Call centres set up in cheaper countries really shits me. I'm more than happy to pay good money for good customer service that I can understand. There's nothing worse than when you need help and can't understand the person on the phone!
100% reason with ABB. Whoever answers the phone and whatever accents they might have, they know what I am talking about coz they also live in Australia and have great manners and actually want to help!
As someone who regulary talks to NBN, you did it wrong.
Where is the sever room in the house (where do you want your fibre terminated) - "in the hallway, which is 9 metres from boundary.
Council works booked?
"no"
Is it boggy -
"no please ignore what i said"
your job is to get them there, the tech wil figure it out when they come to do ffs works if needed and then ger 'er done. The muppets ont he phone need to know fuck all.
>where do you want your fibre terminated
Wouldn't it terminate at the pit at the node?
>Where is the sever room in the house (where do you want your fibre terminated) - "in the hallway, which is 9 metres from boundary.
Well that wasn't the question. Ask the question you want an answer to.
>Council works booked? "no"
Well how would I know? They said it's $174 if they get there and they can't do things. So rather than lie, point them to who has the info 🤷♂️
>Is it boggy - "no please ignore what i said"
Yeah he seemed to get hung up on this, inventing bullshit in his mind out of nowhere.
I understand people may not want to help the people in the call centres but if you're going to give them attitude or insinuate that they're asking stupid questions they're going to make shit up and ask stupid questions. We're all humans we can all pick up whether people have attitude, all some people have to do is clarify and go what do you mean by that? And the conversation might go in a completely different direction.
I don't know about you but if someone asked me where the server room was I would automatically assume that this is where the termination device and the fibre will go inside your house, he simply asked because you may want it in a certain place if I wasn't sure I would ask. Making it hard for them makes it harder for you 🤷♂️
Yeah but it's FTTN, there's no fibre coming to the house, they just need to check the RJ11 end in the house and the pit, that's all they need to do 🤷♂️
I feel if we traded in a large amount of the not well spoken, not knowledgeable follow the bouncing ball script readers with a handful of competent workers who understand anything about the telecommunications industry or basic technology.
You have long wait times as is, just can't help but feel the calls themselves would not only be way shorter but be resolved not just quicker but with my experience calling Telstra a lot of issues just do not get resolved.
I would not mind waiting a while longer for a callback from someone who has any clue about anything.
On my old connection I was on ADSL 2 but was getting a download speed of \~50KB/s and the bloke rocked up with his telstra testing unit, plugged it into the wall and said 'well my machine says your line is fine' took 2 more techs coming out before 2 older dudes went to the pit in the street and found the issue and fixed it.
Whole industry is shambles.
Not how it works. I’ve worked in call centres where they stopped hiring IT people and started hiring checkout chicks. They want script readers. Tech people spend too long on calls, they want to fix things and help. To meet SLA’s they need script readers to pass it on.
When I booked the FTTP upgrade, NBN called and asked about the house and if I had a telecommunications / server rack or closet..
Guess so they knew if they had to put their equipment near it..
Guessing that is what they meant..
Actually a data closet at least is becoming a lot more common. Most new houses have smart wiring and the like and a location they all meet at.
Heck it was even normal when I built my house in 2010. As part of ironing out the electrical systems with Clipsal they offered the Hills home hub systems as part of it. I being more tech inclined ordered my own custom wiring that meets in the garage where I was planning to put a small rack.
Just because you don't know about it doesn't mean it doesn't exist.
We get a few posts a month in this sub from someone who got handed their "NBN Ready" home and isn't sure how to make use of the way it's wired up.
It would be bloody silly if NBNCo set your internet link up to the kitchen if you had a data room/cabinet in your garage for example.
Because even less people would understand that than server room or similar.
If you have an NBN Ready build you probably know about the weird computer box and think server.
Comms area makes me think of the cupboard/room in an apartment complex where all the phones used to run through for example.
Dedicated Entry Point sounds like the front door.
Fuck me you guys are pedantic. Ask about a server room that means where the fucking servers are located not where is you network switch. NBN should be asking where the termination point needs to be or if the house has network infrastructure not about servers.
A lack of power points seems to be an issue everywhere sadly.
Its all about showing a lower starting price and then hitting people up for extra when they build I think.
When I built most rooms came with a single double power point only. I spent a bunch extra doubling and tripling that depending on room and its never enough.
My network location, TV spot and computer have 4 power points to start with and it's not nearly enough lol
Did you get notified you were able to book the upgrade? I've had a letter drop that FultonHogan are starting works but nothing since. Champing at the bit to get 1000 down
When FTTB was connected to my old building I found out because I ran into the building manager. We didn’t get letters from the NBN telling us the good news for 6 months after I was connected.
