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Former tenant got NBN installed in wrong place
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chatwizz
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03/01/2018 - 9:55 pm
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NBN infrastructure was installed without consultation with owner. Tenants now vacating. Infrastructure was installed in suitable place for tenants and installer but unsuitable place for owner. Who should remedy this?

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Jimmy-T
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04/01/2018 - 8:42 am
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Having had a nightmare with NBN first of all turning up to install at the wrong apartment THREE times because they failed to correct the wrong address on their computer, then refusing to work on ours because they didn’t have the authority and then installing the service on the worst of three lines into our flat (“because it kind of works and that’s all we need”), then refusing to change it because they can only afford to visit each property once, I’d say good luck with getting them to change anything.

That said, you could tell them that they installed the connection without proper authority and insist that they come and move it to where it should be.

But bear in mind that you are dealing with a huge monopoly with a massive bureaucracy and no accountability working through sub-contractors racing against the clock to get as much work done in as little time as possible – and you have an idea of the mountain you will have to climb to get anything done.

While you are waiting for them to come back and say “not possible” for the umpteenth time, investigate the possibility of getting a private contractor to do it at your own expense

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tharra
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04/01/2018 - 9:00 am
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Do you have a FTTP connection? If so you can organise a relocation through your RSP (Retail Service Provider). You may have to pay relocation costs providing the relocation is physically possible. As JimmyT says you have a good argument for having them relocate the service for free.

The NBN fibre guide has more info:

https://www.nbnco.com.au/content/dam/nbnco/documents/nbn-fibre-user-guide.pdf

The work needs to be done through NBN, you can’t perform it yourself or organise your own contractor.

Sorry I can’t help with the other connection types.

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Shred
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04/01/2018 - 9:01 am
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Is it a fibre to the home connection, or is it using the existing copper telephone cable (“fibre to the node”)?

If it’s fibre, then my understanding is that it can only be moved by NBN Co. You log a request through your service provider. I have heard that under some circumstances, NBN Co will do one relocation at no charge, but take this with a grain of salt.

There’s a brief mention on page 11 of this document:
https://www.nbnco.com.au/content/dam/nbnco/documents/nbn-fibre-user-guide.pdf

If it’s copper, then any registered cabler can do the move and it shouldn’t cost much.

https://www.nbnco.com.au/learn-about-the-nbn/network-technology/fibre-to-the-node-explained-fttn.html

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chatwizz
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03/03/2018 - 8:54 am
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UPdate – contacted NBN and complained about non-authorised installation. NBN were very attentive, told me that they could return for one more visit, and sent a technician who came as promised (even rang to notify he would be half hour late). After much discussion about not running cable around steam/wet areas such as kitchen, not running cable around skirting boards due to possibility of getting damaged, and discussing ugly alternatives across ceiling, the box and cable remain in situ. Technician even replaced the too short electrical cable to powerpoint with a longer one.

When my dedicated case manager rang to confirm if issue was resolved I told her not satisfactorily, as it was still an inconvenient location. She will leave the case open as “there are always future technology developments that might better address this situation”.

Then of course I received 2 surveys as to my satisfaction with NBN and my case manager.

I did at least receive all the information that I should have received before NBN even visited my property.

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