Service providers using different tactics to pressure residents into connecting to NBN

As the switch-over to the nbn^tm approaches, service providers are using different tactics to ensure customers remain with them.

This has caused alarm for some Griffith residents, however Telstra reassures them there is no need for concern.

Stalwart Griffith resident Olga Forner said she received a message on her phone from Telstra as she was dialing out, and was initially very concerned.

“Because the message didn’t say anything about the NBN, I thought it must have been my account,” Ms Forner said.

“When I answered the number they gave me the options to choose from, I pressed the one I thought was most suitable, and then I had this girl telling me she was going to change me over to NBN now.

“She was very forceful about it. I just said I’m not connecting, I wasn’t prepared and I wasn’t expecting to be having a phone call like this, and as far as I know I have well into the mid year before I have to change over.”

Mrs Forner is quite correct, with the Head of nbn^tm local New South Wales Amber Dornbusch confirming that for some parts of Griffith, the switch-over is due to start happening from July this year.

Mrs Forner said the customer service officer became angry with her when she wouldn’t make the switch immediately, and she was disappointed by how “pushy” she became.

She holds concerns for any elderly residents receiving the message, as it could create undue stress and panic.

Telstra has confirmed with The Area News they are employing different methods to make residents aware of the switch over, and assured them there should be no reason for concern.

Area General Manager Chris Taylor said Telstra has employed “vigorous” programs to let customers know their services are scheduled for disconnection and they need to switch.

He said during the final six months before their disconnection date, Telstra customers will receive up to 12 communications advising them of the date.

“We do this via email, door-to-door contacts, outbound calls, SMS and recorded voice announcements,” Mr Taylor said.

He said in the final months before a copper service is due to be disconnected, recorded voice announcements are placed on customers’ home phone lines who are yet to connect to the NBN to ensure they are aware of the need to move to the new network.

Telstra isn’t the only service provider receiving complaints over strong-arm tactics, with Optus copping critisism early last year.

Sales Manager Craig Townsend from 3C Tech in Griffith has said he’s had a number of people come in concerned over Telstra’s phone message, and isn’t pleased with their tactics.

“It’s bullying, straight and simple,” he said.

“It does sound like a scam, and from the detailed accounts I have heard, it’s Telstra strong-arming residents to make the switch with them.”

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His advice? Say no and shop around for the best deal.

Head of nbn local New South Wales Amber Dornbusch said 7273 premises in the Griffith area were able to “enter a new era of fast broadband.”

”While the majority of households in Griffith have switched to the nbn™,  those yet to do so risk being disconnected once the copper network is decommissioned,” Ms Dornsbusch said.

“This is due to start happening in some parts of Griffith from July this year.”

“People do have a choice. They can switch to a service over the nbn™ broadband access network or they can choose to make do with mobile solutions.”

You can find out if you are eligible to connect and register for updates by using the Check Your Address here.