working normally.


Solid green The NBN Connection Box is working normally and is connected.

WHAT’S THE NBN CONNECTION BOX TELLING YOU?The NBN Connection Box has a number of lights that allow you to check the status of your connection. You can access these lights by lifting up the cover of the NBN Connection Box.

Use the table on the following page to identify what the NBN Connection Box is doing, and see if any action is required.

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UNI-D1 toUNI-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 page 12). If a re-boot doesn’t fix the problem, contact Telstra Support on 1800 TFIBRE (1800 834 273).

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).

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)

Solid green There is an active device detected on the network capable of operating at up to 100 megabits per second.

Flashing green There is data activity of up to 100 megabits per second detected on the network.

UNI-V 1/2 Off You do not have an active phone service using this port at this time.

Solid green One or more telephones are off the hook (being used).

Flashing green One or more telephones have been off the hook for more than 1 hour.

Check if someone in your household is using the phone, and if not check to see if any of your handsets have been left off the hook by accident.

Update Off Normal status.

Solid red NBN Connection Box software download failure.

Contact Telstra Support on 1800 TFIBRE.

Flashing green NBN Connection Box software is downloading – OK.

Wait for the download to be completed, then check your service again.

CAUSE ALARM SOUND ACTION REQUIRED

Power FailureLoss of mains power supply

Beeps once Take action to restore power to the NBN PSU

Replace BatteryBattery self-test fails

Beeps once every 15 minutes Replace the backup battery

Low BatteryLess than 50% remaining

Beeps four times every minute Take action to restore the power to the NBN PSU

Audible Alarm OnAlarm function is enabled

Beeps twice when enabled

Audible Alarm OffAlarm function is disabled

Beeps once when disabled

THE NBN POWER SUPPLY UNIT (PSU)If you opted to have an NBN PSU installed, it must be plugged directly into a mains outlet without an extension cord, double adaptor or power board.

The NBN PSU includes a battery backup, so you’ll still have power for your phone service during a power cut. However it’s only for phone service that connect via one of the voice (UNI-V) ports on the NBN Connection Box. Anything that connects to the UNI-D data ports will stop working if the power goes off. For more details, check the NBN PSU instructions in the NBN Equipment User Guide your NBN Installer left for you.

PSU WARNINGSThe NBN Power Supply Unit has a number of warning alarms. You can turn them off (or on) using the Alarm silence button.

Just press and hold the button to temporarily silence or re-enable the alarm sounds for 24 hours or longer.

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THE OUTDOOR ANTENNAThe Outdoor Antenna has been put in a specific place to give you a good fixed wireless signal, so it’s important not to move it or have anything in front of it – even branches or shrubs.

If any external construction work has been carried out near to or in front of the Outdoor Antenna, you should contact Telstra about a system check to make sure the installation is still working properly.

Please don’t move or tamper with the cable connecting the NBN Connection Box to the Outdoor Antenna that was installed by your NBN Co installer.

FIXED WIRELESS NBN EQUIPMENT

If you have a fixed wireless connection, by now NBN Co will have installed an Outdoor Antenna, Wall Outlet and NBN Connection Box, and connected them all together. These devices work together to bring an NBN connection into your home.

NBN Connection Box(220 x 127mm)

Inside your premiseOutside your premise

Wall Outlet

Outdoor Antenna(450 x 450mm)

NOW YOUR NBN CONNECTION IS SET UP, LET’S GET TO KNOW THE NBN CO EQUIPMENT.

THE NBN CONNECTION BOXThe NBN Connection Box has a number of ports on it’s underside, which can be used to connect devices to the NBN.

You’ll only use one of the UNI-D ports to connect your home to Telstra on the NBN using your T-Gateway®. This port will be allocated for you by your Telstra technician during installation.

Please note, the NBN Connection Box must be plugged directly into a mains power outlet (don’t use an extension cord, double adaptor or power board).

UNI-D

1 2 3 4 Power

UNI-D PORTSConnects to your T-Gateway

OUTDOOR ANTENNA CONNECTION POINT

Connects to the Outdoor Antenna. Don’t disconnect

this cable from this port

POWERConnects to the NBN PSU

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Power Solid green Power On

Off No power Check the NBN Connection Box is plugged in and switched on.

