Barefoot ARE your AVERAGE telco
Not feeling the "Barefoot" difference - feeling more like Telstra - logged a support call over 2hrs ago still waiting - rang and was told they are the call centre and cant do anything other than log another support call and someone will be call us within the hour - sounds like Telstra speak - sorry but dont need this am wasting MY time waiting for your call - I want to cancel my service and get a refund for the lot - have not used anything as not working - and will go elsewhere - all telcos are the same - unfortunately Barefoot is the same as others. Just had a phone call back from Barefoot, not support but someone to placate me, when i complained to the person - he put me on hold and when he came back I could hear him on my end of the line but he could not hear me - he disconnected the call and has not returned it to explain what will happen - as I can see that is the way it will be. SO will be asking for a FULL refund and go with the other AVERAGE telcos. Who can manage the growth.
Huge expectations and promises - Zero follow through.
Day 1 - Sales - I ended up talking to [name removed] in sales. Nice guy and the only part to the barefoot experience that I enjoyed. I wanted to get the 100/40 NBN unlimited service on the HFC network. So I ordered that and then paid a $145 for an NBN compatible modem. To be fair $145 for an AC1600 modem router is not too bad.
They then told me that it would be 1-3 days to get a connection date that was on the 24th of December, today's the 6th. :-(.
He then tells me "that connections are between 7-14 days, but yours will be 16 days or more, but we tell you 7-14 days because of worst case scenario it may be quicker. " ugh...what!!!! .... did you hear what you actually just said? It makes zero sense. At this point, I am thinking that Barefoot is actually a training ground for clowns and circus performers or I'm being punked. I should cut my loses at this point, but i persist instead #badmove.
I ring back and try to get more information about what's happening a couple of days later and the reply is "you'll just to wait, as there is a wait on HFC cause its new technology". So I think fair enough and give some extra time, and I wait. Then I do some more waiting and wait and wait. Did I mention waiting?
I give it two days between each call, and I continue to get the same answer over and over again, "please wait".
Next, I go to the NBN directly via Twitter and get a response; they tell me that an order for my address has not even been placed yet!!!! The NBN ask me for my order number, So i ring Barefoot to get it, expect they have no idea what that is and can't give it to me. #seriously!!! They tell me it's because of their wholesaler and it will be no different anywhere I go. #getanewwholesaler
So I call their bluff and go to a couple of other companies - They all give me an installation date right there on the phone via accessing the NBN portal directly. I go to two other companies ....precisely the same thing, they both also give me an installation date right there and then.
I back to Barefoot and ask to speak to someone, and their phone system for leaving messages is broken, and I proceeded to tell the guy in sales about it so they can fix it. He rudely tells me that it's my phone and hangs up in my face -rudely. #bigbreathinbigbreathout
I'll be honest; I really wanted to like these guys and for them to be really good. The reviews seem great, but so far it has been a joke.
Here's a free tip for you Barefoot - keeping a customer informed is the key to customer satisfaction, even if you can't supply the service that you say you can, (which at this point it seems you can't) keeping them in the loop is critical - no just saying "you'll have to wait".
So based on all of the trial and tribulations, today I decided to cancel my application and subscription before it even gets started and go somewhere else.
This service can't even load speedtest.net - now that's bad
So bad. I was better off using dial up internet. Or leapfrogging from my phone. This service occasionally comes close to the mbs you're paying for. But mostly it can't even play netflix reliably. Less honest than the government.
Stay away! Will never give you any service, LIE to you, then REFUSE to refund you, and then blame yo
All email exchanges and correspondence with Barefoot have been uploaded to an image hosting site for reference and evidence, to prove that this review is unbiased and supported with claims
I will check back regularly to see if the link is still working, if not, it will be re-uploaded.
Let me address each point one by one from the title.
First of all, do NOT believe any of the positive reviews, they are all fake accounts made by Barefoot to boost their own score on ProductReviews.
If you click onto each individual profile, you will see that all the accounts which gave positive reviews were created on the day (or one day prior) of the review, WITHOUT reviewing anything else. Barefoot does this daily to keep their scores up against the numerous bad reviews.
Now onto the actual review
(All points addressed will have evidence provided to keep this review unbiased)
*****1. No Service.
Placed the order on the 14th September, received an email from Barefoot on the 18th, saying the order is being processed, and I will hear back from them in 3 business days with an update (Which never happened, no updates were received at all)
During this time, as I had an old service active, I emailed Barefoot, to delay the activation until the 27th September, in which they agreed, and stated that the billing cycle will not start until the 27th September.
On the 27th September, I emailed Barefoot again, as there was STILL NO internet, I received a response from Barefoot confirming that there was no internet indeed.
