nbn Limbo: No Service for at Least a Week, What to Do?

Jackson on 23/04/2020 - 21:46
Last edited 05/05/2020 - 14:00 by 1 other user

So I setup NBN for my mum, who's over 80 and has numerous conditions. Also doesn't know how to use a mobile phone unfortunately. Moved from one provider to another. Tech came out today and couldn't connect it, and left without restoring service.

Upshot is that my mum now doesn't even have a phone at all. Old ISP says it's out of their hands, and new ISP says it's going to take at least a week to sort out. I know for most people this isn't as much of an issue, you can use 4g etc. but for the non-tech savvy, how can we have a system that allows the elderly to be without service for unspecified amounts of time?

Internet Broadband nbn

Comments

  • PSPeter on 23/04/2020 - 22:02
    +1

    Well the best method is as you mentioned, 4G. It can be up and running almost as soon as the device arrives. For example Optus provides 4G plans with WiFi modem. If you're looking for short term solutions there's also Prepaid 4G WiFi modems which you could leave plugged into a USB charger in the wall. Low fuss setup.

    • Jackson on 23/04/2020 - 22:22
      +1

      The internet isn't so much the issue as the phone, the problem is she can't use a mobile. Neither a touch screen nor a new 3310. I was under the impression that for people that have medical conditions there was some service levels that would be maintained in situations such as this but maybe not.

  • giu on 23/04/2020 - 22:21
    +1

    I waited 2 months - good luck.
    4G is the way to go.

    • Jackson on 23/04/2020 - 23:12
      +1

      Eek, that sucks hard

  • KLF23 on 23/04/2020 - 22:39
    +2

    Can you use something like this?

    https://www.seniorsphone.com.au/product/fixed-wireless-4g-de…

    • Jackson on 23/04/2020 - 23:11
      +1

      Funnily enough, I just went on eBay and bought the identical phone from China for 40 bucks. It will be useful when it gets here but will probably be a while.

      I am thinking that tpg must have already provisioned a VoIP number,but they haven't sent me anything at all confirming the credentials for it. If I can work out what these are, then I could potentially setup a 4g wifi router and connect the NBN router to it and use what used to be the fixed line number via VoIP. Probably going to be a huge PITA but don't see how else I can resolve the problem.

      • PSPeter on 23/04/2020 - 23:32
        +1

        When you say NBN router do you mean the NBN connection box, because doing it this way may not work. What you can do is use a 4G Wifi Router with a LAN port, connect a VoIP ATA adapter to bridge the old landline phone your grandma uses to VoIP. TPG may not give you the SIP settings needed to configure the ATA adapter, so good luck with that.

        Maybe try AussieBroadband ago they have a seniors NBN plan. I use ABB and can vouch for their customer service. They even provide you with SIP settings.

        • Jackson on 24/04/2020 - 00:36

          Yes I meant a 4g router, and yes just reading that they won't let me do that. Ridiculous, I don't see what tog has to gain from nit providing the credentials

        • bazingaa on 24/04/2020 - 03:04

          Wow, cheers to AussieBroadband, they have even provided the dial plans :D

      • ssquid on 24/04/2020 - 00:24

        TPG won't give you the VoIP details. They get uploaded to the provided modem automatically when it connects and are hidden in the modem's UI. Hence it's not possible to use the bundled VoIP service with any third-party hardware (unless you get creative and find a way to extract them from the modem…).

        • Jackson on 24/04/2020 - 00:39

          Do you know of how to extract these? I don't plan to have to run a switch and two routers just because tpg are idiots

  • dcuksuop on 23/04/2020 - 23:57
    +1

    The Telstra smart modem connects via 4G if NBN connection drops. A regular phone plugs into this and should work when NBN connection is down.

    • MITM on 24/04/2020 - 09:47

      This above.

      I was in your position a while back. Fortunately a friend had received an extra Telstra smart modem - try and get one from somewhere and just plug it into your landline socket.
      Outright I think they cost around $200 from a Telstra shop.

      It will divert to the 4g service when it realises there is no NBN signal and you can then plug in your computer or connect your wifi to it. I would imagine you could plug in a VOIP phone but I've never used a landline phone for years - but if you've requested to keep the same phone number, you'd think it would still be "assigned" to the landline and be dial-able/ring-able.

      It doesn't bill any account for the data use - it just works for free.
      Apparently after a few weeks it decides the NBN should be fixed and reports to Telstra.

      Vodaphone have a similar modem but cannot vouch.

      • Jackson on 24/04/2020 - 10:25

        I think I have a Gen 1 Telstra smart modem, I left it there as it was one of the ones I was considering using. Looked online and couldn't work out where the 4g SIM goes. The other issue I believe I will have is that the number may have already been ported to TPG and therefore it's no longer with Exetel/Optus, and so it won't work. Still if she can make calls that's a bonus.

        Having said that it could also be a non-4g one like a gateway max 2, won't know until I go back.

  • bazingaa on 24/04/2020 - 03:01

    Some 4G routers has RJ11 port to connect a normal (POTS/PSTN) phone
    So it will work with 3G for calls or with VoIP account (as most routers don't support VoLTE)

  • Jackson on 24/04/2020 - 11:07

    Made a complaint to the TIO, was advised that if you signed a contract with TPG then the complaint is against them, and that it will be marked urgent which means that they have until the 28th to get this resolved or the TIO needs to be called and advised.

  • Razoot on 01/05/2020 - 10:34

    When your NBN service isn’t working:
    If post-migration tests show your NBN service isn’t working the telco has 3 days to fix the problem. If they still can’t fix the problem, they must provide you with access to a working service or some form of compensation.

    If you have agreed to an alternate service, like a mobile broadband, your telcos must supply it within:
    3 days if you are in a city
    4 days if you are in a major rural area
    5 days if you are in a rural area

    Telcos cannot:
    charge you more than the lowest speed plan they offer
    charge you for a service that isn’t working

  • Razoot on 01/05/2020 - 10:36

    If you private message me your address I can check the status and maybe give you some insights into the status of NBN at your address. You could also use www.nbncheck.com.au to check it yourself. Hope this helps.

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