Telco forced to refund customers

Two of Australia’s major telcos have refunded customers on the NBN “Boosted" Speed plans. Following a Watchdog investigation for false advertising on speeds capable on NBN Connections, the ACCC reported they are  providing more detailed guidance concerning  implementation principles for advertising the speeds of retail fixed-line broadband plans.

After Investigations the ACCC has forced opts to refund customers on FTTN Connections after it was discovered almost 50%  of Optus FTTN consumers on a 100/40 Mbps plan could not receive promised speeds, and 21% of that would not even receive speeds HALF that which was promised.

Telstra actually prompted the investagtion by coming clean that they had broken consumer law by promoting NBN speeds that it was not capable of delivering- Offering refunds to 42,000+ customers.

If you are not receiving promised speeds on a telco “boosted" plan, know your rights. You can read more from the Australia Competition and Consumer Commission HERE or if you are being kept in the dark by your telco you can submit a complaint with the Telecommunications ombudsman HERE

But if you are experiencing service dropouts on a HFC connection, or Cable broadband connection, your telco might not be able to help you. NBN.co are currently backpedalling on the HFC connections and blaming everyone else but themselves for the HFC connection failing, Especially concerning interruptions to current broadband (non-nbn) connections. Facts point to the government funded company being aware of potential interruptions to HFC connections further down the line back in 2016. At the time of realising this NBN.co were “not aware of the state of the Telstra HFC connection" and were not aware of the “optimisation" (repair) the network needed. NBN.co are now blaming lack of information and a risky judgement call as the reason for the pull of over 370,000 current HFC connection and ceasing the roll out of new HFC connection. The decision to halt all HFC connections and roll-out will result in an average delay of between six to nine months for millions of households looking to sign up,

(I’d hate to see the state of the Optus network now, considering NBN.co had already dropped the Optus HFC network claiming it was “not fully fit for purpose")

Basically NBN.co is admitting what we already knew, they have screwed up the new network, and the old network in one big tax dollars black hole. Pulling the HFC connection will ultimately lead to more wasted money, and time. If your resident falls into the HFC / old broadband connection, and are experiencing poor service, refer to the link above and let the Telecommunications Ombudsman know.

And if you are not receiving speeds promised by your Telco, let them know first, and after they have “fixed" it then go check out the ACCC website.

Stacey Friswell
Article Author

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