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Crackle on Home Phone Line in Bangor – Network Issue 

SERVICE TYPE

PHONE LINE REPAIR

FAULT FOUND IN

NETWORK

DATE

24/10/2017

Field Job Description

Customer has had crackling on the line for three months. She has had two techs from Telstra out to try to locate the fault. But both time the techs had come out the crackle had stop just prior to them arriving, and restarting again just after leaving. This is an intermittent fault.

Technician Conclusion 

We disconnected the internal cables from the customers lead in cable and was hearing crackling directly on the network cable. I let the customer have a listen to the line and she could also hear the crackle on the lead in cable. This is 100% a network issue.Because Optus had told this customer to hire a private tech because they thought the problem was with internal wire and it turned out to be a network issue, this customer should be reimbursed for our call out and service charges.

Jason Kearney

Senior Techncian, Attending Technician

%

Job Completion

%

ISP Completion

UPDATE: 25/10/2017 The customer messaged me yesterday and directly through our conversation with Optus + our video and online report, Optus had a Telstra tech look into this fault the same day we attended this job. They told the customer the fault was at the pillar, so it was a network fault. Now customer can be reimbursed for the total cost of our invoice.

UPDATE

Administration

SPEED TEST RESULTS 

IPS PROMISED

INITIAL SPEED TEST

TEST ON NETWORK

FINAL SPEED TEST

%

NETWORK ISSUE

%

CUSTOMER ISSUE

  • SHOULD ASK ISP TO COVER OUR INVOICE COST 100%

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