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Compensation for NBN failed equipment & outage

Level 3



My NBN connection (and home phone) was unavailable for a week due to an electrical storm damaging the FTTC connection box that needed to be replaced. How do I go about applying for a refund for this outage ? I am on the NBN 100 plan, and expect compensation for the period that no service was available. I did have a ticket raised via the support helpdesk, but ultimately it was NBN Co (and not TPG Engineers) that replaced the box.


Mark Wells



Hi @mark_wells 


We're sorry to learn about the inconvenience this has caused you. 


Please be advised that while we will endeavour to make NBN Access services available to customers 24 hours a day, 7 days a week, NBN Access services are not fault free and we cannot guarantee uninterrupted service, or the speed, performance or quality of the service.

There are many factors outside of our control that may affect NBN services, such as the performance of third party suppliers and equipment, force majeure events and your hardware and software configuration.

Kindly check this link for reference:

Should you require further assistance, you may reach out to us again or you may check out our self-help options located here: