10,054 reviews
AI reviews summary
Aussie Broadband receives high praise for its Australian-based customer support and the reliability of its high-speed fibre connections. While many users report a seamless transition and superior performance compared to major competitors, a growing segment of long-term customers has flagged rising prices and increasing wait times for technical support.
Pros
- Onshore Customer Support: The Australian-based call centre is frequently cited as the company's greatest asset, with staff described as knowledgeable, patient, and easy to understand.
- Seamless Onboarding: Users commonly report a smooth sign-up and installation process, particularly for NBN Fibre (FTTP) upgrades, which often occur faster than estimated.
- High Performance and Reliability: For those on fibre connections, speeds consistently meet or exceed advertised rates with minimal dropouts or latency issues.
- User-Friendly Tools: The "MyAussie" app and internal network diagnostic tools are praised for allowing users to troubleshoot and manage their accounts without needing to call support.
Cons
- Rising Costs: Multiple long-term users have expressed dissatisfaction with frequent price increases and a lack of loyalty discounts compared to newer market entrants.
- Increased Support Wait Times: Recent feedback highlights a decline in accessibility, with several users reporting phone queues exceeding 40 minutes and unresponsive live chat services.
- Billing and Payment Rigidity: Significant complaints followed the removal of Afterpay and a perceived lack of flexibility regarding direct debit dates, leading to late fees for those on fortnightly pay cycles.
- Legacy Infrastructure Limitations: Users in areas restricted to copper-based NBN (FTTN/ADSL) report poor speeds and frequent dropouts, often feeling the service is overpriced for the quality delivered by the underlying infrastructure.
Verdict
Aussie Broadband remains a top choice for consumers who prioritise local, high-quality technical support and reliable high-speed internet. However, budget-conscious users or those in areas with poor NBN infrastructure may find the premium pricing and recent administrative changes to be a significant drawback.
Generally Aussiebb has been easy to deal with but recently it seems the wait time to make contact with a tech question or to do with a potential scam seems to have increased. Today I received what I think is a scam pretending to be from Aussiebb and to do with a missed auto payment. After waiting 22 minutes to reach a support person I gave up.
Aussie Broadband is greatly handicapped by NBN Co infrastructure in much of Canberra, which is by copper wire, not fibre, and delivered by ADSL, limiting speeds to 25-50 mbps. Not only is NBN's infrastructure 20-25 obsolete, but charges are a scam, because NBN they are based on NBN Fibre, but services are delivered by ADSL through 830m Telstra… Read more
copper wire. Consequently, I feel exploited and scammed by paying for a service quality and speed that I am not getting. After 20 years of extreme disappointment from NBN Co, I consider NBN Co is cheating on service and scamming prices. ADSL customers should have a 50% discount, or even free, until fibre is installed. such pricing would be an incentive for NBN Co to install fire. Currently, NBN Co has no financial incentive to install fibre.
Can not get through to these people .Tangerine have been bought our by Aussie BB. Can't get any internet from 8pm. For 2 weeks. They don't answer the phones, wait for over an hour and give up Show details
Reviews with attachments
The technician was on time, Polite, quick, yet methodical. He cleaned up after himself, He listned well and understood tall he customers needs - I encountered No problems. I did read all the required information beforehand, so i kind of knew what was going to happen on the install date. Show details · 1
After being with starlink for years due to crappy NBN connections, I was advised to go fibre. I have heard amazing things about aussie broadband from friends, and their changeover was free so I signed up. NBN technicial took 5 hours to install and didnt have to dig anything up at all, still no charge I was gobsmacked it was that easy. Straight… Read more
away did a speed test and and I'm pulling 1000 no problem even in peak times. AB is so easy to deal with and upfront, the account online is super easy to use. all this and it's still cheaper than my starlink!!!
