10th November 2017
To all OntheNet NBN customers,
The media has recently highlighted that two major NBN Retail Service Providers (RSP’s) have offered refunds & speed downgrades, etc because their customers “could not receive the maximum speed of their plan.”
The vast majority of OntheNet’s NBN customers have not suffered similar experiences.
Since launching our Gold Coast focussed NBN products, OntheNet has closely monitored network capacity (backhaul and CVC) to ensure it exceeds total customer demand.
In addition to our technical approach above, OntheNet has made every effort to openly communicate realistic NBN speed expectations to customers.
- Sales staff have actively guided customers to select a slower speed than often initially selected by the customer, particularly those obtaining NBN FTTN/B technology.
- Our public Facebook posts, web site content and responses to email enquiries include references to genuinely expected speeds and reasons why NBN performance will vary. eg. The co-existence period on FTTN/B.
Post-sale, OntheNet has actively worked to support any customers who were experiencing speeds slower than expected. Many months ago OntheNet authorised all sales and support staff to downgrade FTTN/B service speeds to match what was obtainable during co-existence, without any fees or penalties.
OntheNet would request that any existing NBN customers who believe the speed range selected is not being delivered should email firstname.lastname@example.org with their service username and any evidence regarding your performance concerns. Specialist staff will evaluate and respond. Of course, feel free to call Technical Support if preferred on 07 5553 9222.
Our customer feedback suggests OntheNet’s many NBN customers are mostly very satisfied with their increased speeds over their previous ADSL service. OntheNet is currently implementing additional mechanisms to better gauge customer satisfaction & gather technical data on the performance of NBN services at peak times.