Quote Originally Posted by admin View Post
While I am happy with my NBN connection, it would seem that Belong are not offering ANY premium type speed to FTTN/FTTP users. I signed up based on a comparison sites information that they did, and Belong do NOT state on their website that they will not offer any speed above 25/5 to FTTN/FTTP users.

I have sent them a complaint, asking that due to the above facts, they either offer me a premium speed service or let me go without any penalty. I will post back when I get a reply......I will also make a TIO complaint if they are not reasonable.
Just a follow up on this one and firstly a brief description of events.

First saw Belong's offer on comparison site Whistle Out. Went to Belong's website, look at offers, Unlimited, 12 month contract , Premium Speed, $90 a month. Looked at CIS (Critical Information Summary) nothing out of the ordinary that I can see, so signed up.

During signup I couldn't select Premium Speed (even though it was there at the start), so selected the highest. Several providers are connecting you first to see your line speed before allowing speed upgrades, so I didnt deem it unusual. So I signed up, got connected at the selected speed of 25/5 and went in to my online portal to check my options. There was no Premium Speed option, Belong are not giving any speed upgrade options past 25/5 to any FTTN/FTTB customers......interesting given they are Telstra's budget offshoot and Telstra offers 50/20 by default in its bundles.


I made a complaint to them 21 days ago. They responded the same day saying they would be working to resolve my request within 5 business days. They also said in the same email that it is their commitment to resolve my complaint within 10 business days. Today, 21 days later, they responded with the following :

Hi Andrew,

Thanks for your email, I apologize for the delay response.

Belong does indicate the speeds prior to sing up, unfortunately with FTTN/B our highest speed is 25/5. As part of the ADSL structure is being used Belong commits to 25/5 to avoid offering speeds that may not be met.

If you wish to cancel with Belong service the cancellation fees are valid, as you've confirmed whilst signing up with Belong you've accepted the terms and conditions of our service and agreed to a 25/5 speedboost.

Based on the above investigation and findings your complaint will be closed as unresolved.

If you’re not satisfied with the outcome, you may wish to discuss your options with the Telecommunications Industry Ombudsman (TIO).

Regards

Belong Complaints Team
Not quite the response I wanted, so I followed up with this :

Thank you for your very slow reply.

As mentioned in my complaint, after reading Whistle Out's offer for Belong and before signing up with Belong, I made a point of reading Belong's Critical Information Summary.


There was no mention whatsoever in the CIS that FTTN customers can only access 25/5. In fact, the CIS states the following :


" You may purchase a Standard Evening Speed Boost for an additional $10 per month or a Premium Evening Speed Boost for an additional $30 per month". There is nothing in the CIS to state that I cannot take up this offer.


21 days ago I was informed by Belong that you would be working to resolve my request within 5 business days. You also state in the same email that it is your commitment to resolve my complaint within 10 business days. Regardless of the 2 conflicting statements, Belong clearly didn't make expectations on either. I have since transferred to another provider given that your service was slower than the service it replaced.


Given the ACMA and TIO advise that any Critical Information Summary must state "any exclusions or important conditions, limitations or restrictions" and Belong do not advise of these limitations in the said document, I consider my contract with Belong to be null and void.


Please advise whether Belong still wish to pursue me for cancellation fees, if so I will open a complaint with the Telecommunication Industry Ombudsman. I have already spoken with both the TIO and ACMA about this matter and the terms and conditions you mention don't simply over ride Belong's disclosure failure in its CIS. I am of course willing to pay for my usage of the service, something I cannot do given Belong do not allow customers to make a direct payment without giving Belong permission to debit their accounts as they wish.


Given the slow reply to this complaint, if I haven't heard back from Belong in 7 days to advise their position I will then make the TIO complaint. I believe 7 days to be a reasonable amount of time to expect a reply, so I would be loding that complaint on the 13th of January 2018.




Regards,

I'll let you know how I go. In my opinion I have a strong argument as their CIS does not state these limitations.