Free Fibre upgrade was a breeze with AB. NBN techs arrived as scheduled. Did a very good and clean install inside my Rack! The new NTD is nice and small now. Would note I did hire a private cabler to create the internal fibre pathway in my ceiling to have the NTD where I wanted. AB are offering a free upgrade which does not include complex installs as NBN techs won't go inside your ceiling for safety reasons. Show details · 1
Very fast and efficient process. No hitches. Excellent communication. Not the cheapest in the market but has a good reputation & Australian Call Centres with fast & friendly service. Only connected yesterday. Download speed between 50 and 51 but upload speed well off the mark at between 4 and 5 when it should be 20 but my uploads were negligible in the 24hrs so we need more time to assess. Overall could not ask for more. Well done Aussie Show details · 1
Team members Dylan was pleasant, very knowledgeable and patient and explained everything. Help line pleasant and very helpful 2nd call assistance with connecting the modem very pleasant and helpful Show details · 1
I recently upgraded to Aussie Broadband’s 500/50 Fast Fibre NBN plan and the entire experience was outstanding from start to finish. From my initial phone enquiry, the customer service team were knowledgeable, patient and clear in explaining my options, with no pressure or upselling. The upgrade process itself was seamless, with clear… Read more · 1
communication at every step and realistic timeframes that were actually met. Installation and activation were completely pain free, with everything working exactly as promised from the moment the service went live. It was refreshing to deal with a company that values professionalism, transparency and customer experience. The speed and reliability of the connection have been excellent, and the process to get there could not have been easier. I would confidently recommend Aussie Broadband to anyone considering an NBN upgrade.
Yesterday I received my Eero 7 pro modems. Attempted todo self set-up,ran into problems. I rang Aussie Broadband and I can’t paise the technician Tyson who assisted me complete the set up very quickly. Now with the new modems we are receiving very improved download speeds on our FTTP NBN connection. Thanks again for great service over the past 15 years. Show details · 1
Aussie Broadband service was excellent. Had communicated with them twice before taking the plunge to join them. The consultants were not hard selling and it was just comfortable dealing with Aussie Broadband. Was informed about the Black Friday sales and to wait for them. Decided to join the 100/20 speed as it was cheaper than the 50/20 speed, at… Read more · 1
least for 6 months anyway. The 50/20 speed is more expensive than with other ISPs but you pay for the excellent service and it’s well worth it. We received the modem yesterday. It took all of 5 minutes to set it up. We are getting a faster speed than with our previous ISP, possibly due to the TP-Link modem that was supplied 2 years ago. The Aussie Broadband modem is a Netcomm one. It was just plug and play and scan the QR code to get the wifi going. We have hard wired the main computers to the modem router and we are getting a speed of 47mbps. Our maximum line speed is 50. Upload speed is still limited to under 8mbps. We might have to change to a Cat 6a cable rather than the Cat 5 cables that we had. Two Cat 5e cables were supplied in the box as well as the cable for the DSL line. The wifi speed is a little less at about 36-42mbps but much better than the 25-35mbps speed that we were getting with the previous ISP. The Aussie Broadband app is simple to use and a mine full of information. I would recommend Aussie Broadband to anyone who would like a first class service.
After some hiccups which was not the fault of Aussie, our fast HFC connection is up and running. Connection is solid and have recorded speeds up 547Mbps. It's good to talk to a support person with an Aussie accent! Show details · 1
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Amazing customer service and seamless transition from our old provider. Show reply
Absolutely ridiculously easy to sort out. Came and hooked me up with fttp within 2 days of initial query. Super professional and no hastles at all was connected immediately and have solid 500+ downloads. Using 3rd party website. Couldn't recommend these guys enough. Show details · 1
Consistently fast especially during the peak period of use 7pm - 11pm Show details · 1
Very prompt helpful staff, patient with client, issues and installation of modems completed promptly Show details · 1
Started my application on Saturday morning at 8am, my line was migrated and up and running by 10am. Getting my actual line speed which my prior telco (who had kindly leaked my personal details previously) couldn't get right. Added bonus I can use my router of choice (Netgear RS600) without it being hobbled by some overpriced locked down telco router and having to deal with double NAT issues Show details · 1
My Aussie broadband help connections for NBN and fast Internet thank you Show details · 1
Latest follow-ups
Within 10 minutes of NBN completing house connection on time and schedule as arranged by Aussie, my internet was streaming at a very rapid rate - big improvement on my previous Iprimus setup. I had arranged porting over of my hompe phone as well to… Read more · 3
