GaryBJ
Level 1: Cadet

2 months no connection

early November 2018 we applied to move our service.. 30 of January 2019 we MAY, if lucky have internet and phones.. 

the existing house is connected to the NBN

the previous tenants took the little black NBN box.. 

 

Apparently a complete new install is required...

WHAT A BUNCH OF LIES... who do they think we are

 

they need to go through the whole nbn install process again. 

 

in the meantime we are using our mobiles and mobile data from them to run our business.. 

 

extremely poor that they cannot send out another box and get us underway

 

extremely upset with NBN and telstra   don't see telstra running their business with mobile phones and the data from them .. 

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3 REPLIES 3
Level 25: The Singularity
Level 25: The Singularity

Re: 2 months no connection

It sounds like you are on an HFC connection then. The little black box is supplied by NBN Co and is the actual connection to the NBN. The Telstra Gateway in this case acts as a router only.

Unfortunately that means you need to wait for the NBN Co tech to bring the modem and install it. There's not really anything that Telstra can do to get the process sped up.
Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.
GaryBJ
Level 1: Cadet

Re: 2 months no connection

as I mentioned poor from both ..
yes telstra can do more ... they can push .. NBN Co
and the NBN Co should be doing a hell of a lot more..
it really is not that difficult, Telstra can install, NBN Co should give telstra the box and let them get on with it..
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Level 25: The Singularity
Level 25: The Singularity

Re: 2 months no connection

There isn't a mechanism for Telstra to push more. They request the earliest appointment for an NBN Co Tech and NBN sends Telstra the time and date. Telstra have no influence over the timing.

NBN Co will not distribute the modems to the RSPs for the RSPs to install themselves as that is part of the connection process that NBN Co is responsible for.

You can lodge a formal complaint with Telstra, but that will not result in the process getting sped up.
You can lodge a formal complaint with the TIO about NBN Co, which at this stage won't speed up the process either, but will count against NBN Co and hopefully push them to improve their systems.

If you don't like the process, you can also complain to your Federal Member of Parliament as NBN Co is a Federal Government owned corporation.
Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.

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