Status Flashing green Normal Operation

Solid green Device is in test mode

Flashing orange Device is starting up and initialising

Solid red There is a system fault Contact Telstra Support on 1800 TFIBRE.

Outdoor Unit

Solid green Online

Flashing green Activity

Solid red Offline Contact Telstra Support on 1800 TFIBRE.

Solid red There is an error Contact Telstra Support on 1800 TFIBRE.

Signal Solid red Low signal strength (no fault)

Solid orange Medium signal strength

Solid green High signal strength

WHAT’S THE NBN CONNECTION BOX TELLING YOU?Your Fixed Wireless NBN Connection Box has a number of lights that allow you to check the status of your connection.

Use the table below to identify what the NBN Connection Box is doing, and see if any action is required.

If any services coming through the NBN Connection Box stop working, you should check:

If there’s power to your property and the NBN Connection Box.• If other appliances in your home have

power, make sure the NBN Connection Box is plugged into a power point and it’s all turned on

• The power light on the NBN Connection Box should be green, and not flashing.

• The Outdoor Unit light on the NBN Connection Box should be green (steady or blinking).

• The ‘STATUS’ light on the NBN Connection Box should be blinking green.

Watch the indicators for about a minute to make sure they’re not changing or resetting – then note down the colour and steady or blinking state of each one in case you need to call us.

The Outdoor Antenna• Look at the Outdoor Antenna to see

if it may have been damaged or moved out of alignment.

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If you’re having issues with your connection, try rebooting your equipment. That means shutting everything down, then turning it back on again: 01. Shut down any connected device,

including your T-Gateway. 02. Unplug the power cable at the back

of the NBN Connection Box. 03. Wait 5 seconds, then plug the power

cable back into the socket. 04. Wait for the LED indicator light to turn on.

If the power light on the NBN Connection Box is off or red, or all the lights on your T-Gateway are off, there may be a power supply problem. To check:• see if other devices in your home have

power. If they don’t, your power is probably off and you should turn off your T-Gateway, NBN Connection Box and other devices until the power comes back on

• if your other devices have power, make sure your T-Gateway’s power adaptor is plugged all the way in and securely connected. Check that the T-Gateway switch is turned on. You should also check that the NBN Power Supply Unit is plugged in, switched on and properly connected to the NBN Connection Box

• if you still can’t identify the problem, contact Telstra Support.

If your service seems slow, it could be caused by a few things: • your computer may not have enough

memory – try quitting programs you’re not using

• some older systems may not be able to work at your connection’s maximum speeds. See your user manual or system provider if you’re unsure

• the source or download type may be limiting your download speed

• your Wi-Fi connection may be noticeably slower than connecting via Ethernet cable.

POWER Solid green

OPTICAL Solid or flashing green

ALARM Off

UPDATE Off

TROUBLESHOOTING YOUR NBN CONNECTION

If any of your connected devices aren’t working start by checking that they’re properly plugged in and turned on, then: • ensure any cables to the T-Gateway are

properly connected

• check the Wireless light on your T-Gateway if there’s no light, there’s a problem with your Wi-Fi network

• ensure your Wi-Fi devices can connect to your Wi-Fi network (see the device’s instruction manual for instructions)

• if a large number of Wi-Fi devices are active on your T-Gateway at the same time, it may effect performance

• if you’re having problems with your Wi-Fi signal, try turning off the other electrical devices in your home one by one and see if your connection improves.

If your T-Gateway’s WAN indicator light is off, you’ll need check your NBN connection:• ensure the cable is securely attached to the

WAN port of the T-Gateway, and firmly plugged into the right UNI-D port of the NBN Connection Box

• if your service still isn’t working, check the indicator lights on the NBN Connection Box.

