nbn Provider with Decent Customer Service?

[Deactivated] on 11/08/2020 - 10:57
Last edited 13/08/2020 - 10:48

Hi all

We're currently with TPG and have an NBN hardware issue that needs to be solved through our ISP rather than NBN directly (gotta love that don't ya).

Problem is, I've been back and forth with TPG literally for four weeks with various customer service officers/case managers and none of them have kept any of their promises.

Gave them an ultimatum last week that if I didn't receive a call back the following day I'd be looking for a new ISP.

Does anyone have suggestions with half decent customer service? I'm sick of dealing with overseas-based folk on internet phone connections that I can barely hear let alone understand, and getting shuffled around 1000 different departments by each rep. I know that's kinda standard practice but I've dealt with a lot of customer service in my days and TPG have been the worst.

Edit:

Thanks all for the comments, I've gone with ABB. Customer service has been brilliant so far. Very happy to give the finger to TPG as I note some other people here were too.

Internet Broadband nbn

Comments

  • 87percent on 11/08/2020 - 10:59
    +34

    Aussie but their prices just went up $10

    • Twix on 11/08/2020 - 11:35
      +3

      Not every plan. 100Mbps plans increase $10 and old grandfathered plans increase $10 to $25.

    • ratman on 14/08/2020 - 19:10

      So annoying. Put off switching for a couple weeks and now pay primo

      • foolsgold on 14/08/2020 - 21:52
        +1

        theyre raising the prices up for existing customers in October as a thank you to their loyal service. So tempted to switch to Superloop at the moment, but having a better the devil you know moment.

        • ratman on 14/08/2020 - 21:54

          Ahh i dont feel so bad anymore

    • WoodYouLikeSomeCash on 11/08/2020 - 11:34
      +9

      iiNet’s customer service is terrible compared to ABB: https://www.ozbargain.com.au/comment/9123783/redir

      • Gronk on 11/08/2020 - 12:19
        +3

        I was with iiNet previously and initially ordered NBN through them, ended up cancelling the order months a few months after the original quoted install date as there had been zero comms after multiple attempts to follow up.

        Signed up with ABB and had an active NBN connection 7 days later so for me the difference was night and day.

        Edit: I'll also add to this by saying that in my experience they under-sell their download speeds by around 10%, I've seen this with both their 100mbit and 250mbit plans.

        • Chandler on 13/08/2020 - 09:54

          Similar experience pre-NBN (also pre-TPG buyout).

          Moving house, arranged move of internet connection (ADSL2+). Minimal comms.

          Move. No connection. Follow up. Apparently no (ADSL2) connections availabl (wait list >2 years), so nothing done…?

    • jorf on 11/08/2020 - 13:10
      +41

      iiNet was good, but went to shit when they sold out to TPG and the Phillipines.

      My last interaction with them was along the lines of:

      • I am getting 0.2Mbps. There is a fault somewhere that you are going to have to fix.
      • Please restart your modem
      • I've done that.
      • You'll need to restart your modem
      • Yeah, it's not that. I work in IT. I know what i'm doing.
      • Ok, can you restart your modem?
      • Are you listening to me at all?
      • Ok sir. Can you please restart your computer.
      • It's not that. There's a fault with the line.
      • silence
      • FFS. Don't worry, i'll just churn to a new provider.
      • azonki on 12/08/2020 - 08:32
        +2

        I'm glad to note that TPG is sticking to its customer service routines and using the same script they used probably 15 years ago on dial-up.
        Was the worst service that I have ever experienced, but it taught me a lot in how to trouble shoot.
        I suppose I should be thankful?
        Saved me the cost of going to TAFE to learn all about networking, TCP/IP, winsocks, signal attenuation, etc, etc.
        Been with Exetel ever since. Cannot complain.

