Late last year, nbn made the decision to re-purpose the second satellite previously slated as a dormant backup service to one that actively shares the load. In doing so, the company was able to double the capacity available to Australians connecting to nbn services via satellite and opened the door to greater data allowances than the original design allowed for. This decision also increases future product potential for health professionals and businesses. Acknowledging issues experienced following the launch of the first satellite, Mr Simon reaffirmed the company’s commitment to providing a stable and fast broadband service for regional Australia.
Chief Customer Officer, John Simon, stated that while more than 70,000 households now connected to the Sky Muster™ satellites are experiencing fast broadband for the first time, or better broadband than they’ve ever had before, nbn is well aware that service interruption and on-ground installation problems have been a source of frustration for customers. The nbn team has been working around the clock to remedy these issues as the pioneering satellite was connected to its first 70,000 Australians including the migration of 35,000 services from the Interim Satellite services.
He then added that over the last six months, the company has been working with partners to successfully complete a performance improvement plan that covered everything from modems in the home through to core network systems. This program has delivered a more stable and better performing service with the weekly incident rate down by 80 per cent to achieve industry best practice levels. The company has also overhauled the installation process delivering an increase in end-user satisfaction to 8/10. The feedback from our retail partners is positive and end-user satisfaction has significantly improved as both Sky Muster™ satellites are performing well.