Level 1: Cadet

NBN overcharging for speeds

Hi, Can you handle account overcharge issues instore as I am unable to get a straight answer or actual follow through from telephone consultants about NBN overcharges in the last 4 months?

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Level 24: Supreme Being
Level 24: Supreme Being

Re: NBN overcharging for speeds

Stores generally aren’t able to assist with billing disputes. For the most part it needs to be done with the billing team by phone or livechat. If you arent satisfied with the support you are receiving from the general support teams the only suggestion I could make would be to consider lodging an official complaint. That way you will be assigned a case manager to look into it for you.

Other thing to note is if you were waiting for a credit into the account it can take up to the second bill for it to reflect once it is processed so it could be partially impacted by this as well.
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Previously worked with a Telstra Partner however I am not a Telstra Employee, just a fellow customer helping when I can.

Support Team
Support Team

Re: NBN overcharging for speeds

Hi @hiho468


We have been undertaking the review of the speeds of customers who take up a speed boost on their FTTN or FTTB nbn services after connection since May 2017 and where we identify customers cannot attain the benefit of the speed boost, we have been contacting them to provide refunds.


We also gave these customers the option to move to a different speed tier, or to cancel their contract altogether.


We will begin contacting other affected customers, who represent a small sub-set of our total NBN customer base, over the next few weeks, and there is no need for customers to contact us about this matter.


The majority of our customers have a service that can deliver the speeds of the plan they’ve chosen, but there’s a small group whose nbn connection isn’t capable of delivering the top speeds & that is who we’ll be in touch with.


We have changed our advertising, marketing & sales processes. We now use the standard ACCC naming convention to describe our speed plans and quote the typical speeds a customer can expect, including for the period when most people tend to use the internet.


You can find this information on the following link:


If eligible, you would have received an email & this would have included a number to call if you wanted to discuss further


You can find all our current NBN offers on the following links:


If you'd like to discuss your current plan with us, please call 1800 676 088 between 8am–9pm AEST/AEDT. 

Please let me know if you have any questions


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