      • yeb123 on 12/08/2020 - 19:23
        +1

        I have the same experience with Belong lol

      • mangolassi on 13/08/2020 - 08:51
        +12

        Yeah that "I work in IT" line never works with customer support. What I always do is just pretend I'm doing each step for them and wait 10 seconds before proceeding to the next step.

        • jorf on 14/08/2020 - 10:08
          +1

          I actually think it makes it worse because they know their script monkey BS isn't going to solve the problem.

      • realaaa on 13/08/2020 - 18:19

        unfortunately it's everywhere these days, have basically the same situation with Aussie Broadband - no one really looked into the issue yet thoroughly, and they refuse to admit that the problem is most likely in their goddamn NetComm router (as many people are complaining online about as well)

        getting tired of this, good old IT crowd method fixes it, but doing it every 2-3-4 days is just silly

      • serpserpserp on 13/08/2020 - 20:11
        +2

        Yeah, it's not that. I work in IT. I know what i'm doing.

        You'd be surprised how many times I got this when I worked in ADSL support many moons ago. Then it would either be that a modem reboot would do the trick. Or the router/switch they didn't tell me about between them and the ADSL router/modem because they reckon they know how to set them up correctly (or figure that never needs a reboot), or some other hardware/software issue they were also deliberately not telling me about all because they work some crummy I.T job in some corporate and was convinced that any internet issue was with the ISP (I would say that back in the day, less than 2% of all issues were fault that the ISP actually had to fix).

        • jorf on 14/08/2020 - 10:19

          There's a lot of people who think they know IT because they helped their mum set up their printer, which doesn't help (i've worked with a few - tip: "I've done a Certificate 3 in IT" = "I will look at you blankly when you talk about anything beyond the absolute basics").

      • lint on 13/08/2020 - 22:54
        +3

        Most telcos that outsource their tech support overseas are like this. This is as true for ripoff telcos like Telstra as it is for cheapo ones like TPG. And believe me, Telstra is the absolute worst I’ve ever dealt with.

        I don’t call them up until I’ve isolated the issue to the ISP or their equipment rather than my own LAN or devices and I explain to them my problem, what I’ve done so far to troubleshoot, and what I believe the problem is, if I know it, and they just go straight to the script, including telling me to do stuff I’ve already told them I’ve done.

        You really have to be resigned and follow through their script because otherwise they have no idea what to do and will just keep insisting that you follow their instructions. So just follow them and report back the results you already know you’ll get until they reach the part of their script that says “SOMETHING’S WRONG, REFER TO A REAL TECHNICIAN.”

        Or sign up with an ISP with tech support that knows what they’re talking about, I guess.

      • Cheapsize on 14/08/2020 - 15:10

        My interaction with iinet was also along those lines. When I restarted my modem and said it's still not working. She said thank you for calling iinet have a nice evening.
        Now on ABB

      • Cletus vandamme on 15/08/2020 - 15:56

        Hi sir/madam this is Donald from iiNet customer service have you restarted your modem yet?

    • Zondor on 13/08/2020 - 09:49
      +3

      I've never seen anyone ever recommend iinet for their customer service before, interesting.

      • Porker on 13/08/2020 - 10:18

        I came from Optus NBN to iinet NBN (when moving house)

        For me, transition was seamless and iinet took care of everything. When I had issue, I was talking to someone in South Africa, but from an issue perspective, the matter was resolved in a few days and I was financially compensated.

        So from that perspective, my personal experience has been excellent. I was with iinet prior to being with Optus too (about 5 years ago).

        I'm sure there's going to be good and bad experiences with everything - maybe I'm just one of the lucky ones that has had good. Granted, should I encounter an issue and they are unable to resolve or do so timely, then it's likely my opinion will change.

        Brand loyalty doesn't exist when one has access to a wide range on the internet.

      • Ramrunner on 14/08/2020 - 10:22
        +1

        I would have when I first started using them in 1995.

        Since Michael Malone sold out it went to poop.

