Which ISP for nbn FTTP Upgrade? Tangerine Telecom Horror Story

teacherer on 02/05/2023 - 19:29
Last edited 04/05/2023 - 11:09 by 1 other user

Hi all.

I'd really appreciate people's opinions on which ISP you all thought would be best to have do my FTTC-FTTP upgrade?

A good line of communication is paramount as there is obviously problems, but I don't know whether to go with Aussie BB with fast local phone teams, or Telstra, as a big ISP and infrastructure owner.

Before anyone says that they will all be the same, they definitely aren't as my 10 week process with Tangerine Telecom has shown.

  • 11 calls with Tangerine technical support
  • 10 Phone calls with 'More', Tangerines parent? company
  • 11 phone calls with NBN Co upgrade team
  • 4 Planned remediation dates and 8 weeks with no info

TLDR- Countless PRDs with no communication from Tangerine or NBN Co, but Tangerine seems to be either totally ignorant or purposefully difficult.

If you'd like a simplified version:

  • Ordered the upgrade through tangerine 01/03/23
  • NBN came out to do utility box 11/03/23
  • FTTC was shut off entirely shortly after. Called to have it turned back on and they were flabbergasted that I wanted an internet connection for the 3.5 weeks before final install.
  • Final install day came and I got an email that there was a planned remediation date (PRD) of 04/04/23
  • I waited until 04/04/23 and PRD got moved to 22/04/23
  • I called on 22/04/23 and they had no idea.
  • FTTC was shut off again and could not be turned back on (they said it was active on their end).
  • I called NBN to ask for advice. They told me to ask them for chat logs, service request dates, and an RSPRAR (where NBN assigns someone to your special case). Tangerine did none of this, even admitting they didn't know what an RSPRAR was.
  • Made a complaint to Tangerine and got shifted to 'More Telecom'.
  • NBN admits no PRD has been acknowledged yet by NBN.
  • 3 NBN techs came out to fix the FTTC over 3 weeks and refused to do works as there was an upgrade in place. Techs said there was no reason install wasn't done entirely on the original day. They say there is no connection point in my pit, but it just has to be connected to another through existing conduit.
    • 25/04/23 Tangerine finally say they submitted RSPRAR.
  • New PRD of 02/02/23.
  • I lodged a complaint with TIO about NBN Co and Tangerine. TIO only acknowledges the Tangerine portion.
  • PRD not completed by 02/02/2023 and new PRD on the way.
  • I called to cancel upgrade and my service with Tangerine as I've had no internet for 3 weeks. Retentions team tell me RSPRAR was never submitted and that a new complaint manager will help. Retentions team tell me NBN was the one who cancelled my FTTC.
  • New Tangerine complaint manager tells me RSPRARs don't exist, noone in their whole team has heard of them, and if they do exist, it is my responsibility. I read them the email that NBN sent word for word to them, "Your phone/internet provider will be able to lodge an RSPRAR incident with nbn on your behalf and this will be investigated by a specialised team at nbn. Please contact your phone/internet provider for any updates relating to the status of this issue" saying that they must open one for me. They gave me another 48 hour timeline. I had them cancel entirely. Bolded for @PeppaCat

I know the whole process will restart but I believe my situation requires an ISP with good knowledge and communuication.

Poll Options

  • 3
    Telstra
  • 35
    Aussie Broadband
  • 7
    Other (see comment)
Internet Broadband FTTC FTTP nbn

Comments

  • Wiadro on 02/05/2023 - 19:33
    +3

    Superloop is my favourite internet service provider.
    I have also tried ABB and Leaptel in the past. Both were OKAY.

    Unfortunately, I had a negative experience with More Telecom as I was unable to connect to the internet for three consecutive days.

    • davesgnl05 on 02/05/2023 - 20:40

      Jumping on this comment to share my experience. Had Superloop at two properties. Both times were seamless experiences with friendly staff based in Australia. Have recommended them to friends for referral bonuses and they've all had positive experiences as well.

    • Xenocaust on 04/05/2023 - 16:45

      I was with Superloop

      There was a lightning strike at the end of March which fried my FTTC NCD.

      I called them first thing next day, which was 6 am in Perth.

      They said they'd lodge a fault with NBN to get the NCD replaced.

      It took me 3 working days to find out by directly contacting NBN through Twitter that no ticket had been lodged.

      This was then immediately before Easter, and all up it took 12 days to get my service restored.

      At no point did I get the impression I was dealing with Australian based staff.

      It took them several weeks to give a response to my formal complaint.

      Previous interactions with Superloop had been good - I certainly could not recommend them now.

      I've churned to Exetel in order to get the FTTP upgrade, but I do not expect good service given it is essentially the same company.

  • [Deactivated] on 02/05/2023 - 19:42
    +1

    If you'd like a simplified version:

    We're waiting …

  • DemocracyManifest on 02/05/2023 - 19:45
    +2

    Launtel are known about their customer service

  • Twix on 02/05/2023 - 19:46
    +2

    FTTC shouldn't have been switched off until after FTTP is setup.