NBN and a minor glitch but the Aussie techs had it all sorted and fixed in around 3 minutes. They knew exactly what the issue was and got it sorted including a call back to make sure i was receiving incoming calls as well. Hats off and well done all round
Follow-up · Transfer over from previous provider was incredibly easy and smooth unlike some setups. Downloads since then and searches have been lightning fast and uploads have been fantastic not having to wait for a while for it to finish. Consistent speeds and very helpful service when required
Once again, Aussie Broadband show they are the very best for customer service! My issue was that Netflix wouldn’t work! I followed all the instruction on their automated (AI) help. The last instruction was “Contact your ISP”. I did. They were… Read more · 1
fantastic, as always! Because we had to disconnect the router multiple times we ended up with five calls spanning over an hour. They would not give up without fixing the issue. I’d like to thanks Nevoh and Anshika for their incredibly helpful, professional, human and, frankly, Aussie approach and support. No one coil have done better! 15 out of 10! Thank you! M
Follow-up · Aussie Broadband continue to provide first class service and support! They are, by a very long way, the best there is! M
I had previously reviewed Aussie Broadband to a 5 star. A year and more later, Aussie Broadband pricing is unrealistic...there are many...many providers who are cheaper ...and cheaper by $20/$30 ...that is a large difference for the same service 1000MBs Download and 90MBs Upload. So shop around...you will not be disappointed Show details
Follow-up · I have no complaints about the quality of service. But I get the same quality from Superloop. Switching is easy. And I pay a full $44 less for the same speeds. Once the introductory period is over (6 months) the price goes up by $20. So I still make a saving of $24/month. Fairly substantial!!
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Positive reviews
I have been with Aussie after switch from vodaphone, for more then 12Months. AussieBB uses the optus network. As of the 1st of June this year they are raising the plans from $25 to $30 per month. This sim-only post paid carrier is upping it's prices with most optus base telcos. It is a Aussie based and owned company, that is why I went with… Read more · 1
them, they were based in Gippsland, meaning supporting local businesses. Which is why I choose AussieBB, we had NBN and 2 mobiles. I had a good service with them, but they cut may husband service and he was very unhappy. I stayed passed the 12month duration. Call support is bad with AussieBB, but the email responses and customer service via email is very good, but since they were a small company, I expected they would have teething problems. I am sad to be leaving but I can only afford $25/month.
After dealing with other internet providers we can honestly say that Aussie Broadband is hands down the best service provider we have dealt with! We have never had an issues with our service and they were so easy to contact and speak with when we recently upgraded our NBN service to the house. Show details · 1
I called in today and spoke with Matt. His professionalism, clear communication, and helpful attitude were outstanding. He is an absolute asset to the Aussie Broadband team. Show details · 1
Negative reviews
20% increase in prices and lower service. I recently received an update that prices were increasing by a whopping 20%. Way more than CPI or any wage increases. And a lot more expensive than other providers. Spent 40 minutes trying to speak to someone. When I finally got through they couldn't help me so I was promised a call-back. Didn't get one.… Read more
Lodged a complaint. Again - promised a call back but haven't had one. So I'm on the phone yet again. 41 people ahead of me in the queue. VERY disappointing. They used to be pretty good to deal with. Not sure there's any positives with staying with Aussie Broadband.
Hi there, thanks for your feedback. We get how… Read more
Prices kept going up and service kept going down switched early this year to a competitor and have not had the weekly ABB "maintenance" for months and just switched from the mobile plan also because somehow that needed a price increase, was a good run but not worth it anymore as you get sometimes more from other providers for less $$ Show details
Hi Edmon, we understand how frustrating price… Read more
Modem is terrible - difficult to set up and very poor coverage. Basically no customer support - long waits on phone and no response for days online. Speeds only 70mbps although paying for 250mbps. Quality of phone assistance very poor and fail to resolve issues or respond. This is for a new service so hate to think what ongoing support is like. A lot of dropouts as well. Changing companies asap
Hey Alisa, this is not the service we aim to… Read more (+2 replies)
Recent reviews
I'm leaving this review mostly to state that the support section is so far above and beyond other ISP's to the point of boggling the mind! I had a person on the call in under a minute, and had my problem solved in less than five! The internet is fast, the support is great, and I wouldn't choose anything else! Show details · 1
Its a bit early to decide but so far so good. The arrangements with NBN left a bit to be desired - they didn't come as planned, due to what appears to be chaos at NBN end. It worked because I was accommodating. Show details · 1
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Hey KBL, thanks for letting us know about your… Read more