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Complex NBN Connection Issue with TPG Pipe Network

In the multifaceted field of telecommunications, challenges are part and parcel of the industry. This case study explores a particularly intricate job involving an NBN connection issue with Telstra, intertwined with a TPG Pipe Network, a WAN service. The complexity of this case demanded a profound understanding of telecommunications systems.


Customer’s Provider: Telstra
Issue: An NBN technician was unable to connect to the customer’s service due to an unidentified fault in the system.

The Initial Call

The customer, frustrated with a failed connection attempt by an NBN technician, sought assistance. The technician had left without resolving the issue, citing a fault in the system.

The Problem

Upon arrival, a meticulous assessment was conducted, revealing several key factors:

  • TPG Pipe Network: The cable was connected to a TPG Pipe Network, a WAN service, adding a layer of complexity.
  • IDF on Multiple Floors: Four floors above had their individual IDF, each with its unique connection.
  • Original Connection: The customer was originally connected to pair number five, leading to his IDF and unit.
  • Spare Pair: A spare pair (number two) was identified, which was then used for connection as the original pair had no tone.

The Investigation

Phase 1: Understanding the Connection

The initial phase involved understanding the existing connection and identifying potential faults:

  1. Testing the Connection: By connecting to pair two, a tone was detected, leading down to the TPG Pipe Network, which was not NBN.
  2. Identifying the Short Circuit: A short circuit was identified, indicating a problem with the connection going through the fibre box.
  3. The Non-NBN Connection: It was discovered that the connection was not going back to the street, which would be the service for NBN.

Phase 2: Troubleshooting

This phase involved hands-on troubleshooting to pinpoint the exact issue:

  • Removing the Faulty Connection: The faulty connection was removed, restoring the tone.
  • Testing Different Pairs: Various pairs were tested to ensure the correct one was identified.
  • Examining the Fiber Box: A close examination of the fibre box revealed that it was not connected to the black cable leading to the street.

The Solution

Implementing the Fix

The solution required a systematic approach:

  • Tagging the Connection: A tag was placed to guide the NBN technician, ensuring clarity for future work.
  • Coordinating with Telstra: Communication with Telstra was initiated, informing them of the need to send back a technician to identify the vertical and pair.

Customer Communication

Throughout the process, clear communication with the customer was maintained, explaining each step and ensuring their understanding and satisfaction.

Conclusion and Reflection

This case study underscores the intricate nature of telecommunications and the expertise required to navigate complex issues. The job demanded a profound understanding of the system, agile problem-solving, and effective collaboration with both the customer and the provider.

Lessons Learned

  • Importance of Transparency: The lack of clear communication from the initial NBN technician created unnecessary confusion.
  • Value of Expertise: The complexity of the issue highlighted the value of having seasoned professionals who can handle intricate problems.
  • Customer-Centric Approach: Keeping the customer informed and involved fostered trust and satisfaction.

Final Thoughts

At SECURE A COM, our commitment to excellence and our deep industry knowledge enables us to tackle even the most complex scenarios. This case is a testament to our dedication to providing top-tier services. That is why we are known as the best NBN fault-finding service in Australia.

For more information on our services, including NBN socket installations, NBN socket relocations, MDF Jumpering, NBN Lead-In Cabling, and Conducting, please contact us at 02 9188 1577. We are open Monday to Friday from 7 am to 5 pm.

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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