Aussie Broadband Fail and Warning. Oh Optus are Idiots too. Oh so are TPG. Telstra sucked but at least it worked.

Deliver My Food on 02/05/2018 - 09:54
Last edited 02/05/2018 - 10:23 by 1 other user

Here is a must read on Aussie Broadband.
I signed up 6 weeks ago and bought one of their premium modems (Transfed from Optus NBN Shite)

I was confirmed I have moved services 6 weeks ago and have 2 bills from them.

Optus send me a letter that I can claim $170 and let out of contract because they are useless Mofo's and cant give the speeds im paying for.

I called optus today (Month after the letter) to action it and find out my broadband is still with optus (I am on Aussie Broadband Modem)

I ask optus to cancel and issue my $170 credit (Assuming it is just billing mistake (yet again). Cant place the credit on current billing but will add it to the next months billing "WTF"

My internet instantly turned off and im like WTF.
Called Aussie BB and they say optus ported it back (Who, What, When, Where and why) (Still on Aussie BB modem)

Aussie BB. Bla Bla Bla, we will look into it and could take days. They said I will have to take up the billing issue with Optus.

I said, how can you invoice me and I pay without a refund if im not even connected to you. Said I have to call back and discuss when fixed.

Looks like I have to do yet another Youtube review of a useless ISP. WTF. Does it ever end. I just want internet!!!

Can, Would Optus let a service be ordered out and then manually bring it back to them (Without telling anyone) Or is Aussie BB just telling porkies.

Its really hard to write this without f!@%&$#@ing swearing my F$@^#!ing head off. Useless F#%&@!ing C@&$%ts.

Seperate to above. While back I was fed up with optus and signed up with TPG, after a week with no modem show up I called and they said "Opps, forgot to send". 2 weeks later no modem arrived so I called up and complained and got "Opps forgot to send" AGAIN. Gave up after that and back to optus.

FYI. This is what a 50 mb connection looked like last night

WTF is this Shite??? 1115am 1/5/18
http://speed.aussiebroadband.com.au/

Last Result:
Download Speed: 2251 kbps (281 KB/sec transfer rate)
Upload Speed: 3520 kbps (440 KB/sec transfer rate)
Latency: 37 ms

I wont talk about my endless drop outs on this post since I dont know who im connected too.

Internet

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Comments

  • [Deactivated] on 02/05/2018 - 09:56
    +1

    Yes

  • Halo375 on 02/05/2018 - 10:06
    +8

    Do you feel better now?

  • dcep on 02/05/2018 - 10:27
    +1

    Yes, i can simply port you out to anyone anytime as well , just need your address, that's all

    bottomline, optus port you back as your didn't action their last offer letter hence you were still under contract back then

    • Deliver My Food on 02/05/2018 - 10:55

      I wasn't under a contract with Optus.
      Also if porting out on contract, there is a penality NOT auto port back. You are not correct

      • dcep on 02/05/2018 - 10:56
        +1

        "Optus send me a letter that I can claim $170 and let out of contract"

  • Switchblade88 on 02/05/2018 - 10:35
    +10

    So, you're the one who screwed up here, reading between the lines.

    1. Aussie is responsible for porting according to the dates etc they provide. If that doesn't happen, they need to fix it. It sounds like the original port was successful though.

    2. If you're still connected with Optus, you DON'T ring to action a contract cancellation & credit refund. You were ASKING for level 1 support to screw you over here, and that's what happened.

    3. If Optus did in fact port your service back at any point, without your authorisation, you would have had grounds for a TIO claim & refunds. At this point you would have at least had internet, working through your Aussie modem.

    4. You then went and muddied the waters and signed up with TPG whilst in the midst of this? How on earth would any party even know where you are currently connected as to getting the porting properly sorted??

    5. If you 'gave up and went back to Optus' then you're confirming to then that you are happy to continue paying Optus for NBN. That probably also means your reported speeds above are through Optus. Don't blame Aussie.

    6. Did you check you had actually been billed for usage in the past 6 weeks from Aussie? Does you invoice show a data breakdown?

    7. The 'losing' NBN provider has no say in the porting process. If Optus stole your service back at some point, they are at fault, Aussie couldn't help at all - you should have lodged a TIO complaint at that point against Optus.

    At the very least you could have tried a re-port back to Aussie as soon as your service stopped. That might have been the quickest method back to internet. You could still ring Aussie to ask them to re-port your service again back to your existing account once you explain that Optus stole your service.

    • Deliver My Food on 02/05/2018 - 11:06

      TPG is way back. Not relevant to current issue. Just added it as I put in the title. (Separate Grunt)

      I wasn't under a contract with Optus at all. That was over ages ago.
      However if porting out on contract, there is a penalty costs NOT auto port back. You are not correct.

      Aussie auto debit and paid in full. Wouldnt even know who I was connected to over the time. They Aussie couldnt even tell me, but as I am way under their advertised speeds, I assume I never left OPTUS.

