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New Contributor
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Optus Cancel ADSL and Wants Us to Re-contract to NBN

We recently received a letter from Optus stating that our ADSL will be disconnected as NBN is now available in our area. As we are on a contract until mid of next year we will be liable for a cancellation fee if we do not sign up to Optus's NBN. We must start a new NBN contract. This is so unfair as Optus initiated the cancellation and we are penalised for it. I am pretty sure we will not be the only one experiencing this. Optus is basically holding us hostage until we pay a cancellation fee or apply for a new contract with Optus...I have lodged a complaint to Optus and if do not received any satisfactory solution or any response within 72 hours I will certainly go to TIO.

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Respected Contributor
Respected Contributor

Re: Optus Cancel ADSL and Wants Us to Re-contract to NBN

Read the letter you received very carefully. To the best of my knowledge, Optus can only disconnect your ADSL service 18 months from the date NBN became available to you. So unless it's been available for a while, they can't do anything just yet. 

 

If you have cable, they can kick you off after 3 months (even less actually but they're giving people 3 months). When they kick you off, if you have a contract there will be no cancellation fee.

 

I suspect the letters they're sending people like yourself are intentionally leaving out the key facts, like the 18 month rule. So while they're true in saying what they're saying, they're all not giving you key info as forcing people into situations like you've found yourself in. If there's any chance you could upload a copy of the letter, that'd be great as you're not the first person to say this.

 

Would also be good to hear what the outcome of your complaint is. 

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I do not represent Optus. The views, opinions and advice expressed in my posts are my own
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RetiredModerator
RetiredModerator

Re: Optus Cancel ADSL and Wants Us to Re-contract to NBN

The CIS for your plan should outline the rules for when NBN becomes available in your area, you can check your CIS here → Home Phone and Broadband CIS

 

There has also been an issue with customers receiving incorrect disconnection letters. If this is the case for your account, a follow up letter will come through within 5 business days to explain the error.


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I’m part of the Yes Crowd team, employed by Optus to help run our online community. This guide explains how everything works on here and you should also check out our Community Guidelines.

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