6,313 reviews
AI reviews summary
Dodo NBN feedback shows a stark divide between long-term customers and those experiencing technical or administrative hurdles. While many users find the service to be a cost-effective and reliable "set and forget" solution, a significant segment of the user base reports severe difficulties with customer support, billing errors, and the cancellation process.
Pros
- Ease of Setup: The sign-up and initial connection process is frequently described as smooth, fast, and often completed within hours.
- Value for Money: Competitive introductory pricing and bundle discounts make it a popular choice for budget-conscious consumers and pensioners.
- Connection Stability: Long-term users and those on FTTP (Fibre to the Premises) plans often report consistent speeds and a reliable service with minimal outages.
- Loyalty Retention: Some long-term customers report positive experiences with the retention team, receiving ongoing discounts to match new customer offers.
Cons
- Difficult Cancellation Process: A recurring major complaint is the inability to cancel services online, with users forced into long phone queues where they often face resistance or "lost" cancellation requests.
- Customer Support Accessibility: Many reports highlight excessive wait times (often exceeding one hour) and a frustrating "ping-pong" effect where users are transferred between multiple departments without resolution.
- Billing and Administrative Errors: Significant issues were noted regarding unauthorized charges after cancellation, failure to receive invoices, and bugs within the "MyDodo" online dashboard.
- Technical Support Limitations: Users with complex issues or those requiring specific network configurations often found the support staff relied too heavily on basic scripts rather than technical expertise.
Verdict
Dodo is a viable option for users seeking a straightforward, low-cost NBN connection, particularly if they are tech-savvy enough to manage their own hardware. However, potential customers should be aware that resolving billing disputes or terminating the service can be an extremely difficult and time-consuming process.
Wish I could write a 0 star or lower on this service. This service is terrible at supporting people with accessibility needs. They continued to attempt to direct debit money out of my account after they had already done that without consent. They are horrific to get a hold of if you can't contact via the phone line verbally and have even told me… Read more
to call back with a family member. All I wanted was a service to treat me equally and honour the request I had asked for in a timely manner. Please don't support a company who can't treat all people equally. Give your money to literally any other service.
Appaling customer service and a mediocre internet provider. Internet cuts in and out, you conract them for help shesh i think they were speaking english, i used the chat instead even worse. I am actively looking elsewhere id suggest you do the same.
Dodo were accessible and helpful in supplying the information I needed to confirm my NBN subscription with them. I was reassured that despite indications that I was still subscribed elsewhere, I was actually subscribed with them.
Reviews with attachments
Received modem within 2 days spoke on chat and was activated and online in 30 mins. Noticed dropouts requested NBN technician to attend was organised fast faults found in ports and at the node. Previous was with Aussie broadband did nothing to fix fftn connection Show details
A cost-effective plan coupled with a quick, straightforward process. Results of speed test show I'm getting what I pay for. Show details
evry easy to goes through signup and log on except not provide modem login details until I asked for it Show details
Excellent service. I never get dropout service. Everyday time testing my speed and it's always showing same. Show details
Spoke with a customer rep through the live chat and was guided through the process to get things connected quickly, was expecting a 24 hour time frame but managed to get connected within 2 hours to our new home. Then needed help setting up the modem and again via the live chat, had help within 30 minutes and was up and running soon after. Great… Read more
experience, great customer service and hitting as advertised speeds.
Really happy so far with the service offered!
I'm very satisfied with dodo service and customer sport. Product and service is excellent. Show details
Excellent Service from Dodo Internet I’ve been using Dodo internet in Australia for a long time now, and I must say it has been one of the best service providers I’ve experienced. The connection is consistently reliable, with hardly any dropouts or speed issues. Whether it’s streaming, working from home, or general browsing, the internet… Read more
performance has always been smooth. I highly recommend Dodo to anyone looking for a dependable and hassle-free internet service. Thanks dodo
I've been a Dodo customer since 2017, and honestly say that they have been nothing but reliable, seamless, convenient and affordable since. With my line of work and having to WFH Full-Time, having good, reliable and fast internet is very important and Dodo has always been good to deal with. Even moving houses and NBN transition, can confidently… Read more
say that there has never been any real issues.
Also, with the past 18+ months of cost of living pressures, and with so many other competition offering great deals, Dodo has always been competitive and always valuable to others. So even when I do look around for savings, Dodo still have been my best option.
