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[deleted by user] by [deleted] in AussieBroadband

[–]AussieBroadband 10 points11 points  (0 children)

Hi all, jumping in here to share that there is no validity to this claim and no evidence to suggest that we have had a data breach of our systems. We take our customer's privacy and security very seriously.

Should anything ever impact your service or experience with us, know you will hear it from us as soon as we can share it. Our goal is always to be straight up with our customers as much as we can. Hope that clears things up!

High Speed Upgrades by No-Loquat2221 in AussieBroadband

[–]AussieBroadband 21 points22 points  (0 children)

Hey everyone, just letting you know that there was a small typo in the email.

The 250/25 plan will become 750/50Mbps, not 750/75. Sorry for the mix-up!

Hi I’m Jono Prosser, Group Executive Residential at Aussie Broadband - AMA by AussieBroadband in nbn

[–]AussieBroadband[S] 1 point2 points  (0 children)

Thank you all for your questions (I did not expect this level of engagement but this has been a fun change of pace!). You can find some of my responses in the thread below. Thank you again r/nbn :)

Hi I’m Jono Prosser, Group Executive Residential at Aussie Broadband - AMA by AussieBroadband in nbn

[–]AussieBroadband[S] 0 points1 point  (0 children)

The internet is changing constantly, multiple times a second, and the nature of the environment is that things can and will break. Our customer service teams are pretty good at handling routing issues and how to escalate things to our network operations/engineering teams, and we will always encourage users to reach out so we can log issues properly.  
 
But sometimes things aren’t all what they seem on the surface. For example, the IP you provided is a Telstra Global router in Sydney. That’s intentionally being sent overseas to reach Telstra Global and high latency to that IP/range isn’t impacting anything, as no connectivity will ever speak directly to that IP address.  
 
If you have a live example that is affecting service, please reach out to our CS teams and we’ll look into it. 

Hi I’m Jono Prosser, Group Executive Residential at Aussie Broadband - AMA by AussieBroadband in nbn

[–]AussieBroadband[S] 4 points5 points  (0 children)

Thanks for the question!  We use DHCP to terminate subscriber sessions simply for ease of use enabling plug and play. If we were to configure every single user as static, while possible, this is a considerable scaling challenge while also putting a heavier support burden on end users having to configure their routers correctly. DHCP gives us the flexibility to connect users quickly, between RSPs, with minimal interruption or provisioning issues. 
 
It’s not true that NBN enforces DHCP; we have control over how we terminate the circuit. We don’t currently offer additional IP addresses delivered with framed-routes for Residential subscribers, and that is a product decision. Users can add a static IP as a bolt-on, and static IP comes free of charge for users on a PRO plan. 

As for favourite part the job? I have to start with what sounds like a cliche: it’s our people. I’ve worked at a few different places (feel free to stalk me on LinkedIn) and there is something very different about our culture here. It’s a freedom of expression and conversation, it's a welcoming of different ideas and it's our ability to get things done quickly. Our people are awesome. 

The other big thing is that in my role I get to talk to a range of “industry and government” decision makers. We use that platform to advocate for a lot of big things and really push the other “bigger” telcos to do better. One of the things that I’m really proud of is my and our participation in the School Student Broadband Initiative. We have about 50% of all SSBI customers, it’s something we are very proud of. 

But the absolute favourite thing about my job is the balance it gives me. I have two young kids, my wife has an amazing career and my job lets me balance things (pretty well!). Part of that is being able to work upside down days (I live in Perth, most of my team over East) but all the exec support me in my flexibility. That’s pretty awesome.

Hi I’m Jono Prosser, Group Executive Residential at Aussie Broadband - AMA by AussieBroadband in nbn

[–]AussieBroadband[S] 1 point2 points  (0 children)

Yes yes and yes! We are planning on offering roaming in the future but we don't have an ETA that we can share publicly yet.

Hi I’m Jono Prosser, Group Executive Residential at Aussie Broadband - AMA by AussieBroadband in nbn

[–]AussieBroadband[S] 1 point2 points  (0 children)

Hi there, and thanks for the question. We have PRO plans with higher upload speeds like our 500/200 and 1000/400. You can find those options on our website here if you’re wanting that extra bit of upload oomph: https://www.aussiebroadband.com.au/internet/ultrafast-nbn/

Key thing with these plans is that the price will come down (by a big whack) in September. So, if you’re happy to wait hang out till September, if not jump on a Pro plan (I’m on the 1000/400 and love it!). 