STILL NEED HELP? CONTACT TELSTRA SUPPORT ON 1800 TFIBRE (1800 834 273)

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By now, either your Telstra technician or you (if you completed a self installation) will have set up your T-Gateway and connected your devices to it. Your T-Gateway allows you to access your Telstra services using the NBN Co equipment installed in your home – all of your gadgets will connect to the NBN via your T-Gateway.

YOUR T-GATEWAY®

LIGHT DESCRIPTION ACTION

Ethernet LED Solid green: ethernet connection detected, no activity. Flashing green: ethernet connectivity detected and network traffic is ongoing.

Off: no ethernet connection detected.

If there is no LED and 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 page 10).

Wireless LED Solid green: a wireless device is paired, no activity. Flashing green: a wireless device is paired and network traffic is ongoing.

Off: no device is paired.

If Wi-Fi devices should be connected, try to reconnect using device instructions. If still not working, re-boot your equipment (see page 10).

Voice LED Solid green: VoIP service is registered and no traffic running. Flashing green: VoIP service is registered and traffic is running.

Off: no service is registered.

If your Internet LED is green, however the Voice LED is off, re-boot your equipment and wait 5 minutes for it to be remotely configured (see page 10).

LIGHT DESCRIPTION ACTION

WAN LED Solid green: WAN connection is connected and working. Slow flashing green: Trying to detect a network connection. Fast flashing green: Network connected and transferring traffic (fibre).

Off: No network connection established.

Check the NBN Connection Box and NBN connections (see page 10).

Internet LED Solid green: internet connected, no activity. Flashing green: internet connected and activity is ongoing.

Solid red: internet connection failed. Off: No internet is connected.

Check the NBN Connection Box and NBN connections (see page 10).

DECT LED Solid green: DECT is paired and ready for use. Flashing orange: DECT is in pairing mode and is registering.

Off: DECT is not paired.

If this LED is not on, using your device instructions, re-register any compatible T-Hub® 2 handsets or tablets

WPS LED Solid green: WPS setup successful. Slow flashing orange: WPS setup in process. Fast flashing red: WPS error. Off: idle.

Assists with diagnosing the status of any WPS registration attempts.

Status/Eco Power LED

Solid green: power on, all required services are up and running. Flashing red: device is booting up.

Solid red: one of the required services has failed.

Solid blue: device is in Eco mode (Wi-Fi disabled) and is operating normally.

Off: power off.

Check your mains power supply is still active. If power is not available we recommend that you turn off your T-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 T-Gateway power adaptor is

plugged in directly to a power point and turned on.

• the power adaptor is securely connected to the T-Gateway.

• the power switch on the T-Gateway is turned on.

• If this still doesn’t work, re-boot your equipment (see page 10).

YOUR T-GATEWAY HAS LIGHTS THAT SHOW THE STATUS OF YOUR CONNECTION.

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MAKING CALLS ON THE NBN

TELSTRA BUNDLES AND T-BROADBAND If you’ve taken up a Telstra NBN Bundle or T-Broadband service, it will include T-Voice Advanced for making calls. This service doesn’t have a battery backup, so you won’t be able to make any calls (including emergency numbers like ‘000’) if the power goes out.

If you’re a fibre to the home customer eligible for Priority Assistance, you will receive our T-Voice Standard service (with battery back-up) with your Bundle as the primary fixed voice service when you have a fibre to the home connection.

If you’re in the Fixed Wireless area and eligible for Priority Assistance, or need an ‘always on’ phone service, you will keep you copper landline.

FIXED WIRELESS T-BROADBAND SERVICEThe T-Broadband service also comes with a Pay As You Go (PAYG) T-Voice Advanced service that is included at no extra charge – you only pay if you use it. If you have kept your copper landline, the PAYG T-Voice service doesn’t replace it or your phone number, so you can keep using your current phone as you did before. Instead, you’ll have two voice services with separate numbers. This may affect your T-Hub® 2 and T-Voice app if you have them, as both will try to connect to the new NBN Voice service by default, which could mean higher call charges.

PHONE SERVICE If you want a voice-only phone service, we will provide our T-Voice Standard service – which includes battery backup from the Power Supply Unit. Please note voice only services are not available in Fixed Wireless areas.

