I have been waiting for the NBN for years! I live in the inner city where several of the neighbouring buildings have NBN. Drilling happened months ago – causing incredible noise disturbances – and NBN has yet to be provided to my building. Not acceptable!

This is actually a follow up to my original complaint, listed below (16 days ago), where my ADSL was cut off and then, due to stupid policy, it could not be reconnected even though my NBN could not work.


Somehow, things get even more ridiculous. After my original issue with iiNet, I decided I needed to change provider as I could not get ADSL again. Telstra were the only NBN provider who had a 4G back up system in their modem, so I chose them. I had already been using a 4G data stick in the three weeks I had been without internet due to iiNet, so I knew I could at least get decent speeds that way.


I rang Telstra and they confirmed that the 4G back up would work while I was waiting for the NBN to actually get fixed. However, they were not so forthcoming in the fact that the 4G back up is only limited to 5Mbps. This is ten times slower than what I expected, and still three times slower than my old ADSL! I rang them, but they said they could not uncap the 4G back up, so that was the best I could do. As I’d already been without internet for three weeks, I figured this was still better than nothing.


Fast-forward to the 5th of December. iiNet sent me text messages to say that my technician appointment is booked for the 26th of November 2018. ie, the company I had already cancelled with sent me details about a technician appointment for a date that had already passed by well over a week. They sent me a carbon copy of the SMS and emails which they originally sent me three weeks earlier.


But here was the problem; despite being told to do so, iiNet had not cancelled their previous order. I rang Telstra on the 5th, and they told me that it should be working, but it obviously wasn’t. We then worked out that iiNet’s old order was the issue, after I contacted NBN Co.


And this is what NBN Co told me to do: I had to ring iiNet and make them cancel the order (taking up to 48 hours). I then had to ring Telstra and tell them to put in a new order. Because, get this, NBN Co’s system is that rubbish it cannot recognise there was a queue of orders and thus it could not process Telstra’s order, even when iiNet’s had cleared. This is just plain stupid. And even worse, I’ve had to be the middle man between all of these companies because NBN Co cannot just cancel the order from their end! So five weeks later I am still without NBN because NBN Co, Telstra and iiNet could not figure it out for themselves! This is just ridiculous!

NBN was coming to me within 18 months, around ten years ago, FTTP under Labor, now it is scheduled for between Jan – June 2020 and is FTTC.

I live in Hamersley, WA 6022, next door is the Australian Broadcasting Station. For years I have lived with slow ADSL 2+ speeds (0.3 to 2.3 Mbps) Now I have NBN FTTN which I get speeds of around 16 Mbps on a 50 Mbps plan, however every few minutes the internet stops working due to Line Noise (can hear AM radio on the line when tested by technicians) also they were unable to get a line sync with their modems. So basically unusable.

I live in Hamersley, WA 6022, next door is the Australian Broadcasting Station. For years I have lived with slow ADSL 2+ speeds (0.3 to 2.3 Mbps) Now I have NBN FTTN which I get speeds of around 16 Mbps on a 50 Mbps plan, however every few minutes the internet stops working due to Line Noise (can hear AM radio on the line when tested by technicians) also they were unable to get a line sync with their modems. So basically unusable.

My ADSL was with iiNet and they cut it off without warning on the 7th of November to make way for my NBN connection. However, when the NBN equipment arrived the next day it could not connect.


Unfortunately it took iiNet over a week to organise a technician to come out. He visited today (almost three weeks later), and while very polite and helpful, he was unable to resolve the issue due to wiring in the pit. He said the previous installers had presumed the wiring went to the pit out the front, but this was incorrect and apparently it goes all the way across the street (a four lane highway). Therefore, they need to get someone else out here to actually wire it correctly, and that person is already very, very busy in this area.


However, the technician did say that my ADSL should be able to be reconnected, as it is not a fault with my equipment. I rang iiNet back today and they said it was not possible to put through an order for ADSL again.


