That’s what is aimed to put you off but their online form has more coverage. Notice the use of the terms “such as” in their complaints section they really don’t like to go into detail so most don’t bother submitting info.
4 Likes
ACMA, at the top of technology and informative messaging. Filling in the form and hitting submit returned
Form submission seems to have worked and I received a confirmation email. Reckon I should complain about their form processing? 
My expectation is that even though their form has many categories they will knock back my enquiry as being out of scope. But nothing ventured and what else to do in Stage 4 lockdown?
6 Likes
They do digest them but they are not very forthcoming with feedback. The failure happens when their weak system gets overloaded, bad day, bad week, bad month, you can never tell. It isn’t out of their scope according to the Act they work under, just they are another Govt Department to placate the masses, ensure the Corporations get richer and that the Department shields the Party and Minister from smelly plebs (us). I tend to use the email address as it more frequently doesn’t fail (well I only ever get the auto reply so assume they are busy dealing with important things).
6 Likes
I’ve just ticked over 24 hours since nbn satellite “service” was working, just as well I can use the phone as a hotspot! This is the 2nd time this has happened in the past few weeks.
5 Likes
So many suggestions that I dare not put in writing…
7 Likes
… but it could be fun 
It’s the perfect time for extroverts to tap into the experience of their introvert friends for whom this is nothing new. I saw an amusing post the other day where someone commented “after the lockdown, there are a lot of you from whom I will continue to isolate” …
8 Likes
ACMA has been very rewarding. (/s) On 3/9 they were kind enough to send me an auto-reply with a ticket number. Not even the vaguest suggestion of a service level or intention to respond further in X days or Y weeks. They did advise ‘they may contact me for a satisfaction survey in the future’.
I can hardly wait 
2 weeks is not so long, excepting I expct their
4 Likes
The suspense is killing me!
6 Likes
We all hope not!
I’m still waiting for a reply beyond the initial receipt notification to an issue raised back in Feb 2012.
Alternately, why wait? Book your niche or urn or … now.
It’s more likely to turn out useful long before the ACMA reply reaches you. 
5 Likes
That reminded me of the story about a soldier who returned after the war and dropped his boots off at a cobbler but he forgot about them.
Many years later he remembered them when he happened to pass by the cobbler’s shop so he popped in and mentioned how he had left his boots years ago and asked the cobbler if he might still have them.
The cobbler went out the back and when he returned a while later, he said “They’ll be ready next week”.
2 Likes
The nbn satellite is finally back on. I’ve been trying to phone ANT Communications for the past half hour, but seem to be stuck on their options menu, which is repeating over and over, and whether or not I select option 1,2,3 or 4 makes no difference. They say they like to hear suggestions from customers, but I’m not sure they’d really want to hear what I’d like to tell them, if only someone would answer!
Even their online data use monitoring is 2 days out of date.
Looking around their and other providers sites, it seems prices have gone up, so changing to a smaller plan and getting another phone and SIM card for hotspotting instead is going to cost more.
5 Likes
As I exchanged with a spam caller:
Me: ‘Which hand are you using to hold the phone?’
Them: (click)
They pre-empted me telling them what to do with their phone (headset) 
5 Likes
Almost 23 hours into another absence of nbn internet “service”, long outages are now a number of times per week, so it might be getting close to time to tell them where to put the dish on our roof!
Unfortunately an update installed on my phone this morning, and hotspotting didn’t seem to work until a few mins ago, after I’d done several restarts.
I can usually survive for a day without internet, but my trout are another matter, since I control pumps and water chiller via an app on my phone and the remote switches rely on the nbn.
6 Likes
If want to take solace from my experience, here is my diary of events since I elected to get connected to NBN. I have reasonable technical knowledge but each time the service goes down, I am put through the same mundane task to troubleshoot even though I know the issue is not within my home. So here it is:
11Jul20: Ordered NBN online through Telstra
- Telstra Order Ref: 1-2553256302754
14Jul20: Another order no generated.
- Telstra Order Ref: 1-2574270674213
13Jul20 - Contacted Telstra. Ref: INT1-2581726664956
19Jul20 - NBN attended property but could not complete job as they are barred from climbing on AusGrid pole.
