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Australians Demand More Than Speed from NBN Upgrades: ACCC Insights

mike — Thu, 12 Dec 2024 06:13:32 +0000

In today's digital landscape, both speed and reliability are paramount for internet users. The Australian Competition and Consumer Commission's (ACCC) latest Measuring Broadband Performance report highlights a significant trend: Australians are upgrading their National Broadband Network (NBN) connections not solely for faster speeds but also for enhanced reliability.

Numbers Don't Lie

The ACCC's report reveals that Fibre to the Node (FTTN) connections are underperforming compared to Fibre to the Premises (FTTP) connections. Specifically, FTTN users on NBN 50 plans experience average download speeds approximately 5Mbps slower than those on other technologies, while NBN 100 plan users face speeds around 15Mbps slower. Moreover, FTTN services constitute 89% of underperforming NBN services, with NBN 50 and NBN 100 plans accounting for 94% of these underperforming connections.

Source : ACCC's official Measuring Broadband Performance Report

The Shift to FTTP

Recognising the limitations of FTTN, many Australians are transitioning to FTTP connections. FTTP offers superior performance by delivering fibre-optic connections directly to the premises, resulting in faster and more reliable internet services. NBN Co's free fibre upgrade program facilitates this transition, aiming to provide gigabit speeds to approximately 10 million homes by December 2025.

Occom's FTTP Upgrade Offers

At Occom, we are committed to enhancing your internet experience. Our NBN FTTP Upgrade Offer provides eligible customers with a complimentary upgrade from FTTN or Fibre to the Curb (FTTC) to FTTP. By selecting an eligible NBN plan, you can enjoy:

Two Months Free Service: Receive free service in the 2nd and 8th months
Savings: Select a discounted 12-month plan
$0 Activation Fee: Start your FTTP journey without any upfront costs

This initiative is part of the NBN Change of Access Technology (COAT) program, designed to improve internet experiences across Australia.

Benefits of Upgrading to FTTP

Enhanced Speed: Experience seamless streaming, gaming, and downloading with higher bandwidth.
Reliability: Fibre optics provide a more stable connection, reducing interruptions.
Future-Proofing: Be prepared for emerging technologies and increased household device usage.

Visit here to check your eligibility for free NBN FTTP upgrade and also explore our range of NBN plans. Our dedicated team is ready to assist you in making the switch to a faster, more reliable internet connection.

Embrace the future of connectivity with Occom and enjoy the benefits of superior internet performance.

The post Australians Demand More Than Speed from NBN Upgrades: ACCC Insights appeared first on Occom Site.

Occom Ranked on the Financial Times High-Growth Companies Asia-Pacific 2024

Sam Wong — Tue, 19 Mar 2024 23:00:33 +0000

Published on: 20-03-2024

Occom recognised as the Leading Australian Consumer Telco in the Financial Times High-Growth Companies Asia-Pacific 2024 List Occom, a pioneering force in Australia's telecommunications sector, is honoured to announce its ranking as the highest-ranked Australian consumer telco in the prestigious Financial Times, in conjunction with Statista, High-Growth Companies Asia-Pacific 2024 list. This recognition marks the second consecutive year Occom has been featured, underscoring its sustained excellence and leadership in innovation and customer service across the region.

The Financial Times and Statista's annual list celebrates the most dynamic and high-growth companies across the Asia-Pacific, highlighting businesses that are at the forefront of their industries. The ranking is determined based on revenue growth between 2019 and 2022, reflecting the adaptability, resilience, and visionary approach of the featured companies.

“Occom’s inclusion on this distinguished list for the second year in a row is a testament to our team's hard work, dedication, and innovative spirit," said Philip Luo. "As a highly-ranked Australian consumer telco, we're proud to lead our industry forward, continually pushing the boundaries to deliver exceptional value and service to our customers."

