NBN Co To Focus On In-Home Bandwidth Bottlenecks
NBN Co has revealed a plan to co-invest with its retail service providers to address problems that limit some people’s ability to get maximum bandwidth from their NBN service: poor in-home wiring and sub-optimal WiFi.
Unveiling its 2020-2023 corporate plan on Friday, NBN Co said it is looking to complete the network on time and on budget, and is now turning its focus to improving the customer experience.
NBN Co CEO Stephen Rue said the company wants to work with the industry “to positively influence aspects of the customer experience outside of our control, including working to help customers make the right choices on modems and in-home Wi-Fi set-up. These are known factors that can be the difference between a great broadband experience and a bad one for a customer.”
NBN Co chief customer officer Brad Whitcomb said about a third of customer issues with their NBN service could be traced to in-home issues, with Wi-Fi the biggest contributor.