NBN has admitted that it does not tell customers who are being left behind in NBN’s “too hard basket” that their premises has technical obstacles that prevent their connection to the network.
Shadow Minister for Regional Services, Stephen Jones MP says that for some time he has been aware of customers being left behind and often without a clue as to the reason.
These customers are getting bounced between their Retail Service Provider and NBN often turn to MPs and Senators in despair and frustration.
They are desperate to understand why their neighbours have been connected to the NBN but they haven’t.
In Senate Estimates last night, NBN CEO Mr Bill Morrow said that NBN doesn’t tell customers about this but relies on customers using their website’s address checker.
As a result, nobody is taking responsibility for being honest with these customers and telling them that they are in a different situation that requires detailed work.
These customers, known to NBN as “Service Class 0” are growing in number and this month there are around 200,000 premises left behind.
As the rollout speeds up, this number will only escalate.
NBN has admitted that around 20% of these customers will wait more than a year to get connected – and often they can be the only premises in their street without a service.
This is an issue that as the network builder, NBN has unique oversight and control over, but it takes no responsibility for informing customers of their situation.
While NBN spends thousands on spin doctors, it can’t be bothered to write to these customers.
This is one of the many areas where customers are getting caught in the black hole between NBN and RSPs.
Only the Communications Minister can fix this impasse – but will he? Customers are waiting. Stephen Jones MP Shadow Minister For Regional Communications Shadow Minister For Regional Services, Territories And Local Government Member For Whitlam