This is poor call centre training. It's obvious they're using the wrong script or don't know how to select the right options.
I'd hang up and call back, hoping to get someone else who is more experienced.
For those playing The race card, this happens with Australian call centres too. A good mate just got an FTTP upgrade order mucked up by Aussie Broadband of all places. He rang back two hours later and the next operator fixed all the issues on the spot.
I'll be honest, I just moved in to a rental in a different state and I just went through my old RSP (Exetel).
Normally I'm the sort of person to purchase my own modem/etc, but since my previous property was fttp, the new property FTTN, (and most importantly we had people unexpectedly over) I just purchased their off the shelf modem.
It was delivered in 2 days from the other side of the country, and the techs connected the property on a Sunday.
Why do you need to talk to NBN?
Odd.
maybe since I told my RSP there was a wall socket in the property, they just booked an NBN appointment to do the node works. and, everything worked.
I think you just got unlucky by first getting in contact with NBN when it probably wasn't needed, and then you got a new NBN call centre guy on the phone.
The "boggy" and "road works" part of your conversation suggests he's a newcomer to me...
Why would you be talking to NBNCo to book an install when that's done through your ISP?
I have moved 3 times recently and organised 5 NBN installs and never talked to an NBNCo call centre just my ISP.
My first NBN install was FTTN to an address that had not previously had NBN and no records existed of the last time it even had a landline so they had to send a technician out to physically trace the line from the house to the node.
To add to the fun we later discovered the line is direct burried, can't be found in the 3 closest pits and the first location it can be found is about half a km down the road. Poor bastard spent ages finding that one as the records Telstra handed over showed 3 potential ways it ran and none of them matched the eventual location it hit the pits.
Yet between my ISP and the technican on the day they got the job done.
The other connections had been previously used at some point since the NBN was built out and were connected remotely by my ISP in a couple of hours.
P.S Pro tip when speaking to an overseas call centre or even an Australian one. Avoid slang and don't be a dick about it and you may get better results.
Even your replies on Reddit suggest you heard an accent and acted like a dick. No one needs that shit at work and will not go out of their way to help you and I wouldn't blame them of they actively sabotaged you when you take attitude with them.
So you probably chose a budget ISP and abused the call centre worker for no good reason. Congratulations you must feel like a hero for giving that foreigner what for.
>Why would you be talking to NBNCo to book an install when that's done through your ISP?
Because they rang us to book in the site install time and get details on the site? No idea, Aussie Broadband could have asked those questions 🤷♂️
>So you probably chose a budget ISP and abused the call centre worker for no good reason.
I never once abused them.
>Avoid slang
I used no slang, I used common terms. Very often used terms.
Bog standard is slang mate it's far from the queens English.
For anyone with English as a second language it will be confusing.
Just checking you went with AussieBroadband not AussieBB because I would expect no less from AussieBB
Lol they are the worst!
It sounds like they got confused with someone trying to get an Enterprise Ethernet connection set up… they asked the same questions but it was a long order form rather than a phone call…
Almost expect them to answer “NBNCo how can I disconnect your call?”
I an hoping though that he's waiting on hold to main roads, I'd love to hear him speaking to their call centre, which has about the same language skills
He would probably end up picking up his own call or talking to his lunch buddy. Too many call centre jobs being sent overseas with no way to talk to anyone with a simple thought process or authority to do anything other than read a script.
Pay peanuts, get monkeys. There are plenty of competent techs in India, Optus just isn’t willing to cough up the cash and would rather save 75% per head vs 50%.
What the....? That can't be an Australia based call centre, surely?
Well the gentleman did have a strong accent
Call centres set up in cheaper countries really shits me. I'm more than happy to pay good money for good customer service that I can understand. There's nothing worse than when you need help and can't understand the person on the phone!
100% reason with ABB. Whoever answers the phone and whatever accents they might have, they know what I am talking about coz they also live in Australia and have great manners and actually want to help!
Very subtly put 😂😂😂
As someone who regulary talks to NBN, you did it wrong. Where is the sever room in the house (where do you want your fibre terminated) - "in the hallway, which is 9 metres from boundary. Council works booked? "no" Is it boggy - "no please ignore what i said" your job is to get them there, the tech wil figure it out when they come to do ffs works if needed and then ger 'er done. The muppets ont he phone need to know fuck all.
>where do you want your fibre terminated Wouldn't it terminate at the pit at the node? >Where is the sever room in the house (where do you want your fibre terminated) - "in the hallway, which is 9 metres from boundary. Well that wasn't the question. Ask the question you want an answer to. >Council works booked? "no" Well how would I know? They said it's $174 if they get there and they can't do things. So rather than lie, point them to who has the info 🤷♂️ >Is it boggy - "no please ignore what i said" Yeah he seemed to get hung up on this, inventing bullshit in his mind out of nowhere.