CONNECTING A T-HUB 2 OR OTHER PHONE SYSTEM TO YOUR NBN FIXED WIRELESS SERVICEIf you’ve chosen a T-Broadband plan or Bundle, and are also continuing to use your copper landline – here’s what you need to know before connecting your T-Hub® 2 or T-Voice app.

• Your T-Broadband plan or Bundle includes a T-Voice Advanced phone service with its own number.

• The T-Voice app won’t work with your old copper landline; it will only work via the T-Voice Advanced service over the NBN. So before you use T-Voice app, make sure you understand the costs associated with it – particularly if you have a T-Broadband plan. Remember, too, that the people you call will see your NBN phone number not your regular phone number when you call.

• The default setup in products like T-Hub 2 will connect via the T-Voice Advanced service on the NBN, so you need to make sure your T-Hub 2 dock is connected to your old copper landline if that’s what you want to use. We’re happy to help you with this if you’re not sure.

CONNECTING YOUR OTHER GADGETS

ETHERNET DEVICES You can use Ethernet cables to connect your T-Gateway® to your desktop computer, TV and many other online devices. All you do is connect the appropriate Ethernet cable between your device and one of the LAN ports on your T-Gateway. If you want to add more than four Ethernet devices, you can connect an Ethernet switch (to gain eight extra ports, for example). Ethernet cables usually support faster data speeds than Wi-Fi.

USB DEVICESYour T-Gateway has a USB port on the side, and a high power USB port on the rear. You can use these ports to turn any USB hard drive into a network storage drive, and to share your USB printer between devices. The T-Gateway is also DLNA Certified® so you can use your home network to share digital photos, music, videos and more between your connected devices easily.

WI-FI DEVICES Almost all internet enabled devices now support Wi-Fi, giving you a convenient and flexible way to connect them. Your T-Gateway Wi-Fi supports the Wi-Fi Protected Setup protocol, so you can easily add devices that support WPS to your network. Simply press the WPS button on your T-Gateway to activate it.

In most other cases, you’ll be able to get your Wi-Fi device to search for available networks, then simply select your network’s name and enter its pass phrase. Your device’s user guide should tell you more.

The factory-set SSID and Wi-Fi security key for your T-Gateway are printed on the back of the unit and its Wireless Security Card (if supplied).

Some electrical appliances can interfere with your Wi-Fi signal, so if you’re having difficulties try turning any suspect appliances off one by one and see if things improve. We also recommend keeping your T-Gateway and Wi-Fi devices at least a metre away from other appliances.

HAVE A LAPTOP, MOBILE PHONE OR OTHER INTERNET ENABLED DEVICE YOU’D LIKE TO CONNECT TO THE NBN USING YOUR T-GATEWAY? HERE’S HOW TO DO IT.

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FIXED VOICE CALLING FEATURESYour new NBN-based phone service includes a range of Telstra Calling Features included at no extra charge, like Calling Number Display, Call Waiting, MessageBank, and Call Forwarding options. Here’s how to set up and use them on the NBN.

Call Waiting

Call Waiting is automatically included and activated with your as part of your new T-Voice service on the NBN.

Answer an incoming callRecall Dial Tone 2

To return to original call, the second call needs to hang up.

Turn on Call Waiting

Dial Tone 4 3 # Announcement

Turn off Call Waiting

Dial Tone # 4 3 # Announcement

Call Forward Immediate

Call Forward Immediate sends all your incoming calls directly to another number that you choose. (Relevant call charges apply to your forwarded calls.)

Turn on Call Forward Immediate

Dial Tone 2 1 Phone number #

Turn off Call Forward Immediate

Dial Tone # 2 1 #

Call Forward Busy

Call Forward Busy only redirects any incoming calls to a number you nominate if your line is busy. (Relevant call charges apply to your forwarded calls.)

Turn on Call Forward Busy


Turn off Call Forward Busy

Dial Tone # 2 4 #

Call Forward No Answer

Call Forward No Answer will redirect your incoming calls to another number that you choose if no-one answers your home phone. The default ‘no answer’ delay is 20 seconds or about seven rings. However, you can set the delay to anything from 5 to 55 seconds. (Relevant call charges apply to your forwarded calls.)

