On­line woes not let­ting up

Con­nec­tiv­ity prob­lems are an is­sue

Central and North Burnett Times - - NEWS - Philippe Co­querand philippe.co­querand@cnbtimes.com.au

IT’S been a frus­trat­ing process for NBN cus­tomer Shan­non East­cott who has strug­gled to get com­mu­ni­ca­tion run­ning at her Mun­dub­bera home.

Mrs East­cott’s house, which is sit­u­ated op­po­site the com­mu­ni­ca­tion tow­ers in town, still barely re­ceives a sig­nal on her trans­mit­ter.

“We started the process in Jan­uary and we were wait­ing for the NBN to come as we were told it was com­ing to the re­gion,” she said.

“We didn’t put any ca­bles in for ADSL be­cause we wanted to get NBN and af­ter a while it never came and we said ‘stuff it, we need in­ter­net’ and con­tacted Tel­stra to come and get all the in­fra­struc­ture ready for

❝ I think there’s too many of us that they just don’t care ... — Shan­non East­cott

ADSL.

“We con­tracted to an ADSL bun­dle and af­ter five months of try­ing to put the in­fra­struc­ture in they told us we can’t have ADSL now, but they couldn’t sell us NBN ei­ther as our house wasn’t ap­proved for the net­work.”

The neigh­bour op­po­site Mrs East­cott had NBN that worked fine, so she made a few calls to see if there were any is­sues with get­ting her house con­nected.

She was told there was no rea­son she could not have NBN in­stalled.

In June Mrs East­cott had NBN set up but her woes didn’t stop there.

“We started the process with NBN, well get­ting it up and go­ing wasn’t as dra­matic as get­ting ADSL in­stalled but it doesn’t work,” she said.

“It will work in­ter­mit­tently and then it won’t work at all, or I’ll get speeds below one which you can't func­tion on.

“There’s mo­ments where I can’t do up­dates on my phone, it won’t down­load 200 megabytes, there is no way you could run a busi­ness on it.”

Mrs East­cott con­tacted the broad­band net­work more than two weeks ago and was told she would get a phone call 48 hours later.

“I still haven’t been called,” she said.

“Af­ter putting in all the in­fra­struc­ture and do­ing all the trench­ing I never ended up get­ting ADSL, and hav­ing NBN for two months which doesn’t work, it hasn’t been a good ex­pe­ri­ence.”

Mrs East­cott said she was not alone in her NBN woes.

“I think there’s too many of us that they just don’t care, you feel as though you’re just an­other one in the thou­sands that aren’t happy with the net­work,” she said.

Lynette Keep, a spokes­woman for NBN, said they con­ducted tests and couldn’t find any­thing wrong.

“NBN’s fixed wire­less team have looked into this spe­cific case and say that from our end the per­for­mance looks fine; in fact there is no con­ges­tion be­ing de­tected,” Mrs Keep said.

“The per­for­mance of the NBN net­work can be im­pacted by a num­ber of things out­side our con­trol like equip­ment qual­ity, soft­ware, broad­band plans and how dif­fer­ent ser­vice providers de­sign their net­work.”

Mrs Keep rec­om­mended Mrs East­cott and cus­tomers in sim­i­lar po­si­tions speak to their ser­vice providers re­gard­ing the on­go­ing is­sue.

“It is im­por­tant the end user should in the first in­stance speak with their re­tail ser­vice provider, who, if they are un­able to rec­tify the prob­lem, will es­ca­late it to the NBN,” she said.

PHOTO: PHILIPPE CO­QUERAND

CON­NEC­TION DRAMA: Frus­trated NBN cus­tomer Shan­non Whe­lan East­cott at her home in Mun­dub­bera.

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