The Great Big NBN Sticky Thread

good example of the GNAF problem. goes all the way back to when the developer subdivided the area and the local planning authority issued one GNAF address for the block. if that's been subsequently changed and the GNAF database was not updated before NBN ingested it, the error was carried forward. the prospective RSP now has to to work through the missing address process with NBN, and have the end user supply the appropriate documentation to prove that an update is legitimately required.

I know of one such similar instance myself in Townsville where a commercial property spans from X St to Y St. the block is nominally part of X St, but the business frontage is on Y St. plus the entire "back" half of the property barring a rear driveway has been sold and redeveloped, so the official street presentation of the block is now a rusty set of wire gates across the back alley only accessible to empty the industrial bins. but if you want to order a service, be it power, water, gas or NBN - that's what you have to use.

 

They ended up doing this.
Got the service churn reversed and online about last night.

There seems to be a failure in the system that an RSP is able to take someone's service offline due to fat fingers. (I'm suspecting this is the case based on how this has unfolded, they transposed one of the numbers on the street address of the new service with mine).

Even though SuperLoop would have sighted the (correct) proof-of-address document, the churn would seem to be based on what they keyed in to the churn request, with no checks that this actually matches the documents provided. i.e. NBN is relying on the receiving RSP to have done the right thing, rather than there being some process (I can't even say how this might work) that cross checks the churn order address matches the documents sighted.

 

Got my NTD replaced, was straightforward. Survey time!

"On a scale of 0 to 10 how likely would you be to recommend the nbn technician?"

Who the fuck goin around recommending NBN technicians?

"oh your internet's down? call your RSP and demand they tell NBN to send Frank"

 

Yeah, I love those questions.

Based on your experience today how likely are you to recommend Company X to your friends and family? 0.
Based on the service you received from Bob (same spelling forwards and backwards) how do you rate Bob? 10.
Why is there such a massive disparity? Because unless you can guarantee Bob will do everything for me and and everyone I recommend without having the the muppets that butchered it to start with involved I'm not going to have to sit at family dinners and be responsible.

 

You didn't get your misses to chat Frank / Bob up and get his number for next time your cable modem fries in a storm goes?

 

the process would have worked fine if Superloop had respected the service transfer rejection that ABB raised though.

correct, NBN relies on the RSPs following process. NBN is a wholesaler. the company has no contact with the end user, ever, other than when a technician needs to attend the premises.

 

Frequent low recommendations for a particular tech or company of techs would result in fewer jobs for such techs.

It's less about how good they are and more so how bad they are.

 

I only completed the survey to point out how utterly fuckin terrible the bit where I had to engage with RSP was

"My NTD no longer has power after an electrical storm and I have verified the power supply is working"

That should've been all I needed to say. Nope, AI chat lies about creating cases... human not quite as smart as AI asks me to run a refreshdouche from the mobile app, then says it's already booked but can't give me a case number but I'll get texted a case number. Which never happened.

Once NBN actually got the call: fixed internet, 5 stars.

 

NBN have an SLA to resolve an incident once your RSP raises it.

 

Sounds like you need to switch RSPs

 

Done without me even knowing it!

 

caspian, my two-three times a week dropout on fibre escalation got kicked back to my RSP as still meeting standards of service. Is the best approach then to just start escalating it as a separate incident every time it happens?

 

Leaptel bless them replied to my email rapidly suggesting just taking a photo of the red light next time it drops out to help them escalate it, so I'll do that.

 

red optical is not something that should be tolerated within the wider definition of acceptable dropout. you and the RSP are going to need to be patient though, most service incidents are handled by a robot that doesn't read comments or pay attention to things like photos, so while it's a nice idea that's pretty much all it is. if the issue is not evident at the time the robot processes the ticket, then it deals poorly with intermittent issues with no obvious trigger.

 

Question, what colour cables do they use for fibre, copper and power to the nodes?

Neighbour was cleaning out a drain in the car park and found cables that weren't there last time it was cleared. The nodes right next door and the cables are near enough in line with that, my first thought was it's from the node, if it is it's a really really stupid way to run them.

 

nbn's fibre cables are a specific lime green.

 

There's also big yellow ones in trenches isn't there?

 

most of it is, yes. it's actually called "Haydn green" after the engineer that specified it. https://web.archive.org/web/2024061...2024/06/this-is-why-the-nbn-cables-are-green/

some fibre cabling is black, mostly aerial fibre and service drop leadins. the reason is it both needs to be UV tolerant, and nobody wants to see a load of bright green cabling up a pole.

the uplink cabling feeding a FTTN node would be a green 12F. the copper cabling downstream would be black but there hasn't been a node built for some time now, and any cabling should be through telco ducting. so unlikely new cabling is NBN unless some contractor has done an unauthorised local bodge fix.

the only yellow cabling NBN uses is LSZH fire rated cabling inside larger buildings, past a housing that transitions it from the incoming drop to the structured distribution cabling.

 

What are the blokes in NBN garb on the footpath doing with big ass yellow rolls of stuff? I had honestly presumed that was the backhaul cable

 

Pretending to be from NBN and installing new Huawei connectivity fibre for the Chinese embassy?