NBN Dropout Issues When It’s Windy or Raining

Overview

Our head technician, Jason, was called out to a job in Loftus to troubleshoot internet connectivity issues for a TPG customer. The customer was experiencing frequent internet dropouts, especially during windy or rainy conditions. They were connected to TPG through NBN’s Fibre to the Curb (FTTC) technology, but their connection would intermittently fail, causing the internet to slow down before eventually coming back online.

Problem Identification

Upon arrival, Jason began by inspecting the customer’s internal cabling. He found that the leading cable coming into the property was an old single-core copper cable, a type often prone to degradation over time. NBN technicians had previously done the right thing by disconnecting old cables going to other sockets, effectively removing any potential bridge taps that could cause interference.

However, the main issue seemed to be with the lead-in cable itself, which was directly connected to the internal white cable running to the customer’s office socket.

Testing and Diagnosis

To diagnose the issue, Jason:

1. Checked Internal Cabling: He verified that the only internal cable in use was the white cable connected to the socket in the customer’s office.
2. Disconnected and Tested Cabling: Jason disconnected the white cable from the scotch locks and ran an insulation resistance test on the blue and white pairs of the cable. The results showed that the internal cable was in perfect condition, with readings well within the specifications, confirming no faults within the customer’s internal setup.
3. Identified the Likely Cause: Since the internal cabling tested perfectly, Jason deduced that the problem most likely lay with the lead in cable coming from the street. The cable was old and susceptible to damage, particularly in adverse weather conditions, which matched the customer’s experience of dropouts during wind and rain.

Solution

Jason concluded that the old leading cable was the root cause of the connectivity issues. He recommended that the customer contact TPG to arrange for a Level 2 technician to test or, more likely, replace the leading cable altogether. The existing cable’s age and condition made it highly susceptible to hairline fractures, which would cause intermittent dropouts, especially in poor weather conditions.

Conclusion

The key takeaway from this case was the importance of checking the condition of all external cables, especially in older installations. While internal cabling often gets the initial focus, external factors such as weather can severely impact older cabling systems. Replacing the leading cable was essential to restoring reliable internet connectivity for the customer.

This case highlights the critical role of thorough testing and inspection in diagnosing and resolving internet dropout issues effectively.

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