Thursday, 15 March 2018 10:35

Half of NBN users who connected in last 12 months experienced dropouts Featured

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Nearly half of the consumers who connected to the NBN during the last 12 months experienced dropouts while a little more than a quarter experienced service outages, according to data on the NBN consumer experience released by the Australian Communication and Media Authority on Thursday.

Twenty-seven percent reported no issue or fault, the survey found. Among all users, 33% reported slow data speeds in general while 36% reported slow speeds in the evening with varying frequency.

Thirty-four percent of households reported that they were left without either a phone connection or an Internet connection during the connection process. This data is represented in the chart below:

nbn acma

The ACMA said figures were based on data collected about households before, during and after their move to the NBN.

A total of 1881 NBN residential households were interviewed between 13 November and 20 December 2017 to collect the data which was then weighted to represent dwellings which were connected in the last 12 months.

During that period, the technologies used for migration were fibre to the premises, fibre to the node/building, HFC, fixed wireless and satellite.

Eighty-five percent of those surveyed knew their monthly data allowance while 76% were aware that there were different speed plans available. While 55% could recall the speed plan they had signed up to, the remainder were unaware.

acma data

Thirty-one percent of those who connected to the NBN during the last 12 months made a complaint to their existing or previous NBN supplier; of these complaints, 20% were resolved the same day, 15% took longer than a week and 49% were still unresolved.

Among those who encountered problems, 21% were "very satisfied" with the way they were resolved, while a further 39% were satisfied. Sixteen percent were neutral, 14% were dissatisfied and 10% were extremely dissatisfied.

Those who were dissatisfied offered more than one reason each for their lack of satisfaction: 58% said it was because it took too long to fix the problem or to take action; 48% cited poor communication or a lack thereof; 39% said nobody offered to take responsibility for fixing the problem, and 32% said they were unhappy because the problem was ongoing or kept recurring.

During the connection process, households often found it necessary to contact either their retail service provider or the NBN Co for various reasons: 42% contacted their RSP and 12% contacted NBN Co.

The full numbers who did so and their reasons for doing so are given in the chart below:

nbn faults

Graphics: courtesy ACMA


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Sam Varghese

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Sam Varghese has been writing for iTWire since 2006, a year after the site came into existence. For nearly a decade thereafter, he wrote mostly about free and open source software, based on his own use of this genre of software. Since May 2016, he has been writing across many areas of technology. He has been a journalist for nearly 40 years in India (Indian Express and Deccan Herald), the UAE (Khaleej Times) and Australia (Daily Commercial News (now defunct) and The Age). His personal blog is titled Irregular Expression.

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