Internet Outage since 14/2/2024 Due to Melbourne Storms

pyro love bird on 20/02/2024 - 18:04
Last edited 20/02/2024 - 20:45 by 2 other users

Hi all, after the storm last week, my Aussie Broadband internet has been down, with what seems like an ever moving ETA and minimal updates.

Anyone else in the same boat?

Wanted to seek compensation but their website doesn't seem to say much in the way of how it works, just that it generally is reviewed after the outage is resolved and only of the unplanned outage is 48 hours or more.

Has anyone had any experience seeking compensation due to an internet outage? How does it work? Can anything be done about not being able to work due tot he outage?

Located in the western suburbs in Victoria.

Thanks all.

Internet

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Comments

  • jv on 20/02/2024 - 18:19
    +2

    seem to say much in the way of how it works

    probably a pro-rata credit for the days you got no service…

    eg. $90 plan ≈ $3 per day…

    How does it work?

    https://accan.org.au/consumer-information/small-business-por….

    Can anything be done about not being able to work due tot he outage?

    Use hotspot.

    • pyro love bird on 22/02/2024 - 06:51

      Thanks JV, compensation looks to be pretty abysmal then :(

      Hot spot too unstable and connection kept dropping out unfortunately.

  • deme on 20/02/2024 - 18:31
    +2

    It'll probably be declared some exempt event.
    However, you should ask them to provide you some mobile hotspot or something so you can get working.

    Not being able to work

    Hang on how are you posting this now?

    • pyro love bird on 22/02/2024 - 06:54

      Asked them for help and they kept saying an update will be provided omce available. Internet is finally back now though.

      Was posting on mobile, hotspotting was very unstable and kept dropping out. Internet on my phone was very slow but would eventually load. Couldnt watch videos, but text seemed to be okay.

  • Jimothy Wongingtons on 20/02/2024 - 18:55

    Can anything be done about not being able to work due tot he outage?

    When I had a 4 day outage with telstra they said nothing can be done. Some other people in my suburb with Optus got supplied hotspot dongles by Optus.

  • AndyC1 on 20/02/2024 - 18:58
    +5

    What did ABB support say when you called last week?

    • pyro love bird on 22/02/2024 - 06:57

      Originally they said it was due to the power outage and that the issue would be resolved once they reset it. Then it was just days of waiting, following up and updates were just they would provide one once available.

  • FoxJump on 20/02/2024 - 19:09

    and this is why my router has mobile tethering fallback. should be a standard feature

    • Bato on 21/02/2024 - 10:00

      ABB have rolled out the NL19s with 4g sim backup. Been a long time coming.

  • solidussnake on 20/02/2024 - 19:45
    +2

    Isn't this an NBN CO issue, ABB is just the provider. Unless you got a business plan that has guaranteed uptime ?? residential doesn't have those types of allowances hence it's alot cheaper

    • pyro love bird on 22/02/2024 - 07:00

      They eventually had some technicians sent out for a few days which i think was nbn co.

      I didnt know that the guaranteed service was only to business customers, thanks.

  • Typical16-bitEnjoyer on 20/02/2024 - 20:23
    -1

    What did ABB say when you contacted them?
    What did NBN say when ABB presumably told you to contact them?

    • pyro love bird on 22/02/2024 - 07:01

      ABB never told me to contact nbn co. Just that they would give updates once available. They had originally advised that it was due to extreme weather and would restart the power which should fix it. A few days of silence then that updates would be provided omce available. Eventually technicians went to check the site and its finally back

  • serpserpserp on 20/02/2024 - 20:44

    Power cycle your modem/router.

  • Store Rep[Deactivated] @ CPK Web Services on 20/02/2024 - 20:48

    Is this a business or residential connection,? the business NBN connections come with Service Level Agreements where as the residential services are best effort.

    • pyro love bird on 22/02/2024 - 07:02

      Residential, didn't realise that residential didnt guarantee service.

      • Store Rep[Deactivated] @ CPK Web Services on 23/02/2024 - 12:43

        I should mention actually that Telstra is the only residential provider that offers compensation for residential services due to the CSG, Customer service Guarantee which existed before the NBN was created. Its an old policy from when they were government owned.
        No other provider is signed up to the CSG only Telstra.
        With Telstra its still a legal requirement.
        For any other provider to get compensation you would need a business plan.
        Also you don't contact NBN, you contact your provider, NBN is only the wholesale provider the only ones who can contact them are the providers.
        If you contact NBN they will fob you off to the provider.
        Given the outage was due to storm damage and its not a business connection it will be best effort.
        NBN look after business connections first due to the SLA's.

  • iguana on 20/02/2024 - 21:20
    +1

    You have zero recourse for compensation. You are not entitled to a 4G/5G replacement service from ABB.

    If you want a backup for when the NBN is down, then select an RSP with 4G backup. Here is a list:
    https://www.whistleout.com.au/Broadband/Guides/NBN-providers…

    • pyro love bird on 22/02/2024 - 07:02

      Thanks, will look into this

    • Store Rep[Deactivated] @ CPK Web Services on 23/02/2024 - 12:47

      That isn't correct ABB do offer both SLA's and 4G backup on their business plans so if you really need connectivity that is the way to go. But yes you are correct on the residential stuff you get nothing as its best effort.

  • Shadowsfury on 20/02/2024 - 21:49
    +1

    My internet was out since the storm too, only return lunchtime yesterday (near chaddy). Power was also out for 2.5 days.
    Am with Superloop

    Wouldn't expect any compensation - its a natural disaster that caused it not negligence from either Superloop nor NBN

    NBN website had a bit of update that confirmed it continued to be a power issue - any time I jumped on live chat with Superloop they could share a little more but reiterated it was NBN problem to fix (or at least organise fix with the power company).

    I have a friend who works at NBN who checked internally as well and confirmed it wasn't an issue on their infrastructure end but indeed power related.

    • pyro love bird on 22/02/2024 - 07:06

      Yeah mine only just came back also.

      Just seemed that updates were few and far between, a lot of we dont know anything, seemed to have been dragged out. ABB also said that technicans would be sent out, presumably nbn co technicians if theres an issue.

      Just sucks that I'm in an area where even telstra is spotty at best. Forget about getting vodafone or optus working.

      • Shadowsfury on 22/02/2024 - 09:48

        I've got multiple phones/sims going and Telstra (my main number/sim) was the worst while there was no internet - ended up hotspotting off my extra phone using vodafone as it was much faster and stable.

        Telstra normally OK so I assume network was either getting hammered or the nearest tower had some kind of damage.

      • Store Rep[Deactivated] @ CPK Web Services on 23/02/2024 - 12:51

        If you are willing to pay for it the mobile reception can be fixed it costs anywhere from a few hundred dollars for an external antenna to a few thousand for a pro install.
        Telstra sell equipment you can install on your roof.

  • Bato on 21/02/2024 - 10:08

    You will have to create a fault or call so they can mark the fault down for compensation first.

    Relevant team asseses for compensation when the fault is resolved.

    • pyro love bird on 22/02/2024 - 07:09

      Thanks Bato, fault was created the same day as it went down. Hopefully theyll get back to me about it.

      Most recent update says that per legislation if the outage was reaplved between 2-10 days there mightn't be any compensation. Cant seem to find anything online that refers to that though. Their website only says that compensation is onyl eligible for faults more tban 48 hours.

      • Bato on 22/02/2024 - 20:59

        Rest assured if NBN are at fault and it lasts more than two days you definitely will get compensated. Just make sure you get them to mark the fault for comp otherwise it will get closed off and forgotten once revolved.

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