Help Please - NBN wont work, ISP (Aussie BB) and NBN are refusing responsbility

voiletmay on 01/07/2018 - 18:53
Last edited 01/07/2018 - 19:08

Hi There

My daughter graduated uni last year and has a job in another state. She has been with Aussie Broadband since February for NBN. She lives in a block of units.

She has had internet connection problems from day one, it used to be intermittent, but since NBN's latest visit (where they did something in the telcommunications room of the block of units) it has not worked at all.

She has had phonecalls from both Aussie Broadband and NBN this week saying they both can't help her anymore. She rung the telecommunications ombudsman last week and has a case with them but hasn't heard back from them yet.

Both NBN and Aussie Broadband said the next step is to go to "strata" of the block of units and get them to check the cable in the wall. My daughter rang the real estate agents to contact strata but the real estate lady didn't want to hear about her problem and was rude to her. My daughter seems to have no way to contact strata herself about this issue.

One time a guy came and change the phone plug in the wall that the internet cable connects to, and the other time they did this thing in the communiations room that made it not work at all. They are refusing to try a new modem or do anythign else to investigate what is causing the problem.

I'm just asking for help (on behalf of my daughter who has no internet obviously) as to what else she can do?

It's really hard, she is young, alone, in another state, far from home, and not even the internet to keep her sane.

Thanks for any suggestions

Internet

Comments

  • GordonR on 01/07/2018 - 19:05
    +2

    By her a mobile broadband stick or wifi box and three months of data so she can at least take her time a bit in getting it fixed.

  • poboy on 01/07/2018 - 19:06

    Geez. That sucks. Does the NBN or internet work in the adjacent units? Has her unit ever had successful NBN or ADSL? I think you need to scope out the neighbours to see if this is a larger problem than just your daughter's unit.

  • garetz on 01/07/2018 - 19:09

    As a resident she can contact the strata corp directly herself, knock on a few doors, find out their information, call them directly and see what they have to say about it. The cost will goto the owner of the unit.

    • Colombian on 01/07/2018 - 20:00

      Nah, as a tenant, Strata won't deal with you. Only with the owner or real estate. This is my experience in SA.

    • HighAndDry on 02/07/2018 - 10:32

      Who upvoted this? No, as a tenant she has no pull with Strata at all. Strata is basically run by and for owners. Her recourse is to go to the managing agent/landlord, and threaten to go to Fair Trading (in NSW) if they don't fix it.

  • whooah1979 on 01/07/2018 - 19:13
    +5

    Connection problems from the mdu to the modem is out of nbn control. The customer have to contact the owner of the building.

  • Randxyz123 on 01/07/2018 - 19:13
    +1

    She needs to call ABB and ask to speak with a manager. Find out what exactly is going on. Maybe she can make you an authorized rep on her account so you can do that if she doesn't want to.

    My daughter rang the real estate agents to contact strata but the real estate lady didn't want to hear about her problem and was rude to her.

    It wouldn't be the agent's problem. Just tell her to call the agent back and ask for the strata details. She doesn't need to say why.

    Also on most blocks of units managed by body corporate, there is a sign near the mailboxes saying who the strata are and their phone number.

  • voiletmay on 01/07/2018 - 19:22

    Thanks everyone, she is going to try and call strata herself. I will update with any information. She says she will try this first.

    They internet did work on and off for 5 months or so, but it's only been since the last fix (2 weeks ago) that it hasn't worked at all. It worked initially, but stopped working once the technician left.

  • Melb69 on 01/07/2018 - 20:18

    Not being an expert. I can understand why NBN and AB maybe thinking it is a building issue. She really needs to see if the point that she is connecting to is actually working. The stata manager should be able to get this looked at. Probably needs a telephone technician to come. Just need to push them and try the agent as it really is them that should be chasing it up as well if she is a tenant. Estate agents are useless IMO in these situations. Maybe she needs to go above the agent of that office.

    The mobile modem or some more data for her mobile should help her get through. When these things work its great. When it doesn't it is usually an uphill batter. Good Luck and keep pushing. Persistence is whats needed from her end. Make sure she gets the name and number of who she speaks to and also make sure she tells them that she would like them to get back to her within 24hrs. Unless the person says they need a few days then fine. She should then call them back if she doesn't here from them.

  • Sweet3st on 01/07/2018 - 21:14
    +4

    Just adding some advice from my experience with NBN and ISP. I also live in an apartment block, I also had ongoing connection issues. NBN and ISP won't do anything!
    Could be
    1. Problem with NBN or ISP service to basement (their problem)
    2. Problem with building wiring between basement and apartment (strata problem)
    3. Problem with internal wiring/plugs in apartment (owner problem).
    My solution (finally) and it's the fastest. Hire a private technician (eg Mr Telco), needs to be a licensed cabler, see https://whirlpool.net.au/wiki/central_splitter_installers
    You will need to pay them around $200. They will hopefully fix the problem, or at least identify it. They then provide an itemised report so you can claim the money back from whoever ends up being responsible!

  • dcep on 01/07/2018 - 23:20

    go wireless if she doesn't use much

    voda 90gb … telstra 40gb … optus …

Login or Join to leave a comment
Login Join