Tech & Science NBN complaints are soaring, this Melbourne man went back to his old cable internet service

16:17  17 april  2018
16:17  17 april  2018 Source:   ABC News

NBN not meeting customer expectations: TIO

  NBN not meeting customer expectations: TIO More than a quarter of the 84,914 complaints made to the Telecommunications Industry Ombudsman (TIO) were about services delivered over the NBN. The majority of NBN complaints made in the six months to December 31 were in regards to service quality, with customers unsatisfied by provider responses, while other issues were around connection delays.NBN Co says of the 22,827 complaints to the ombudsman about retail services delivered over the network, it received only 1052 complaints to resolve - a decline of 16 per cent compared to the same corresponding period.

COMPLAINTS about poor speeds and network dropouts have plagued the NBN . The CEO did not hold back . If you are on the NBN , your provider can supply you with a Voice over Internet Protocol (VoIP) service . Apple plans to go big on next iPhone. NBN to become irrelevant in cities.

Melbourne based internet provider Dodo Services Pty Ltd is a very recognisable household brand for internet plans in Aus Home. Latest News. Australians Raging Over Horrible Internet - Complaints Soar According to Over 27,000 complaints were recorded about services delivered via the NBN .

Darren Haymes was confident his new NBN service would be far superior to his old internet connection, but his service was so bad that after months of complaints and visits by helpless technicians, the Melbourne resident was put back onto his old Telstra cable internet connection.

"It was preposterous," Mr Haymes said.

"It was just so frustrating and so aggravating and causing me a lot of anxiety."

Mr Haymes' troubles started immediately after his NBN connection was activated in late November.

WA telco, NBN complaints soar over fees, bad service

  WA telco, NBN complaints soar over fees, bad service For Stephen Wood, joining the National Broadband Network (NBN) was a temporary business disaster. The North Fremantle mechanic signed up with telco M2 Commander last year to switch across to the national network.

My Internet Service is Slow. Hi, My wifi over NBN is not throttled by the home network . My Internet Service is Slow Over the next few steps we’ll go through some common scenario’s and suggest Plug your computer into your modem's yellow port on the back using an Ethernet cable . myrepublic.

Complaints about NBN services surged at an even higher rate, soaring 159 per cent over the year, with most complaints about faults and connection delays. Ash Ibrahim, director at Oscillosoft, is frustrated at the speed of the internet in the Glendenning area where his office is located.

"The switch went live and the technician left and suddenly we couldn't get the internet," Mr Haymes said.

He immediately called his retail service provider, Telstra, to complain.

It was the start of a six-week period of no internet, constant nagging and no clear answers.

During that period, Mr Haymes was visited by eight technicians, had two new NBN boxes and six new Telstra modems installed, his street connection was replaced twice, and cabling throughout the house was rewired.

"It was a fight between Telstra and NBN," Mr Haymes said.

"NBN were blaming Telstra, Telstra were blaming NBN. I was getting nowhere. I was frustrated, I was angry, I was very anxious.

"I had technicians scratching their head, like literally scratching their head, not knowing how to fix the problem."

Ford Australia fined $10 million

  Ford Australia fined $10 million The Australian car manufacturer appeared in Federal Court over poor treatment of its customers.The Australian company has admitted it mishandled thousands of complaints from people who bought vehicles that shuddered, jerked or lost power because of faulty transmissions, 7 News reports.

It’s no wonder that complaints about the NBN have rocketed in the past financial year, rising by 159.3 per cent. Consumers were led to believe they could access broadband speeds of between 12-25 megabits a second for the same price they were paying for a pre- NBN service (5 megabits a second).

His comments came as the man responsible for the national rollout blamed a “land grab” by internet retailers for the The Telecommunications Industry Ombudsman’s annual report released last week showed NBN complaints , including those about delayed connections, soared from 10,487 to 27,195.

With his children needing the internet to study for university and high school, Mr Haymes took measures into his own hands, buying a Telstra dongle that was shared between his family of five.

His Telstra bills skyrocketed into the thousands of dollars. The telco has since agreed to reimburse Mr Haymes $5,345.

It was only after Mr Haymes complained to the Telecommunications Industry Ombudsman (TIO) that his problem of dropouts was finally resolved in March, after the watchdog arranged for Mr Haymes to be returned to his original Telstra cable connection.

He has since had no internet issues.

"The TIO took it on, and took it quickly," Mr Haymes said.

"They explained to me they were being inundated by enquiries about the NBN, but they were excellent."

Darren Haymes was frustrated, angry and anxious while trying to resolve the problem. © Provided by ABC News Darren Haymes was frustrated, angry and anxious while trying to resolve the problem. Complaints up over 200 per cent

The latest data from the TIO shows Mr Haymes is not alone, with a surge in complaints about services delivered on the NBN in last year.

NBN launches fibre-to-the-curb technology, but existing customers won't benefit

  NBN launches fibre-to-the-curb technology, but existing customers won't benefit NBN Co announces a new technology mix to speed up the internet connections of 1 million homes, but existing customers experiencing problems with slow connections will not benefit.NBN Co today went live on its latest form of technology, fibre-to-the-curb (FTTC), with 1,000 homes in two suburbs, Coburg in Victoria and Miranda in New South Wales, the first in Australia to have the option to connect to the service.

Complaints about Telstra service If you're having internet connection problems, search your address to find out if your property could be affected by a Chorus broadband network outage. 20 Sep 2017 National Broadband Network ( NBN )

Dec 11, 2017 If you've been left in the lurch due to the cable NBN pause, you're going to have to “In order to meet a higher level of service quality, NBN Co will be performing advanced network testing Jan 13, 2018 The Leader can reveal NBN were unable to specify which Melbourne suburbs would

"Of course it's a concern," ombudsman Judi Jones said.

