10,123 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.
Fast and reliable internet. Will (Product Expert) helped relocate my service within a few minutes. They were quick and responsive on the live chat. Great product, will definitely recommend to everyone Show details · 1
Restarting after holiday. Aussiebb had it up and running within the hour. Great job! Very easy to do, staff understood immediately what I needed. Highly recommended. Show details · 1
Connecting the internet in a new home with a new company was a tad daunting but the patient support I received could not have been better. The consultants patiently walked me through the process, twice using video so they could view my situation. My connection is working well and seems faster than my previous company. So far, I couldn’t be more satisfied. Show details · 1
Reviews with attachments
Seamless transition from my old provider with an unstable connection to super fast AussieBB. Customer service excellent too! Two thumbs up from me! Show details · 1
a couple of months into changing over to Aussie broadband we are very happy with our decision. Changeover process was very easy for us (couple in late 50’s) and connection is great. I ran the speed test.net and have posted a picture below - I don’t even know what it means. Show details · 1
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
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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
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
Latest follow-ups
Aussie Broadband – Staff are always very helpful. They make it so easy to accomplish any issues. Very Professional and pleasant. Our internet has been very good and a very stable connection. Show details · 2
Follow-up · I am. Still with Aussie Broadband and am still very happy with. Their professionalism !
Only just conected but WOW! So easy to connect with the pre setup modem!! Am very impressed. And I called and got a person I could understand when I called them. Show details · 1
Follow-up · So happy with Aussie Broadband. Billing is easy Internet speeds fabulous and consistent.
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.
Follow-up · To add clarification to my earlier report : No payment failed. This was a scam message asking me to update my banking details. However, a quick check with my Billing records with ABB showed my account was up to date. In my earlier experience with Aussie Broadband I had no problem speaking with a support person within a few minutes. On the… Read more
Find out how Aussie Broadband compares to other Internet Service Providers
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Positive reviews
We found Aussie broadband contact service very helpful. They explain what’s involved transferring from copper to Fibre. We received regular updates from Aussie broadband to the time the contractor put the new service in, even the contractor was knowledgeable and made sure we were happy with the new box placement. It took two weeks waiting from the contact service to the contractor putting the new service in. Very happy with Aussie broadband. Show details · 1
First class internet. It’s just a shame they are not loyal to their long term customers. $30 more per month than some of the their competitors. They gave me a discount last year, but wouldn’t match it again this year. Offer good sign up deals, but no loyalty to a customer that has been with them for over 8 years. Wish we could afford to stay, but due to high cost of living we need to cut our bills. Show details · 2
Very very happy with my new internet connection, very simple to set up and great customer service with aussoe broadband probably was on hold for 3-4 minutes, great for the type of gaming i play and its made every other internet feel like dial up. Great service!. Thank you. Show details · 1
Negative reviews
Ring up to get a bpay number as it's not provided- I explained my payment issues, that need to be done weekly in different days- then you take money out today leaving me with nothing in my account. NOT impressed. I do NOT want you taking money out of my account, I WILL PAY MY OWN BILLS when I get paid. This was explained and agreed to by the person I spoke to. Show details
Have been a customer for many years but in the past week and a bit have spent nearly two and a half hours waiting for tech support, the latest being one hour and five minutes. Generally the plan has delivered but unlike the past where you receive a call back, one is now subjected to mindless suggestions and nondescript music for hours, constantly… Read more
repeated. In this day and age, this service is unacceptable. Hopefully there are other ISP's with more attention to detail.
Hi Basil, Thank you for your feedback and for… Read more (+2 replies)
Have been a customer with Aussie Broadband for about 5 years. Loyalty means little to AB. Trying to actually talk to someone at AB has become difficult. On hold for 38 minutes the other day, with no option for callback or no idea when the call would be answered. Gave up. Tried again the next day. 28 minutes on hold! Finally a CSO takes my call. … Read more
I noticed that an AB rep responded to another customer to 'apologise' and suggest using online support. What a cop out response. I did try online chat support. This was even worse. 25th in the queue, and no end in sight...
They keep pushing up the prices, but the service is degrading. And they are sneaky when sending you emails about 'Changes to my service.' But when you look at the very fine print, you see they are actually just pushing up prices again.
And AB have removed the option for Google reviews? Is this because they're unfavourable?
Am moving soon. Won't be taking AB with me.
Hi there, we’re really sorry to hear about your… Read more
Recent reviews
Amar came around to install the fttp. Did a fantastic job, went above and beyond to get everything installed, made the whole process seamless. Callum at Aussie was also very informative and let me know exactly what to expect with the installation when I called to organise it. Everything is working, got some very nice speeds. Thank you! Show details · 1
I have been with Aussie for 5 years. Just me using the Net. 25/10 is fine for me. Streams great on Laptop and TV. Customer service above and and beyond I am not techy, they are extremely helpful. The price went up to $83 per month still manageable. Show details · 1
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Hey KBL, thanks for letting us know about your… Read more