Submission to the Regional Telecommunications Review
Q2
We were connected to the NBN network service on 13th March 2015. Up until Saturday 11th July we
have experienced 22 phone drop outs eg. Phone goes dead in middle of conversation, I can hear the
person I’m speaking to but they cannot hear me. For most of the time the internet service remains
intact. On the 11th July the phone, internet and mobile were out for approx. 9 hours.
Telstra and the NBN have replaced equipment that has made no difference to the service.
We had a very reliable copper phone service and slow internet service – now we have a very
unreliable phone service and a fast internet.
When we signed up to the NBN it was never explained that the following may happen
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Our phone number may change
Our internet address may change
Our account name changes to my name which now has this displayed in the phone book as
A Stewart not J & A Stewart. The name has always been J Stewart since first connect in 1910
You may not be able to go back to copper and or you may go back to copper but will be
higher price than previous plan (unable to put back on the same business plan we had in the
past.
Your telephone number is no longer classed as business. Apparently we can’t have a
business service under the NBN
When you report a fault to be told “please ring back when you experience 3 phone “dropouts”.
Telstra wait times longer than 30minutes for NDN faults as at 14th July, 2015 4pm.
That the phone piece echoes when talking.
I am trying to go back to copper as my husband is not of good health and also is not techno savvy. If
the phone drops out and I am not here, my husband cannot deal with Telstra faults nor the NBN
equipment that may have to be disconnected.
We have a farming business and the phone and internet service needs to be reliable. We are
experiencing an unreliable NBN service. The NBN service should be guaranteed to work before being
installed. If a problem persists (as in our case) it should be fixed immediately and not go on for
months. Also have the same case manager for the whole time the problem exists. Telstra should
follow-up on problems when there has been so many reports of the same problem with the same
client
Q11
Yes, we need to continue to guarantee the standard phone service for all in rural areas, especially
where NBN wireless is installed. This to be maintained till the NBN service has no problems.
Thanking you
Ann Stewart