Friday, 05 October 2018 12:00

Plan change mysteriously solves South Australian's NBN HFC issues

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Plan change mysteriously solves South Australian's NBN HFC issues Courtesy NBN Co

The Internet problems plaguing a resident of South Australia who has an NBN connection via HFC have suddenly disappeared, though neither the NBN Co nor his retail service provider are able to cast light on how it was resolved.

Chris R. (as he prefers to be known), a resident of the suburb of Paralowie, had been having issues with his HFC connection for a long time.

For nearly two months, he tried to work out, along with his retail service provider, Aussie Broadband, why his HFC NBN connection only provided slow and unstable speeds.

iTWire  highlighted the issues faced by Chris on 22 August, just after NBN Co had replaced equipment at his premises for a second time, in the hope that it would fix a problem which it had not fixed the first time around.

Thereafter, the NBN Co visited his premises on 27 August and identified a corroded tap, which it replaced on 18 September. That's the last replacement of any equipment that is known to have occurred.

But then something that Chris did resolved the problem. He switched his plan with Aussie Broadband to a 50/20Mbps one, in order to save money, and also because he felt there was no use in having an 100/40Mbps plan when he wasn't getting the full speed benefit.

But when the 50/20Mbps plan proved much worse than he anticipated, he asked Aussie Broadband to switch his plan back to the faster one. And that seems to have done the trick.

"So I called AussieBB to get put back on the 100/40 plan. So they submitted the speed change with NBN Co to get me back on the 100/40 [and] once that change happened [on 28 September] everything was fixed," he told iTWire.

"At this point no details have been provided on how that fixed the issue and [it has] even confused some people I told about how that even fixed it."

Contacted for comment, Aussie Broadband managing director Phillip Britt said he was very happy that Chris's case had been resolved satisfactorily.

"We were dealing with Chris for some time to try to troubleshoot his HFC speeds, which were awful," Britt said.

"The issues were definitely not related to any network congestion, as we changed to a 10Gb link on his Point of Interconnect during the issues and it made no difference to his speed. We co-ordinated attempts at several fixes at his home end with NBN Co, also to no avail.

"When Chris downgraded and then upgraded his plan, we suspect that it rectified a fault within NBN Co’s backend system by changing his profile.

"Our network operation team, which also dealt with this case, says that they can only recall one other instance similar to this which occurred several years ago, so the situation is incredibly rare."

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Sam Varghese

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Sam Varghese has been writing for iTWire since 2006, a year after the site came into existence. For nearly a decade thereafter, he wrote mostly about free and open source software, based on his own use of this genre of software. Since May 2016, he has been writing across many areas of technology. He has been a journalist for nearly 40 years in India (Indian Express and Deccan Herald), the UAE (Khaleej Times) and Australia (Daily Commercial News (now defunct) and The Age). His personal blog is titled Irregular Expression.

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