NBN FTTC Telstra Customer In Kurnell Faulty Lead-In Cable

Overview

A customer recently moved into a new property and connected their router, but couldn’t get any internet service. They contacted their Internet Service Provider (ISP), Telstra, who assured them there was no issue on their end and suggested the problem was within the property. SECURE A COM was called in to investigate and resolve the issue.

Problem Identification

Upon arrival, our technician, Jason, inspected the setup. The main socket was located in the kitchen, with a yellow cable running from it to another socket. There was also a leading black cable connected, which extended downstairs to a Telstra box connected to the pit in the street.

Initial testing showed that the internal cabling was functional; however, there were signs of previous work done, as indicated by the presence of green scotch locks, suggesting that someone had already attempted a fix.

Diagnostic Process

Jason used a toner to trace the connectivity and verify the integrity of the cabling system:

1. Tone Testing: He placed a tone on the cables to ensure signals were travelling correctly through the network, confirming that the cables were physically connected and operational.
2. Line Testing: Using a line test set, Jason checked the continuity and insulation of the cables. He connected the A and B lines to the red and black cables going down to the test set and switched the device to the mega-ohms range. The readings were perfect, confirming no faults in the internal cabling.
3. Short Circuit Test: To further ensure accuracy, Jason introduced a short circuit to test the response of the testing equipment, which confirmed that the test set was functioning correctly. The readings showed no abnormalities, indicating the internal network was clear of faults.

Findings

The diagnostics revealed that the issue was not within the customer’s internal setup. Instead, the problem originated from Telstra’s infrastructure, specifically their lead-in cable connected to the Telstra box outside the house. This external component was Telstra’s responsibility, not the customer’s.

Resolution

With the internal network testing clear and the fault traced back to Telstra’s external lead-in cable, Jason concluded that:

• The customer’s internal cabling was not at fault.
• The issue lay with Telstra’s equipment, specifically the external connection leading to the street.

Jason advised the customer to contact Telstra and request a technician to address the external cabling issue, as this was not within the customer’s domain of responsibility.

Conclusion

This case highlights the importance of thorough testing and diagnostics in resolving network issues. Even when an ISP claims no fault on its end, proper on-site verification can reveal hidden problems. By systematically testing each component, SECURE A COM was able to pinpoint the exact cause and direct the responsibility back to the ISP, ensuring a clear path to resolution for the customer.

This approach not only saved the customer unnecessary costs but also ensured the problem was correctly identified and could be promptly addressed by the responsible party.

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