Fixing a Disconnected TV Service After NBN HFC Installation

Overview

Recently, SECURE A COM was called out to a job in Paddington for a customer who had switched to NBN HFC (Hybrid Fibre Coaxial) but lost access to her free-to-air TV channels through Foxtel. The issue began when an NBN technician visited the customer’s home to set up her new internet connection. However, during the installation, the technician inadvertently disconnected her Foxtel service, leaving her without free-to-air TV. Both NBN and Foxtel declined to take responsibility for the problem, leaving the customer to find a solution on her own.

The Problem

The customer had switched to NBN HFC and had a technician out to install the service. During the process, the technician disconnected the Foxtel connection, resulting in the loss of free-to-air TV channels. Despite multiple attempts to resolve the issue with NBN and Foxtel, both companies refused to acknowledge the problem or offer a solution.

The technician had left the job hurriedly, leaving cables disconnected and telling the customer she “didn’t need this cord.” He also left no notes explaining what had been done or how the services had been altered. As a result, the customer was left with a service she had paid for but could no longer use.

The Solution

SECURE A COM’s head technician, Jason, was called in to investigate and resolve the issue. Upon inspection, Jason found that the technician had partially connected the system but left key connections undone. The setup was straightforward but required reconnecting a few cables with a splitter to ensure the free-to-air TV worked alongside the NBN service.

Jason quickly identified the disconnected cables, installed a splitter, and reconnected the necessary cords, restoring the customer’s Foxtel and free-to-air TV services. What took the previous technician less than a minute to disconnect, Jason fixed in about 30 seconds, restoring full functionality to the customer’s setup.

Conclusion

This case highlights the importance of thorough and careful work when handling home installations, especially when dealing with essential services like internet and television. The initial technician’s hasty approach and lack of proper reconnections left the customer frustrated and without a vital service she relied on.

SECURE A COM not only resolved the issue but also provided a report to the customer so she could seek reimbursement for the unnecessary service call. If you’re experiencing issues with your NBN service, cabling, or any related setups, it’s crucial to work with a professional who will ensure everything is connected correctly and functioning as it should.

Need Help with Your NBN or Home Cabling?

If you have issues with your NBN service, cabling, or related installations, SECURE A COM can help. Our expert technicians can troubleshoot faults, resolve connectivity problems, and set up new cabling or sockets as needed. Don’t get left without the services you’re paying for—reach out to SECURE A COM for professional, reliable assistance.

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