Superloop: nbn Remediation Required. Move to New Provider?

the1doood on 08/09/2023 - 15:05
Last edited 08/09/2023 - 15:21 by 1 other user

Hi All,
I moved to new apt and signed up for Superloop from the deal in this forum and it said the apartment was ready for FTTP NBN and internet would be activated in 2 days. 3 days passed and got a text saying a technician need to come. I expected him to just show up and change the telephone socket. But he came drilled through the wall and put a new box. After 3 hours he left saying Telstra needs to connect something from their side. 2 days later got a text saying the order was placed into 'HELD status' and the remediation date is now a month later.

CS via Live chat said 'Order is on held at nbn side , they have identified that remediation is required. nbn co technicians have determined that internal cable needs to be installed. A team will install the internal cable through internal conduit from network terminal device(NTD) to premise connection device(PCD)'. And then didn't answer any more questions.

Would changing the provider now make it any faster?

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Superloop

• 

  Hybroid on 08/09/2023 - 15:07

  +12

  I'm pretty sure neither Superloop nor any other providers send their own technicians. It's all done by NBN technicans so won't make a difference.

  You may be able to get a stop gap solution in interim, maybe wireless 4G/5G.

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  Twix on 08/09/2023 - 15:20

  +3

  No, changing ISP doesn't speed up the nbn remediation date. Telstra have nothing to do with it. Ask Superloop daily if you can get the date moved forward. If not you have to wait it out.

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  smashman42 on 08/09/2023 - 15:45

  +2

  Does the apartment have the previous NBN hardware, like a phone line for FTTN/B/C or HFC cable?

  If yes, Superloop should have been able to get that up and running until the FTTP upgrade is done. This sounds like a FTTN/B/C premises that you got a switch to fiber option on sign up cause FTTP gear is in the street ready, yes?

  When mine was done also through Superloop (suburbia, so no apartments to complicate things) they (NBN techs, subcontractors actually but always to NBN, not your RSP/ISP) had to run a cable down the street from the FTTP splitter (under the node in my case IIRC) to the pit, and then put a lead in from the pit to the box on the outside of the house (I think that's called the PCD)

  In my case this duct was partially blocked so it could have stopped for remediation here, but luckily they sorted it.

  Next is the PCD to NTD link, the box outside the house to NBN's "router" on the wall so to speak.

  It seems that this ducting is the issue for your install (from what I gather from what you wrote), so nothing can speed that up without someone potentially ripping the wall/s apart in the worst case scenario.

  It is possible that in trying to clear the duct they damaged your current (presumably phone/VDSL) connection cable, leaving you with nothing and needing to use 5G/4G in the mean time. Super unlucky but shit happens unfortunately.

  Edit: if it was an old guy, I bet he's a subcontractor for NBN and is used to saying Telstra but he meant NBN

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  Typical16-bitEnjoyer on 08/09/2023 - 17:27

  +1

  Nope. Another situation where someone sits back and curses Malcolm Turnbull's name loudly.

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  carlJack on 08/09/2023 - 17:50

  +1

  No

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  jv on 08/09/2023 - 18:14

  -2

  Did you say 'please?'

  • 

    Johnsmithaus on 08/09/2023 - 19:20

    +1

    Do you really have to post snarky comments on almost every single post here?

    • 

      jv on 08/09/2023 - 19:33

      snarky comments

      they're not snarky

    • 

      jv on 08/09/2023 - 19:33

      almost every single post here

      that is a lie.

    • 

      jv on 08/09/2023 - 19:34

      Do you really have to post

      It's part of my contract.

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  brokenglish on 10/09/2023 - 21:48

  +2

  If I were you, I’d also sign up for Aussie Broadband 1st month free.
  In my experience I find ABB support very helpful every time NBN technician callout is needed.