'Overcharged' NBN FTTN and FTTB users unresponsive

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'Overcharged' NBN FTTN and FTTB users unresponsive

Most don’t reply to letter or email offering internet plan fixes.

About 95,000 NBN fibre-to-the-node and fibre-to-the-building users have not claimed refunds or other remedies after being sold internet services that could not hit the advertised speeds.

The Australian Competition and Consumer Commission (ACCC) said in a statement today that two-thirds of the 142,000 customers impacted by the problem over the past 15 months had “not responded” to a letter or email from their retail service provider outlining the remedies available.

They may be eligible for refunds, some in the hundreds of dollars,” ACCC acting chair Mick Keogh said.

“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.”

The ACCC pinged Telstra, Optus, TPG, iiNet, Internode, Dodo, iPrimus and Commander for selling services that could not achieve the topline speeds being advertised.

The telcos agreed to enforceable undertakings to change how they sold services, and to remedy those impacted.

As previously reported by iTnews, however, bad processes and data on NBN Co’s side contributed to the problems.

The ACCC said that customers who more recently signed up to a new NBN plan “may also be eligible for a refund where the RSP advertises maximum connection speeds with the plan”.

“Within four weeks, RSPs must check their speeds and if the speeds are below that advertised for the plan the consumer chose, the RSP must offer remedy options,” Keogh said.

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