Astron has been under new ownership as of June of 2016. Since then they have transformed its approach to sales and customer service.
A horrible company to deal with. Set dates for direct debit that often results in a non payment being made which results in a $15 fine. Started off with the basic package but the speed was too slow, under 1mbps. Upgraded to the next level, for more money, and it didn't go much faster at just over 1mbps. I do not recommend astron and advise everyone i know to avoid them.
Went with Astron for NBN connection. Service dropped out numerous times, one time due to a drop out which I was unaware I had to reboot the modem. A new modem arrived in the mail a few weeks ago with no notice. When I called the company they said it was from Astron for a change over. We were told we would get a text when the change over would occur. This text never arrived. Last week our service dropped out and tried to call Astron. After hours of waiting finally got through and was told there had been some problems with change over and t...o call customer support the next day. This was on a Friday and tried to call on Saturday as instructed. It was a Sydney number and was put on hold for 5 hours (using a mobile with large charges) with no response before the line dropped out. Tried technical support the next day and they said they would call today to fix the problem. Had no phone call by 4.50 so I called. I was told the IP address was not allocated until 30 mins prior to the call. I got the service finally connected and then asked how I get a reimbursement for the lost service. I was advised to call Customer Service. I called CS who said I would need to talk to billing department for reimbursement. The billing department said they couldn’t help and I needed to talk to customer service. Just going around in circles. I asked to speak to a manager and was told none was available. I have now taken the complaint further to the telecommunications ombudsmen. This has put me way behind on my online university study (falling behind in assignments) and caused a lot of telephone time and angst. This company has appalling service and follow up. I don’t recommend anyone goes with them even with any good deal they try to throw in. I am definitely going somewhere else.
Terrible unreliable and no customer service
We signed up with Astron last year in July since then we have had unreliable service that dropped out all the time. We moved house and sent the relocation form 3 weeks ago. We still haven’t been reconnected at new address spent over 1hr 40mins trying to resolve this only to be disconnected when finally transferred to right person. Rang back immediately only to be told I will have to rejoin queue. Don’t use this service ever.
Appalling customer service with very slow Internet
Astron can be ok at times with average speed, however the majority of the time it either does not work or is very slow. The custom service is pathetic, I waited 3 and a half hours on standby waiting for someone to pick up, but no one did. I would strongly recommend any other NBN provider, as this one is terrible!
Worst service EVER!
I have put a application for internet 4 weeks ago and when i ring to enquire i get put on hold... no one comes back to me. Today i waited 50 mins and had to hang up. I've been told "someone will call you back to help you" and again not 1 person has rung me back. People i speak to are rude and have a couldn't care less attitude. This has caused stress to my family and will be putting in a formal complaint. This company is not worth the hassle.
Zero Customer Service
Had been with Astron for 12months. Average speeds on NBN but was ok. Then all of a sudden my service stopped working, waited a day or 2 thinking it was just an outage. Day 3 I rang them only to be advised that they had decided 2 weeks ago to upgrading my modem (no email or notice about this) and now until my new modem arrived I was going to be without internet. When I finally got through to customer service 20 minutes later, his attitude was oh well, zero care given!!
So with that, I’ve cancelled this poor service and gone with a better provider!
Ever since Astron introduced the $2 paper bill fee for their overseas phone plans, they have suddenly increased the frequency of their paper bills. My Mum, 85 years old, wants paper bills. She used to get a bill quarterly for about $10. If she put in extra and was in credit, she didn't get a bill in 6 months. Now that they charge $2 for paper bills, she keeps getting bills monthly, even if she is in credit. Using sly tricks to rip off old people. No use calling the Communications Ombudsman (I tried it before) because they only put you in contact with the Telco and there service from Astron anyway. Best thing is to drop them.
- Verified customer
One of the worst ISP's in Australia.
Signed up with Astron in February 2017 for 25Mbps download. Astron rep promised my existing email would be unaffected. Lost my email account. Had to create a Hotmail account and transfer a whole heap of links over. Astron forgot to transfer the phone. Lost my phone number I had for over 20 years. NBN installer drilled holes and changed his mind on where to put the hardware. Now I have a bunch of unused holes in my external brickwork. Internet never gets beyond 12Mbps. Currently getting just over 5 Mbps download. Frequent loss of internet. Custo...mer service is non-existent. No response to email service requests. Can't wait for my contract to expire so I can go elsewhere for my internet and phone provider. It is my belief that they are in total breach of contract. October 27th 2018 Update: Astron is still the worst ISP in Australia. Here's an update on my original review. Astron have partnered with Telstra back in July and without any request from me, I was sent a new modem. I was to have the "new" service activated on August 08th. This failed to occur. Then the "old" service was simply disconnected! And after almost 2 weeks without home phone and internet, I was unable to work from home. Many phone calls later I had internet restored. A few days after that I finally got my home phone back. Now in my latest bill, I see I have been charged $81.82 for the "replacement Telstra Modem"! Why do I have to pay for YOUR modem? I did not request it. I did not ask for you to partner with Telstra. I still have to reboot the stupid modem at least once a week, but based on anecdotal evidence, this is more an NBN issue than an ISP issue. The only genuinely reliable thing about Astron is the theft from your bank account each month! That NEVER fails!