    Telstra give you the run around and take too long with activation. Aussie BB said they have submitted the most FTTP upgrades and don't charge $200 upfront. Launtel have a good network and local support but charge $200 upfront. Leaptel is another ISP with local support.

    • teacherer on 02/05/2023 - 19:49
      +1

      Exactly the info I was chasing, thanks.
      I didn't even know telstra charged a fee

      • Twix on 02/05/2023 - 19:54

        Telstra don't charge you. Telstra can take 3-4 days to activate the FTTP while you have the NTD sitting idle. The other ISPs can do it within 30 minutes.

  • JimmyF on 02/05/2023 - 19:54
    +3

    Honestly sounds like a standard NBN 'install'…….Full of issues and ends up in a big mess.

  • BLAIL on 02/05/2023 - 19:54
    +1

    I went with Leaptel for NBN FTTC to FTTP mainly because their promo is currently 500/50 for $109 [12 Months] - currently getting 541/47. Speeds have been consistent so far, worse it's been is around the 410-420 mark.

    • Wiadro on 02/05/2023 - 20:07
      +1

      for an extra $5 you can get 1000/50 with Superloop.

  • deme on 02/05/2023 - 19:56
    +5

    The author is seeking opinions on which internet service provider (ISP) is best for upgrading their connection from FTTC to FTTP. They had a bad experience with Tangerine Telecom, with numerous planned remediation dates (PRDs) and poor communication from both Tangerine and NBN Co. The author lodged a complaint with TIO about Tangerine and NBN Co, and ultimately cancelled their upgrade with Tangerine due to the lack of progress. The author is looking for an ISP with good knowledge and communication skills to restart the upgrade process.

    https://www.aussiebroadband.com.au/ has been good

    • teacherer on 02/05/2023 - 20:03

      Excellent TLDR
      Appreciated

  • Hardlyworkin on 02/05/2023 - 20:06
    +2

    IDK

  • Typical16-bitEnjoyer on 02/05/2023 - 21:14
    +3

    AussieBB
    If something goes wrong regardless, shake your fist and curse Malcolm Turnbull's name.

    • teacherer on 02/05/2023 - 21:15

      That's a plan

  • Slinky0111 on 02/05/2023 - 23:12

    Leaptel have been nothing short of fantastic. Amazing tech support. Not even going to bother switching providors after the intro offer runs out.

  • Chaddy on 03/05/2023 - 12:24

    Personally it probably would of been easier to get a prepaid 4G Broadband connection for the 3 weeks while the upgrade takes place, probably not a bad idea anyway.
    Sounds like someone at Tangerine messed up and submitted a cancelation request at the same time as the upgrade. They will blame NBN Co and NBNCo will blame the ISP.
    So hotspot from your phone or grab a prepaid service for a few weeks while the upgrade is fixed up.
    NBN Co don't prioritize residential connections as highly as business ones so that is why they mess you around a bit with changing dates etc.
    It isn't like the old Telstra days when we had guarantees of service levels that the Government would hold Telstra accountable for. NBNCo can do what they like.
    Unless you buy a business connection with Enhanced Service Level Agreements but they are expensive and aimed at businesses.

  • Mr Bear on 04/05/2023 - 12:15

    Anyone know if i can use the same modem for FTTC on FTTP arrangement?

    • howcan on 04/05/2023 - 13:51
      +1

      Yes you can use the same router.

    • Russ on 05/05/2023 - 02:49
      +2

      if i can use the same modem

      Technically, the modem is the white FTTC box that belongs to NBN. That doesn't have an input for the FTTP fibre, so NBN will take the FTTC box away and replace it with one suitable for FTTP.

      If you mean the WiFi router that was supplied by your ISP, some ISPs lock them so they can't be used with another ISP. And some ISPs want them back, or some money from you, if you haven't been with them for the minimum contract duration. If neither of those things applies to your router, then it's almost certain you can keep using the same router on both FTTC and FTTP.

  • Markusaus on 04/05/2023 - 21:33

    I ordered my fttp upgrade from tangerine a week earlier than you and i am also still waiting for the installers to complete the job. Apparently mine will be activated next Tuesday, but I doubt it.

    • teacherer on 04/05/2023 - 21:36

      Interesting, thanks for sharing.
      Which isp are you with?
      Have you had prds?

      I was happy waiting until my connection was cut off entirely.

      • Markusaus on 04/05/2023 - 22:37

        I was with exetel and switched to tangerine as they offered fttp upgrade for effectively the same cost.

