No power to ONT - likely causes?

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jonathan18

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#302282 12-Nov-2022 11:38

So my son calls me in desparation, facing a major calamity - internet down!

Arrive home and found the circuit breaker that all the main equipment is on has gone, so reset that and everything boots up… other than the ONT.

It’s the first gen of the Chorus units which uses a weird power plug on the unit, so at this stage I’ve been able to do nothing but swap out the clover power cable (which, surprise surprise, wasn’t the issue).

What are my best options to try to find out where the problem lies? I’m assuming it’s finding someone else who has the sam gen ONT (unless newer ones use the same plug?) and borrowing their power supply.

Anything else I can or should be doing? Will contacting my ISP (2D) be any good? I see I can order a new ‘power cable’ from Chorus (I assume that includes the power supply itself), but I’m assuming that’ll not be actioned until Monday at the earliest.

It’ll be interesting to get by a weekend or longer without internet, especially given our reliance on GH devices etc.

Thanks for any advice.

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#2995077 12-Nov-2022 12:07

If it's the PSU then Jaycar have them:

But it would be a waste of money if its the ONT that got damaged - depends if you have a Jaycar nearby and want to gamble ~$50.

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IanIan

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#2995079 12-Nov-2022 12:10

Strictly speaking it's up to Chorus as they own the gear, so they get to fix it, but if it happens to be the power supply, replacement ones are available from Jaycar under their cat # of MP3539 for ~$47

You probably should check that what you have and what they sell are of the same type, has the same DC plug, voltage and esp. polarity before doing so in case models have changed, but that option's there if you want to check it out.

Cheers,

Ian

Edit: Dang beaten to the punch...

nztim

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#2995082 12-Nov-2022 12:19

Anything other than getting Chorus to replace the PSU/ONT is a bad move as if a 3rd party PSU blows up your ONT you could be up for a big bill from chorus

log a support ticket via your ISP and get Chorus out

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robjg63

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#2995083 12-Nov-2022 12:19

Dumb question - but have you plugged something else into that power outlet to make sure its ok?

Nothing is impossible for the man who doesn't have to do it himself - A. H. Weiler

jonathan18

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#2995102 12-Nov-2022 13:55

Thanks for the replies.

Yep, I can confirm the outlet is fine; it’s the same one powering the router and APs (via PoE), and they’re all working (just not doing much these days!).

My local Jaycar does have that power supply in stock and it does seem to have the right plug, but perhaps for a different model of ONT as not the same amps, or am I reading this wrong? (Both 12V, but Jaycar 2.5A, mine 1A, as per following image). If so, I assume this isn’t a viable option?!

So am I best to log a fault via 2D as opposed to requesting a new power supply via Chorus’s website, or do both?

Anyone in PN willing to lend me their OEM power supply for a few minutes?! (We were one of the first parts of town to get fibre, so most people I know have more recent ONTs.)

Nate001

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#2995105 12-Nov-2022 14:26

If you have a multi meter check the pins in the connecter have power?

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robjg63

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#2995111 12-Nov-2022 14:55

As I understand it, it just means that the Jaycar PSU can put out up to 2.5A and the one with the ONT a maximum of 1A.

If the ONT needs (presumably) only up to 1A, then it just doesn't take that extra possible output. Much the same as if you use a more powerful USB adapter it wont cook your device - the device only takes what it wants.

A higher voltage however, will damage a device.

https://www.techsupportforum.com/threads/is-it-okay-to-use-an-ac-adapter-with-same-voltage-but-higher-amperage-than-required.461632/

EDIT: Borrowing a PSU is a good idea if you can, OR, as it looks like only 2 pins on the PSU are used, if you have a multimeter available, you should be able to test the existing one to confirm its actually dead.

Nothing is impossible for the man who doesn't have to do it himself - A. H. Weiler

fe31nz

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#2995234 12-Nov-2022 23:52

Regrettably, power supplies can read fine for voltage and still not work - you need to be able to check the voltage under load, which is usually very difficult or impossible in a home environment. It is a common failure mode for power supplies to present the correct voltage when not loaded, but be unable to provide anything like enough current.

cyril7

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#2995345 13-Nov-2022 05:39

Hi the Jaycar supply is approved for use on the ALU ONT gen1 as used both here by Chorus and by the NBN in AU.

