Aussie Broadband NBN Questions & Answers

Hi Yvonne, thank you for your question! Is this for your internet or mobile? I would recommend the 'Casual' plan we do, which is $69/mo with no lock in contract.

Feel free to ask any follow-up questions here. Thanks! - Sarah

Hi Braidyn, thanks for reaching out! Sorry to hear of your ping dramas - were these results from a speed test website, while playing a game, or for something specific?   - Sarah

Hi Paul, thank you so much for reaching out to ask this important question! We can help! Our options for this MFA process include SMS, in-app notification (for our mobile app), and email. Your assumption is correct! We would certainly be able to do the email option for you at any time we may need to follow this MFA process. :-)

Let us know if you have any questions, thanks!   - Sarah

Much appreciated thank you. Once I have saved enough for the first month and a new modem I will make the call :-)

We look forward to your call! You can use an existing modem once you're ready to sign-up, as long as it's compatible :-) Cheers!   - Sarah

Thanks Sarah. I think I will have to send my iiNet modem back. Happy to buy one from yourselves as it is easier to setup I'm sure.

Hey there - deeply sorry if we've let you down recently. :-( Customer service is not something that's easily measured - it's subjective, depending on the person and what their support needs are. If you have any feedback or issues to report regarding our support teams, please let us know using this form (www.aussiebroadband.com.au/lodge-a-complaint/)   - Sarah

Try Australia On Line - a small provider that actually cares about customer service (and has a 4.8 Product Review rating compared to ABB's 4.5).

I have no idea, sorry. I’m in South Gippsland in Victoria.

Hey Jessica, thanks for reaching out with your question! With any area covered by NBN, our plans can get you to the top achievable speed at your address. For info specific to where you are, I'd recommend giving our Sales team a call on 1300 880 905 to discuss what speeds are available for you. :-)   - Sarah

Hey Mike, thanks for reaching out! The following is a quote based on my personal recommendations; we can vary each item if you need more or less data/speed. This quote is our lower speed broadband with unlimited downloads, unlimited calls to local, national, and mobile numbers from your mobiles and home phone, and 3GB data per month for each mobile. You could subtract $10 from this quote if you don't use the home phone much and would rather pay the rate each call you make (receiving calls would still be included).

Seniors' NBN plan - $55 + Everyday VoIP (Phone) $10 + Basic Mobile 2x $15 Total monthly cost - $95

If you'd be keen to go ahead, please send us a private message here on ProductReview with your phone number and we can organise a call-back for you. :-) - Sarah

Typical evening speed has been reasonably good and we are using it for streaming as well as internet. 50/20 is the maximum available from NBN in our area.

Many thanks Russell. We're in Kyneton. Will also be using it for streaming and gaming and what we use presently is sometimes awful.

Hey Janine! You are always welcome to call us on 1300 880 905 and we can check what sort of speeds you can obtain at your premises :) - Lizzie

Try Australia On Line - a small Victorian based provider that provides speeds equal to the ones Aussie Broadband boasts about without the rude service and frequent dropouts we experienced!

Hey!! Yes :) You can BYO router / modem (and the Nest is compatible with us!) - so that should be all good to go. One of our Sales Team will give you a call anyways once you have inputted your details so we can chat you through it anyways so that should not be an issue. Kindest, Lizzie

This is an NBN service, your email doesn’t change

so I keep my email address even though it withv telstra big pond

Hey Norbet! If you are with Telstra, you will have to ask them if you can keep your existing address (sometimes there is a fee for this) :) Kindest, Lizzie

HI Masri, you can give us a buzz on 1300 880 905 and we can help you out :) Kindest, Lizzie

Hey there! If you want to give our team a buzz on 1300 880 905, we'll be able to assist you :) Kindest, Lizzie

Hey Vatn! This depends on your connection - I recommend giving our team a buzz on 1300 880 905 and seeing what we can do for you :) Kindest, Lizzie

Yes! Plenty of dropouts yet ABB deny they exist!! Time to find a better service!

$$$$ before people eh?

Perhaps. Depends on whether the modem is #unlocked# similar to a mobile phone. Call Aussie on 1300 880 905. Their Customer Service is good. Very good, in fact.

