10 Years of Internet Dropouts Fixed With 1 Visit

Overview

A business customer in Taren Point has been dealing with a persistent internet issue for over ten years. Initially, the business had ADSL, and then they transitioned to the NBN (National Broadband Network). Despite the upgrade, the same problem persisted: internet dropouts, especially during rainy weather. Various NBN technicians had previously inspected the issue, but no permanent solution was provided. This case study details the investigation and findings during a site visit and highlights the network issues that have been neglected.

Background

The customer’s internet connection, now a fibre-to-the-curb (FTTC) service, has been plagued by dropouts and outages, particularly during wet weather. Despite multiple technician visits over the years, no one had identified the root cause. The NBN technicians consistently pointed to an internal fault, dismissing any issues on the network side. The customer had no choice but to rely on a temporary 4G connection, which is insufficient for business needs.

Investigation and Findings

During the site visit, a thorough inspection of the network infrastructure was conducted. The investigation revealed several critical problems:

1. Faulty Network Pits and Cabling: The first inspection point was the pit at the front of the property, where no apparent damage was found in the cables leading to the main distribution frame (MDF). However, the next pit up the line showed significant issues. The network infrastructure in this pit was in complete disarray, with open cans, exposed cables, and disorderly placement of Distribution Point Units (DPUs). The pit lids were missing or left open, exposing the equipment to the elements.
2. Old and Degraded Cabling: It was evident that old cabling, likely in place for 50 to 60 years, was still being used. This outdated cable was expected to support the modern FTTC service, leading to frequent malfunctions. Proper practice requires running a new cable from the pit to the DPUs, not reusing degraded infrastructure that cannot handle the demands of new technology.
3. Water Exposure and Cable Damage: The DPUs were stacked haphazardly within the pit, with no proper insulation or protection. As a result, water was able to enter the open cans, soaking the cables and causing short circuits and other failures. The exposed cables were identified as not being gel-filled, meaning they could easily absorb moisture, leading to further complications during rain.
4. Network vs. Internal Fault Misdiagnosis: Despite multiple visits by NBN technicians, the issue was consistently labelled as an internal problem. This misdiagnosis overlooked the glaring external network faults, allowing the problem to persist for years without proper resolution.

Resolution Recommendations

The primary recommendation to resolve the issue involved several key actions that needed to be undertaken by the NBN network provider:

1. Install New Cables: Run a brand-new cable from the initial pit to the problematic area. This would replace the ancient infrastructure that was no longer fit for purpose and ensure a reliable connection that supports modern technology.
2. Properly Secure DPUs: The DPUs need to be hung properly and kept off the ground to avoid direct exposure to water. Proper insulation and protective measures should be taken to ensure long-term durability and functionality.
3. Close and Seal Pits: All open pits should be closed and sealed appropriately to prevent water ingress. This simple step would eliminate one of the most significant sources of connectivity issues.
4. Reevaluation by NBN: NBN needs to conduct a comprehensive reassessment of the site, acknowledging that this is a network-level problem. They should take full responsibility for rectifying the external faults rather than repeatedly blaming internal factors.

Challenges in Coordination with the ISP

During the visit, the technician contacted Aussie Broadband, the Internet Service Provider (ISP), to report the issues. However, the ISP’s remote tests showed no faults on their end, which complicated the fault-logging process with NBN. The ISP suggested an impractical troubleshooting method that would disrupt the customer’s business operations. This highlights a common challenge where communication gaps between service providers and network operators lead to inadequate resolutions for end customers.

Conclusion

This case illustrates the complexities involved when persistent connectivity issues are misdiagnosed over extended periods. The neglect of proper network maintenance and the failure to replace outdated infrastructure resulted in a decade-long problem that severely impacted the business. A coordinated effort between the ISP and NBN, focused on fixing external faults rather than repeatedly blaming internal issues, is crucial for providing reliable service to customers. This case emphasises the need for proactive and thorough inspections of network components, especially in older installations, to prevent such prolonged service disruptions in the future.

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