Are you at the end of your tether with your Internet service being as unreliable as a politician’s promise?

In Australia, a vast number of people depend on the NBN’s VDSL hybrid mix of copper and fibre services. These services still require the use of copper lines inside and outside your home, which historically were used to deliver your PSTN phone and ADSL services.

Due to the way NBN FTTN, FTTC, and FTTB services are delivered to your home or business, partly through copper cables, the network is prone to copper line faults. This vulnerability extends to your home’s internal cabling as well. Importantly, a significant number of internet issues aren’t just caused by the external network; they often originate from problems within your home.

A crucial point to consider is your cabling and internal wiring design. The manner in which your home was wired for the legacy PSTN system could very well be the root cause of your current internet disruptions. For instance, I know for a fact, that if your NBN FTTC, FTTN, or FTTB service is running through more than one socket, you have problems.

Why Do I Need an Internet Technician?

When your Internet Service Provider (ISP) pinpoints a problem with your private cabling, often they aren’t obligated to extend their support further. At this juncture, the expertise of an internet technician becomes essential. This is precisely where our dedicated team steps in. For any issues, whether they’re related to the cabling or sockets within your home or business premises, we swiftly and effectively address them, ensuring you’re not left stranded

Our Commitment to You

We get it—navigating internet issues can be a headache you don’t need. That’s why we’re committed to transforming your experience into a seamless journey. With our premier service, we’re by your side every step of the way, tackling any challenge, no matter how complex. Leveraging years of industry expertise, we expertly diagnose and fix cabling, socket, and equipment glitches across both residential and commercial internet services. Our ultimate aim? To not just restore, but elevate your connection, delivering an unparalleled level of service you’ll want to talk about.

ISP Reports

If we discover that the issue originates from the broader NBN network, you can breathe easy; you’re not alone. We proactively engage with your ISP on your behalf, furnishing them with a comprehensive report. This report equips your ISP with the vital information they need to instruct the NBN contractor to resolve the issue effectively. If your ISP initially directed you to find an internet technician, citing issues with your private cabling, our reports can be used to seek a refund from your ISP for the cost of our service call.

Residential & Business

For homes and businesses alike in NSW and QLD, we dispatch an internet technician to your residence or workplace, ensuring you have an unparalleled online experience like you’ve never had.

How To Book An Internet Technician

Call Us – Talk to an Expert.

If you’re in search of clear, uncomplicated advice concerning your internet services, don’t hesitate to give us a call at 02 9188 1577. You’ll speak directly with an expert who can guide you. There’s no need to worry about technical terms; we’ll simplify everything for easy understanding.

Easy Online Scheduling 24/7

Using our user-friendly online booking system, you can effortlessly schedule your appointment without needing to speak to anyone. Simply choose the date and time that works best for you, enter your contact information, and let us handle everything else. With our expert technicians on the case, you can anticipate a lasting resolution to your internet issues.

Why Choose Us?

Expertise You Can Trust

With roots in the industry stretching back to 1997 and a company registration in 2008, we bring a wealth of knowledge and experience to the table. Our credibility is unmatched, making us your reliable partner for all things Internet.

A Legacy of Innovation

Our director and lead technician began his journey at the pivotal moment when Telstra first privatised in 1997. Serving as a manager on an ambitious project, he was among the first-ever contractors outside of Telstra to contribute to building the Telstra network. This experience involved rehabilitating the Telstra infrastructure long before SECURE A COM became a registered company.

Continuation of Excellence

In 2008, we officially registered as SECURE A COM and continued our relationship with Telstra through contracted work. This time, our role evolved into that of expert troubleshooters, identifying and resolving the most complex faults within the copper network. This extensive experience equips us with a comprehensive understanding of the entire telecommunications landscape, from start to finish.

Direct to You Since 2012

In 2012, we made the pivotal decision to serve the public directly, bringing our years of expertise to homeowners and business owners alike. We go above and beyond to not only help you solve the myriad of internet challenges but also guide you through the intricacies of the often complicated and disorganised telecommunications industry.

Our YouTube Presence:

Take a journey with us on our YouTube channel where tech enthusiasts from around the globe tune in to watch Jason expose the less glamorous aspects of the telecommunications industry. With over 2.23K subscribers and 323 videos, our channel serves as an educational platform where you can learn about fixing NBN faults and gain insights into various installations. We’re proud to have been mentioned and shared thousands of times, making us a go-to resource for those looking to navigate the complex world of telecommunications.