  • EightImmortals on 11/08/2020 - 11:30
    +33

    ABB here, no worries.

    • abb on 13/08/2020 - 09:38
      +16

      ABB here, although I use a different ISP, and I do have some worries.

  • No Username on 11/08/2020 - 11:32
    +1

    Not Optus. So many broken promises and calling back and forth. Such a time waster and most of the time I end up solving the issue myself.

    Telstra, on the other hand, is pretty good but expensive. Low wait time IMO and most of the time they can send someone out the same day or next.

    • EightImmortals on 11/08/2020 - 12:53
      +10

      huh? When was the last time you called them? Last time for me was last month when, after waiting on hold for THREE HOURS! we gave up. Last couple of calls took 30 minutes to an hour to get answered. Not good enough imo.

      • No Username on 11/08/2020 - 13:23
        +1

        Haven't had any issues this year so haven't called them. But due to Coronavirus long wait times are to be expected as most call centres are shutdown and very limited in staff size due to soical distancing.

        • EightImmortals on 11/08/2020 - 14:06
          +2

          While we were on hold with Telstra I rang ABB and they answered in a couple of rings. Also, many other IT call centre staff are working from home so can't telstra do the same?

          • No Username on 11/08/2020 - 14:27
            +3

            @EightImmortals:

            many other IT call centre staff are working from home so can't telstra do the same?

            Most of Telstra's tech support is from India so I wouldn't know what their WFH policy are in terms of equipment, infrastructure and security.

            Plus Telstra has more customers so they would require more staff members. Where as ABB has lower customers so customer support is quick.

            • EightImmortals on 11/08/2020 - 15:02
              +2

              @No Username: Yep. More customers means more money which means they can afford more call centre staff. :)

              • No Username on 11/08/2020 - 16:11

                @EightImmortals: Easier said than done. You release Telstra is more than just an internet company right?

                • Twix on 11/08/2020 - 16:21
                  -1

                  @No Username: Telstra are bringing back more onshore support in a few years.

            • lainey13 on 11/08/2020 - 19:38
              +1

              @No Username: Actually whole teams based in India and Philippines have been stood down, and thousands were employed onshore to take care of support issues. Including phone and live chat. There were a lot of concerns about people in those areas being able to work from home so it was decided to move it all onshore at the beginning of lock down. Even locals from other teams have been asked to volunteer for support! They will be working on support for a while longer there are no plans to reopen offshore any time soon.
              (I am associated)

              • Cousin IT on 13/08/2020 - 22:01

                @lainey13: I wouldn't say thousands, hundreds yes, but thousands, nah. The ads came up after they went on the news and said thousands at each location, and the jobs were in groups of 25 - 50 for 5 different locations. I can only assume that they offered more jobs to those people who were about to be let go from Telstra's culling and may have also helped Qantas with their staff.

          • lint on 13/08/2020 - 22:59
            +1

            @EightImmortals: Telstra completely bungled the phone and NBN for my sister’s business when she moved in March, and they kept tacking on additional charges to her bill to complement the stuff-ups. They told her they didn’t have anyone to fix the technical issues because of COVID nor was there anyone available that was authorised to fix up the charges on her bills.

            They have plenty of staff authorised to continue adding extraneous fees and charges to the bill, yet no one authorised to remove them. Five months later and they still continue to fix nothing while stuffing up more things.

      • veej on 12/08/2020 - 10:18
        +2

        Anyone who's called their RSP in the last few months for tech support has discovered how good or bad they are, all of the overseas call centres shut down when Covid hit and their customers were left hanging.

        So many of them. Even Telstra, they're now in a hurry to try and reopen their Australian support they booted overseas a while ago.

    • conan2000 on 11/08/2020 - 15:47
      +6

      Telstra are shocking, worst customer experience I have had in my life hands down. Not necessarily wait times, but the knowlegde and capability of the call centre staff was unbelievable, and they pass you around different teams, all of which are equally as clueless.

