Optus warns customer on 30-day window NBN-related switch

By @mik_mapa on
A NBN Co. worker holds a fibre-optic cable used in the National Broadband Network in west Sydney July 11, 2013.
A NBN Co. worker holds a fibre-optic cable used in the National Broadband Network in west Sydney July 11, 2013. Reuters/Daniel Munoz

Optus has warned its customers that their telephone and broadband service would be disconnected in 30 days if they don't migrate from its cable service to the NBN. But the internet service provider's spokesperson clarified that they were giving 90 days to make the switch.

In the letter sent by the internet service provider, it offered an NBN connection appointment before the deadline. There are some cases when customers were forced to subscribe onto a new 24-month contract. However, the letter did not explain that customers were free to choose their internet service provider when they switch to NBN.

The customers from East Keilor originally received a letter from NBN in mid-December. The letter stated that the NBN installations would commence by May. It also informed the customers that they would receive another mail that would notify them when to order a plan using the network. However, some customers received a call from Optus informing them that their cable service would be cut off if they did not move across the network. Customers could suffer the consequence of permanently losing their home phone number if they would not switch before the deadline. But if they get disconnected, they need to wait 20 days for the reconnection.

Some customers did not receive a call but received a letter from Optus. The internet service provider told some customers that the impending Ready For Service letter from the NBN was not coming instead the Optus's letter would take place.

Customers from Glen Waverley, Beaumaris and Ferntree Gully in Melbourne currently reaching NBN Ready for Service. Sydney suburbs Kellyville, Edgecliff, Wetherhill Park, Sefton and Cheltenam were reaching the same service.

The entire Optus HFC cable footprint area will not receive fibre to the curb but it will occur in areas where the cable is available but not Telstra cable. However, if both internet service providers' cable were present in the street, the Telstra cable will become NBN cable. The Optus cable will be switched off.

The Optus spokesperson said that the company fast-tracked the switching to NBN as soon as an area becomes serviceable. The spokesperson said that they were taking every step to assist customers to place an NBN order as quickly as possible.

An NBN spokesperson said that the network was not responsible for Optus' decision in ignoring the network's standard 18-month migration window. The spokesperson said that it was the retail service provider's responsibility and discretion if end users decided on an early disconnection.

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