Are You Having Internet Issues?

NBN FTTC Box Light Flashing Red Connected Directly To The Lead in

In the ever-connected world, we live in, reliable internet connectivity is crucial. When that connection fails, a quick and accurate diagnosis is vital. This comprehensive case study dives deep into an intricate problem faced by a customer with an NBN fibre connection to the curb. SECURE A COM, a leading expert in fault detection and repair was called to investigate the matter.

Background of the Problem

The issue began with a week of intermittent internet dropouts and suddenly escalated to a complete loss of connectivity. The customer’s ISP, TPG, suggested that the problem was related to internal cabling. However, an expert investigation by SECURE A COM revealed a more complicated situation.

Stage-by-Stage Analysis

Stage 1: Initial Investigation and Assessment

Symptoms

• Dropouts: The internet started dropping out for no apparent reason.
• Complete Shutdown: A sudden and unexplained complete loss of internet connection.

ISP Diagnosis

• Internal Cabling: TPG initially claimed the issue was related to the internal cabling.

Physical Inspection

• Split Pairs: An observation of split pairs hinted at possible previous problems.

Stage 2: On-Site Technical Inspection

Line Test Set Connection

• Testing: Connected to the cable, the line was switched over to the mega ohms range.
• Findings: There were no fluctuations, proving the line was functioning correctly.

Short Circuit Test

• Objective: To validate the accuracy of the testing device.
• Results: The short circuit test confirmed that the testing device was working fine.

Cable Testing

• Methodology: The cable from the location to the MDF room was tested with an F-set connected to the pairs.
• Outcome: The cables were found to be in optimal condition.

Stage 3: In-depth Examination at the MDF Room

Examination of Connection

• Initial Observations: The connection had been flashing a red link light intermittently.
• Attempts to Connect: Continuous attempts to connect for 10-15 minutes failed.

Socket and Cable Inspection

• Direct Socket Connection: Checked and found to be functioning properly.
• Cable Testing: Black cables were carefully examined, and no faults were detected.
• FTTC Device Testing: The NBN FTTC connection device was not testing, pointing to a potential problem area.

Conclusion: Unravelling the Network Issue

Evidence Gathering

• Comprehensive Analysis: Rigorous testing disproved the initial diagnosis by the ISP.
• Actual Problem: The real issue lies within the network, not the internal cabling.

TPG’s Responsibility

• Misdiagnosis: The initial wrong diagnosis by TPG led the customer to incur unnecessary expenses for the callout.
• Resolution: SECURE A COM called on TPG to address the issue and recommended a 100% refund for the cost of the service call.

Final Reflection and Recommendations

• Expertise Matters: This case highlights the importance of expert analysis in fault-finding and repair.
• Customer Advocacy: Standing up for the customer’s rights, SECURE A COM ensures that responsibility is placed where it belongs.
• A Commitment to Excellence: Our dedication to quality services ensured a correct diagnosis and led to the appropriate recommendations.

Acknowledgment

This case underscores the value of expertise and a thorough understanding of telecommunications and networking. SECURE A COM’s unwavering commitment to excellence and its state-of-the-art diagnostic methods ensured that the real issue was uncovered.

For detailed inquiries, diagnostics, or support related to internet and data cabling, contact us at 02 9188 1577, available Monday to Friday from 7 am to 5 pm. Thank you.