      But hey, sign-up, cancel before the connection happens because they can't work their stuff out and you get free 4G access as they aren't organised enough to ever request their modem back. It will throttle to a useless speed after a few months of hammering it for everything it's worth.

      • flob on 12/08/2020 - 14:55
        +2

        When I moved in 2017 I tried to transfer my Telstra connection with me, a HFC cable connection to FTTP in the new premises. I've always worked remotely, and phone/data coverage in the new area was completely unusable (no data signal at all most of the time), so I was glad it was an FTTP premise. No need to stress about getting reconnected quickly.

        Boy oh boy.

        After week #3 of dealing with Telstra's failures to get it done, and ridiculous reasons for said failure that were totally divorced from the physical reality of the situation and were very much a matter of the obscene number of ways that process can get stuck within the company, I demanded they break my contract (they were good about that) and called Aussie Broadband.

        I was up and running within about 30 minutes, including the rush out to the nearby JB to pick up a modem.

        Haven't had a problem with them, ever, which is far more than I can say for any other ISP I've ever been with relative to the time I've been with ABB — even the good ones like Exetel and iiNet (in its prime).

        Piggybacking on your comment to say: go ABB, there are really no reservations to be had about this pick. And don't bother with Telstra for anything that doesn't take a SIM card.

        • conan2000 on 12/08/2020 - 16:01
          +1

          After 2 months of being unable to get my HFC NBN sorted with Telstra I cancelled and moved to ABB. It still took a while but at least the customer service was able to push things along. I refuse to deal with Telstra for mobile as well, although my Woolworths mobile is on their network, it still annoys me that any of my money is going to Telstra.

          I was so pissed off with them after my debacle that I moved my company's corporate mobile contract from Telstra as well. More costly mistake for them than they realised. ;)

    • domadgee on 13/08/2020 - 11:17

      Use the message options through the app, I've used twice and both have been under 10 minute replies. Both reps I had were super friendly and i got what i wanted pretty quick!

  • Twix on 11/08/2020 - 11:32

    What hardware problems are you having?

    • [Deactivated] on 11/08/2020 - 11:34
      +1

      The grey NBN box on the outside of our building is broken (was never installed correctly) and needs someone to come and fix it, causing intermittent connections at times.

      • Twix on 11/08/2020 - 11:40
        +3

        Report damage to NBN with photos here

        • [Deactivated] on 11/08/2020 - 11:43
          +14

          I know mate, I've gone through NBN multiple times already. Spoken to their Top Men who have assured me that it is their responsibility to fix the issue but only when directed to by our ISP.

          I know it sounds like nonsense but you gotta play their game sometimes, would have been sorted by now if my ISP was even moderately competent.

          • Twix on 11/08/2020 - 11:44

            @[Deactivated]: Have you used that link before or did you call NBN?

            • [Deactivated] on 11/08/2020 - 11:47

              @Twix: Both!

        • conan2000 on 11/08/2020 - 15:49
          +2

          Complain about it on their social media pages, that's how I got long term issues fixed.

      • preddye on 13/08/2020 - 08:29

        house or an apartment? If your a standalone house report dropouts and the tech that comes out can replace the pcd and redo the connectors in 15 mins. If your in an apartment building then it's a bit harder. Your better off reporting directly to NBN as damaged assets. Are you willing to post a picture of the damaged box here?

        • [Deactivated] on 13/08/2020 - 08:35

          It's a house, and I would have thought so too. Two NBN call centre folk told me otherwise though.

          Yeah I can post a photo, here: https://imgur.com/a/HWwlvEt

          • preddye on 13/08/2020 - 11:08
            +3

            @[Deactivated]: That's a quality fail right there. No conduit going to the pcd. What suburb are you in? You have node or curb so dropouts will happen all the time depending on distance from the port and condition of the copper.

            • [Deactivated] on 13/08/2020 - 11:24

              @preddye: Exactly right mate, it's a joke.

