AAPT Broadband

Reverse charged – This company continues to call me from a reverse charges number without informing me they are doing so. You expect me to customarize a company who expects me to pay unknowingly everytime they cold call me to your their wares?

AAPT - Poor service and unable to resolve simple issues – On 28th May our small business had our services disconnected meaning we had no internet access and our IP phones did not work. After many calls they explained they would resolve it as soon as possible. It has been over a week and they have still not sent anyone around to investigate. They don't care that we have not been able to have any internet… Read more

access or been able to receive phone calls from our customers. We are very reliant on having phones and internet to perform our jobs. I would never recommend AAPT because they are comfortable to take our money each month but do not deliver on what they should provide. The customer service is poor.

Dodgy company – don’t ever enter a deal with this dodgy company The service is awful and they know people who know people to get your business stuck with 3 years contracts which is not exists in Australia anymore if you deal with TPG directly, most contracts are 12 months and rarely 2 years. Also they charge you separately for GST on top which is included in any contracts if you choose any other companies Show details

Excellent – aapt have great customer service reps and they cant be blamed for the price increase, although it had gone up which was a surprise, they are still very competitve in the market! i compared it to telstra and optus, they are very similar to optus but telstra are far more expensive! i feel sorry foir the customer service reps working there as they… Read more

are only doing what they were trained, dont take it out on them, try making a complaint about the business decisions instead. great service cheap plans re pricing, telstra lines

Good – Wow, after reading all the other reviews, I feel very lucky. I've found AAPT to be cheap, the system reliable, and their customer service has been great whenever I've called. No problems to report at all. I've been quite impressed. As opposed to Telstra... don't get me started! Cheap. Always got a good response when I called customer service. Nothing bad to say.

Excellent – I have been with them for a couple of years their service has been excellent. But I'm most impressed by their price. I was on a contract with them for 2 years. Because there exisiting pricing decrease (so did other isp) they bump me up to a new internet plan which is equivalent to what I'm current paying. Sometimes there will be problems, but… Read more

that might not be their fault. It might happen if you're with another ISP. Its important to report the fault and be patient and with tech support. - fast speed- cheap plans- good customer service- will give more if pricing decrease and you are on a plan- 24 hour line to compalin if problems - the line can have problems, but this can happen to any ISP- adsl2 connection didn't work when i was first connected, hardware fault. could happen to any isp.

Unable to actually talk to someone who actually makes a decision – We have a fibre connection. This was installed by a reseller in April/May. At the time if installation a fault was found with the connection that was as a result of TPG/AAPT and not at the user end. This fault described by Monthly IT who resell the TPG service. Until Monthly IT and TPG tech support communicated directly was the fault rectified, in… Read more

the end a very simple fix, but a delay of service in the end by 30+ days. We are still waiting on a credit to be applied and at this stage TPG are denying any responsibility. If it had been anyone other than a TPG reseller doing the install you would have no option, however even their reseller is highlighting an issue at their end. Customer support is where this falls down we have been in constant communication, yet getting to someone who can actually talk to both the customer and reseller is impossible. Given over the contract they will earn 40+k you would think that a simple request for a few hundred dollars of credit would be a good will gesture.

I don't even get internet – Came with my apartment, typing this up from my phone because the internet stopped working altogether. Even when it was working I got 60kbps and it dropped out all the time. Pardon my french, but HOW AM I SUPPOSED TO DO ANYTHING WHATSOEVER ON THIS NETWORK!!! Anyway, moving to Optus mobile broadband as soon as possible. I hope someone burns down AAPT's head office.  Show details

Worst Tech Support and Service – Service is horrible, Cheap and its what you pay for actually the money you spend isn't even worth it as you don't get anything for it.

Recent AAPT Broadband experience – Recently installed a 20mb/20mb business ADSL link for new cloud based software, best they can deliver to the premises is 6mb/6mb (which wont run the software) and as there SLA's have no min speed specified they are enforcing the contract and wont allow me to cancel. They wont even let me upgrade to fiber without paying out the 36 month plan at… Read more

11K. Now I have a service that isn't usable and no option out.

Strongly recommend avoiding this Telco.

