NBN FTTC Issues Misdiagnosed as Internal Cabling Fault

The Scenario

A customer with an NBN Fibre to the Curb (FTTC) connection, provided by TPG, experienced persistent internet issues over the past week. Initially, her internet started dropping out intermittently and then completely stopped working. Upon contacting her ISP, TPG, she was informed that the problem was due to a fault in her internal cabling. The customer reached out to SECURE A COM for a professional assessment to resolve the issue.

The Investigation

Our technician arrived on-site to diagnose the problem. The investigation involved testing the internal cabling thoroughly to confirm whether it was the source of the issue, as claimed by the ISP. The testing process was as follows:

1. Initial Cable Inspection: The Internet technician identified a previously repaired section of the internal cabling where the pairs had been split. However, testing indicated that the cabling was functioning correctly.
2. Connection Device Testing: The FTTC connection device was connected directly to the ‘A side’ at the Main Distribution Frame (MDF) room to rule out any issues with the cabling between the MDF and the premises. Despite being directly connected, the device failed to establish a link, evidenced by the red flashing link light.
3. Line Test Set Verification: The technician used a line test set to verify the integrity of the internal cabling. Tests were conducted across various ranges, including the mega-ohms range, to ensure there were no fluctuations or shorts in the cabling. The cabling tested perfectly fine, confirming that the internal wiring was not the problem.
4. End-to-End Connectivity Test: To further confirm connectivity, the technician used an FSET (Frequency Set) connected to the internal pairs, ensuring that signals were reaching the MDF room. The results verified that the internal cabling was continuously intact from the customer’s premises to the MDF.
5. On-Site MDF Inspection: Upon arriving at the MDF room, the technician found a disorganised setup but managed to connect the FTTC connection device directly to the relevant cable pairs. The device continued to exhibit the same red flashing link light, indicating a failure to connect.

Findings

After thorough testing, the results were conclusive: the internal cabling was not the cause of the connectivity issue. The problem persisted when connecting directly at the MDF, a clear indicator that the fault lay beyond the customer’s internal cabling. This confirmed that the issue was on TPG’s network side, not the customer’s responsibility.

Conclusion and Resolution

The detailed investigation by SECURE A COM demonstrated that the customer’s internal cabling was functioning correctly and that the fault was entirely within TPG’s network. Despite this, the customer had been misinformed by her ISP and had incurred unnecessary costs for a service call that could have been avoided.

Recommendations:

• TPG needs to address the fault on their network promptly to restore the customer’s internet service.
• The customer should be reimbursed for the costs incurred during the SECURE A COM service call, as the issue was not within her control.

This case highlights the importance of accurate diagnosis in internet connectivity issues, emphasising that professional on-site evaluations can prevent unnecessary customer expenses and miscommunication with service providers.

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