Telstra has announced that it will offer remedies to customers after promising internet speeds they couldn’t deliver.
Around 42,000 customers who were sold some of their Super Fast Speed Boost NBN speed plans and were not delivered on promised speeds of up to 100 MBPS (down) and 40 MBPS (up) are affected.
The investigation which was conducted by the ACCC has proven that many of these customers were not only unable to reach these speeds, but also unable to reach speeds of lower NBN plans.
The issue affected a range of customers across a number of different tiered speed plans, including:
- 26,497 (56%) of FTTN customers on the 100/40 Mbps plan could not receive 100/40 Mbps. Of those customers, 9,606 could not receive 50/20 Mbps, which was the next speed tier plan down.
- 6,352 (45%) of FTTN customers on a 50/20 Mbps plan could not receive 50/20 Mbps.
- 9,342 (2%) of FTTN customers on a 25/5 Mbps plan could not receive 25/5 Mbps.
Any of the customers affected will be offered the below by Telstra:
- a costless exit from their contract (including any bundle) and a refund
- moving to a different speed plan and receiving a refund
- remaining on their current speed plan and not receiving a refund.