Independent internet technician · Not NBN Co, not an ISP
Internet technician in Parramatta and the Hills, for the cable, the granny flat and the fault in between.
The internet barely works, the flat out the back has none, or the new house is finished with no cable in from the street. We work out what's yours to fix and what's the network's, fix your side, and put the rest in writing. $250 inc. GST service call, first hour on site and travel up to 40 km included.
Book a technicianContact us Play the 1 min SECURE A COM film (opens in a new tab)
Trusted by 1,000+ businesses
- 40% of known connections here are HFC, the highest share of any area From our Parramatta and Hills call records ›
- 23% of enquiries here were for a cable from the street, the top reason From our Parramatta and Hills call records ›
- 30% of the properties we know are granny flats or new builds From our Parramatta and Hills call records ›
- 39% of faults here that pointed one way pointed to the network From our Parramatta and Hills call records ›
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Maria Gonzalez
★★★★★Great and fast service from Jason. Highly recommended
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Leo Murray
★★★★★Jason did an amazing job troubleshooting my home internet, efficient and professional. If you’re having any internet issues, then I highly recommend
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Lawrie Fraser
★★★★★I would recommend secure a com. They were really helpful and efficient. They got all phone ports working with the NBN connection - which telstra wouldn't!
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Patrick Fiddler
★★★★★Jason was extremely helpfull. He is experienced and friendly and meticulous in tracking down the cause of the problem. I would happily recommend him to anyone with internet or data cabling issues. Patrick
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Kerry Els
★★★★★I am so impressed with Secure A Com. After dealing with my service provider for weeks & weeks & still getting no where, it was such a pleasant experience to work with Secure A Com. I was able to book in a day & time that suited me, the technician arrived on time and the issue was sorted quickly and easily without any fuss. Highly recommended.
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Akash Banerjee
★★★★★I was without internet for last 3 weeks. Before coming Jason gave me a courtesy call which showed me how professional he is. When he came in the first thing he said was "Dont worry ill fix your internet". He did his best to identify the issue and guided me through everything he was doing. Very professional and at last fixed the issue. Charged me very reasonably as he came from Sydney to Campbelltown to fix this issue. Liked him a lot, I wish I would have given him a call sooner. Thanks Jason
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Asia Lenard
★★★★★Jason from Secure A Com was amazing. After weeks of being screwed around by telcos, he came the day after I called and was able to identify the fault right away. He definitely knew his stuff.
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Paul Stein
★★★★★Great Service! We couldn't be happier with how our office relocation went. We have over 20 workstations, the boys from SECURE A COM wired our new office for phones and data. They even went to our old locations removed all the rack equipment and installed at our new Epping office. Completed the project on time and at a very reasonable price. What more could you ask for.
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Sound familiar?
In Parramatta and the Hills, which part between the street and the modem has failed?
Nearly a quarter of the calls from around Parramatta and the Hills are about getting a cable to the building at all, before anything has even broken.
Independent of the provider and NBN, we split the job into your part and the network's, whether it's a fault on a working line or a connection that never arrived.
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Around Parramatta and the Hills, HFC is the connection we hear about most. About four in ten arrive on the pay TV cable network: a coaxial cable to a box on the outside wall, then a second cable inside to the NBN box. That gives a clean way to split a fault. Test at the outside box, and the reading says whether the trouble is in the house or on the street side of it.
A lot of the calls are about new connections. Nearly one enquiry in four is about getting a cable from the street to the building at all, and three in ten of the ones where we know the property are granny flats and new builds. A granny flat is its own question: whether it can have a connection of its own depends on how its address is registered, so the choice is usually between a cable from the house and a second lead-in.
The Hills has a pattern of its own. Castle Hill and Baulkham Hills send us more enquiries than any suburb here except Parramatta itself, and Castle Hill more booked jobs than any. Most of the Hills properties we hear from are houses, some on blocks deep enough that the phone or NBN cable comes in from the street by way of a private pole: one comes up in four of the sixteen Hills jobs we booked. Fibre to the premises is the connection we hear about most up there, ahead of HFC.
Where a call from here pointed to one side of the boundary, it was the property 34 times and the network 22.
Free advice
Try these before booking in Parramatta or the Hills
No cost, no visit. They’re what we’d run through with you on the phone first.
