Unravelling a Decade-Long Internet Issue.

In a world where the internet is indispensable, enduring a decade of connectivity issues can be a harrowing experience. This case study explores how a customer’s long-standing internet woes were misunderstood by their ISP and later solved by the experts at SECURE A COM.

The Challenge: 10 Years of Persistent Issues

This Taren Point customer’s problems have persisted for over 10 years, with continuous:

• Slow internet
• NBN internet dropouts
• No phone line working
• Total internet outage

Misdiagnosis: The ISP’s Perspective

The customer’s Internet Service Provider (ISP) had diagnosed the problem as being related to the customer’s private cabling. However, this was soon to be proven wrong.

Step 1: The Customer’s Call to SECURE A COM

Frustrated by the continuous problems, the customer reached out to SECURE A COM, one of Sydney’s best NBN fault-finding services.

Step 2: Initial Investigation

Upon arrival, our team began a meticulous examination of:

• Customer’s Private Cabling: To verify the ISP’s claim
• In-Network Cabling: To explore if the problem lay elsewhere

Step 3: The Real Problem Uncovered

Our investigation revealed that the fault was not in the customer’s private cabling, but rather in the network cabling, a discovery that contradicted the ISP’s assessment.

Step 4: Detailed Analysis

Our experts performed an in-depth analysis, focusing on:

• Manhole Examination: Inspecting cables and joints inside the manhole.
• Cable and Joint Quality Assessment: Detecting substandard quality and weak connections within the network.

Step 5: Recommendations and Reporting

Our team formulated specific recommendations:

• Fix the cables and joints inside the manhole.
• Run a new cable from the DPU to the lead-in cable CAN.

A comprehensive report was sent to the customer’s ISP to explain our findings.

Step 6: NBN’s Intervention

The NBN swiftly responded by:

• Deploying a Quality Assurance Team: They spent several days fixing the cables and joints and installing the new cable.
• Adhering to SECURE A COM’s Recommendations: The work was completed as suggested, fixing the long-standing issues.

Reflections: Unveiling Larger Concerns

This case not only highlights the necessity for professional investigation but also raises significant concerns about:

• The Quality of the NBN Network: The substandard quality that this case exposed.
• Importance of Skilled Contractors: Their role in finding and fixing faults.

Lessons Learned

• Trust in Professional Expertise: The importance of relying on registered cablers like SECURE A COM.
• Correct Diagnosis: The significance of proper fault identification.
• Collaboration between ISPs and Contractors: Building trust and understanding between various stakeholders.

Conclusion: A Success Story of Collaboration and Expertise

This case study showcases how SECURE A COM’s skilled intervention led to the resolution of a decade-long problem that had been misdiagnosed by the ISP. It emphasises the vital role played by experienced professionals in the telecommunications industry.

With our deep understanding of phone, data, and internet services, SECURE A COM continues to provide industry-leading services in Sydney and the Gold Coast, including fault-finding, installations, and more.

SECURE A COM remains at the forefront of these efforts, utilising our expertise to ensure that connectivity is reliable and robust. Reach out to us at 02 9188 1577 for inquiries or support, and explore our wide range of services, including NBN socket installations, data cabling, and more.