Perhaps I can add my recent experience. I have had problems with NBN
since I signed up in January and have finally had resolution last week.
In choosing my ISP I decided that one criteria must be that they provide
local telephone support and that my bandwidth should remain as stable as
possible through the peak usage times. From a number of providers I
chose Ausiebroadband which satisfied both these requirements and have
been great.
My problems began immediately after the change from ADSL - line
dropouts, and although speeds were better that ADSL they were nowhere
near what I expected on a 50/20 plan. I put up with it for a while but
after many internet and phone call dropouts (voip) I decided to keep a
record of speeds and service interruptions. The main issue was upload
speeds - down to 0.5 mbps with downloads down to 19mbps at times. I kept
records of all service interruptions, speed tests and screenshots of my
modem line speeds etc. With phonecalls and emails backwards and
forwards to Aussiebroadband (they tracked my service also) and when they
had sufficient info and had done everything they could with monitoring,
port resets and applying stability profiles it was referred on to NBN.
Over some months it took visits from three different NBN technicians
(Telsra?) before I finally got one who actually knew what he was doing
and found the problem - poor joint soldering and a faulty pair in the
post down the road. The other techs had also checked everything from the
node to my house right up to my internal telephone socket, so they took
responsibility to that point. The final successful tech was in telephone
contact the whole time he was testing with a woman in India - they can
check the performance of every phone line in the country from there.
I am 920m from the nearest node but am now getting 48mbps download and
15mbps upload - absolutely stable, and when ADSL is turned off on the
line it should get even better.
I would have to say that having telephone contact with someone in
Melbourne who I could understand, and who actually cared about my
problem, was a huge bonus. They would call me back regularly along with
email contact - I can't speak highly enough of their service. It took
time to resolve but that is attributable to the processes required by
the NBN and the number of tech appointments/visits to finally find the
problem.
My conclusion - choose your provider carefully and be persistent if a
problem arises with the NBN.
Bob
On 25/06/18 21:33, Tom Robinson via luv-main wrote:
I'm hoping someone here may have some insight to cabling
responsibilities under the NBN and also my expected rights under the
Customer Service Guarantee (CSG).
I was talking to Internode today about transitioning to the NBN and had
a few surprises:
1. I will now be responsible for the cabling from my wall socket to some
as yet undefined location in the street (sales guy couldn't tell me
where that was).
2. I have to waive my rights to the CSG.
I have had two occasions in the last year when I've had to call Telstra
to come and fix my line issues (which they did at no cost to me). What
can I expect under the NBN?
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