Tuesday, January 17, 2017

Myrepublic broadband - How to get connected from a customer perspective

So I've finally made the switch to Myrepublic broadband, but it was a bumpy road and I wanted to share with everyone how I managed to get it all working to save yourself some headaches.

Previously, I was signed up with iiNet for my broadband connection at around $80/month for NBN 25Mbs downloads and 3 MBs uploads, unlimited usage. It was a no brainer to switch to myrepublic for just $60 uncapped speeds and unlimited usage.

When you sign up through their online process, they will tell you that they will contact you when it's been activated. I waited probably almost 2 months before I finally got an email saying my broadband has been activated, without any further instruction on how to actually start using it.

Here is a copy of the email:

Congratulations, your MyRepublic service is now active.

To access your service follow the Quick Start Guide that came with your Wi-Fi Hub+ to connect your modem to the MyRepublic network.

If you have ordered a Home Phone service, you will be sent a separate email of when your service will be active.

Our Frequently Asked Questions provide support and information to get you connected and other helpful advice.

The Team at MyRepublic

Initially I thought they would automatically cancel my iiNet service and a simple modem swap with the existing connections would be it. But I waited and waiting and monitored my iiNet account, and my broadband was still going through iiNet. So I rang up Myrepublic support to see what was going on. Turns out, they activated my NBN on a secondary port, UNI-D 2, in the box housing the modem. So I really had 2 broadband connections running to my home simultaneously activated. Once I plugged the modem into the secondary port, UNI-D 2, then I was connected to Myrepublic.

I did a speed test and got around 90 MBps downloads and 38 MBps uploads, a significant boost compared to iiNet with a much lower price.

The other issue I had with Myrepublic was the VOIP connection. I waited and waited for many months still no connection. But I received my first bill which already included the cost of the phone.
I called them up again, and they've decided to credit me back for the phone, while they try and get me connected with a new number.

Myrepublic is new to australia and is still getting their feet wet with rolling out these services. In particular, they need to improve on how they process connections, then communicate that back to the user with instructions on how to hook it up and on what ports, then improve on their billing to be more accurate based on the services connected. On the flipside, their australian based support team was very helpful, better than any offshore call centres I've dealt with from other service providers.

In the end, it's definitely worth the pain, or at least wait a few months for them to get their act together before making the switch.

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