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Lodgement of Formal Complaint - Request to change nbn plan

Level 2

I have requested to change my nbn plan for over a week now, but the service still has not been activated. I was informed the expected time frame is 1 to 2 days. A simple change of plan should not take more than a day as it not a NEW installation but upgrading to an exsisting and capable infrastructure. I want a valid reasoning other than being asked to hold for nearly an hour each time with no resolution and being told: "your account is being "monitored"; and it will take 1 to 2 days." I need the service urgently for work and this process is taking too long.


Hi @rupahuque,


We're sorry to learn that the process of changing your plan wasn't a smooth one. We'd like to see what happened in this instance and get to the bottom of the issue.


Kindly provide your Customer ID or username via private message in order for us to assist you accordingly and resolve the matter at hand.