INTERNET
FAULT FINDING
Your Connection Has a Fault.
We'll Find It.
Not every internet fault is a slow NBN line. Random dropouts, high latency, packet loss, and freezing streams each point to different fault origins. Our licensed technicians test every layer — hardware, internal wiring, lead-in cable, and the network itself — and pinpoint the exact cause in a single visit.
WHY YOUR INTERNET IS BROKEN —
AND WHY IT'S HARD TO DIAGNOSE
Intermittent faults, variable speeds, and freezing streams each point to different root causes. Here's what we find on the job across Sydney — and why remote ISP diagnostics almost always miss it.
Your Internet Drops Out at Random Times
Speed Tests Give You Different Results Every Time
Streaming, Video Calls and Gaming Keep Freezing
Your ISP Says the Line Is Clean — Nothing Is Wrong
You Can't Tell If It's the Hardware, Wiring, or the Network
WE TEST EVERY
LAYER. WE FIND
THE REAL FAULT.
Every internet fault investigation follows a methodical process. We test hardware, internal wiring, the lead-in cable, and your connection to the network — layer by layer — until the fault is isolated precisely. No guesswork, no assumptions.
WATCH US EXPOSE THE REAL FAULT
These aren't staged demos. Every video is a real Sydney job where we were called in after the ISP said nothing was wrong — and found exactly what they missed. Watch the full diagnostic process, on camera.
FROM FIRST SYMPTOM TO FAULT FOUND
Getting a definitive answer on your internet fault doesn't require weeks of ISP callbacks and guesswork. Here's exactly what happens when you book an internet fault finding visit with Secure A Com — from first contact to fault confirmed and fixed.
Book Your Fault Finding Visit Online
Use our online booking system to choose a time — morning or afternoon, Monday to Friday, with after-hours visits available by request. Describe your fault symptoms when booking — dropouts, freezing, slow speeds, or no connection — and we assign a technician familiar with your connection type. No ISP phone queues, no automated scripts. You'll receive instant email confirmation and a reminder the day before your appointment.
Your Independent Technician Arrives On Time
Your Open Registered Cabler arrives at your booked time — not in a four-hour ISP dispatch window. We are entirely independent of your ISP and NBN Co, which means our diagnosis isn't influenced by anyone's interests but yours. Technicians arrive with photo ID, hold Open Registered Cabler licence A10089 via ASIAL, and carry a fully equipped service vehicle with professional test instruments, repair materials, and replacement components for most common faults.
Full Physical Inspection of All Connection Points
Before any testing instruments are connected, we inspect every physical element of your connection — modem and router hardware, all internal data sockets and splitters, visible cable runs, lead-in cable entry point, and the NBN connection box or DPU. We check for water ingress, corroded terminations, bent connectors, incorrect wiring, and any signs of physical damage that remote diagnostics can never detect. Most faults begin here.
Signal, Latency & Packet Loss Testing
We connect professional test equipment and run a full diagnostic — sync speed, SNR margin, line attenuation, and noise floor measurement on copper connections; optical loss testing on fibre. Then we run extended latency, jitter, and packet loss monitoring over 15 to 30 minutes. This sustained-load testing is the only way to catch intermittent faults — the kind that never appear during a brief ISP remote check but cause real-world dropouts and freezing every day.
Fixed On the Spot — or a Full Diagnostic Report
90% of internet faults we attend are resolved in the same visit. Faulty sockets, bridge tap removal, corroded terminations, damaged lead-in cables, and incorrectly terminated connections are all repaired on-site with a 12-month workmanship guarantee. For faults that originate inside the NBN or HFC network — infrastructure your ISP is responsible for — you leave with a complete diagnostic report, video evidence, and an ISP escalation pack that gives them no room to close the job without acting.
// Ready to get your connection diagnosed?
BOOK YOUR FAULT DIAGNOSIS Same-day and next-day appointments available across SydneyONE PRICE. NO SURPRISES.
No call-out fee separate from the service fee. No hidden charges. You know exactly what you're paying before we arrive — and exactly what you get for it.
GST inclusive. Covers one hour on-site and up to 40km travel from our Sutherland Shire office. Additional time is always disclosed before charges apply. See full terms and conditions →
PRICING FAQ
LICENSED. CERTIFIED. ACCOUNTABLE.
Secure A Com holds every licence and certification required to legally work on NBN and telecommunications infrastructure in Australia. Our master technicians are fully registered with ASIAL, an official national cabling registrar accredited by the Australian Communications and Media Authority (ACMA). When you book with us, you're engaging a properly registered cabler — not an unlicensed contractor. Click any certificate to view it in full.
JASON KEARNEY
Founder Jason Kearney is an Open Registered Cabler with 29 years of industry experience. In 1997, he was a manager for one of the first private contracting companies to work in the Telstra network following privatisation, leading the landmark CAN 2000 Project. Since establishing SECURE A COM in 2008, Jason has provided Sydney with independent, expert fault diagnosis and telecommunications solutions.
WHAT SYDNEY CUSTOMERS SAY
COMPANIES WE'VE WORKED FOR
From national banks to fast food chains — Sydney's biggest organisations trust us with their telecommunications infrastructure.
