Copper condition and lack of maintenance

A statement from Ron Shepherd in Stage 1 on the issues he has had with his internet access:

“…technicians in our street were “repairing a neighbour’s cables” in the access point … Up to that time I have had few problems with my connection. Thereafter I have logged  no less than 30 dropouts averaging around 30 minutes a time. The work now being carried out on the copper cabling has been described by the technicians on site as “frustrating” due to the lack of backup wires within the cable strands, and unofficially, the service personnel tell me the wires can no longer be repaired. I’ve reported my dropouts to Telstra…”

This validates my previous statement that every time the copper is touched, it has the potential to cause problems for others.

Ron’s story is quite common around the estate.  I personally have had 3 faults lodged myself in the month of December 2017.   These faults spanned several days chasing up, documenting conversations, and eventually getting a person who was able to escalate and provide a resolution on each occasion.

Accountability and Responsibility for NBN network faults – “the fog of war” 

There is a chain of responsibility between the Retail Service Provider (RSP) and NBN which has been formalised, and a sequence of conditions must be present before an RSP is allowed to lodge a fault with NBN.


I will say this again.


An RSP cannot lodge a fault with NBN unless a certain series of conditions exist.

These conditions include things like 5 dropouts a day does not constitute a fault, and the RSP is to place the customer on a ‘stability profile’ in the hope to reduce these drop out rates.  The stability profile significantly reduces the speed you were getting.  Excerpt below refers:

Other things include NBN insisting that end users must use an approved modem, certified to be working by an NBN service provider, in order for a fault to be lodged.

This was explained in my previous post of March 10, 2016:

FTTN NBN: 5 drop outs daily “acceptable”

As most are aware, the process of dealing with your RSP can be somewhat frustrating.  You deal with Interactive Voice Response (IVR) services, and more often than not call centre operators are in another country, who are required to follow a very specific ‘script’ in dealing with you to eliminate all possibilities of errors at the user end.

If your service is not working to your satisfaction however, please inform your RSP.

The state of our copper

This particular series of joins on Ivo Whitton Circuit (using the ‘plastic bag’ method of weather and corrosion protection) is an example of what we are dealing with. The connection to my premises has broken in this spot, and I am now on the only spare pair that is available to my premises (which of course also runs in this bundle).  After that, you are out of luck.  There are many other residents who are in the same situation around the estate, who are on their last pair.


NBN have stated they will present the community with a proposal in early February 2018 based off the results of the EOI held in December 2017.

It is worthwhile considering the above when making your decision moving forward with a Technology Choice Individual Premises Application for FTTP.

Steve Ulrich

Gleneagles Estate NBN Committee


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