Pensioner hit with $6,000 bill due to botched NBN installation
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Please note: The NBN reached out to the SDC to clarify that one of their technicians were sent out to rectify the below issue last Friday, 23 February 2024, free of charge. They would like to express the following, 'While we pride ourselves on a seamless experience for customers choosing a full fibre upgrade, the communication and service did not meet our normal high standard, and we commit to continuous training and development for our teams. We apologise to the customer and their family for the inconvenience.'
The National Broadband Network (NBN) is designed to bring fast, reliable internet to all Australians.
However, for one Melbourne pensioner, an upgrade of her NBN almost turned into a costly nightmare.
Joan Little, a resident of Narre Warren South, was left disconnected and facing a hefty bill after a failed installation.
The NBN fibre box was installed in an impractical location of Ms Little's home, far from any power points or relevant cabling.
This left her unable to use her internet or landline, forcing her to rely on her mobile phone, which had unreliable reception at best.
'He was done in no time, and I asked him, “Where does the modem go?''’ Ms Little asked.
'All I want to do is use the phone and use the emails. It's not good enough.'
Her son, Andrew Little, lodged a complaint to NBN, but the customer service representative said that there’s nothing they could do since his mother ‘signed off’ on the contractor’s work.
‘My mother's in her 80s, she wouldn't know NBN fibre from anything,’ he said.
‘The NBN contractor has taken the lazy way out and basically put the fibre technology box straight behind where it comes in from the street,’ he added.
The customer service representative advised: ‘If you want the NBN box relocated, you will need to organise for a private cabler to do this at your own expense.’
The estimated cost of this service was a staggering $6,000.
The Littles' ordeal highlighted a significant issue with the NBN upgrade. The installation process is complex and requires careful planning and execution.
However, NBN sub-contractors are paid per install, incentivising them to complete jobs quickly rather than thoroughly. This can lead to rushed installations and potential issues down the line.
After two weeks of disconnection, the company has since apologised and rectified the issue at no charge.
‘While we pride ourselves on a seamless experience for customers choosing a full fibre upgrade, the communication and service did not meet our normal high standard,’ an NBN spokesperson said.
‘We apologise to the customer and their family for the inconvenience,’ they added.
You can watch Ms Little’s interview here:
Source: 9 News Australia/Youtube
NBN is a government initiative designed to provide all Australians with access to fast and reliable internet services. The rollout involves replacing the existing copper network with fibre optic cables, which can deliver much faster internet speeds.
It's important to understand the NBN installation process and your rights as a consumer to avoid issues like with Ms Little.
Here are some key points to remember:
As consumers, it's crucial to stay informed and vigilant to ensure a seamless transition to the new network.
Have you had a similar experience with your NBN installation? Share your stories in the comments below.
The National Broadband Network (NBN) is designed to bring fast, reliable internet to all Australians.
However, for one Melbourne pensioner, an upgrade of her NBN almost turned into a costly nightmare.
Joan Little, a resident of Narre Warren South, was left disconnected and facing a hefty bill after a failed installation.
The NBN fibre box was installed in an impractical location of Ms Little's home, far from any power points or relevant cabling.
This left her unable to use her internet or landline, forcing her to rely on her mobile phone, which had unreliable reception at best.
Joan Little was left disconnected after a failed NBN installation. Image source: Shutterstock
'He was done in no time, and I asked him, “Where does the modem go?''’ Ms Little asked.
'All I want to do is use the phone and use the emails. It's not good enough.'
Her son, Andrew Little, lodged a complaint to NBN, but the customer service representative said that there’s nothing they could do since his mother ‘signed off’ on the contractor’s work.
‘My mother's in her 80s, she wouldn't know NBN fibre from anything,’ he said.
‘The NBN contractor has taken the lazy way out and basically put the fibre technology box straight behind where it comes in from the street,’ he added.
The customer service representative advised: ‘If you want the NBN box relocated, you will need to organise for a private cabler to do this at your own expense.’
The estimated cost of this service was a staggering $6,000.
The Littles' ordeal highlighted a significant issue with the NBN upgrade. The installation process is complex and requires careful planning and execution.
However, NBN sub-contractors are paid per install, incentivising them to complete jobs quickly rather than thoroughly. This can lead to rushed installations and potential issues down the line.
After two weeks of disconnection, the company has since apologised and rectified the issue at no charge.
‘While we pride ourselves on a seamless experience for customers choosing a full fibre upgrade, the communication and service did not meet our normal high standard,’ an NBN spokesperson said.
‘We apologise to the customer and their family for the inconvenience,’ they added.
You can watch Ms Little’s interview here:
Source: 9 News Australia/Youtube
NBN is a government initiative designed to provide all Australians with access to fast and reliable internet services. The rollout involves replacing the existing copper network with fibre optic cables, which can deliver much faster internet speeds.
It's important to understand the NBN installation process and your rights as a consumer to avoid issues like with Ms Little.
Here are some key points to remember:
- You have the right to choose where your NBN equipment is installed. Make sure to discuss this with your installer before they start the job.
- If you're not happy with the installation, don't sign off on the job. Once you've signed off, it can be difficult to get issues rectified without incurring additional costs.
- If you're experiencing issues with your NBN service, contact your service provider in the first instance. If they can't resolve the issue, you can escalate your complaint to the Telecommunications Industry Ombudsman.
As consumers, it's crucial to stay informed and vigilant to ensure a seamless transition to the new network.
Have you had a similar experience with your NBN installation? Share your stories in the comments below.
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