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Not happy with your NBN service? You might be entitled to a refund


There are a lot of NBN customers that aren’t happy with their service but the good news is they may be able to ask their service provider for a refund.

The Australian Competition and Consumer Commission (ACCC) is encouraging NBN customers with slow connections to contact the provider to see if they are eligible for a refund.

The providers singled out by the ACCC were Telstra, Optus, TPG, iiNet, Internode, Dodo, iPrimus and Commander.

The main group of people affected were customers connected via these providers to fibre to the node (FTTN).

It was revealed more than half of these customers were unable to achieve the fastest two speeds available.

The providers were revealed to have made misleading claims about their connection speeds despite the fact the limitations of FTTN made it impossible to hit the higher speeds they were advertising.

The ACCC says the providers in question said they would contact the customers affected to work out a solution which could include a refund of the contract.

Research from Finder shows that 80 per cent of Australian households stuck with the same provider when they transitioned to the NBN.

If you are a FTTN customer with Telstra, Optus, TPG, iiNet, Internode, Dodo, iPrimus and Commander and are unhappy with the speed of your NBN service, contact them directly to work out a solution which may include being moved to a cheaper lower speed plan or being released from your contract immediately.

Customers moving to the NBN are not locked into a service provider which might have been the case previously.

Now they have the opportunity to shop around and choose any retailer.

According to Finder, 40 per cent of customers compare their options we chose to stay with the same provider while 21 per cent admitted it was just easier to stay with the same provider.

But 9 per cent of respondents said they either didn’t know they could switch providers when connecting to the NBN or just didn’t understand the NBN and stuck with their current provider.