NBN · Data Cabling · Fibre · WiFi · Network Infrastructure
FAULT FINDING
QUESTIONS
ANSWERED
Common questions from homeowners and business owners before booking an internet fault finding visit. If your question isn't here, call us directly — we'll talk it through.
answered below
Intermittent internet dropouts are usually caused by one of four things: a degraded lead-in cable (often damaged by water ingress or physical impact), a faulty internal wall socket or splitter, bridge taps on your copper pair, or a fault in the NBN or HFC network segment. Less commonly, a failing modem or router can cause periodic disconnections.
ISPs rarely identify intermittent faults because their remote tests only capture your connection state at one moment. An on-site fault-finding visit tests your connection under sustained load — the only reliable way to expose an intermittent fault. Our internet fault finding service uses extended 15–30 minute packet loss and latency monitoring to catch what remote tests miss.
The most reliable method is an on-site diagnostic visit by a licensed technician using professional test instruments. A technician measures ping, packet loss, latency, jitter, sync speed, SNR margin, and line attenuation from your router back through internal cabling, your lead-in cable, and the connection device — identifying exactly which layer of your connection is faulty.
Consumer tools like browser speed tests only measure download bandwidth at a single point in time — they miss most real-world fault causes, particularly intermittent faults, packet loss, and signal quality issues. If your ISP has already closed the job as 'no fault found,' our independent NBN technician service provides the evidence-based second opinion you need.
Common causes include bridge taps (parallel copper connections that inject noise into the line), water ingress in the lead-in cable, corroded Krone terminations at wall sockets, a degraded HFC node, loose or corroded connectors, and high background electrical noise on the copper pair. Weather-related faults — particularly rain ingress — are common in older homes with underground lead-in cables.
Intermittent faults are significantly harder to diagnose than outright failures, which is why professional test equipment and sustained load testing are essential. A 5-minute ISP remote check will never catch a fault that appears under 20 minutes of continuous load. We also test for packet loss and jitter, which degrade real-world connection quality long before a full dropout occurs.
SECURE A COM charges $250 (GST inclusive) for a fault-finding service call. This includes one hour on-site with an Open Registered Cabler, up to 40km travel from our Sutherland Shire office, a full diagnostic including signal testing, packet loss monitoring, and fault isolation, plus a written fault report. Most residential internet faults are diagnosed and resolved within this first hour.
If the fault requires additional time, we advise you before any extra charges apply. There are no call-out fees separate from the service call rate. If your fault originates inside the NBN network, the $250 still covers the full diagnostic and documentation — you leave with everything needed to force ISP action. See our terms and conditions for full pricing details.
90% of internet faults we attend are resolved in the same visit. Faulty sockets, bridge tap removal, corroded terminations, damaged lead-in cables, and incorrectly terminated connections are all repaired on-site. We carry the most common repair materials in our service vehicle — cable, sockets, connectors, and splitters — so most standard repairs don't require a return visit.
If your fault originates inside the NBN or HFC network — something your ISP is responsible for repairing — we can't fix that on the day, but you won't leave empty-handed. You'll receive a complete diagnostic report with video evidence and a ready-to-send ISP escalation pack. See our NBN fault repair service for further repair work after fault finding.
SECURE A COM uses professional-grade test equipment including a VDSL/DSL line tester for sync speed and SNR margin measurement, an F-set network analyser, insulation resistance tester, cable continuity tester, and extended ping and packet loss monitoring tools. On fibre connections we use an optical power meter to measure signal levels and loss.
This is fundamentally different from a consumer speed test, which only measures download bandwidth at a single moment and misses the most common causes of internet instability — packet loss, high jitter, SNR degradation, and intermittent line faults. Our approach is to run tests over time under sustained load, which is the only reliable method for catching faults that self-resolve within minutes. If WiFi coverage is a separate concern after the line is confirmed clean, we can also assess that as part of our WiFi solutions service.
This is exactly what a fault-finding service determines. Through systematic testing — starting at your router and working outward through internal cabling, wall sockets, lead-in cable, and the connection device — we identify precisely which layer the fault sits in. The result is unambiguous: either the fault is in your premises (and we repair it), or it's in the network (and we document it for ISP escalation).
In approximately 80% of the fault-finding visits we attend, the primary cause is in the premises' internal wiring or lead-in cable — not the NBN network. If your building is an apartment with a Main Distribution Frame, we can also access the comms room and resolve MDF jumpering issues that standard ISP processes never investigate.
Most fault-finding visits are completed within 45 to 60 minutes. Straightforward faults — a damaged socket, a bridge tap, a faulty splitter, or a loose termination — are found and fixed within that window. More complex faults involving multiple data points, extended cable runs, or sustained intermittent testing may take up to 90 minutes.
The $250 service call includes one full hour on-site. If additional time is required, we'll advise you before continuing — you'll never be charged extra without prior notice. We also run packet loss and latency tests over a 15–30 minute window as standard, so the visit always accounts for the time needed to catch intermittent faults. Book online to check current availability in your area.
YOUR INTERNET HAS A FAULT.
LET'S FIND IT TODAY.
Slow speeds, random dropouts, freezing video calls — we diagnose every layer of your connection. Open Registered Cabler. Independent. No ISP bias.
Mon–Fri · After-hours by request · Sydney-wide coverage