topic NBN connection Credit check? in Internet Accounts & Plans

NBN connection Credit check?

Nath3151 — Tue, 28 Jan 2025 02:15:23 GMT

Recently signed up/had a modem delivered from AGL and the DSL light wont activate after being plugged in as instructed out of the box, Via live chat i've been told I need a credit check from NBN?This seems a strange process, given i've just moved in so dont really have any bills/documents with the new address on them. Does this also mean NBN has never been connected to this residence before? There's a splitter clearly labelled "NBN" in the lounge room.

Live chat haven't been super helpful, aside to refer me to a "special team" who never contacted me, after I followed up again on live chat ive been given a ticket number but nothing was ever really explained to me and my questions where specifically ignored.

Super confused and im a week in with still no internet or any real contact from AGL aside from when I initiate and waste 2-3 hours on live chats for no real answers. Just hoping this is a somewhat normal process or am I going to hit Friday with no responses again 😕

Re: NBN connection Credit check?

Sheena_AGL — Tue, 28 Jan 2025 23:22:01 GMT

Hi @Nath3151
I am so sorry to hear this is the experience you have had with us, I can't begin to imagine how frustrating this will be for you.
I will advise as I would not be able to get your account details on this platform, I will ask you will need to contact us on 131245, or contact us on our live chat platform, you can speak with our Experts team and we will be able to look into this further.
With no DSL light on your modem it can mean that there is a fault with the NBN line, and we would need to escalate this to NBN and have a scheduled appointment for NBN to resolve this for you.
Thank you, Sheena
AGL Telecommunications

Re: NBN connection Credit check?

Nath3151 — Wed, 29 Jan 2025 00:34:57 GMT

Thanks Sheena, do you have any idea about the credit check part?

Re: NBN connection Credit check?

Sheena_AGL — Wed, 29 Jan 2025 23:57:31 GMT

Hi @Nath3151
No the credit check part I am not 100% sure of.
When we process the order, we do the credit check and not NBN, NBN should not be doing a credit check as your services are with AGL.
I will advise there may be notes on your account or on your NBN plan with us where we may be able to look into this for you further.
Otherwise, if there is no information provided on your account or your NBN service, I can recommend you make a complaint with NBN and they will be able to investigate this for you.
Thank you, Sheena
AGL Telecommunications