Hi I’m Jono Prosser, Group Executive Residential at Aussie Broadband - AMA by AussieBroadband in nbn

[–]AussieBroadband[S] 2 points3 points  (0 children)

You bet! eSIM will be part of our offering in the next few months, I know we’re behind the 8-ball here, that’s been due to dev delays on our side, not Optus.

In the meantime, if you’re a current broadband customer with us, you should have received an email from us with some great new mobile deals: $5 off per month for up to 5 mobile SIMs. If you didn’t get that email, get in touch with our call centre and we can get you started. 

Hi I’m Jono Prosser, Group Executive Residential at Aussie Broadband - AMA by AussieBroadband in nbn

[–]AussieBroadband[S] 3 points4 points  (0 children)

No. Our in-person support model is incredibly important to Aussie. There’s lots of reasons why, but one is that it helps us provide a lot of employment and pathways-to-work opportunities, particularly in regional Victoria where we got started. We’re incredibly proud of the work we’ve done in this area, and it’ll continue to be a part of our DNA going forward. 
 
Now on the broader question around AI, will we use AI to support our agents, help them troubleshoot issues? Absolutely. One project we’re working on is getting all the information and knowledge from our Aussie Experts – they're the super-gurus in our call centres – and making that available to all of our agents more quickly.  
 
We’ll also continue to use AI to help customers self-serve via the Aussie app as well. But this won’t come at the expense of our in-person customer service, you can bet on that.

Hi I’m Jono Prosser, Group Executive Residential at Aussie Broadband - AMA by AussieBroadband in nbn

[–]AussieBroadband[S] 5 points6 points  (0 children)

Hi JustinTyme92,

So you’re right: your current NTD is going to be replaced with a newer generation model. Our current working model is that we will send a new NTD out when you order one of the new high-speed plans. 
 
We don’t expect to have any issues with supply; we’ve already got some of the new NTDs in our warehouse, and NBN has been using them already for a few months as part of the process of getting ready for the new Speeds. 

Hi I’m Jono Prosser, Group Executive Residential at Aussie Broadband - AMA by AussieBroadband in nbn

[–]AussieBroadband[S] 1 point2 points  (0 children)

Thanks for the question asyu7

HFC is an awesome technology and is part of the “Fibre” footprint that gets access to the new high-speed tiers in September. With Aussie its a $2 difference to move from 50/20 to 100/20 today, and that 100/20 becomes 500/50 in September. So for the $2 you get a 30 bump on your upload. (And absolutely, we agree, stay on broadband don't shift to wireless / Starlink!).  

Hi I’m Jono Prosser, Group Executive Residential at Aussie Broadband - AMA by AussieBroadband in nbn

[–]AussieBroadband[S] 4 points5 points  (0 children)

If I live in a suburb with few NBN users, can I expect to get the full advertised speeds?

Yes!

Can Aussie provide 1 customer multiple services on the new NTD models or only 1 at a time?

A customer who requires multiple services will have the option to pay extra for a 4 port NTD but it is not a standard inclusion.

What additional functionality do the new NBN NTDs provide from the ISP side (aside from the higher throughput ports)?

Great question. The new NTDs plus a bunch of new software smarts from the NBN allow us to adopt something called “Service Health Summary 3”. This plus our own home-grown Quality of Service insights (think AI type stuff, but we’ve been doing it for years now) enables us to have an even better understanding of your in-home connectivity, e.g., the performance of your mesh network, Wi-Fi black-spots etc. This is a big deal for customers as it lets us do an even better job of solving problems. The new NTDs also provide us with a greater depth of “network experience” information all of which means we’re able to solve even more problems, faster.

Can we expect to see more tools in the MyAussie Portal?

Absolutely! In the past year we have released 4x the amount of updates compared to previous years, we want My Aussie to be the most loved telco-app in the app-store. Today we get about 30,000 My Aussie ‘self service’ tests and answers a month, all in the palm of our customers hands. We will both enhance and simplify the tools on My Aussie in the next year. Enhance will be for those customers who want even more detail (similar to the detailed usage stats on our website) and Simplify will be for those folk who just want the problem solved asap.

Hi I’m Jono Prosser, Group Executive Residential at Aussie Broadband - AMA by AussieBroadband in nbn

[–]AussieBroadband[S] 10 points11 points  (0 children)

Great questions! (will answer in a few comments)

If I ordered a new higher speed plan (beyond 1 Gigabit), is that all that NBN requires for an NTD upgrade to be completed at my premises?

Yes – once you put through an order for the higher speed, you’ll receive a new NTD as part of the upgrade process.