Compliance and Safety Standards

We are licensed and registered internet technicians through ASIAL and adhere strictly to the rules and regulations set out by the ACMA. In addition, we comply with all NBN guidelines for in-home cabling and Lead-In cable rules and regulations. We also operate under Safe Work Australia guidelines. We adhere to the Telecommunications Act 1997 and TIO directives, ensuring that we uphold the highest industry standards in every project we undertake.

The SECURE A COM Difference

With a blend of rich history, unparalleled expertise, customer-centric service, and steadfast commitment to safety and compliance, SECURE A COM stands as your ultimate choice for internet and telecommunications solutions. Our holistic approach ensures not just a quick fix, but a lasting resolution for all your internet challenges.

This is why you should choose us.

Legacy Systems

A traditional standard telephone cable is made up of multiple pairs of insulated copper wires, all wrapped in a protective sheath. In modern versions, this sheath is typically made of plastic insulation with a nylon covering. These cables are often referred to as 2-pair cables, as they are designed to accommodate two separate telephone services.

Legacy PSTN Wiring

In Australia, approximately 92% of homes are initially wired to accommodate ADSL and POTS (Plain Old Telephone Service) through a PSTN (Public Switched Telephone Network) service. In these traditional setups, extension lines often run in parallel within the premises, a method known as “bus-wired” or “daisy-chain.” Standard cables typically include:

“A” Wire (+ve): Usually white
“B” Wire (-ve): Generally blue

Additional Pair: Typically red and black for a second line
However, as we transition to NBN services, these traditional copper-based, bus-wired systems are proving less effective in delivering reliable internet.

Daisy-Chain Methodology

Originally for POTS and ADSL, daisy-chain wiring extends from the Network Interface Device (NID) or Main Distribution Frame (MDF) to sockets sequentially. This method, though apt for older systems, poses challenges for modern NBN VDSL services. It can introduce “bridge taps” that compromise the VDSL signal, leading to reduced speeds and inconsistent service.

Star Wiring Approach

Star wiring, a distinct method, connects extensions from a singular central point, often the Network Terminating Device (NTD). In legacy PSTN contexts, the NTD serves as a cross-connect box for analogue telephone services.

Legacy Lines and NBN

Transitioning from the traditional PSTN to the advanced NBN VDSL services brings compatibility issues due to outdated cabling in homes and businesses. Although NBN promises faster, consistent internet, old telephone lines introduce faults that can degrade service quality. This analysis delves into these faults and their impact on NBN connections.

Video Example Of A Typical Day In The Life Of An Internet Technician.

What are the different kinds of Internet Faults?

NBN Bridge Tap

Bridge taps pose a significant challenge for FTTN, FTTB and FTTC NBN services. In technical terms, they are splices, sockets, or connection points found in older telecommunications cabling that adversely affect modern NBN VDSL internet. Our internet technician near me for help. 

These bridge taps introduce impedance mismatches in the network, causing signal degradation that results in slower internet speeds and frequent dropouts. The negative impact is particularly noticeable on high-frequency signals, which are essential for the performance of modern broadband services.

Specialised equipment is required to detect these impedance irregularities or bridge taps. Once they are identified and removed by qualified technicians, service quality improves immediately.. Video Link

NBN Dropouts

Stable internet is essential, so NBN dropouts can be highly disruptive. The causes for these interruptions can be varied, including outdated cabling, faulty sockets, and poor Wi-Fi configurations. Additional factors could be improperly configured modems, hardware issues, or broader network problems. Accurate diagnosis requires specialised tools and expertise. Once the root cause is identified and corrected, you can expect a more stable internet connection.. Video Link

NBN Speeds

Slow internet is a common frustration and can be due to a range of issues, including network bottlenecks, outdated equipment, and hardware faults. Additional factors like damaged cables, corroded socket contacts, or even bridge taps in the network can further degrade the quality of your connection. For a thorough diagnosis, specialised tools like cable testers and network analysis software are essential. Once the root cause is identified and addressed, you can expect immediate improvements in internet speed and reliability. Video Link