Keep this list handy
Get all seven checks as a one-page PDF for the next time your provider says it's not them.
Send me the free guide- Plug a laptop straight into the router with a cable. Run a speed test while the problem is happening. Fast on the cable and slow on wifi: it is the wifi, and the WiFi Technician page is the one you want. Slow, or dropping out, on the cable too: keep reading, it is the connection.
- Look at the lights on the box on the wall. The NBN box, sometimes called the NTD, tells you which part of the connection is alive. Only the power light on is not a wiring problem in the house. What the lights on the NBN box mean explains each one.
- Reset the box and the router properly, once. Hold the reset on the box until every light flashes, then let it come back. Router off for thirty seconds, then on; if it was ever factory reset, it needs its settings put back before it will connect.
- Ask next door. If the neighbours are down too, it is the street, not your house, and nothing inside will fix it. Ring your provider and wait for them.
- If your provider says it is your wiring, ask for that in writing. Then ring us. If our testing shows the fault is not in your house, the full escalation report is what you send them.
- In a unit, ask your provider for your cable pair details first. They save an hour at the MDF, the frame in the basement where the street cables meet the building’s, and they tell us which pair is yours.
- If an NBN technician is already booked, let them come first. They test to the boundary at no charge. If they say it is not theirs, that is when to book us.
Recognise it?
Dead, cut or dropping out: Parramatta and Hills faults from the inside
Barely usable, then not at all.
No connection at all is what Parramatta and Hills fault callers describe most, 16 of 61. On HFC, the reading at the box on the outside wall says straight away whether the street or the house has it.
Usually points to: the outside box's reading: street side or house side.
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Pages that won't load, then nothing on any device. A Merrylands townhouse on HFC rang in 2020 with a connection so poor a basic web page wouldn't open, and the plan was to disconnect the inside cabling and test at the outside box.
HFC arrives as a coaxial cable to a box on the outside wall, then a second cable runs in to the NBN box. With the inside disconnected, a good reading at the outside box clears the street and points indoors; a bad one sends it to the network, in writing. On fibre to the premises, the next most common connection here, the NBN box's own lights do the same job.
What it usually points to. Bad at the outside box: the street side. Good there, dead inside: the indoor cable, the NBN box or the modem.
The cable to the house is cut, or broken somewhere along a long run.
A cut or damaged cable came up in 8 of the 61 fault descriptions here, the highest share of any area. On a deep Hills block the run can be a hundred metres, sometimes by way of private poles.
Usually points to: the run from the street, and who owns each part of it.
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No service after digging, a cable hanging between poles, or a fault someone has measured part way along. In Kenthurst in 2019 the phone cable ran about 100 metres from the street by way of two private poles, and the customer had been told of a break 67 metres along.
A private pole and the cable on it belong to the property, so a break there is the owner's to fix, and the plan in Kenthurst was a new two-pair cable for the whole run. Up to the boundary a damaged cable is NBN's and goes to your provider; past it, it's replaced.
What it usually points to. Damage on the street side of the boundary: NBN's. On private poles or the property's run: replaced.
In and out, with no pattern you can see.
Seven of the 61 fault callers here described drop-outs. On HFC, look outside first for a fitting that's loose or corroded; on fibre, at the lead into the NBN box or the cabling after it.
Usually points to: a fitting outside on HFC, the cabling after the box on fibre.
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The connection drops, comes back, drops again, and the provider's check finds nothing because it's working by the time they look.
Logging the drop-outs on a laptop cabled to the NBN box tells the house apart from the line, once the laptop is online there: a box still locked to the old router needs the provider to clear it first. On HFC, the next check is the box and isolator outside and the fittings on the coax. On fibre to the premises, the fine fibre lead that plugs into the NBN box, then the cabling the house uses after it.
What it usually points to. HFC: the outside box, the isolator or a fitting. Fibre: the box's lead or the house cabling.
The landline ended up in the wrong room, or stopped working.
Landlines are behind 33 of the 199 enquiries here, level with fault hunts. Since the NBN the phone plugs into the modem, so it lives wherever the modem was put unless the house is wired back to it.
Usually points to: where the modem sits, and whether the sockets are wired to it.
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A phone that only works in one spot, a dead extension, or a crackle. Four fault callers here described a dead or noisy line.
