Optus forced to compensate 8700 customers for slow Internet speeds

Optus has been directed to compensate 8700 of its customers who were misled about maximum speeds they could achieve on certain Optus NBN plans.

Optus has admitted it probably contravened the Australian Consumer Law (ACL) by engaging in misleading or deceptive conduct and making false or misleading representation between September 2015 and June 2017.

The Australian Competition and Consumer Commission said Optus had offered NBN services to consumers advertising a range of speed plans, including its “Boost Max” which advertised maximum download speeds of up to 100 megabits per second (Mbps) and maximum upload speeds of up to 40 Mbps (100/40 Mbps).

However, customers couldn’t get those speeds because of “technical limitations” to their connections.

The ACCC found that 48 per cent of FTTN (fibre to the node) customers on that plan were unable to reach such speeds and that 21 per cent of customers could not even reach half of that speed.

“Worryingly, many affected FTTN Optus customers could not even receive the maximum speed of a lower-tier plan. This is a concerning trend we have seen throughout the industry and we are working to fix this,” ACCC chairman Rod Sims said.

 

 



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