Telstra Internet Issues! NBN HFC Intermittent Connection Troubleshooting Faulty Modem Router

🔧 Out on the job in St Clair today, fixing a tricky NBN HFC internet issue for a Telstra customer! In this video, we’ll walk you through the steps we took to identify and solve the problem. From isolating hardware faults to proving the issue lies with the Telstra router, we’ve got it covered.

The customer had been facing intermittent internet drops, despite contacting Telstra several times without resolution. Here's what went down:

✅ Step 1: Factory reset on the NBN HFC connection device – confirmed internet was coming in.
✅ Step 2: Checked the external isolator and found it improperly connected. Fixing that brought stability to the signal.
✅ Step 3: Tested the WAN connection and found intermittent internet issues persisted.
✅ Step 4: Swapped the WAN cable, ran Ethernet tests directly to the NBN device, and confirmed the problem was isolated to the Telstra modem/router.
✅ Step 5: Documented proof for the customer that Telstra needs to replace the router and reimburse them for the service call.

💬 We encounter these issues regularly, and if you’re stuck with slow, unreliable internet, it’s worth looking deeper. We’re here to help you troubleshoot faults like bridge taps, bad cabling, or intermittent connections.

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🚀 Watch till the end to see our full breakdown and tips for anyone dealing with similar issues!

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