Overpromised, underdelivered.
Sales rep promised everything would work as I required it to. But after completing the sale and sign up - everything went downhill.
Was promised that signing up, I could still use my current setup (FTTN) and decide on my required switch over date. But found out that I signed up to NBN FTTP - where I have to wait for NBN technicians to install a NBN box at my property at their convenient date and time (why did I bother picking a switch over date at all). So I was informed wrong and promised something that was never going to work.
Contacted the Sales rep about this issue, and all he could say was - "apologies for the confusion". So, I requested to make a formal feedback (e.g. complaint). Which I was advised the complaints team will call me directly. And that was 3 weeks before the NBN connection. No call or contact at all from the complaints team.
Then came the NBN connection installation date - I have to say the NBN technicians can do some customer service training. They come across (very close) as being rude in explaining or more so telling me what I can't and can do. And then looking to me to make a decision. What decision am I going to make, if you already telling me what I can or can't do. I believe some of the information would best be provided beforehand to customers, so that it prepares them before the technician arrives on site e.g. NBN fibre cannot go through the ceiling; NBN fibre will utilise current phone line cabling (e.g. underground), and if it does not work, Civil team will be required to dig up trench for new cabling.
Now come after the NBN box is installed, trying to connect to the internet - no luck there. So having to call MORE technical support team, who advised that the request for internet is still in progress (why is it still in progress when the date and time is already locked in for the NBN installation - why don't just get it ready before the installation date!). And was advised it would take 2 hours as she had to push through the internet request. 2 hours later, still no luck, and ring again (all this time, I am meant to work from home, so having to use hotspot off my mobile - not a good experience). And was advised the request is still in progress and in actual fact it could take up to 24 hours! Another misinformation or misinformed. But luckily the internet came through.
Now…. Here comes the most painful experience of all. At the start of my purchase, I stated that I needed landline number for my brother's work (call centre). I was advised that's perfectly fine, it will be through VOIP and etc etc…
The NBN installation was done on Friday, and when the internet was working, I tried to figure out how I am to connect a landline phone to my Eero6plus modems. Issue is, Eero6plus do not have a phoneline socket. I was then told that I needed a VOIP adapter, which would cost me over $100 plus and be delivered in 5 to 7 days. WHY was this not told to me at all!!!! MORE Telecom knew what I am purchasing and what my requirements are, but choose to not give all the required information for me to get setup properly.
So I cannot wait for 5 to 7 days, as we need the landline for working from home, I ran around headless chicken over the weekend to search for a VOIP adapter, and guess what I came up with nothing. So having to use my own personal annual leave to drive 1 hour to a store on the other side of Brisbane to purchase a VOIP adapter and pick it up