CONSTANT DROPOUTS ON NAKED DSL SERVICE

by Jason Kearney | May 31, 2018 | On The Job

CUSTOMER ISP

IINET

GEO LOCATION

ANNANDALE



DATE

31/05/2018

h

DESCRIPTION

This customer has been having ongoing dropout with there IINET DSL service since December 2017. They have had 7 visits from technician that have been organised through iiNet but on each occasion they have been unsuccessful in restoring our clients service without the constant dropouts. IINet have advised the customer to hire a private ACMA registered telephone technician to access and report or fix if the problem was with the customers wiring or equipment.

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RESULTS

We have supplied a video with all test results showing dropouts above. First, I checked for line quality of dial tone, there was no dial tone only a soft dial tone, as this is a naked DSL service. We then tested for sync at the customers socket, we go sync and 9 mbps download and 800kbps upload but within 15 seconds the we lost sync as the service dropped out.

We then went to the MDF located about 4 meters from the customers socket. I disconnected the lead in cable from the internal cables and tested on the network. We go sync but again after 15 seconds we lost sync. This was consistent as it would connect again and within seconds dropout (as shown in video)

We also tested the customers internal cabling and it was all within spec, and her socket was new.

This is clearly a network issue and the customers ISP is responsible for finding and restoring your service.



NEXT STEP

This is the responsibility of your ISP

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23:53 23 Feb 20

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Kerry Mullins

10:22 09 Jan 20

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Brendan Donohue

07:41 13 Dec 19

Jason, is knowledgeable and patient. he was able to reassure me that my problem is not one within my confines but a line problem for Telstra. He was a great help and I have no problem in recommending him.

Steve Bender

05:23 15 Nov 19

After the technician attended my home he was unable to resolve my fault, and explained that it appeared that there was a fault between the Telstra exchange and my house. He did re-write the house for NBN and moved the existing ADSL to another room. The resultant internet connection was actually worse. A Telstra technician then attended my house and confirmed that there was a fault between the Telstra exchange and my house. Caused by recent rain. He also checked the Secure A Com's work and identified two issues. The Double RJ45 Socket fitted by Secure A Com needed a filter to separate the landline and ADSL connections. SECURE A COM stated that they did say filters had to be added. I resolved that by fitting a filter myself, but will also have to do the same for all the phones in my house. I was impressed by Secure A Com's initial response, comminication eg automatically creatinf a diary entry for my calender etc, as well as the technician who attended my house.

Melissa Weir

08:50 01 Nov 19

My Mum and Dad were over the moon with the work Jason did at their home today. The NBN set up wasn't ideal for their telephone requirements, and he sorted it out quickly and efficiently. Jason is friendly, polite, patient and helpful. 100% recommendation.

Antoinette Plater

01:17 29 Oct 19

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Tony Lameri

00:56 14 Oct 19

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stelts

06:33 03 Oct 19

Jason was friendly and extremely professional - he fixed all issues we had after our switch to NBN. Would highly recommend Secure a Com!!

Eleanor Durward

14:22 25 Sep 19

Jason resolved our issue speedily & efficiently. He was friendly, extremely helpful & very patient! We wouldn’t hesitate to recommend him.

William Rea

11:08 06 Sep 19

Jason really knows his stuff. If you have trouble with phone or internet ring secure a com. They will find the problem and tell you the best way to fix it and if it is a network problem or phone company problem and they should fix it. Great work Jason, will use you again if needed. Thanks again Secure A Com.

Matthew Ridolfo

20:45 26 Aug 19

Jason was absolutely brilliant. I told him the issue I was having and he quickly and efficiently told me exactly what the issue was and how to get it remediated via Telstra and NBN. And thanks to his video, there is some great evidence to prove the point. Thanks Jason!

Mick Perkins

07:26 20 Aug 19

Thanks Jason for doing a great job, keep up the good work and Videos .

Nikki Zongas

04:44 17 Jul 19

Jason was AMAZING!! We had so many issues - telephones, NBN, internet & International streaming systems. He FIXED EVERYTHING! He was so kind and patient with my elderly parents. I would recommend Jason and Secure A Com to anyone with tech issues. You are wasting your time & money using anyone else. Thanks Jason.

Boris Shen

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02:56 09 Jul 19

Jason was a great help with a difficult intermittent problem. I appreciated how he clearly explained what he was doing, and further steps to take if the problem persisted. He was also very thorough and took his time to fix properly, unlike the previous 5 NBN technicians we had out.

Ali Beydoun

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Jason provided a fantastic and friendly service, and was able to visit and resolve the phone socket issue at my residence at very short notice. After searching online, I was glad to stumble on Secure A Com, and wouldn’t hesitate recommending them to others. Thank you!

Sam Laverty

10:21 15 May 19

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Sam Laverty

10:01 09 May 19

I've now used Secure A Com twice and would recommend them to anyone. Friendly service and excellent skills. Called on one occasion to advise they were stuck in traffic and were running late. 'It's the small things'. Jason was very knowledgeable and efficient and a good bloke to top it all off. Great company to deal with. Sam

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08:08 01 May 19

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M G

07:15 09 Apr 19

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Gary Schulz

05:44 04 Feb 19

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00:16 17 Jan 19

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00:49 06 Dec 18

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16:32 28 Sep 18

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00:49 24 Sep 18

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01:23 05 Sep 18

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00:59 12 Aug 18

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Jodie Lee

00:16 11 Aug 18

I cannot speak more highly of Secure A Com. We moved into a new house and had huge issues with our new broadband installation. It was installed not only where it was completely inaccessible, but our internet was dropping out constantly and our phones would not work at all. Jason from Secure A Com could not believe where the previous tech had installed the service and not only did he move it for us, he rectified our internet issues and our phone service. He was one of the most accommodating and polite tradespeople I have ever met. A huge thumbs up from me

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22:22 02 Aug 18

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01:40 21 Aug 17

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