NBN Home Cabling Faults

Issues with residential cabling can have a significant impact on both internet speed and connection quality. Common causes include outdated cabling, general wear and tear, poor connections, and the presence of bridge taps. Another crucial factor could be defective lead-in cables that connect homes to the wider network. To resolve these problems, a comprehensive diagnostic process carried out by a qualified technician is essential. Corrective measures, such as re-cabling or replacing faulty sockets, can then be taken to restore reliable internet connectivity. Video Link

NBN Damaged Lead-In Cable

Damaged lead-in cables can severely impact NBN service, resulting in slow speeds or even complete loss of connectivity. These cables are crucial as they connect homes to the broader NBN network. Damage can occur for various reasons, including construction work, age and make of cable, or environmental factors like moisture. Additionally, poor installation can make them more susceptible to damage. Identifying such issues requires specialised equipment. Once the damage is pinpointed, the cables may need to be repaired or replaced to restore optimal performance. Quick and efficient resolution is essential for maintaining a stable internet connection. Video Link

Faulty NBN Sockets

Faulty NBN sockets, a common issue, cause unreliable connections, dropouts, and slow speeds. Being the interface between home wiring and the external network, their malfunction disrupts the system. Problems arise from environmental factors, substandard products, or poor installations. Old, outdated sockets or corroded terminals also hinder performance. Diagnosis requires experienced technicians and specialised equipment. Solutions range from cleaning and re-punching connections to socket replacement or rewiring. Addressing such issues enhances internet connectivity and speed. Video Link

Faulty MDF Frame

The Main Distribution Frame (MDF), a pivotal junction in telecom networks, when faulty, hinders internet performance. Older MDFs with soldered connections degrade over time, causing intermittent issues. Modern modules, however, enhance speed and reliability, needing less maintenance. Upgrading an MDF involves careful examination, planning, and execution by skilled technicians. The new MDF is tested to ensure performance. Addressing MDF issues promptly is crucial for long-term, reliable internet service. Video Link

Low Resistance:

Insulation resistance in copper cables ensures electrical currents are isolated. When this insulation is compromised, it can disrupt internet service due to interference of signals, leading to unstable connections and reduced speeds. This often results from aging cables, physical damage, or environmental exposure. Such deterioration leads to signal leakage, compromising data transmission. Specialised equipment, like insulation resistance testers, identifies compromised areas. Depending on the extent of damage, cables might be repaired or replaced. Addressing these issues promptly prevents further complications, ensuring a stable internet connection. Video Link

High Resistance:

High resistance in cable links disrupts internet services, causing instability and potential halts. Such resistance, often due to connector corrosion within telephone lines, results in intermittent service and reduced NBN speeds. Diagnosing is challenging as symptoms can mimic other issues. High resistance generates heat, further deteriorating components. Symptoms include degraded speed during high-usage times and unexpected disconnections. Specialised equipment identifies affected components. Addressing this, often through replacing corroded connectors, is crucial for long-term resolution. Video Link

Short Circuits:

Short circuits disrupt data flow in communication cables, affecting internet connectivity. Resulting electrical current deviations interfere with proper data packet transmission. This issue often leads to inconsistent internet speeds, intermittent connection, or even complete service outages. Pinpointing a short circuit requires technical tools to assess the cable’s integrity, like Time Domain Reflectometry (TDR), providing precise fault location data. Professional intervention is generally recommended due to the complexity of resolving the issue. Repair or replacement of the faulty cable segment restores normal functioning. Video Link

Open Circuits:

An open circuit in internet services results in complete network failure due to a break in the cabling, blocking electrical signals vital for data transmission. This leads to a total loss of internet and phone services. Causes include physical damage, subpar repairs, or wear and tear. The main symptom is a total loss of connectivity. Professional testing tools like Time Domain Reflectometry (TDR) are used to locate the fault. Repair or replacement of the damaged segment is necessary to restore functionality. Video Link

Earth Contacts:

When a wire within a cable accidentally contacts the earth, an earth contact fault arises. This introduces noise and unwanted electrical signals, degrading signal quality and potentially leading to a complete loss of NBN services. Such faults can be similar to other network disruptions, making diagnosis challenging. Earth contact faults result from damaged insulation or improper installation. Specialised tools like Volt-Ohm Meters (VOMs) and Time Domain Reflectometers (TDRs) can help in identifying these faults. Repair or replacement of the affected segment, along with proper insulation, is key to prevention.