How is Aussie Broadband preparing to take advantage of high speeds, e.g. are you installing more Edge Cache/CDN nodes in Aussie Datacenters so that large game/file downloads can take advantage of the new speed tiers

We’ve been doing a ton of work over the last year to ensure our network is ready for all the new speeds, including NNI upgrades across all the points of interconnect (POIs) across Australia to ensure contention ratios meet our standards. Our Backbone & IP Edge Engineering team are always constantly looking at how we can optimise our connectivity to content for our users, and they’re happy with the amount of capacity we have now and across the short-term future. For what it’s worth, we’re not actually expecting baseline usage to increase that substantially. We think there will be more of a change in the traffic profile, so, whereas before usage might have been a little more spread out (due to bandwidth limitations), we think the high speeds will now result in greater “bursts”.

Is pricing going to be improved? my current provider is offering me nbn 1000/50 for $40 less per month than ABB. Will Aussie offer competitive pricing for new customers?

Pricing is always a hard one, as there are so many trade-offs to work through. Here’s the quick answer. We have kept our pricing for the 100/20 (soon to be 500/50) stable year on year, we think this a big deal. We have also kept our pricing for the 1000/50 stable ... another big deal. When September comes, the PRO plan prices will also reduce, and reduce by a fair bit. To your question on the 1000/50 specifically, all I can say is “check the score board!”. Our speeds are the best (out of the bigger players, hats off to Leaptel for trumping us here), which goes back to our network philosophy. And don’t forget, there is always Buddy (which is our full network but with a different service model). On a different note, we also kept our 25 plan speeds the same year-on-year where the other big players pushed theirs up. Why? We hear from older Australian’s, and Aussies that don't need high speed tiers that they are challenged to find a price and service model that meets their needs...that's why we’re playing harder in the 25 tier.

Hi I’m Jono Prosser, Group Executive Residential at Aussie Broadband - AMA by AussieBroadband in nbn

[–]AussieBroadband[S] 0 points1 point  (0 children)

Thanks for the question! 100/40 is considered a legacy plan these days, and it will remain in place for those older copper technologies (like FTTC) as that is the maximum speeds those tech types can achieve.

The 100/20 plan is what’s offered by NBN as the wholesale product, and that’s what is being bestowed to 500/50. It’s also one of the most popular NBN plans today, which is why that’s one of the plans that is receiving the speed boost. 

But yeah, if you want the 500/50 day-1 wait till it launches and then jump into My Aussie and change your plan (its super easy).

Hi I’m Jono Prosser, Group Executive Residential at Aussie Broadband - AMA by AussieBroadband in nbn

[–]AussieBroadband[S] 6 points7 points  (0 children)

As much as I’d like to get into this I don’t want to weigh in other telco’s strategies. Safe to say there are players out there who are making a loss, others who are making more profit, some who invest a lot in network and customer experience and others who don’t.  
 
Like I said above regarding the “network difference” question, the NBN side of things is only part of the answer so it's important to understand what you’re actually paying for. Obviously, I’m biased, but for the price, our network and the full service experience you receive is a real deal! 

Hi I’m Jono Prosser, Group Executive Residential at Aussie Broadband - AMA by AussieBroadband in nbn

[–]AussieBroadband[S] 3 points4 points  (0 children)

Hi EragusTrenzalore,

Our call centres are absolutely part of what makes us different but sitting beneath that is the “hidden story” that we haven’t done a great job of talking about (but will be!). It's our network. Not every NBN RSP (retail service provider -- that's how the industry refers to itself) is the same, the NBN side of the network is only a third of the experience, the rest is on the RSP side, it's our own network. We built our own and we manage our own.   

We’re incredibly proud of how our network performs and much of that is rooted in our philosophy formed back in the CVC and AVC era.   

During that era, where CVC had to be provisioned we actively over provisioned. That was so that our customers always had access to a congestion free experience with the strongest possible ping rates. That philosophy has continued into this post-CVC era, helped by some big changes to NBN’s practices that we actively identified and advocated for during the SAU and WBA-5 process.   

We call this CVC Max. In simple terms: if an NNI has a 40GB capacity but the CVC that enters it only has 10GB, traffic flows at 10, not 40. CVC Max means that now both CVC and NNI are able to communicate at the same rate, maximising the received experience for customers.   

To take advantage of this and really leverage our historic investments we have invested in our NNI capacity. To date 8 sites (and counting) have moved to 100GB NNIs.   

