As we were moving to a new address, we decided to give Optus a go. Checking online, Optus NBN showed as available at new address, we the proceeded with a order for Optus NBN and Fetch TV bundle (26 March 2018). When we moved in on the 29 March 2018, we found the Modem waiting for us at the new address (impressed).
I proceeded with connecting the modem, later that night, with the following results:
1) NBN NTD box green power light on.
2) NBN NDT optical light and UNI-D 1 light flashing (Orange)
3) Optus Wi-Fi Modem Internet flashing green
4) When connecting to the modem via webpage, shows "You are connected to the internet.
5) However no browsing of the web possible.
I then had a Live Chat with Optus (several chats, over several days), and was advised that there is an active connection (from previous tenant), that needs to be disconnected first, before they can activate our connection, and I have to arrange this. I have explained that I do not have the contact details of the tenant. I also explained to them that the previous tenant must have been an Optus customer, as there was a Optus Bill in the Post Box. (This did not help)
Out of frustration I stumbled across this extract from the Telecommunications Industry Ombudsman’s website re. “Good Industry Practice”:
When a previous occupant’s service has not been disconnected
The Connect Outstanding Code sets out procedures for providers to arrange connection of a standard telephone service when a previous occupant’s service has not been disconnected.
Rules in the Connect Outstanding Code include:
Eventually Optus agreed, that if I take a copy of our Tenancy agreement to any Optus Shop, that they would proceed to do the disconnect and reconnect, but I have been given the run around with this as they just tell me to give it 24 to 48 hours’ time, and then again 24 to 48 hours’ time.
When using the “My Optus” app, in the “Track My Order” section, it shows:
Service activation date as 3 April 2018.
Order Status: 3 Apr 2018 00:06 We’ll contact you by 6 Apr 2018 to discuss your order
26 Mar 2018 00:00 Your order is confirmed. We’ll contact you by 29 Mar 2018 to confirm the appointment/s you need.
However no contact from Optus.
Should I refer this to the Telecommunications Industry Ombudsman?
Solved! Solved: Go to Solution.
I forgot to mention the best part of it all, one of the “Support staff “ suggested that I buy “Optus wireless broadband “ when I mentioned that we need internet urgently, as my daughter is at TAFE , and need to do assignments.
@Tetris, the connect outstanding process you've described above is the official process we use in this scenario.
As long as you can provide us with a valid proof of occupancy we can forcibly disconnect the old tenant.
We can only follow this process if the old tenant had also been connected to Optus NBN.
It sounds like you have an NBN FTTP service. The NTD itself has 4 available UNI-D ports, therefore you can technically connect to four different providers at the one time. If port UNI-D1 is used, we'll usually activate the service on Port UNI-D2. Have you given this a shot?
I'm happy to take a look at this one for you. I'll need you to send us a PM with your account details. I'll need your full name, DOB and account number. If you don't have the account number, please attach your order number.
@Tetris, awsome to hear!
I'm glad we got there 🙂
If anything else comes up, you know exactly where to find us!
Let's hope it's smooth sailing from here on out.