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Nbn Fttc new connection problems

So we moved to a new house. Nbn modem and ncd box arrived on the 24th. Was told that a technician had installed necessary equipment in a local portal thing for the fttc.

Have been on the phone everyday for hours to optus, getting transferred back and forth between departments, always just being told to wait 24-48 hrs. I wait and still no internet connection.

It's been a week tomorrow with no internet/landline and optus support doesn't seem to be very supportive.

 

Does a technician need to come out and connect this house to something?

Does optus need the details on my new modem? (e.g. Mac address?)

 

Help please!

 

- H

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6 Replies
Honoured Contributor
Honoured Contributor

Re: Nbn Fttc new connection problems

Optus doesn't need any further information. FTTC just uses the existing phone wire so generally there's nothing to do except plug in the modem. In this case it seems the NBN FTTC is not set up properly. Optus is your liason with the NBN and if they can't resolve the issue with a few tests then they are responsible to get an NBN tech out to check the copper wires in the street.

 

I would request that be done.

 

Peter Gillespie

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Frequent Contributor
Frequent Contributor

Re: Nbn Fttc new connection problems

Hey @Haydennn, thanks for reaching out. I'm sorry to see that you're having issues getting connected! I can certainly appreciate your concerns here and I do apologise for any inconvenience or frustration caused.

 

If you could please send us a PM with your full name, DOB and account or service number, along with any reference numbers you may have received from the connection, we'd be more than happy to take a closer look into this one from our end and help to provide you with an update here. 

 

In the mean time, I'll certainly go ahead and pass along your feedback to the relevant teams for review. We do take our customer feedback very seriously and we are always looking for ways to improve services for our customers.


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Re: Nbn Fttc new connection problems

Hey Hayden,

 

I'm having a very similar situation now where everything is connected (fttc) but just no internet. Going round in circles with the usual technical turn it off and turn it off again stuff. Would you be able to share your resolution to your issue? Did they send out and tech to fix it? Was it due to something else in your equipment?

 

Its frustrating because everybody keeps telling me that all checks are passing and that I should just have internet. but I don't.

 

Please let me know!

 

 

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Re: Nbn Fttc new connection problems

It's been over 10 days since Optus has been giving me similar run around fir an NBN fttc activation in Point Cook. Absolutely appalling service recivery plan. The Optus crew has no clue what is going on. They keep blaming NBN and NBN techs jeep throwing it back at Optus. My NBN NCD is showing all four lights on solid and Optus modem 5366TN shows @Internet light red.
Being a small business we are really suffering with no phone no connectivity and just a brickwall of inconsiderate robo optus employee quotes. Anyone with a handle on this please educate Optus.
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Honoured Contributor
Honoured Contributor

Re: Nbn Fttc new connection problems

Try plug your PC directly into the ncd. Bypass the Optus modem.
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New Contributor
New Contributor

Re: Nbn Fttc new connection problems

Tried that. Shows Unidentified Network No Internet.
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