Aussie Broadband NBN 250/25 (Power User)

The transaction of availing the internet service is 5-stars. Very fast and straightforward. NBN installation was very detailed and performed by competent and skillful technician. The internet flow is very impressive without any issues. Highly recommended! Show details ·  2

I called regarding my internet being slow and I have been frustrated over it. I spoke with Diam R who was very helpful and explained why my internet was ‘slow’ to me. I asked what a solution would be and he explained that due to my larger household I could upgrade to a 250/25 plan instead of the 100/20 and that would help with how many devices I… Read more ·  1

had in my household. I asked if he could upgrade me tonight and straight away he said yes and started the process in the next 40 minutes my internet will have increased and explained how the pro rata will show on my account next month. He ran speed tests and got me to check on devices too. Everyone I have spoken to at Aussie broadband have been welcoming and kind but Diam R you really stood out and you have been fantastic. I hope this gets back to you. Thank you for your amazing help tonight!

With my old provider, I was getting very slow Internet (around 10mbps) which could not be resolved, so I decided to move to Aussie Broadband. With Aussie Broadband, it was great dealing with Australian based staff. They were very knowledgeable, efficient, and patient sorting out plans for me, etc. The modem arrived soon after and worked out of… Read more ·  1

the box. I was very surprised at the massive increase in the NBN Wireless Internet speed now attained. The connection is solid with no dropouts.

So far, Aussie Broadband has been very good – It’s too early to tell. I’ve just started with Aussie broadband so far it’s been good a few glitches but overall it’s been good Show details ·  1

Use internet every day – I have not had an outage since fibre was installed. no issues encounter great support personal Show details ·  1

Switched from Kogan Internet after many years which had been increasingly terrible. The new Aussie Broadband NBN so far has been much better straight off the bat. A bit more expensive than the Kogan Internet plan I was on but soooo much faster and… Read more ·  1

no buffering at all so far. Definitely worth it for us. The NBN guy was here installing the new NBN box thingy for about 4 hours, only needed me to show him where to install it and grab a couple signatures. So far really stoked with the new wifi and service.

Decent price for the option, stable speed and have no issues with the connectivity since I switch to Aussies broadband. Only thing you need is a good router then you are set! (Review from someone who live outside of town and love to online gaming… Read more ·  1

and watching YouTube daily). The service is really excellent, have to wait for a while to get the fix wireless nbn install but other than that everything is very good, from the customer service to communication and understanding when in call. Issues got sort out quick. The MyAussie app is easy to understand but can still be improve, you also can check the summary on what bill you be paying and how much you need to put your money in before the monthly payment due with the app.

Firstly, your customer service people were generally excellent, and the final agent solved my problem. HOWEVER... this should never have happened. Review my file, and you'll see why. In short, you offered me a reduced rate when I decided to leave AB and use another service. So I agreed to continue with AB. Shortly after that, my service was… Read more

disconnected, supposedly due to a communication breakdown between your company and Opticom. After multiple phonecalls and troubleshooting, your team offered me 1) a further $2 per month discount ($2.00...??!! Give me a break... your screwup, your failure, and $2.00 per month to compensate for my son missing a deadline for a university paper, and my wife's business hitting a brick wall?! My time is worth a hell of a lot more than a $24 discount for a year, and losing a day when I had a lot more to do than talk to customer service agents and listen to elevator music in your wait queue doesn't enhance customer satisfaction), and 2) a guarantee that the service would be reconnected between 20 minutes and 24 hours. It wasn't! More phone calls, and your final CS agent identified the problem, which was that Opticom had reconnected the service on a different port. I then had to find my service connection unit, disconnect the input line from one port, reconnect it to the alternate, and I finally got the service back. Try getting a little old lady or a technophobe to do this - they'd have had to call in an electrician or engage a technician for a whopping callout fee, and $24 wouldn't cut it for them either. Frankly, I don't want to hear that this was all Opticom's fault, because it wasn't - they may have reconnected the service via the wrong line, but they should never have done this had your interface with Opticom worked seamlessly in the first place, and it then took multiple CS agents to identify the second problem. So I frankly felt mildly offended that your company then offered me a mere $2 per month to compensate for the late submission of a critical university term paper, an online business that came to a sudden halt, and the general inconvenience of a disconnected service that should never have been disconnected. While it's a pleasure working with a real Australian based Customer Service operation, and while your service has been exemplary until this incident, I doubt I'll recommend your service to anyone else, and I doubt I'll sign up[ again with AB after this. And given that I've gone to the trouble to communicate with you about this (you asked don't forget), how about you provide me with some meaningful feedback to this input you've asked for?

Just moved into a new house. Broke the Telstra shackles and picked Aussie out of a hat. Ordered the 250/25 plan because the price difference between the 100/20 plan and the 250/25 was $10. We are a household of two, have an ASUS RTX 55 router, with 1 wired device and 5 wireless devices. We are not 'power users' and our data needs are moderate.… Read more

Our key requisite for an ISP is stability. As a household of two, even if we try REALLY hard, we probably aren't going to using more than about 50MB down at peak times (concurrent zoom walls while we are both sufficiently bored to be streaming HD video while were on that call and concurrently playing connections or wordle on our phones?).

