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October 11, 2017

NBN co local manager Amy Jaballah says the National Broadband Network is committed to improving the customer experience.

NBN response

- Amy Jaballah, NBN co local manager

I am writing in response to an article (Internet headache) which appeared in the Shepparton News on October 10.

The rollout of the NBN access network is one of the biggest transformations to Australia’s telecommunications industry to ever occur — it represents significant change for consumers and businesses as they make the move to the new network.

It’s important for the community to understand the NBN is one piece of a larger series of network which connects a home or business to the internet or telephone.

NBN is the wholesaler and builds the NBN network infrastructure.

Retailers are also responsible for operating, designing and maintaining their part of the network.

This is why residents and businesses that are experiencing an issue should speak with their service provider in the first instance.

Service providers are responsible for resolving any post connection issues their customers may be experiencing.

If the service provider is unable to identify a fault within their customers' premises or their own network, they will escalate it to NBN.

In the case of Shepparton Optical Services, no faults have been raised by the service provider since the business was connected in March 2015, but we’re certainly glad to hear the matter has been resolved.

It’s also important for consumers to understand that speed and reliability issues can be due to a number of factors that are outside of NBN’s control such as the quality of modems and wifi routers, software, broadband plans, signal reception and how service providers design their part of the network (i.e. how much capacity or bandwidth they buy from NBN).

NBN is committed to improving the customer experience on the NBN access network and have recently launched NBN local — a team dedicated to regional communities in Australia.

While service providers should always be the first point of contact for any resident or business having issues, I will be working with local stakeholders and community groups to help ensure local problems are identified early and addressed.

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