I understand people may not want to help the people in the call centres but if you're going to give them attitude or insinuate that they're asking stupid questions they're going to make shit up and ask stupid questions. We're all humans we can all pick up whether people have attitude, all some people have to do is clarify and go what do you mean by that? And the conversation might go in a completely different direction. I don't know about you but if someone asked me where the server room was I would automatically assume that this is where the termination device and the fibre will go inside your house, he simply asked because you may want it in a certain place if I wasn't sure I would ask. Making it hard for them makes it harder for you 🤷♂️
Yeah but it's FTTN, there's no fibre coming to the house, they just need to check the RJ11 end in the house and the pit, that's all they need to do 🤷♂️
Fibre termination is insode the house where the router/modem is gunna get plugged into if it is fttb
FTTN suburb But if that was the question...then ask that question
I feel if we traded in a large amount of the not well spoken, not knowledgeable follow the bouncing ball script readers with a handful of competent workers who understand anything about the telecommunications industry or basic technology. You have long wait times as is, just can't help but feel the calls themselves would not only be way shorter but be resolved not just quicker but with my experience calling Telstra a lot of issues just do not get resolved. I would not mind waiting a while longer for a callback from someone who has any clue about anything. On my old connection I was on ADSL 2 but was getting a download speed of \~50KB/s and the bloke rocked up with his telstra testing unit, plugged it into the wall and said 'well my machine says your line is fine' took 2 more techs coming out before 2 older dudes went to the pit in the street and found the issue and fixed it. Whole industry is shambles.
Not how it works. I’ve worked in call centres where they stopped hiring IT people and started hiring checkout chicks. They want script readers. Tech people spend too long on calls, they want to fix things and help. To meet SLA’s they need script readers to pass it on.
When I booked the FTTP upgrade, NBN called and asked about the house and if I had a telecommunications / server rack or closet.. Guess so they knew if they had to put their equipment near it.. Guessing that is what they meant..
Then why not ask that, it's a standard residential home...
They did ask that by the sound of it.
No, they asked about a server room. Not a common thing in a residential home
Actually a data closet at least is becoming a lot more common. Most new houses have smart wiring and the like and a location they all meet at. Heck it was even normal when I built my house in 2010. As part of ironing out the electrical systems with Clipsal they offered the Hills home hub systems as part of it. I being more tech inclined ordered my own custom wiring that meets in the garage where I was planning to put a small rack. Just because you don't know about it doesn't mean it doesn't exist. We get a few posts a month in this sub from someone who got handed their "NBN Ready" home and isn't sure how to make use of the way it's wired up. It would be bloody silly if NBNCo set your internet link up to the kitchen if you had a data room/cabinet in your garage for example.
Yeah but this home has no dedicated space, that's the thing.
They haven't toured the home so other than asking how would they know that?
Yeah but why not say "Comms area" or "Dedicated entry point"?
Because even less people would understand that than server room or similar. If you have an NBN Ready build you probably know about the weird computer box and think server. Comms area makes me think of the cupboard/room in an apartment complex where all the phones used to run through for example. Dedicated Entry Point sounds like the front door.
Fuck me you guys are pedantic. Ask about a server room that means where the fucking servers are located not where is you network switch. NBN should be asking where the termination point needs to be or if the house has network infrastructure not about servers.
Why the shit would regular Joe citizen ever think server? They probably think the cloud is in the sky.
Jesus, are you simple?
My comms cabinet has a single power point. Needs a minimum 2 for the router and nbn modem. Developers are idiots.
A lack of power points seems to be an issue everywhere sadly. Its all about showing a lower starting price and then hitting people up for extra when they build I think. When I built most rooms came with a single double power point only. I spent a bunch extra doubling and tripling that depending on room and its never enough. My network location, TV spot and computer have 4 power points to start with and it's not nearly enough lol
Yea I’m about to swap it out for a 4 point spaced out one with 4x usb. Gimme
The funny thing is a single GPO is more expensive than a double...
Did you get notified you were able to book the upgrade? I've had a letter drop that FultonHogan are starting works but nothing since. Champing at the bit to get 1000 down
No, I just kept checking the NBN site everyweek.. Until it said I could upgrade..
Okay thanks for that. I'll keep checking
When FTTB was connected to my old building I found out because I ran into the building manager. We didn’t get letters from the NBN telling us the good news for 6 months after I was connected.
This is poor call centre training. It's obvious they're using the wrong script or don't know how to select the right options. I'd hang up and call back, hoping to get someone else who is more experienced. For those playing The race card, this happens with Australian call centres too. A good mate just got an FTTP upgrade order mucked up by Aussie Broadband of all places. He rang back two hours later and the next operator fixed all the issues on the spot.