The fact that it is rated at 2.5A as opposed to 1A is a bonus.

Cyril

tudorale

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#2995366 13-Nov-2022 08:31

The ONT (and its power supply) is technically part of the Chorus network and is the property of Chorus.

If you're certain that it's the power supply that's faulty then it may be quicker to go through this form: https://www.chorus.co.nz/contact/ont-replacement

The only risk is that you may end up wasting a bit of time if it turns out that the ONT itself is dead.

Otherwise, a safe bet is to call your provider for them to submit a fault to Chorus. A Chorus tech will come by to check the ONT and power supply, and replace them if they're faulty. Faults are usually handled pretty quickly and this won't cost you anthing.

As others have suggested, you should make sure the power socket itself is fine before you do anything. I definitely don't think you should spend your own money trying to buy a 3rd party power supply for the ONT, but up to you of course.

raytaylor

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#2995585 13-Nov-2022 17:36

The fact that it is rated at 2.5A as opposed to 1A is a bonus.

Cyril

I have only been skim reading, but the 2.5A rating is for the australian compatibility where they use the built-in UPS on the ONT (thats what the other pins are for) so it can charge a battery after a power failure.

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raytaylor

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#2995592 13-Nov-2022 17:42

Hey @jonathan18 where are you based? Someone may be near with a spare compatible power supply you could test with.

I often cut the chorus supply cable when running them on a DC power system. Pretty easy to do with a multimeter and a continuity test. You just need to make sure you know which pin is + and which is - first as the ONT has no reverse current protection (I found that out the hard way)

You could get another 12v1A power supply and wire it up to the molex connector to try but I really wouldnt recommend it unless you know what you are doing.

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jonathan18

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#2995713 14-Nov-2022 08:33

cyril7: Hi the Jaycar supply is approved for use on the ALU ONT gen1 as used both here by Chorus and by the NBN in AU.

The fact that it is rated at 2.5A as opposed to 1A is a bonus.

Cyril

Thanks, @cyril7 - just confirming that by ‘ALU ONT gen1’ you’re talking about the “Model Types 100 & 200”, as per https://www.chorus.co.nz/q/model-type-200? This is the same as the type we have.

jonathan18

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#2995724 14-Nov-2022 08:48

Thanks, all, for the further posts.

To update - yep, I called 2D on Saturday PM, and after 90 minutes of waiting finally got to talk to a human. Their step one is no different to that which I’d have done, which is completing the same form for Chorus to send a new power supply. No ability to pre-book a Chorus appointment for a later date in case it’s the ONT itself, so if it’s not the power supply it’ll be another call and then wait until we can get an appointment. Here’s hoping it’s not the ONT!

@raytaylor: location is Palmerston North; I’d be keen on trying someone else’s power supply, but I’d like to have a good idea I’m not going to risk buggering that power supply (and putting them in the same situation).

Given all the posts above, are the risks substantial if we were to buy one of these Jaycar power supplies, once I’ve confirmed they’re for my model of ONT? My family’s sanity is being tested without internet, so if I could be sure the supply was compatible it could be worth a gamble. 2-4 working days means potentially no internet until Friday - nearly a whole week. Aaargh!!!!

cyril7

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#2995731 14-Nov-2022 09:04

jonathan18:
cyril7: Hi the Jaycar supply is approved for use on the ALU ONT gen1 as used both here by Chorus and by the NBN in AU.

The fact that it is rated at 2.5A as opposed to 1A is a bonus.

Cyril

Thanks, @cyril7 - just confirming that by ‘ALU ONT gen1’ you’re talking about the “Model Types 100 & 200”, as per https://www.chorus.co.nz/q/model-type-200? This is the same as the type we have.

Hi, yes ALU ONT gen1 is same PSU for type 100&200

Cyril

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