Australia On Line NBN

Moving home – Again, they have stepped up to the plate and helped us get back online, having had a house fire and having to move, Michael and his team got us up and running in no time. Really hard to go past the service and time they put in. So good to ring and in a very short time being able to be helped with their personal and time. Show details

So happy with the service! – I was with Optus for with internet/landline for many years but couldn't get any assistance when my landline was disabled for some reason. I felt reluctant to switch to another provider as I didn't want to deal with the disruption I thought it might cause to my business. I read some of the reviews here on Product Review and decided to give… Read more

Australia On Line a call.

It was a refreshing change to get through to someone immediately instead of waiting in a queue for over half an hour. Michael was extremely knowledgeable and assured me that there would be minimal disruption, which turned out to be true. I was literally back online within the hour. Michael was able to help me change my modem settings with step-by-step instructions over the phone.

As I was able to use my existing modem (not an Optus one) there was no need to change passwords etc. on any of the devices in the household, which was a double bonus and made it a seamless transition! I have found the Australia On Line connection to be reliable, with no dropouts since connecting. I'm a very happy customer and am glad I made the switch.

A quality, reliable service with great speeds and excellent support – We moved to AOL in March 2021 after a short, unsatisfactory experience with ABB and I am glad we did. AOL provide a quality, reliable NBN service with great speed and very few outages. I have only needed to call them once about an issue, and AOL were very responsive and thorough, and more importantly they were not dismissive even when it turned… Read more

out the issue was at our end.

I was initially a bit concerned about the speeds we were getting - on a 50/20 plan advertised as having a typical evening speed of 47, we were initially only getting 42 during peak and around 45 off-peak. I spoke with Michael who advised this would not be considered a significant issue by NBN Co and I accepted this as the service was an improvement over the frequent dropouts experienced with ABB.

I stopped doing regular speed checks in late April but as I was about to start a new job in July I tried a speed test towards the end of June and found that we were now regularly achieving speeds over 50, even during peak. I am not sure what happened or when (and I am not suggesting anything sneaky) but for the bulk of our time with AOL we have been getting the same speed levels ABB boast about without the regular dropouts.

An excellent Australian company with Australian staff looking after Australian people – My friend strongly suggested I look at moving to AUSTRALIA ONLINE from the unsatisfactory internet services I had been using. She has been with this company for over 20 years and didn’t have a single bad word to say …. so I decided to give it a go. I have never been happier. Dealing with Michael and his team has met every expectation. This is… Read more

an Aussie owned, run and staffed internet provider that has REMOVED all the stresses of language barriers, being on hold for hours, pushed from pillar to post when sorting issues. It has been so, so easy, with all the support you need when you need it. I couldn't recommend Australia Online highly enough. This company is a hidden gem: I haven’t had much need for tech support since joining last year however any questions I have had, have been answered readily and resolved immediately. Communication and customer service second to none. Speed tests are accurate. Value for money. I use email, UTube, Netflix, send documents and photos and have no issues Australia Online is professional, competitive, reliable, helpful, trustworthy, knowledgable …. I couldn’t promote any other company over these guys! They are THE BEST!

I manage my elderly mother‘s Internet and I’ve had her plan with Australia online for a few years now. They are always helpful and the Internet hardly ever drops out. The price is competitive and I highly recommend them. Good old fashioned Australian customer service too, even on a Sunday! Show details

I liked that when my internet wasn't working, I was able to contact Australia On Line and speak to one technician who guided me throughout the whole process in getting me back on line . Their price is less than my previous provider for the same speed. Show details

I've been with Australia Online for years and have been consistently impressed by their technical support, customer-oriented attitude, and reliability. During that time I've also had some sites with other ISPs. For me Australia Online stands out, so much so that I've converted the other sites to Australia Online. Whenever I've wanted to change… Read more

some aspect of my service their staff have "owned my problem" and not just implemented technical fixes. Thanks team!

