When logging a support ticket for a non Nehos managed router please provided 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 routers WAN (PPPoE) 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 including one from Nehos own speedtest server. * Also must be included is the CPU and memory % usage of the device doing the speed test at the time of the speed test.
- 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.
- 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.
* 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 anytime 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.
Where the bandwidth profile is expressed as a range, the range shows the maximum PIR which may be achieved at the NBN 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 TC-4 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.
When requesting support please notify us if you accept any incorrect call out or support charges before submitting the support request to save time in fault finding and service restoration. If a fault is found to be within the Nehos or line carrier’s network then no charges will be applied. If this information is not provided to Nehos within the support request we will be asking for acceptance before proceeding with any line carrier’s testing which may involve chargeable support services such as a truck roll if no fault is found within the line carriers network.
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.
For more information please review the Nehos Broadband Service Terms