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NBN Contractor Incorrectly Diagnoses Fault That Could Have Cost Thousands Of Dollars

In the beachside Sydney suburb of Cronulla, a customer faced a perplexing issue with their NBN connection. Having recently moved from Adelaide, they were eager to get their internet up and running. However, a series of missteps by a NBN Contractor left them in a bind. This case study delves into the details of the situation, the diagnosis, and the solution provided by SECURE A COM, Sydney’s number one choice for NBN fault-finding services.

The Problem

The Customer’s Dilemma

The customer had NBN FTTB, fibre to the basement, with Telstra. An NBN Contractor was called out on a Monday to connect them, but after some poking around, he declared the cables and sockets corroded and left without resolving the issue.

Key Issues Identified

  • Three Sockets: The property had three sockets; one in a room, one in another bedroom, and one in the kitchen.
  • Technician’s Incompetence: The NBN Contractor spent some time but concluded that nothing could be done due to corroded cables.
  • Customer’s Confusion: The customer was advised to get a new cable from the apartment down to the MDF, costing thousands of dollars.

The Solution

SECURE A COM’s Intervention

The customer reached out to SECURE A COM for assistance. The following steps were taken:

  1. Initial Assessment: A detailed conversation with the customer raised suspicions about the NBN Contractor’s diagnosis.
  2. On-Site Inspection: A visit to the property to test the cables and sockets.
  3. Cable Testing: Using a lines test set, the cables were found to be in perfect condition.
  4. MDF Verification: A tone was sent down to the MDF to confirm that the cable was reaching there without any issues.
  5. Socket Inspection: The socket was found to be dusty but not corroded.
  6. Reconnection: The socket was reconnected, and the cables were fixed.


  • No Corroded Cables: The cables were not corroded as initially stated by the technician.
  • False Diagnosis: The NBN Contractor’s assessment was either a lie or a sign of incompetence.
  • Unnecessary Expenses: The customer was saved from spending thousands of dollars on unnecessary cable replacements.

Table: Summary of Findings

SECURE A COM Diagnosis Table
Issue Technician's Diagnosis SECURE A COM's Diagnosis
Corroded CablesYesNo
Need for New CableYesNo
Technician's EffortMinimalThorough
Customer's ExpensesThousands of DollarsMinimal


This case study highlights the importance of expertise and integrity in the telecommunications industry. The customer’s problem was not as complicated as it was made out to be. With the right knowledge and a genuine desire to help, SECURE A COM was able to diagnose and fix the problem in a matter of minutes.

The incident raises serious questions about the quality of service provided by some technicians and emphasizes the need for proper training and accountability.

Why Choose SECURE A COM?

If you’re in Sydney and facing issues with your NBN service, look no further than SECURE A COM. With over 114 5-star reviews on Google, we are the trusted name in NBN fault-finding and repair.

  • Expertise: We fix slow internet, NBN internet dropouts, bridge taps, and more.
  • Cost-Effective: We provide solutions that save you money.
  • Insured & Qualified: We have all the right qualifications to perform our work.

Don’t let a faulty connection disrupt your life. Book our service today or give us a call at 02 9188 1577. We’re here to ensure your connection is as strong and reliable as it should be.

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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