While it’s working, fine. But as soon as there’s issues…(crickets). After going offline, I expected some type of correspondence from AOL. None forthcoming, I called, only to receive a vague; “there’s issues”. I waited a few more hours, over 12 since the dropout, then rang again. With the same outcome. Patiently, I waited the remainder of the day,… Read more

and 24-hours after that. Only when I lodged a complaint with the Telecommunications Ombudsman did I get a reply. Apparently, I was to blame as I didn’t “guess” when I was reconnected. Whatever happened to good ol’ customer service? Where the company cares about their customers and provides a professional service. Instead of the customer having to chase the company. I went back to a prior NBN provider, who actually cares for their customers, and keeps them updated on everything.

Terrible customer service – We have been with Australia Online for around 5 years first with ADSL2 and then upgraded to the NBN. Customer service and speeds used to be fantastic. In the last 6 months we have experienced lots of dropouts and terrible speeds especially on weekends. We have been paying for the fastest plan of 100 mbps unlimited data and usually only get speeds… Read more

of 75 mbps max. Their customer service/technical support phone line now shuts at 12pm on weekends which is useless if you have a problem in the afternoons which was happening to us frequently. Unable to stream any Netflix, Kayo sports etc for sometimes up to 12 hours which is just not good enough considering we were paying around $100 a month. Due to poor customer service and speeds I have now cancelled my account with Australia Online.

Very disappointing experience, to say the least – Very disappointing experience, unprofessional, unreliable, frustrating, inconvenient and happy to be rid of them. Very inconsistent NBN speeds, unhelpful, unfriendly, discourteous to the point of rude and argumentative customer service/support. Their NBN FTTN plan advertising and company policy says “up to 12 Mbps” yet we never ever achieved… Read more

even close to that speed. Most of the time it was slightly above 10 Mbps or lower. In the evening during peak times we were lucky to get even that.

Asking a simple question over the phone or by email was frustrating and annoying with incomplete, impatient, terse replies and/or vague answers often without addressing the primary question. Paying money and trusting a service to be reliable and consistent isn't unreasonable. Drawing attention to a major problem and getting an arrogant, argumentative response several times in succession is.

After recently sending the disconnection notice email with the day we wanted disconnection, etc., per their own policy, then with no response from them per their own required acknowledgment/confirmation. Re-sent it twice more to each email address listed on their website until four days later we received their acknowledgement reply, but without any specific or even approximate time when the disconnection would or could occur.

Having gone over our NBN quota, we were shaped to 256 Kbps. Understood and not a problem, however since giving them notice to disconnect, that almost tolerable 256 Kbps became suspiciously worse and so inconsistent that a YouTube video was impossible to watch, web pages timed out or couldn't load completely and any attempts to use the internet became like a game of roulette instead, wondering if it could be used at all.

Both ozspeedtest.com and speedtest.net results were frequently even below dial-up speed (less than 56 Kbps). Sometimes ozspeedtest.com would simply stall and couldn't complete the test.

After one recent particular phone call, an AOL man obviously too impatient to even care about the meaning of sincere customer service, and our asking a simple question of an approximate time we’d be disconnected, ‘C’ claimed complete ignorance of the procedure and details and fobbed us off to ‘M’ the manager who’s “in charge of all that”. After asking to speak with ‘M’ was immediately interrupted and told he’s unavailable, and we "must reply to their disconnection acknowledgment email" instead..

This makes sense; why ask any questions to someone employed in their customer service conveniently over the phone, who claims complete ignorance of their operations, in order to realize wasting further time by already unreliable email communication is the better method? Thank you.

Had to then email ‘M’ three consecutive times asking the same simple questions, even asking if they could disconnect us sooner but each response was either vague, brusque and/or ignored the primary question in the first place.

So instead of being disconnected on the day we requested, and despite their own confirmation email we’d be disconnected on that day, we were still connected to AOL a full day and a half afterwards with average NBN speeds of slower than dial-up. In other words, we were stuck in a limbo technically still being billed for and paying for a service we wanted cancelled, and was practically unusable.