              I'm in the Illawarra nsw, we have curb. Fairly infrequent dropouts fortunately as it's somewhat protected where it is from wind and rain etc. But they still happen.

              Ridiculous that this is the standard of quality from a public infrastructure, though.

              • dailygringo on 13/08/2020 - 13:25
                +1

                @[Deactivated]: have you escalated to the telecommunications ombudsman yet?

                https://www.tio.com.au/

                Complaint Line: 1800 062 058

                it will escalate to a higher level of staff at TPG, and it will cost TPG additional dues to the TIO.

                • [Deactivated] on 13/08/2020 - 13:55
                  +1

                  @dailygringo: @dailygringo nah mate, didn't want to waste any more of my time so switched ISPs. Aussie say they're onto it straight away, expecting a call from NBNCo ASAP.

                  Should I bother telling the TIO considering I've left TPG now?

              • preddye on 13/08/2020 - 13:36
                +4

                @[Deactivated]: Unplug your ncd (the thing you plug your modem into) 4-5 times a day to simulate a regular dropouts fault report it as such so a tech needs to come out. When they do explain you want to scotchloks replaced and the pcd closed correctly. They'll be happy for the $80 nbn will pay for a service call for 15 mins of work. You will not be charged for this call out.

                But I have to recommend Aussie broad band for a service provider. The customer service was superb. I even tried to trip him up by going more technical then he had any right to be able to answer (I may be an a-hole at times)

                • [Deactivated] on 13/08/2020 - 13:56

                  @preddye: Bugger! Mate, wish I'd seen this comment before I called and got stuff organised. Waiting on someone from NBNco to get in touch in the next few days, Aussie have raised it up the line for me. Fingers crossed NBNco aren't a pain in the proverbial.

                  Thanks for this info though, will try this next time. It's a joke that I had explained the issue to TPG 50 times and they just said 'but your connection is fine on our end???' and hung up lmao. Your strategy would have fixed that.

                  • preddye on 13/08/2020 - 14:55
                    +1

                    @[Deactivated]: That's why I tell people to do it when service providers are giving that answer to their customers. Just because they can't see one with the normal line test doesn't mean there isn't one. This method means one would be flagged. It's just that 1-2 drop outs a day is considered within acceptable limits for fftn/c

    • [Deactivated] on 11/08/2020 - 11:34
      +12

      Not sure how that helps me though?

    • 87percent on 11/08/2020 - 11:37
      +8

      it's WHEN you have an issue that it really makes you want to change providers (IMO)

      • [Deactivated] on 11/08/2020 - 11:43

        Exactly right.

    • havebeerbelywillsumo on 11/08/2020 - 15:22

      Negged for pointless comment

      • DoctorCalculon on 11/08/2020 - 19:29
        +1

        Better to report for being egregiously off-topic.

    • Save 50 Cent on 12/08/2020 - 23:57
      +1

      And what did you have for dinner tonight my friend?

  • knasty on 11/08/2020 - 11:49
    +9

    Aussie Aussie Aussie…(oi oi oi)

  • dylo on 11/08/2020 - 12:02
    +11

    Aussie Broadband

  • JSki on 11/08/2020 - 12:03
    +11

    Aussie Broadband 100%

  • o53djz7qTPY4der on 11/08/2020 - 12:05

    Leaptel.

  • currentfad on 11/08/2020 - 12:15
    +2

    Launtel

    • irony on 13/08/2020 - 10:37
      +2

      Moved from ABB to Launtel.
      Great local service from Launtel.
      Nothing wrong with Aussie's either to be fair, but Launtel is cheaper and I can choose my speed by the day. 1gpbs on the weekend, 25mbps if we ever get to go away…

    • Minimum chips on 14/08/2020 - 01:23

      Ugh. I went to check them out and the pricing is unclear and bad. Prices are daily instead of monthly so you can't compare as easily, and the prices shown are limited time discounts. You have to get the conditions for the discount from the terms and conditions.

