A quick search of Facebook or a Forum will reveal many negative comments about the NBN. It is clear the NBN has failed to live up to the expectations of many. But why is this? A large part of the problem lies with both Governments and NBN Advertising for selling us a vision of an online paradise, but the path to this paradise can be a long road for many. What can you do if you find yourself in the NBN nightmare?
Don’t despair, all problems can be resolved. But resolution can take both time and patience.
First, an explanation of what the “NBN” is. The NBN refers to the National Broadband Network, a wholesale open access data network with both wired and radio communications components. The NBN is wholly owned by NBN Co Limited, an Australian government-owned corporation tasked to design, build and operate the NBN.
While NBN Co has a web site and Facebook page, the key word to understand is that the NBN is a wholesale network. NBN Co does not sell products to end users, and so consumer protections do not apply between NBN Co and end users.
NBN Co provides NBN services to retailers, such as Telstra, Optus, and many other providers. These retailers then sell you NBN services. The first point of call for reporting an NBN issue is your retailer. Your retailer will escalate a service issue to the NBN if they believe the issue is an NBN issue.
But what is an issue? An issue can be many things, such as an unreliable connection or slow connection speeds. Test your connection speed using www.speedtest.net. If you are not getting at least 75% of the speed you are paying for, you have a valid issue. Don’t use any other sites to test speed … remember your link speed is the theoretical maximum speed of the link between your house and the nearest Internet router, NOT the speed to any site on the Internet.
When you report an issue to your retailer, the retailer’s job is to identify the probable cause of the issue. The problem may be with your home equipment, with the NBN, with the interconnect between the NBN and your retailer, or with your retailers network (which may be wholesaled from another wholesaler or retailer).
The key to resolving your issue is to be patient, but be persistent. Remember your initial calls may be to an overseas call centre. These call centre people know nothing about the NBN or the Internet … their job is to go through a scripted troubleshooting process. You job is to get through this process without going mad! Many calls may be required, but be patient and be persistent!
The NBN is a reality, and once working as intended can provide significant performance gains over older technologies, but NBN is still going through significant birthing pains. UBR Technology Services were involved in the rollout of Telstra FTTP to South Brisbane and West End in 2013, and have been involved with Telstra and NBN fibre rollouts ever since, assisting businesses with the transition to high bandwidth broadband services. We can also monitor your NBN experience 24x7, and so significantly accelerate NBN issue resolution timeframes.
Whether you have an issue you need resolved, or need assistance transitioning your business to NBN, give UBR Technology Services a call.