Most likely AOL will comment on this issue by saying they’re not responsible after they forward the disconnection order to NBN. However, if we hadn’t already experienced such deplorable service from AOL overall, the coincidence of molasses-like internet speed since giving notice, plus their subsequent lack of decent communication makes it hard not to be suspicious there may have been no disconnection order placed by them in time, as we initially requested, and instead perhaps playing a vindictive, immature game to inconvenience us even further, because it's just too coincidental.

We were on a month to month no contract plan. Yet AOL billed us for the last entire month and ‘M’ refused to give a partial refund of the remaining 19 days we would no longer be AOL customers after disconnection. Company policy aside, no other word comes to mind here except greed.

We've kept accurate screenshots of every ozspeedtest.com and speedtest.net results for several months, and are considering lodging a complaint with the TIO for false advertising claims and ignoring even the NBN's guarantee of acceptable internet speeds under contract. According to Australian Consumer Law - they've been charging for a service that we would not have purchased had we known about the problems, etc., and to investigate if they’ve been truthful in sending the disconnection order for our NBN service on time for the day we requested, and which they confirmed in writing it would be done.

Being very busy with a FIFO mine site working schedule, plus moving house made lodging a complaint earlier too difficult. But now we have time, and especially given the latest examples of nearly useless, suspiciously slower than dial-up speed service, combined with their version of untrustworthy, unreliable customer service as well.

From other comments here, it appears AOL are quick to defend themselves in some way or offer reassurances that they’re ‘doing their best’. Yet you’ll notice they rarely accept responsibility and still manage to blame someone or something else instead. This is also immature and unethical behavior for any business, and sadly yet another example of how prevalent on average poor services and customer service has become in this country. And ironically they still expect to be paid for it.

They had their chances to show their best towards us but proved the exact opposite of what any paying customer is reasonably entitled to receive. Similar to paying for something and getting slapped in the face instead. With only the facts in mind, it’s guaranteed at least no one we know will consider dealing with Australia Online after explaining our own issues with them, or other negative reviews listed here. Regardless of their previous reputation and mixture of any current reviews, people can change and they’re still the worst we’ve dealt with to date.

Thanks for your patience in reading this. Good luck in your own consideration of AOL, but also consider yourself warned.

Australia Online (Also known as Lizzie these days) have been my service provider for nearly 30 years, providing various services. Internet, email, Web hosting, NBN phone, etc. I have not had to call them often and they don't work in the middle of the night, but when you do call them they answer. Then they actually fix the problem. They don't just… Read more

fob you off.

If it's a tricky problem, it doesn't seem to faze them, you could never get this level of service with some of the larger providers.

Really highly recommended by me.

Have been using Australia Online for over 3 years, no issues and reliable internet. Just wish they had an online portal/login system so you could update your own payment info etc, as I know my payment option is expiring a few months and it’s a bit inconvenient that I’ll have to call them to update. They say they have one on their website but I was told on the phone when I signed up that there’s no online portal… Show details

Have been a customer with Australia Online for over 20 years. Solid products, fair pricing and exceptional customer service. Australian owned and staffed, require assistance - you'll be pleased to speak to someone located in Australia! Give AOL a go, you won't be disappointed! Show details

We had an issue with our office NBN, and the team was incredibly responsive. They called back exactly when they said they would and did everything they could to assist. Within 24 hours, they were onsite and had the fault fixed. Really appreciate the quick and professional service—thanks, team! Show details

All of our dealings with this local company have been exceptional. We always get a response-even outside their stated business hours. They give hints on rectification of issues- and then follow up with an NBN appointment if necessary. Show details

Amazing endurance and support – Michael and Australia Online have been dogged and unfailing in their support of us as we've tried for nearly 12 months to make NBN take responsibility for their poor infrastructure in our area, and the constant dropouts that their failed infrastructure has caused. Finally today we've had NBN attend to install completely new cables from… Read more

underground, via new overhead cables and with new CAT5 cables through our house to our modem, and our problems appear to be solved. Michael and crew deserve a gold medal for their dedication to solving our problems - it's been an enormous battle for them, and us with NBN but together we seem to finally have brought about a resolution.

