steins
Level 2: Rookie

How long did it take to get a successful NBN connection when moving from Cable to NBN HFC?

BACKGROUND:  Been with Bigpond Cable for over 10 years... the speed i'm getting in  the last year has been 100mbps downstream and around 5mbps upstream.  Never had issues with Cable and since I work from home 90% of the time, it has been great for me.

 

NBN was available in my area (6150) around Nov 2016.  The letter stated that we have until July 2018 to move and since I am enjoying my Cable, I was not in a rush to move.

 

Around Nov 2017, got a letter from NBN saying rollout has been postponed due to further updates needed to the infrastructure.  Am glad to hear that since I have back to base monitored alarm I had to update that before moving to NBN anyway.

 

Oct 2018 - got another letter from NBN saying updates were completed and rollout is happening again - with the disconnection date of my current phone and cable around Oct 2019.  A week later, got a letter from Telstra saying disconnection date for my services is Feb 2019.  SInce I work from home I needed to get this done ASAP.

 

I upgraded my home monitor late November and rang Telstra early Dec 2018.  Told them my situation (need minimise downtime since I work from home).  So they've booked for the NBN technician to come on the 31st Dec saying it should only take 4-5 hours to get everything back up and running.

 

31 Dec at 10am - NBN Technician came, checked all the connection - since they're using the existing cables, it was pretty easy and he left an hour later.  I checked my Yahoo and Gmail accounts and it was working.  

 

31 Dec - afternoon - I decided to log into work and it won't let me.  I checked other sites like eBay and can't access it either.  Rang Telstra, they said give it 24 hours for the order to be completed.

 

1 Jan 2019 - afternoon - still can't access other sites besides Yahoo, Gmail and Facebook.  Rang Telstra, they said my order still not completed so give it another 24 hours.

 

1 Jan at 11pm - I checked the order status and it is now been updated to completed.  According to the person I spoke to earlier that day, once the order is completed, my internet should get back to normal.  Which is not the case still.  I turned off my modem for 30 min.  Turned it back on and still no luck

 

2 Jan at 6am - am supposed to be working from home but spent last 2 hours on the phone with Telstra coz still can't access any sites besides yahoo, gmail and facebook.

 

 

Telstra support says they need to get a specialist to contact me.  So i'm just wondering what everyone else's experience is with moving from Cable to NBN HFC?  Been 2 days for me and it's a pain so far.

 

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4 REPLIES 4
343GuiltySpark
Level 23: Superhero
Level 23: Superhero

Re: How long did it take to get a successful NBN connection when moving from Cable to NBN HFC?

In most cases the change over is seamless. Have you tried factoring resetting your modem or changing the DNS server used on your computer?
I work for Telstra, but my opinions are my own and not that of Telstras
EthanG
Support Team
Support Team

Re: How long did it take to get a successful NBN connection when moving from Cable to NBN HFC?

Hi @steins,

 

Thanks for reaching out. Sorry to hear about your experience, this is not what we want for our customers at all.

 

Can I please confirm if you have been contacted regarding this one?

 

Please let me know.

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steins
Level 2: Rookie

Re: How long did it take to get a successful NBN connection when moving from Cable to NBN HFC?

Have changed DNS, factory setting the modem, etc multiple times in the last few days with no luck still.
steins
Level 2: Rookie

Re: How long did it take to get a successful NBN connection when moving from Cable to NBN HFC?

I've contacted Telstra since day one (31st Dec) and everyday since then. I work from home so being put on hold for 1-2 hours per day plus the fact that I have to use my mobile data so that I can work from home is really frustrating.

Before signing up, I made it clear that I do work from work.. had my Cable internet for close to 2 decades without issues. I was told the transition should only see a 5 hour max downtime.... and right now, 3 days later and the "specialists" still can't tell me what is going on.

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