From the day we got our internet up and running (movers hid the router in a box labelled 'lamps' so it took a week to find - different story), we started getting dropouts. Hard disconnects. All devices would be knocked off line simultaneously - all computers, all phones and the TV all over the house. This suggested to me that this was a network problem, not an in home problem. Having a single device drop would more likely suggest an in home problem.

Our speeds were also low (on average 90 ish down, 20ish up) but we were primarily on wifi so we didnt necessarily expect the full speeds. We also dont care too much (we care, but we aren't going to die on that hill), as mentioned above - we're a household of two, we don't need a lot of bandwidth - 90 was fine.

Poor stability, however, is not fine.

I call Aussie and lodge a fault because of the dropouts. I've kept a pretty detailed log of the drop outs, what device, what technology (wifi or ethernet) and the time its happened (it's attached).

They gas light me and say it's clearly an in home issue.

Im almost 100% that its not because we've been running this exact same set up for about a decade, but I say whatever and pay a touch under $1000 to have cable pulled through to the office in order to get fixed connections on the PCs and set up a second router in the same office to ensure we get wifi coverage in there. To be clear, we had coverage, we were just beefing it up with a top end router (Ruijie). We still get the same speeds through the Ruijie as we did through the ASUS - it has not added improved wifi even though I now sit about 1m away from the router and my wife sits about 3m away from the router. The original ASUS router was about 10m away.

The evening after the cabling is done, the drop outs continue.

So I call Aussie again.

After 30 minutes of me imploring (literally begging) the agent to organise a truck roll from NBN, the gas lightning continues. Oh no. It must be a router issue. I dont have the energy to continue so, I say fine, I'll pay someone to come out and tinker with the router.

I call an in home tech service to come and hard reset the original (ASUS) modem, upgrade the firmware etc to make sure it's not the modem thats the problem. This costs me an additional $158. I could probably have done this myself but I wanted to provide evidence to Aussie that someone 'qualified' had remediated the so called 'in home issues'. Tech states on the invoice, and I quote 'Tested OK. Advised to contact ISP if issue persists. Recommended to arrange NBN tech inspection If internet dropouts continue'. Ive attached those comments as well. Because they're gold.

Drop outs continue.

I call Aussie again. I reiterate that this is clearly a network issue. I provide contemporaneous records of the dropouts and offer to provide the receipts for the work that Ive had done in home to prove that I'm not making this up, that Im running on ethernet through what is effectively a brand new modem.

No, they say. We need you to plug one of your computers into the NTD full time for a 'just few days' so we can run a trace. After COVID we went back to desk tops in my house so parking a PC tower or an iMac on the floor of my living room next to the NTD was not an idea that sparked joy. It also would mean we couldn't work at home. Which is kind of the point of the internet. But I digress.

I ask, in what universe is that a reasonable action for a normal human to take? Who has a spare computer lying around to do that, moreover, what average punter actually knows one end of an NTD from the other. The agent I was talking to kept muttering the word 'process' like it was the 'bring out your dead' skit from monty python.

I then reiterated that I had taken all steps that a reasonable person could be expected to take to resolve the issue and that Aussie now needed to step up to the plate.

'process, process, process, process'

I ask what happens if I dont know how to do these things that you're asking me to do on your behalf? We'll 'talk you through it'. What if Im not confident with tech? Can you send someone out? No - they cant. No field workforce at all.

Further questions from me to them: Who is paying for the ethernet cable? I am. What if I break something of mine trying to carry out your instructions? I am middle aged after all. Oh, Im on the hook for all of it. Great customer service, Aussie - Firm handshakes all round.

In effect Aussie wants you, the customer, to be their field work force while simultaneously forcing you to pay for both bad internet AND to buy the things Aussie should be providing for free in order to diagnose problems on the network youre paying them to provide you access to.

Utter madness.

As it stands, Im now close to $1200 out of pocket, Ive had ~24 hard disconnects (knocking ALL devices in the house offline for minutes at a time) across ethernet and wifi since the 24th of April (not including 29/30 April), Im no closer to actually getting my internet working and the agents that Aussie employ don't seem particularly interested in solving problems. Aussie just wants to save themselves $400 bucks on the truck roll from NBN and will do anything to not pay that. Devil take the hindmost. Customer service be damned.

I've lodged a complaint with Aussie, which will no doubt go nowhere, which I'll then escalate to the TIO. Which given their recent track record will also probably go nowhere but so help me I will fight for this one. $1200 is a LOT of money currently sitting on the credit card all because of Aussie's nonsense.

I might *gulp* even consider going back to Telstra. At least they have people that can actually turn up at your house.

Short version. Aussie = no good. Plugging your computer into a potato would give you better internet. Talking to the potato would give you better customer service. Eating the potato would be a better investment of time all round. Im going to stick this out just to get my money back. The second I get my money back, Im out.

NB: I did google Telstra's offering for this service address prior to posting, just for spits. It's exactly the same price for the same speeds, unlimited internet, as Aussie. The only difference? Telstra have a field work force (or they did last time I checked) and it's Telstra. So. Yuck.