Over 5000 Dodo, iPrimus And Commander NBN Users Are Getting Refunds

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The ACCC has announced that over 5000 customers with Commander, iPrimus and Dodo Internet will receive refunds after their NBN connections were unable to receive the advertised speeds.

According to the release, 3384 customers with Dodo, 1912 customers with iPrimus and 565 customers with Commander internet connections will receive "options for remediation", including the ability to exit their plan with a refund or a transfer and refund to a lower speed plan.

The vast majority of the customers affected - precisely 70% of Dodo and iPrimus users, and 83% of Commander users - were on Fibre to the Node technology:

The majority of the customers affected were using FTTN technology:

2,436 (70%) Dodo customers on a 100/40 Mbps plan could not receive 100/40 Mbps. Of those 2,436 customers, 1,037 could not receive even the next lowest tier of 50/20 Mbps.
904 (70%) iPrimus customers on a 100/40 Mbps plan could not receive 100/40 Mbps. Of those 904 customers, 396 could not receive even the next lowest tier of 50/20 Mbps.
283 (83%) Commander customers on a 100/40 Mbps plan could not receive 100/40 Mbps. Of those 283 customers, 104 could not receive even the next lowest tier of 50/20 Mbps.

"Dodo, iPrimus and Commander have admitted that by offering speed plans that could not be delivered, they likely breached consumer law by engaging in misleading or deceptive conduct and making false or misleading representations," Sarah Court, commissioner at the competition regulator, said.

Customers with the three ISPs will be contacted via email or postal mail by April 27.

The undertaking from the three ISPs to offer remedies to users comes after Optus, iiNet, Internode, Telstra and TPG contacted users with a similar offer. Affected Optus, iiNet and Internode NBN users should be contacted over the next month with their available options, if they haven't received word already.


Comments

    All ISPs have this problem.
    And it's got everything to do with the way this government has done it's "mixed technology" roll out.
    By reusing cabling that everyone knew was sub-par you were guaranteeing customers were not going to get the speeds they paid for.
    It's not the ISPs fault. They should be passing this cost onto the people that have caused this whole mess in the first place, the current government.

    Last edited 23/03/18 12:26 pm

    This is Australia's FUTURE proof NBN, Fk the neo liberal bs that the liberals recycle, Fk Turnbull, Hope he's remembered in the decades to come as the idiot who ruined Australia's technological ability to compete with the rest of the world, What do we do when China's eco push fk's our mining trade with them, Ppl don't know just how hard China is pushing the eco technologies, They have a river with hundreds of floating solar panels on it etc.They have strict eco requirments on new cars, They are pushing a "coal is bad" agenda & we're relying on them to ALWAYS buy our coal lol Crazy.

    TPG was the same. Received an email about them breaching Australian Consumer Law and that I'm entitled to a refund. In the middle of organising to go to a different provider.

      It will be the same issue with any other provider as the NBN Co are the ones who built the network and thus decide how fast to make the network no TPG, Optus, Telstra or anyone else.

    I had the same issue with Optus.

    Paid for a "Speed Boost" package to get up to 100 Mbps download when I first got NBN but after having some line issues the techs that came out to fix it told me flat out that I'm wasting my money on the boost because the lines physically cannot handle that much download.

    Rang Optus and cancelled the Boost but they refused to refund me.

    I notice Optus are still advertising these Boost packs on their website, too.

    What about my republic?

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