Home Fuzzy Logic Yet another NBN 'shortfall', perfect fodder for the ACCC and TIO?

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A reader wrote in with a curiously amusing reply from NBN Co regarding the availability for NBN for that reader's home, with the NBN available for a neighbour, but not available for our reader.

The reader who contacted me regarding their NBN connection is going to remain anonymous, but informs me that he and his family are "in an HFC area that is shown on the Rollout Map as 'Service being Available'."

You'd think that being in an area thus designated might actually mean NBN service was available, but our reader states: "We are not presently connected to the Telstra/Foxtel Cable Service, although Next Door is, and the HFC Cable goes past the house through the local Telstra pit at the front gate.

The NBN Co customer service person wrote to our fellow reader, and stated: "Hello (name removed),

"Thank you for your Inquiry to NBN Co. The reference number for your inquiry is (removed).

"Your address, (XYZ Removed) Street, North Bondi NSW, has now been added to our addressing database (Service Portal), but at this stage, is unserviceable, due to a network shortfall. We do not have an estimated time frame for resolution, at this point, however you will be notified when this changes.

"If you require further information in the meantime, please reply to this email or call us on 1800 OUR NBN (1800 687 626), quoting the above reference number and a consultant will be happy to assist you."

"Kind Regards,

"(Name Removed)."

Our reader asks: "Should I await further developments or should I inform my Local Member of Parliament, Malcolm Turnbull?"

One wonders what the consultant will do to assist our reader. The short answer seems to be to give him and his family the short stick – hopefully the famed but impossible-to-find "clean end" of it.

I've suggested Malcolm Turnbull might be too busy worrying about his own political survival to be of any use with a "network shortfall".

Oh well. Shortfalls are shortchanging at least some people who want an NBN service, and the best the NBN can tell you is that "we do not have an estimated timeframe for resolution, at this point".

At least "your call is important to us", (a term NBN Co's phone number probably does not bother stating), but what a shame having an actual happy NBN customer on NBN Co's books isn't just as important.

Maybe it's time to call the TIO? Radio 2GB? Malcolm Turnbull's office? Bill Morrow himself?

Don't worry. "You will be notified when this changes", and remember, patience is a virtue!


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Alex Zaharov-Reutt

One of Australia’s best-known technology journalists and consumer tech experts, Alex has appeared in his capacity as technology expert on all of Australia’s free-to-air and pay TV networks on all the major news and current affairs programs, on commercial and public radio, and technology, lifestyle and reality TV shows. Visit Alex at Twitter here.


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