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Occasional Contributor RAY88
Occasional Contributor

URGENT - MAINTAIN LEGACY SERVICE PENDING DELAYED NBN

Hi Crowd,

Going around in circles, getting no-where & now it’s urgent!!

Have had business a/c with Optus for over a decade. Landline & broadband. It’s a single freestanding house with adsl2+ & phone via ULL. No cable. (Also have mobile and private a/cs with Optus.)

Rollout map shows HFC ready and nbnco have sent letters & emails that we’re ready to connect.

Optus has notified a disconnection date of 18/10/19 (this coming Friday) for existing services.

So far, Optus has arranged 2 failed appointments for nbn technicians to install. Both appointments were a no show by technician. Heard absolutely nothing on either day despite receiving sms a few days prior confirming appointment. Optus also sent the new modem to the wrong address, but that’s another mistake that I won’t go into now. Suffice to say we eventually got it with more wasted time and inconvenience. They were amazingly efficient, however, at tacking on the one month upfront payment for the new service when the order was placed.

Now Optus says nbnco has to do some civil infrastructure work that could involve digging/concreting and it should be complete by 31/10/19 (i.e. after disconnection date).

Nbnco says its Optus’ responsibility to defer disconnection of legacy services beyond the given date as there is no nbn connection available. Optus says different things. First rep said they can’t stop disconnection. Another rep said it shouldn’t be disconnected. Another rep said it’s up to “your government’s” nbnco.

As a small business, we cannot afford to lose internet and phone. We need a guarantee that the services won’t be disconnected.

I’ve spoken to and exchanged emails with nbnco. They insist it’s in Optus’ hands as the retailer.

After many, many fruitless hours on the phone, I went into an Optus store thinking maybe I could resolve in person. The instore guy was very pleasant but gave me his phone so I could speak directly with the “business premium support” rep he had contacted. Frankly the rep was hard to understand and was the one who referenced “your government’s” nbnco! Also maintained that Optus was only the wholesaler and arrogantly told me it’s only my (wrong) opinion that Optus is actually the retailer. Premium support??

Optus has sent sms & email reminders that the service is “now active on the nbn network” and we need to install and activate the new modem. Clearly it can’t be active. The Track My Order App updates daily that we need to install the modem asap & activate the service, with a threat that nbn services may be cancelled. Yet the same App also shows our nbn appointment has been requested and “we’ll be in touch when NBN has confirmed” (images below). Optus online My Account My Orders shows: “NBN – YOUR APPOINTMENT IS COMPLETED”.

Screenshot 13.10.19 Optus App.jpg    Screenshot 13.10.19 Optus online My Orders.jpg

The right hand doesn’t know what the left hand is doing! Someone at Optus apparently thinks all the boxes have been ticked. How can a telecommunications company be such a shocking communicator not only with its customers but also within its own organisation?

I’ve also been trying to find out exactly what infrastructure work is planned and the date as I want to be on site. The existing line enters the building via underground conduit that appears to be in good condition and I want to make sure there’s no unnecessary digging or damage to the property. Nbnco says Optus should supply these details which they can obtain by contacting the team at the NOC (Network Operations Centre). I actually also have a separate private account landline (also with Optus) coming in through the same conduit that I would have liked to maintain post nbn but now think it will be too hard as getting this simple connection is already so difficult.

Misinformation and buck-passing. It’s ridiculous how much time it has consumed and the number of people spoken to without resolution. We need to resolve asap:

  • That our legacy services are maintained until migration is complete.
  • Exactly what and where the civil work is planned.
  • The date and time scheduled for the work so we can be on site.

We can’t afford to just wait and see what happens. It’s absolutely vital that our services are maintained and uninterrupted.

Apologies this is a bit long. It’s pure frustration.

Would appreciate any advice / assistance.

Thanks in advance.

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7 Replies
Online Community Manager
Online Community Manager

Re: URGENT - MAINTAIN LEGACY SERVICE PENDING DELAYED NBN

Hi Ray88,


Not the answer I'm sure you're hoping for but this is not something we're able to assist with here on our public customer forum.


You may have better luck chatting with a Business Specialist. If you're not satisfied with the response, request to be contacted by a manager.


Let us know how you go.


_____________________________________________________
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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Honoured Contributor
Honoured Contributor

Re: URGENT - MAINTAIN LEGACY SERVICE PENDING DELAYED NBN

What Optus means to say is that posters on this forum have no access to your account and so can't confirm or action anything. You'll need to try LIveChat, Facebook or Phone App and enter the maze of customer service again.

