Progress and Problems – FAQ FTTN Ordering

An important part of building our case with NBN to give us the opportunity to order Fibre To The Premises (FTTP) builds through their Technology Choice Program is that each premises must be connected to the NBN first.  Submitting NBN Fibre To The Node (FTTN) orders through your RSP/ISP and transitioning to NBN plans is the means to get connected to the NBN.

Progress

Approximately half of those registered with the project have placed orders for FTTN with their RSP’s, which is a fantastic response.

Help me!

I have been happy to assist people with queries so far if I am able to help, and will continue to do so.  Ultimately, if you are not receiving the service that you expect, use the complaints process for your RSP as this will ensure you will get a response.  There are escalation methods you can follow if you are not satisfied with their response, such as the Telecommunications Industry Ombudsman.

The overwhelming majority of residents are telling of positive stories about their NBN FTTN being connected.

Some useful questions and answers:

Deciding on an RSP?

Try the Canstarblue RSP/ISP survey for independant ratings.

Do I need to be home to transition to NBN with FTTN?

No.

I have a modem, what now?

You can hook it up and use it prior to going to the NBN as per RSP instructions (usually the ‘PSTN socket’ on the modem refers to your normal voice line that you currently use. If you move to a VOIP service with the NBN then plug the phone into the VOIP socket on the modem after the pairs have been switched over).

What happens when they switch the pairs over to NBN?

You phone line goes dead, when it comes back alive (usually within 15 minutes), switch your modem on and off and you should connect to the NBN.

RSP says “NBN Not Available”

• This is something that some residents are having problems with. Check your address with the NBN checker on the NBN website.
• If it does not say that the NBN is available, then it appears that NBN have some work to do to update their database. When I have made enquiries with NBN, they report ‘by October definitely’ (which is when all of Kambah exchange is planned to be switched over I believe).
• If it does say that NBN is available, then the issue is with the database at your RSP, and let them know that the NBN portal is telling you otherwise.

Missed appointments

Sometimes the appointment doesn’t happen for some reason. My appointment, for example, got cancelled twice by NBN (even though NBN contacted me to make the appointment after I had booked NBN  with my RSP). My RSP neglected to tell me this and I had to make another one, and in a couple of days I have to contact my RSP to get a NBN acknowledgement reference that they got the job.  Something to watch out for.

Yes, my speeds are better!

Please email me your speeds at nbn@gleneaglesestate.net if you could, so we can collect more metrics for the project.

Keep in mind your internet is not just about speeds

• These speeds will vary due to the nature of the copper;
• As more people go on, the more contention there is for the copper network/node whcih will impact these speeds;
• Every time work is done on the copper (such as switching people over at the pillar to NBN) there is a risk of your service being impacted and this will impact speeds and quality of your connection; and
• Your modem will connect and disconnect as it tries to adapt to the varying conditions of the copper, over time. This will impact your internet experience, and will happen more frequently over time due to these factors above.

Thanks & Cheers

Steve Ulrich
Gleneagles Estate NBN Project