The business owner who had nothing but problems after trying to upgrade to the NBN.

STATEMENTS

Response – attributed to a Telstra spokesperson:
• Unfortunately when Telefirm placed an NBN order on behalf of Tuff Stuff, the order was incorrectly filled in and the company’s contact numbers were not requested to be transitioned across.
• This resulted in these numbers being disconnected and new numbers allocated to the business.
• Telstra has since arranged for the original numbers to be restored and a Telstra technician visited the property last week to enable this process.
• The original main telephone number has now been reconnected, with the second line and fax line expected to be completed this week.
• Telstra has been in contact with the customer and we have apologised for the inconvenience.
• We will continue to have further discussions once the services are restored in relation to potential compensation for the customer.

Tim Saul, Head of nbn™ local for South Australia said:
Our number one priority is to work hard alongside the industry to improve customer experience. In the past year, we have put in place a number of new initiatives such as discount wholesale pricing to reduce bandwidth congestion and new processes to make it simpler to connect people to the network and fix faults in case something goes wrong.