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Speeding on compo

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November 10, 2017

Optus will compensate customers who have not received the NBN speeds they signed up for.

Optus is offering to compensate customers who have not got the National Broadband Network speeds they were promised.

Chief executive Allen Lew did not say how many customers had been affected as he presented the telco’s half-year financial results, but confirmed it is working with the consumer watchdog.

‘‘Optus is taking action to provide appropriate remedies to those customers where it has been confirmed that the underlying NBN service cannot deliver the speed they signed up for,’’ Optus said in a statement.

It comes a day after Telstra offered to compensate about 42000 customers after admitting it may have breached consumer law by promoting NBN speeds that it was not capable of delivering.

Optus blamed the slower-than-advertised spends on underlying access issues for fibre-to-the-node and fibre-to-the-building services.

‘‘This is an industry-wide issue,’’ Mr Lew said.

‘‘We will make sure our customers get the service that they have purchased and if not we will look at providing the appropriate remedies for them on an individual- and case-by-case basis.’’

Optus recorded 72000 new NBN customer activations and migration payments in the six months to September 30, bringing its total NBN broadband customers to 351000.

The company said work to improve its mobile network helped attract 75000 new mobile customers in the half year, but also contributed to a fall in profit.

Optus made a profit of $347 million in the six months to September 30, down 2.7 per cent from a year ago, despite a rise in earnings and revenue.

The company has a 30 per cent share of the mobile revenue market, and its 4G customer base stood at 6.1 million at the end of September.

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