AT HOME WITH THE NBN. Everything you need to know about looking after and using your new Telstra services on the NBN.

Transcription

1 visit a telstra store 1800 TFIBRE ( ) telstra.com.au/unlockamazing AT HOME WITH THE NBN Everything you need to know about looking after and using your new Telstra services on the NBN. 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 C023 APR14 XXXXXXXX

2 GET TO KNOW YOUR NBN GEAR Now your home s connected to the NBN, you re all set to unlock amazing with your new Telstra services. Of course, you may still want some help to make the most of your new equipment, look after it, and solve any problems that come up. That s what this guide is for. Fibre to home NBN equipment 02 Fixed wireless NBN equipment 08 Troubleshooting your NBN connection 12 Your T-Gateway 14 Connecting your other gadgets 16 Making calls on the NBN 17 Six tips for a happy NBN home 20 Need help? 21 STOCK RF

3 SYSTEM STATUS BATTERY POWER REPLACE BATTERY ALARM SILENCE ALARM SILENCE BATTERY EMERGENCY USE FIBRE TO HOME NBN EQUIPMENT Now that you re on the NBN, let s get to know your NBN Co equipment. STOCK RF 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. NBN Utility Box Power Supply Unit (206 x 180mm) You may have also had a Power Supply Unit (PSU) installed. These devices work together to bring the NBN into your home. NBN Connection Box (233mm x 195mm) The NBN connection box The NBN Connection Box has a number of ports on its 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 Telstra Voice Standard service, it needs to be connected to UNI-V port 1 to work. UNI-V UNI-D 1 2 RESET POWER Outside your premises Inside your premises UNI-V ports Connects your Telstra Voice Standard service UNI-D ports Connects to your T-Gateway Power Connects to the NBN PSU 02 03

4 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. 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 ( ). Solid red Flashing green The NBN PSU is operating on backup battery power. The power supply is working normally. The NBN Connection Box is starting up. There is likely to be a mains power failure. Check your mains power supply. 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 Flashing green The NBN Connection Box has lost connection with the fibre network. The NBN Connection Box is connected and working properly. This is normal and simply means there is activity on the network. If a re-boot (see page 12) doesn t fix the problem, contact Telstra Support on 1800 TFIBRE. 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. If a re-boot (see page 12) doesn t fix the problem, contact Telstra Support on 1800 TFIBRE. STOCK RF The NBN Connection Box is working normally and is connected

5 Light Indicator Meaning Action UNI-D1 to UNI-D4 Off Solid yellow Flashing yellow Flashing green 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. 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). 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). There is an active device detected on the network capable of operating at up to 100 megabits per second. 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. Flashing green One or more telephones are off the hook (being used). One or more telephones have been off the hook for more than 1 hour. Update Off Normal status. Solid red Flashing green NBN Connection Box software download failure. NBN Connection Box software is downloading OK. 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 ( ). 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. Contact Telstra Support on 1800 TFIBRE. Wait for the download to be completed, then check your service again. TELSTRA RF The NBN Power Supply Unit (PSU) 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 a standard corded phone that connects via one of the voice (UNI-V) ports on the NBN Connection Box. Any devices that connect to the data (UNI-D) ports will stop working during a power cut, unless they have their own independent battery backup. For more details, check the NBN PSU instructions in the NBN Equipment User Guide your NBN Installer left for you. Cause Alarm sound Action required Power Failure Loss of mains power supply Replace Battery Battery self-test fails Low Battery Less than 50% remaining Audible Alarm On Alarm function is enabled Audible Alarm Off Alarm function is disabled Beeps once. PSU Warnings Beeps once every 15 minutes. Beeps four times every minute. Beeps twice when enabled. Beeps once when disabled. The NBN PSU 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. Take action to restore power to the NBN PSU. Replace the backup battery. Take action to restore the power to the NBN PSU

6 FIXED WIRELESS NBN EQUIPMENT Now that you re on the NBN, let s get to know your NBN Co 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. Outdoor Antenna (450 x 450mm) These devices work together to bring an NBN connection into your home. NBN Connection Box (220 x 127mm) The Outdoor Antenna The 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. The NBN connection box The NBN Connection Box has a number of ports on its 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). Wall Outlet UNI-D Power Outside your premise Inside your premise Outdoor Antenna connection point Connects to the Outdoor Antenna. Don t disconnect this cable from this port UNI-D Ports Connects to your T-Gateway Power Connects to the NBN PSU 08 09

7 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. Light Indicator Meaning Action Power Power on Off No power Check the NBN Connection Box is plugged in and switched on. Status Flashing green Normal operation 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. Flashing orange Device is in test mode Device is starting up and initialising Solid red There is a system fault Contact Telstra Support on 1800 TFIBRE. Outdoor Unit Flashing green Online 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 High signal strength STOCK RF 10