Would highly recommend Dodo if suitable in your area. Big ups Dodo
Works great for our family and the amount of people using it. Show details
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Unfortunately, we haven't had the best experience with our internet connection. Even when trialing all recommended troubleshooting options that are available to us, even purchasing a booster to reach upstairs we are still seeing out internet drop out. Show details
Latest follow-ups
I recently had a problem with our Internet connection not operating. I called Dodo and they were extremely helpful trying to work out the problem. When it was decided they could not fix with the online checks, they organized the NBN to come and… Read more
check. It was found that there were 2 problems, wires eaten by possums and water was in the connection. All was restored but it was suggested we uodate to the copper fibre for better speed and better reliability. Dodo set up the closest appointment and all was carried out in a timely manner. At all times Dodo have worked extremely and confidently for us and getting our internet in a better place.
Follow-up · All interaction regarding services and account has been excellent and efficient and certainly reliable and extremely helpful when needed
Excellent service at a good price. I have been with them for two years and highly recommend. Show details
Follow-up · No dropouts excellent speed throughout and to be honest never needed and customer support as there are no issues.
Able to stream easily multiple devices with unlimited data. Have had for 10 years with very minimal dropouts. Very satisfied customer. Show details
Follow-up · Upgraded to faster plan with Fibre to the house. No cost install and able to use existing modem for faster speeds with small price rise for new plan. Great upload speeds as well
Positive reviews
The sign up process was fantastic with the sales rep over the phone. Everything was explained clearly, concisely yet very friendly. I have my own older Telstra modem/router and had no problem with setting it up - it did it all itself after I turned it on!
I was advised to connect my internet through Dodo, from Customer Connect services, which find me the best deals. Once the call was made, & my details given, I didn't have to worry about anything else. Connection was instantly switched over.
Very smooth transition from prior service provider to Dodo. Cheapest on the market for the product with a 6-month discount. Connection is very reliable since transition.
Negative reviews
My experience with Dodo has been extremely disappointing. The activation process has been delayed, communication has been poor, and I've had to repeatedly chase updates instead of being kept informed. I was also charged before my internet service was actually working, which I don't think is acceptable. I was especially disappointed with the… Read more
technical support. Some of the advice I received seemed inaccurate. For example, one representative told me that my internet would still work even if the DSL light on the modem wasn't on. Advice like this made me question the level of technical knowledge and only added to the confusion. While some staff were polite and genuinely tried to help, the overall experience has been frustrating. I hope Dodo improves both its technical training and customer communication so others don't have to go through the same experience.
Hi Jayd, thanks so much for taking the time to share your… Read more
Sorry to say this but, I've got such a bad customer service with this provider. I've tried other cheap or affordable ones such as iiNet or TPG, but their customer service is still much more tolerable and better. I ordered my first sim card from Dodo but then I didn't receive it, they never even say that the order has arrived. Then, I ordered a… Read more
second one. I received it and then activated it. For some reason, it activated the first one that has never arrived??? And they keep telling me, no it's shouldn't happen, maybe you put the incorrect SIM reference number (the one attached in the sim card). How's that even possible though? I didn't even receive that first one???
Apparently, upon hours of calling them, we found out that they should've cancelled the first one when the second one is ordered...
And then whenever I call them, they at least transfer me to 2-3 different departments with the impression that they aren't exactly acknowledging what's going on.
Out of all, they didn't give me any service recovery where I might've tolerated the customer service and keep staying with them.
I even sacrificed to lose my mobile number and got a new one.
Basically, I didn't even get to experience the mobile service. But the customer service was so bad... Sorry...
I hope they could improve by this feedback.
Hi ShB, thank you so much for sharing this, and we're very… Read more
Find out how Dodo NBN Internet compares to other Internet Service Providers
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I had the worst experience moving from my previous provider to dodo. I was told the service is active and received the text and since then it has been 2 days ,I contacted customer services, technical support multiple times,I was initially told my modem is not correct then I was told it's escalated to activation team and they will get back to me ,… Read more
when no body contacted me ,I tried again and I was told it was not activated from other office, extremely disappointed as kids are having to do uni work and online classes which is all disrupted.dirt poor service.still waiting to be connected, now they are saying it will be next day when they will get an update.
