Customers bullied into signing up for the NBN: report

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Customers bullied into signing up for the NBN: report

4 yrs ago

A message from the Telecommunications Industry Ombudsman

Threats of being disconnected from phone and internet services, loss of phone numbers, and inaccurate information about NBN plans are issues highlighted in the Telecommunications Industry Ombudsman’s latest report: Misleading telemarketing of NBN services published today.

Between January and December 2018, residential consumers and small businesses made 1729 complaints to the Telecommunications Industry Ombudsman about misleading conduct involving services delivered over the NBN.

The investigation into misleading telemarketing practices found high pressure sales tactics are being used to commit consumers and small businesses to phone and internet contracts they don’t want, don’t need, or can’t afford. The impact of these tactics is particularly felt by some older consumers who don’t use the internet at home.

In publishing the report, Ombudsman Judi Jones said, “Consumers are being told information about moving to the NBN that is simply not true and puts them at a disadvantage. This is concerning behaviour from a small group of phone and internet providers and should stop. In some cases we have shared information about this issue with the relevant regulators so they can consider further action.

“Moving to the NBN is not automatic, and consumers need to know they can make a measured and informed decision about which NBN provider is right for them. If the consumer is feeling pressured by a telemarketer, it is fine to hang up. If they find themselves signed up to a contract they don’t want or need, and can’t fix the issue with the provider, the Telecommunications Industry Ombudsman can help.”

Ms Jones continued: "I welcome the advice from the industry body, Communications Alliance, that it is working with the regulator to address aspects of this issue.”

What consumers should do to manage a cold call from a telemarketer about moving to the NBN

Check who the telemarketer is working for. Do this early in the call and hang up if the telemarketer is not clear.

Check whether you are signing up for a new plan on the old network, or on the NBN. If your area is not ready for the NBN there may be no need to transfer just yet. Go to NBN Co’s website nbnco.com.au to find out if your area is ready to connect to the NBN.

Take your time to thoroughly understand the details of the new phone or internet plan you are considering before agreeing to a new contract or plan. Ask for a copy of the plan on offer, including a Key Facts Sheet.

Take your time to consider the offer. Do your own research and compare plans to decide which plan suits you best. Don’t reveal any personal information before you’re ready to sign up for a new plan.

Check the disconnection date for your existing phone and internet service by contacting your current provider. Check you have received a letter from your current provider or NBN Co about a disconnection date.

Know your rights about changing your mind. If you’ve been cold called by a telemarketer, in most cases you can cancel the contract within 10 business days.

Have you been bullied into signing up for the NBN?

14 comments

tikiroo

4 yrs ago

Do I HAVE to eventually join NBN?

I have a mobile phone I use ONLY for calls from me and to me.

I have a Landline - only for calls from me and to me.

I do not have a Computer, and do not want to be on the Interent.

Appreciate your comments please?

Regards, Frank

Sophie

4 yrs ago

Yes, unfortunately you have no choice if you have a landline.

Eventually, all non-NBN telecommunications networks will be shut down.

RnR

4 yrs ago

You only need the NBN if you want to keep your landline, otherwise don't sign up and just use your mobile.

Greg

4 yrs ago

Hi Frank, most areas will have the old copper wire system switched off BUT depends where you live. You need to make further inquiries with your phone company (Telstra, Optus, etc), they can explain what NBN system is used and whether you will need it for the landline.

sunnyOz

4 yrs ago

NBN has NOTHING to do with mobile phones! However, if you have a landline and want to keep it, you do have to go to NBN - it is compulsory, and has nothing to do with where you live. From the time NBN first comes to your area, you have 18 months to change. If you haven't - you will be cut off with no access to landline.

TruthTeller

4 yrs ago

"Do I HAVE to eventually join NBN?"

Recent advice (July 2019) from Testra

Telstra said to disregard the call from NBN. If customer wants to convert to NBN they can, but NBN has no power to disconnect phone No right to bully or force people to sign up. – Complain to Telco. Ombudsman – and note date and time of call, so it can be traced. Could even be a scammer.

TruthTeller

4 yrs ago

@tikiroo

Of all the replies @Greg is the closest to being correct.

If you have a medical condition or other reason to have a "free" In Contact service that allows inbound calls and outgoing to 000. You complete a Priority Assistance Form available on Telstra site, and lodge the form with Telstra to retain your existing Copper line; or request one.

An experienced Telstra Customer Service advised: "Disregard the call from NBN. If customer wants to convert to NBN they can, but NBN has no power to disconnect phone. NBN has no right to bully or force people to sign up. Complaint to Telco. Ombudsman – and note date and time of call, so it can be traced."

