Aussie Broadband

Complaints

Customer transferred broadband to aussie broadband, experiencing speed issues two rooms away from nbn installation. seeking resolution but told nothing can be done.

Customer facing disconnection threat due to missed payments, seeking payment plan assistance from aussie broadband during hardship.

Customer experienced significant delays and issues with fttp upgrade from fttc by aussie broadband, resulting in prolonged internet outage and inconvenience for work and school.

Customer concerned about the cost of their internet service with aussie broadband, requesting a review for a more suitable and cost-effective plan.

Customer complains about nbn installation delay and lack of signal from the exchange, with a one-month wait for resolution.

Customer complains about nbn cancelling appointment last minute, pushing them to the back of the queue and causing a 7-week delay.

I lost everything in a massive flood in my old home with two babies all on my own as I had escaped domestic violence. The whole community stepped in after it was aired on the news what has occurred. 2) we moved into a new property- the front street address is 241 pro Hart Avenue Strathnairn ACT 2615 BUT my driveway around the back (in this new estate there NO property entry from Pro Hart Avenue at the front of house where the mail box is. ALL houses have a back driveway and all garages are accessed from the parallel street that runs behind the front of the house, the back is where our bins are collected and where people enter our home via our driveway etc... That address is 2/24 BERENTS STREET STRATHNAIRN ACT 2615. 3) I have an NBN box internally and externally all turned on, the power and optical lights are green I just need an ISP to actually agree on the address and connect it so that a UNI-D port green light turns on/activates so I can plug my modem in, turn that on and use my NBN WIFI! 4) I contacted NBN CO. Directly and on 9/8/23 they sent me an email telling me to contact a provider (the man I spoke to at NBN co. Actually recommended Aussie Broadband saying they are fast, efficient and great to deal with, so I did so. 5) after hearing nothing for a week other than a reply to one of my MANY emails requesting any updates - Casey from ABB said that NBN CO had registered my address as 2/24 berets street Strathnairn so the provisioning team would be sorting it out and I should be waiting no more than a week total as NBN CO said once they get the request from my chosen ISP, NBN CO take no longer than a single day to get back to the ISP - in this case - Aussie Broadband. And now they had and they had given ABB the correct NBN address. 6) I called ABB last night and explained that other than a sales team member - Jessie - trying to upsell me a mobile phone service I had heard absolutely NOTHING from them. Which is incredibly frustrating. 7) the ABB rep said that after NBN CO had updated the address for ABB to immediately connect for some reason ABB had cancelled the provisioning order and sent it back to sales to start all over again. Multiple times throughout this phone call last night the sales rep told me if he were me he would just choose another provider instead of Aussie Broadband. I found this quite bizarre. He told me to find a new provider many, many many times only increasing my anxiety and when I kept asking why he kept saying this he said “I'm just giving personal advice if I were you I would find a better provider than us”?!!!!! Who says that?!!!! After over one hour on hold AGAIN - he came back and said “if you're really sure you will want to go with us then I'm sorry but it's saying I now have to charge you an extra $300 upfront. So you would be better going with someone else where as Belong will allow me to pay it off each month at $25 a month. At this point it was after 9pm and my sick children so I said I would call back. Now, as I wrote this I have received a call from Aussie Broadband and they say that the NBN serial number on the box internally that I sent them a photo of is actually 1/24 Berents Street Strathnairn 2615 NOT unit 2/24 Berents street but unit 1/24 Berents Street. Aussie broadband will not allow me to pay off the $300 connection.

Customer seeking resolution and apology from aussie broadband for language barrier with customer service representative in india.