NBN link a litany of woes

Manjimup-Bridgetown Times - - Times | News -

ON Fe­bru­ary 2, NBN rang me to say they were send­ing a con­trac­tor to in­stall my new NBN satel­lite dish and mo­dem on Fe­bru­ary 6.

Al­though I had pre­vi­ously made no in­quiries about the new ser­vice, I was happy to be con­nected as the pub­lic­ity promised faster in­ter­net speeds.

The tech­ni­cian duly came and re­moved my old dish and mo­dem and wired in the new sys­tem. He said it would take 15 min­utes or so to be switched on but if there was a prob­lem I should con­tact my ser­vice provider.

Three hours later my woes be­gan, no in­ter­net or email at all.

My in­ter­net ser­vice provider was con­tacted and for the next seven weeks I was given the run-around.

Ev­ery day I rang my provider and/or NBN, ex­plained my prob­lem (to a dif­fer­ent per­son each time), an­swered iden­tity ques­tions and was told the prob­lem was be­ing looked at — over 40 calls.

Each day, hours were wasted be­ing put on hold, wait­ing in a queue or wait­ing for a call back. Dur­ing this time I could nei­ther send nor re­ceive emails.

Fi­nally my frus­tra­tion led to an in­ves­ti­ga­tion which found that the NBN con­trac­tor had provided my ad­dress in­cor­rectly, which meant there was no record of my connection.

Once this was sorted the ser­vice was switched on within min­utes and there were hun­dreds of emails and ac­counts to deal with.

And no, the speed is not faster, in fact it is even slower than be­fore but I don’t have the en­ergy to start the com­plaint process again.

Name and ad­dress sup­plied

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