Over the past three years, Occom has implemented a series of strategic initiatives aimed at enhancing its service offerings, with a focus improving customer experience in an industry known for bad service. These efforts have significantly contributed to the company's rapid growth and its ability to meet the evolving needs of consumers and businesses alike, reflected in its 4.9/5 rating on Google.

This prestigious recognition comes at a time when Occom is expanding its reach and developing new solutions to address the challenges of the digital age. Looking ahead, Occom remains committed to its mission of connecting people and businesses with innovative telecommunications solutions that are accessible, reliable, and of the highest quality.

"We extend our heartfelt gratitude to our employees, customers, and partners for their unwavering support and trust in us. This achievement is a collective success, and we look forward to continuing our journey of growth and innovation together," added Philip.

OCCOM—Optical Communication Expert

Occom is an Internet service provider dedicated to delivering faster fibre and mobile services and faster support. Occom has been praised by tens of thousands of satisfied residents and businesses, and our products have attained commendation from industry experts. As one of the fastest growing telcos endorsed by top global and Australian financial media, Occom has set the bar for exceeding Aussies’ expectations towards customer service. Occom’s young, passionate and professional team will keep on pushing the boundary for what is possible in the future.

Tel：1300 200 999

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Customer Satisfaction for Telco: The Key to Growth

mike — Mon, 11 Dec 2023 23:53:31 +0000

Published on: 12-12-2023

As Australian businesses and consumers grow frustrated with their telecommunications providers, amid service disruptions and slow speeds, responsive customer support stands out as a driving factor behind customer satisfaction.

While overall complaints to the Telecommunications Industry Ombudsman (TIO) were down 10 per cent in the first quarter of 2023-24, compared to the previous quarter, the number of unresolved cases leapt 20 per cent as Australians struggled to get satisfactory service from their telco.

Unresolved cases rose by 20 per cent in the first quarter of 2023-24, according to official figures, adding to the frustrations of customers.

"No or delayed action by provider" accounted for more than 70 per cent of all TIO complaints, 45 per cent of escalated complaints and 46 per cent of unresolved complaints, remaining one of the most difficult issues for telco customers to address even after engaging the ombudsman.

Customers Left Hanging

At its annual member forum in November, the TIO also reported that language barriers can further increase this frustration, as non-English speaking customers struggle to convey the problems they are facing and get issues resolved by their internet service provider.

Unresolved internet outages leave people disconnected and businesses in disarray, with the impact extending from point-of-sale outages to transport disruption. Customer dissatisfaction is not only due to the shortcomings of connection technologies but also the lack of initiative and transparency from their service providers, says Philip Luo, CEO of Occom, one of Australia's highest-rated internet service providers.

Luo established Occom in Sydney in 2016 with the clear intention of exceeding Australian expectations when it came to customer service.

“Incident and customer service response times generally tend to be slower in Australia compared to what is considered standard across the world,” Luo says. “In other countries, especially in Asia, issues are typically addressed and resolved within hours of reporting.

“After a thorough examination of Australia’s technological landscape and support offered by local service providers, we identified an opportunity to effectively rectify customer experience issues by implementing a comprehensive, multi-lingual and omni-channel support platform.”

Connectivity Adding to Frustration

Another factor driving business and consumer dissatisfaction is the speed and reliability issues of NBN connection technologies such as fibre to the node (FTTN) and fibre to the curb (FTTC), which still rely on sections of the old copper telephone network.

TIO complaints are down from their levels at the height of the rollout of the national broadband network, which saw some businesses and homes left without fixed-line services for months as NBN Co worked to bed down the multi-technology mix's array of last-mile connection technologies.

Customer complaints at the height of the NBN rollout were not just due to technical issues but also the red tape which saw homes and businesses left in limbo – with no one wanting to accept responsibility for restoring their previous service while they waited for the NBN connection issues to be rectified.

NBN Co's offer of a full Fibre to the Premises (FTTP) upgrade, available to many homes and businesses currently relying on FTTN and FTTC, is helping address some customer issues when it comes to connection faults, as well as internet speed and reliability. NBN Co is on track to offer the upgrade to up to 10 million homes and businesses by the end of 2025, covering 90 per cent of addresses across the country.