That said, we can clear up some aspects.

1) Optus is definitely the retailer (reseller) and NBNCo is the wholesaler. You only deal with Optus and then Optus deals with NBNCo as they require.

2) IME Optus seem to have difficulty maintaining contact with NBNCo. Its up to the customer to keep perstering for information and action. You'll need to continue.

3) The shut down of your service is 100% due to Optus. It is because you are on Optus cable. All other homes have 18 months to transition after the NBN arrives. Optus have been allowed to decide when they shut down and they've decided 3 months after NBN arrives. 

4) There is nothing you can do to stop this as Optus are shutting down their entire network. Its not like they can keep the signal going just to your home.

5) In all likelihood the Optus cable service will be longer than the date they've given you (possibly by weeks, maybe months) but it is an unknown. Its possible delayed issues like yours will also trigger a stop action on the Optus shutdown until the works are done.

Is there a chance your neighbors are connected to NBNCo? Across the street or down the road. I could give some interim suggestions in that case.

Optus should also provide alternative connection options. Usually it is free 4G usb stick you pick up in store loaded with say 40Gb of data . You could get a few of those for the office? Are you in a 4G area?

Peter Gillespie

Occasional Contributor RAY88
Occasional Contributor

Re: URGENT - MAINTAIN LEGACY SERVICE PENDING DELAYED NBN

Thanks Ray_YC,

Yes, I thought I was probably clutching at straws but hoped maybe if someone had been in a similar situation, they might be able to shed some light.

Thanks for your suggestion. Will try chatting again!

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Occasional Contributor RAY88
Occasional Contributor

Re: URGENT - MAINTAIN LEGACY SERVICE PENDING DELAYED NBN

Hi Peter,

Thanks for your confirmation & encouragement to push on. Looks like I’ll be jumping back down the rabbit hole again today!

We actually have the very old Telstra copper phone lines. There is currently no cable service (Optus, Foxtel) at all to the premises. I suspect that might be part of the problem, although according to the nbn website ”On the day of installation an nbn technician will …. If necessary, install a lead-in cable from the street to your property”. I saw nbn vans and workers in the area a while ago but none came to this property. I have a feeling we could have somehow slipped under the radar and missed out. Putting some surrounding addresses into the rollout map shows some neighbours are connected.

We’re in the metro area and have 4G. Might have to resort to a WiFi modem to see us through. Will also need to sort out a way of keeping the landline number. As a business you really don’t want customers to be greeted with the message “the number you have reached is disconnected”.

See how I go today.

Occasional Contributor RAY88
Occasional Contributor

Re: URGENT - MAINTAIN LEGACY SERVICE PENDING DELAYED NBN

So …. a quick update ….

Contacted business chat. Was sort of amusing as they opted to phone back and transferred me to the nbn team. Eventually handed over to a Business Planning Support rep., who I will say was extremely pleasant and helpful. Very refreshing.

I was given a 101% guarantee that our services won’t be disconnected on Friday as the NBN Portal graph shows remediation work required and the adsl service cannot be disconnected until nbn is ready to activate.

We should apparently not worry about all the reminders to connect & activate the new modem asap or the disconnection date as they are merely automated system messages. I expressed concern that a mistake could be made given the number of messages we’re getting. She said it definitely won’t happen as the nbn portal shows work in progress and the flow chart / graph needs to be manually changed when work is complete and service is ready.

She undertook to set up a commitment on account to manually monitor and check progress of remediation so an earliest installation appointment can be made when the infrastructure work is finished. Unfortunately, couldn’t help as to whether the work would be in the street or within the property boundary or a specific date.

No negativity intended, but I will be waiting with bated breath in the hope of reporting a successful outcome. Let’s see.

@petergdownload @Ray_YC 

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Honoured Contributor
Honoured Contributor

Re: URGENT - MAINTAIN LEGACY SERVICE PENDING DELAYED NBN

Quick correction on my part then. Optus can (and is) shutting down Optus HFC cable connections 3 months after NBN arrives but ADSL connections should still have 18 months as per everyone else. I missed you mentioning the ADSL part (not sure how as it is front and centre). Fingers crossed it should be all good.
Peter Gillespie
Occasional Contributor RAY88
Occasional Contributor

Re: URGENT - MAINTAIN LEGACY SERVICE PENDING DELAYED NBN

Well .... we're up and running this afternoon.  So far, so good and hopefully smooth sailing ahead. Communication, consistency of information and points of contact seem to have caused the biggest headaches throughout the process.

Thanks again @petergdownload  and @Ray_YC .

Cheers.