Consumers struggling to get a broadband connection while they wait for the NBN to be available in their area can now turn to the Australian Communications Consumer Action Network (ACCAN) for help.
ACCAN has launched a new consumer resource — "Get Connected" — which provides information on how to get a broadband connection, including a mapping tool and a series of steps to explore the options available in the market.
The steps outlined in the Get Connected resource provide consumers with actions they can take to get a service, by checking if there is an ADSL waiting list with their service provider or checking if other providers can provide services to them.
ACCAN chief executive Teresa Corbin says issues accessing ADSL services have become a common complaint for consumers, particularly those who move into new areas.
{loadposition peter}“We often hear from consumers who have moved into a new area only to find out there are no ADSL services available to their new home.”
The mapping tool also helps consumers to understand the reasons that may be preventing them from getting an ADSL service, including if there are few ports available at the local exchange, if the neighbourhood is too far from an exchange or if the exchange is not ADSL-enabled.
Corbin says the NBN will be connecting all areas and offering fast broadband connections for consumers but, she cautions, some consumers may be waiting “months or years” for the NBN to reach them.
“This mapping tool and accompanying useful steps will help them to make a decision about what services would meet their needs in the short to medium term,” Corbin says.
“The mapping tool will be useful for consumers moving into a new house to check if there are issues with broadband services before they move and also to consumers who will be waiting a long time for an adequate service.
“We often hear from consumers who have moved into a new area only to find out there are no ADSL services available to their new home.
“We are seeing a lot more consumers who are unable to get any connection and are told there is no waiting list and have no affordable and suitable alternative options available to them.
“We hope these resources will empower consumers to get the broadband services they need. We know there is a lot of confusion and consumers don’t understand what to do.”
Corbin called on service providers to maintain and increase investments where it is needed and says investing now will make a big difference for consumers, while providing a sufficient return for the providers.
“We urge the industry to increase transparency to consumers on what alternative services are available. We found it difficult in the underlying analysis to identify service coverage and availability. Greater visibility would help consumers who are struggling to get connected to know where to turn.”
The ACCAN mapping tool is based on research it commissioned. To download the report — ADSL Availability — click here.