"While upgrading more businesses and homes to FTTP will fix some speed and reliability issues, the upgrade fails to rectify the pervasive challenge of sub-par customer service that plagues the experience of countless Australians," Luo says.

Demanding a Better Service

Occom stands out as a top-rated Australian internet service provider (ISP), evidenced by more than 6000 5-star Google reviews, and total reviews averaging 4.9 out of 5 stars. Its rapid growth and commitment to exceptional service have earned it consecutive listings in the AFR Fast 100 in 2022 and 2023.

Occom's average wait time to speak to a support team member is 17 seconds, with around 80 per cent of calls answered in under 20 seconds. This extends to swift response times and resolutions for business customers who cannot afford disruptive connectivity issues.

It prioritises responsive customer service through WhatsApp, Facebook Messenger, iMessage and WeChat - as well as the traditional support channels - offered in English, Mandarin, and Cantonese. Hindi, Korean, Malaysian and Japanese.

Traditionally, Australians are reluctant to move away from a brand they have always been with, and this is particularly evident in the telecommunications industry, Luo says. This hesitation to switch, despite ongoing dissatisfaction, suggests a gap in consumer awareness of available alternatives.

He advises businesses and consumers to look for service providers that meticulously push for solutions and excel in delivering exemplary customer service marked by unparalleled attention, responsiveness, and satisfaction.

While ongoing challenges in Australia's internet and mobile services remain, Luo says there are companies committed to supporting all customers by swiftly resolving issues. The communications landscape is evolving, with a growing emphasis on accountability and solution-oriented approaches.

"More Australians are recognising the benefits of engaging with customer-centric service providers," he says, "where the emphasis is not just on competitive pricing, but also on rapidly addressing and resolving issues, thereby significantly enhancing the overall customer experience.".

"This focus on service quality, which is increasingly recognised in the market, may prompt consumers to look beyond traditional options and consider the benefits of making a switch.

OCCOM—Optical Communication Expert

Tel：1300 200 999

The post Customer Satisfaction for Telco: The Key to Growth appeared first on Occom Site.

Occom Secures 123rd Place in Financial Times’ High-Growth Companies Asia-Pacific 2023

mike — Fri, 17 Mar 2023 06:24:25 +0000

Published on: 17-03-2023

Occom, an internet service provider, is delighted to share the news that it has been recognized in the Financial Times High-Growth Companies Asia-Pacific 2023. This accomplishment marks a significant landmark for Occom as it reinforces the company's dedication to providing top-quality Internet services to its customers in Australia.

FT High-Growth Companies Asia-Pacific

The Financial Times stands as one of the top financial media in the world, widely acclaimed for its strong commitment to journalistic excellence, impartiality, and precision.

It concludes the fastest-growing companies in the Asia-Pacific region with its annual special report, which is compiled with the help of Statista.

The Asia Pacific region includes Australia, New Zealand, India, Japan, South Korea, Singapore, Hong Kong and Taiwan as well as Southeast Asian countries such as Indonesia, Malaysia, the Philippines, Thailand, and Vietnam.

Statista's Process in Terms of Conducting Consumer and Market Data

Statista's power of authority lies in its rigorous data collection and analysis methods. The company employs researchers and analysts who collect and analyze data from a variety of sources, including surveys, government publications, and industry reports.

In their online publication announcement, Occom has obtained its 123rd position by making its reputable position in the market, increasing its revenue growth, making innovative ideas to provide the unlimited internet plans to all the people in Australia and having the potential to grow in the future continuously. Further, it holds 2nd rank in Australia's "Media and Telecommunication" category.

What Occom's CEO Says?

"We are so proud to be listed as 123rd in Financial Times High-Growth 500 Companies Asia-Pacific 2023. It is another milestone that Occom has achieved on our path to becoming one of Australia’s leading Internet Service Providers."

