Telstra is offering refunds to thousands of its NBN customers who were promised higher speeds than their connections were capable of.
The telco admitted that about 1% of its NBN customers had been sold unattainable speeds for their individual premises. As reported by Business Insider, 1% is equal to about 7,920 of Telstra’s NBN customers as of the end of 2016.
“We recently reviewed the speeds our customers are receiving on the nbn,” Telstra Retail’s Group Executive Kevin Russell said in a blog post.
“While the vast majority are receiving the speeds they signed up for, we believe a small number of our nbn customers (approximately 1 per cent) are not and we’re in the process of proactively contacting those customers to move them to a speed tier their nbn service supports. In any cases where we believe that customers may have paid for a speed boost they haven’t benefited from, we’ll be reimbursing the charges.”
In the future, Telstra said it would review the speeds of customers who had purchased one of its speed boosts, and “proactively contact them if we believe that they are not receiving the speeds they signed up for.”
