NBN - Dirty Deeds Done Dirt Cheap | Dirt Report

A difficult NBN installation

The case involved an 80-year-old woman in Narre Warren South who was left without a working landline for two weeks after an NBN fibre installation. Her mobile phone reception was reportedly patchy, making the loss of the landline particularly inconvenient. The installation was arranged after her husband had switched telecommunications providers.

The NBN equipment was placed on a wall close to where the fibre entered the home. However, there was no power outlet nearby, so an extension lead was used. The equipment was also some distance from the location where the home's existing telecommunications equipment needed to connect. This created concerns about the appearance, practicality and safety of the installation.

What the installation guide says

The video examined an NBN installation quick reference guide, identified as version 2. The guide says installers should introduce themselves, show the resident the equipment, ask about medical or security alarms, discuss continuity of service and identify and document the agreed equipment location.

The resident-facing guidance states that the equipment should be located where the fibre can be safely and efficiently run without special access work. It should also be near a dedicated power source or an appropriate safe alternative, inside a surface exterior wall and accessible for cabling.

The guide also says that the customer is responsible for providing a dedicated power outlet. If one is not available, a powerboard or extension lead may be used, provided a visual inspection determines that it is safe. The footage did not establish whether the extension lead in this case was assessed as safe.

Questions about responsibility and cost

The report suggested that the installer may have taken the quickest route by placing the equipment where the fibre entered the property. Contractors are paid per installation rather than by the time taken, according to the discussion in the video, which can create an incentive to complete work quickly. However, the available report did not show every detail of the conversation between the installer and the resident, including whether the proposed location was explained and approved.

Moving the NBN equipment after installation can involve arranging a private cabler at the customer's expense. The video noted that the quoted potential cost of around $6,000 for relocating the fibre cabling was not the only possible approach. Installing a new power outlet near the existing equipment, along with Ethernet cabling to the preferred room, could be a less expensive alternative, although the actual cost would depend on the work required.

The discussion also noted that NBN equipment should not be installed near wet areas or kitchens. Every property has different cabling, power and access constraints, so the most suitable location may not always be the same as the location of the previous telecommunications connection.

The reported outcome

After Nine News became involved, NBN returned and moved the equipment to a more suitable location at no cost to the customer. That outcome resolved the immediate installation issue, but it also left a broader question about why a more appropriate location was not selected during the original visit.

The case highlights the importance of discussing the installation location with residents before work begins, particularly when the customer may have limited experience with NBN equipment or limited access to online information. It also shows why customers should ask where the equipment will go, how it will receive power and how it will connect to the home's existing network before approving the work.