So, my household is with Astron internet provider. This is the worst internet i have ever been with, our black box keeps screwing up and stops our internet from working... we have to actually unscrew the cord that connects to the foxtel and wall. Then screw it back in... we have to do this minimum 21 times a day. At the moment it isnt working after my mum was on the phone to them for almost two hours to get it working... it worked literally for 10 minutes and hasnt been working since. Your internet is horrible, the speed is terrible, the drop outs and reconnections are happening too frequently. Would never recommend this provider to anyone.
Astron are a bunch of liars and idiots
About 2 months ago my partner changed account name from housemates name because of house move... we rang astron and asked for a move of our service to new address... astron tell us we need to cancel our contract and redo application for service we have done so and still have no internet its been just over a month in the new house they have taken money from us for a service they can't provide... even with new modem which they sent to old address and old housemates name ... very very disappointed with astron service... I will be goin to the telecommunication ombudsman about your company... then signing up with more reparable nbn provider.
Can't watch movies on streaming despite paying for 25mbps plan which they guaranteed would work
I just did a speed test and it is 0.72mbps - I am on 25 mbps plan - this service is much worse than the wireless broadband I was on - super slow and now is actually affecting my work as I work from home - so angry to have someone to come to door and spend half an hour selling me lies. I signed up to foxtel and netflix and have to cancel both as cannot watch any streaming at all - it even takes webpages ages to load. I was guaranteed by the sales guy that I would be able to stream and that was why I signed up and I still haven't seen finale of G...OT - which was the main reason I wanted speed that would enable streaming. I called and they were nice but said will send me new black box which will take 3 weeks - how do I manage in mean time?? and why should I pay for a month of service this month when I have not received a month of service!??!!??!!! Sick of paying for speeds I don't get. I have been saving screen shots of the speed tests at different times of day, I am doing it every day now to prove I don't get what I pay for.
NBN is not ready
three weeks ago we were connected to the NBN via astron this has been the worst our internet has worked since dial up today we had a record ping of 333 usually around 50 download speed 0.20 upload speed 1.98 if you are wanting to get rid of your adsl nbn is not an alternative just hotspot your mobile it may very well be 120 times faster as is mine
So yeah we signed up for Astron internet with one of the rep that came to our front door all good... She told us for $100 a month we would have the fastest internet speed in the nation... 3 hour YouTube movies would take 10 seconds to load..... She told us when we move house we can just take out our modem and plug it into the new phone socket at the new house and service would continue as normal... What a liar!!! When the rep left that's when the problems started... Slow speed then we had no internet before we moved house called up and wai...ted 45 mins for a rep to tell me that I have to email him requesting a "move of services" when I told him I was lied to by the rep at our front door he went real quiet... I am now in my new house and service is still not on after 6 days (rep told me it would be 3-4 working days.. ) just called up today and THE SAME REP from the last time answered and said it will take another 2 days.... What the hell!!!! i'm gonna see if we can go back to DODO at least they were better than this! SAVE YOUR TIME AND MONEY not putting up with this dishonesty ... Looking forward to getting out of my contract... If they lie once they will always lie... SMH.....
Stay away, promise of free modem, never sent, promise of quick customer service didn't happen 40 minutes on hold, told cooling off after receiving modem, customer service said from sign up, not good enough, get it together Astron, sell what you can provide, not what you want to provide.
moved house and still waiting for a date
I moved house a month ago im still waiting for my internet to be put on at the new address i told once they had the paper work is wold be on within 3 days well im still waiting and yes they the paper work. I called again yesterday was told i would get a called be the end of the day i got no call yet ive been told to pay a bill for the time i haven't had internet this is just not good enough.
Astron not resdy for NBN
They promise what they can't deliver. No connection . When you ring up they ask how you hoocked up the wires etc. If OK they tell you OHHHH they working in your area give it 2-3 hr and try again.(just to get rid of you). If you know they work in the area why treat me like 5 yr old with stupid questions. 1 day after still no internet. Same routine they give you and you wait on the ph for them for 45 min to give you nothing.
They wanted to have people signed up quick and deal with prob as they go.
DON'T SIGN. or if so get out of the deal.
They give you problems only.
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