ACCC slams telcos over promised NBN speeds

The ACCC is calling for a change to "frankly terrible" advertising of NBN speeds.

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The ACCC is calling on internet providers to immediately change their "frankly terrible” advertising practices for NBN speeds.

The regulator is finally cracking down on practices whereby internet providers advertise speeds at their theoretical maximum – a situation that has led to complaints about NBN speeds skyrocketing this year.

"ADSL services just weren't sold on the basis of speed. They were sold in other ways. Now you have got this new product on the market and the advertising practices are frankly terrible," said ACCC chairman Rod Sims.

The regulator will push for retailors to describe minimum download speeds during peak periods as either less-than-15 megabits per second, 15 Mbps, 30 Mbps, or 60Mbps.

The head of the Australian Communications Consumer Action Network (ACCA) Teresa Corbin has put her full support behind the ACCC's initiative.

"The ACCC has recognised the frustrations consumers experience when services don't work as advertised and expected, and is suggesting that retail providers can do better in these areas," said Ms Corbin.

"We fully support this initiative and hope retail providers will get behind it."

A little more than two months ago, Telstra refunded NBN policies for promising speeds they can't possibly deliver and Optus is the latest in the line of telcos to issue refunds

Do you believe you are getting more or less than you paid for with your NBN connection? Have you complained to the ACCC about your NBN connection?

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    COMMENTS

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    Chris_58
    22nd Aug 2017
    11:03am
    I hope NBN never comes to our area. The internet speed is bad enough as it is.......................
    older&wiser
    22nd Aug 2017
    11:12am
    Absolutely spot on. I live in rural Qld, and just moved house. Was told I had to go to NBN at New house. Absolute garbage! I am now paying top rates for far inferior service. Slow, drops out, freezes, total time waster. Used to assist my daughter with her home based business, now is useless. And on top of that, they told me I had to set up main incoming line in main bedroom, despite having a designated office. When moved, they initially stuffed up installation, and had no phone or internet for a week. No discount on Bill. Now have to have cord running through house or pay hefty price to move (is rental house). Once again, paying for useless service. As soon as any govt says a service will 'help' customers, is total BS.....
    Ella
    22nd Aug 2017
    11:44am
    We only live 30 mins out of Brisbane and have had NBN for about 18 months. Internet is slow,drops out every day ,freezes daily and randomly etc etc crap service.
    John from Perth
    22nd Aug 2017
    11:51am
    Australian Broadband explained in simple terms.

    Imagine tens lanes of traffic heading the same way.

    There is a bridge to pass under.

    ADSL. Cars will have to merge as only 3 lanes under bridge,
    Cable. Cars will have to merge as only 6 lanes under bridge.
    Turnbull's NBN. Cars will have to park as only pedestrian access under bridge.
    Bazza13
    22nd Aug 2017
    11:51am
    After a lot of research we recently moved to the NBN, I found an Australian owned and based company in country Victoria (Morwell) Aussie BroadBand.
    There is no contract, no setup fees and they offer a seniors plan for people over 60.
    We are on a 12/1 plan with 25gb/mth, it includes local/national and calls to mobiles.
    The setup process was very professional and we were connected without any issues on the appointed day. They gave us the first month of INTERNET for free and doubled our data to 50gb/mth for the first 6 mths.
    I have been checking the internet speed on a regular basis and it is always around 11.5 download and between .8 & .9 upload any time of the day.
    Apparently they have a process that when they reach 80% capacity in an area they buy more bandwidth from NBN Co not like the big players who oversell their bandwidth.

    We have had it for about 2 weeks with no issues. Check them out on Product Review - Aussie Broadband. You can also check out other companies , it will open your eyes to what is going on.
    vinradio
    22nd Aug 2017
    1:56pm
    Yes, my son who is in IT has researched Aussie Broadband and he thinks it is a very good option, so we will probably both switch to them, when NBN finally gets to us sometime next year. We have the added bonus of having an Aussie Broadband office locally, too.
    Old Geezer
    22nd Aug 2017
    12:03pm
    Had hopeless ADSL so decided NBN could not be any worse. Signed up over 2 years ago now and it's great and a lot cheaper than old ADSL plus phone. Got to keep my phone on the old copper network too.
    Malt
    22nd Aug 2017
    12:23pm
    NBN is useless that's for sure totally agree with in2sunset we have same problems.
    Also our house phone was set up on bench kitchen / dining area where we mostly are now its sitting beside modem in study and its our problem to get it back where it was what a load of crap.
    Had friends out from Europe they thought our network was a joke.
    East of Toowoomba
    22nd Aug 2017
    2:27pm
    We live in a rural area and have had the NBN (FTTP) since June this year. We signed up for pay as you go landline,unlimited downloads, and 100mbps for $60 per month. So far, so good.

    Although it took 8 weeks to get the landline transferred from Telstra, we weren't charged anything for the internet during that period so I have nothing to complain about. It was nice not to have to talk to the telemarketers actually, so it's all good, no complaints here.
    sunnyOz
    22nd Aug 2017
    6:43pm
    Then you are bloody lucky - I live a long way 'east of toowoomba' and NBN is a total disaster! And forget any type of refund, discount or compensation. It's a case of just put up with up - we have no option.
    Bazza13
    22nd Aug 2017
    2:38pm
    Further to my post earlier today the the Aussie Broadband plan costs us $50mth. Other companies wanted us go go on their unlimited plans ($80+) if we wants calls to mobiles included, also no month to month plan and $200 exit fees if you cancel the contract.

