00:00In new suburbs across Australia, many residents have lost free-to-air TV.
00:08We moved into a smart suburb. Ultimately it was the opposite of that.
00:13Very, very backward compared to the suburb that I moved from.
00:17Definitely not smart in my view.
00:20Private fibre optic network provider Opticom has told affected customers
00:24free-to-air would no longer be provided via the underground technology that delivers it.
00:29Brisbane retiree Mike got the same letter and says for residents in his retirement village,
00:35the change was a huge blow.
00:37Particularly for those that aren't particularly mobile and can't get out of their units very easily,
00:43free-to-air TV is a vital and important part of their everyday life.
00:48And installing an antenna would require recabling the multi-storey building at a huge cost.
00:54Our general assessment of people we've spoken to would be running to a couple of hundred thousand dollars.
01:00Industry regulators say the rules operators like Opticom have to abide by doesn't cover free-to-air television.
01:07Instead, they deal with complaints around internet issues, which dozens of Opticom customers have told the ABC there are plenty of.
01:15The telecommunications ombudsman is calling for better infrastructure standards.
01:20It's obviously not working well enough for people to be satisfied with that.
01:25Whether or not they're like us and have to wait for four months to be connected,
01:29or whether or not it's the continual dropping out.
01:32Opticom says it's investing in back-up infrastructure.
01:36But until then, many customers are left offline and off-air.
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02:04a multi-storey work of plants.
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