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philipl
New Contributor
New Contributor

False Information about NBN

Hi All,

 

Has anyone experienced where you were misguided about NBN?

My old man received a call from an Optus rep, who was attempting to sell us NBN plan.
Which we do not have in our area still to this date. We advised the rep and was asked to be on hold.
After a few minutes later, the rep returned and said yes you are eligible for NBN. Then signed us up to their broadband.

Still having multiple issues with the broadband including slow connections to this date. Any tips on how to be compensated or cancellation of the contract?

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petergdownload
Honoured Contributor
Honoured Contributor

Re: False Information about NBN

Optus does not have a stellar history when it comes to giving forthright information about the NBN.

 

What street and postcode are you in?

 

Are you signed up to Optus HFC Cable (25-100Mbps) or ADSL (copper lines)?

 

Regards

 

Peter Gillespie

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philipl
New Contributor
New Contributor

Re: False Information about NBN

McKell/2177

ADSL copper line.

All they did was change our service from TPG to Optus.

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petergdownload
Honoured Contributor
Honoured Contributor

Re: False Information about NBN

Yep, you got sold a pup buy the sounds of it.

 

ADSL speed will likely top out at 10Mbps or less (slower than the slowest NBN plan possible)

 

Looks like you're getting NBN HFC sometime next year though. That will be using Telstra HFC which you may have the option of joining until the NBN arrives (Can't find your home on the Telstra datbase though so you'll need to ring and ask if you get HFC in your address.)

 

Failing that your current speeds are likely the best you can get with any provider over ADSL (Copper)

 

Due to the (mis) representations by the sales person you you should be able to cancel the contract easily enough. Perhaps a complaint to the TIO or Optus will be needed but just calling and explaining and requesting the exit will likely work.

 

FWIW you likely have 60 days cooling off rights since you appear to have been approached fot the sale?

 

Regards

 

Peter Gillespie

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Dan_C
Retired Employee
Retired Employee

Re: False Information about NBN

Hey @Phillipl,

 

You were explicitly advised that you were being sold an NBN service? There's definitely no direction from management to sell ADSL services under the guide of an NBN service. It's hard to control the individual behaviour of each and every single sales representative. We rely a lot on their integrity and routine audits. When we perform a service qualification, we're specifically advised as to whether the address is NBN serviceable.

 

If we take the recent conclusion drawn by the ACCC into account, I wouldn't expect the NBN to be used to close the sale (that's maybe more my personal opinion). If it has indeed been the case and you were advised that you'd be receiving an NBN service then we'd be happy to see if we can pull up the call recording.

 

We do have the ability to release you guys from contact without penalty. Obviously we don't want to encourage this sort of behaviour; we'll make sure that the sales consultants manager is made aware of what's happened.

 

If you could send us a private message with your fathers details, we’ll follow this up for you. Look forward to hearing back.

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