Website is a joke – I tried to connect/buy an internet connection for a residential. Website is very hard to navigate and no information are shared on the website. I used to be a customer for many years until I started travelling around Australia and unfortunately your mobile internet didn't work for me. I tried to give you a chance again but you failed through your… Read more

unfriendly and hard to navigate website. Using a terms no familiar on other sites so you cant compare. And no free call to ask for a help? No wonder not many of my friends I put on you originally switched to another provider. Cmon AAPT surely you can afford better website designer!!!!!

aapt is a joke – My phone has been out of service for over a week. Trying to get any sense out of their staff is impossible. My support person "Zac" still has not gotten back to me. Firstly they said it was Telstra and then my phone handset and suggested that I get a serviceman in - which I did (at my cost) and now they are back saying it is Telstra's fault and… Read more

they will be out in 3 weeks to have a look. Total lack of communication!!! I notice there is no complaint handling method with this company - probably they would need an additional department ...

Terrible speed, unreliable service. Recommend everyone don't go any where near them – I made a bad decision to switch to Pennytel broadband which is supplied by AAPT. The speed is horrible. At best, I can only achieve half of the speed to the previous ISP and can drop to as low as couple hunderd Kbps. Connection drop out frequently. I can't wait to the end of my contract so that I can switch to a better ISP Terrible speed, unreliable

Easy to open hard to close – I was with AAPT for internet and phone and decided to change providers. I rang them and told them i would be leaving in one months time and to disconnect me at the end of the month. I received a bill the following month. When I rang they told me I had to inform them in writing or email ( a fact they had neglected to tell me when I rang) I told… Read more

them they could see i had disconnected because I had no usage.I then sent an email to "officially" tell them I had discontinued the service. Next month another Bill. I sent a further email of complaint and received a rude email stating that I had to pay the Bill. I agreed to pay for the time up to my official email. even though I had not used their service.Next month another Bill. I rang and complained to AAPT and they said it I had not cancelled the service. Next month another Bill. I rang the Ombudsman and within 48 hours a call from AAPT.They managed to find the "lost" email and said the service would be cancelled,however I might receive another Bill or 2 and to ignore them. I told them if I received one more Bill I would be back to the Ombudsman. I never received another Bill.

rude incompetent staff poor service very poor accounts dept

bad news – was with AAPT for some years; line dropping out, bad service when contacted and worst of all, did not have any idea about account keeping; always wrong amounts, billing mistakes etc etc..ended up going to Ombudsman to get resolution; they sent letter saying matter had been resolved and i would be disconnected as per request; next thing there's… Read more

another bill in the mailbox for me to pay x amount of money, even though service had been disconnected weeks before!!...NZ Company, i think, stay well clear , you've been warned

Very poor Service, connection and speed – We had been with AAPT for four years after initial good reviews, however when we decided to move house, we were charged for the move when they guaranteed we would not be charged. In 2011 we had serious problems with our connection and after several call outs to fix the exchange and the phone line we still had bad reception. They even sent out a… Read more

Telstra contractor to check the line and he said it was working fine up to the house connection, that's because by the time he arrived the fault had gone, he then asked if he could check the house connection , but obviously this would cost us $150....uuuhhhh no thanks.

Don't try and charge us for your very poor service and connection.

Rip Off!!

I do not recommend AAPT to anyone.

Poor connection, service and rates

Rude and Incompetent! and we help to pay their wages! – My phone and internet service have been stopped without any notification. I phoned to query about their action and was told that I had account outstanding and that they send me a reminder by post. I moved from the address which they posted the reminder to more than 12 months ago and they had all the new details when I moved and transfer their… Read more

service over.

Been with AAPT for more than 4 years and always paid my bills.

I get my billings online and notifications were send by emails or USED to - but for months I didn't receive any notifications. So I had to go into their site to sign on to my account just to check if I owe any money, at the end I was fed up so I called to advise them and gave another email address to use.

Surprise! surprise! Nothing still !!! Now I am without phone or internet service and my children are doing examination and need the internet.

