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Slow NBN: TPG the latest telco to compensate thousands of customers

http://www.abc.net.au/news/2017-12-2...speeds/9275336

he number of customers who will be compensated for their slower-than-expected National Broadband Network (NBN) speeds has reached nearly 60,000.

TPG is the latest telco to admit its likely breach of the Australian Consumer Law (ACL), by misleading almost 8,000 customers on the maximum speeds they could reach through its NBN plans.

This follows Optus' announcement last week that it will compensate more than 8,700 NBN customers who received less than they bargained for.

Both networks pale in comparison to Telstra, which will offer compensation to around 42,000 of its NBN customers.

For almost two years, TPG advertised its, "Seriously Fast Internet. Up to 100 Mbps".

But its customers achieved speeds which were anything but seriously fast.

TPG's premium plan was meant to offer maximum download speeds of up to 100 megabits per second (Mbps), and maximum upload speeds of up to 40 Mbps (100/40 Mbps).

The ACCC has revealed 62 per cent of TPG's FTTN (fibre to the note) customers on that plan (7,509 people) were unable to reach such speeds.

Furthermore, 28 per cent of those customers (2,088) could not even reach half of that speed.

"The technical limitations of NBN's fibre-to-the-node technology meant many TPG customers could not reach the advertised 100/40 speeds they paid for," ACCC chairman Rod Sims said.

"Some couldn't even get half those advertised speeds.

"TPG charged customers higher prices for the promise of faster speeds, misleading many customers into paying a premium price for a service they could not get."

TPG has provided a court-enforceable undertaking to the ACCC, detailing the remedies it will provide to affected customers.

Customers will be entitled to get refunds, transfer to lower-speed plans, or exit their plans without incurring penalties.

TPG will contact its affected customers by March, next year.