Telstra stump up NBN refund

Bendigo Weekly | Bendigo Weekly | 10-Nov-2017


BENDIGO residents are likely to be among the Telstra customers eligible for compensation after the broadband retailer conceded it may have made false or misleading representations about NBN speeds it could deliver.

Telstra has agreed to make amends to 42,000 customers who signed up to contracts between September 2015 and November 2017.

Some customers in Bendigo have been able to sign up to broadband since earlier this year.

The relevant Telstra offerings included a super fast speed boost plan which advertised maximum download speeds of up to 100 megabits per second and maximum upload speeds of up to 40Mbps.

Limitations on the affected customers’ NBN fibre to the node or fibre to the premises internet connections, however, meant that many customers’ internet services were not capable of receiving the maximum advertised speeds of the plan.

Telstra itself brought the issue to the Australian Competition and Consumer Commission which launched an investigation subsequently uncovering other cases, and that will continue to examine other retail providers.

Telstra has agreed to contact current and former customers who could not receive the maximum speed stated in their plan, and inform them of the maximum speed they can access.

The telco will offer those customers a costless exit from their contract including any bundle, and a refund, or a move to a different speed plan and a refund, or the status quo.

“All businesses have a responsibility to ensure that claims about the performance of their products and services are accurate,” ACCC chairman Rod Sims said.

“This is particularly important in cases where consumers sign long term contracts to acquire a service.”


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