There have been…developments.
Recently, (Thursday) I wrote about my attempts to get connected to the National Broadband Network (nbn) and how it wasn’t going well.
Since then, the story has developed. In a good way.
I noted at the end of my last post, on Thursday afternoon I received confirmation the change of address had been processed, and was given a new installation date of Wednesday 19 September.
That date has now been moved forward to Monday 10 September, through what I can only guess is the local installer having less work on than the default timeframe the system first spat out. So that’s excellent.
I’ve also spoken to nbnco(tm), though that conversation was with their complaints department. I should point out the person I spoke to was very nice and helpful. They’ve helped fill in a number of blanks for me about what happens in situations like this.
Following that conversation, I also received a response from the nbnco(tm) media people I emailed.
In relation to my question about their internal process for changing addresses nbnco(tm) “only has access to address information”, they do not have access to “other customer information or customer data”. Changes of address require that an order (which must come through a retail provider) be withdrawn, then re-ordered as a new address.
Typically, the withdrawal request is acknowledged “within 24 hours of lodgement” from the provider. For me, that occurred and the new address was created “within 48 hours of receiving the request”.
Information is only provided to a provider “at completion only, unless further input or action is required”. I’m told this further input would relate to confirming occupancy and other matters related to status of the dwelling.
There is nothing nbnco(tm) requires or suggests of their providers with regards to how matters are communicated to customers. “The customer service supplied by RSPs to their customers is not within nbn’s control,” the nbnco(tm) spokesperson said.
That makes sense on the face of it, of course nbnco(tm) can’t control what a provider tells a customer, but I feel there’s room there for a bit more transparency from all parties about what’s happening. nbnco(tm) could make that a requirement of them supplying wholesale service to a provider.
As to changes of installation addresses requiring the cancellation and re-ordering of a service nbnco(tm) says “nbn is a wholesaler and, as such, all activities are based on the address provided. From a retailer’s perspective, their processes are outside nbn’s control”.
Again, this makes sense on the face of it. However, “the only customer details known at nbn is an address”.
I kind of understand this. nbnco(tm) is only interested in the location of their termination point, what is ordered through it, and by whom doesn’t matter to them. Though it does seem strange to me that they’re using an address as a unique key here, and not something that would actually be unique; a serial number on the actual termination point they put on your wall, for instance, with the address as a piece of searchable data attached to it.
And that doesn’t really explain why you can’t have two termination points at the same address – the problem which kicked this whole thing off.
There is one more odd bit to the story that I’m going to chase up.
According to nbnco(tm), the cancellation of my original order was processed on Friday 24 August, when I first called Aussie Broadband about the installation dates.
The request for the new order (under the
fake new address) doesn’t appear in nbnco(tm)‘s system until Monday 3 September, the day Aussie Broadband replied to my support ticket of Friday 31 August.
Once that change of address went through, things started progressing as you would expect.
I’m going to follow that up on Monday. Because it’s Friday night and there’s a football game on.