Res­i­dent given NBN runaround

BUCK-PASS­ING LEAVES HIM WITH NO PHONE OR IN­TER­NET

Cockburn Gazette - - NEWS - Jes­sica Nico

ROSS Sin­clair has not had a home phone or in­ter­net con­nec­tion for the past two months.

The Yangebup res­i­dent signed up for a home phone con­nec­tion and NBN in­ter­net with Tel­stra on Fe­bru­ary 8, but two months down the track he is still with­out both.

Mr Sin­clair said he was given in­stal­la­tion dates of March 10 and 28 but no­body at­tended ei­ther, and has now been given an­other con­nec­tion date of April 5.

“All I want is an an­swer as to why and a con­nec­tion for my phone and in­ter­net,” he said.

“I’m an­noyed, frus­trated and an­gry, mainly be­cause of the lack of ser­vice and lack of con­tact.

“As for rea­sons, Tel­stra has said the phone num­ber hasn’t been re­leased, it is an NBN prob­lem af­fect­ing the whole area and that they don’t know why it hasn’t been in­stalled, none of which seems cred­i­ble to me.”

An NBN Co spokesman told the Gazette that be­cause re­tail ser­vice providers had di­rect ac­cess to the NBN they were “ul­ti­mately re­spon­si­ble for in­ves­ti­gat­ing ser­vice is­sues on be­half of their cus­tomers”.

“They are the one point of con­tact for all ser­vice re­quire­ments for their cus­tomers, some­times work­ing with NBN di­rectly,” he said.

“Our team have been in con­tact with Mr Sin­clair to get his ser­vices con­nected to the net­work shortly and we will also con­tinue work­ing with Tel­stra to re­solve this is­sue.”

How­ever, Tel­stra area gen­eral man­ager Boyd Brown said the de­lay was an NBN is­sue.

“We’re sorry for the in­con­ve­nience this cus­tomer has ex­pe­ri­enced, un­for­tu­nately it ap­pears that NBN Co has missed ap­point­ments, caus­ing the de­lay,” he said.

“We are in con­tact with both the cus­tomer and NBN Co to re­solve this.”

With parts of O’Con­nor, North Lake, Sam­son and Coolbellup switched on to the NBN net­work last week and most of the rest of Fre­man­tle and north­ern Cock­burn to be switched on in the next few months, Fre­man­tle MHR and Joint Stand­ing Com­mit­tee on the Na­tional Broad­band Net­work Josh Wil­son deputy chair­man said there needed to be a bet­ter sys­tem in place.

“I be­lieve the Telecom­mu­ni­ca­tions In­dus­try Om­buds­man (TIO) should track com­plaints,” he said.

“NBN and re­tail ser­vice providers must take mu­tual, co­or­di­nated re­spon­si­bil­ity for the ser­vices that they both have a part in pro­vid­ing.

“The ag­o­nis­ing saga of Mr Sin­clair try­ing to get his phone and in­ter­net ser­vice con­nected is a per­fect ex­am­ple of the un­ac­cept­able buck-pass­ing un­der­taken in the telecom­mu­ni­ca­tions in­dus­try.

“In this still un­re­solved case, the as­tound­ing lack of ac­count­abil­ity dis­played by both NBN and Tel­stra has re­sulted in the cus­tomer run­ning back and forth be­tween the two and even after con­tact by my of­fice both en­ti­ties per­sist in point­ing the fin­ger at each other.”

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