My question is, who makes that decision that the ADSL is now cut? I have gone three weeks without internet so far and need it for work. The ADSL was functioning perfectly before being disconnected. How do I go about getting it reinstated?


There has been a lot more to this saga, such as iiNet taking so long to get a technician out here, but the short version is I need my ADSL reconnected ASAP.

I’ve just moved back to Sydney. I lived 10kilomtres from London and had unlimited 1Gbit Ethernet for under $120AUD per month. We shouldn’t be paying more for a new modem/router for VDSL or cable. We should be plugging directly in to Ethernet. 14 years ago I had ADSL2+ And speeds of up to 80 mbps with iiNet. It’s an utter disgrace that the head of the old Ozemail has managed to screw an entire country’s right of passage for access to what is now a basic human right. Utter shambles. We should be leading the charge and have 10Gbps now. An SFP doesn’t cost more than

I’ve just moved back to Sydney. I lived 10kilomtres from London and had unlimited 1Gbit Ethernet for under $120AUD per month. We shouldn’t be paying more for a new modem/router for VDSL or cable. We should be plugging directly in to Ethernet. 14 years ago I had ADSL2+ And speeds of up to 80 mbps with iiNet. It’s an utter disgrace that the head of the old Ozemail has managed to screw an entire countries right of passage for access to a basic human right. Utter shambles. We should be leading the charge and have 10Gbps now – the optics are less than $20AUD!!

Dear Tanya,


I have lived at my current address in Avoca Beach for four years. In all this time I have had at least 3-4 complaints per year for my faulty telephone line. When NBN was taken up by me I hoped all my problems would be solved. This is not the case and as a fact the problem has worsened! I complained to my provider yesterday and was surprised when an NBN technician arrived a day early. He spent almost an hour and a half tracing my cables down the street. He admitted that the line was faulty and had been for years. There is no spare cable pairs available and they have chosen to take no action. My download speed is very unreliable and can drop out frequently. I use the internet/email a lot and often have to resort to my mobile phone as an alternate modem. This is totally unsatisfactory. I wish to register my complaint and frustration of the so called “Broadband system” and there appears to be no way for me to speak with a person responsible for the maintenance of the ancient copper network.


I look forward to your reply.


Kind regards,


Roger

Installing the NBN service to a block of 24 Units, proposed approach, to run conduits attached to the external face of the building. Not low impact. The building will have conduits all over the exterior of the building walls including an external box placed at each front door and leaving it up to the unit owner to work out how to get it inside, assume with more conduits. The result, conduit being run over the entire length of the block creating an unsightly mess. By the way the existing TPG service goes via the existing Telecommunications room and infrastructure. Virtually no impact! So low IMPACT NBN solutions do exist, at a much lower cost

We are now likely to be without even a home phone for up to 18 months as Telstra refuse to connect a home phone as there is NBN infrastructure planned for the area. This is a breach of the universal service agreement as we have ascertained that both mobile and satellite do not work on our site.

My speeds have dropped from an average of 45 mbps to 25 mbps, in a perios of 3 months. I have kept test results. I signed up for 50 mbps in June after a lengthy discussion with Optus, and last month asked Optus what was wrong and found out that where I live can only get a maximum of 30 mbps and I would have to go down to 25 mbps, which when I signed up, was a cheaper option. They had several different speeds from 25 mbps up to 100 mbps when I organised my contract.

I talked again to them when I got my bill on 5/10/2018 and saw there was no reduction. I spoke to Optus. When I tried exploring alternatives to give me a better speed I was quickly reminded that I was under contract for two years and that there only was the one speed, the one I had, and there was no reduction for not getting what I signed up for as that did not exist. I also have a data contract with them for a little wifi modem that connects to the 4G network, and I felt this might qualify me for changing plans, something I have NEVER had problems doing in the more than 10 years I have been with Optus. Not this time! Not even discussed!

I live in a public housing area. A couple of streets over in the private housing area they have FTTKerb, to replace the second rate copper wires we all share.

