After the tech left the customer still didn’t have any internet service, so she call TPG again, this time they told her that it was the socket in the kitchen, and it would need to be replace.
- How could a person that is not a technician on the other side of the world diagnose that?
- How can you without separating the internal cables from the lead in cable be able to determine if the fault is inside the customers premises or in the network.
The customer followed the request of TPG and contracted an electrician at their cost to install a net rj11 skirting mounted phone socket. After this socket was installed the customer connected the modem to the new socket, and once again, nothing.
The customer then ran back TPG who then informed the customer that they should replace the remaining phone sockets throughout the home. The customer didn’t want to do this, understandably, as they were smart enough to know this wouldn’t fix the problem.
Then TPG referred the customer to us, for an internal cabling and socket inspection.
- First thing I did was check for a dial tone. There was a clear dial tone on my butt phone.
- Then I connected my XDSL tester to the same socket the customer had their modem
- Waited 5 min and was not getting sync on tester
- Found lead-in cable at a socket in the main bedroom
- Disconnect the lead-n cable from the internal cables
- Tested with XDSL tester again
- Still getting no sync after 10 min
- Connected customer router got sync and internet
- Using wifi network analyser to test wifi speed
- Get 200 kbps download speeds
This is clearly a network fault and TPG will need to contract Telstra to attend and find and fix this fault.
SUGGESTION: Have an ADSL trained or Level 2 tech attend to make good.
And if you think we have done a great job and you are happy with our service, I would love for you to leave a nice review for us. The links for the reviews options are below.
So, good luck and hope your internet is running at 100% again soon.