Recent reviews
Warning About DoDo Internet. They emailed me like 7 hours ago saying they've automatically downgraded my plan from NBN50 to a NBN25, without my permission at all. In this email, they claim they my usage was not heavy which is why they're "helping me" get a beneficial upgrade or so they framed it positively. This is complete nonsense as I work… Read more
from home and I'm on video streaming ALOT. So there goes a bunch of lies. In addition, my initial subscription from 1-March costs me $65.99 for a contractual period of 12 months and yet they claim that the downgrade would enable me to pay less when instead I would end up paying $7 more for half the internet speed which is detrimental to my work and requirements. This ludicrous and totally absurd marketing stunt to lie, cheat and manipulate customers is totally disgusting when people should be living their day to day without such nonsense. I thought I should sound a warning to my immediate communities. I have never experienced such outright dishonest behaviour from an internet provider so if you got this email as well, then by all means fire away like a weapon of mass destruction. The cost of living crisis is already bad enough. People should not have to deal with this level of blatant dishonesty from the DoDo marketing team. During a call I made to confront them on this, I was received by a very professional and apologetic young man named Ali who fully acknowledged this nonsense. I hope you guys get a professional experience like I did if you have to made the same call. I've added an additional screenshot to show the initial plan indicating a 12 month contract.
Hi MJK, thank you for taking the time to share your… Read more (+1 reply)
Activation occurred during business hours at around 10am right when both my wife and I were working from home, resulting in service disruption with my previous internet provider. Got on the phone to a Dodo support agent couldn't tell me when the service would be connected and/or working, or even if the service was being activated by Dodo already.… Read more
Fortunately, the service was activated within 5-10 minutes after getting off the phone call with the support agent
They should seriously start training the entire staff in that company! I cancelled in Sep 25, they called me 5 times at least, super annoying. I told them I cancelled the service. They kept charging till April 26 with overdue $490. They pass forward it to credit control company. I send them all proof and send them to hell. Internet was sort of… Read more
okay but they have massive internal mess. If they focus more on being organised and less passing things to credit control company, they might have hope
Would drop out once a week requiring a router reboot which I could stomach for this discounted rate as when it was working the speeds were fine. Once I dropped off their promo it was time to leave and go elsewhere. The only ISP I've ever dealt with that does not automatically disconnect the service when you connect with a different ISP and when… Read more
questioned about it avoid answering and position all blame on others. Clearly a deceptive tactic to catch those like myself who assume rather than double check. Wouldn't recommend to my worst enemy
We had an internet service that was purchased by Dodo. We attempted to cancel the service multiple times. Each time they said they'd cancel it but next month we'd get another bill with another month's worth of charges added on. We ask them to cancel 5 times before they finally cancelled the service. Even then they still said we owed them money for… Read more
the period after we'd first asked them to cancel the service. We've explained to them multiple times that the charge is for the period after we asked them to cancel and asked them multiple times to cancel the charge. After the last email we didn't hear anything back so thought it was all resolved. Then 5 months later we got a call from Dodo chasing payment. We explained what had happened yet again and they thanked us for telling us our side of the story and said goodbye. Then they immediately sent a text threatening to send it to a debt collector if we didn't pay. At no point have they ever said they disagree with us when we've explained why the charges aren't fair. But they're still threatening to send it to a debt collector. I will never do business with this company again.
Atrocious customer service who use dirty tactics to lock you in. I’ve been using their internet service for over year and decided to switch providers to line up with my move to a new property. During the cancellation process they kept trying to push deals on me, but I was firm and told them I just wanted to cancel. When they finally relented, they… Read more
told me that it would be cancelled at the end of the month as that was my pay cycle, which I was happy and agreed with. They put me on hold and got back to me saying that there was a “mistake” and they ended up processing the cancellation effective immediately, which meant I was without internet for the remainder of my stay at the current property. They then said cancellation can’t be withdrawn once it’s been submitted, but I can start a new application with them instead to resolve the issue???? I will use every other internet provider before I dare to even use their services again.
Cancelled my service , still charged me for the entire month even though I was only connected a matter of hours. Perhaps I should have done it a day earlier but they could have at least refunded part of the monthly charge of $92. I won't be back and the poor kids got no lunch today. Very disappointed. Show details
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Hi Gavin, thanks so much for taking the time to share this,… Read more