NBN sets fee for after-hours installations

Alex Kidman 6 February 2017 NEWS

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$150 will buy you an after-hours installation of your new NBN service if you can’t be at home.

NBN installations can be a tricky process at the best of times. You’ve got to be in an area that has been declared NBN-ready, then pick the right NBN plan, and then get your details together to coordinate the actual install, including your NBN ULL ID.

But what happens if the big day approaches, you get your installation appointment and you realise that you’ve got to work that day? For many of us, that would entail taking a day off work to ensure that we’re home, which can represent significant hassle and potentially financial loss. For some workers, depending on your work circumstances and employer, it may be downright impossible.

In its most recent NBN product roadmap, nbn has signalled that it intends to introduce an after-hours installation service for customers on the FTTP, FTTN or FTTDP NBN networks. The proposal would see service hours of 5pm-9pm (Monday to Friday), 9am-12pm (Saturday and Sunday) or 1pm-5pm (Saturday and Sunday).

Getting a technician to turn up later in the evening or on weekends won’t be a free option, however.

As ITNews reports, when the after hours service commences in March, customers will pay a $150 fee for requesting a technician for work outside normal service hours.

You’ll also be hit with the fee if you cancel closer than 24 hours of the appointment time, or if the appointment is missed. Strictly speaking it’s a fee levied at the ISP end, because nbn itself doesn’t sell services direct to the end consumer. In the highly competitive Australian broadband space it seems unlikely too many telcos will be willing to suck up that particular fee if a customer requests an after-hours visit.

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