*****2. Barefoot LIES to you
At this point, I was extremely fed up, so I called Barefoot to get some answers. The customer support team tells me that I have no internet, because the request is being rejected by OPTUS, and when I ask why, they said they have no idea why, and they are UNABLE to find out for me.
When I asked why I haven't been updated about the requests being rejected, they told me that they HAVE notified me through email and SMS, but due to a systems error, I didn't receive it. At this point I requested a callback from a supervisor, and I was told I will receive a callback in 15 mins.
After about 45 minutes, I finally get a callback, they told me that, the internet is done through TELSTRA, not Optus (You don't even know which company you are providing internet services from??)
Furthermore, I was then told that there was NO systems error, and they DID NOT notify me.
When asked why, they replied that "there was no need to notify you, it has only been 10 business days since you signed up, this is within our reasonable time frame not to provide internet."
I asked them: "In the email, you said there will be internet on the 27th September, why is there still no internet"
They started to stutter on the phone: "Well umm, look mate, uhhh, when we say the 27th, we don't really mean it's actually going to start on the 27th, it's just an approximation mate"
I was furious: "There was no mention that this date was approximate in the email. What's the approximation? A few days? A week?"
Barefoot replied: "We don't know."
I then asked, "Okay then, when will I have internet? Can you give me a guaranteed time?"
They said: "That's hard to say, it can be another 2 weeks, 1 month, we don't know."
I replied: "So you're saying, that I may never ever get internet, forever, and Barefoot has no legal obligation to do anything about it."
Barefoot: "Yeah, that's right, when you sign up, you signed all your rights away in your waiver, it says that we don't have to provide any services to anybody within any time frame, without any consequences."
*****3. Barefoot blames their problems on you
On the 28th September, Barefoot sends me an email saying that my service is active, I immediately setup my modem, and it worked for a few hours, and then it suddenly stopped working (DNS server stopped responding), no matter how many times I restarted and re-setup my modem (With a CD and manually)
At this point, I was mentally exhausted having to deal with so many problems with Barefoot, so I called them immediate to cancel the service and refund my charges.
The person on the other end was extremely hostile
Barefoot: "This is most likely not our problem, your modem is probably broken."
I replied: "I am fairly sure that's not the case, it was just working fine before."
Barefoot: "We've had lots of people with a working modem, and then they suddenly just broke for no reason, it happens."
I replied: "I find that hard to believe, that's ok, I will ask for a refund instead of dealing with Barefoot."
Barefoot: "Look mate, why are you changing companies? You can't just run into some problems with a company, then change companies, all the other companies will have the same problems as us!"
I replied: "I want a refund, and if not, I will be reporting this issue to the TIO."
Barefoot: "If you report us to the TIO (Ombudsman), we won't refund you, we will just wait for a letter from the TIO."
(Barefoot THREATENED to not refund me if I report them to the TIO (Ombudsman) )
I replied: "Ok, I won't make a report if I receive a refund."
They said they will pass the information onto the billing team.
After the call, I took the modem to my friends house, it works perfectly.
(I had to make sure, because after all, if it is my issue, then I can't blame Barefoot)
*****4. Barefoot REFUSES a refund.
I receive an email on the 4th October from Barefoot, saying that, they still haven't charged me $59 for the line connection fee, and since I owe them $59, they will NOT be processing a refund.
That's completely irrelevant, Barefoot insisted that they don't provide a stand-alone internet service, and they insisted that they connect the line for me.
And I have not received a SINGLE BIT of service from Barefoot, so it's irrelevant whether the line is connected or not, because there has NEVER BEEN an internet connection.
Barefoot will use any excuse to get out of refunding you.
This report is more than 1300+ words and has taken me over 2 hours to write, no person in their right mind will go out of their way this much to write a report like this, unless they deem this to be the most appropriate action after being BULLIED by Barefoot.
If any PR from Barefoot wants to respond to this, and has trouble finding which points to respond to, I will make a summary for you.
1. Why has Barefoot told me the internet service is provided by Optus, when in fact Barefoot's internet is provided by Telstra?
2. Why haven't I received any updates within 3 business days as stated in the email by Barefoot? (not just 3 days, updates AT ALL)
3. Why didn't I get a callback from the manager in the stated time frame?
4. Why did Barefoot lie to me and say that you DID notify me, but there was a systems error, which caused me to not receive any notifications? (Then later admit that no notification was ever actually sent)
5. Why was there no internet on the 27th September as stated in the email?
6. Why did Barefoot tell me, the date of the 27th September is just an approximation? When in the email, it doesn't state that this date is an approximation?
