About 8000 Telstra customers were put on NBN plans which specified higher speeds than could be achieved on their connections, Australia's biggest telecommunications provider has confessed.
The company made the admission in a blog post by Kevin Russell, group executive, Telstra Retail.
In a post headlined "Understanding speed performance on the NBN", Russell said, after a long introduction: "We recently reviewed the speeds our customers are receiving on the NBN.
"While the vast majority are receiving the speeds they signed up for, we believe a small number of our NBN customers (approximately 1%) are not and we’re in the process of proactively contacting those customers to move them to a speed tier their NBN service supports.
{loadposition sam08}"In any cases where we believe that customers may have paid for a speed boost they haven’t benefitted from, we’ll be reimbursing the charges."
Telstra claimed to have nearly 800,000 customers on the NBN the last time it issued financial results.
Russell said in future, "in the first month after a customer takes up a speed boost we will also review their speeds and proactively contact them if we believe that they are not receiving the speeds they signed up for.
"Consistent with our commitment to our customers’ experience, we will then move them to the speed tier their NBN service supports and reimburse any speed boost charges they have incurred.
"This will help ensure that our customers get the best value from their package and the right speed tier at their address."