Belong Internet Disconnected without Prior Notice

LCAPTCHHHA on 22/11/2017 - 10:26
Last edited 22/11/2017 - 10:37

I am a belong nbn internet consumer and everything was going really well with the service, by really well I mean slow internet speeds frequent disconnections - common stuff I guess. Yesterday evening things took a really bad turn and there was no internet at all , called the customer service and the guy told me that internet service is disconnected by the government. I asked him to patch me through to his manager , a lady picked up the phone and tells me that the service has been transferred to some other provider. Obviously that didn't make any sense as I never initiated that so I asked her to write it in an email. She puts me on hold and comes back to tell me that there is no template to use for such an email and her legal team can't advise her to send such emails.She told me it will take 24-48 hours to get it connected again.

I know what might have happened , I am renting out and leaving at the end of the month. Lease for the new tenant starts at 5th Dec. He/She might have requested for a internet connection with a different provider.What I can't figure out is how can nbn co disconnect my internet when the new lease starts only at 5th?
Now I am paying for a service which I am not even able to make use of ,so I told her I want to sue whoever's fault it is. Well she explains that since I do not have an ABN and the connection is only for household domestic use I can't sue anyone.

Is this true?

However she gave me details my product ID which can be use by nbn co to see what exactly happened.
Also the message that belong received: This service has been transferred to a new access seeker at the request of the end user.

Should I wait for the 24-48 hours for the internet connection and not do anything about it?
I seek expert advice from fellow ozbargainers.

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Comments

  • dcep on 22/11/2017 - 10:35
    +1

    Interesting, i didn't think of how easy it is to signup an address for internet service.
    You can signup any address with any nbn telco without any permission at all.
    Surprised no one trolls using the ABB 1 month free trial.

    Just TIO it and ask for refund for that month for unused service + recoup cost for getting mobile data as replacement.

    • CAPTCHHHA on 22/11/2017 - 10:57

      Thanks @phunkydude , I just did a TIO. The waiting game begins..

  • HighAndDry on 22/11/2017 - 10:38

    Is the internet under your name or is it under the name of the landlord?

    Also - obviously not true that you can't sue without an ABN, but probably not worth it to sue for 15 days of internet - that's what, $50 at most? (That's probably what she meant - if you had commercial internet, you could sue for economic loss to your business, which can make sense even for a day or two of downtime).

    Though this makes me wonder:

    Also the message that belong received: This service has been transferred to a new access seeker at the request of the end user.

    If that's the message that Belong received, maybe they're telling the truth and it's NBN Co. that stuffed up.

    Edit:

    Should I wait for the 24-48 hours for the internet connection and not do anything about it?

    It depends - nothing you do will get your internet back faster than 24-48 hrs anyway, so if that's your priority, do that. If you want to get a month's worth of internet fees back + compensation for mobile internet, you can try, but they might only refund you and then you're stuck without internet anyway.

    • CAPTCHHHA on 22/11/2017 - 10:41

      The internet is under my name.. I gave her a scenario - told her that my neighbor also has belong , can I go to -say tpg , posing as him and ask them to disconnect the service and start a new contract with them. To this she says that if it was a adsl connection they would need proof but not for nbn . At this point she starts telling me technical stuff on how the disconnection actually works on nbn .. Made no sense to me .

      • HighAndDry on 22/11/2017 - 10:44

        Yeah, because ADSL etc are still privately operated (lines owned by Telstra, which privately contracts with ISPs like TPG, etc), but NBN is operated by NBN Co., and I'm pretty sure ISPs are only involved to provide services, so it's much more under the control of NBN Co.

        Not saying that this means she's telling the truth, but it's certainly credible.

        And NBN Co. being what NBN Co. is… not too far-fetched that they screwed up somewhere.

  • capslock on 22/11/2017 - 21:20

    Did a new modem from the new provider arrive in the mail addressed to the new tenant?

    • CAPTCHHHA on 23/11/2017 - 14:53
      +1

      Haven't seen it coming yet.. If it does will claim it.

  • OZB Al on 23/11/2017 - 08:46

    The NBN transfer process is covered in section 7 of the Telecommunications Consumer Protections Code C628:2015 (Incorporating Variation No.1/2017) and C647:2017 NBN Access Transfer Industry Code.

    Looking at 7.3 the validation process is the gaining suppliers job and it is pretty crap.

    I've also found that threatening to sue never helps, you want to threaten RSPs with the TIO, but in this case I don't think it was their fault.

    • CAPTCHHHA on 23/11/2017 - 14:53

      Almost 48 hours without internet.. and now I can't even sue anyone!

  • coolsteps on 06/01/2018 - 01:49

    doesnt suprise me one bit lol nbn = no bloody network

    • CAPTCHHHA on 05/03/2018 - 14:41

      The TIO helped and got refunded partial costs on my mobile network usage.
      NBN is shit

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