        We have had 5 site visits now and a few broken promises where they cancelled on the planned day of their visit. The fibre was finally mounted on the outside of the house last Friday. The nbn had to install new conduit from the pit on our curb to our house as the old one carrying the copper wires was damaged.
        I am told by tangerine that our activation will be next Tuesday (on a phone call) but i have not seen any email or sms from the nbn engineers whom will need to run the new line in the crawl space under the house. So I suspect it won’t proceed again

        I recently signed up to felix, as we were going through a couple of hundred gb of mobile data a month whilst waiting. Its cheap but a bit flaky at peak times

        • teacherer on 05/05/2023 - 08:19

          We had the fibre mounted on the house at the end of mid march.
          Our conduit from pit to house was fine, but the NBN tech that came out said that our pit had no connector and had to be connected to another pit.

          It's my understanding that, depending on the qualification of the tech that attends, that they won't enter crawl spaces or ceiling cavities.
          I had the conduit through the roof done seperately to make that process easier, it might be best if you do that same if you're in a rush.

          I'll suss out Felix, thanks. Is your old FTTC connection dead aswell?

          Good to know I'm not alone.

          • sk3iron on 06/05/2023 - 12:50

            @teacherer: Out of curiosity what did you pay for your conduit run separately? Any reason you opted for this?

            • teacherer on 07/05/2023 - 16:10
              +2

              @sk3iron: If I'm honest, I had nbn email me the regulations and did it all myself.

              I did it prior to the install because unless nbn technician are fully qualified electricians they won't get in the roof. And even then, they might say no. I also read some techs won't use the old copper as a draw string but that may be false.

              I wanted the data run to my network rack where my router, patch panel, switch and udmp are already located.

              I wanted it uncomplicated and painless. So much for that!

          • Markusaus on 07/05/2023 - 09:26

            @teacherer: Yes FTTC is gone, but partly my fault as I believed the chap who did my first site inspection as he told me that the job would be finished inside 2 weeks, so i gave notice to Exetel so i could avoid the 1 months notice period as they were increasing the price of my plan

    • Paul1e on 05/05/2023 - 12:19

      Same, I ordered last week (26th April). Wish I knew about Tangerine issues before switching. Switched from More, as CBA deal expiring. Speaking the retention team at More, they said there will be another promo coming out very soon but couldn't give me any guarantees. Was planning on switching anyway as I didn't like More service, compared to Superloop.

      NBN came out on Wednesday (3rd May) to do the install outside the house.
      Installers for insides the house is scheduled for Monday (8th May).
      Fingers crossed that they show up and upgrade my FTTC to FTTP without any hiccups.

      • teacherer on 06/05/2023 - 12:57

        Good luck mate.

        I've signed up with Aussie to get my fttc back. They said they couldn't see any reason it wouldn't go through.
        It didn't.
        3 business days for nbn troubleshooting

      • Paul1e on 08/05/2023 - 10:43

        Edit: Correction - Installers for insides the house is scheduled for Wednesday (24th May)

      • Paul1e on 24/05/2023 - 16:27

        Update: NBN technician came today. Installed and working. The technician needed a helping hand, holding the ladder, threading through the cable..
        Ran some speed test and got over 250.
        Happy days, now to set a calendar reminder to switch in 12months time.

  • PCHammond on 10/05/2023 - 09:25

    I ordered with Leaptel on the evening of Monday 8/5
    835am the next day, I had an sms saying that a NBN technician will be out between now and 12/5 to do the pre visit
    330pm that day, the technician was there to run the fibre between the kerb and my house, and installed the outdoor stuff.

    Indoor stuff is scheduled for 23/5

    Pretty fast organising with Leaptel!

    • teacherer on 10/05/2023 - 09:30

      That part was fast with Tangerine aswell, good luck

  • vodamerc on 11/05/2023 - 15:46
    -1

    Launtel hands down.

  • ja912son on 19/05/2023 - 17:02
    +1

    Gosh, without going through all the comments, OP's post does put me off to take up Tangerine's offer. Will wait for one from ABB then.

    • megadeth on 11/06/2023 - 17:02

      ABB is a bit expensive but they're good if you can afford to pay.

  • Lordeee on 20/05/2023 - 23:57

    Does anyone else had the issue of if you put your address in launtals and or Aussie broadband website, your address doesn't come up but your neighbours address works perfectly??? What the heck is going on?

    We had this issue where before fttc came in the area, this exact same thing was happening. Our neighbours could find fttn plans but it said my address doesn't have NBN (even though we have NBN)

    Have currently fftn (apparently can upgrade to fttc, don't have the white box as still on fttn).

  • USER DC on 21/05/2023 - 02:56

    So which ISP is getting one FTTP for cheapest ?? BTW ?

    not that I am switching back to NBN but just for future knowledge.

  • pizzip on 19/12/2023 - 13:22

    Did you get this resolved?

    • teacherer on 19/12/2023 - 13:27
      +1

      Leaptel sorted it out 👍

      • pizzip on 19/12/2023 - 13:30

        How quick? I just ordered with More but they gave me the "it's in remediation with NBN, we can't do anything about it" spiel, thinking to just cancel and go with Leaptel or ABB.

        • teacherer on 19/12/2023 - 15:02

          Leaptel took about 2 weeks. I was in remediation with tangerine/more for 3 months

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