New FTTC NCD

[lauren22071989]

Hi,

Our FTTC NBN connection device (NCD) hasn’t worked since the 24/04/21 (3 weeks now)

We have had 3 NBN technician appointments scheduled so far and no technician has bothered to show up for any of these appointments.

Our NCD has been replaced once before by an NBN technician that came out on the 09/11/2020. All they did was unplug the old NCD and replaced it with a new one from their van.

Instead of continuing to re-schedule appointments for NBN to come out to our house and not have them show up, can you please request that NBN just mail us out a new NCD? We can then just mail back the old NCD.

This is getting ridiculous and we cannot keep taking time off work to be here for a technician when they continuously don’t show up.

Please advise.

[BasilDV]

Hi @lauren22071989

Thanks for raising this to our attention and we apologise for the inconvenience.

We were able to locate your account using your community details and understand that your assigned Engineer advised you about the new NBN technician visit.

The missed Technician visit was raised to the NBN Management and make sure that this new schedule will be attended.

Further updates will be given by your assigned Engineer as soon as it becomes available.

BasilDV

[lauren22071989]

Hi,

Service now working...we are still seeking compensation for the 3 weeks we were without service though...please advise how & when compensation will be processed?

[BasilDV]

Hi @lauren22071989

We're glad that the service is now working.

The billing adjustment has been requested by your assigned Engineer and will be applied to the next billing cycle.

Let us know if you need further assistance.

BasilDV