Andrew Broad once tracked his NBN connection dropping in and out 20 times in one evening.
While watching Netflix and unwinding on the couch, he was frequently interrupted when his internet would suddenly shut off, then reboot.
Associate Professor Mark Gregory, a network engineering expert at RMIT University.Credit: Chris Hopkins
“We’d always laugh and say ‘first world issues’, but everything relies on it – your phone, the TV, just the way we live – everything relied on having a good NBN connection,” Broad said.
He complained to NBN Co and his telco but said they would blame each other for the issue. It wasn’t until he paid to upgrade his connection from fibre-to-the-curb to fibre-to-the-premises a couple of months ago that his internet improved.
Broad’s experience isn’t unique. Because NBN Co engages telecommunications infrastructure companies, which then engage subcontractors, the lines are blurred on who’s at fault.
It also means work is often unchecked, said network expert and RMIT University associate professor Mark Gregory.
Subcontractors are often paid per installation – instead of an hourly rate – which risks rushed and sloppy work.
The quality of your installation is often just luck of the draw and “what’s happening on the day with the contractors”, Gregory said.
“I personally had seen work carried out which I thought wasn’t appropriate,” he said. “You would anticipate that there would be some sort of follow-up, some sort of check. But unfortunately, this doesn’t happen for a lot of the work.”
Gregory said a line check was conducted remotely before the service was turned on, but it didn’t prevent the line from degrading or the installation looking undesirable – or being put in places customers didn’t want.
Telecommunication Industry Ombudsman Cynthia Gebert.
The Telecommunication Industry Ombudsman (TIO) has received complaints about technicians who completed work poorly, missed appointments or were challenging to deal with. Sometimes, complaints included alleged damage to property.
“It can be incredibly stressful and frustrating when you’re without a phone and internet service,” Ombudsman Cynthia Gebert said.
“Telcos must ensure that the technicians they send to repair faults are qualified and able to do the job.”
However, the TIO said it doesn’t record data on negative experiences with technicians, and it is difficult to specify an increase or decrease in complaints about their conduct.
An NBN Co spokesperson said the safety, quality and reliability of work undertaken by its workforce is a key priority, whether undertaken by a direct employee or a subcontractor.
“NBN has a rigorous quality management framework in place, which aims to ensure that works performed are to the standards set out by NBN and meet minimum national standards,” the spokesperson said.
“They [subcontractors] must also meet NBN’s minimum accreditation and training requirements to perform activities on behalf of NBN. These include completing mandatory online modules, attending face-to-face sessions, and passing practical assessments relevant to the works they are undertaking.
“Subcontractors must also maintain their skills and knowledge through regular refresher training and online communication.”
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