    22nd Aug 2017
    3:16pm
    We had no problems with the transfer to the NBN through Telstra as the ISP. We weren't asked about what we wanted when we told Telstra that we had been advised that the NBN was now available in our area, they sent a modem with very clear instructions and advised us when they had hooked us up to the NBN. The plan we are on has continued on and the only difference is the speed. On ADSL2 we were averaging about 8mbps and with the NBN we are averaging about 23mbps. Our existing Uniden phones work with the new set-up and we are very happy with the changeover.
    floss
    22nd Aug 2017
    6:22pm
    Ours is rubbish if it misses your town you are lucky.
    floss
    22nd Aug 2017
    6:25pm
    The Turnbull Mark 11 version is like him a bloody failure.
    Daveh
    22nd Aug 2017
    6:44pm
    NBNCo is also shonky. I get 33Mbps currently and with a speed boost for $10 a month extra 113Mbps download. Speeds as measured by speedtest.net on my computer. I asked NBNCo to guarantee their infrastructure could do the same speed at my house when I get it in a couple of months. I was referred to resellers. What crap is this where NBNCo don't even know the limits of their own network.
    Greg
    22nd Aug 2017
    10:54pm
    NBNCo are correct, they can't say you'll get say 60 when the retailer that you use may only be able to supply 30 because the retailer doesn't buy enough bandwidth. Remember NBNCo supply the infrastructure but it's the retailer (re-seller) who provide the service.
    Rae
    23rd Aug 2017
    8:14am
    Yes strange that a similar system to electricity sales was set up by the LNP. Must be the business plan they use to ensure extra costs go to a middleman. I suppose it is justified by mumblings about competition.
    It will be interesting to see how expensive it all becomes once the roll out is completed.
    Miss Piggy
    22nd Aug 2017
    7:01pm
    In March this year I moved from Brisbane to central Victoria. Having been a Telstra customer in it's various incarnations for some 40 years with no major hassles, I automatically ordered a new telephone/internet connection from them. NBN was the only way to go they said, but it would be about a week to ten days before the system could be installed. HA! It was finally completed in mid-May. During that time, on two occasions, without any notice to me, the technician just didn't turn up. When I contacted them each time (by then, as I was completely incommunicado, I had had to purchase a pre-paid mobile) I was told they had arrived but I was not there - a complete lie. Then the NBN was connected but not the phone. And so it went on for 9 weeks, one inane excuse after another. For this fantastic "service" I was charged $862.00. I refused to pay. Eventually, after numerous, usually quite hostile, arguments, about half that amount was waived. As others here have said, the NBN is slow as a wet week, drops out, simply disappears occasionally (once for two and a half days), various functions work one day but not the next, was installed, against my preference, in an inconvenient part of the house, etc etc. EVERY bill I have had since has been deemed "overdue" by varying, but always in the hundreds, of dollars. Every time I am promised that definitely this will be rectified by the next bill. Every time it is not. Until the most recent bill I was still being charged for my Brisbane account (and $20.00 more than the bundle I'd had there anyway!) even though I'd cancelled it when I moved. Telstra takes no responsibility for any of this, even the phone bills, and passes all my calls onto NBN, and I am yet to hear anything in an accent I can easily understand or in Australia rather than some godforsaken country somewhere else on the planet.

    And so the saga continues. Even in the climate of inefficiency I have come to expect from most business now, NBN excels in ineptitude. My next appointment is with the Federal representative for this electorate.
    Rae
    23rd Aug 2017
    8:20am
    We were talking about leaving Telstra yesterday. When we ring they can't understand our broad Aussie accents and we can't understand them. It is pointless trying to contact Telstra by phone.

    The operators are very lovely and try hard to help but it is very hard when conversation breaks down through language barriers.

    I've given up. Will just get through to the end of the NBN contract and hope the Apple/Alphabet world wide satellite grid is available soon.
    Greg
    22nd Aug 2017
    11:00pm
    Have had NBN FTTP in rural VIC now for two months - paying for TPG 25/5 and getting a consistent 23/5. Very happy with the service.
    Remember children there are now over 2.5 million premises with NBN and not ALL of them are having issues. I spent the last year doing house sits in VIC and NSW in numerous houses with the NBN and all except one performed extremely well.
    Miss Piggy
    23rd Aug 2017
    11:03am
    Dad, obviously not EVERYONE is having issues, and I'm genuinely happy for you that you're not. You must have been born under most auspicious stars, and may your good luck long continue.
    Miss Piggy
    23rd Aug 2017
    11:03am
    Dad, obviously not EVERYONE is having issues, and I'm genuinely happy for you that you're not. You must have been born under most auspicious stars, and may your good luck long continue.
    Old Geezer
    23rd Aug 2017
    11:56am
    I agree. It is so much better than my old ADSL.
    Bazza13
    23rd Aug 2017
    12:00pm
    Miss Piggy, sorry to see the problems you are having it seems to be happening to a large number of people, see my post from yesterday re Aussie broadband, Aust owned and Based,country Victoria.
    rod
    23rd Aug 2017
    11:04pm
    I had 34mbps before NBN when first connected it was 23mbps now it is down to 3mbps download speed.I contacted NBN and was told to contact Telstra as it is their problem so I did but during the conversation I was asked to give a rating to Telstra from 0 to 10 so I gave them 0 they asked if I meant 0 I said yes and was cut off.----Rod
    Adrianus
    24th Aug 2017
    7:50am
    0 is the worst possible rating right? With 10 right up there with your honeymoon? Does anyone give a 10 these days to Telstra? It must be very difficult for these big government owned entities to transition. CBA are having similar issues. My advice would be. Do not talk to anyone, only communicate by email. There may be a case for class action because this behaviour from a big service provider that the Labor government gave $11b of our tax revenue to is unacceptable.


    Tags: internet, nbn, telcos,