Internet Connectivity Issues Due to Incorrect NBN Installation

Introduction

This case study explores a frustrating scenario faced by a SECURE A COM customer who experienced severe internet connectivity problems due to incorrect actions taken during her NBN installation. Despite specific instructions and written notes requesting a proper connection to a new MDF and cable, NBN connected her to the outdated infrastructure, resulting in persistent issues. This report outlines the problem, the investigative process, and how the issue was finally resolved.

Background

The customer, a long-term client of SECURE A COM, had an NBN installation completed about eight months before the issues began. Prior to the installation, SECURE A COM conducted a pre-check and installed some necessary cabling within her unit. During the pre-check, two separate MDFs (Main Distribution Frames) were identified, each with leading cables extending to the street pit.

One of the MDFs was connected to an old paper-insulated cable known to have faults, especially in wet conditions. The SECURE A COM technician specifically requested that the customer’s connection be made to the new MDF and the associated new cable, leaving a formal note to NBN about this requirement. Despite these clear instructions, NBN connected the customer to the old MDF and the faulty lead-in cable.

The Issue

Shortly after installation, the customer began experiencing intermittent internet dropouts, particularly during rainy weather. The outdated paper-insulated cable absorbs water, leading to poor performance and connectivity issues. After several rounds of troubleshooting with her ISP, Telstra, the customer was instructed to verify that her internal Ethernet cable was not the cause before NBN would consider sending a technician.

Frustrated with the lack of support, the customer contacted SECURE A COM to investigate the ongoing issues.

Investigation

The SECURE A COM technician conducted a thorough investigation on-site to determine the exact cause of the connectivity problems.

Steps Taken:

1. Testing the Ethernet Cable: The Ethernet cable connecting the FTTC (Fibre to the Curb) connection device to the router’s WAN port was tested with a professional-grade testing device. The results showed no faults, confirming that the Ethernet cable was not the issue.
2. Monitoring Connection Stability: While performing the tests, the internet connection dropped multiple times without any interference, reinforcing the belief that the fault lay outside the customer’s internal setup.
3. Reviewing Internal Cabling: All internal cabling installed during the initial visit, including new ducting and sockets, was verified to be in perfect working condition. There were no faults detected in the insulation or connections.
4. Identifying the Faulty Lead-in Cable: The investigation confirmed that the root of the problem was the old paper-insulated lead-in cable connected to the old MDF, exactly what SECURE A COM had warned about during the initial installation. Water ingress during rainy periods was causing significant degradation in service quality.

Resolution Efforts and Outcome

Despite multiple attempts by the customer to have NBN resolve the issue, including several calls and complaints over three weeks, NBN delayed sending a technician to switch the connection to the correct MDF and new cable. The customer was stuck in a battle, struggling to get NBN to acknowledge and fix the problem that had been pointed out during the initial installation.

Final Fix:

• Over a month later, after persistent follow-ups, NBN finally dispatched a technician who completed the necessary work to switch the connection to the correct, newer MDF and lead-in cable.
• Once connected to the updated infrastructure, the customer’s internet performance drastically improved, with no further dropouts and significantly faster speeds.

Customer Satisfaction:

• The customer is now enjoying a reliable, high-speed internet connection, which is crucial as she works from home.
• However, this issue highlights a critical failure in communication and service from NBN during the installation process, causing unnecessary delays and costs.

Recommendations

1. Adherence to Installation Requests: NBN and ISPs should strictly follow customer-specific instructions and internal notes from professional technicians during installations, especially when infrastructure concerns are raised.
2. Proactive Infrastructure Upgrades: During any installation or upgrade, outdated cabling should be replaced with modern alternatives, particularly when known issues such as water ingress are involved.
3. Improved Customer Support: NBN and ISPs need to provide quicker resolutions and avoid placing the burden of proof on customers, especially when issues are clearly linked to external infrastructure.
4. Refund Customer Expenses: Given the mishandling of the installation and the prolonged effort required to resolve the issue, it is recommended that NBN and Telstra reimburse the customer for the expenses incurred in hiring SECURE A COM to diagnose the problem.

Conclusion

This case underscores the importance of following expert advice and making the correct infrastructure connections during initial installations. The customer’s prolonged struggle with NBN highlights systemic issues in customer service and responsiveness that need addressing. Ultimately, once the connection was moved to the new MDF and cable, the customer’s internet performance dramatically improved, allowing her to work from home without interruptions.

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