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We've recently gone onto NB via Optus. The service is

Customer Question
Dear Pearl, we've recently...

Dear Pearl, we've recently gone onto NB via Optus. The service is terrible, slower than what we had before.

Lawyer's Assistant: What state are you in? It matters because laws vary by location.

New South Wales

Lawyer's Assistant: Has anything been filed or reported?

I'll just finish my report to you: usually 2, sometimes 3 or even 4 times a day pour phone or internet service just drops out, right in the middle of an email or conversation. I got onto Optus and they simply said: reboot. Well I don't think I should have to reboot several times a day for a service that costs the same as what I had, can you do anything to smarten Optus up? We live on the Central Coast at Terrigal. Clem Gorman

Lawyer's Assistant: Anything else you want the lawyer to know before I connect you?

No, that's it, thank you

Submitted: 4 months ago.Category: Australia Law
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Answered in 5 minutes by:
3/9/2018
Solicitor: John Melis, Lawyer replied 4 months ago
John Melis
John Melis, Lawyer
Category: Australia Law
Satisfied Customers: 3,306
Experience: Principal Lawyer at Legal AU Pty Ltd
Verified

Hi, my name is***** solicitor in Melbourne. Thank you for using Just Answer, and I will answer your question today, and ask various questions to narrow the issues in your post raised.

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Solicitor: John Melis, Lawyer replied 4 months ago

What you need to do is to write a formal complaint to the company. This complaint needs to be in a chronological order detailing what is the issue and what action you have taken to try and rectify the matter.

The complaint needs to be in a chronological order with numbered points 1, 2, 3, etc.

The complaint needs to have detailed what you need fixed and for a time limit of a minimum of 14 days to apply.

The complaint then needs to be sent to the dispute resolutions department. Make sure you keep a copy for yourself. Preferrably send the complaint by email.

If you do not receive a reply within 14 days issue a follow up complaint to the first complaint issued.

If no response is received then it is time to commence an action in the local tribunal.

Would you like to try this option first.

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Customer reply replied 4 months ago
OK I'll try that, but when I spoke with them they just send: reboot. I have to reboot 2-4 times a day as internet and phone just drop out.
I imagine that's all they'll say again.
I don't know how to reach the actual NBN Co.
Solicitor: John Melis, Lawyer replied 4 months ago

is it on your invoice the contact details ?

You can come back to this post any time to ask questions and there will be no further charges to you.

Don't for get to rate me for 5 stars and thank you for using Just Answer.

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Customer reply replied 4 months ago
Dear ***** Melis, I clicked "call me" by accident and do not want to talk. I do not accept the charge of $82, which I did not see when I clicked. Thank you, Clem.
Solicitor: John Melis, Lawyer replied 4 months ago

understand I will get that fixed for you

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Solicitor: John Melis, Lawyer replied 4 months ago

the contact details for NBN are on the following link too

http://www.optus.com.au/shop/support/answer?requestType=NormalRequest&question=how+to+contact+optus&typeid=6&id=1371#Menu3a

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The responses above are from individual Experts, not JustAnswer. The site and services are provided “as is”. To view the verified credential of an Expert, click on the “Verified” symbol in the Expert’s profile. This site is not for emergency questions which should be directed immediately by telephone or in-person to qualified professionals. Please carefully read the Terms of Service (last updated February 8, 2012).

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