Vodafone Australia unveiled plans to deliver “much needed simplicity” and service innovation for customers connecting to the nbn (“Australia’s new broadband network” replacing parts of the existing phone and internet infrastructure) in a bid to lift the fixed broadband experience in the country.
As a new entrant to the fixed broadband market, Vodafone said it’s committed to resisting the status quo and driving change as it makes preparations to launch its nbn service. The service will initially launch in Sydney, Canberra, Melbourne, Geelong, Newcastle and Wollongong and progressively roll out to other areas.
Vodafone General Manager of Broadband, Matthew Lobb, said that while the nbn is a massive upgrade to Australia’s broadband infrastructure, the telecommunications industry is not seizing the opportunity to deliver better solutions for consumers and business.
“We see enormous potential in the nbn to finally provide Australia with world class broadband. However, what we’re seeing is the old guard telcos bamboozling Australians with techno-speak, confusing plans and poor customer experience,” said Mr. Lobb.
“It’s clear to us that Australians are seeking an alternative to what’s currently available in the market, and more importantly, a provider that is willing to be accountable,” he added. “Today we are proud to announce a unique set of service innovations that aims to lift the game rather than deliver more of the same.”
Vodafone Australia customers will be offered 30 Day Network Satisfaction Guarantee where they can ‘love or leave’ Vodafone nbn within the first 30 days of their contract after service activation if they are not satisfied. The company also said it will refund any monthly access fees paid by the customer as long as the Vodafone Wi-Fi Hub is returned to a Vodafone store within 10 days.
In addition, among other offerings, Vodafone Australia said it will provide freedom to change speed plans once per bill cycle without fees, and will also run a speed test on the customer’s line within the first 15 days of activation.
“Customers want simple and straightforward plans that are relevant to their use of technology. As a first for a major telecommunication company, we’ll be providing bonus mobile data rather than insisting customers receive an outdated, plain old fixed telephony service,” said Mr. Lobb.
He said the nbn is giving “more speed to people as their needs change.” Vodafone Australia, he said: “Wants to make sure that when our customers move onto the nbn, they will get a better experience than they do today.”
“Over the past year Vodafone has listened to what many Australians who have connected to the old DSL services or the nbn have had to say about their experience. People are feeling frustrated with the connection process, underwhelmed by the products and information they were provided by when they signed up, and are confused about the speed options on offer,” said Mr. Lobb.
He said nbn offers new speed choices for customers and Vodafone will give customers relevant advice about the different speed tier plans to help them choose the right product for their needs.
Lobb said Vodafone will conduct speed tests with customers and give them the freedom to change plans at no extra charge once per bill cycle.
“We’re really keen to be transparent and work with customers during the connection journey. There are a number of factors that affect speed and some of them we will only know after connection. This is why we’re going to do a speed check after the service activation to make sure our customers are on the right speed tier plan for their needs,” said Mr. Lobb.