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NBN Connectivity Issues in Multi-Storey Building

Scenario

A customer using Telstra as their provider was experiencing issues with their NBN connection. The NBN technician had visited the site earlier but was unable to resolve the issue, citing a fault in the system. The customer then called in our expert to investigate and resolve the connectivity problem.

Investigation

Upon arrival, our technician found that the customer’s network setup was quite complex. The building had a TPG pipe network fibre, and the cables were connected through individual Intermediate Distribution Frames (IDFs) located on each floor of the building. The customer’s unit was connected to IDF pair number five, which led to their NBN service.

Upon testing, it was found that there was no signal or tone on the originally assigned pair. The technician then identified a spare pair, number two, and reconnected the customer to this pair. This action immediately restored the signal, indicating that pair number five had a fault.

Further inspection revealed that the building’s existing cabling system wasn’t entirely compliant with NBN standards. The connection was running through a TPG setup rather than directly interfacing with the NBN infrastructure, further complicating the issue.

Diagnosis

The main issue was an open circuit or other fault within the cabling connected to the TPG equipment, which was not a part of the NBN’s direct infrastructure. This misrouting prevented proper service delivery, as the connection was bypassing the standard NBN pathway and instead interfacing with older, incompatible equipment.

Additionally, the technician found that the NBN technician who initially assessed the problem did not adequately tag the faulty connections, as they had claimed. This oversight made troubleshooting more difficult, wasting time and resources.

Resolution

To ensure proper service restoration, the technician tagged the correct pairs and documented the necessary changes. He advised that an NBN or Telstra technician would need to revisit the site to identify the vertical and pair correctly and to run a jumper cable from the MDF to the customer’s IDF. This step would resolve the connectivity issue in line with NBN standards without requiring further visits from external technicians like ours, which would incur additional costs for the customer.

Outcome

The tagging of the correct pair and clear instructions for follow-up action helped streamline the next steps for Telstra and NBN technicians. By accurately identifying the fault and documenting the necessary actions, our technician ensured that the problem could be swiftly addressed without unnecessary additional visits or charges to the customer.

This case highlights the importance of thorough initial inspections, accurate documentation, and proper tagging in resolving complex NBN connection issues in multi-story buildings.

Jason Kearney

Jason Kearney

Head Internet Technician

Jason Kearney is the Head Technician at SECURE A COM, with qualifications spanning NBN, ADSL, phone, and data cabling. Starting as an electrician, Jason quickly delved into the telecommunications sector, leading crucial projects like the rehabilitation of the Telstra network. With credentials in both managerial and technical aspects, he now specialises in phone line and NBN fault location and repair, serving both homes and businesses with effective and personalised telecommunications solutions

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