NBN

[MasterShrive 2,012]

I read the first sentence and knew I was going to hate you after this post.

 

What a problem to have - "my network equipment won't keep up with my internet speeds!"

 

But you should certainly upgrade. Then we'll work out how to make you host everything and anything.

[bprc 1,441]

I consider this a direct "fuck you" to all of Australia by New Zealand...

[MasterShrive 2,012]

So it's time to declare war?

 

Or do we wait until after they've finished the faster internet?

[Decroxx 814]

14 minutes ago, MasterShrive said:

I read the first sentence and knew I was going to hate you after this post.

 

But you should certainly upgrade. Then we'll work out how to make you host everything and anything.

I knew you guys would like that! Just wanted to share and make you happy!

 

Always happy to host Shrive, we've got 400mbps up currently and ping times should be quite short with FTTH. Also happy to host physically, cause we've got a guest bedroom (after 2 weeks quarantine)

[bprc 1,441]

This just in! Aus internet has just been upgraded...

 

[Decroxx 814]

That might just be my favourite totally 100% real image I've ever seen.

Faster than 197% of AU? That's impressive stuff.

[TheLaw 859]

Well, I guess it's my chapter now.... for the "NBN" saga. Moved houses this weekend, and we were supposed to be connected on the 7th of December. But Friday afternoon my dad got a text message saying that Telstra had canceled our connection date, so dad rang and spoke to them and the answer they gave him was/is complete bullshit "NBN Co canceled the contractor due to unforeseen circumstances" But they reassured Dad that the 4G Backup would work.... guess what? It doesn't because they canceled the whole order/service. So now they want my Dad to pay a reconnecting fee plus setup fees for a service we cannot even use because NBN Co will not send out a contractor to install the stuff needed for the Fixed Wireless. So dad is going to call the NBN Co to find out why they canceled the contractor and when will we be connected.

 

[MasterShrive 2,012]

Oh boy.

 

So NBN Co may not talk to him at all because they like to pretend they don't deal with customers, only companies.

 

Contact Telstra and lodge a formal complaint: https://www.telstra.com.au/contact-us/feedback-complaints/make-a-complaint You have to actualy lodge a complaint as opposed to just telling them you're not happy. This will get you assigned a case officer so you hopefully don't have to speak to someone new each and every time.

 

Then, tell them you'll be going straight the the ACCC and the The Telecommunications Industry Ombudsman if they do not get it sorted. You were meant to have NBN today. You had an order for today. If the NBN is out for any reason for more than two days (I think) then they have to provide you with alternative connection options (ie, the 4G back up).

 

When it gets sorted, request a discount. I've been on 100Mbps at $79 a month now for two years due to their screw ups.

 

Be polite but forceful.

[Penchamus 411]

1 hour ago, MasterShrive said:

Oh boy.

 

So NBN Co may not talk to him at all because they like to pretend they don't deal with customers, only companies.

 

Contact Telstra and lodge a formal complaint: https://www.telstra.com.au/contact-us/feedback-complaints/make-a-complaint You have to actualy lodge a complaint as opposed to just telling them you're not happy. This will get you assigned a case officer so you hopefully don't have to speak to someone new each and every time.

 

Then, tell them you'll be going straight the the ACCC and the The Telecommunications Industry Ombudsman if they do not get it sorted. You were meant to have NBN today. You had an order for today. If the NBN is out for any reason for more than two days (I think) then they have to provide you with alternative connection options (ie, the 4G back up).

 

When it gets sorted, request a discount. I've been on 100Mbps at $79 a month now for two years due to their screw ups.

 

Be polite but forceful.

I feel like you should open a consulting firm to help people through this process 😂

[TheLaw 859]

So an update on it all.

After a 45-minute phone call, we have a connection date set for the 15th of this month! We have been promised 75 down and 10 up. I've also convinced both my Dad and Step Mum to switch to Aussie Broadband (Cheers @MiniSanders for the referral code) No discount offered at all. Just a half-assed apology that was pretty scripted.

My theory is that they didn't deactivate the old ADSL2 line when my pop was living here, and that they wanted to take long as possible to do so but one angry phone call later and threatening to go to ombudsmen it was all sorted. I'm very keen to catch up with you all at the xmas party!

[MasterShrive 2,012]

I'm glad the threats worked - but it's very crappy that it takes those kind of words to make things happen. Fingers crossed for the 15th!

[TheLaw 859]

Dad's pretty keen on the idea of switching providers. We've got Foxtel coming out tomorrow after waiting a week and 3 days cause apparently Manilla (no not the Philippines) is a "remote" "isolated" town even tho Tamworth is 45kms away.. Anywho pretty keen to get all connected and download all the updates

[NevilleBartos 405]

I've had top notch service with telstra since involving the ombudsman years ago, I got like $1000 refunded to my bank and $1500 credit for bullshit charges and now I get unlimited 100/40 with a VOIP phone number for $90 a month.

[TheLaw 859]

Well..... we were supposed to be connected on the 15th, but alas due to Telstra over booking the tech and failing to him how far the jobs are..... we aren't connected and they have had to delay the rescheduled appointment.... further solidifying our choice to move to Aussie Broadband. Needless to say my household is very pissed off and angry with Telstra. Here's to hoping the transaction with Aussie Broadband is smoother and better.

[MasterShrive 2,012]

Are you currently getting compensation from them? Or up and running via their 4G back up?

[TheLaw 859]

10 hours ago, MasterShrive said:

Are you currently getting compensation from them? Or up and running via their 4G back up?

Oh boy let me fill you in.