The landline now plugs into the modem's phone port. If the NBN box and modem went in the lounge and the phone is wanted in the study, either the phone moves, the box moves, or the study socket is wired back to the modem. A noisy line on an older copper service is a line fault, tested back to the boundary.
What it usually points to. Works in one spot only: wiring back to the modem. Noise or no tone: the line.
The usual suspects
What a Parramatta or Hills fault usually comes down to
The pay TV cable network is the connection we hear about most here. That gives a clean way to split a fault: test at the outside box, and the reading says which side it’s on.
- The outside box on HFC.
The isolator or a fitting where the street's coax meets the house wall.
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HFC is 38 of the 96 connections we know here. Its weak point is often the box on the outside wall: an isolator hit by a surge, a corroded fitting, a connector half done up. A reading there, with the house disconnected, settles which side has the fault.
- No cable in from the street yet.
A finished house, or a new flat, with no lead-in from the pit at all.
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Getting a cable from the street is the commonest request here, 45 of 199, and three in ten of the properties we know are granny flats or new builds. A conduit from the pit means the cable can be drawn in; no conduit means digging. Either way it’s quoted from photos first.
- A long run on private poles.
On deeper Hills blocks, a cable on private poles that the property owns.
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In the Hills, a private pole came up in four of the sixteen booked jobs. The cable on it is the property’s, and so is a break along it, as in the Kenthurst call: about 100 metres from the street, a break reported 67 metres along. The plan there was a new two-pair cable for the whole run.
- The granny flat link.
A flat with no service of its own, fed from the house or waiting on a second connection.
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Granny flats are 25 of the 151 properties we can place here. The flat either takes a cable from the main house or gets a connection of its own, and the address registration decides whether the second is possible. A conduit already between the buildings makes the first straightforward.
- The box in the wrong room.
The NBN box and modem went in the lounge; the internet's wanted in the study.
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Moving the NBN box came up in 17 enquiries here. In the Castle Hill call the box and modem were in the lounge, the study was the room that needed them, and the house sat on a slab with no way under the floor, so the expected route was through the garage ceiling and along the outside wall. It’s quoted from photos.
- Home wiring hubs in newer houses.
A built-in wiring panel the line runs through, quietly cutting the speed.
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Newer houses can have the phone line running through a home wiring hub before it reaches the modem. In the Kellyville video below, the hub was halving the speed until it was bypassed. With twenty new builds among the properties we know here, it’s worth checking before anyone blames the line.
- Old copper on the node and curb services.
On fibre to the node or the curb, joints and extensions on the copper.
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Fibre to the node and fibre to the curb are 18 of the 96 connections we know here. Both depend on copper for the last stretch, where an old extension socket or a tired joint costs speed. They’re found with everything else disconnected, and taken off the line.
- The modem itself.
Wrong port, wiped settings, or old age. Checked on a cable before anything's bought.
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Seven of the 88 calls here with a fault side recorded put it on the equipment. A laptop on a cable straight into the NBN box takes the modem out of the picture, and the result says whether to replace it or simply set it up properly.
Coax homes
On HFC in Parramatta, one reading at the wall box splits the fault
Four in ten connections we know here are HFC, more than any other area. That helps in a fault: the street's coax stops at a box on your wall, and what we read there decides whose problem it is.
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Thirty-eight of the 96 connections we can name here are HFC. A coaxial cable comes from the street to a box and isolator fixed outside, and another runs indoors to the NBN box. That gives two clean test points: the outside box, and the NBN box itself.
The Merrylands call shows how it’s used. A townhouse so slow a basic web page wouldn’t load; the plan was to disconnect the inside cabling and read the signal at the outside box. A good reading there means the house has the fault, and a bad one means the street does, with the reading going to your provider in writing.
Deep blocks
In the Hills, long runs, private poles and fibre to the premises
The Hills is its own picture: mostly houses, fibre to the premises ahead of HFC, and on the bigger blocks a cable that reaches the house by way of private poles. A break on a private run is the owner's to fix, not the network's.
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Seventy of the 199 enquiries came from the Hills. Of the 44 Hills connections we know, 17 are fibre to the premises and 12 HFC, and 32 of the 53 Hills properties we can place are houses. Castle Hill sends more booked jobs than any suburb on this page, seven.
