I’ve recently moved into a house which has NBN connectivity. I signed up with TPG however could not connect to the internet. After 2 weeks of Support calls and escalations, they have realised that my serial number of my Network Termination Device (NTD) does not match the one on NBN’s system. They said they have messaged NBN to update their system but are unable to give me a timeframe on when I will have internet. It has been over a month without internet. Has anyone experienced something similar and how long did it take to resolve?
NBN Mismatch - how long to fix?
tbinvr on 11/08/2018 - 18:37
Comments
usually about 7.
Imperial or metric?
FTTP? TPG being a big company means you'll talk to a twit will just book you an appointment for a tech visit.
Pester them everyday. Lodge a case with the tio immediately. Message NBN on Facebook and through their complaints immediately.
If you complain to the TIO it is escalated to that team, but they operate to their own SLA for each stage of resolution, and while this will ultimately give you a result, it is often quicker to try and get the regular staff to sort things out.
After a couple of weeks, though, it might be time for the TIO.The flipside is it isn't always the ISP or NBN fault. Often customers just assume things (did you reboot? "yes", did you really "no") or have other difficulties following the process to get things resolved (if the issue appears to be a customer CPE problem, insisting the NBN network comes first is costly and time consuming, for example).
for these type of issues, ntd mismatch, end result would be a tech visit to swap and register. 1 month when they don't have an upstream carrier is nuts.
It has been over a month without internet.
Plenty of deals on 4g sim cards around …
sign up vodafone nbn , they'll give you 4g while sorting out on nbn
See if AB is in your property and try them. To get connected. Having said that you need to be proactive in pushing them to get things resolved. At the end of the day you have the Comms Obusdsman to try and assist. This NBN stuff is a debacle. ISP say they need NBN to fix. Then NBN contractors don't actually do anything and mark tests as being done or whatever, but they never really resolve it. Good luck. I month is nothing. At least when we did the change over we still had ADSL.
What’s a Network Termination Device (NTD) ?
Every NBN house has a small black NBN branded device that you connect your modem too
White*
Black for HFC
@TarquinOliverNimrod: Ahhh makes sense. Practically everywhere is FTTP where I'm from. Been rockin' mine for 6 years ;)
Sign up to Telstra JB Hi Fi offer in store.
You get a Telstra modem with 4g back-up, Telstra TV and free month. No commitment. They'll book you an appointment from the get go in store. Problem solved in a week.Tpg are one of the worst nbn providers anyway. Shop somewhere else.
A piece of string is twice as long as half its length.