"For consumers who have a problem connecting to the network or who are getting poor service quality once connected, it's really frustrating when you're expecting a beautiful new service and it doesn't go well."

The ombudsman's data shows there were 22,827 complaints from July to December 2017.

That was a 203.9 per cent increase in complaints compared to the same period for the previous year.

It comes as NBN closes in on its 2020 completion deadline, with 948,606 premises activated during that six-month period.

"We're not supervising the rollout," Ms Jones said.

"We can assume that people who don't contact us are having a great experience, but it's certainly concerning the complaints we receive," Ms Jones said.

Phone and internet complaintsPercentage increase
Queensland39.3pc
Western Australia36.5pc
Tasmania33.1pc
Victoria30.5pc
New South Wales27.9pc
South Australia22.7pc
Northern Territory20pc
ACT11pc

NBN Co said it received less than 5 per cent of complaints to resolve.

"NBN Co acknowledges there is still more work to be done," co-chief customer officer Brad Whitcomb said.

Google Is Said in Talks to Buy Nokia's Airborne Broadband System

  Google Is Said in Talks to Buy Nokia's Airborne Broadband System Google is in talks to acquire Nokia Oyj’s airplane broadband business as the Alphabet Inc. unit seeks to tap into new services and reach more users by offering in-flight high-speed internet, people familiar with the matter said. Nokia’s technology could help Google offer a faster alternative to existing Wi-Fi on airplanes, said the people, who asked not to be identified because the deliberations are private. Talks are advanced and an agreement may be reached soon, the people said.A final decision hasn’t been made and the companies could still decide against a deal, the people said.

But other internet and mobile phone services are also letting consumers down, with complaints to the Ombudsman soaring by more than 38 per Michael Petith at his home in Glen Alpine, NSW. His NBN connection drops out five to six times a day and neither his provider, iinet, or NBN Co will tell him why.

He called his internet retailer to ask about their 100 Mbps NBN plan ( a month), and here’s where the story gets interesting. Let’s get one thing straight: Australia’s NBN was not designed on the back of a beer coaster. Paddy Manning is a contributing editor (politics) at The Monthly.

"Particularly at this critical stage of the rollout as we balance prioritising customer experience without taking our foot off the construction pedal."

The ombudsman's report comes after it was equipped with new powers to compel NBN Co resolve disputes, rather than only being able to instruct the retail service provider.

The six-month update shows there was a 28.7 per cent increase in all telecommunication complaints to the ombudsman, with charges and fees the most common concern, followed by provider response and poor service quality.

The ombudsman said most complaints were resolved within a month and after the first phone call.

Mr Haymes said he wanted the NBN rollout to go at a pace that ensures fewer problems.

"The NBN needs to take responsibility, it needs to be held accountable,'' Mr Haymes said.

"[NBN needs to] try and address the core issues, not roll customers into the NBN service if it's not ready."

NBN Co recently announced it would resume installing the type of connection used for Mr Haymes' home, known as hybrid fibre coaxial, after suspending its rollout last year due to connection problems.

Minister considers harsher penalties for telcos

Communications Minister Mitch Fifield has told telcos they "need to lift their game".

He has announced a comprehensive review of the complaints system, aimed at exposing who is responsible for a problem.

Bulls prop hit with six-week biting ban

  Bulls prop hit with six-week biting ban Bulls prop Pierre Schoeman has copped a six-week suspension after pleading guilty to biting Melbourne backrower Richard Hardwick last weekend. Bulls prop Pierre Schoeman has been hit with a heavy suspension for biting Melbourne backrower Richard Hardwick during their Super Rugby clash last weekend.Schoeman pleaded guilty on Tuesday at a SANZAAR judicial committee hearing held via video conference and was banned for the next six weeks.

NBN complaints soar as high speed internet dream looks like nightmare. But as the rollout continues, complaints are soaring . For Shaun Perry, playing virtual war games is fun - but with his broadband the battle has been all too real. Back To Top.

Develop or plan with nbn . Sell nbn ™ network services . Contact us. Take the journey with us as we go through the key milestones in the progression of the internet and find out why the nbn ™ broadband access network really is the next step forward.

"All consumers want to know very clearly when something is a retailer responsibility and when something is an NBN responsibility, so that there can be accountability," he said.

He flagged a possible increase in the fines that can be imposed on telecommunications companies if the ombudsman upholds complaints against them. 

"Financial penalties and compensation is one of the things we will look at in reviewing the consumer safeguards framework," Senator Fifield said.

"You do want there to be a little bit of a sting for telcos when it comes to behaviour that isn't what it should be."

Senator Fifield sought to distance the politically sensitive NBN from the rest of the complaints, stating only a quarter of the total TIO complaints related to the NBN.

NBN Co spokeswoman Philippa Perry said the complaints only constituted 0.67 per cent of active premises.

"That's not to say there's more we can't do," Ms Perry said.

"There's absolutely things we can do at NBN's side to improve processes and structures.

"We believe that there's important things that we can do to improve communications with our telcos as well.

"At the end of the day, if you're a consumer you don't really care if it's NBN's fault or the telco's fault."

Google Is Said in Talks to Buy Nokia's Airborne Broadband System .
Google is in talks to acquire Nokia Oyj’s airplane broadband business as the Alphabet Inc. unit seeks to tap into new services and reach more users by offering in-flight high-speed internet, people familiar with the matter said. Nokia’s technology could help Google offer a faster alternative to existing Wi-Fi on airplanes, said the people, who asked not to be identified because the deliberations are private. Talks are advanced and an agreement may be reached soon, the people said. define("homepageFinanceIndices", ["c.

—   Share news in the SOC. Networks

Topical videos:

This is interesting!