Home Telecoms & NBN Most NBN users happy with service: Morrow

Most NBN users happy with service: Morrow

NBN Co chief executive Bill Morrow has hit back at reports of rising numbers of dissatisfied NBN end users, claiming that most end users of the National Broadband Network are happy with the service and that complaints are actually dropping.

According to Morrow, who has been under fire recently for comments claiming that users did not need superfast broadband, reports that there was a massive increase in complaints about NBN services during 2016 were misleading.

Writing for the NBN Co blog, Morrow said: “Most reports said that NBN complaints increased by 120% in 2016, but not many of those reports mentioned that actually, as a proportion of end users, complaints had dropped by 12% – this is despite NBN Co, through its RSPs, connecting more than twice the number of end users compared to the year before.

“While the percentage dissatisfied is less than before, the absolute number grows with the higher volume of end users. The complaints to the TIO are a clear example of this.

“We evaluate and analyse third-party independent surveys and our own internal metrics and from this, I can report that the majority of the 1.8 million end-users are happy with their broadband experience powered by the NBN network. This is whether it is having the service installed or using the network.”

However, for Morrow it appears that an average rating from end users is good enough.

“End user satisfaction score remains stable at around 7/10 and the Net Promoter Score continues to be positive. These scores are a reflection of both the service provider and nbn’s activities,” he wrote.  “For the very important minority who don't have a good experience, we try to understand the root cause so both nbn and our RSPs can make the necessary improvements.”

Morrow also shifted some of the blame for end user dissatisfaction from NBN Co to retail service providers.

“Many people don't realise the government-owned NBN network is only a small fraction of the end-to-end network that connects an end-user to their Internet content or the other end of the telephone.

“As an example, the NBN network might be just the last 10-15 kilometres, but the retailers have a far greater stretch of network that must be invested in and maintained to support the user experience.

“Failure to do so results in a reduction of speed, packet drop outs, or a call not going through.

“We have one retailer with very high scores and another at the other end of the scale, both using the same portion of the NBN network and the same NBN processes to activate a user.

“This could be due to a number of factors that are in the hands of the retailer and end user.

“Examples are the quality of the modem in the home, how much bandwidth the RSP has purchased from NBN Co, the size of their network that attaches to our POI, or even how much bandwidth they've purchased in overseas cables to access content from abroad.

“To be frank, NBN Co has our own issues and we acknowledge them, own them, and are fixing them. We need to help more people understand who is responsible for which portions and what they can do to receive the best possible service.“


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Stan Beer


Stan Beer co-founded iTWire in 2005. With 30 plus years of experience working in IT and Australian technology media, Beer has published articles in most of the IT publications that have mattered, including the AFR, The Australian, SMH, The Age, as well as a multitude of trade publications.