Excellent customer service – Michael is always helpful in giving correct information even when it’s of no benefit to him. When we moved house we were unable to take the service with us sadly, but he still offered advice as to what we would be able to do. We would and will go back to Australia Online in a heartbeat! The internet service itself always perfect. Show details

First class technical back-up – Good old fashioned personal service, quite unheard of today in this industry. Mine is an older dwelling and this was a first time NBN connection onto the homes existing copper phone wires. No phone had been connected for over 15 years but the connection went smoothly. Unfortunately evening download speeds were very poor but a phone call to… Read more

technical support was answered swiftly and within a few hours they had contacted NBN suggesting a solution to my problem. The following evening my internet was running reliably. The following morning they made a follow up call to ensure I was satisfied. So thanks Australia On Line for sorting my problem in a friendly manner.

Best Provider – I thought my equipment, Phone, NBN Box or Modem had failed me with multiple dropouts ... no ... one conversation with Australia Online staff and one simple lead replacement and all works to perfection again. Best prices, best connection. Thank you again to a great Team.

AOL's Ingenious Solution Saved Me the Cost of a New Router – AOL, in particular Michael, provided me with sustained support when addressing router related problems. His advice was specific, easy to comprehend, and resulted in the ultimate resolution of the problems. Michael's solution saved me the cost of purchasing a new router. I have been very happy with the service provided by AOL since I switched from a major ISP whose prices escalated, compared to those of AOL. Show details

Great service – Thank you Australia on line for the wonderful service and to the tech staff who helped getting my router to work. You were very patient with a non tech person. I live in Melbourne and for 2 years l have had the wrong IP address and had to watch Sydney news. My old provider couldn't fix the problem. Now since changing l now can watch Melbourne news. Thanks Australia on line. Would highly recommend. Show details

Highly Recommend – There were issues with the NBN activation for a customer. The team at Australia On-Line kept me informed of the progress with regular phone calls. I have used Australia On-Line since 2019 & have been extremely satisfied with their service, particularly with their prompt communication. I have no hesitation in recommending them to my customers, family & friends. Show details

Great product and service. Highly recommended – I left my previous ISP partially because of the slow evening speeds but mainly because they didn't care. It was always the old, "Have you tried turning it [modem] off and back on again?" like they were on the IT Crowd. Australia On Line didn't promise the world but said that they would do their best and they certainly did. Before and after sales service have been excellent. I highly recommend them. Show details

One of the best – Michael and his staff are very professional to deal with and he is very responsive to my emails. I wouldn't be with an ISP as I rarely have issues with them. I work from home so I need a good ISP. Show details

The best company – Once again, they came true with my query. Very professional, quick with the response to any of my questions. The best company and fast NBN. Very happy. Show details ·  1

Great connection, incredible tech support – Absolutely exceptional service. The people that work there are fantastic with customer service and technical support. They provided hours ( not an exaggeration) of technical support until everything was up and running, with amazing patience. Would recommend to anyone, without hesitation. Been with them for many years.Thanks Australia Online! Show details

Best Internet provider by far – I changed to AO recently after nightmares with my previous internet provider. They were so very helpful, switched me on very quickly and talked me through the set up brilliantly. Great speeds too so streaming is far better. What wonderful customer support….so glad I changed. Show details

Happy Customer – Highly recommend Australia On Line. Have been with them for a year, and would not consider going anywhere else. An Australian Company in operation since 1994, providing good old fashioned personalised service. Whenever I call, I feel like I am speaking with a friend. Give them a go, you wont regret it. Show details

great support to get connected – As new Australia On Line customers we are pleased with the refreshing, personal support we have received to get us online. NBN technicians took four failed attempts to connect NBN infrastructure at our new home. On each occasion Australia On Line were personal to interact with and promptly requested NBN to return and successfully complete their work. Show details

Local Aussie Help Desks are Best – Local Australian Help Desk, always quick to get through, easy to deal with - helpful, interested, speak without foreign accents, knowledgeable. Can highly recommend this internet provider. Reliable internet with no dropouts unless upstream NBN has problems. Show details