Intermittent Faults:

At times, several fault conditions can arise simultaneously or intermittently, making diagnosis and repair considerably more complex. For instance, simultaneous earth faults on both conductive wires can lead to a “loop and earth” fault, causing intricate issues that are challenging to address. These combined and intermittent faults can be perplexing as they might mimic individual fault symptoms, such as unstable internet speeds, frequent disconnections, voice distortions, or total service loss. Advanced diagnostic tools, beyond standard Volt-Ohm Meters (VOMs) like time-domain reflectometers (TDRs) and signal tracers, might be required. Given the complexity, professional intervention is often needed to systematically address all underlying faults and reinstate stable service.

Faulty Phone Leads:

Quality phone leads are essential for optimal internet connectivity. Old or substandard cables with corroded copper terminals can hinder internet speed and cause regular dropouts. Though phone leads are typically overlooked, their issues can mimic more complex system faults. Faulty leads can lead to packet loss, increased latency, and disrupted streaming or browsing. Specialised diagnostic tools can determine the integrity of these leads. Often, simply replacing an old cable with a new, high-quality one can resolve issues. Regular checks can preempt these problems, but prompt replacement or repair is crucial once they emerge. Video Link

Faulty Adaptors:

Cable adaptors, though convenient for extending or altering incompatible cables, introduce potential failure points. Especially if these adaptors are low-cost, the risk of network issues rises. Faulty adaptors can cause intermittent connection loss, data packet loss, or total system failure. A continuity test using specialised equipment can diagnose adaptor issues. Replacing the faulty adaptor with a high-quality one is typically the solution. Using reputable brands ensures long-term reliability. Video Link

Contact with Electrical:

Accidental contact between telephone lines and mains electricity is a grave issue, posing both service disruption and significant safety risks. Immediate action and consultation with a qualified electrician are paramount. Risks include equipment damage, fire hazards, and potential electrical shocks. Immediate steps include isolating power at the electrical switchboard, unplugging affected equipment, reinstating power, and contacting an electrician. Specialised diagnostic tools, such as insulation testers, can assess the cabling’s integrity. A comprehensive safety audit is also essential to identify and address potential hazards.

NBN Network Faults:

Internet connectivity issues can arise from your personal setup or the broader infrastructure. When the latter is the case, providing a comprehensive report backed by evidence becomes vital for quick resolution. NBN network faults can manifest as service disruptions or reduced speeds. These can impact individuals or entire communities, underscoring the need for swift action.

Our team is adept at diagnosing issues in both private cabling and the wider NBN network. However, it’s essential to note that while we can diagnose NBN network faults, legal constraints prevent us from performing repairs on the NBN infrastructure. Our approach to identifying these faults involves using advanced diagnostic tools to assess crucial performance indicators, such as speed, latency, and packet loss. This thorough evaluation helps determine the fault’s precise nature and location.

Once identified, we collaborate with your Internet Service Provider (ISP), the primary liaison with the NBN network. We furnish them with a detailed report, backed by evidence, to facilitate a smoother interaction with NBN contractors. Though we diagnose the issue, repairs on the NBN network must be conducted by authorised NBN personnel. Our comprehensive report aids your ISP in liaising effectively with these contractors, ensuring quicker repairs and a more stable connection for those affected. Video Link

What Your Cabling Should Look Like

Your home’s cabling system is the foundation for all your telecommunications services, from internet to phone lines. Traditional copper-based cabling is falling short in delivering a smooth and reliable internet experience. To address this, “generic cabling” has been introduced as a modern solution. This approach centralises all your telecommunications cables into a single, unified system, making it more efficient and less prone to issues.

In a generic cabling system, every outlet or access point in your home is wired from a Central Connection Point (CCP), which is situated near your modem or NBN device. Cables of Category 5 or higher connect to this hub, supporting both phone and data connections. A crucial component is the NBN’s lead-in cable, which links your external utility box directly to the CCP. This forms the core channel for your NBN service, enhancing the reliability and speed of your internet.

The system requires a dedicated electrical outlet close to the CCP for your modem and other devices. If you depend on your phone for emergency services, it’s advisable to have a backup battery near the CCP. This integrated approach minimises potential points of failure, making it easier to manage and troubleshoot, while providing a robust, future-proof framework for your digital communication needs.

*All our service packages include up to 40 kilometres of travel from our office location in your area. We will travel outside this distance if you need our services but terms and conditions apply