7. Why did Barefoot blame me for having a broken modem as the reason for the lack of internet, when the modem works perfectly fine? (Modem tested at another location)
8. Why did Barefoot threaten to not refund me if I make a report to the TIO?
iPrimus suck, still better than barefoot
I signed up for ADSL2, first 48 hours had 300ms ping to google and internet dropped out every few minutes, had 16mbps down for the first 2 weeks. Have had 7mbps sync for the last week, barefoot requested multiple speedtests and then told me my service is meant to be adsl1, so there's no issue. Haha, are you guys serious? Don't believe all of the fake reviews here either. I'm a real person and barefoot telecom suck, don't waste your money. Bad service, bad products. I even have a confirmation email stating I signed up for adsl2 from barefoot.
Not happy at all
I just switched from Telstra Broadband to Barefoot NBN. Few problem that still need to be fixed:
1) one of the reasons why I went with barefoot was the modem. The model offered was the AC1200 which is a wireless modem with external antennas that guarantee a better coverage. I received a different modem (netcomm) with antennas inside and I'm struggling in some areas.
2) Nobody from barefoot told me and I couldn't find anywhere in the info provided that barefoot wasn't supporting email services. My web hosting provider did not support this service as well therefore now I cannot send emails from the program (window live) that I always used, that I'm familiar with and that has all my database of contacts and info. Best advice from Barefoot support? "I suggest to create a new email from gmail or hotmail or change your hosting provider". This is a BUSINESS and I CANNOT change my email address!!! May be I should change ISP instead of web hosting provider!
3) Got a message from barefoot that my phone number has been moved from ADSL to Voip and is now active. Cannot make calls nor receiving call. Still waiting barefoot support......
In conclusion, few hours to redeem their quality or time to pack up and send everything back
I used to love barefoot telecom until they failed to fix my nbn properly and then their true colours showed... offered no support as they claimed there was no issue... refused to accept anything i had to say... now I'm with another isp and my internet is 15mbps faster out of a upto50 plan which tells me they don't allocate enough bandwidth to customers... their call centre is also a nightmare, can never get through, always having to leave a message and wait for a return call...
Painfully Slow Service and Inconsistent Download Speed.
NBN service with upgraded speed. Was never impressed with the speed.
Poor service due to lack of service staff. Whenever you ring up, you can't speak to someone. You have to leave your details for them to call you back when they are ready. This makes service outages so much longer to fix especially when NBN has to be involved. The staff are generally nice but their service model is a joke. They are very quick when you want to enquire about a new service, however for service, you have to wait, sometimes overnight. Unacceptable.
I lasted three months with them. I had three major outages in this period and have since cancelled. I would recommend steering clear of Barefoot and their sister company Mate.
Horrible Service and Connection
Connected to Barefoot in October 2016. We had no issues until our line started dropping in and out. We called Barefoot and were advised that it was the NBN connection. Waited two weeks to hear back from them, still without internet only to be told we would have to change modems. We returned our modem and are still waiting to be reimbursed for this. We continued to pay our bills although the service was practically no longer working. We are now moving houses and the company has still not discounted our bills for the loss of service three months after first reporting. This company has massive issues communicating and clearly does not care about its customers. Would only recommend this service if you enjoy no internet connection and a company taking your money and not refunding you.
Honestly not worth the time and money. Junk!
We setup an ADSL 2 connection to our house. Our old speeds use to be 12 fast and flat down and 1.2 up. Now with barefoot, we get the barefoot minimum. 2-5mbs down and .2 up if we're lucky. The line can now not even handle the 4 people in the house. We shouldn't have moved from TPG i didn't realise they would provide us with a worse connection. These reviews now seem dodgy, too many positive reviews for an ISP. Somethings sketchy. We rang the tech support on the first day of activation and the technician said "So would you like to cancel than?" The customer support is so bad. You ring, they take your details EVERY TIME and then call you back. What kind of call centre is that! I've had to give my details EVERY TIME over 10 TIMES! Turns out in the end they put us on ADSL1 instead of ADSL2+ without asking or telling us. Charging us $70 a month for ADSL 1 WHAT A JOKE!
Incredibly bad treatment of costumers, very ruthless people operate this business.
Incredibly terrible treatment of costumers. Very ruthless people operate this business. Don't go with them, many better alternatives out there who operate ethically.
I recently moved out of my house completely (7th of Nov), I made a phone call on the 10th to cancel our connection but because it was 1 day over the "monthly cycle", the 9th of Nov, they decided it would be appropriate to charge me for the whole month, so they charged my account the 9th Nov - 9th of Dec to an empty home. This despite them charging me when I first signed up with them couple of days into the cycle without having any internet access as it was being setup.
To top it off, they somehow magically showed that we used 190gb of data between the 8th and 9th, the house was empty, electricity was disconnected. I have several documents to prove it so, I even told them that, but no, they don't care. I am a leaving customer, who gives a damn about those right? I was too polite to these people, my mistake.
In conclusion, don't go with these guys. They will attempt to screw you over the moment they have an opportunity. Don't trust their "no contract" nonsense, it means nothing, they just charge you for the whole month when you leave them.