I called from my mobile to query and clarified the situation and the customer service rep ( from Philippines ) told me to pay my bill online straight away or get an old bill and go to pay at the shop. I was 5:10 pm and without internet connection, told her I wasn't able to do anything and requested to speak to the manager 3 times during that conversation. The manager on duty kept sending the girl back with different suggestions or excuses. At the end she said she would call me back to save me waiting.

Waited for 2 hours - nothing, I called back again and spoke to a different person and had to go through the same crap again. Apparently the manager from customer service had just left about 5 minutes before, and I was assured A manager from the Customer Service would call me the next morning.

It has now gone past midday and still - Nothing !!!!!!!

They are quick to take your money but don't really give a crap about your concerns or how to interact with their customers with courtesy.

Well I have been paying high price for their services ( or lack of ) just glad my contract will be finished this month. Internet connection. all CSR are overseas ( Philippines, Malaysia and Cape Town) sometimes they are very hard to understand and very concerning to give personal details and password to all these People overseas.

Terrible service! Will never use again! – The internet always drops out. The service people are overseas and are rude. They always promise to help by "monitoring the line" which is completely untrue because whilst they were monitoring that - the line dropped out many times and they called back saying that "everything seems to be fine now". We tried relocating the service and they keep… Read more

giving us misleading information about when it will be connected and it took very long. Nothing. Hate it all! TPG is cheaper! Service is bad!, internet always drops out

Terrible – will never use them agian . i moved lines from them after they refused to allow me to upgrade my internet unlesss i locked in for another 3 year period. Lockin merchants who have Indian support staff. find someone else to use several email messages to check on service, but unfortunatly limited in size so you cant really lodge a complaint.no… Read more

difficulty with payments by direct debit. service ias appauling. no real service if you live on the west coast. poor product management and technical support. \dont believe a word the telephone operators tell you, you cna get 3 different stories on the same day to the same enquiry. Sold and locked in . tried to upgrade internet speed a year later having been told i could do that at any time.no no they wanted to lock me in for another 2 years. I was that annoyed that i pulled about 70 lines from them from verious businesses i control, and i found a better supplier. bunch of [censored word removed] with disintereted directors. dont use them.

Bad – They now have contracts only for home phone and broadband. I went to Aapt because they did not have contracts. I find they are hard to understand when i ring and their service isnt the best at all. The bills are hard to understand and if you call they dont answer your question. Their exit fees are unreasonable, but so are many of the rest. I… Read more

think when my plan runs out i will be looking elsewhere. The price is pretty good for my home phone. I dont find their bundle deal good value so i have internet with another provider. Price is good and they never had contracts when i first joined them. Service is terrible.

Worst Internet Provider Out There – AAPT is the worst Internet provider with extremely slow speeds, horrific customer support and are complete cheapskates. I called them up about a problem with my modem how it kept restarting itself at random. The customer support agent tells me they will monitor it through the night and if it drops out they will send me a new modem and they will… Read more

call back the next day. It dropped out 3 times that night and they didn't call back! So I rang back and they said the same stuff again about they will monitor it and again no call back. So now I am here stuck with a stupid dodgy modem 4 hours of my life gone from talking to those badly trained customer support agents and when it is working I need to put up with slow speeds so if you are thinking of going with AAPT.. simply don't.

Customer service, expensive, bad speeds, dodgy equipment.

Awful to setup and poor customer support but the internet is reliable – They were extremely slow to setup our connection, which was a midband ethernet. Customer service was awful. The account manager was great getting the deal signed and after that he disappeared until after the connection was done, trying to get more business. Once you set it up though, you'll probably not need to touch it again because their… Read more

internet connections are very reliable.

Our upload speeds didn't come through as advertised but the customer support was so bad that I can't waste anymore time with them. Internet is stable Very slow to setup and bad customer service

Bunch of Liars! – Shifted up to FNQ from Melbourne... was reassured that I would get the same Internet Service that I had.. ADSL2.. [censored word removed]!.. I am on ADSL1 and am paying more for it.. and of course even tho I had come out of Contract to get the 'same service' I had to resign. Not happy Jan!.. so as soon as I am out of Contract with this mongrel mob… Read more

I am out of here. Service is crap as one is speaking with Indians and they really dont give a [censored word removed] and have to repeat ones self over and over again to different ones.. Grrrrrrrr