21Jul20 - AusGrid braced pole
27Jul20 - Called Telstra to check on progress.
04Aug20 - Called Telstra again to check on progress. Ref: INT1-2607893281214
11Aug20 - SMS informing that NBN order may be delayed.
-
Ref No: NBNO-5281849
-
Ref No: PORT-9630379
12Aug20 - Contacted Telstra. Was told that hold up with NBN. Nothing they can do.
19Aug20 - Contacted Telstra. Informed that:
-
NBN has a shortfall of staff.
-
NBN installation currently scheduled for 11Sep20
25Aug20 - NBNCo recabled phone line from pole to house.
2Sep20 - NBNCo installed NBN Connection. Phone not working.
3Sep20 - Phone not working. When number is called, it goes to Optus Voicemail. On our side no dial tone.
10Sep20 - Internet through NBN not working from around 7am. On 4G backup.
-
Connection Light (RPF) on NBN modem flashing red.
-
Contacted Telstra. Went through troubleshooting including modem restart and modem reset. Did not work.
-
NBN came back online at around 3:30pm.
-
Outage of around 8 hours.
-
Informed Telstra phone still not working.
-
After troubleshooting with Telstra, phone started working for outgoing calls around 7pm. Incoming calls goes to Optus Messagebank.
11Sep20 - Internet through NBN not working from around 8am. On 4G.
-
Connection Light on NBN modem flashing red.
-
Contacted Telstra. Went through troubleshooting including modem restart and modem reset. Did not work.
-
Came back online at around 12noon.
-
Outage of around 5 hours.
-
Phone working but incoming calls goes to Optus Voicemail.
14Sep20 - NBNCo Tech attended property.
-
Checked connections inside house and at street level.
-
Could not find anything wrong with line coming in from street and within premises.
-
NBNCo Tech suggested cable within premises might be faulty. This cable was installed 7 years ago and it is new.
-
Incoming calls still goes to Optus Voicemail.
15Sep20 - At 1:00pm, internet through NBN not working.
-
On 4G backup.
-
Same issue as before. Connection Light on NBN modem blinking red.
-
Went through usual troubleshooting with Telstra.
-
Service back online at 2:45pm. About a 1:45 hour outage.
16Sep29 - Internet is down through NBN at 8:30am.
-
On 4G backup. NBNCo Technician organised for tomorrow.
-
Internet through NBN comes back online at 1pm.
17Sep20 - NBNCo Tech attended property.
-
Checked connections inside house and at street level.
-
Could not find anything wrong with line coming in from street and within premises.
-
Suggested outage could be due to network.
19Sep20 - Internet through NBN not working from around 7am. On 4G backup.
-
Connection Light on NBN modem flashing red.
-
Went through usual troubleshooting with Telstra.
-
Telstra discovers through diagnostic line testing that fault is with NBN.
-
Organised another visit by NBNCo Tech on Monday, 21Sep.
20Sep20 - Internet through NBN still not working.
21Sep20 - Internet through NBN still not working.
-
Although NBNCo Tech was booked for 1pm-5pm. No one turned u.
-
Called Telstra about Tech. Nothing was said but went through troubleshooting again.
-
Was told to unplug cables connected NBN Box and Telstra modem and wait for 2mins before replugging them.
-
After replugging cable, internet through NBN started working.
-
Was assured by Telstra support team member that it is all fixed now.
-
Advised not to close ticket and re-check in 24-48 hours.
22Sep20 - Internet through NBN stopped working overnight.
-
Raised issue with Telstra. Had to go out so had to continue with Telstra after returning.
-
Went through exhaustive troubleshooting with Telstra. This included connected my laptop directly to NBN Box and Telstra box, resetting modem and various line tests.
-
Internet through NBN has resumed working.
-
Was assured again that the problem was identified and the fix will be permanent. I can expect stable connection.
-
Support staff called later in the afternoon to check on internet. I also reported outstanding issue with landline where caller on the Optus network cannot get through. I have also reported this to TIO.
