Welcome to another episode where we dive deep into the real-world problems that internet users face every day. Today, we're sharing a compelling case study of an Aussie Broadband customer located in Breakfast Point. Despite having fibre-to-the-basement, this customer has been experiencing recurrent issues like service dropouts and slow internet speeds for about a year.
A Year of Troubles and Multiple Interventions
Before reaching us, the customer had already had four different NBN technicians and an electrician try to resolve the issue. Even the building management had sent out a "Sparky" (electrician) to examine the situation. Despite these multiple interventions, the problems persisted, leaving the customer frustrated and disconnected.
Digging Deeper Into the Diagnosis
When we first examined the customer's setup, we noticed that he had four sockets, one of which had a bridge tap. After removing it, we found that the issues of speed and packet loss were still prevalent. So, we decided to dig deeper.
We took the investigation to the Main Distribution Frame (MDF) room, where we disconnected the customer's pair from the block to conduct several tests. Our tone test revealed that there was an abnormal tone when connected to the NBN. Once disconnected, the tone normalised. Despite being directly connected to the NBN network, we still observed packet losses and sub-optimal speeds during our tests.
Our Expert Recommendations
Given that previous interventions failed to resolve the issue, we recommend that Aussie Broadband dispatch a Level Two Technician for advanced troubleshooting. We also advise that they should consider reimbursing the customer for the cost of this advanced diagnostic service, as the problem clearly lies within their purview of responsibility.
What's Next?
Watch the video to learn more about how we approach internet connectivity issues and why sometimes it takes more than just a standard technician to fix complex problems. If you're facing similar challenges, don't hesitate to reach out. Our comprehensive suite of telecom services is here
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