Resolving a Persistent Internet Issue Caused by a Bridge Tap

Overview

This case study explores a persistent internet connectivity issue faced by an AGL customer in Parramatta. The customer had fibre to the basement and had been experiencing internet problems for nine months. Despite numerous interactions with their Internet Service Provider (ISP), the issue remained unresolved. Securacom, led by our technician Jason, was called to diagnose and address the problem on-site.

The Problem

The customer’s ISP had previously identified a bridge tap on the line, which they believed was causing the connectivity issues. A bridge tap is an unwanted cable connection that can interfere with signal quality, leading to inconsistent internet performance. Despite this diagnosis, the ISP refused to send a technician out, instead advising the customer to have the bridge tap removed.

The customer had reported that although the modem lights were on and they had sync on the line, their internet connection would drop out when trying to load web pages. Strangely, while they could watch YouTube videos without issues, other websites would not load, resulting in a spinning wheel on the browser.

Diagnosis and Solution

Upon arriving at the site, Jason performed a thorough inspection of the property. Here’s what was found:

1. Identifying the Bridge Tap: Jason located the bridge tap behind a panel in the living area. The bridge tap was part of a misconfigured wiring setup where one cable connected back to the Intermediate Distribution Frame (IDF) and another ran to a bedroom socket.
2. Bridge Tap Removal: Jason removed the bridge tap by disconnecting the unnecessary cables and tested the connection again. Despite this fix, the problem persisted. The sync light was on, and the internet light was solid, but web pages were still not loading properly.
3. Testing at the IDF and MDF: Jason inspected the IDF on the floor and found everything was testing fine up to this point. He then checked the Main Distribution Frame (MDF) and noticed that the connection wasn’t passing through correctly. By bypassing the faulty frame with a temporary connection using scotch connectors, Jason was able to restore the lights and achieve a stable sync.
4. Results: After Jason’s interventions, the customer could watch YouTube videos and use WhatsApp without issue, but other websites still wouldn’t load. This anomaly suggested that the problem might be due to a configuration or routing issue at the ISP level, not just the physical wiring on-site.

Recommendations and Next Steps

• Contact ISP for Further Investigation: Jason recommended that the customer contact AGL and request another line test, as the bridge tap was no longer present. He also advised the customer to push for an NBN technician to visit the site, given the unusual connectivity pattern.
• Possible ISP Issue: Given that some internet services were accessible while others were not, Jason suspected an ISP-level programming or configuration issue. This was an unusual situation that required ISP attention beyond the physical hardware.
• Refund Request: Jason also suggested that AGL should consider refunding the customer for the cost of the Securacom callout, as the ISP had initially diagnosed a bridge tap problem which, once resolved, did not fully fix the connectivity issue.

Final Update

A week after Jason’s visit, the customer contacted Securacom with an update. It turned out that the issue was due to a programming error on the ISP’s side—one single character had been entered incorrectly in their system, causing the strange behaviour where some websites worked and others did not. Once the ISP corrected this minor but impactful mistake, the customer’s internet service was fully restored and functioning perfectly.

Conclusion

The case highlights the complexities that can arise with home internet issues, particularly when initial diagnoses are not thoroughly followed up by ISPs. Despite removing the suspected bridge tap and ensuring all physical connections were in good working order, the problem’s persistence indicated a deeper issue that needed ISP-level resolution. Ultimately, a simple programming error on the ISP’s side was the root cause, proving that even small mistakes can lead to prolonged customer frustration.

For anyone experiencing similar issues, Securacom offers expert troubleshooting services to help identify and resolve faults, ensuring your internet is running smoothly.

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