The company installing the NBN has declared the "blame game" with internet service providers is unacceptable and has vowed to do better, after 7.30 revealed a Melbourne resident endured more than two months without internet due to an easily identifiable fault.

Melbourne resident Clyde Juriansz first noticed his NBN had dropped out on May 15.

A technician arrived a few days after he called his telco, Optus, and the technician identified the overhead internet cable had been snapped, most likely by a garbage truck.

"He said, 'here it is, your line's been severed'," Mr Juriansz said.

While identifying the problem was easy, Mr Juriansz then endured more than two months without a resolution.

He called and emailed Optus for six weeks before deciding to call NBN Co, the company in charge of the installation, maintenance, and repair of all NBN related infrastructure.

That prompted another technician to visit the property, but the new cable was not installed properly.

"I came out and saw that the [new] wire had been just wrapped around this utility box," Mr Juriansz explained, pointing out that the old severed cable remained connected to the NBN utility box.

"It seems like such an obvious fix."

Mr Juriansz also lodged a complaint with the Telecommunications Ombudsman, but to no avail.

"I've provided the information that shows what has to be done, somebody just needs to do it," Mr Juriansz said.

The matter was finally resolved 70 days after the fault was first lodged with his telco — after 7.30 called both Optus and NBN Co.

'We don't want customers to get caught in the middle': NBN

Customers are finding it hard to unravel who is responsible for broadband faults - NBN Co or their telco. ( ABC News: Sam Ikin )

The Australian Communications and Media Authority advises that internet customers should report any outages to their telco.

It is then up to the telco to organise NBN Co to repair faulty infrastructure.

But consumer advocacy group, the Australian Communications Consumer Action Network (ACCAN), said many consumers get confused when trying to resolve internet outages.

"It's very frustrating for the consumer having to endlessly deal with their retail service provider and have repeat contacts," ACCAN's Una Lawrence said.

"We understand from retailers that they're having some frustrations with their dealings with NBN."

NBN Co spokeswoman Philippa Perry, admitted it was a problem.

"We don't want there to be a blame game and we don't want customers to get caught in the middle of retail service providers and NBN," Ms Perry said.

"That is happening in some instances and it's not acceptable. We need to improve that."

But she added that problems, such as those experienced by Mr Juransz, are in the minority.

"We are rolling out to up to 100,000 premises a week and we're connecting up to 50,000 of those a week," Mr Perry said.

"The majority of times we are getting it right. We're getting it right nine times out of ten times."