Bad – AAPT was a great provider. A new business model has been rolled out and it is now a disappointment on every level. I LIKED the no contract emphasis. Used to have excellent onshore service. Incredibly bad offshore service now. Unhelpful website. Unreliable internet connections. Show details

Terrible – AAPT is the WORST! Save yourself a lot of heartache and don't get involved with them. Internode ADSL and a node phone is a great alternative that I have discovered as a result of my great unhappiness with AAPT! So there are good reliable cheap alternatives out there! Vote with your feet and spread the word that AAPT shouldn't be in charge of a… Read more

hot dog stand let alone a telecommunications co. I initially liked aapt because they provided good service and cheap phone deals. The bottom has dropped out of this company. My bills arrive in a different name each month or I get billed twice. I have found it impossible to speak to anyone- even to cancel my service! I am currently going through Telstra to do this.

Terrible – Had several issues regarding getting capped after using only half my useage and I also have had drop out and connection issues. The tech support people are useless and not capable of fixing simple minor issues....have seen washed up dehydrated jellyfish with more brains. Have been put on hold by customer support for ridiculus periods only to have… Read more

them hang up. Recently they started charging me for uploading which was not part of the contract I signed up to and I never recieved any notification that they were making any changes. When I rang to enquire about the situation I was confronted by seriously rude staff who refused to put me through to a supervisor or give me their names so I could lodge a complaint. I cancelled their service over four weeks ago, several phone calls and emails later and I'm still connected.....looks like the Ombudsman may be getting a phonecall.

A very very bad service provider... STAY AWAY.

Capped to dial up speed after only using half my useage (has happened five times) and then took two weeks to fix it leaving me with a slow connection for their inability to fix a simple error. Impossible to get through to customer support and when you do you are answered by extremely rude and unhelpful people.

Terrible – The level of frustration was unbelievable with this provider even when I wanted to cancel my account. I could not get to speak to anyone for almost 2 weeks (kept being put on hold for an average of half an hour). Tried to contact via internet/emails but had no reply. Finally I wrote a letter to the head office in Sydney and still had no reply… Read more

(written or spoken)! For a simple request to cancel, it took a month to get the process started. Definitely not to be recommended unless you are a sucker for punishment! Only in the initial signing up with customer service. Package price was initally a pro but turned out to be very expensive within 12 months. Unable to downgrade or upgrade without incurring hefty charges/cancelling account. Very slow broadband speed. Horrendous customer support.

Terrible – The level of frustration was unbelievable. Worst services you can get. Have paid a good heck of money for modem etc, otherwise I would prefer not to touch this ISP. Was told that Speed upgrade was free, but later charged $75. Poor customer service. Trying to fix wireless connection problems for the past 4 or 5 months. I have called customer… Read more

service more than 10 times. Each time I am asked to go through same exercise and stop precisely at the same step. At the end of each session I am promised that there is some problem with the modem and that I will be provided with a replacement modem. Each session lasts more than 45 minutes trying to do the same things, paying for the phone calls too. I have not got my ADSL2 wireless connection fixed even after 22 days of notifying new address. ADSL1 was good. Very cheap plan. Not faced any problem for 2 years. ADSL2 very very bad. Not a day without a problem. poor customer service. You can not talk to anybody beyond call centre/customer service guys.

Terrible – Don't use them. Sneaky sales people put charges on my account when I told them over and over again I didn't want new services. Very bad customer support, one woman just kept talking over me. They lied to me telling me that they had cut my broadband off because I had my telephone service with another provided then retracted. Don't use them!… Read more

Originally very good. Service is now appalling. Charged me for services I didn't request and cut my Broadband off when I changed my phone to Telstra

Good – I am quite pleased with the service that AAPT had given me during this 3 month period that I have been with them. I would recommend their service to anyone as I do not have any complaints about their service. Good internet speed, generous downloads, the unlimited broadband from 8 pm to 8 am gives us the liberty to use the internet as much as we… Read more

like without affecting the peak period usage. Waiting time is not much for technical support. The unlimited local and national calls and 10 GB broadband for the peak period with unlimited broadband access during the offpeak period for just $99.95 a month is amazing. The offpeak hours could be moved ahead as the 8 pm to 8 am offpeak period is a bit too late for internet browsing. Customers should also be able to make unlimited calls to 13 and 1300 numbers for the same amount.

