Internet Faults

Simple things to do /check before you call us

To prevent extra costs; the first action to take is to call to your service provider; mention “you have done an isolation test”; this helps to receive attention and make them to perform a diagnostic test which helps to confirm whether there is an internal failure at your premises.

Some of the most relevant ISPs:

Telstra Faults – call 13 22 03. Telstra Home Phone Customers (NBN Only) – call 1800 834 273. Telstra Business customers – call 13 29 99. Telstra Enterprise and Government customers – contact the Customer Care team on 1800 730 053.

Iinet Faults – call 13 22 58 – Email: Iinet Business – Call 13 86 89 – Email:

Optus Faults – Service Number of 13 39 37

NBN Contact Number: 1800 687 626 – 1800550234

Have you tried?

to test the service in different points in your premises?

If it is in a single point; it reduces the area of investigation and it is pretty certain that the issue is in the socket or cable to that socket.

If it is in all points; it is a general issue and the problem might be localised in the external cabling.

a different equipment?
If Yes, It might help to confirm that is a cabling issue.

Reset your modem, turned off the power to it for at least 2 mins, then restart it?
It helps to reset and delete any bug that might have occurred.

is there any moisture in the socket?
Yes, Internal leak has disrupted the connection of the cable and socket.

is the socket loose?
If Yes, Cables in the socket are damaged.

If you have answered “YES” to any of the above questions; Please do not hesitate to contact us!

All of our services are also backed by our 100% satisfaction guarantee. For your peace of mind our technicians are:

Registered and fully licensed.ds.

APCOMS service area

Internet Cabling Faults

75% of faults are fixed within the first hour

We attend the premises and perform an isolation test to ensure whether there is an internal problem or it is an issue from the Internet Service Provider.

Verify all points to check that it is an individual point issue or general cabling.

Check the status of the sockets

Fix the problem or provide a quote  if there is a major job that requires approval.


    ADSL is characterised for using daisy-connection style (parallel) whereas NBN uses start-connection style “Series”; this is one of the major issues when you are transitioning to NBN. This is called a Bridge Tap.

    If you have more that one internal point; you have two options:
    – Isolate the line which will be used for the NBN modem.
    – Re-configurate extensions to the modem location.

    This includes Alarm Systems; In this case, you need to get it disconnected from the circuit and to get installed a GPRS system.

    ADSL Phone sockets are not terminated to the NBN standards. An update to RJ45 socket and termination is required.

    First generation of sockets used for plain old telephone service (POTS); this socket only provides phone connection NOT INTERNET. An upgrade to RJ45 is required.

    In ADSL connection areas; central splitter filter needs to be installed to split the telephone and internet service.

    Not installing one of them will produce noisy lines and dropouts.


    All our jobs are guaranteed!! As you can see on our website; we work with well-known companies that trust us with our high standards and practices required by Telstra and NBN. All technicians are registered and fully licensed.

    Do it Right, the first time!!

    Residential Networks Installations or Issues?

    Contact us today – our technicians are ready to help you solve that problem.

    Common Issues

    A bridge tap usually causes internet drops out causing frustration to the users; even more when your internet service supplier IPS is generally not responsible for repairing your internal wiring.

    Could be an accidental connection of another local loop to the primary local loop; generally, it behaves as an open circuit at DC, but becomes a transmission line stub with adverse effects at high frequency. It is generally harmful to DSL connections and should be removed.

    Extra phone wiring within one’s house is a combination of short bridge taps. A POTS splitter isolates the house wiring and provides a direct path for the DSL signal to pass unimpaired to the ATU-R modem.

    Another cause, is that before NBN, the average home phone cabling within a house was run in series. which means your all your sockets are daisy chained together linking from one socket to the next. Therefore. The disruption of one could lead issues / faults to other points.

    The best methods for removing a bridge tap in your home wiring and especially if you are upgrading to the NBN, would be to completely disconnect all sockets in your home EXCEPT the socket that has your modem/phone plugged into.

    The easiest way to achieve this, is to completely disconnect your current old style telephone cabling and install brand new cabling from the network boundary point to your modem location. This way you can ensure you have 1 direct path to your modem, and minimising on faults caused internally.

    It’s probably a good idea for most homes who have old telephone wiring to upgrade or have a dedicated phone line installed in your home by a private registered and fully licensed tech. approved technician who is experienced with NBN technologies.

    Some of the common problems are mentioned as under.

    • Corrosion of Socket
    • Point is old and worn
    • Line is Already Faulty at Your Place
    • The Cable is Faulty on the Street
    • The Leads and Internet Filters are Loose·
    • Older sockets: The old style 610 socket (the biege thing with the prongs) is prone to corrosion in coastal areas.
    • Too many joints: If the wiring has been joined or passed through multiple sockets the noise and attenuation will climb resulting in reduced speed.
    • Bad joints: if the wire does not connect to each other properly; they create excessive resistance (noise). if it is within the same frequency as the DSL the connection will fail.
    • Excessive cable length, every metre of cable reduces the internet’s maximum speed.
    • Pests: Rodent’s, termite’s, ant’s and general cable damage, no-one like’s to hear about it, but these guys are good at eating cables, trades people sometimes tread on the cables in roof environments severely damaging them.
    • Aerial wiring: can be brought down or stretched to breaking by winds, branches or just swaying back and forth causing metal fatigue