NBN who's happy with theirs?

I finally got Telstra to send an NBN tech to resolve my FTTN connection issues after months of 'troubleshooting', or so I thought!

...After confirming a 3pm appointment, then receiving a call at 12 noon re-confirming, then receiving 3 text messages in the space of 30mins! between 2.10pm and 2.40pm saying, make sure you're home! ....they didn't turn up!!

Having taken time off work, I waited from 2.50pm until 6pm. Nothing!

Where do these companies get off!! If anyone else treated their customers like this they'd be bankrupt within months!

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Originally Posted by Zeros

I finally got Telstra to send an NBN tech to resolve my FTTN connection issues after months of 'troubleshooting', or so I thought!

...After confirming a 3pm appointment, then receiving a call at 12 noon re-confirming, then receiving 3 text messages in the space of 30mins! between 2.10pm and 2.40pm saying, make sure you're home! ....they didn't turn up!!

Having taken time off work, I waited from 2.50pm until 6pm. Nothing!

Where do these companies get off!! If anyone else treated their customers like this they'd be bankrupt within months!

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Yep, it's discussting. Try this next time you ring up - it works.

Ask them to leave your service ticket open and to call you every day until it is resolved. If they push back, tell them that their CEO - Andy Penn, has made a commitment in public to making Telstra a top performer in customer service and that you don't think they are meeting his expectations. Remind them that the conversation is being recorded and that the TIO has the power to sieze these recordings as evidence when (not if) you make a complaint to TIO - tell them you will be making a complaint wether you go through with this or not. Ask them to confirm their names and write them down, along with call times and durations. You'll need this if you do take it further.

If you know how to play the system and they know you know, you'll get an almost immediate response and they'll go back to fobbing off the next poor sucker that accepts their BS.

Yes I went through the whole NBN TIO process over six months with iinet! they just blamed each other then the TIO said nothing more they could do. So I ditched iinet. Telstra started off slightly better, slightly better speeds, despite still constantly dropping out. But now the connection has gone completely dead. I'll give them one more chance to fix it, then I'll go to TIO again.

So, who are recommended providers? Have to make a decision soon.

i was happy with skymesh

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Originally Posted by bob10

So, who are recommended providers? Have to make a decision soon.

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Theyre all hamstrung by appalling performance of NBN Co. and government policy. Telstra has more bandwidth in my experience, but costs more. None are reliable or understand that they provide a service as vital as water or power. They all think we are begging to use their services, which unfortunately is the position we are all in because of profits over performance or people.

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Originally Posted by bob10

So, who are recommended providers? Have to make a decision soon.

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Aussie Broadband ( NOT Australia Broadband - different mob) and Telstra are touted to be amongst the best - Skymesh have also been held in a good light too(have not heard recently though). Bear in mind that you will pay more for these providers but it is worth it in my opinion. Do you know what tech you are getting Bob (FTTN/FTTC/HFC/FW/FTTP/Satellite)?

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Originally Posted by SBD4

Aussie Broadband ( NOT Australia Broadband - different mob) and Telstra are touted to be amongst the best - Skymesh have also been held in a good light too(have not heard recently though). Bear in mind that you will pay more for these providers but it is worth it in my opinion. Do you know what tech you are getting Bob (FTTN/FTTC/HFC/FW/FTTP/Satellite)?

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All I know is Optus sent us a letter, saying we were connected and touting their services. Heard nothing from NBN. I didn't like the look of the crew connecting NBN in our street, looked like a bunch of cowboys, they managed to knock branches off most trees on the footpath, no care taken at all. Very similar to the insulation cowboys, a few years back. Guess the work went to the lowest quote. Optus gave us options, but didn't mention speed. I shall try to find out what tech we are getting, after I find out what the letters mean.

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Originally Posted by bob10

All I know is Optus sent us a letter, saying we were connected and touting their services. Heard nothing from NBN. I didn't like the look of the crew connecting NBN in our street, looked like a bunch of cowboys, they managed to knock branches off most trees on the footpath, no care taken at all. Very similar to the insulation cowboys, a few years back. Guess the work went to the lowest quote. Optus gave us options, but didn't mention speed. I shall try to find out what tech we are getting, after I find out what the letters mean.

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Bob,

Stick your address in here:

When will I get the NBN? | finder.com.au

It will tell you the rollout type.

FTTP: Fibre To the Premises (Best)
FTTC: Fibre To the Curb (kerb) (next best)
HFC: Hybrid Fibre Coaxial (next best)
FTTN: Fibre To the Node (woeful to good - node lotto)
FW: Fixed Wireless
Satelite (worst)

EDIT: some have had good results with Optus but many have not. Ignore the letters from RSPs and make up your own mind on who you would like to go with.

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Originally Posted by Zeros

...After confirming a 3pm appointment, then receiving a call at 12 noon re-confirming, then receiving 3 text messages in the space of 30mins! between 2.10pm and 2.40pm saying, make sure you're home! ....they didn't turn up!!

Having taken time off work, I waited from 2.50pm until 6pm. Nothing!

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24 years ago I was seconded to Telecom for an initiative started by then CEO, Frank Blount. It was called Breakthrough for Customers.

I remember at one of the team meetings, one of the Telecom guys related a story about a liney who turned up at the job a day early and couldn't understand why the customer was annoyed. The customer had arranged to take the following day off, not the day before. The liney seriously couldn't understand that it was an issue.

I left the group shortly after and went back to my real employer as I could see this initiative was going nowhere and was a waste of time.