Got slow NBN? Ask for a refund, consumer watchdog says
People who are experiencing slow NBN are being encouraged to ask their service providers for refunds by the consumer watchdog.
In 2017, the Australian Competition and Consumer Commission found about half of NBN customers connected with fiber-to-the-node could not get the fastest two speeds.
Eight service providers, including Telstra, Optus and TPG, admitted they likely made false or misleading representations about connection speeds certain NBN customers could experience. The retailers had been selling plans with maximum speeds when in reality, due to technological limitations, consumers simply could not get those speeds.
The ACCC accepted undertakings from those retailers that more than 142,000 affected customers - 42,000 from Telstra alone - and would offer them solutions including moving to a lower speed, cheaper plan, or leaving their contract altogether.
However, ACCC acting chair Mick Keogh said about 94,000 customers are yet to receive a refund for their slow NBN.
“A large proportion, two in three affected consumers, have not responded to the letter or email," Mr Keogh said.
"They may be eligible for refunds, some in the hundreds of dollars.
“The ACCC is urging NBN customers to contact their NBN retailer if they have received a letter or email offer of a remedy, or think they might be entitled to a remedy.”
Mr Keogh said retail service providers who advertised fast connection speeds they could not provide to customers risked breaching Australian Consumer Law.
“We expect RSPs [retail service providers] to provide consumers with accurate information upfront about the internet speeds they can expect to experience, and then deliver on those promises.”
In a statement, a Telstra spokesman said the company "has implemented all commitments made to the ACCC and reported this information in line with progress".
Service providers who agreed to enforceable undertakings also included iiNet, Internode, Dodo, iPrimus and Commander.
Optus and TPG have also been contacted for comment.