Today my step mum was home from work sick with a bad migraine from stress about the move we all just did. She rang them whilst Dad and i were attending a funeral and when we got home she was still on the phone to them. The first excuse we got was something unforeseen, so she hung up on them after arguing with them and gave Aussie Broadband a call, they got the order processing but got told that there is an issue with the exchange here in Manilla accepting new connections and that the NBN sever was also having issues. fast forward 3 hours, she recieved a text from the tech who was supposed to come today saying that the order was cancelled due to flooding, now there is flooding on the north coast around Lismore and the surrounding areas... which is a good  5 - 6 hour drive from Manilla. So back on the ol telephone to the complaints department. They gave her some old 1800 number that the NBN Co doesn't even use anymore (was there "complaints" department) Finally we got on to someone who sounded promising but oh boy were we wrong! NBN Co kept telling them its flooding and that they will call us within the next business day. So my step mum kindly asked for a discount this is what they offered.

$10 off the next bill
An extra 8gb of data on her and dads mobile phone plans

my step mum and dad were not happy. Dad was yelling things in the background only making it worse.

So we are going to wait for the phone call tomorrow. get connected and move to ABB

Bloody over it.

[MasterShrive 2,012]

That is not okay.

 

Still feel free to say that compensation is nowhere near enough and you'll be going to the TIO if it isn't sorted immediately.

 

And make sure you've got a log of everything, including dates and what was discussed. Honestly, I'd lodge it with TIO ASAP, regardless of whether they call tomorrow. May as well start the process in my opinion.

[TheLaw 859]

54 minutes ago, MasterShrive said:

That is not okay.

 

Still feel free to say that compensation is nowhere near enough and you'll be going to the TIO if it isn't sorted immediately.

 

And make sure you've got a log of everything, including dates and what was discussed. Honestly, I'd lodge it with TIO ASAP, regardless of whether they call tomorrow. May as well start the process in my opinion.

oh 100% mate, i wrote down the numbers for both the TIO and the ACCC. I told my step mum you cannot let them walk over you, just because they throw the blame on to NBN Co who funny enough throw the blame on Telstra.

I'll see if i can catch up with my step mum before she heads off to work asking if I can lodge a complaint on her behalf.

[Blueberry 444]

Oof rough, my dude. 

Edited December 26, 2020 by Blueberry

[TheLaw 859]

So in a rather odd turn of events. I thought I'd do a speed test tonight to see how shitty the 4G backup speeds are. Now as most of us are aware Telstra cap the 4G back up to 5 down and 2 up IIRC, but it seems they have lifted/removed said cap? Either that or because I live in a country town with a population of 2,550 (as per the 2016 census) and no one is using it at this hour of the night.


Now Dad is going to ring them on Tuesday (as he forgot that he is also listed on the account with the highest permissions) to see whats going on, and if we'll be connected before 2020 is out. Also having said that I will be there for the Xmas/NYE celebrations!

[TheLaw 859]

Okay so I woke up this morning, to check the speeds, and I noticed my phone was asking me to sign in.... did a speed test and now its back to shit again. 

 

0.01 down and the upload doesn't even register might hotspot my phone for a few hours tonight and come say g'day. 

[MasterShrive 2,012]

Oh man. I was excited and then deflated immediately

[TheLaw 859]

Righto so, we have a case manager now, I believe it's someone from Melbourne *shock horror* she got appointed to us a week before Xmas. Since being assigned to us the following has happened.

- She's called either my dad or step mum every 2nd day giving us updates on what's happening and if there is anyway she can help,

- We finally got ahold of someone at NBN Co who have blamed Telstra for not calling them to arrange a connection date

- Telstra have pointed fingers at the NBN Co saying that they have rung them and arranged a date (which they haven't)
- Our case manager is sending out a 4G Connection dongle free of charge and will apply our connection to the Simcard.
- Case manager is also sending out a new modem (Gen 2 i believe)

- Case manager has also wiped last months and this months bill so far
- Case manager is looking into giving us a free speed tier upgrade until the end of our contract
- Step mum has FINALLY started writing everything down including employee delta numbers (mine was D435032 when I worked for them) plus conversation numbers
- Step mum will be calling the TIO tomorrow to lodge a complaint against Telstra.. Our case manager even told us to do so.
- Have also been told that the job is marked as to be completed by the 28/01/2021 which imo is friggen ridiculious.

 

With that said. Dad and my step mum have reneged on switching providers still trying my best to convince them this would never have happened with ABB. Its been 6 weeks now with no internet at all. So hopefully in the next week or so i should/will/maybe have internet? Who knows at this point.

[MasterShrive 2,012]

Sounds very similar to mine. It's pretty stupid they have to send you out a 4G dongle because they can't lift the artificial speed limit on the 4G backup in the router. I had that problem too. Very dumb. (Also, sell the dongle once you've finished with it $$$).

 

Request a free speed upgrade AND a price reduction for the duration of the contract. That's what I've got.

 

They actually tried to charge me full price this month (as it's been two years since my saga). I contacted them and said a] they gave no warning of a price change; and b] I contacted them last month to find out when my current deal ends and I was told June. So they've now extended my deal of 100 Mbit/s for $79 until June. After that I'll probably go elsewhere.

[TheLaw 859]

Alrighty fellas. Update time. 

 

 

2 months have gone by, still internet. It's been confirmed from telstra that the NBN refuse to give them a connection date, we were supposed to be connected on the 27th of January but lo and behold no one turned up. In good news tho we did get a new modem, not one but TWO! Apparently the other one went missing during shipping but one turned up and then the other turned up a few days later. 

 

With all that we've been informed that this is now going higher. We have also lodged a complaint with the NBN Co itself. Fingers crossed its all sorted soon.