Almost 2 km of degraded residual copper for my little community of 6 houses. We are apparently at the end of the run, so we get the worst connectivity in our area…max speed of 24 Mbps when it works.. but of course it rarely works properly, if at all. Technician after technician… until the last bluntly told us…“There’s nothing more we can do to polish the turd”. I’m now left with paying $15,000 out of my own pensioner pocket to upgrade to FTTP. I’m tempted to say bring back the old system where at least the phones worked and the net was slow but at least it was reliable… but of course what we need is a different government with a different plan for proper NBN.

no phone if we have a power outage this is archaic in 2018 if older people do not have a mobile there is no way they can call emergency ambulance what a joke the government should be ashamed of introducing this outdated system we are certainly going backwards with our communicating system.j

I live less than 1.5 km from the outskirts of Narrabri in NSW. I currently get ADSL2 that delivers 6 to 8 mps. Its works and is reliable. I was looking at the NBN to provide a faster service. I didn’t expect fibre but I did expect fixed wireless. But apparently the NBN has run out of money for infrastructure. The put a ring of fixed wireless around all the towns like Narrabri in earlier installations but now they don’t. We have been told we will have to use salellite technology when I can see the town. Worse than this they now want to turn off the ADSL to force use unto a 3rd rate system.

I have voted Nation all my life but that is about to change!

This is pathetic

Just wasted my time and money. I hate liars.

Area: Drysdale, Victoria; Timeframe: been installed 2 years since August 2016;

ISP: NBN FTTN & Telstra;

Plan:- 200GB+200GB bonus & 25Mbps @$79/month inc. all national calls

Problem:- always slow, slower than the suggested speed should normally provide; promised by young salesperson fast speeds, and many devices used at once. BUT even at 18Mbps speed always seemed slower than 4-6Mbps speed of old ADSL at same premises.

First year was many drop outs – daily. And very slow when others in household of 4 turned on devices. e.g. 4-9PM

Action:- Many, many calls to Telstra support line, alway had to start story at the beginning; every O/sea operator checked the line at time of call and informed me line was okay;

Finally after taking issue to Ombudsman, then Telstra trying to resolve without result and going back to Ombudsman, a senior problem solver from Telstra offered me either to end contract or receive a credit for 50% of 24 month cost. I accepted the 50% offer.

Now in August 2018 I am out of contract, they have put me on the new 1000GB/50Mbps plan and mystical speed are 9-18Mbps at peak times (4-11PM).

How I feel: Tired, frustrated, and a bit angry at the lengths I have to go to to be heard by Telstra, the mis-information fed to see, the inaction, and of course the drop-outs and slow speeds including paying for 50Mbps and only getting at best 18Mbps.

John, Drysdale, Victoria.


P.S. Tania & Penny on a Ticket for PM & deputy PM!

My FTTN service experiences regular dropouts. I did all of the required troubleshooting with my ISP who then referred it to NBN. NBN Co. logged in remotely without sending a tech and said I have an 18m bridge tap somewhere between the network boundary point and my loungeroom, which is roughly 3 metres away. The refuse to have a tech look at the copper between the node and my house until I replace my internal wiring, which would cost several hundred dollars.

I gave up playing online games when i got nbn fixed wireless as the constantly variable latency and non stop dropouts made impossible. Though i was able to do this successfully on ADSL and ADSL2. So this is the worst internet i have had for over a decade. been connected for around 6mnths.

NBN contractors have installed a large node in front of my property, near my water meter, underground water pipe and mailbox, on a small verge and in a narrow street. They moved it from the advertised location without notice and when I objected I was told they only take objections before construction has started. They gave a non-existent reason for relocating it and expressed concern for underground utilities, yet placed their cables and node next to my gas and water pipes. We are not permitted to have front fences here in Canberra but they can ignore local planning regulations. I was told I can pay to have it moved! Already, large vans are using the small verge as they can’t park safely and legally on the road which is narrow and near a corner. When it is operational, vans will be there at all hours maintaining it. There were other, less intrusive sites to build it. I am appalled that the Government supports such actions. There is a lack of accountability and a great deal of secrecy surrounding this organisation.

