NBN service frays nerves in southwest Sydney

The wires may not be frayed but the nerves of frustrated southwest residents definitely are as they grapple with slow speeds and unpredictable connectivity on the National Broadband Network.

The NBN is causing grief for many residents in southwest Sydney.

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The wires may not be frayed but the nerves of frustrated southwest residents definitely are as they grapple with the National Broadband Network.

Residents have reported paying more for slower speeds, unpredictable connectivity and ongoing wait times for connection, service and assistance.

Wetherill Park resident Alana Byrne said she had experienced issues ever since she switched to the NBN.

“Some days we have internet dropouts, other days we have no landline phone,” she said on Facebook.

“Last time I called them, they told me to factory reset the modem each time it drops out – I shouldn’t need to do that.”

Casula resident Marina Krivoshev said she was extremely unhappy with her service.

“It’s constantly dropping out at night, buffering during movies and Netflix – it’s no faster than ADSL,” she said on Facebook.

“The upload speed is definitely slower with NBN.”

However, Wakeley resident Sharon Brewer said apart from some initial teething problems, her experience was positive.

“We have Foxtel connected by a cable so the download from the modem to our Foxtel box is good,” she said on Facebook.

“We haven’t had any dropouts which is good – I like it, I’m one of the few.”

Casula resident Christos Bevitt said the NBN was the worst technology ever invented.

“I can’t receive Wi-Fi in my room when I previously had great reception,” Mr Bevitt (pictured) told the Leader.

“I was forced to buy a Wi-Fi extender for $100 which I find weird, because I live on a 600sq m block.”

Mr Bevitt was also without a phone for a week as he was not informed NBN installation would cancel his landline.

He also had to buy a $600 part for his back-to-base home alarm to make it work after the landline became obsolete.

“After complaining to the telecommunications ombudsman they paid half of the $600 bill for the alarm, but their responsibility stops at the NBN box,” Mr Bevitt said.

Christos Bevitt is one of several disgruntled NBN customers living in southwest Sydney with extremely below-par service. (AAP Image/Carmela Roche)

An NBN Co spokeswoman said the NBN was an upgrade to phone and internet infrastructure.

“Once the NBN becomes available in an area, people have 18 months to make the switch before the previous copper network is decommissioned,” she said.

“It’s important to understand NBN is the wholesaler, which means we are responsible for building, operating and maintaining the new network – we do not sell services to the public.”

The spokeswoman said speeds were influenced by the technology, broadband plans provided by retail services and signal reception.

The spokeswoman confirmed the company was on track to install the NBN in Kemps Creek, Cecil Park and Holsworthy between January and June next year.

Abbotsbury, Bonnyrigg Heights, Mt Pritchard and Edensor Park are on track to receive NBN between July and December next year.

However, suburbs including Leppington, Bringelly and Austral will be waiting until 2019.

“While we’d like to roll out the NBN to all premises at the same time, it is not possible,” she said.

“We do have a plan that allows for the fastest, most cost-effective rollout while also prioritising areas that are under-served.”

The NBN Co spokeswoman said it is one of the most complex initiatives on a world scale: “We ask the community for its patience”.