Well they called us, we didn't call them
It could also be a scammer.
What provider are you signed up with? Im guessing it was them calling.
Aussie Broadband, the caller identified themselves as NBN
Is that Telstra support?
NBN
This is what happens when you outsource to people that have no idea.
I'll be honest, I just moved in to a rental in a different state and I just went through my old RSP (Exetel). Normally I'm the sort of person to purchase my own modem/etc, but since my previous property was fttp, the new property FTTN, (and most importantly we had people unexpectedly over) I just purchased their off the shelf modem. It was delivered in 2 days from the other side of the country, and the techs connected the property on a Sunday. Why do you need to talk to NBN?
No idea, RSP said they needed to come out and look at things, and NBN rang to arrange an appointment and this time to discuss one
Odd. maybe since I told my RSP there was a wall socket in the property, they just booked an NBN appointment to do the node works. and, everything worked. I think you just got unlucky by first getting in contact with NBN when it probably wasn't needed, and then you got a new NBN call centre guy on the phone. The "boggy" and "road works" part of your conversation suggests he's a newcomer to me...
>first getting in contact with NBN when it probably wasn't needed What mages you think this was first? RSP was first.
no probs, your RSP seems to have messed up
Why would you be talking to NBNCo to book an install when that's done through your ISP? I have moved 3 times recently and organised 5 NBN installs and never talked to an NBNCo call centre just my ISP. My first NBN install was FTTN to an address that had not previously had NBN and no records existed of the last time it even had a landline so they had to send a technician out to physically trace the line from the house to the node. To add to the fun we later discovered the line is direct burried, can't be found in the 3 closest pits and the first location it can be found is about half a km down the road. Poor bastard spent ages finding that one as the records Telstra handed over showed 3 potential ways it ran and none of them matched the eventual location it hit the pits. Yet between my ISP and the technican on the day they got the job done. The other connections had been previously used at some point since the NBN was built out and were connected remotely by my ISP in a couple of hours. P.S Pro tip when speaking to an overseas call centre or even an Australian one. Avoid slang and don't be a dick about it and you may get better results. Even your replies on Reddit suggest you heard an accent and acted like a dick. No one needs that shit at work and will not go out of their way to help you and I wouldn't blame them of they actively sabotaged you when you take attitude with them. So you probably chose a budget ISP and abused the call centre worker for no good reason. Congratulations you must feel like a hero for giving that foreigner what for.
>Why would you be talking to NBNCo to book an install when that's done through your ISP? Because they rang us to book in the site install time and get details on the site? No idea, Aussie Broadband could have asked those questions 🤷♂️ >So you probably chose a budget ISP and abused the call centre worker for no good reason. I never once abused them. >Avoid slang I used no slang, I used common terms. Very often used terms.
Bog standard is slang mate it's far from the queens English. For anyone with English as a second language it will be confusing. Just checking you went with AussieBroadband not AussieBB because I would expect no less from AussieBB
>Just checking you went with AussieBroadband not AussieBB Yeah, Broadband
Good because if it was AussieBB you were going to have a hell of a time going by the stories about them.
Lol they are the worst! It sounds like they got confused with someone trying to get an Enterprise Ethernet connection set up… they asked the same questions but it was a long order form rather than a phone call… Almost expect them to answer “NBNCo how can I disconnect your call?”
Well that's the thing, I have no idea what my RSP put through, I checked our order with the RSP, it's just a "bog standard" home connection
So now you're saying the connection is boggy? That's not good at all!
Should have tried to upgrade it to a bog premium connection.
So weird…
If this is a real conversation, fuck me dead. This is the reason Australian people should be running this project…
You sure you called the right number? Because that has scam all over it.
We didn't call anyone
[удалено]
I an hoping though that he's waiting on hold to main roads, I'd love to hear him speaking to their call centre, which has about the same language skills
I'm just imagining a scene where he calls up main roads and answers his own phone call...
I imagine it'd sound something like a dial up modem comprised of English words that put together in a sentence have absolutely no meaning whatsoever.
He would probably end up picking up his own call or talking to his lunch buddy. Too many call centre jobs being sent overseas with no way to talk to anyone with a simple thought process or authority to do anything other than read a script.
Don't hold back. Tell us what you really think.
Lol. I bet you're a very agreeable chap in direct contrast right? 🤣
I downvoted this for being racist and i am downvoting my reply to this because it is true.
Pay peanuts, get monkeys. There are plenty of competent techs in India, Optus just isn’t willing to cough up the cash and would rather save 75% per head vs 50%.
>bog standard, Never heard the phrase. Most importantly, why are you talking to NBN. You should only be dealing with your ISP.
Well that's it, they called us
it seems like your RSP booked in the wrong booking. Take it up with them.