DEANJA
Level 23: Superhero

SLOW NBN - COMPENSATION NEWS

I'm sure the following news will come as a welcome gesture by many "NBN" customers...

 

Will be interesting to see if other ISP's follow up also...

 

http://www.news.com.au/finance/business/breaking-news/telstra-to-refund-customers-for-slow-nbn/news-...

 

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NB: I am NOT a Telstra employee, just another customer like you.

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8 REPLIES 8
daphatmac
Level 1: Cadet

Re: SLOW NBN - COMPENSATION NEWS

What does this mean for the average customer? How do we know if we're in the group that will be compensated?

Yastiandrie
Level 24: Supreme Being
Level 24: Supreme Being

Re: SLOW NBN - COMPENSATION NEWS

From what i understand it is for customers who signed up for speed-boosts and their service is physically incapable of it (E.g Long Line FTTN whos maximum sync speeds are lower then the boosts). It don't think it covers things like peak time congestion

 

 

 

I am a Complex Customer Service Specialist, nominally working with most assurance products. However, I am not an official representative on CrowdSupport.

IT Helpdesk and Technicial Support by Telstra Platinum
Helping Australians Find the Things that Matter Most with Telstra Locator
SOOVATELSTRA
Level 1: Cadet

Re: SLOW NBN - COMPENSATION NEWS

So, can anyone tell me if Telstra will contact me or do I have to do the chasing around for my refund.

Renee
Support Team
Support Team

Re: SLOW NBN - COMPENSATION NEWS

Hi SOOVATELSTRA,

 

Thanks for reaching out, you're more than welcome to check out http://tel.st/nbnacc for more information.

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reax
Level 3: Gumshoe

Re: SLOW NBN - COMPENSATION NEWS

The refund thing is just a load of marketing BS.

 

The only way to get a refund is if you are physically unable to reach 60% of your speed boost any time of the day, does not take into account congestion.

 

So if you are on a 100 / 40 plan and can at least reach 60 mbps at say 4 am in the morning , no refund.

 

Just Telstra trying to drum up more business.by going " look at us, we care about our customers".

Juggernaut1977
Level 3: Gumshoe

Re: SLOW NBN - COMPENSATION NEWS

The reason why I cancelled my NBN paying top dollar for 100/40 but only receiving 30 down 8 up. But I don't expect to see any of my $100 a month given back.
Yastiandrie
Level 24: Supreme Being
Level 24: Supreme Being

Re: SLOW NBN - COMPENSATION NEWS

@reax i've had reports of the refunds being triggered even if your max sync rate is only a couple of mpbs lower then the speed boost (E.g sync rate 48/32 triggering a refund of the 50/20 boost)

 

congestion is not the same as physically incapabale of reaching the speeds

I am a Complex Customer Service Specialist, nominally working with most assurance products. However, I am not an official representative on CrowdSupport.

IT Helpdesk and Technicial Support by Telstra Platinum
Helping Australians Find the Things that Matter Most with Telstra Locator
barri
Level 5: Eagle Eye

Re: SLOW NBN - COMPENSATION NEWS

I compare this to buying a colour TV but only getting black and white and the seller offers a refund if you return it and buy a black and white TV but no refund if you keep your colour TV which can only show black and white, which is not what you paid for.

 

Why don't the people on 100/40 be compensated for not getting what they paid for? Why should I drop speed just to get a refund and even if I do drop to 50/20 will I get close to 50 or will it be more likely 30?

 

This is complete and utter crap!

 

In USA anyone who doesn't provide what you pay for would be sued!!!!! Perhaps we should do a class action

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