Bad – We WERE very happy customers and in years past have been very happy with the telephone support. Of late we've noticed a big change in that. Recently had a phone call leading us to believe because of our loyal custom we were being offered special deals and added service for the same price we were already paying. Husband took them at face value. … Read more

Turned out they were offering us contracts available to anyone checking deals on the internet. Also turns out the additional reward services were in fact separate plans with separately identifiable costs which we didn't in fact need. They could have offered to save us money by selecting more appropriate plans. Issue has been resolved after hours and hours of chasing people including being told we weren'nt entitled to a cooling off period. Then being told we had to call them cancel at a different time. Then being told the rep wasn't authorised to cancel the contract. Never would anyone give us the name of someone who was consistently managing our case even though we asked repeatedly for a contact and we had to call over 5 times and rehash the whole thing over & over again for the next rep to take our call. It took days of us chasing them. I believe we should have been able to contact them once to tell them we wanted to cancel the agreement within cooling off period and then it's up to them to make that happen. They put the onus on us. To be fair they've offered us a goodwill incentive as compensation for the dramas however we are utterly disgusted with the whole affair and I am now on here checking reviews of other suppliers and reviewing our whole situ. If only they hadn't cold-called for the sale in the first place we would have been none-the-wiser and very happy customers - even if we were paying more than we really needed to! Fair & competitive pricing Attrocious customer service. Manipulative sales techniques. Minefield to resolve issues of conflict (all the onus is apparently on the customer!)

Terrible – We have used AAPT's Business Broadband ADSL2 (20GB) for 10 months now and everything was fine until we went over our limit. Then, without any warning at all, we got hit with a massive charge of $110 per extra gigabyte. For anyone who is not aware, AAPT's 20GB Business Broadband package is $121 per month. So you'd assume the charge is somewhere in… Read more

the region of $6 per GB yet their extra use charge is an outrageous $110 per GB.

So I call up and politely ask what they can do about it. The answer "it's a reasonable charge". Then I ask about the possibility of cancelling "you're tied in". The customer service was incredible, I thought I was talking to someone making a spoof. So we gave up on the phone and tried emailing. All we got was a massive run around, forms sent to us over and over again for us to fill out but no real response to the central question: "How can you possibly justify $110 per GB? And are we important enough to you for you to want to go out of your way to keep us?"

After several weeks of this, today we finally got a simple reply, "Unfortunately we cannot reduce the amount charged for the excess usage, hence charges stand.".

Needless to say we will be cancelling our AAPT contract and moving to one of the MANY cheaper options. I would advise anyone considering AAPT's business broadband package to be very, very sure they know what they're getting into before signing up. Initial sales support was very good. After sales support, appalling customer service (if you can even call it that), incredible high extra usage charges with no warning, total run around.

Terrible – I did the mistake of shifting from Optus to AAPT and my service hasn't even started and I am facing problems with Internet connectivity. After calling them practically everyday since a week i have only managed to hear that they are working on my fault without confirming when they might manage to resolve it. Take my advice and go for any tom dick… Read more

n harry ISP except AAPT. Nothing so far Bad ...worst service ..off site support cannot understand problems...no ETA on resolution

Terrible – As everyone else has said, there is absolutely NO CUSTOMER SERVICE. i have never been so frustrated about anything as much as this terrible phone/internet company. Give them a miss! cheap. no customer service, it took me over a week of calling every day and being put on hold for hours, then being hung up on. still havent been able to contact them by phone...

Bad – I telephoned this morning to find out about buying a 24 month 20GB ADSL2 plan. Made the mistake of asking if I could cancel the 24 month contract within a certain period if I cannot get it set up with all of my kit and working at acceptable levels. Woman was incredibly rude and hostile. Said their product ALWAYS works. I tried to explain that I… Read more

was moving and have no idea what the lines are like at my new place or possible interference. She got more and more hostile and insistent that there could be no problems with their product. Gave up and hung up. I dread to think what they would be like if there was a problem after I had signed up.

Poor customer service