A private pole came up in four of the sixteen Hills jobs we booked: Castle Hill twice, Kenthurst and Baulkham Hills. The pole and the cable on it are the property’s, so a fault there is quoted and fixed on the owner’s side of the boundary, as was planned in Kenthurst, where about 100 metres of cable ran via two private poles.
How it works
Outside box, inside wiring: a Parramatta and Hills visit in four steps
Each visit ends with something in writing. We test right up to the network boundary, then stop, because NBN owns everything beyond it and we’re not NBN. Around Parramatta and the Hills that boundary is usually the NBN box, on HFC or fibre to the premises.
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Read the signal at the wall box.
On HFC, at the box and isolator outside with the house disconnected; on fibre, at the NBN box. That one reading says whether the street or the house has the fault.
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Strip the house back.
The inside cable, any splitter, the wiring hub if the house has one, and the modem taken out one at a time, with a laptop on a cable standing in for the modem.
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Walk the run.
If the house is clean, the cable from the street is next: the conduit, the pit, and on a big block the private poles, until the break or the weak point is marked.
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Put it right, or put it in writing.
The property's part is fixed on the visit where the first hour reaches. The network's goes to your provider in writing.
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A fitting replaced, a hub bypassed, a socket rewired or the modem configured, during the visit if the first hour reaches; a new cable or a box move is quoted. The network's part is written up for your provider, and the full escalation report has photos and video if it's needed. We can't make anyone fix their side, but if you want us with you all the way, we do everything in our power to get you a result.
Written by customers on Google. None are paid for, and every word here is theirs.
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Reviews
What people say after the job.
“Jason has wealth of knowledge and he understands the frustrations of both residential and business users. He knows the network inside out, thats why I refer my clients with network issues to Jason.”
A real job from the field
Kellyville, NSW · FTTN · Filmed on site, 2 min
A plan worth 50, getting 18. The wiring hub was halving it.
A Kellyville house on fibre to the node was getting 18 megabits on a plan worth about 50. On the cable coming in, ahead of the house's wiring hub, the line tested at about 40. With the hub bypassed and a socket fitted straight to the cable, the speed more than doubled.
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Kellyville, fibre to the node. The plan should have given about 50 megabits down. The customer was getting 18.2.
The house had a home wiring hub, a panel built into newer houses that the phone line runs through on its way to the modem, about four years old. Tested straight on the cable coming in from the lead-in box, before the hub, the line gave about 40 down and 18 up. So the line was fine, and something in the hub’s circuitry was cutting the speed.
The hub was bypassed: a data socket fitted directly onto the incoming cable, and the modem plugged into that. Through the new socket the speed more than doubled, and the customer’s wifi tested at about 41 afterwards. Whether the hub was still under warranty was left to check. The fault was in the house’s own equipment, on the property’s side of the boundary.
Real calls
Jobs booked from Parramatta and the Hills.
Three calls from Merrylands, Castle Hill and Kenthurst: what the customer told us, and what we expected to find before anyone drove out.
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From our call records, with names and addresses left out: what the customer told us when they rang, and what we expected to find before anyone drove out.
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Merrylands, 2020
A connection too slow to load a web page.
A townhouse on HFC. The plan was to disconnect the cabling inside and test at the box on the outside wall. If the speed is right there, the fault is in the house; if it is not, it is the network's, and the reading goes in the report.
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Castle Hill, 2020
The NBN box in the lounge room, wanted in the study.
A house on HFC, built on a concrete slab, so there was no way under the floor. The route we expected to use went up through the garage ceiling and along the outside wall to the study.
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Kenthurst, 2019
A phone cable broken somewhere along 100 metres.
A house set well back from the road, with the phone cable coming in by way of two private poles. The customer had been told the break was about 67 metres along it. The plan was to replace the whole single run with a new two-pair cable.
Price
What does an internet technician cost in Parramatta and the Hills?
$250 inc. GST
What's included
- First hour on site
- Travel up to 40 km
- Testing and diagnosis
- Free basic report by email
- Free speed test on the day
- 90-day warranty on the fix
Free Spaces account with every job, if you want one. What's Spaces?
Extra, only if you need it: more time on site, travel past 40 km, parts, and the $55 and $185 reports.
On HFC a single reading can settle whose fault it is, and that reading is part of what the fee buys. It's payable either way, because the answer is the job.
