NBN FTTB Bridge Tap and Short Circuit Fault Stops Internet

Introduction

When a seemingly simple call regarding an internet fault turns into a complex repair mission, it emphasises the importance of expertise, diligence, and patience in the telecommunications industry. This case study highlights the multiple layers of challenges faced by our team at SECURE A COM and how we navigated through intricate problems to restore the Customer’s internet service with Tangerine.

Customer Profile

• Name:  Eliza
• Location: Chiswick, NSW
• ISP: Tangerine

The Customer recently moved into their flat and found themselves facing an unexpected internet service disruption. A prompt response and a comprehensive analysis were required to restore the service.

Initial Diagnosis

Upon receiving the call from the Customer, the situation appeared to be a standard MDF jumpering issue. It required immediate attention, but little did we know that this was just the tip of the iceberg.

Site Visit and Investigation

Finding the Bridge Tap

Our initial findings revealed an incompatible bridge tap with the fibre-to-the-building (NBN FTTB) setup. This obstacle was promptly removed, but it was just the beginning of the challenges ahead.

Pair Swapping and Tone Detection

• Identifying the Short Circuit: The first pair of cables leading to the IDF underneath the building had a short circuit, mandating a swap to pair #2.
• Getting the Tone to the IDF: Through expert knowledge and execution, we managed to get a tone to the IDF, which was crucial for the next steps.

Issues with IDF to MDF Cable

• Challenges with the Cable: The complex cable system between the IDF and the MDF presented further complications.
• Detecting Cut-Over and Open Circuits: The unexpected arrival of the tone at the MDF on a different number signalled a cut-over, with additional open circuits inside the cable.

Action Taken

Detailed Measures

• Removal of Bridge Tap: A crucial step to ensure system compatibility.
• Swapping to a Functional Pair: Critical for restoring the connection.
• Correcting Cable Assignments: This included adjustments from the socket to the IDF and from the IDF to the MDF.
• Communication with Building Management: We clarified the situation and provided evidence to ensure transparency.

Costs and Reimbursement

The building’s management should cover the costs as it was a systemic issue rather than a user-related problem. Full documentation ensured that the Customer would be reimbursed for the expenses incurred during the service call.

Conclusion: Lessons Learned and Reflection

This case study provided an illuminating experience, emphasising the complexity that can lie behind seemingly simple faults. It was a journey from initial diagnosis to execution, filled with unexpected turns.

The resolution of this issue has not only ensured the Customer’s satisfaction but has also highlighted the need for comprehensive maintenance and perhaps an overhaul of the existing cabling system within the complex.

At SECURE A COM, we take pride in our ability to navigate complex challenges and deliver solutions that exceed expectations. With our hands-on experience and deep understanding of telecommunications, we are committed to providing top-tier services to our customers.

For expert assistance with your phone, internet, or data cabling needs, don’t hesitate to reach out to us at SECURE A COM on 02 9188 1577. We are here to serve you, ensuring smooth connections and optimal performance. Need a tech? Book your service here.