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Old ADSL Filter Causing NBN To Dropout

In the Sydney suburb of Kellyville, a customer with TPG’s fibre-to-the-node connection was grappling with a persistent and frustrating problem: constant internet dropouts. This case study delves into the intricate process of diagnosing and resolving this issue, highlighting the expertise and commitment of SECURE A COM.

The Challenge

Customer’s Predicament

  • Persistent Dropouts: The customer had been facing up to 10 dropouts a day for the last three years since they had NBN.
  • Previous Attempts to Resolve: TPG’s technician had already visited the site, running tests for an hour but failed to find any problems.
  • Need for Expert Intervention: TPG advised the customer to find a private tech to check the internals, leading to SECURE A COM’s involvement.

Initial Site Inspection

Upon arrival, a thorough inspection was conducted to understand the situation:

  • NBN Box Examination: The NBN box at the side of the house was examined, and the internal cabling was separated using alligator clips.
  • Insulation Resistance Test: Conducted on the mega ohm range, all readings were within specifications, ruling out certain potential issues.

Unravelling the Mystery

Investigating the Cabling

The cabling presented some unusual findings:

  • The direction of Cabling: The customer’s cabling was found to run in two different directions without any visible joints, leading to confusion.
  • Potential Buried Joint: A buried joint between the pits was suspected but not found, adding to the complexity of the diagnosis.

Socket and Router Examination

  • Socket Check: A careful examination of the main socket ensured no discolouration or other visible issues.
  • Router Analysis: The customer’s D-Link router, a high-quality device, was examined, and an intermittent fault was identified.

The Solution

In-Depth Analysis and Testing

A series of tests and analyses were conducted to pinpoint the problem:

  • Line Test Set Analysis: Using line test set number two, the insulation resistance was found to be fine, ruling out certain issues.
  • Cell Tester Reading: An excellent reading with 30 megabits down and 15 up was obtained, indicating a healthy connection at times.
  • Router Restart Observation: The temporary fix of restarting the router pointed towards a potential router issue, but this was the second router used, making it less likely.

Identification of Potential Causes

  • Intermittent Fault: The fault seemed to be intermittent, making it challenging to diagnose.
  • Old Telstra Socket: An old Telstra socket with an ADSL filter was found, which could potentially be part of the problem.

Final Actions and Recommendations

  • Socket Disconnection: The old Telstra socket was disconnected as it was not in use.
  • Network Issue Suspected: After a thorough examination, the problem was suspected to be a network issue, as all other tests were fine.
  • Customer Communication: The findings were communicated to the customer, along with recommendations for further action with their ISP.

Customer Follow-up: A Satisfying Resolution

A few days after our intervention, the customer reached out to us with uplifting news. The constant dropout issues that had been plaguing their internet connection were no longer occurring. This positive development provided valuable insights into the likely cause of the problem.

The Likely Culprit: The Old ADSL Filter

Upon reflection and considering the customer’s feedback, it became increasingly apparent that the old ADSL filter found in one of the sockets was very likely the root cause of the issue. This filter, designed for older technologies, was no longer needed in the customer’s current setup and could have been interfering with the connection.

The Importance of Thorough Inspection

This case underscores the importance of a meticulous and comprehensive inspection. By identifying and disconnecting the old ADSL filter, a seemingly minor and easily overlooked component, we were able to resolve a persistent and frustrating problem that had eluded previous technicians.

Customer Satisfaction and Confidence

The customer’s satisfaction and the resolution of the dropout issues stand as a testament to SECURE A COM’s commitment to excellence and our deep understanding of the telecommunications landscape. It reaffirms our reputation as one of the best NBN fault-finding services, capable of locating and repairing intricate faults within a customer’s private cabling.

Conclusion: Expertise That Delivers

From the initial assessment to the final resolution, this case study illustrates the expertise, diligence, and customer-centric approach that defines SECURE A COM. The successful resolution of the dropout issues, likely due to the old ADSL filter, showcases our ability to diagnose and fix complex problems, ensuring customer satisfaction.

For more information on how we can assist you with your internet, phone, or data cabling needs, or to explore our wide range of services, please contact us at 02 9188 1577.

Jason Kearney

Jason Kearney

Head Internet Technician

Jason Kearney is the Head Technician at SECURE A COM, with qualifications spanning NBN, ADSL, phone, and data cabling. Starting as an electrician, Jason quickly delved into the telecommunications sector, leading crucial projects like the rehabilitation of the Telstra network. With credentials in both managerial and technical aspects, he now specialises in phone line and NBN fault location and repair, serving both homes and businesses with effective and personalised telecommunications solutions

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