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  • Matt Balogh

Diary of an NBN Connection

Updated: Jun 28


58 East Crescent Culburra – a brand new house built on a vacant block, the front lawn of another house we used to own. The ‘other house’ is technically 58A, but had a separate apartment downstairs, so it used both 58 and 58A for electricity, phone etc.


January 12

Decide mobile telephone not sufficient – using both Telstra and Vodafone SIMs, speeds are slow, and there is no connectivity at all in peak times. Both networks behave the same – suspect they share the same resources. Colorbond clad house doesn’t help.


January 14

Contact Vodafone for NBN connection, as they have economical unlimited plan. Wooppee, you already have an active phone line, they tell me. No, the line labelled 58 East Crescent goes to the house next door, that is not us.

Vodafone: Just order from us anyway, maybe it will work.

Me: There is no phone line, can you connect that.

Vodafone: Really? Just order it anyway. Or, maybe call Telstra.


January 15

Call Telstra – I need a new phone line.

Telstra: no probs, we tested it, the line is working perfectly.

Me: There is no line, that one goes next door.

Telstra: You need to talk to your service provider.

Me: I don’t have a service provider, because there is no phone line.

Telstra: We can be your service provider, wooopee.

Me: I had Vodafone in mind.

Telstra: Then we can’t connect your phone line, you will need to ask Vodafone.

Me: Vodafone said to call you, because you provide the phone lines.

Telstra: Yes, but only if Vodafone ask us to, we don’t do this for individuals.


January 16

I go online to order more expensive NBN from Telstra, click on the option saying: this is a new connection.

Email from Telstra: Wooppeee you already have an active phone line, all you need to do is plug in the modem that we send you.

Try calling Telstra three times, when I select NBN new connection, it says thanks, try us online, and disconnects me every time.

Me: Attempt to Message Telstra – no wait, there is no phone line. Message service is closed. Post issue on Telstra Facebook Page. Nice person messages, call us during business hours. Also try logging the issue as a Telstra Fault.


January 17

Try calling Telstra three more times, when I select NBN new connection, it says thanks, try us online, and disconnects me every time.


January 18

Call Telstra. Get to speak to a human, superdooper. On phone for 1 hour 20 mins. Human very helpful, says you already have and active phone line, we can connect you right away. Woopppeee.

Me: That line goes next door.

Very helpful human says they will do a new order and delete the old one, and mark it as a new line requirement. Verbally arrange for technician to come on Friday Feb 12.


Make arrangements to go to Culburra on 12th February.


January 20

Two parcels arrive with modems from Telsta. Two (2).

Log into Telstra online. Can see two orders in process, one to be installed on the 8th February and one on the 12th February.

Try calling Telstra yet again, when I select NBN new connection, it says thanks, try us online, and disconnects me every time.


January 21

Message Telstra as follows:


Hi Telstra

I have been trying to call you, but if I say that I am calling about an NBN connection, it tells me to go online and disconnects the call.

I am arranging a NBN Connection for 58 East Crescent, Culburra Beach.

Note that there appear to be two orders for this.

Order 1-281418702010 can be cancelled.

Order 102815642743640 is the correct order, please don't cancel this one. This order has the installation set for the February 12 , which works for us.

Please confirm that the installers have been pre-notified that the phone line associated with this address has been connected to the house next door. There is no street connection. Can you please confirm that in response?

I have received 2 modems. Do you want one of these sent back?

Finally, please send me a transcript of this messaging conversation this email address.


Nice message back that the incorrect order is deleted and the records are correct.


January 24

Check online account - two orders showing.


January 28

Telstra call me to say that both orders are cancelled, and a new one is being arranged to install NBN. Both prior orders, for the 8th and 12th Feb still showing online. I say that I am worried that a technician may turn up on either or both of those dates, and if I am not there, things will get worse. Telstra assure me to ignore the dates in my online portal and say they will update it.


February 1

Telstra call again, and say that the order related to the installation of the 8th February is cancelled, but the order showing the installation date of the 12th February still stands, but that it won’t be on the 12th February, and they will update the information to show that. Both orders and dates showing in the online portal.


February 3

Telstra call and say that the order related to the installation of the 12th February is cancelled, but the order showing the installation date of the 8th February still stands, but that it won’t be on the 8th February, and they will update the information to show that. Both orders and dates showing in the online portal.


February 4

Online Portal now shows only the installation for the 8th of February.


February 5

Online Portal now shows both the installations of the 8th and 12th February.



February 6

Phone call from Telstra, great news, installation is on Tuesday 16th of February between 8 am and midday. They are fully aware of the need to connect from the curb, all is well, I commit to being there.


Make arrangements to go to Culburra on 16th Feb.


February 8

Voice message from Telstra – Grezila called. No further information.

Missed call from Telstra.


February 9

Telstra portal still shows to 8h Feb installation, but also shows 8 to midday 16 Feb installation, looking good!


February 10

Call from Telstra, are you all good for the appointment on Feb 16? Yup all good says I.


February 11



February 12 (Friday evening)

Text message at 5:09 pm – installation appointment rescheduled to 2 March between 8 am and midday.

Missed call from Telstra at 5:47 pm.

Text message at 6:49 pm - to call Telstra please call us.

Text message at 6:53 pm from a different number at Telstra – please call us.


February 13

I return Telstra’s call – The centre is closed, call back on Monday.

Telstra portal now shows 2 orders – 1 completed on the 1st Feb, and the other for installation on the 2nd March.


Make new arrangements to go to Culburra on the 2nd March.


March 1

Confirmation text message from Telstra - appointment for 2nd March between 8 am and midday.


March 2

11:59 am. Call from NBN technician, I'm on my way.


12:15 pm. Technician arrives: You needed to arrange the copper line from the Telstra pit in the street to your phone connection first. Get that installed by a technician, then contact Telstra and arrange a new installation date. I told Telstra there was no phone line on no less than four occasions, January 15, 16, 21 and Feb 6. Why did Telstra not advise me that I needed to arrange the phone line separately before the NBN appointment?


Arrange for technician to install phone line, he says it will take a couple of weeks.


March 4

Phone line installation from house to just outside NBN box on the street arranged for Friday March 19, quoted at $1,983.01.


March 11

Telstra call, new appointment made for connection to NBN on Friday March 26. Woo hoo.


March 12

Appointment not showing in Telstra login - hope it's ok.


March 15

Call from Telstra, installation rescheduled to Thursday 1st April. That time is also showing in the Telstra login, so that's looking good.


March19

Raining, phone line installation delayed to April 6.


March 24

Due to storms, phone line installation delayed until Tuesday 4th April.

Log in to Telstra portal to arrange change of date for NBN connection - oo la la - the installation is not showing at all.


March 25 - Morning

Message Telstra.



Oh dear, back to square one. After all, his name is Marvin.

After 52 minutes in the chat box, and being transferred to someone else, new appointment made for March 16.


March 25 Afternoon

Carmel tells me we have people staying at Culburra on March 16. Appointment needs to be changed, but now I have a link to change the appointment.


Clicking on reschedule appointment takes me to my Telstra service page.


March 26


March 28

New appointment made for April 16 for Telstra NBN connection.


April 6

Phone line connected.


April 16

NBN Connected. Technician comments that there was already a spare line right at our house, assigned to 58 East Crescent, so he re-routes that to us. Probably disconnected the neighbours in the process.



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