An extra point: the robo-voice Nicole from NBN calls could even be a scammer, note date and time of call, so it can be traced. Report to TIO.

The following information comes from a call to 1800 834 273 Telstra services on NBN; also known now as TSA - Telstra Services Australia: "If you live in rural area and NBN Fixed Wireless is available you are not required to switch." Hence, the Copper lines remain intact.

If you've signed up to NBN and relinguished your landline and there is a 6-week or other cancellation period, it is possibly worthwhile doing further research with qualified technical people, not salespersons who sell new contracts to earn a living!

patti

4 yrs ago

I have had the NBN since Nov 2018 and it has proved reliable for internet. But I am concerned that my landline will not work if there is a power outage. Use your mobile phone I was told, but there is no signal in my bedroom, and if I needed to call an ambulance (I have a heart condition) would be unable to do so. Have spent hours on the phone to Telstra, have had a technician here to install a special modem to address this issue, but now I am also being told I need the technician back to install a cable, and they will charge me for the privilege!!

So, put on the NBN - not my choice. No ability to call an ambulance at 3 am if a power outage. New modem cannot guarantee access. Can have a special cable put in, but it will cost me. Why? did I ask for any of this? to add insult to injury the monthly bill since NBN is $40 - 50 higher than before, not good out of an age pension. I used to get a pensioner discount, seems to have disappeared also. Have been on the phone to Telstra for about 6-7 hours this week. Still not resolved.

Sophie

4 yrs ago

Tell them you need priority assistance service .. you may not have to pay a fee. Instead of a cable there is a plug in (can't remember what it is called) which you can use in your bedroom to connect you with your NBN modem. But you have to have a cordless phone as well. Ask to be put on the emergency priority list.

RnR

4 yrs ago

You could also explore the option of boosting your mobile phone reception so it works in the bedroom and gives you coverage in a blackout. This would involve contacting your mobile phone provider to discuss your options. You would have to pay and it's not cheap, but at least you would feel more secure.

More info:

Telstra at https://www.telstra.com.au/coverage-networks/network-coverage-extension-devices

Optus at https://www.optus.com.au/business/mobile/extras/signal-repeater

johninmelb

4 yrs ago

Why is your internet $40-50 higher than before? Did you not shop around for better pricing?

I changed over earlier this year and I am paying the same price as I was paying on ADSL, so no increase for me.

There is little point bleating here about things that you have control over. This amply demonstrates that we all need to be proactive in ensuring we get what we want at the best price we can.

However, I do share your concerns about the lack of phone line in a power outage. That bothers me greatly - even though I do have a mobile phone. Since we never know when the power is going to fail, we have to keep our phones on the charger at all times to ensure we have full capacity when the day comes. Not good for the phone battery I suspect. I am on HFC so no provision for battery backup of my NBN connection.

Greg

4 yrs ago

We obtained the NBN in Aug '18, TPG provide a back-up battery for ALL installations (just can't do it without) so you can make calls in power outages.

We are paying the same price for our internet with the advantage of faster speed AND unlimited data (had 200 before).

Also as you no longer need a phone service through Telstra there is NO monthy access of around $40 so that's our saving per month on communication costs.

sunnyOz

4 yrs ago

Patti - I have just helped out a friend with this problem. As you say - if there is a power outage, you lose your landline.

BUT - we bought a new Uniden home phone set that aleviates this problem. This phone has just come out and is NBN compatible and has a battery back up. We were assured that in the case of a power failure, phone would still work. Obviously we have not had opportunity to check this out yet, but may be something to look at. Phone with 2 handsets was around $89.

TruthTeller

4 yrs ago

Hi Patti,

Sharing my research with you re heart and other medical situations.

ozirules

4 yrs ago

I havent had a landline for 5 years. I disconnected it after problems with my computer which left me chasing the landline phone provider and the internet provider who each blamed the other. Since going mobile my wife and I get enough data for my use on a desktop and 2 mobile phones (35 gig) and I've savedheaps in charges. The download speeds I get are sufficient for my needs and I've been trouble free for 5 years. If they connect the nbn for free when it's rolled out in my suburb I will let them fit the connection but wont sign up to any plan nor will I pay any nbn fees or costs.

Chris B T

4 yrs ago

Since NBN constant Outages,Dropouts and Static or Indecipherable Communication.

NBN Blames Testra/Telstra Blames NBN.

Called Them Both Out not our Problem, then want to Charge For Not Fixing connection.

This is Phone over Modem Connection to NBN at end of Street, had Modem Replaced Twice.