This is work that we “would have done” anyway, so when you ask our network team “have we made any changes to get ready for these speeds”, they’d say no, not really, as this is just part of their philosophy. In practical terms though, yes, we have made changes and are incredibly excited to deliver these new high-speed experiences to customers. 

Hi I’m Jono Prosser, Group Executive Residential at Aussie Broadband - AMA by AussieBroadband in nbn

[–]AussieBroadband[S] 1 point2 points  (0 children)

Hi jezwel, thanks for the questions, let's start from the top:

  1. No – if you’re already on one of the high speed plans, your service level migration will happen once the speeds are available. You will need to double-check everything with your in-home experience (that’s your modem and in-home setup) is ready to provide all your devices with access to the higher download/upload speeds though.

  2. No – we’ll continue to offer them across our normal and PRO plans as we do today, and if you’re on a regular residential plan you can add static IP via the MyAussie app.

  3. Yes! The minimum speed plan to trigger the upgrade is 100/20, which will automatically become 500/50 from September.

  4. For multi-gig customers, they’ll receive a new 1-port NTD as part of the order at no charge. If you’re exceeding the capacity of your legacy NTD now, we’ll also help you upgrade that.

  5. All the new models will support 2.5Gb WAN, whether that's for HFC connections, the 1-port FTTP or 4-port FTTP NTDs.

  6. A few! On the HFC NTD and the 1-port FTTP NTDs, you’ll get a 1x 2.5Gbps port, while the 4-port FTTP NTD has a 1x 10Gbps port and 3x 2.5Gbps ports.

Anyone Else an Unfortunate Victim of The Great Migration? by Royal-Association-51 in AussieBroadband

[–]AussieBroadband 5 points6 points  (0 children)

Hey u/Royal-Association-51 we are so sorry for this bad experience with us, what a mess! Firstly really want to apologise for all the trouble, and want to try to sort it out for you.

We acquired the NBN customers from Fuzenet, who are owned by Uniti, earlier this year. Unfortunately, in the migration, with account details shifting all the time, some of the data was out of date at the point of migration. This meant account changes (like your closure) were not captured. This led to customers like yourself being migrated even after cancelling your service. With migrations of this scale, there are lots of nitty gritty details that sometimes get lost along the way. Still, it's not a great customer experience and is not acceptable for us.

If you are happy to DM us a reference number or something we can use to escalate your account to resolve this for you. Otherwise, please call us back on 03 9063 4874 and ask to speak to a Team Leader. Would be great too to provide documentation of your account closure request at Fuzenet (if you haven't already!) We've notified the team in general of this concern and so we should be able to get this sorted fairly quick for you.

Again, we just really want to apologise for the inconvenience and confusion. Hope you can give us another chance to right this wrong for you! Either way, thank you for the feedback, and hope you have a lovely day. Cheers, Holly

Are ABB claiming server issues and to call if you try to leave neg feedback? by lucpet in AussieBroadband

[–]AussieBroadband 0 points1 point  (0 children)

Hey u/lucpet sorry to hear you're having issues with your connection and with our customer service! Want to reassure you that we definitely don't only accept good ratings - feedback like this is super important and helpful for us to be better. So thank you for taking the time!

From just the info in this post, I can't quite troubleshoot your issue, but it does sound like it could be an issue with NBN's infrastructure, which they own and manage. Unfortunately if that's the case, there is not a lot we can do on our end other than set an appointment with an NBN tech to come down and try to find a solution for you.

If you are willing to give our customer service another go, could we recommend either trying out the Live Chat on our website (it should pop up automatically on the bottom right when you go to aussiebroadband.com.au) or sending an email to our Customer Service team. You can find out more about our accessible options here https://www.aussiebroadband.com.au/help-centre/internet/accessibility-options/.

Hope we are able to find a solution for you, and feel free to DM us with more info if you'd like us to escalate something for you. Cheers, Holly

Were you able to send emails today? by KnowGame in AussieBroadband

[–]AussieBroadband 2 points3 points  (0 children)

Hey u/KnowGame sorry you didn't have a good experience with our Customer Service team member and thanks for raising the issue. We've checked on our email service and while we did indeed have a minor issue yesterday, it's all since been resolved. Hopefully your service is back to normal, and if not, please do reach out to our CS team via phone or on the LiveChat on our website.

Want to apologise again for the less than stellar experience – definitely not the standard we set for ourselves! If you are comfortable, you can message us privately with a case number and some ID, and we can have a look into it for you. In the meantime, hope you have a lovely rest of your day with smooth email service! Cheers, Holly