Welcome!

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Connecting to your Activa Fibre service

When your Activa Fibre service has been activated we will send you an Activation Email, which provides you with all of the specific information about your service that you need to access and use the service correctly.

The information provided in the email will include:

• Confirmation of the key details of the service including the Customer and Site the Activa Fibre service has been delivered to
• Information to uniquely identify your service when accessing our systems, including our Partner Portal.
• Details of your specific Activa Fibre service characteristics, including the upload and download speed and service class or type.
• Details of the physical interface to connect to and of the Network Termination Device (NTD) that has been installed.
• Layer 3 IP addressing including any IPv4 and IPv6 addresses assigned to the service,
• Layer 3 IP routing information including the type of routing (typically static) and the default gateway to use.

On this page we provide step-by-step instructions to help you to get started with your new Activa Fibre service.

How to connect

Physical connection

Your Activa Fibre service includes some physical equipment called a Network Termination Device (NTD) that is provided as part of the services and is controlled, managed and monitored by Activa Communications or our carriage supplier.

The NTD provides a physical port that you can connect to using suitable cabling and equipment. You can find more information about the NTD device that has been installed and how to connect to it in the article Activa Fibre NTU.

Authentication

Your Activa Fibre service does not require any username or password to be entered, or other forms of authentication. The service is only accessible from where it has been terminated without your premises. Instead, you only need to configure your equipment with the correct layer 3 IP addressing and routing information and you will be able to connect to the public Internet.

DNS Servers

Suggested DNS servers to use with the service are provided in the Activation Email of your Activa Fibre service, but it is not a requirement that you use those DNS servers. You are free to use any suitable DNS name resolution service that you prefer. You may wish to explore the benefits of our own SentryNet Transparent Security services which upgrade Internet connectivity with DNS-based threat and content filtering technology.

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Configuration Guide

Technical Service Description

Your new Activa Fibre service provides high-speed symmetrical Internet access, and is delivered using the Telstra Wholesale carrier network. For a detailed product description of your new Activa Fibre service please refer to the article Activa Fibre Service Description.

Network Termination Device Information

Information about the Network Termination Device (NTD) that is provided as part of the service can be found in the article Activa Fibre NTU. Specific articles about the alternative NTD models that are used can be found in the same article.

Failover Testing

It is important to consider failover testing when setting up your Activa Fibre link, and we recommend that all failover configurations be tested before customers are setup to use the service in production. Our article on this topic can be found at Failover Testing for Connectivity Services.

Traffic Shaping

All symmetrical services, including Activa Fibre, should be used with traffic shaping applied. Traffic shaping is simply the characteristic of the configuration of the equipment that you use with the service which ensures that the requested throughput is less that the theoretical maximum throughput of the service, to allow for the small overheads involved with processing traffic.

We have published an article that explains the way that traffic shaping should be applied – Shaping for Symmetrical Services.

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Troubleshooting

We understand that issues can arise when connecting to a new Activa Fibre service for the first time. To assist with your first connection to the service, we have compiled a list of the basic troubleshooting steps we would recommend you follow before contacting our helpdesk to open a ticket.

• Verify that the CPE You are using is compatible with the technology
• Verify that the settings you have input are correct
• Power cycle your CPE
• Replace the network cable
• Perform an isolation test if possible

Refer to the following articles in our Knowledge Base for further information (note that you will need to be a registered user of our Help Centre to access the articles).

• Activa Fibre (Telstra Ethernet Access) troubleshooting

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Contacting our helpdesk for support

When an issue cannot be resolved after following the troubleshooting processes above the next step is to open a ticket with our Help Desk so that we can assist you.

Tickets can be opened using the following methods:

• Login to our Help Centre to log or access tickets directly.
• Email us at helpdesk@activacomms.au.

When opening a ticket with our Help Desk you should ensure that:

1. You have the service or configuration identification number (accessible from the activation email, our Partner Portal or our Billing Portal).
2. You have completed the troubleshooting steps detailed above.

During business hours you can access our Help Desk using any of the options below:

• Use our Help Centre to log or access tickets directly.
• Email us at helpdesk@activacomms.au.
• Call us on 1300 554 116 (select option 2).

Our helpdesk is available 24/7, with defined escalation pathways to ensure you always receive the assistance you need. Outside of business hours, you should call 1300 554 116 and select option 2. Your call may be directed to a messaging service who will forward your matter to the technician on duty.

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Further Resources

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