Residents report NBN woes
BUSINESSES and residents across the region are being left without internet for up to nine weeks as they try to connect to the fibre-tothe-node NBN service.
Ongoing issues for people with or connecting to the NBN include a lack of communication with providers and slow speeds due to service congestion.
Manjimup Economy Auto Parts co-owner Sonia Porter has been in a nine-week battle with her provider to get NBN switched on after her ADSL connection was mistakenly switched off, despite the fact she had cancelled the order due to the 10 days it took to complete her home connection.
“We told them we’d ring when we were ready to go ahead with NBN at work because we can’t be without phone or internet,” she said.
Since ADSL was switched off on March 23, the business has run off a pre-paid device for internet and the EFTPOS machine.
“It has certainly impacted on our business productivity, especially when our computers freeze and I’m spending hours on the phone while my husband is manning the shop alone,” Mrs Porter said.
Manjimup resident Sue McSharer also reported a lack of communication from her provider, to the point where she swapped providers and got NBN three weeks after ADSL was switched off.
“I felt like I’d come to a standstill and business-wise it was terrible because I had to do everything via my phone screen,” she said.
Simon Shorthouse, a computer services specialist in the region, said he was experiencing congestion caused by lots of people using the internet at the same time, which meant he had to go into work as early as 3am to have reliable internet.
Telstra area general manager Boyd Brown said factors that could affect people’s NBN speeds included quality of modems, the home Wi-Fi set up and congestion in the content they were trying to download.
Mr Shorthouse urged residents to do research before committing to NBN, which included talking to friends about their own NBN experiences.
“On switch over date, make sure there is no modem connected to the line otherwise the port could be locked,” Mr Shorthouse said.
“Use a modem your provider supplies or if you’ve bought your own, check it’s compatible with NBN.”
NBN Co WA corporate affairs manager Ebony Aitken said customers with issues should first contact their provider and if it could not be resolved, the provider would contact NBN Co.
“We’ve updated our website to provide new information on the steps to connect to the NBN network based on the technology being installed at the home or business and reduce the confusion regarding the different roles NBN and retailers play in building and delivering services,” she said.
Mr Shorthouse and Ms Aitken also explained some medical alarms, auto-diallers and emergency call buttons may not be compatible with NBN, so it was important to contact the alert the provider and NBN.
People can call O’Connor MHR Rick Wilson’s office on 9842 2777 if their NBN speeds are not what was promised.