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Vodafone launches its NBN services with a network guarantee


Vodafone today launched its NBN services with customers able to order their connection online, on the phone or through 78 stores across Sydney, Canberra, Melbourne, Geelong and Newcastle.

The Vodafone NBN plans will offer unlimited data as well as a backup Internet service using the Vodafone mobile network for up to 30 days during connection or during a line repair.

Customers will also receive a 30-day network satisfaction guarantee as well as the freedom to change their speed plans at no cost.

To celebrate the launch of Vodafone NBN in Sydney, Canberra, Melbourne, Geelong, Newcastle and Wollongong, customers connecting to 24-month plans will receive three months free.

Vodafone’s NBN plans will start at $70 a month with $0 upfront for unlimited broadband and a Vodafone Wi-Fi Hub.

“We are very excited to launch Vodafone NBN to complement our mobile network, allowing customers to be always connected, whether it’s at home, at work or on the go,” Vodafone chief executive officer Inaki Berroeta said.

“We are putting customers first. If our customers are unable to receive the service they paid for, or if there’s a problem with their installation or line connection, they’re not going to be left in the lurch.

“From the outset, we want our customers to connect to the NBN with confidence, and we have set clear standards for ourselves and the industry to achieve this.”

Hundreds of customers have been trialling the Vodafone NBN experience in the last few months.

The best parts of its customer feedback, according to Vodafone, was the connectivity through the 4G network while they waited for the NBN installation to be completed.

“Our customers told us they loved being connected to the internet from day one via our mobile network while they waited for their NBN installation,” Vodafone general manager of broadband services Matthew Lobb said.

“Based on feedback from our trial customers, we have automated the 4G Back Up service so customers will not have to contact us if they experience an issue with their NBN connection.

“We are taking a sensible and staged approach to the rollout of Vodafone NBN to ensure we get the customer experience right, and we will continue to use our customers’ feedback to help us make refinements.”

For Fibre to the Node (FTTN) and Fibre to the Building (FTTB) connections, Vodafone will run a speed check on the customer’s line within the first 15 days of activation.

The 4G backup will have maximum speeds of 12 Mbps down and 1 Mbps up.

After the service is activated, Vodafone customers can leave within 30 days if the connection isn’t to their satisfaction.

Vodafone will refund plan fees if a Vodafone Wi-Fi Hub is returned within 10 days of the customer asking for a refund.

Vodafone NBN will continue rolling out progressively from 2018.