Finder’s Graham Cooke faced a frustrating process when trying to resolve a seemingly simple NBN issue. (Source: Suppied/AAP)
When I switched internet providers six months ago to take advantage of a better offer, I expected the process to be relatively straightforward. After activating the new connection, I hooked up my modem — only to find it was still connected to my old service.
While calling my new provider to ask a few questions, my neighbour knocked on my door to tell me their internet had been disconnected. My neighbour and I share nearly identical addresses — think 25A and 25B Main Street.
Both homes were built at the same time, and it turns out the NBN had somehow wired the houses backwards on the network.
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This was confirmed when my neighbour called to restore their service, and mine was cut off.
As we had clearly identified the issue, you might imagine this would be a simple problem to fix.
You would be wrong.
At this stage, with both my neighbour and I disconnected from the NBN, we contacted our ISPs. My ISP, Superloop, said they could register the issue with the NBN and swap the addresses, but it was best to keep both connections offline while the request was processed.
My neighbour called their ISP, who said they could not lodge an issue with the NBN unless he already had an active connection.
After consulting, we decided to wait for Superloop to resolve the issue for both of us.
Days passed.
Cooke discovered he and his neighbour’s NBN addresses had been mixed up. (Source: Getty)
Despite repeated assurances from Superloop that they would return my calls and fix the problem, communication was one-way only.
After more than a week without internet and several calls, my neighbour proposed a solution: why don’t we get connected to the opposite addresses — the ones not matching our house numbers but actually connected to our homes — and then ask our ISPs to correct the addresses later?
I called Superloop again to ask if we could do this and was told, ‘No problem’.
So, I cancelled my pending order and created a new one for my neighbour’s address.
This all worked quite well.
I was connected to the NBN within about three hours, and it worked perfectly.
Weeks later, hoping for closure, I contacted Superloop again to have my address corrected officially.
Frustratingly, I was told I would have to close my account and start fresh by calling the sales team myself.
Exasperated, I refused.
A sympathetic representative promised a callback and personal oversight.
Two months later, I had still not received that callback.
Story Continues
At this point, I reached out to Superloop with some questions and began writing this article. That initiated a series of events which finally solved the issue, and encouraged the ISP to change their customer service process.
When I asked Superloop why they couldn’t directly update incorrect addresses in the NBN registry without forcing customers to close and reopen accounts, they explained that the NBN Co, as the wholesaler, owns and manages the registry.
This centralised system ensures all providers work from a single source of truth, but only NBN Co has the authority to make amendments.
Address corrections require active services to be disconnected first, which complicates the process for customers caught in errors like mine.
I also questioned why Superloop initially said it was fine to connect to the ‘wrong’ address and fix it later, only to change their stance when I went ahead.
They acknowledged this was poor communication and said they’ve since introduced a governance forum with NBN’s Connections Team to escalate and resolve such issues more swiftly.
Cooke said customers should be allowed to directly communicate with NBN Co for complex matters. (Source: Supplied) · Graham Cooke
When asked why resolving a simple error involved calling multiple departments who refused to speak to each other, Superloop’s Head of Process & Customer Experience, Grant Caldwell, replied:
It shouldn’t, is the simple answer. Since your experience, we’ve formed a ‘Proactive Solutions Team’. Their objective is to identify customers in distress — that’s a customer who calls multiple times with an issue. This team then takes on and owns that relationship until the issue is resolved, proactively calling and keeping the customer across the steps we’re taking to avoid the frustration you experienced.
This team was soon put to the test when I was referred to them.
Resolution Expert Amila called me the same day and explained that he would guide me through the process of fixing the address.
This involved sending photos of my NBN box (for the third time), closing my existing account and opening a new one (for the second time).
But rather than having to call repeatedly, Amila promised to manage the entire process and call me back at each stage — and I’m happy to report he did.
Within 10 days, my home was successfully switched over to the correct address, and the broadband service has remained solid and speedy since.
For their swift action here, Superloop — and Amila in particular — are to be commended.
But one ‘glaring’ issue remains
As someone who regularly reports on customer service issues in the media, it’s refreshing to see such proactive and effective support rather than the usual apologetic dismissal.
Superloop emphasised their ongoing commitment to continuous improvement through regular internal forums and new tools designed to prevent these frustrations, reinforcing their focus on a ‘customer first’ culture and better service delivery moving forward.
However, one glaring issue remains: if a customer has a problem with their NBN connection wiring, they cannot deal with NBN Co directly.
Instead, they must sign up with an ISP using the wrong address, only to later close that account and open a new one to fix the problem.
The solution is simple — allow customers direct communication with NBN Co for complex technical and administrative matters.
Until then, many more frustrating calls lie ahead for consumers with issues and less obliging ISPs.
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