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Past the first hour, our hourly rate applies, and you are told before it starts.
We are a specialised service, so we may not be local to you. If you are outside Sydney or more than 40 km from our office, we can still come to you, but the extra travel means an extra travel charge. All travel charges are set out in our terms and conditions.
Fault work is diagnostic. You are paying for the testing and the answer, not for a repair that may not be needed, so the fee is payable whether the fault is inside the premises or on the network side.
What you get in writing
| Report | Price | What it contains |
|---|---|---|
| Basic report | Free | A short written summary by email: what we tested, what we found, and whose side of the boundary it is on. |
| Standard report | $55 | A detailed PDF with the findings, the test results and our recommendations. No photos or video. |
| Escalation report | $185 | Everything in the standard report, plus photos and video of the testing. The report for proving the fault is on NBN's side: written for escalation to your provider or the carrier, a refund claim, or a TIO complaint. |
Trusted on site by
Commercial fault and cabling work, done by the same technician who comes to your house.
Local picture
Why Parramatta and the Hills ring us, and where each job begins
Getting a cable in from the street is the commonest request, 45 of 199. Landlines and fault hunts come next, 33 apiece.
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From 199 enquiries from Parramatta, the Hills and the suburbs around them in our call records, 2015 to 2026. We know the kind of NBN connection on 96 of them and the kind of property on 151.
- Four in ten of the connections we can name here are HFC, the pay TV cable network: 38 of 96. None of the other six areas has a higher share.
- Nearly one in four enquiries is someone needing a cable brought in from the street, which is what this area rings about most.
- Three in ten of the properties we can place are a granny flat or a new build: 25 flats and 20 builds, of 151.
- Seven of the jobs booked from here were in Castle Hill, more than in any other suburb on this page.
The 96 connections, by kind: HFC 38, fibre to the premises 25, fibre to the node 10, ADSL still in use 10, fibre to the curb 8, fibre to the building 4, fixed wireless 1.
The 151 properties: 69 houses, 25 granny flats, 20 new builds, 17 businesses, 14 units and 6 townhouses.
How people found us, on the 54 enquiries that say: our website 14, Google 12, our YouTube videos 11, and 13 were returning customers.
In the Hills on its own the mix turns over: fibre to the premises is ahead of the pay TV cable, 17 against 12 of the 44 connections we know there, and 32 of the 53 properties are houses.
| Parramatta and Hills enquiries | What the caller needs | Where the job begins | |
|---|---|---|---|
| A cable from the street | 45 of 199, the top request. | A new house or flat with no lead-in, a cut cable, or a run on private poles; 8 fault descriptions mentioned a cut or damaged cable. | Whether a conduit runs from the pit, then the route and the quote. |
| A landline | 33 of 199. | A landline at the heart of the call. | The modem's phone port, the extensions, then the copper to the boundary. |
| Finding an internet fault | 33 of 199. | Of 61 who described a fault: dead for 16, a cut cable for 8, drop-outs for 7. | The outside box on HFC or the NBN box on fibre, with the house disconnected. |
| Data cabling | 20 of 199. | A cable run indoors. | Quoted by the route and the number of points. |
| Moving the NBN box | 17 of 199. | The box and modem in one room, the internet needed in another. | Photos of both rooms and the way between, then a quote. |
SourcesHide sources
Sources: our own call records, 2015 to 2026: 199 enquiries from Parramatta, the Hills and the suburbs around them, each with a reason; 61 fault callers described what was wrong. Our own fees and reports are in our terms and conditions.
Whoever your provider is, the answer is the same.
Where we go
Suburbs we cover in Parramatta and the Hills.
Every suburb we cover in Parramatta and the Hills, from Annangrove to Winston Hills, with the ones that ring most named underneath.
