NBN Fibre-to-the-Curb (FTTC) Connectivity Issue

Overview

This case study details the troubleshooting process carried out by our lead technician, Jason, for a TPG customer experiencing internet connectivity issues. The customer had been facing intermittent dropouts before the connection completely failed. Despite contacting her Internet Service Provider (ISP), TPG, she was informed that the fault lay within her internal cabling. To resolve this, our team was called in to perform a comprehensive assessment.

Background

The customer had an NBN Fibre-to-the-Curb (FTTC) connection that had been unstable for about a week. The connection eventually stopped working altogether. Upon contacting TPG, they advised the customer that the issue was with her internal wiring and that she would need to get it fixed at her own expense.

The Inspection and Testing Process

Initial Assessment

Upon arriving on-site, Jason first inspected the internal cabling and setup at the customer’s premises. The initial inspection showed no visible issues with the internal wiring; however, there had been previous work done, evidenced by split pairs on the wiring, indicating past issues.

Testing the Internal Cabling

1. Connection and Testing: Jason connected the FTTC connection device directly to the ‘A’ side of the cabling in the Main Distribution Frame (MDF) room, bypassing all internal wiring. Despite this direct connection, the device continued to show the same issue—a flashing red link light, indicating a failure to establish a stable connection.
2. Verification with Line Test Set: To rule out internal cabling issues, Jason used a line test set to measure the continuity and quality of the internal cabling. The readings were stable with no fluctuations, indicating that the internal cabling was functioning correctly.
3. Short Circuit Test: To ensure the testing equipment was accurate, Jason performed a short circuit test. The testing unit registered the short correctly, confirming the equipment was working as expected.

Checking the MDF Room

Jason proceeded to the MDF room, which was cluttered and poorly maintained. He connected his testing device directly to the FTTC connection equipment, bypassing all internal wiring. The device had been connected for approximately 15 minutes but was still unable to establish a stable connection, with the link light repeatedly flashing red.

Jason confirmed that the MDF setup, which included a direct connection to the customer’s line, was also not able to maintain a stable connection. This further proved that the fault was not with the customer’s internal cabling but rather an issue with the network.

Conclusion: Identifying the Real Issue

Through thorough testing and direct connection to the network, Jason conclusively proved that the problem was not with the customer’s internal wiring, contrary to what TPG had suggested. All internal cabling tested perfectly, and the FTTC device consistently failed to connect even when connected directly at the MDF. This was clearly a network issue on TPG’s end, not the customer’s responsibility.

Outcome and Recommendations

• Immediate Action: The customer had unnecessarily incurred the cost of a service call based on incorrect information from TPG.
• Recommendation to TPG: Jason recommended that TPG take immediate steps to address the network issue and provide a full refund to the customer for the service call, as the problem was wrongly attributed to her internal setup.

This case highlights the importance of thorough, on-site testing when diagnosing network issues and serves as a reminder that customer internal cabling should not be the default blame for connectivity issues without proper verification. Need help from an Internet Technician?

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