Provider’s role to solve issues

December 01, 2017


NBN spokeswoman Kasey Ellison said customers who faced connection or speed issues should first contact their phone or internet service provider.

Ms Ellison said it was a provider’s role to work with unhappy customers to solve issues.

‘‘The phone and internet providers know the ins and outs of their customer’s specific plan and connection, and will help fix any issues once people have made the switch to an NBN-powered plan,’’ Ms Ellison said.

‘‘If the provider is unable to find a fault within their customer’s premise or their own network, they will escalate it to NBN, who will work with the provider to resolve it.’’

Issues around poor speeds and drop-outs have continually been raised and many consumers have expressed disappointment after experiencing issues with moving onto the network.

NBN chief executive Bill Morrow has said the drop-outs were part of the rollout’s ‘‘teething process’’.

He said he believed, at times, expectations had not matched reality, and called on retail service providers, such as Telstra, Optus and TPG, to have ‘‘a fair discussion’’ about what consumers were getting when they signed up to the network.

‘‘If a retailer is sitting down with a consumer, they need to be really clear what they can expect from their service,’’ he said.

Neither the retailers today, nor the NBN, offer guarantees on peak speeds.

According to NBN research, more than one third of Australians are unaware they had a choice in picking a speed tier when buying a retail plan on the NBN.

A list of phone and internet providers can be found at

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