25Sep20 - Optus contacted regarding TIO complaint. Was advised that port had been done and issue would be in Telstra side. I advised that they inform TIO about this.
26Sep20 - Optus called to advise that they have found problem and it was on Optus’ side. Issue being fixed. Also, Optus has advised that there won’t be any outstanding charges on the account.
30Sep20 - Phone issue not fixed. Emailed Optus about this.
1Oct20 - Discovered that phone issue has been resolved. Telstra advised by SMS that issue has been resolved and outstanding ticket has bee closed.
22Oct20
-
Discovered internet through NBN not working. On 4G backup. Had a month of reasonable internet service through NBN.
-
RPF light on NBN modem flashing Red.
-
Contacted Telstra support through App. No response.
-
Contacted Telstra support by SMS. Got a response.
-
Went though usual troubleshooting including checking if cables connected to NBN box is damaged. Also advise to connect laptop directly to NBN modem to browse the internet. Not successful.
-
Further troubleshooting by Telstra tech discovered problem at their end. “There is a server issue happening and the tests are not going through”.
-
Issue escalated to specialist techs. Ref: 11675775
-
Service back to normal in the evening.
23Oct20
-
Got SMS from Telstra at 9:38am that issue has been resolved and ticket is closed.
-
Discovered in the afternoon internet through NBN not working. On 4G backup.
-
Contacted Telstra support. Informed that RPF light is flashing Red. Gave them Ref to previous job to review.
-
Was asked to NBN reboot modem. Issue not resolved.
-
Tech support indicated that NBN resolution here was not satisfactory. Need to schedule an appt with NBN.
-
First available appt is 5/11/20 between 8am to 12noon. Two weeks away. Will be on 4G backup till then.
6 Likes
Welcome to the community @kool.
What a story. And it’s still ongoing.
Others in the community who have done the NBN & Telstra Tango may not be surprised. Our urban NBN changeover was faultless, although the initial HFC cable install needed intervention. We’re dreading moving from ADSL2 to NBN Fixed Wireless at our rural home. We’ve done enough dancing with Telstra and our ISP with the copper line to feel some of your frustration.
Have you attempted to refuse to accept Telstra’s response and asked to escalate your service call to an area manager? Hopefully Telstra are offering some compensation. Is the 4G fall over a fair deal or poor excuse to keep charging for full service.
5 Likes
I should have prefaced my experience, in fairness, with the fact that NBN through Telstra connected to my weekender about 2 years ago has worked faultlessly. My neighbour in the next street who is also with NBN through Telstra has not experienced any issues. This seems to be an unlucky hit on my current setup.
I have not asked to escalate this yet to an area manager. This seems to be an NBNCo issue as Telstra tech support referred to it. I can’t establish the veracity of this. I have received compensation. This is however little comfort. I rather have a stable service than compensation. I believe I am not alone. So, when top executives in NBNCo get bonuses for hitting targets, who sets these targets or are the targets low hanging fruit for easy picking.
I am also helping older neighbours and friends connect up to the NBN. There is no choice in the matter and they are fearful of new technology. Given my experience, I can say I am an expert who has graduated from the School of Hard Knocks!
7 Likes
Helping, or inflicting it on them?
I have to frequently revert to 4G hotspotting my phone due to nbn satellite unreliability.
4 Likes
When there is lack of choice, inflict is the only medicine available!
Fortunately but not ideal, Telstra modems have 4G backup inbuilt.
5 Likes
Sounds complicated. Seems to be HFC connection strung under power lines, and you have NBN, Telstra, Optus involvement, and both data and fixed phone.
1 Like
After a number of outages of a few hours in recent weeks, I’m now over 28 hours into another long one, other than it being available a couple of times for a few minutes yesterday, the last short on time being around 3:35 am this morning, and briefly during testing a short while ago.
I phoned ANT’s support line and we went through various ping and trace commands, via wireless through my wireless router (which they thought was the problem, as the power light was red and they thought it should be green, despite it being red for many years!) and via ethernet cable into the nbn modem, resulting in them raising a case with nbn.
I didn’t get an answer on whether I could get a discount for all the service failures though.
6 Likes
