Until now, BIRRR has spent considerable time troubleshooting nbn issues – we now ask that these issues are directed to NBN or your provider. It doesn’t mean we don’t care, or can’t help if you continue having issues after you have tried these alternate contacts.
NBN now has a new ‘specialised regional support team’ inside the existing nbn contact centre which customers can call directly, dealing with a wide range of issues. BIRRR welcomes this improvement, as we have consistently called for this contact centre to be created. We also appreciate that NBN has acknowledged the work the BIRRR team has done up until now.
We are looking forward to spending more of our time advocating for RRR communication needs, rather than troubleshooting. BIRRR encourages providers to follow NBNs lead and establish their own specific RRR contact centres.
For ‘GETTING CONNECTED’ PROBLEMS
- Not sure what type of NBN connection you can get? Visit here and type in your address (you may have to drag the marker over your house).
- If you are ‘on the fringe’ of a footprint(eg just outside a Fixed Wireless area and are seeking to get fixed wireless) then you can contact NBN and ask to be reclassified. You will need to provide them with your address and GPS coordinates (Find your GPS via Google Maps here)
- Your address is not there? You can contact NBN and ask to be reclassified. NBN’s engineers will then evaluate your situation and potentially change your designated nbn technology to fixed wireless. You will need to provide them with your address and GPS coordinates (Find your GPS via Google Maps here)
CONTACT NBN at 1800 OUR NBN (1800 687 626) or send an email to email@example.com
NB: the nbn co call centre will not be able to help with tower/nbn activation dates, nor will the BIRRR team. The ‘nbn co check your address’ site has a date of service available.
For INSTALLATION PROBLEMS:
- Cancelled/Postponed installations? Contact NBN and report your problem! NBN have set up new procedures and are trying to be more helpful.
- Installer fails an install?If you feel that they could have tried harder (different locations on your property, tried a 3m mast etc) Contact NBN.
- Equipment is installed, but not working. Try the power cycle routine (see here). Try the different ports on your NBN box, power cycle in between swaps. If still not working contact your service provider (RSP). Make sure you get a ticket number.
For CONNECTION PROBLEMS:
- If you don’t have a working connection, please try a power cycle routine once with a computer plugged directly into the NBN modem. See here to see how to do a power cycle correctly (the article is about SkyMuster, but the principle is the same). If you have a SkyMuster connection check here for further details.
- If you are still offline check the service status pages offered by SkyMesh who lists unplanned outages here, and Iinet who list scheduled maintenance events here, to make sure your problem is not a widespread problem. Activ8me Facebook page and the ANT Facebook page also list outages when they know about them.
- You can also ring the NBN hotline for SkyMuster outages. They will tell if a beam is down, an earth station (many beams) is down or the outage is national
- If you are offline and it is not a widespread problem, please contact your RSP (service provider), make sure you get a ticket number. Send an email (if you can) to your RSP support about the problem, so they know it exists, especially if the callback queues are long (if the queues are long, it means that many customers have a problem).
- Contact your service provider (RSP) when you have problems with your speed, dropouts, excessive data usage.
If you have tried the options above and you still need help either post in the BIRRR Facebook group or send an email to firstname.lastname@example.org
nbn co recently announced:
- call centre policy and protocols have changed so that satellite end users will not be referred immediately to their RSP.
- nbn’s call centre will now be able to provide basic network outage information so that callers will at the very least know if the network is down in their area.
- set up ‘a dedicated regional support team inside this call centre to handle rural addressing issues, location I.D generation, non-standard fixed wireless installs, or other issues that people living in regional, rural and remote areas experience’.
- nbn will also incorporate this approach into its official Facebook page, nbn Australia.
Announcement from NBN about their SkyMuster issues (Nov 2016):
‘By now you have no doubt heard about Sky Muster, nbn’s $1.8 billion custom-built broadband satellite delivering fast internet to the bush. While nbn has heard many stories of people having a great Sky Muster experience, we have also heard your concerns. These concerns are something nbn takes very seriously and the company wants to directly address them here.
nbn is currently implementing a satellite service improvement programme, which is being led by a committed task force to address and resolve the issues identified. Some of the corrective action already undertaken includes software fixes to reduce connection times and configuration updates to improve the stability of the service. This work is ongoing and has seen a substantial improvement in network stability.
nbn has implemented changes to our call centre and social media processes which means we are now providing network information directly to end users as it becomes available. We have also set up a dedicated regional support team in our call centre to handle regional-specific queries. In addition, nbn is working with our retail providers and delivery partners to help improve the installation process and ensure the number of rescheduled and missed appointments is minimised.
The Sky Muster technology is breaking new ground and as with any new technology, particularly one as complex as satellite broadband, there are issues early in the roll-out that need to be worked through.
nbn acknowledges that we need to get this right as soon as possible and we are working hard to do just this as we ramp up to connect more than 10,000 premises a month to Sky Muster.’ (source: nbn co )