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NBN service failure laid bare as telcos count the cost

Paul Smith and Natasha Gillezeau

Jun 1, 2021 – 5.00am

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NBN Co says it is making progress to solve the technology problems that have caused chaos for internet service providers, including Telstra, Optus and TPG, which say unhappy customers unable to get appointments are directing their anger towards them.

The Australian Financial Review can reveal that the problems with a new workforce scheduling application, caused largely by a bungled shift to a new service operating model, have left 19,600 customers unable to secure connection or service appointments.

Paul Smith edits the technology coverage and has been a leading writer on the sector for 20 years. He covers big tech, business use of tech, the fast-growing Australian tech industry and start-ups, telecommunications and national innovation policy.

Natasha Gillezeau is a journalist for The Australian Financial Review based in the Sydney office.