8 TROUBLESHOOTING YOUR NBN CONNECTION 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 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 PSU 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: 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 your T-Gateway s WAN indicator light is off, you ll need to 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. Power Optical Alarm Update Solid or flashing green Off Off 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 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 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: the source or download type may be limiting your download speed your Wi-Fi connection may be noticeably slower than connecting via ethernet cable. 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 Still need help? Contact Telstra Support on 1800 TFIBRE ( ). STOCK RF 12 13

9 YOUR T-GATEWAY Light Description Action Light Description Action Ethernet LED : ethernet connection detected, no activity. Flashing green: ethernet connectivity detected and network traffic is ongoing. Off: no ethernet connection detected. Wireless LED : a wireless device is paired, no activity. Flashing green: a wireless device is paired and network traffic is ongoing. Off: no device is paired. Voice LED : VoIP service is registered and no traffic running. Flashing green: VoIP service is registered and traffic is running. Off: no service is registered. Your T-Gateway has lights that show the status of your connection. 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. 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 12). If Wi-Fi devices should be connected, try to reconnect using device instructions. If still not working, re-boot your equipment (see page 12). 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 12). WAN LED : 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. Internet LED : internet connected, no activity. Flashing green: internet connected and activity is ongoing. Solid red: internet connection failed. Off: No internet is connected. DECT LED : DECT is paired and ready for use. Flashing orange: DECT is in pairing mode and is registering. Off: DECT is not paired. WPS LED : WPS setup successful. Slow flashing orange: WPS setup in process. Fast flashing red: WPS error. Off: idle. Status/Eco Power LED : 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 the NBN Connection Box and NBN connections (see page 10). Check the NBN Connection Box and NBN connections (see page 10). If this LED is not on, using your device instructions, re-register any compatible T-Hub 2 handsets or tablets. Assists with diagnosing the status of any WPS registration attempts. 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 pointand 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 12)

10 CONNECTING YOUR OTHER GADGETS MAKING CALLS ON THE NBN 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. 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. If the devices you want to use are in another room, we offer a Powerline Extender. To learn more about home connectiviy visit telstra.com.au/getwifi USB devices Your 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). Wi-Fi signal strength can vary based on your gateway place and home layout/construction. If you encounter Wi-Fi blackspots in and around your home, pick up one our Wi-Fi Range Extenders. To learn more about home connectiviy visit telstra.com.au/getwifi Telstra bundles and T-Broadband If you ve taken up a Telstra Bundle or Telstra Broadband service, it will include Telstra Voice Advanced for making calls and receiving voice calls on the NBN via your T-Gateway. 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 Telstra Voice Standard service (with battery back-up) with your Bundle as the primary fixed voice service. If you re in the Fixed Wireless area and eligible for Priority Assistance, or need an always on phone service, you will keep your copper landline. Fixed wireless T-Broadband service The Telstra Broadband service also comes with a Pay As You Go (PAYG) Telstra 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 Telstra 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 Telstra 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 are in an NBN Fibre service area and want a voice-only phone service, we will provide you with our Telstra Voice Standard service which includes battery backup from the PSU. 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 service If you ve chosen a Telstra 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 Telstra Voice app. Your Telstra Broadband plan or Bundle includes a Telstra Voice Advanced phone service with its own number. The Telstra Voice app won t work with your old copper landline; it will only work via the Telstra Voice Advanced service over the NBN. So before you use Telstra Voice app, make sure you understand the costs associated with it particularly if you have a Telstra 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 Telstra 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

11 TELSTRA RF Fixed Voice Calling Features Your 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. You can also manage Call Waiting and Call Forward from My Account on telstra.com Call Waiting Call Waiting is automatically included and activated as part of your new Telstra Voice service on the NBN. Answer an incoming call Recall 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 # Dial tone 2 4 Phone number Turn off Call Forward Busy 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 # Dial tone 6 1 Phone number 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 60 seconds) #. Dial tone # 2 4 # Visit telstra.com.au/unlockamazing for more information. MessageBank The easy way to catch calls when you re out (or already on the phone), MessageBank is included and activated with your Telstra Voice service. Turn on MessageBank Dial tone 9 9 # Announcement Turn off MessageBank Dial tone # 9 9 # Announcement Change the time in seconds delay before calls are sent to MessageBank Dial tone 9 9, enter time in seconds (5 60 seconds) #. To access MessageBank (from the phone it s connected to) Dial tone Follow prompts 18 19

12 SIX TIPS FOR A HAPPY NBN HOME NEED HELP? 01. Take care of your gear 04. Need to clean? More info Ask the crowd 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. 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. 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 support For help with your NBN connection, equipment or services call Telstra Technical Support on 1800 TFIBRE ( ). 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. Whatever 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. 03. Look out for interference Some 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. STOCK RF PHOTOSHOP REQD 20