      Putting the monthly price that will actually be charged isn't hard. If you're not doing that, it's because you are either very bad at communicating or are just trying to avoid your customers knowing what they're getting into.

      $85/month for 50/20 by the way.

      My vote: AVOID.

      • currentfad on 14/08/2020 - 05:06

        The pricing is dynamic depending on your location as well.

        I'm paying $2.28 a day for 50/20 for the next 6 months, so $68.40/30 days.

        Also received the a sign on referral bonus for $25 and someone has also used my referral which gave me $50 credit.

        You need to compare oranges with oranges. I'd say they are on par with ABB in terms of both service and customer support.

        ABB is charging $79/month with either first month free or $10 off for first 6 months.

        For me, they are almost identically priced, so it works to churn between companies every 6 months.

  • navyskies on 11/08/2020 - 12:17
    +6

    Been with Aussie Broadband for a least 1.5 years and 100% recommend it. Always recommend it when I have family or friends ask.

  • Axelstrife on 11/08/2020 - 12:28
    +1

    Launtel are great.

  • [Deactivated] on 11/08/2020 - 12:46
    +26

    Telstra

    "can I confirm your full name and date of birth?"

    "you have the wrong department. I will transfer you…"

    "Wait wait wait. I have been on hold for…"

    (45 minutes later…)

    "Can I confirm your full name and date of birth."

    TPG

    "Have you restarted your modem. Go ahead and restart your modem."

    "Okay…. Still not working."

    "I'll put you through with technical support."

    "Wait wtf. This whole time who am I even talking to?"

    "Please hold the line…. Have you restarted your modem?"

    Optus

    "On hold promo on loop."

    "Still on hold".

    "Yeah, keep holding."

    ABB

    "Hi fellow internet user. Tell me your problem and I will attempt to fix it in a coherent manner."

    (Not advertising. Actual experience. YMMV)

    • jorf on 11/08/2020 - 13:19
      +18

      Telstra now is more like: "Because of COVID, we've got a new excuse to do even less than we did before. Thanks for trying to call us, but now we're going to hang up on you and send you a text message with a link to a chatbot. Tell the chatbot what your problem is and we'll insert your message straight into a black hole. Thanks for wasting your time, bye".

      • [Deactivated] on 11/08/2020 - 16:09
        +5

        Stopped using Telstra 3 years ago so I don't know what's the go today.

        Since then, my blood pressure has dropped, my hair is thicker and my erec… manhood is stronger.

        You'd thunk that I'm kidding but when you have an issue every few months (had over a dozen services with them) and sorting out the issue becomes a matter of principle as it actually cost me more to do so, it would be a surprised if your health doesn't improve after moving.

        • droptester on 13/08/2020 - 19:00
          +1

          Honestly, I've felt the same. Left them 2 years ago, it's so much easier when everything is smooth. I had billing issues where they overcharged me every month for a year. Every single time they promised to fix it, but never happened .

          • nickj on 15/08/2020 - 17:43

            @droptester: I eliminated Telstra and Microsoft from my life about 12 years ago. Can confirm it's very good for blood pressure. Monopolies rely on people's inertia to make bank whilst delivering substandard service and charging higher prices.

    • AddNinja on 22/08/2020 - 14:36

      Yeah, paying extra for ABB has definitely been worthwhile.
      (Not sarcasm)

  • Clear on 11/08/2020 - 12:50
    +3

    I use Aussie BB in a lot of sites for business and their customer service is top notch.

  • mreddie on 11/08/2020 - 12:59
    +7

    Aussie or Superloop

    • Thrift on 11/08/2020 - 16:20
      +1

      Superloop? Have you had personal experience with their customer service?
      Then again, OP's criteria is "half decent", so "half unsatisfactory" is OK :)

      • Proteus on 13/08/2020 - 12:04

        New customer, awaiting connection. Called up on Sunday before 6PM and basically had no waiting time. Guy was also very friendly.

