Don’t blame the NBN…it’s not (usually) their fault.

The Telecommunications Industry Ombudsman have seen a 147.8% increase in complaints about the NBN. Nice work to the retailers who have obviously deflected the blame!

Many, many faults get blamed on the NBN when in fact these are the fault of the retail service provider (RSP) and their network. Unfortunately, it’s become common practice for the RSPs to blame the NBN for problems encountered by their customers. They can do this with impunity because essentially NBNCo doesn’t deal direct with the public and being a government utility can’t really defend itself and the quality of their network except in the most general terms.

Something in particular that drives us nuts is when people have their copper telephone lines disconnected and the RSP says “oh NBN cut your phone line”. No they haven’t, that’s Telstra’s job and they gave the RSPs lots and lots of warning – the RSP just chose to ignore it and not tell their customer before it was too late.

The big advantage for the RSPs blaming NBNCo is that the client (as in you) isn’t tempted to find another provider because they think they’ll get the same result with all the providers (because of the common NBN network).

While I can’t categorically say that NBNCo doesn’t ever have network failures, but these problems are extremely rare – particularly if you’re on fibre to the premises (FTTP). From the network point of view, the NBN is incredibly simple – it just takes raw data from the client and delivers it to the RSP and back the other way at a constant speed. NBN failures are usually very obvious – they result in total failure (no internet or phone at all), often accompanied by a red fibre light – which means the fibre link has failed (someone dug through it etc).

So, if you have problems like:
– slow internet (particularly at certain times of day)
– internet dropping in and out
– phone line crackly or dropping out

…then it’s your retailer’s problem, not NBN!

Even if you’re on fibre to the node (FTTN), while you may have slower internet (due to poor quality copper), it won’t vary throughout the day. To make matters worse the FTTN technology (VDSL with G.Fast) is relatively new to the world. Additionally, I suspect that many of the modems delivered by the RSPs aren’t up to the job.

Unfortunately many telcos (including the big ones), struggle to get their staff to understand the new technology and how it works. It’s tempting for them to treat it like the old copper, but it’s completely different technology and the problems that can arise are very different. Telcos often send NBNCo on wild goose chases, because they don’t know how to diagnose the fault.

So if you’re a business and you’re getting frustrated with a flaky internet connection or crackly, unreliable phones, and have instead resorted to moaning about how the NBN is such a ridiculous waste of money we have the solution.

Stop putting up with it!

Give Launtel a call and we’ll fix it!

In the unlikely event the fault is with NBN, our local technicians get that fixed quickly by engaging with NBNCo, who in our experience are extremely responsive, as long as you give them clear information about what the problem is. If you feel stuck in contract (remember we don’t lock you into contracts), don’t let that stop you from contacting us – you have a right to have a working service and if you’re not getting it, the RSP has already broken the terms of the contract. More on this in my next post.

If you want to read more about the complaints about NBN and which cities are most affected, here’s the link to the ABC story.

If enough is enough and you’re ready to consider Launtel as your business internet and phone provider, contact us. We’re at your call.