So my wife and I recently bought a house. It’s a lovely little place not far from where we were renting previously. “Why are you telling us this?” is the obvious question. Well, to introduce to you this catalogue of disasters that has been me trying to get iiNet to set up the internet connection at my new address…
Subject: Activation of service – complaint
To whom it may concern,
Customer number: XXXXXXXXX
Call references: XXXXXXXXX, XXXXXXXXX, XXXXXXXXX, XXXXXXXXX, XXXXXXXXX and XXXXXXXXX (there were further calls but the iiNet toolbox only shows calls updated in the last two weeks)
I write to ask for assistance in setting up a phone and internet connection, and to complain about the service received so far on this matter.
I first called iiNet on the 16th of November 2017 to inform that I had purchased a property [this is where I gave iiNet my new address]. I told the customer service representative that I would be completing the sale on Wednesday the 22nd of November and moving in on Saturday the 24th of November. I was not required to do anything further and was assured that the internet connection and phone would be switched on and working by the time we moved in.
I was particularly keen to hear our phone would be available as we had previously moved [this is where I gave iiNet my old address] three months earlier, and, despite several phone calls to iiNet to try to sort it out, were without a phone service for the whole period we lived at the address.
I arrived at the new house on moving day, plugged in the NBN box supplied by iiNet to my previous address, and there was no internet. I called iiNet on Monday 26th November to enquire as to why it wasn’t working and was told that it would be live the next day. It wasn’t, so I called again. I was informed that the service was active and should be working.
After three more days it still wasn’t working, and during the ensuing phone enquiry was told that I hadn’t supplied a ‘Proof of Occupancy’ document. Not once in the previous two weeks and four phone calls was this vital document mentioned. I was told it would be ten business days after I submitted the document before my internet would be connected. I submitted the document immediately.
I called again on the 7th of December to be told that I needed to supply the NTD Serial Number and MAC address (again, never mentioned in previous phone calls). It appears (from looking through my call log on the iiNet Toolbox site – see reference numbers above) that the details were added to a separate stand-alone call and none of the previous call logs. This probably explains why, when I called – again – on the 8th December I was told that I hadn’t supplied these details.
However, upon further questioning the customer service representative confirmed that I had supplied the details, but they hadn’t been passed onto the NBN HFC department. I was told it would be 48 business hours before the service went live.
Breathless with anticipation, I was yet again disappointed when, after 48 hours, it was clear the internet still wasn’t live.
Yet another phone call and, after initially being told the internet service was active, I was put through to another representative who informed me that the original NTD box was required to make the connection live.
Just to clarify, it has now taken four weeks and countless phone calls for me to be told this information. The previous owner has, obviously, moved out and I have no way of obtaining this box.
I’m now told an engineer is required to visit my house to install a new NTD. This is apparently not possible until Tuesday the 19th of December. As I am at work that day, I will need to arrange leave in order to wait four hours to allow the engineer to carry out the works.
Assuming the engineer is able to set the new NTD up without issues, the whole process will have taken 33 days. My parents live overseas and we use Skype to contact them. They have now missed seeing their granddaughter opening her presents at her second birthday, my wife’s birthday party and our new house. My children have missed seeing their grandad on his birthday. These events are important to us, and are the reason I contacted iiNet so early so that we would have the internet connection active as soon as possible after moving in.
Below is a list of all the phone calls I have made (outgoing) and received (incoming) in relation to the iiNet NBN and telephone services. Over seven hours of my time so far.
Outgoing – NBN
16/11 – 22:09mins
16/11 – 24:23mins
26/11 – 01:47mins
26/11 – 43:54mins
27/11 – 01:52mins
30/11 – 36:12mins
07/12 – 26:08mins
07/12 – 00:55mins
07/12 – 13:25mins
08/12 – 35:22mins
08/12 – 49:01mins
12/12 – 21:47mins
13/12 – 28:03mins
Incoming – NBN
27/11 – 18:55mins
27/11 – 12:22mins
08/12 – 02:44mins
Outgoing – Phone
05/09 – 00:18mins
11/09 – 21:38mins
13/09 – 04:20mins
15/09 – 29:15mins
09/10 – 02:16mins
27/10 – 18:13mins
31/10 – 16:41mins
Incoming – Phone
09/10 – 17:28mins
Please, can you set up our internet and phone service. We have been inconvenienced enough. We are available before the 19th if an engineer can come around earlier than this. Failing that, I would appreciate an early appointment so I don’t have to use too much leave. I can be contacted on [this is where I gave iiNet my phone number] to confirm the appointment.
Finally, the customer service representative offered one month’s free service for my inconvenience, but said that he would also talk to his supervisor to see if he could secure me further compensation. Please contact me when appropriate compensation for my time, inconvenience, lack of phone connection for, now, four months and lack of internet for three weeks has been determined.