"We express our gratitude for receiving recognition from Financial Times. Heartly thanks to our customers, our partners and our team. We will focus on the company's aim to further enhance our services for existing customers while attracting new ones, both from the residential and business sectors."

About Occom

Occom is dedicated to delivering the fastest internet services available in the Australian market, whether you require Internet services for residential or business purposes. Our commitment is to offer exceptional customer service that is prompt and efficient, enabling you to achieve your objectives and thrive.

Our range of services includes broadband connectivity, mobile SIMs, home phone services, and top-quality routers for improved Wi-Fi performance. We take great pride in our highly competitive broadband plans and our unwavering focus on customer satisfaction.

Along with this prestigious recognition from The Financial Times, Occom is also the winner of the Mozo Expert Choice 2022 award, has been listed in AFR 100 Fast Companies and not to mention, it has got 5 stars Google 5K+ reviews, therefore making it recognized as a top-rated ISP in Australia.

From lightning-fast speeds to unbeatable reliability, Occom provides a wide range of internet plans: NBN Plans, OptiComm Plans, RedTrain Fibre Plans and Telstra Velocity Plans.

To call our experts, dial - 1300 200 999

OCCOM—Optical Communication Expert

Tel：1300 200 999

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Occom Listed in the AFR Fast 100 List!

mike — Mon, 05 Dec 2022 07:54:56 +0000

Published on: 05-12-2022

OCCOM is listed in the Australian Financial Review Fast 100 as one of the growth champions in the Australian market.

Occom has achieved high growth based on high internet speeds, quick set up of your internet supply and excellent trouble shooting of internet services to provide their customers with great service. To help enable our customer service we have support in English, Mandarin, Cantonese and Hindi.

Philip Luo, CEO of Occom adds “We are very proud and grateful for this recognition and our goal is to continue to provide and improve our services to our loyal existing customers and to also help us get new customers, both residential and business.

In addition to getting the recognition from the AFR Fast 100 list Occom has also received the 2022 Mozo Experts Choice Award for internet service provider. We are also delighted to have a 4.9/5 customer satisfaction rating from over 4000 Google customer reviews. I would like to thank all our loyal customers for their support and to our team who are totally committed to giving our customers a great experience.

While delighted with our 2022 performance our goal is to continuously improve and to make your experience even better. Thank you.”

About Occom –

Occom aims to provide the fastest unlimited internet plans in the Australian market. Regardless of whether it is residential or business needs, our promise is to provide excellent and quick customer service so that you will accomplish your goals and succeed.

Occom provides broadband services with unlimited internet deals, mobile SIMs, home phone services and routers for better Wi-Fi. Occom fibre internet plans are highly competitive, and it strongly values customer satisfaction.

To browse our internet plans and learn more about unlimited WiFi plans, please visit - NBN plans & Opticomm plans

OCCOM—Optical Communication Expert

Tel：1300 200 999

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Occom wins 2022 Mozo Experts Choice Award

mike — Thu, 30 Jun 2022 07:06:39 +0000

Published on: 30-06-2022

OCCOM is the fastest internet provider, excited to announce that it has won two MOZO Experts Choice awards in 2022 under Broadband Category.

Mozo is a team of experts, passionate about helping Australians make smarter money decisions. Mozo thoroughly compares each category between multiple providers for Aussies' better savings.

OCCOM wins the award for its Boost Plus (50/20 Mbps) Plan and Boost (25/5 Mbps) Plan.

It is a highly competitive selection as 79 out of 195 NBN service providers were shortlisted. After a thorough evaluation by experts at various levels, OCCOM came out on top.

OCCOM broadband plans are highly competitive, and it strongly values customer satisfaction. It offers many plans with various benefits, such as no-lock-in contract options and fiber internet featuring unlimited internet deals

JOIN an Award-winning Broadband Provider TODAY!!

OCCOM—Optical Communication Expert

Tel：1300 200 999

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