Turn on Call Forward No Answer


Turn off Call Forward No Answer

Dial Tone # 6 1 #

Change the ‘time in seconds’ delay before calls are forwarded

Dial Tone # 6 1 Phone number , enter time in seconds (5 – 55 seconds) # .

MessageBank

The easy way to catch calls when you’re out (or already on the phone), MessageBank is included and activated with your T-Voice service.

Turn off MessageBank

Dial Tone # 9 7 # Announcement .

Turn on MessageBank

Dial Tone 9 7 # Announcement .

Change the ‘time in seconds’ delay before calls are sent to MessageBank

Dial Tone 9 9 , enter time in seconds (5 – 55 seconds) # .

To access MessageBank (from the phone it’s connected to)

Dial Tone 1 0 1 Follow prompts

VISIT telstra.com.au/unlockamazing FOR MORE INFORMATION

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SIX TIPS FOR A HAPPY NBN HOME

01. TAKE CARE OF YOUR GEAR Your equipment, power adapters and cables all need to be looked after properly. The NBN boxes need adequate ventilation, access and light (for when you check them), without being exposed to high temperature, humidity, dust, dirt or moisture – or the risk of being bumped by passing people.

Keep all your cables out of harm’s way too. If you need to disconnect any of them, always switch off the power point and pull on the plug, not the flex.

You shouldn’t ever need to unplug any optical fibre cables.

02. BE AWARE OF THE WEATHER If there’s storms or high winds in the area, your NBN access may be affected. Remember that power outages can cause connection problems too. Don’t worry, it will be fixed as soon as possible. If you see the Outdoor Antenna or a cable has been hit or damaged by anything, contact Telstra Support for help.

03. LOOK OUT FOR INTERFERENCESome electrical and electronic appliances can interfere with your wireless signal, especially if they’re close to the NBN Connection Box or T-Gateway®. If you’re having problems, try moving or switching off any suspect appliances.

04. NEED TO CLEAN? You can safely clean your equipment with:• a damp (not wet) cloth• an anti-static wipe• small volumes of pressurised air

(as sold by electronics stores)

Don’t ever use household polishes, liquid or spray cleaners, or a dry cloth (it may cause a static shock).

05. IF YOU MOVE HOME When you move, you need to leave the NBN equipment behind. However you should take your T-Gateway with you.

06. RENOVATING OR REARRANGING YOUR PLACE? If you’re planning a renovation or need to move your NBN equipment or cables, it’s a good idea to contact us first. We can assess your plans and arrange for an NBN Co technician to visit your home and quote on/carry out the work you need.

HELP IS AT HAND

MORE INFO If you ever want to know more about your Telstra services on the NBN, you’ll find all kinds of info online at telstra.com/unlockamazing. Once there you can also log into My Account to manage your Telstra accounts, and order new fibre ready devices like T-Box® and T-Hub® 2.

TECHNICAL SUPPORTFor help with your NBN connection, equipment or services call Telstra Technical Support on 1800 TFIBRE (1800 834 273). We’re here 24/7.

When you call, we’ll want to protect your identity, security and account. So if other people in your household may need to make Technical or Billing enquiries, you’ll need to register them as Authorised Representatives. Just call 1800 TFIBRE and we’ll take care of it for you.

ASK THE CROWDWhatever you need to know, you can bet someone out there has the answer. Fortunately, finding and asking them is easy with Telstra Crowd Support. The Crowd is a community of helpful people always online to help. Just go to telstra.com.au/crowdsupport and ask away.

LEAVE IT TO TELSTRA PLUS If you’d rather leave technology to someone else, our locally-based IT experts at Telstra Plus can come to your rescue. You can choose between phone support or a home visit – and the service doesn’t stop with NBN issues either. Telstra Plus techs can set up, connect, secure and repair a huge range of network devices from PCs and printers to digital cameras and more.

Call 13 7587 or visit telstra.com.au/telstraplus for details.

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