NBN contractors have installed a large node in front of my property, near my water meter, underground water pipe and mailbox, on a small verge and in a narrow street. They moved it from the advertised location without notice and when I objected I was told they only take objections before construction has started. They gave a non-existent reason for relocating it and expressed concern for underground utilities, yet placed their cables and node next to my gas and water pipes. We are not permitted to have front fences here in Canberra but they can ignore local planning regulations. I was told I can pay to have it moved! Already, large vans are using the small verge as they can’t park safely and legally on the road which is narrow and near a corner. When it is operational, vans will be there at all hours maintaining it. There were other, less intrusive sites to build it. I am appalled that the Government supports such actions. There is a lack of accountability and a great deal of secrecy surrounding this organisation.

Our landlady has been forced to upgrade to the NBN here in Bondi Junction. With the old ADSL, we got 16-17Mbps to share between everyone in the house. Now, with ‘25Mbps NBN’ we are lucky, if the connection doesn’t drop, freeze, or hang, to get 3-5Mbps. And for the privilege? She gets charged $10 more per month! No matter how much she complains, her ISP can’t do anything because the problem is NBN Co. They are untouchable. NBN Co are above consumer law it seems. So all of us in the house get 1/5 of the speed, horrible reliability, and our landlady is forced to pay more.

A suggestion – considering how difficult it is to create the infrastructure in Australia and how much we have wasted already on the wrong approach, I’d suggest a goal for our future. if every premisses could achieve 50 Mbit/s, and <50ms latency then it would be possible to use remote desktops to cloud locations to get full quality display and video remotely (Amazon and other large companies use Teradici PCOIP to do this). This would be the minimum to secure some kind of preparation for future proofing. With this approach, as the speeds improve at locations like amazon, google, microsoft, everyone connected to those locations benefit. For example, While I only need 50-65Mbit/s to connect to my desktop in amazon, I can achieve 300-500Mbit/s at that location with a desktop that has no noticeable difference for even graphics tasks like video editing or 3D animation.

A suggestion – considering how difficult it is to create the infrastructure in Australia and how much we have wasted already on the wrong approach, I’d suggest a goal for our future. if every premisses could achieve 50 Mbit/s, and <50ms latency then it would be possible to use remote desktops to cloud locations to get full quality display and video remotely (Amazon and other large companies use Teradici PCOIP to do this). This would be the minimum to secure some kind of preparation for future proofing. With this approach, as the speeds improve at locations like amazon, google, microsoft, everyone connected to those locations benefit. For example, While I only need 50-65Mbit/s to connect to my desktop in amazon, I can achieve 300-500Mbit/s at that location with a desktop that has no noticeable difference for even graphics tasks like video editing or 3D animation.

