NBN Co wins TM Forum Level 4 for service assurance

NBN Co has received TM Forum Level 4 Autonomy validation for Service Assurance, becoming the first organisation in Australia to secure it.

The validation covers an automated service assurance system used on NBN Co's Fixed Wireless network, developed with Ericsson support. The system can detect and respond to atmospheric ducting events in real time without manual intervention.

Atmospheric ducting is a weather condition that can disrupt radio signals and affect fixed wireless throughput. This is particularly significant for NBN Co's regional footprint, where the Fixed Wireless network serves around 800,000 homes and businesses.

The validated system uses an AI agent to convert service intents into task orders, monitor network conditions, predict degradation, assess service impact, identify root causes across network domains, and carry out mitigation steps. Those steps include fallback and rollback actions within the normal operating flow.

TM Forum's Autonomous Network Level Assessment Validation program examined the service assurance scenario across eight capability areas. All eight were confirmed at option A, resulting in an autonomous network level of 4.0 for this single-service use case.

Regional focus

The system is focused on throughput performance management for the Fixed Wireless network. In practice, that means identifying interference conditions such as atmospheric ducting and adjusting the network to limit the effect on customer service.

The aim is to reduce both the frequency and duration of weather-related performance issues. NBN Co positioned the work as part of a broader effort to maintain service levels in parts of Australia where environmental conditions can be harder to manage.

Fixed wireless is a key part of NBN Co's access mix outside metropolitan areas, where fibre is less common and distances are greater. Network reliability in those areas has long been both a policy and operational issue, as regional users often have fewer connectivity alternatives.

Ericsson supported the project through its AI Intent-based Operations and Autonomous Network Operations software, which sit within the Ericsson Operations Engine. The setup allows the network to detect relevant conditions, model their likely impact, and apply optimisation actions without human involvement.

Automation benchmark

TM Forum's autonomy framework is used across the telecoms industry to assess how far network operations can run independently in defined scenarios. A Level 4 result indicates a high degree of automation, with systems able to operate, adjust, and resolve issues on their own within a specified domain.

For operators, the appeal of such systems lies in shorter response times and less need for manual intervention when network conditions change quickly. In fixed wireless, weather-related signal interference can emerge quickly and affect large geographic areas, making an automated response more practical than relying solely on human operators.

NBN Co Chief Technology Officer Guy Scott linked the result to the company's regional service obligations.

"This solution moves nbn's Fixed Wireless network to a future where autonomous, intelligent network capability can detect, decide, and act in real time. For regional Australia, where our infrastructure can be more exposed to unique and challenging environmental conditions, this helps us better maintain performance, support faster recovery, and help deliver a more reliable experience for customers. We're proud and excited to be the first in Australia to achieve TM Forum Level 4 certification for this capability, and to show how AI, data and automation can be applied in a practical way to improve real network outcomes for communities across the country," Scott said.

Ericsson's local head said the project showed how network autonomy is being applied to a specific operating problem rather than treated as a long-term concept.

"Achieving Level 4 autonomy in Service Assurance for managing a real-world environmental challenge like atmospheric ducting shows that autonomous networks are not a future concept - they are delivering tangible value for customers today. Ericsson is proud of the role we play in supporting NBN Co in its mission to connect Australia and bridge the digital divide. This achievement reflects the depth of our partnership and our shared commitment to ensuring all Australians, regardless of where they live, have access to reliable, high-performing connectivity." Landgren said.