Hi Pamela! We can, however, we need to make sure that it is compatible - as Steve mentioned above, it is best to give our customer service team a buzz and we can double check everything for you. Kindest, Lizzie

Hey Niroj, thanks for reaching out with a question. The nbn New Development Fee (NDF) is not ours to waive, it’s an nbn fee that is charged through us, and as far as I’m aware, you must pay the NDF. We also don’t offer contracts for residential customers, so we wouldn’t be able to offer you a contract. Hope this helps. If you have any further questions or concerns, feel free to fire them my way :). Cheers, James.

Hi Steven, you may not get much of a response on here, but you will find customers over on Whirlpool will be happy to provide insight. external link  Typically, you will find that experience varies across different nbn connection types and even varies on the connection to your home specifically. Just something to keep in mind but definitely check out the WP forum. Cheers, Mel

Hey Joachim, thanks for the great question. It should work on our network. From everything I’ve seen and read about their routers, they don’t lock them and you should be able to reconfigure it to DHCP, IPoE or Dynamic IP, if it’s not already configured the right settings. Whilst we can’t guarantee it’ll work, as it’s not our router, we are more than happy to help if things aren’t working or are confusing. Hope this helps and you have a lovely week. Cheers, James.

Just to add to my question, I just logged into MyAussie account, and I can see that my NBN 100Mbps/40Mbps 500GB ($80) is scheduled to increase to $105 on 14-10-2020! If this is intended, then this only gives me 30 days notice, as opposed to your email from yesterday, giving me 60 days notice?

Great question. The price change will come into affect on November 15, for you. You'll have two months before it kicks in. Hope that helps. Cheers, James.

such arrogant and money loving attitude ABB!

Hey Reshael, thanks for taking the time to reach out and ask a great question. I personally believe there’s lots of great benefits to switching to us. 1. Our customer support team is all based in Victoria 2. We have an awesome app where you can check outages, change your plan, do service tests and lodge a fault without even picking up the phone. Plus a whole lot more. 3. We have our own network 4. We make sure to provision enough CVC/bandwidth to ensure you get the speeds you pay for, especially during peak times I’d recommend sticking with the Google Nest, heard a lot of great things about it. And it most likely will be compatible with our network. As for the modems, they are supplied by NBN and you should already have one at home, so you don’t need to purchase anything else. Hope this helps :). If you have any further questions, don’t hesitate to fire them my way. Cheers, James.

They are raising their prices, so be careful.

Reshael, be very careful aussiebroadband is raising their prices. Even other ISP's are confused why ABB is doing this to their customers. as the CVC is below the usage rate. Shop elsewhere as there are ISP based in Australia providing very competitive prices and better connection speeds.

I’d much prefer to keep my money in Australia than to business overseas. I know it can be tough with these things costing a bit more but supporting Aussie businesses is so important! I dealt with overseas customer reps for 10 weeks who never solved my NBN issue when Aussie fixed it overnight!

avoid ABB

Hey Neddles, would you mind letting me know what you want to know the cost of? If it's plans, feel free to go to our website - external link  - and put your address in, it'll show you all the plans available at your address. If you'd prefer, you're welcome to call our team on 1300 880 905 and we'd be more than happy to help. If you have any further questions or comment, feel free to fire them my way :). Cheers, James.

Hey Ricardo, Thanks for reaching out and asking a great question. Whilst we can’t guarantee your router will work on our network, we always do our best to help you reconfigure it. Generally, Telstra modems should work on our network as they use the same configuration. However, VoIP is almost always locked to Telstra through the firmware they use. Whilst we don’t do that to the routers we sell, we can’t control what other ISPs do. When I switched my parents over from Telstra, they had a Telstra supplied modem and whilst the internet was an easy switch over, they bought a VoIP adapter to get around the locked VoIP. The other benefit to getting a VoIP adapter is that it opens up the options when looking to purchase a new router. A lot of independent brand routers will not have VoIP capabilities, like the Netgear Nighthawk for instance, and you can utilise the adapter to use VoIP with those routers. In summary, you shouldn’t need a new router, but will likely need an adapter if you want VoIP. Hope this helps. If you have any questions or comments, feel free to shoot them to me. Cheers, James.

Hi James, I didn't know there was such a thing as VOIP adaptor. Thanks for your very helpful reply.

No worries, always happy to help out :). Cheers, James.