ISP - Internode - Unable to Send Technician Due to COVID Lockdown

Liammarlin on 03/08/2020 - 16:09

Housing: High Rise Apartment
NBN: FTTB
ISP: Internode

Line keeps dropping every 5-10minutes.They've advised there may be an issue with internal wiring and due to COVID lockdown, they can't send a technician to check.

They advised that I ask the Building Management to have a technician check the interal wiring.

Building management says having it checked will cost me and that it's the ISP's responsibility.

Looking at ACCC website, I believe Internode has the responsibility to inspect/repair it.

https://www.accc.gov.au/consumers/internet-landline-services…

Am I wrong to chase this matter with Internode?

This has been going for 3 weeks, asked for escalations, etc and don't seem to budge. Been with them for almost a decade now.

Poll Options

  • 3
    Keep on Chasing Internode
  • 2
    Pay Building Management to Inspect Line
  • 37
    Change ISP
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Comments

  • mapax on 03/08/2020 - 16:59
    +2

    Have you ruled out hardware issue? I had a similar problem and it turned out it was a blown cap in my router. After rebooting it would be good for about 30mins and then it would start dropping out every 10-15mins until rebooted.
    It took less than 15mins to fix and cost $1.75 for a cap.

  • cloudy on 03/08/2020 - 17:04
    +4

    Borrow a modem from someone who knows it fine, and see if that makes a difference.

  • JimmyF on 03/08/2020 - 19:13
    +3

    Changing ISP won't help you if its a NBN connection, its NBN refusing to attend, not the ISP. So change ISP, they log a call with NBN and it will be rejected again.

  • hoey888 on 03/08/2020 - 19:33
    +1

    Generally most FTTB installs are generally trouble free. The copper only needs to go from the basement to your apartment; and most cases will be in dedicated cable trays and alike.

    Maybe speak and check with your neighbours to see if they are having any issues. Who knows, there could be a problem even upstream like what Telstra had over the weekend.

  • xamxl1 on 03/08/2020 - 22:33
    +2

    NBN are responsible to the MDF (Main distribution frame) in your building. Your body corporate is responsible for cable from the MDF to your apartment.
    You can never tell 100% who is at fault, but can get a good indications by -

    Isolation test -
    Ethernet cable to modem instead of WI-FI - this is very common, where issue can be with WI-FI Channels, devices etc. connect by Ethernet to rule it out.
    Phone cable and modem - if you have or can get another phone cable, try it. if still no luck, see i you can get your hands on a test modem.

    Next, check with the neighbours. If they are not having issues, likely fault with is with internal cabling.
    Check with building manager if internal cable is copper or fibre. If the building is older, it is likely copper, and more prone to issues - cables chewed, etc.

    If you rule out the Wifi and hardware, and NBN are hesitant to send a tech, it sounds like an internal cabling issue.
    You can also ask Internode for the test results from the NBN portal, and why they believe the issue to be internal cabling.

    If you do get the internal cabling looked at, you should only have to pay if it turns out not be faulty, but you may want to looks at your lease agreement or speak to building manager regarding this.

    Hope that helps

  • iammarlin on 05/08/2020 - 21:18

    Thanks for the tips folks, been really helpful. Posted this a little bit out of frustration too. So your comments (mapax, cloudy, JimmyF, hoey888 and xamxl1) are much appreciated.

    Additional information:
    - Haven't had issues before with them, just now really, hence my hesitance to switch.
    - I did the isolation test, using my HTPC on ethernet.
    - I've also update modem/router to latest firmware, just as a precaution. Did the hard reset, reboots prior..
    - Didn't get to swap modem, and wasn't able to chat with a neighbour.
    - I should've noted that Internode checked with NBN. NBN advised they can't see an issue from their end advising it was an internal wiring issue.
    - I asked Internode that because they can't send a tech to check (due to COVID) that they cover the cost of building management sending a tech to inspect. This is the part where they went in circles and wouldn't answer the question directly.

    I've opted to change ISP's today to Aussie Broadband. I forget how seemless changing ISP can be, at least with NBN FTTB I think.

    As of today:
    - Within 2 hours after I signed up, I was up and running on Aussie Broadband.
    - No lock-in period according to sales person and able to send tech onsite if needed (big factor, but we'll see).
    - No dropouts (looking at logs) so far since I set it up 9 hours now, not a single one.. yet… so far.. again we'll see..

    I forgot an hour without a dropout was like. Hopefully this isn't a fluke. But, I'll update if it does.

    But yeah, just glad I switched. I'll put in feedback for Internode and probably a complaint with ACCC just on the grounds of them failing to meet consumer guarantee on service.

    Cheers all.

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