Hi @chatswood,
I understand this is taking too long and it sounds like there has been a lot of back and forth with NBN regarding this.
Most certainly we want to see your service is performing well as expected. We see no benefit from your service having issues. However, faults are things that can occur and is something that we always want to ensure is addressed and resolved as soon as possible, though in fault situations, we can only work with technician availability given by wholesale or third party technician groups who perform restoration.
We understand your doubts nevertheless all of our engineers are highly trained to attend to your technical concerns.
As a reseller of NBN Co, we have to operate within the constraints of the NBN network. A TPG field technician has been sent out and several tests has been conducted. Their assessment shows that the issue lies on the network / line being controlled by NBN. This unfortunately means only NBN co. technicians have the authority to fix this fault.
To resolve this case, our Engineers has raised this further to NBN Management to prioritise this case.
Nonetheless, I've now escalated your concern to our dedicated complaint handling department; customer relations. As part of our complaints process, a Complaints resolution case manager will be assign as a sole point of contact and will be attempting to reach your contact information to discuss the concerns raised and work towards resolution.
This has just been endorsed today and will be under assessment. They'll be contacting you via e-mail or phone call. Should you have a preferred contact time and number via Private Message, please let us know via and we'll forward this to the team.
Furthermore, we've seen your Facebook post. We would appreciate if we can continue the discussion here on your thread to avoid redundancy and confusion.
Regards,
