Breaking: MyRepublic can’t provision customers on the NBN

MyRepublicAU is the Australian branch of Singapore-based MyRepublic. The company is looking to establish itself and grow marketshare in Australia by offering aggressively-priced internet plans with unlimited data caps. Unfortunately...

MyRepublicAU is the Australian branch of Singapore-based MyRepublic. The company is looking to establish itself and grow marketshare in Australia by offering aggressively-priced internet plans with unlimited data caps. Unfortunately right now, they’re unable to do the core business of provisioning customers to the National Broadband Network.  If you’re an ISP, you whole business relies on your ability to get customers online, right now, they can’t and there’s no end in sight.

If you’re considering going with MyRepublic, then you should definitely consider alternatives.

Despite the private company having some 1,500 employees and being in business since 2011, it seems none of the systems, automated reminders or really much else than the brand name has been brought to Australia.

After originally ordering FTTP NBN on the 2nd of March, I was told it’d take between 5 and 20 business days to get it installed at my new home and I’d be online. With 20 business days expiring, I discovered an installer had not been ordered and confirmed they do not have automated systems to alert them if an order ID  (with Optus/NBN installers) is not present.

Monday this week, 10th April, the NBN actually got installed. I was told by the installer activation typically takes 10 minutes. Days later it still isn’t done.

After reporting the issue on social media, I received an email from them.

Hi Jason,
Hope this finds you well.
We wanted to give you a quick update in regards to your connection with MyRepublic.

Your order is completed and ready to go on our end and is at it’s final stages. Unfortunately we sincerely regret to advise that we encountered an issue with our internal system which is delaying full activation of your connection

Our Provisioning team are aware of this and are (as we speak) working on resolving this at the earliest possible.

The issue at hand can take between 2- 5 business days for resolution, however, we are trying to get this done sooner and ask you kindly allow us some time to get things resolved for you.

We will keep you posted with any updates/ information once made available.

Once again we do sincerely apologise for the delays and any inconvenience caused

Please don’t hesitate to respond to this email, call us on 1300 130 888, or jump onto Live Chat via our website (bottom right hand corner, anytime between 10:00am to 5:45pm, Monday to Friday AEDT) if you wish to discuss further.

Kind regards,
MyRepublic Customer Service

After reaching out to MyRepublic for answers, I received a call from their Complaints Officer apologising for the repeated mistakes, who also confirmed the issue was at their end and it wasn’t just my account, but indeed their provisioning system is offline.

Here’s the confirmation of that call from their social team via Twitter DM.

Hi Jason,
apologies for the delayed response here. Once again we do apologise for any inconvenience this may be causing and completely understand where you’re coming from. We understand one of our Complaints Officer’s called you yesterday to further discuss the reason for the delays and rest assured we are doing everything possible to get this expedited for you. If there’s any updates with your connection we’ll give you a quick heads up here to keep you in the loop 🙂 In the meantime, please don’t hesitate to pop us a message here if you need us to follow up on anything else for you in the meantime. Thanks again for your patience.

Regards
– MyRepublic Social team

After checking again today, 12th April at 1PM, more than a month after the original request, I still cannot connect to the NBN thanks to repeated failures from MyRepublic.

Update
Late yesterday (13/04/2017) my FTTP NBN service became active. I was told by MyRepublic they were working on expediting my case, so other customers may still be impacted by the issue.

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This post is authored by techAU staffers. Used rarely and sparingly when the source decided to keep their identity secret, or a guest author who isn't seeking credit.