        • Thrift on 13/08/2020 - 12:29
          +2

          I hope it stays good for you. With any luck when you get your first technical issue you wont be given the run around and fobbed off or get stiffed on the referral program.

      • Pete10001 on 16/08/2020 - 08:47
        +1

        Superloop's customer service is terrible. Had to escalate to the TIO over repeated outages

  • kahn on 11/08/2020 - 13:13
    +2

    Did you try searching the forum? From less than a month ago:
    15/07/2020 Fed up with iiNet, Switching to Another Provider, Any Recommendation?
    08/08/2020 Help Me Decide on New nbn Provider

    • [Deactivated] on 11/08/2020 - 13:31

      No I didn't - everything that came up in the 'duplicates' thing was totally irrelevant, so I assumed it hadn't been asked recently! My bad.

  • Godric on 11/08/2020 - 14:21

    I'm with Optus not because i value their customer service but they provide decent value plans for nbn and mobile.

    At the end of the day i only need to speak to them every now and then, which may take a few many hours to get a solution from but it's not often

  • JuryWheel on 11/08/2020 - 15:01
    +2

    Ive been with Mate for quite a while and havent had a problem, even when contacting them. They have a referral bonus offer too!

    • savage bargain on 12/08/2020 - 08:56

      +1 for Mate. I'm in an old area with dreadful copper and a FTTN connection, so there has been a fair bit of contact to get NBN techs out. It's awesome to talk to someone in Australia who understands what I'm saying, believes me when I've done troubleshooting before phoning, and actually follows up cases.

    • amazonaddict on 13/08/2020 - 02:59

      I am planning to switch to BestMates from.Telstra. What is this referral bonus you are talking about?

      • savage bargain on 13/08/2020 - 10:05

        If you search for Mate Communicate on here and click on the referral, OzB will connect you to an existing customer that will give you the details you need during sign up to get a $50 credit.

  • havebeerbelywillsumo on 11/08/2020 - 15:29
    +1

    ABB user

    Had to contact them 4(?) times re issues (VOIP mostly) longest wait time 7 minutes (and have an idea they have the brilliant "we'll call you" option if the wait time is estimated to be longer than X minutes - not completely sure, my memory!) Problem solved every time. Very happy.

    Switched to them from IInet ASDL, 10+ year user there but support went shitwards after TPG takeover.

  • daalinz on 11/08/2020 - 15:52
    +1

    I'm surprised no one has suggested contacting TIO (Telecommunications Industry Ombudsman).

    I had only had one issue years ago on ADSL with Exetel that they were dragging their feet. Threatened them with TIO and got it resolved in 2 days.

    I'm with TPG for NBN at the moment and the service is OK.

    • [Deactivated] on 11/08/2020 - 16:53
      +1

      I had considered that but I'd rather change providers to one that actually gives a toss.

      I've tried the TIO for NBN stuff before and they aren't keen on touching NBN things so I was offput by that too.

      • redslert on 12/08/2020 - 23:10
        -1

        For your current problem you haven't gone to TIO but have time to complain to the OzB community.
        I think you need to divert your energy towards the TIO.

        • [Deactivated] on 13/08/2020 - 00:51

          As I said above… I'd rather change providers that go to the ombudsman.

          That way I have good customer service going forward as well as getting this specific issue sorted out. The old ISP is dead to me, I don't need to waste my time and energy at the ombudsman.

    • j05h on 13/08/2020 - 09:13
      +2

      The TIO is a toothless tiger. Sure, they can be really helpful in a lot of cases. If you get into a deep enough problem, for example, with the people over at Telstra because of their screw up and are talking between the head of Telstra business and the TIO, Telstra suddenly aren’t so intimidated by the TIO and proceed to do whatever the heck they want.

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