So I decided to move off Telstra (HFC connection) after more than 2 years - basically couldn't justify the price. I decided to move to Leaptel and duly signed up a few weeks ago specifying Saturday 2 Sep as the cutover date.
My wife and I both work from home full time and internet is critical for us so I chose the move for a Saturday thinking I'd have the weekend to complete the move and sort out any issues.
Around 10am on Saturday 2 Sep, my connection to Telstra was lost. By 12pm I still had no notification from Leaptel so called them up. They said they checked with NBN and everything all ok and on track, will just take some time. 2pm I called again, same response but the helpful support person offered to call NBN and chase it up which he duly did and called me back to say there are no issues on NBN side but it's just taking a little longer than usual.
By 6pm I called again only to be told that NBN has now advised that the move will only happen on 5 September. Zero reason or explanation. I asked the Leaptel person what options I had? Escalation? Any exception process to at least understand what the problem is but constant response: "There is nothing we can do".
So couple of questions:
- Is this sort of delay in moving from one service provider to another common?
- What could cause this sort of delay?
- Is NBN so "all-powerful" that they can just do whatever they want without consequence or explanation?
- Any advice on what I can do here? Given the experience so far, I have very little confidence that I'll be up and running on the 5th.
Any thoughts or ideas or advice would be greatly appreciated - I'm more thana little frustrated right now.
Likely story is Telstra cut it off before Leaptel were ready to connect, or it simply failed to connect, or one of many things went wrong therefore NBN need to go through a manual provisioning process rather than the automated one.
It's probably just human error somewhere along the line, if Leaptel aren't being too descriptive then maybe it's them?
NBN are setup to not communicate directly with you, so you need Leaptel to do it for you. Much like you deal with a power retailer and not the grid operators/power stations directly. It's annoying, but really Leaptel should have been able to give you more info than they did (or at least get it from NBN) and likely didn't bother trying. Who knows, maybe someone with fat fingers hit 5 instead of 2.