      If I signed up with Aussie, and they confirmed I was connected to them and to change my modem, and I plugged in and I was connected. How the F am I to know if was undone. Surely a modem is controlled by the connecting service provider. Also wouldnt aussie know if a service was gone and they were still billing it.

      They took my money and ran. What other explaination is there.

      Optus is incompetent and their entire admin team doesn't know who is who. They are expect to be useless and everyone know that. Aussie BB is under one roof and coming from expected business grade team and infrastructure. Surely they are a head above normal money grubbing ISP's or does the same brush fit all.

      I dont understand how I would even port back. (If I even left in the 1st place) Glitch or

      • dazweeja on 02/05/2018 - 12:11
        +3

        The other explanation is that Aussie are telling the truth and Optus ported you back in error.

      • ESEMCE on 02/05/2018 - 12:15
        +8

        1) it's completely irrelevant who sent you the modem.. Just about any NBN compactible modem will work with any NBN ISP. (there are very few exceptions here)
        I have a Telstra modem, but I'm not and have never been a Telstra internet customer. It was just a cheap NBN compatible modem I picked up for $25 on Gumtree.

        2)Never attribute to malice that which is adequately explained by stupidity

        ABB have given you a perfectly reasonable explanation of why you are again connected with Optus. But for some reason you're choosing to view that as a lie.
        It's gotta be either that, or they never ported you across, but then it's unlikely they would have billed you..
        Far more likely that you were indeed ported back to Optus after being ported to ABB.

        3) ABB have told you that you're connected with Optus… If they haven't told you directly, it's implied in their "you have been ported back to Optus" statement.
        As you are currently not ABB's customer, the only way they can help you is to process another port back to them.

        4) All current and historic issues need to be handled by Optus, whether via the TIO or directly with Optus. Note that TIO wont care until you try to deal with Optus first.

  • [Deactivated] on 02/05/2018 - 10:37

    If you want anything done with Optus then go to the TIO. Make sure in your email to the TIO you tell Optus you don't want to deal with Victoria Roberts.

    • Deliver My Food on 02/05/2018 - 11:10

      Couldnt be stuffed. Its a pointless exercise. I dont want to go through the other 100 issues with them. I just want out and stable. But here we go again.

      • Quantumcat on 02/05/2018 - 11:24
        +7

        If it is pointless to do anything about it then stop complaining. As my mother told me, you're not allowed to complain if you're not willing to do anything to fix it.

        • Blitzfx on 02/05/2018 - 11:52

          ISIS murders half my neighbour's family
          Guess they should stop complaining and start throwing rocks at people wielding AK-47s

          Sometimes it takes multiple individuals complaining to start a change, like the beginning of the #metoo movement and the fall of Weinstein scumbag.

      • terrys on 03/05/2018 - 07:55

        "Its a pointless exercise."

        No, this is the pointless exercise. The TIO can sort out what happened - which you will probably find is that the stuff-up is on the part of Optus, with ABB having no say or control over their taking back your line. In the same way that you will be billed for you mobile plan whterh or not you are withing range and getting a signal. ABB may have charged you the fees for the contract you freely entered into. It looks like OPtus have as well.
        Given the speed you report, it definitely looks like Optus - * just as ABB told you*.

        The body charged with, and eminently capable of sorting through the bullshit and miscommunication, and actually cracking a very real whip and getting not only the line sorted, but your refund and possible compensation is the TIO.
        They are on your side, and free.

  • Bigburper on 02/05/2018 - 12:06
    +2

    Optus customer service is a joke

  • dazweeja on 02/05/2018 - 12:09

    I suggest you find out from Optus whether they actually asked Aussie to port it back before you start apportioning blame. Because it looks like Optus requested to port your service back from Aussie Broadband and they complied. That is what they should do. You then didn't cancel your service with Aussie. Clearly you didn't know you were reconnected with Optus, but Aussie had no idea that you didn't know as they would assume that Optus was acting on your behalf. Aussie told you to sort it out with Optus first and then they'd look into it. Sounds reasonable to me. Have you done this?

  • Baysew on 02/05/2018 - 12:20
    +4

    Perhaps Diji1, OzBargain's Internet Ombudsman, will review your case.

  • nosrad on 02/05/2018 - 21:21

    Optus customer service is the biggest joke ever. I applied to port my number to Optus once, and the porting didn't happen in three days time. Called up 8 times, and 8 representatives gave me 8 different reasons for the delay. There is a solution for all 8 reasons — WAIT! What a joke.

  • alxr0101 on 03/05/2018 - 07:32

    Let's define just who your service is so we can better understand your convoluted story.

    Go to speedtest.net and note the service provide.

    Also can try iplocation.net.

    Aussie have always been efficient in dealing with issues.

    edit….but they will not sort out yoyr billing issues with Optus or your service with Optus.

    are you fttn or hfc? presumably as you were refunded for speed issues then it would not be fibre.

  • farknos on 03/05/2018 - 08:04
    +5

    thanks, top read for the morning, really helped with my first weight loss for the day.
    have you considered mary jane?

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