Hi All - I just have to tell you my story with Barefoot Telecom. Firstly I have been in IT for nearly 3 decades, I am a global lead for one of the biggest IT companies on the planet and I work from home - so my choice to go with Barefoot was not taken lightly.
After getting 5mbs during the evenings with Telstra on a 100/40 plan and Apple devices and apps not working correctly (similar to a DNS issue Telstra had in October last year) I decided enough was enough and cancelled my Telstra NBN FTTN service. 4 weeks later (as of today) Telstra have still not disconnected the service because of an ordering issue on their end and no amount of TIO, ACCC or even a Tribunal case moved them any faster. The problem with FTTN is unless you have your current provider disconnect you from the NBN first you can't order a new service from someone else (don't get me started on that).
Barefoot came to my rescue with a brilliant idea - a second line. They ran another NBN service to my home and it was connected in no time at all. Their call centre is here in Australia and the person I originally made contact with supported me the whole way through. They delivered as stated. And here is the kicker - all the Apple device and speed issues are pretty much gone. On my first day I got about 90mbs when first connected and right now during the evening when I was getting 5mbs before I am getting 53mbs - a substantial improvement and a speed I can live with given congestion.
Now I will state I have only 1 days data to go off but I can't sing the praises of Barefoot Telecom enough. The support was great, the provisioning superb and they out of the box thinking fantastic. Right now I have 2 NBN services in my home whilst Telstra struggles to disconnect the original one - in the meantime I am back online with Barefoot.
And if that wasn't enough unlike all the big Telcos who force you to use their gear if you want a phone, Barefoot will allow you to use your own gear and supply all the VOIP settings. I was able to setup my Dlink Taipan and Cisco SPA112 VOIP faster than the Telstra box could boot with the settings they provided and I have a far superior network now compared the Telstra Gateway as a result. If you don't want to be tied down to what is essentially poor and cheap telco gear or contracts - talk to Barefoot - I can't speak highly enough of my experience to date.
Hopeless customer service
Requested standalone broadband plan, After checking my area exchange I was told that they can provide me adsl2+ Once the phone line was active plan fee was processed and then after few days they informed they can not provide.
It's been over 8 days they still haven't refunded paid amount or any updates from them but I'm very happy I didn't get the service.
Useless company. 5 Weeks without service. Why is it never their fault?
Ordered ADSL2+ internet more than 5 weeks ago, and I still don't have any service.
Called customer support and they kept saying it's not their fault and they can't do anything about it, and tells me to keep waiting.
Find another company!
Dishonest provider but no problems with the internet connection.
When I sign up with Barefoot it was during a promotion of getting internet for $59/month with the 1st month free. They charged me for the first month & when I question this they said I will be getting the 2nd month free. After a few months I notices I still hadn't had a free month so I questioned this & they said that promotion has expired now so I will not be getting a free month but I am now on a 'promotion' that means after 6 months of signing up they are going to be automatically taking $69/month (which they didn't ask my permission for) out of my account instead. I thought this was misleading & dishonest so I made a complaint & they backed themselves up. I think its wrong that company's can lie to you about getting something then taking extra money out of your account without even asking. I haven't had any issues with the internet itself.
Consider other providers
Poor customer service and dodgy practices. NBN is fast but I would hardly put that down do barefoot rather than fibre to the building. Consider other providers in my opinion.
Nearly 3 weeks but still not connected to Internet
Ordered a new connection on 21 September, it was supposed to be connected within 14 days.
On 14 day got a message that it is a Greenfield site, greenfield member will contact me. Still waiting to be connected to the Internet and be contacted by Greenfield.
Australian based but generally pass the buck and can't give you the answers you need
I am on NBN, the service for the most part started off reasonable. I started having issues and thats where barefoot struggles, because they just resell from NBNco if you have any issue they pass the back to them and you're in a waiting period until NBN decide to get back to them.
The support is OK, the guys are reasonably competent but I guess they're limited to what they are able to do.
I've had drop outs regularly since I've had the service, changed modem and still have the same issues.
Simply Stunning Service
I recently changed internet provider to Barefoot Telecom and what a difference that has made. These guys are dedicated to providing service. Remember that word "SERVICE" ? Well Barefoot Telecom provide it in heaps. Their slogan is: "We are not your average Telco". They certainly are not, and on top of that their support is local and not offshore. I highly recommend them to any one looking for a first class internet provider.
Great Service, Local Support
I switched from another provider to Barefoot a few weeks ago and the experience so far has been very good. It's almost impossible to find a local ISP that hasn't cheap-shored it's service arm overseas, these guys are based in Sydney and are a small team so you always speak to a real person. Quality service and support so far, let's hope it doesn't deteriorate otherwise I'll have to look elsewhere... AGAIN!
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