NBN Onboarding - Remote Activation

[ThirstyOctopus]

How does the NBN onboarding process work? 

I signed up on Sunday and today Tuesday I got an SMS saying: 

"please contact AGL on 1300 001 038 to complete your Network Termination Device (NTD) test. This will allow nbn co to complete remote activation of your service. Thanks, AGL Team"

So I called the number straight away and after half an hour wait the customer service rep had no idea what I was talking about or what to do so he said "I will find out what the issue is and call you back within 24hr to 48hrs".

Not great first experience as it seems that the onboarding processes hasn't been planned out properly. If you get such a text from AGL asking you to call and you call the person on the phone should know what needs to be done to do the remote activation, it should be a very quick process.

[David_AGL · Accepted solution]

Hi @ThirstyOctopus. Agreed - it looks like something may have gone wrong with the onboarding process here, so I'm sorry about that. Unfortunately I don't have the required access to your account so I won't be able to investigate directly. Support should get back in touch within the specified window, and hopefully they will be able to sort this out quickly.

 It may also be that the text was sent in error. Is your internet service connected and working at this point?

[ThirstyOctopus · Accepted solution]

Hi, 

Thanks all good, I called the same number again and this time it was someone that did know what to do and they actioned the remote activation. So sorted now. 

[Marie_85]

I have been waiting 5 weeks for my NBN to be set up. I asked for activation on the 21st, called 3 days ago, they said it would be up and running within 24-48 hours and I still have nothing? We haven’t had someone come to set up our new NBN in our new home or anything? I can’t seem to get in contact with someone who know what’s going on? 

[Sheena_AGL]

Hi @Marie_85 
I am so sorry it has been 5 weeks and still no connection, I can't begin to imagine how frustrating this would be for you.
I strongly suggest that you give us a call on 131245, ask to speak with the experts team so that we can assist further with getting this connected for you, it shouldn't have taken 5 weeks.
Warm regards, Sheena
AGL Telecommunications

[Jk37]

I’m sick of this company. Been waiting like 4 weeks for nbn to be set up being given the run around. A technician has set it up and the fibre has been dug and connected yet they still can’t switch on it there end. Something dodgy going on there. Spoken to multiple people at tech support 98% of them are rude and just keep saying the same thing. 

I need internet for my medical. As it is I have had to purchase excess amounts of data which has put me in financial stress.

this is ridiculous it’s not that hard to set up internet. 
I was signed up to fibre to the premises without permission when I had a copper wire so could easily get fibre to the node. Yet they wouldn’t do a service roll back from fibre to node. I spoke to other companies who all said it can be done but unfortunately they can’t even try or I can’t connect to them because agl blocked it.

Call up agl asking for the roll back so I can have fibre to the node as I’m sick of waiting first guy abused me and hung up on me. Second guy said it can’t be done and kept making excuses so I ask for an Aussie. (The Aussie wasn’t much help either) 

If you don’t want my business that’s fine just tell me I have power gas phone and trying ir internet as I wanted to bundle them and stay loyal but loyalty is unknown these days. 
very very close to throwing in the towel and moving companies. 
clearly agl do not care and they just give you the run around.

there energy department is great 

all they do is blame NBN and make excuses. 

[Natasha_AGL]

Morning @Jk37
That was frustrating for me to read, I mean that level of service especially yourself saying agents have abused you is so horrible I am so sorry. 
I know my sorry doesn't make a difference I do understand you need the NBN due to medical reasons, I get that would be difficult, and having to spend your own money on the data so you can continue with your services. 

We are able to take a further look into this for you and raise feedback to the agents you spoke with who were not very nice to you. I can understand your point saying we do blame NBN, sometimes that is the case in some situations, In your case it sounds like NBN had actually changed the status of your address to Fibre, once that has been done we are unable to reverse it. But I get that the issue started with us by requesting the Fibre instead of fiber to the node. 
I can understand why you would be frustrated with this, I mean I know I sure would. 
I would appreciate if you could call us on 131245 or chat with us on the live chat platform and we will absolutely be able to take a look into this if you will allow us to do so. 
Otherwise we are limited as to what we can do over this platform, are you up and connected now with the internet?

Kind regards Natasha,

AGL Telecomunications.