Internet and Mobile are a little Better not by much.

Ring and they try to fix at the Call Center never Works.

Of cause full charging of Service/Lack Of.

I live in a regional area and Telstra is Mainly The Only Successful Full Time Supplier of Connection no Choices.

{;-(

Suze

4 yrs ago

Yes, I too am in Regional area and have Fibre to the Node NBN connection

Had NBN Techie ..replaced modems several times but outages,dropouts and static continue everytime it rains.

At least when I was on ADSL ...it was reliable as was the Dial Up. ... I could depend on my phone working at least.

Complained to the ACCC ...was sent Honestybox who test for all the different problems with speed and dropouts ...guess what it does not work either spent copious time unplugging it and plugging it etc ..no result

rtrish

4 yrs ago

I have the NBN, I knew it would be necessary eventually. But what’s happening now are scam calls, from someone called “Nicole.” She clains you have to press 1 to sign up. Even her voice is not realistic. That’s the major problem right now.

TruthTeller

4 yrs ago

Nicole is a robo-voice, so her voice is robotic. I called Telstra re this, and share the advice here:

An extra point: the robo-voice Nicole from NBN calls could even be a scammer, note date and time of call, so it can be traced. Report to TIO.

Eddy

4 yrs ago

I cinstantly get robo-calls from 'Nicole' threatening that my phone line will be disconnected in 24 hours if I do not sign up for the NBN immediately. This has been going on for months, sometime four or five times a day. I treat these calls with the contempt they deserve. Telstra have already contacted me by mail advising me NBN is available in my area but it will be some time before I can get a technicians appointment to be connected. I have had no information, apart from brochures left in my letterbox of various plans anmd providers available to me. I will just wait.

TruthTeller

4 yrs ago

Sharing some information with you:

An extra point: the robo-voice Nicole from NBN calls could even be a scammer, note date and time of call, so it can be traced. Report to TIO.

Regarding the "you have to change" argument. The following information comes from a call to 1800 834 273 Telstra services on NBN; also known now as TSA - Telstra Services Australia: "If you live in rural area and NBN Fixed Wireless is available you are not required to switch." Hence, the Copper lines remain intact.

Alternatively, consider this approach:

If you have a medical condition or other reason to have a "free" In Contact service that allows inbound calls and outgoing to 000. You complete a Priority Assistance Form available on Telstra site, and lodge the form with Telstra to retain your existing Copper line; or request one.

Eddy

4 yrs ago

RnR

4 yrs ago

Nicole certainly gets around. She's rung me 3 times this morning!!

I'm on the NBN but that doesn't matter to Nicole LOL.

Regularly calls me at least once a day.

Greg

4 yrs ago

We have a new phone number with a new build house two years ago - we have NEVER had a scam call, in fact we have never had a phone call at all. It's great.

RnR

4 yrs ago

Shouldn't have whinged about the 'Noteworthy Nicole' ...

Just received another disconnect-threat call from a foreign-accented newbie. Couldn't even decipher her name.

TruthTeller

4 yrs ago

catsahoy

4 yrs ago

had a letter about a week ago, to ring for an appointment for someone to call me, i forgot about it, taday i got a call, explaining they were laying the lines, blah blah, gave me his name, and a reference number, then after about 30 mints, he told me this district is NOT available until 1921 TO change, so he will ring me in 2 years, thats half hour of my life ill never get back, idiots,

still on ADSL as no NBN available to residents in my village...only to the office...one day it will happen I suppose. Still paying the same price I always did.

Charlie

4 yrs ago

I recall it being presented like it was compulsory..

I dont own the flats but there was electronic boxes shoved everywhere. .

There was no choice about whether I wanted to keep my land line so the phone was put thru the modem..

Now if the internet goes down I cant phone to ask what is wrong.

My recent call to NBN about changing address appears to be picked up by scammers. As it was followed by a series of scam calls.

RnR

4 yrs ago

The best laid plans of mice and men.

RnR

4 yrs ago

Warning for Aussies after surge in dodgy NBN scams

More than 9500 enquiries about suspected scams have been made to the company rolling out the service in the past three months, with an average of more than 100 calls per day.

NBN Chief Security Officer, Darren Kane said:

“As NBN Co is a wholesaler, we will never contact residents or businesses to sell phone or internet services. We will never make unsolicited calls or door knock for the purposes of seeking access to people’s computer, threaten to disconnect your services or request personal or financial details.”

http://www.mygc.com.au/warning-for-aussies-after-surge-in-dodgy-nbn-scams/

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Customers bullied into signing up for the NBN: report

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