Tangerine Telecom

Complaints

As a long time we have been treated with terrible service and support. We have had no service for 2 weeks countless hours on the phone with no customer service , no tech support and nbn came out and did nothing. They said we need a new modem l didnt want to buy one ...but did it arrived 4 days later set it up today STILL NO INTERNET..TANGERINE IS A LEMMON. I Need Answers compensating for lost lost time , lost internet , lost on money on a new modem....Very unhappy l will be reporting to fair trading ombudsman and social medium The Call centre complaint mgr Rico was very indifferent to us as a customer very sad it seems your company has gone down hill. Peter Jacob's 2 stonequarry place picton NSW 2671 0499342736 PLEASE FOLLOW UP we are getting nothing from the call centre people at ALL !!

Modem delivery took over 3 weeks. Modem finally arrived and says "Plug and Play", No connection, phoned through AGAIN to the (un)helful desk to hear it'll be ready within 24 hours. It never is. I'm still waiting for a connection almost a month after ordering from these jokers. The firm should be shut down due to the amount of complaints they continue to receive and do nothing about. I asked if compensation would be given for not having internet for nearly a month. The answer was a categoric "NO". I work from home, the internet provides a living for me and my family and I have lost a great deal of money through their dreadful incompetence.

Hi,These is my second complaint due to noresponse(8261c5d0359aa37f4b931b69c0870a20) my internet is working fine from previous provider dodo until i have shifted my internet to tangerine from 24 Jun 2024 till today 29Jun 2024 still no internet provided to me ,in between only on 26 Jun afternoon the internet working till night time ,when next morning I wake up it suddenly no internet again ,I have been instructed from technician unplug and plug ,reset nbn and modem third time still no working ,it was provider fault no internet provided to me,I have received email confirmed my internet is been cancelled tangerine refused to refund me due to his error this long period of time no internet,it is right time cancel with this irresponsible service,I hope tangerine will seriously respect tio to handle this problem with me ASAP. Regards, Kok ann lim

Dear Sir/Madam, my account no is 244987. I had terminated this account at the end of March 2024 as I had already sold my house, 42 Karina Drive Narara NSW 2250, on 28 March 2024. However, I received an invoice for payment for April. Also I am away in Singapore at the moment and my above Australian mobile no is inactive at the moment. Please contact me via email. Thank you. Kind regards Pathma

Hey there, I want get my refund please

I signed up to your service after a phone call from one of your brokers. We paid first month in advance but 2 days later the same broker rang and told us we couldn’t be connected to tangerine,so we asked for a refund which we didn’t get and now we have been billed for a further month threatened with bill collectors and you broker confirmed we were never connected to your service now we’ve been cut of from nbn after my wife made rang your complaints department.

I'm moving house on the 16th Feb and needed a NBN provider. When speaking to Tangerine NBN they stated that a Fibre to Fibre upgrade would be done within 2 weeks. I joined up and then was told the upgrade would take 6 weeks (3/4/24). I wasnt happy but then asked to be provided with a basic modem (purchase) to use until that date when I would purchase a high speed compatible modem at my cost again. I was then told that due to the upgrade order I will not have any internet connection until the fibre upgrade! This was not explained to me. My complaint is that the company cannot provde me with any internet connection until the fibre upgrade. Account No. 480452 NBN - COAT Upgrade In Progress MTO-G5J5J-586757

