ISP Blamed Internal Fault—We Proved It’s a Network Issue! ADSL

Have you ever lost your internet connection or home phone, only for your ISP to blame your internal wiring? In today's troubleshooting video, we head out to a job in Loftus, NSW, where a customer was completely disconnected without a dial tone. Their internet service provider, Optus, insisted it was an internal fault and told the customer they had to hire a private technician at their own expense. However, as an experienced private NBN and telephone technician, we know that ISPs frequently push the blame onto the customer's home network to avoid sending out a telco repair tech.

We arrived on-site and immediately began our fault-finding process by isolating the customer's single internal cable from the main lead-in cable in the garage. Testing the internal data cabling proved it was in perfect working order. Next, we connected our testing equipment directly to the end of the incoming lead-in cable on the network side. Instead of a clear connection, we were met with a loud audible hum and absolutely no dial tone. Because the connection had completely dropped out the day prior, this testing confirmed without a doubt that it was a 100% external network issue.

By properly diagnosing this telecommunications fault, we saved the customer from paying for unnecessary internal repairs and provided the proof they needed to force the network provider to take responsibility. Whether you are dealing with legacy ADSL connections, ongoing phone line faults, or modern NBN internet dropouts, you need an independent technician who will find the real root cause of the problem. If your ISP is refusing to fix a faulty lead-in cable, blaming your internal setup, or leaving you disconnected, SECURE A COM is here to help get you back online.

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