In the two years since I the NBN was connected I have had CONSTANT, DAILY DROPOUTS. In my efforts to fix this I have been to two ISP’s but I have quickly learnt the fault is not with the ISP’s but rather with NBNCO who are responsible for the infrastructure. Both my ISP’s have told me that “we are at the mercy of NBN Co” and I know the ISP’s try, but what can they do when the infrastructure is not up to scratch? I eventually got nbnco to concede the problem was in their area, but after only three weeks their complaints officer wrote back and said “I have closed your case”, without any reason or prior discussion. And to demonstrate that the ISP’s are not the problem my first one was directed by NBNCO to send me three modems, while my second was instructed to send me two. So I currently have five modems, and that is how NBNco reacts to infrastructure issues… send them a modem. But, when that did not work they they sent me technicians (private contractors they have to pay!) All they want to do is diagnose.. and run … as they are still paid! So the FIRST found that everything was working when he arrived… so he left. I advised him by text 20 mins later, that the service was gone, but he did not respond. The SECOND did nothing but talk to head office from the roadway in front of the house, and left. The THIRD said the kitchen utilities were causing the problem and I had to move the modem and he left. The FOURTH said the wiring was faulty, and left, and then; – after all that – NBNCO told me to get a licenced cabler to examin my internal wiring, which I did. the FIFTH! The result; – “there is nothing wrong with your wiring… it runs direct from the street pole to your modem, with no junction box. That proves the fault is with nbnco”. BUT just to put the icing on the cake, I found a SIXTH cabler PRIVATELY, who is ENGAGED BY NBNCO ITSELF. He looked a my setup and said, in his opinion, the fault is between the Node and my property, but NBNCO do not like being blamed for any failure of theirs so, what did they do…. THEY ASKED ME TO PAY FOR ANOTHER PRIVATE CABLER TO PHOTOGRAPH MY WIRING (/) AND PROVIDE YET ANOTHER REPORT. To which I replied: you must be joking and told them it is not going to happen, and so my problems continue with dropouts occurring on a regular basis, daily, including while writing this! All I can do is to hope that our politicians wake up to the fact that FTTN is a complete failure. And that raises another issue. My Brother in law had his FTTN replaced, without warning,and he was given FTTP / k? And this seems to be happening everywhere, but mainly in the wealthy areas. They are given FTTP, while everybody else gets FTTN. Why do we have a two-tiered NBN? My B in law accepts the basic service; while I pay for a faster service. The problem, his basic service is faster than my “fast” service. There is no doubt Australia’s NBN is THE GREATEST INFRASTRUCTURE FAILURE IN AUSTRALIA’S HISTORY and guess what, OUR POLITICIANS ARE DOING NOTHING ABOUT IT… IN FACT THEY ARE ALLOWING THIS DISASTER TO EXPAND, TOTALLY IGNORANT OF THE SIMPLE FACT THAT THEY NEED TO STOP NOW AND GO BACK AND FIX UP WHAT THEY HAVE ALREADY ROLLED OUT. ITS ALL CRAZY.

O, and by the way, if you complain to the Industry Ombudsman, he has no power at all to monitor or report on any inadequacies or service failure by NBNCO. He can only chase the ISP who I now know is not a fault. And my dropouts continue. And now I have to address the final insult that has been imposed on the Australian Nation and it has two parts. The FIRST: A few years ago the Australian Government, wisely, introduced a “Telephone Customer Guarantee” whereby there were financial penalties imposed upon providers if their services were not up to scratch, but, before you can access the NBN in Australia now you first have to agree to WAIVE THE BENEFITS OF THE CUSTOMER SERVICE GUARANTEE? And the SECOND point flows from that; – would you believe NBNCO believe up to FIVE DROPOUTS A DAY IS AN “ACCEPTABLE STANDARD”; – a standard that was NOT accepted in the forties?

This is what the Australian Government has inflicted on us… and there is no sign that anybody is prepared to fix up what is clearly a major infrastructure failure. Not only are they not fixing it, they are expanding it across the nation! I know this reads like a joke, but sadly it is no joke.

Why was my case with NBNCO closed by the case manager. They would not admit it, but I believe my service now fits within their “standard” where five dropouts a day is “acceptable”??


PS… If you have ADSL and they offer you the NBN resist with all your might. ADSL is a far superior service and it comes with a phone service that is backed by the Customer Service Guarantee…. But once you move you cannot go back to the reliable service; – like me you just have to tolerate the DAILY CONSTANT DROPOUTS, NOT ONLY OF THE INTERNET BUT EVEN MORE IMPORTANTLY, OF THE PHONE???

NBN (FTTN) was connected to most of my suburb in September 2016 but our house and about a dozen houses down from us remain unconnected. NBN says there is a problem connecting us and that it will be fixed but almost 2 years later (no updates at all on the rollout map) and still no connection. I could maybe understand if the node wasn’t right outside our driveway and has active NBN connections installed. If the node is connected and active how can there be issues connecting a house 3 meters away???