I have two FTTN connections to my property at 30b Dilkara circuit, bangor. These lines are connected over both the primary and secondary copper lines to my house. A connection I am told is not something NBN could normally do. The connection addresses in Tangerines system appear as number 30B, and Number 0.   I had the lines in my house upgraded to 2 x dedicated cat5 lines from the connection terminal at the house directly to a patch bay and into the modems for both FTTN connections. BOTH of these connections came online with no issues.   After about 12months, the speeds slowed significantly. I put in a request with Tangerine, and eventually NBN came onsite to test. The technician informed me the telecommunications pits in my area were a mess. The pits fill up with water and the terminals get slimy and the connection deteriorates. The technician spent hours cleaning the connections in the pits and BOTH my FTTN connections were restored. Speeds were significantly higher than before.   Roughly 12 months later, the speeds have slowed again, however, only on one of the two FTTN lines to the house.   I monitored over a few months, until the speeds were so slow it was of no value. I started the below process..   10/10/2023 After a long wait on the phone without answer, I submitted the following support case as a result of gradual reduction in speed to ONE of my two FTTN lines.   I called asking for an explanation, a new case was created requesting I add results from speed test 3 times a day. 12/10/2023 I received these SMS messages   The case was again closed with no further communication.   16/10/2023 I reopened a new case referring to the previous case number. 17/10/2023 I spoke to tangerine on the 17th and was told there was a bridge tap fault on the line and I needed to pay to get an independent contractor to check the wiring in my house, at my cost, and share with them the report. NBN despite not being onsite, had tested the line and were certain it was within my property.   18/10/2023 I receive this sms update – not sure if its from tangerine or NBN:   With no further communication or explanation I called Tangerine. Tangerine informed me (after a very long call) that the line in my area was only capable of 20Mbps down and 5 Mbps up. There is now no sign of a “bridge tap fault”. I explained my primary FTTN line was giving me 48down and 12up. Again, this seemed to confuse them as they are confused as to how I have 2 x FTTN lines to my house. So no I thin k I’m paying for a 50 down/20 up plan in an area which is only capable of 20down/5up. They refer me to sales to discuss a resolution for billing. However, billing will only refund me if there is some kind of fault or error at their end – which technical support say is not the case.   To add insult to injury, I also receive this web link: https://mrtelco.com/blog/telstra-technician-won-t-fix-internal-cabling-why   I continue to have slow speeds on one of the two FTTN lines.   19/10/2023 I raise another case seeking explanation from a level 2 technician.    25/10/2023 I called tangerine support and asked they please explain. This technician says there is a bridge tap issue now.   At this point I request he cancel the service. I ask to please confirm it’s the slow/faulty line that is closed NOT the faster working line. He tries to escalate the fault to get it resolved. I later get a call from someone who puts us right back to square one trying to troubleshoot the wifi on my modem etc.. I push on with the cancellation. The cancellation team advise they cannot prorate a refund so its best to action the cancellation at the end of the month.   31/10/2023 The wrong Internet connection is cancelled. I’m assuming tangerine cancel the line labelled as connected to 30B dilkara, rather than 0 Dilkara circuit.   2/11/2023 I raise the following ticket: I follow up on the phone and explain I believe the wrong connection was disconnected. They confirm the line that is connected is showing a “bridge tap fault”. This suggests they did in fact cancel the working FTTN connection.   I later receive these SMS updates:   It seems an NBN technician has resolved the issue. Is this the “Bridge Tap” they were insisting was within my house and was my responsibility leading me to cancel the service?   9/11/2023   I’m experiencing regular outages and slower speeds than are possible.   “Jon Edward Canata” has not been in contact. I call Tangerine. After two phone calls totalling almost an hour, I’m told the line to my house is only good for 20 – 38mbps down (convenient given I’m now getting 38mbps. It seems to have increased in speed since 18/10)   The service technician on the phone, also named John, escalated my request. Despite doing further testing is unable to confirm any “bridge tap” faults. John is able to confirm the dropouts. John Seems unable/unwilling to switch me to the other service (original FTTN Line) which was faster and fault free from the very beginning.   I’m told I will get a call back from a technician later today.   In summary, Tangerine seemed to blame NBN, then NBN blamed me. Noone would take action nor accept responsibility. Now, an ‘NBN field technician’ has tested and resolved the issue. It’s unclear what, if anything that has changed. Communication from both parties throughout has been terrible. Without anyone admitting fault, I cannot claim any kind of refund from the ISP for the months I was paying for the service which they were unable to provide, or speeds the system wasn’t able to provide, depending on what story you get from Tangerine.   I still believe the issue lays with wiring in the network on the secondary line to my property. IF they go back to the physical primary line I feel the connection would be better. The connection which in their system is connection to property number 0, dilkara circuit. Perhaps the wires are crossed somewhere, or they’re just so confused that they appear to feed two different addresses.   I just need someone consistent at tangerine to work with me to provide an explanation and resolution. Everytime they call it’s a different operator with a different explanation and a different ‘line’.   At this stage I’m considering moving to Starlink. Although the customer service may improve, I believe the fault is in the wiring so moving to another ISP may not resolve the issue. 5G is not available in my area, NBN have confirmed there are no future upgrades scheduled for my area, NBN have quoted $16,600 to install fibre to the premises as part of the NBN choice program. I’m out of options. The service from both the ISP and NBN have been disgusting. No responsibility, accountability or any sort of customer service.

Neighbours all have wifi but I haven't for 2 weeks and ongoing 10 more days updating daily. I need this for home schooling and buisness