MyRepublic Fined $25,200 Over NBN Speed 'Fine Print'

Image: iStock

The ACCC just issued two fines, totalling $25,200, to NBN provider MyRepublic for "alleged false or misleading representations about its NBN service performance".

Between December 2017 and April 2018, MyRepublic marketed its NBN services using statements like "up to nbnTM100 Speed Tier" and "nbn™50 Speed Tier" on its website.

The MyRepublic website did have fine print disclaimers, but the ACCC believes they were ineffective "as they were not prominent and did not provide clear information".

"We were concerned that MyRepublic's use of the NBN speed tiers misled consumers to believe they would get broadband speeds of, or close to, 100Mbps and 50Mbps during all or almost all of the time, when that wasn't the case," ACCC Commissioner Sarah Court said.

"NBN speed tiers indicate maximum performance of a broadband service but a number of factors, including congestion during busy periods, affects the actual speeds consumers will experience," Court said.

Court days when choosing between broadband services, consumers need accurate information about the performance they should expect, particularly during busy periods.

"We've been very clear with broadband providers about this and reference to the NBN speed tiers alone is not sufficient."

The ACCC points out that payment of a penalty specified in an infringement notice is not an admission of a contravention of the Australian Consumer Law.

In August 2017 the ACCC issued its Broadband Speed Claims Industry Guidance which is a best practice guide intended to improve the information and support available to broadband consumers and to promote competition among broadband providers.

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Comments

    Don't be a bully to My Republic.

      I had MyRepublic 100/40 plan for $59.99 back when they started, was reasonably happy with it but near the end, the performance and reliability got worse, then they moved the price to $75 or something...

      I moved to another provider but am on 50/20 now for the same price, it will do, I like 100mbit but just not willing to pay a arm and a leg for it.

      Last edited 23/07/18 7:40 pm

      They should have been fined more. They are either completely incompetent or flat out malicious liars.

    Yeah, If you say something misleading and then try to protect yourself in the fine print you actively try to make hard to read you should be fined.

    I've been a MyRepublic customer since the day they started in Australia, around November 2016 and besides the long queues for customer service (on the very rare occasion I need to call them) I have absolutely no complaints.

    Whatever their fine print reads should not matter when they told you up front what your address was capable of achieving both on their website and on the phone. They did not try to oversell me (or anyone I've recommended them to since) one time.

    ACCC need to worry less about the fine print and more about the state of the NBN as a whole. I've been one of lucky few with very minor, irregular issues but it's clear that the system as a whole is train wreck.

      ACCC need to worry less about the fine print and more about the state of the NBN as a whole.

      That's not their jurisdiction. That's the realm of the telecommunications ombudsman

        wrong, but they guys who job it is, doesn't have any experiences in IT, and some of the previews that held that position could even turn on a pc, but yeah good luck.

      MyRepublic are the worst excuse for an ISP I have ever experienced in my personal or professional life. They were cheaper than my current provider so I decided I would give it a go. I'd get a speed increase and a price drop. Sweet!

      Signed up and switched over. First of all, I'll say that it was fast. Speedtested to about 97Mbps. Nice. Then I found out that this speed was only at noon on weekdays. During afternoon and evening, when I was actually home I got between 3 and 1. Netflix would stop to buffer (I never even experienced this on ADSL1). I rang up and they mentioned capacity upgrades that weekend. It got worse with speeds of 0.01Mbps at times.

      After their lies, I cancelled the service. They cut the service but charged me for another month. I ran up, they said sorry and they forgot to cancel the payment??? Promised refund. Never came. Got charged again the next month. Rang up, they promised to cancel again. Asked about refund. Promised refund again but then denied it was possible to refund previous month which they had previously promised. Waited and no refund. Called several times with no resolution.

      Got sick of them and contacted the ombudsman. Sent an email to their "fix shit" person and said "Fix this shit in 2 weeks or bad things will happen". Got emails the next day and all my refunds finally.

      What a joke of a business.

      iiNet/Internode are measurably hundreds of times better plus if you ever ring up, you don't have to wait in a queue.

        This was me with telstra for 6 months having swapped to myrepublic in january after 4 recontract charges from telstra and it took 6 months and several calls asking me to pay my bill which kept accruing late fees for a service i didnt have anymore

      The problem is you can't determine the maximum attainable speed at an address until a connection has already been established so they can't just chuck it on the website. That's why were have this national average typical evening download speed stuff which still won't tell you if your one address specifically is fucked because the copper line for NBN FTTN isn't fit for purpose.

    I sighed up with these guys for 5 days before I switched again. The first 2 days the speed never dropped once could watch Netflix and game etc no worries. Then it was barely above 8mbs down form 43mbs which I only got at like 1am .

    Their service is terrible, their staff were not much better and they tried to change me again also.

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