Telstra to refund NBN customers who were ‘oversold’ on the NBN speeds

Group Executive of Telstra Retail, Kevin Russell announced today that they would be reviewing what speeds they offer each customer, as “Speeds into homes can vary due to the underlying nbn network technology, however, the precise impact cannot be determined until after connection.”

In other words, due to the limitations of FTTN technology providing inconsistent performance and results below expectations.

Speeds into homes can vary due to the underlying nbn network technology, however, the precise impact cannot be determined until after connection.  Therefore, in the first month after a customer takes up a speed boost we will also review their speeds and proactively contact them if we believe that they are not receiving the speeds they signed up for. Consistent with our commitment to our customers’ experience, we will then move them to the speed tier their nbn service supports and reimburse any speed boost charges they have incurred. This will help ensure that our customers get the best value from their package and the right speed tier at their address.

Steve Ulrich

Gleneagles Estate NBN Committee