Welcome!

Congratulations, and thank you for choosing Activa Communications as your supplier for your high-speed symmetrical Internet connectivity needs. We’re certain that the SecureNet Business service you have ordered will provide you with a fast and reliable Internet connection for years to come.

We’re delighted to be able to assist you and on this page we want to provide you with all of the information you need to get the most of your new SecureNet Business service.

Connecting to your SecureNet Business service

When your SecureNet Business 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 SecureNet Business service has been delivered to
Information to uniquely identify your service when accessing our systems, including our Partner Portal.
Details of your specific SecureNet Business 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 2 VLAN addressing assigned to the service.
Confirmation of the Data Centre that the service is terminated to. Note that a trunk port must have been arranged prior to the order being placed.

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

How to connect

Physical connection

Your SecureNet Business service may be delivered to you in one of several ways depending on the technology that is available to your site location. There may be 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, or it may be delivered as a socket where a suitable and compatible device is required to physically connect to the service.

As there are number of different technology types available, we have listed them along with the corresponding physical termination type in the table below.

Technology Type	Physical termination
Fibre to the Premises (FTTP)	Network Termination Device (NTD) with 4 ports
Fibre to the Basement (FTTB)	Socket (single)
Fibre to the Curb (FTTC)	Socket (single)
Fibre to the Node (FTTN)	Socket (single)
Fixed Wireless	Network Termination Device (NTD) with 4 ports
Hybrid Fibre Coaxial (HFC)	Network Termination Device (NTD) with 1 port

Your Activation Email will specify the technology type and physical termination used for your SecureNet Business service.

You can find more information about the NTD device and connection types that have been installed and how to connect to it in the following article: NBN FTTX – Connection Types.

Authentication

Your SecureNet Business 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 2 VLAN addressing scheme that you require, and you are free to employ whatever layer 3 IP addressing scheme you prefer.

Configuration Guide

Technical Service Description

Your new Activa Business service provides high-speed asymmetrical Internet access and is delivered using the National Broadband Network (NBN). For a detailed product description of your new SecureNet Business service please refer to the article SecureNet Business Service Description.

Network Termination Device Information

Where a Network Termination Device (NTD) is provided as part of the service, information can be found in the article: NBN FTTX – Connection Types.

Failover testing

It is important to consider failover testing when setting up your SecureNet Business service, 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.

Troubleshooting

We understand that issues can arise when connecting to a new Activa FastFibre 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).

SecureNet Business (NBN FTTX) troubleshooting

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:

You have the service or configuration identification number (accessible from the activation email, our Partner Portal or our Billing Portal).
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.

Further Resources

Training and 1:1 assistance

Training for your team

We support our partners with technical training, with a focus on our exclusive platforms, Xelion and SentryNet. Use the link below to book a time for training tailored to your requirements and team.

Book training

Sales and Marketing Support

Support for your sales team

We support our partners throughout the sales cycle, and can assist you with expert solution design, technical expertise, marketing collateral (co-branded or your branding) and directly assisting you with sales opportunities.

Book a sales meeting

Partner Portal

Your gateway to Activa

Our partner portal provides access to manage customers, sites, contacts, services, projects, orders and much more. Use our Service Qualification feature to see what’s available at any site.

Help Centre

Access our helpdesk and KB

Our Help Centre is your primary access to our technical helpdesk, allowing you create and manage and tickets, and to access our extensive Knowledge Base containing technical guides and troubleshooting articles.

Help Centre

Customer Guides

Helpful articles for customers

Our customer guides and articles can be shared with your customers to provide a helpful reference and step by step guides for using our exclusive platforms, including Xelion and SentryNet.

Customer Guides

Billing Portal

Manage and view billing

Our billing portal provides partners with options to manage how customers are billed. Whether we are billing you, or billing your customers, or billing your customers under your brand, it’s all accessible in one place.

Billing Portal