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The Hidden Costs of ISP Inefficiency: A Case Study from Sydney

The telecommunications industry is a complex web of technology, service providers, and customers. Efficiency and responsiveness are key to maintaining a smooth operation and satisfied customers. However, as illustrated in a recent case from Sydney, inefficiency within an Internet Service Provider (ISP) can lead to hidden costs that affect both the provider and the customer. This article delves into the details of this case, shedding light on the importance of efficiency and thorough problem-solving within the industry.

The Situation

Two young students in Sydney were facing persistent issues with their internet service. Despite repeated calls to their ISP, AGL, the problem persisted for a staggering nine months. A bridge tap was identified by the ISP, but they failed to look beyond this initial finding. The students, burdened by their limited monthly budget, eventually had to pay for a private technician to investigate the issue.

Secure A Com’s Involvement

As a leading NBN fault-finding service in Sydney, Secure A Com was engaged to investigate and rectify the problem. Upon their visit, they did find and remove a bridge tap from the line. However, the issue persisted, indicating that the problem was not solely due to the bridge tap. Secure A Com conducted a comprehensive test of all the customer’s cabling and confirmed that it was functioning correctly. They concluded that the issue was likely due to a programming error on the ISP’s side, a problem with the router, or another network-related issue.

Watch the video report here

The Resolution

Upon recommendation, AGL conducted another network test and performed a port reset. The service began functioning at 100% efficiency, a simple solution that could have been implemented nine months earlier. While the ISP committed to refunding the customer for the private technician’s service, the delay in resolving the issue had lasting consequences.

The Hidden Costs

  1. Financial Burden on the Customer: The students had to bear the cost of hiring Secure A Com, a significant burden on their limited budget. Though the ISP committed to a refund, the financial strain and stress could have been avoided with more efficient troubleshooting.
  2. Time and Resources for the ISP: The ISP’s failure to address the problem initially resulted in countless hours spent handling customer calls, running tests, and repeating processes. This cycle of inefficiency likely led to higher overall costs for the ISP.
  3. Reputation Damage: A lack of responsiveness and efficiency can lead to dissatisfaction and mistrust among customers. In an industry where reputation is key, such incidents can have long-term impacts on customer retention and acquisition.


The case of the two students in Sydney serves as a stark reminder of the hidden costs of ISP inefficiency. From financial burdens to wasted time and potential reputation damage, the consequences of failing to thoroughly investigate and resolve customer issues can be far-reaching.

ISPs and other service providers in the telecommunications industry must recognise the importance of going the extra mile in troubleshooting and customer service. A proactive and comprehensive approach, as demonstrated by Secure A Com, can lead to quicker resolutions, happier customers, and potentially lower costs.

In an era where connectivity is paramount, the lessons from this case should resonate with all stakeholders in the industry. Efficiency is not just about cutting costs; it’s about enhancing the customer experience and building trust. It’s about recognising that sometimes, a simple solution like a port reset can make all the difference. In the end, it’s about understanding that the true cost of inefficiency is far greater than it appears on the surface.

The Hidden Costs of ISP Inefficiency
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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