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OptiComm – Customer Connection & Basic Troubleshooting Guide

Use this guide when an OptiComm service has been activated through Aussie Broadband but the customer is not yet connected to the internet.

 1. Confirm the Service Is Active

Check the OptiComm service in the Aussie Broadband portal.

Before troubleshooting the customer's equipment:

  • Confirm the service is activated.
  • Check for any current outages.
  • If an outage is showing, resolve or wait for the outage before continuing troubleshooting.
2. Locate the OptiComm Box

Ask the customer to locate their OptiComm ONT/connection box.

The OptiComm box will normally have Ethernet ports labelled:

LAN1 | LAN2 | LAN3 | LAN4

The customer's internet service will be assigned to one of these LAN ports.

Do not assume LAN1 is the active port. A newly activated or churned service may be assigned to another port.

If the active port cannot be identified in the Aussie Broadband portal, confirm the assigned LAN port with Aussie Broadband support.

3. Connect the Router

The connection should be:

OptiComm ONT → Active LAN port → Router WAN/Internet port

Connect an Ethernet cable from the assigned LAN port on the OptiComm box to the customer's router WAN / Internet / EWAN port.

Important

Do not connect the OptiComm service to the router's:

  • DSL port
  • Phone port
  • Telephone wall socket

OptiComm uses an Ethernet WAN connection.

4. If the Router Is in Another Room

Some properties have internal data cabling or a communications cabinet.

The connection may be:

OptiComm ONT → Active LAN port → Patch panel → Wall data socket → Router WAN port

Make sure the correct room/data socket has been patched to the OptiComm service.

5. Router Settings

For most Aussie Broadband OptiComm services, configure the router WAN connection as:

Setting Configuration
Connection Type Dynamic IP / DHCP / IPoE
WAN Type Ethernet WAN
IP Address Obtain Automatically
Username Not required
Password Not required
VLAN Disabled unless specifically advised otherwise

After making changes, reboot the router.

6. If the Customer Is Still Not Connected

In the Aussie Broadband portal, check Service Tests.

Where available, run:

  • Check Connection
  • UNI-D / Port Status
  • Port Reset
  • Kick Connection

Then reboot the customer's router and test again.

7. If Still Offline

Confirm the following:

  • OptiComm service is active.
  • There is no outage.
  • Router is connected to the correct OptiComm LAN port.
  • Ethernet cable goes into the router's WAN/Internet port.
  • Router is using Dynamic IP/DHCP.
  • Internal patch cabling is connected correctly.
  • Ethernet/link lights are showing on the ONT and router.

If everything is correct but the service still does not connect, escalate to Aussie Broadband Support / OptiComm fault investigation.

Quick Reference

Correct:

OptiComm ONT → LAN1/2/3/4 → Ethernet → Router WAN → Wi-Fi/LAN devices

Incorrect:

OptiComm → Phone/DSL wall socket → Router DSL port

Suggested Customer Script

“Please locate the OptiComm box at the property. We need to make sure an Ethernet cable is connected from the active LAN port on the OptiComm box to the WAN or Internet port on your router. If your router is in another room, we may also need to check the internal data cabling or patch panel.”