- Annangrove
- Baulkham Hills
- Beaumont Hills
- Bella Vista
- Box Hill
- Camellia
- Carlingford
- Castle Hill
- Constitution Hill
- Dundas
- Dundas Valley
- Dural
- Epping
- Ermington
- Gables
- Girraween
- Glenhaven
- Glenorie
- Granville
- Greystanes
- Guildford
- Harris Park
- Holroyd
- Kellyville
- Kenthurst
- Mays Hill
- Melrose Park
- Merrylands
- Merrylands West
- Middle Dural
- Nelson
- Newington
- North Kellyville
- North Parramatta
- North Rocks
- Northmead
- Norwest
- Oatlands
- Old Toongabbie
- Parramatta
- Pendle Hill
- Rosehill
- Rouse Hill
- Rydalmere
- Silverwater
- South Granville
- South Wentworthville
- Sydney Olympic Park
- Telopea
- Toongabbie
- Wentworth Point
- Wentworthville
- West Pennant Hills
- Westmead
- Winston Hills
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The enquiries come from thirty-eight suburbs. Parramatta itself leads with 32, then Castle Hill (19), Baulkham Hills (17), Epping (13), Kellyville (10) and Guildford (10). Seventy of the 199 enquiries came from the Hills.
Travel
Getting to you in Parramatta and the Hills.
The service call includes travel up to 40 km from our Sutherland Shire office. Further out, we still come, and the extra travel is charged.
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The service call includes travel up to 40 km, measured one way from our Sutherland Shire office. Further afield by arrangement, travel charges in our terms.
Any travel charge is confirmed before you book, and the pricing page sets the charges out in full.
Asked locally
Questions from Parramatta and the Hills
Something not covered? Call 02 9188 1577 and ask, or send it through the contact form and you get the answer in writing.
Can a granny flat in Parramatta or the Hills have its own NBN connection?
Sometimes. It depends on how the flat's address is registered, and that is the first thing to find out. Of the 151 properties we can place here, 25 are granny flats. If the flat cannot have a connection of its own, the usual answer is a cable from the main house.
The house is finished and there is no NBN cable from the street. What happens now?
A cable has to get from the street to the house first, and that is the most common call we get from Parramatta and the Hills: 45 of 199 enquiries. The first step is finding out whether a conduit already runs from the street pit to the house, because that decides whether a cable is pulled through or a trench is dug. It is quoted work, and photos are enough to start.
I am on HFC in Parramatta and it is slow. Where is the fault likely to be?
It could be either side, and HFC gives a clean place to test. The cable from the street ends at a box on the outside wall, so a reading taken there says whether the trouble is in the house or on the street side. HFC is 38 of the 96 connections we can name here.
We're in the Hills and the cable runs over private poles. Is that ours?
The poles and the cable on them are the property's. A private pole came up in four of the sixteen Hills jobs we booked. A break along that run is quoted and fixed on your side of the boundary; anything before the boundary belongs to NBN and is raised through your provider.
Our newer house has a wiring panel. Could that be slowing the internet?
It can. Some newer houses send the phone line through a home wiring hub before the modem, and in the Kellyville job on this page the hub was halving the speed until it was bypassed. A test on the incoming cable, before the hub, shows whether it's to blame.
Can the NBN box be moved to a different room?
It can be moved, or the room you want can be cabled back to it, and either is quoted from photos showing the box, the spot you want it and what's in between. Moving the box came up in 17 enquiries here. On a slab, as in the Castle Hill call, the route goes through the ceiling or along the outside wall rather than under the floor.
Dig deeper
Guides for what we see here
5 guides
- 23Oct
Guide
What Is HFC? NBN Hybrid Fibre Coaxial Explained
NBN HFC (hybrid fibre coaxial) explained: how it works, what the HFC box and the isolator do, why it drops out, and what to check before you ring anyone.
Read the guide › - 15Sept
Guide
Granny flat NBN: your own service, or share the house's?
Can a granny flat have its own NBN? How your provider gets the flat onto nbn, sharing the house's service over a cable, and what to lay before the slab.
Read the guide › - 15Aug
Guide
Sharing NBN With a Granny Flat: A Cable From the Main House
How to share the main house's NBN with a granny flat: one data cable through a conduit across the yard, the box at the flat, the router, and when to share.
Read the guide › - 23Aug
Guide
Which NBN Connection Is Best, and Which Do You Have?
Which NBN connection is best? FTTP, HFC, FTTC, FTTB and FTTN compared: how to tell which one your home has, what it means, and whether you can upgrade.
Read the guide › - 20Aug
Guide
NBN Box Lights Explained: Flashing Blue, Red or Clicking
What the lights on your NBN box mean on fibre, HFC and fibre to the curb: why it clicks, flashes blue or shows red, and what to do before you ring anyone.
Read the guide ›
Internet Technician, Parramatta and the Hills
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