Belong Broadband ADSL Questions & Answers

You definitely are in the dark Xiaotong and sorry we haven't given you any updates on what's happening. If you jump onto your account, it will give you a rundown of how the move is going. If this is still showing that the connection date is the 28th, then contact us here: external link  and we'll get back to you as soon as we can. -Viktor

I got the activation SMS after writing that review. And your link doesn't really work according to my situation. Viktor. The new situation is when I plug my modem, it's not working, only power and wifi lights were on, sync and internet lights were off. I haven't pay my monthly fee yet, since I didn't get any service from belong. Now I have two questions. First one is did belong sent me a new modem for the new house? Because the reason I'm using my old one is that i haven't received anything yet. Maybe I should use the new modem, old one doesn't work in the area I moved in. Second is since I didn't get any service from belong, how much is the cost to cancel my contract, I don't want to wait for another week unless it doesn't get solved soon. if you really want to solve customer 's problems, please start with asking useful questions to keep things moving forward, instead of stalling the time.

I'm sad to hear you're having a rough time. If you flick us a message here: external link  by selecting the 'Help' button, we'll be able to answer any question you have. Chat soon. -Shaun

Shaun nobody is getting contacted back via that link you are sending everyone????

Hi Cindy. If you flicked us a message, you should have received a reference number and an estimated reply time. We're working really hard and we'll respond as soon as we can. -Shaun

Hi Xiaotong, I had the exact same problem with my modem. It was an absolute pain in the neck but once I finally got a new modem delivered to be it started to work again.

Hello, Anna, I'm glad your wifi got connected eventually, at least you know what's the problem, so you have the solution for it. My case is a little bit different. I have asked at least three times totally in here and through email, "do I need a new modem for my new address?", my partner asked once as well, three times they didn't reply me the answer to this question, but they replied my partner that record showed that we don't require a new modem to get connected. So I guess somewhere else was wrong. But unfortunately I didn't wait longer to solve my problem, because it was almost a month we are living in a no connection house, surviving through our phone data. Considering this, I decided to made my problem go away. I changed a new provider, got a wireless router and get connected at the same night. So, in short, it's still a mysterious unaddressed problem to me.

And today I just got the email notification of your response, which was written two weeks ago, so sorry for the late update.

Hi Cys80. We’re working really hard to respond to all our customers messages, as we aim to resolve any issues as soon as we can. Due to COVID-19, some of our teams are unable to work so support is taking longer than usual. If you need urgent help you can contact us here: external link . Take care. -Shaun

Be that as it may in whatever paradigm you are locked into - it appears you have a chronic service support issue - your support team are not very proactive nor clear on resolution action attempts they make....our case is a very good example.

Having managed the implementation and operational support of Call Centres for some years now - I suspect you have poor process devolution or a centre wide execution issue which is causing these appalling service levels.... you should investigate not only the customer complaint but the root cause of your own internal process faults.

Your treacly responses are corporate 'babble' and are therefore of NO value or comfort especially when the consumer experience is demonstrably contrary.

We appreciate your feedback, Lamtiques and we'll be sure to pass this on. We always aim to make sure all our customers are getting great service, and we're sad to hear that we've let you seriously down. Our team's working hard online, and although this won't make things any less frustrating, we do try our hardest to respond as quickly as we can. We're keen to see what's going on. Please flick us a message here: https://m.me/BelongAU and we'll get back to you as soon as possible. -Lizzie

"We will be sure to pass this on." is jargon attempting to politely disguise the fact the company does not care to support customers. The only way you, Lizzie, will be passing on any of the complaints received here would be in a snarky comment to a colleague mocking the serious issues people have with your service. All this while counting the money you are still taking from people who have no internet.

We listen to everything our customers say, Daniel - the good, the bad and the ugly. That's why we take the time to respond to all our customer's enquiries, no matter how they may reach us - emails, online support requests, social media messages or product reviews. We always aim to acknowledge our customer's individual experiences, raise any issues back to our customer experience team and work hard to help each and every one of our valued customers. There's always going to be ups and downs in any relationship, and we do our best to listen with an open mind, investigate any issues raised and lend a hand to get things fixed. We're not perfect, we're only human, but we'll always work as hard as we can to keep our customers connected during these unprecedented times. We're here for you and our customers 24/7, so any feedback you'd like to share, we welcome it. Take care and stay safe. -Nat

Hi Cassandra, sorry it's taking us a while to properly get back to your messages. We're running short on manpower at the moment (due to COVID-19) so it's taking us much longer than usual to resolve issues and update our customers.

That being said since you've already sent us some messages/emails I'm sure we'll get back to you soon as we're working as hard as we can to reply as fast as we can to all our messages.

Thank you for your patience! -Lexi

Thank you for your response Lexi but unfortunately this is the same rhetoric as the other responses I have previously received from Belong. This is not an acceptable response in effectively solving the issues I have raised. As a matter of urgency I expect this matter to be escalated to your immediate supervisor so the matters can be properly resolved.

Don't hold your breath. They basically replied to me after 7 days asking "do you still need help with your connection" without even bothering addressing any of the requests or questions I asked (mind you the question I asked wasn't even that time-sensitive and they could have just addressed it right there and right then instead of not bothering with it at all and ask me to reply basically with the same questions.). it's beyond ridiculous even with COVID19 going on. Try TIO if you can't get it resolved with them. Plenty of other providers would give you proper service.

Same problem here as well,contacted both and they are blaming each other

Just got an email from Panasonic. They say that Belong servers are blocking Panasonic transmission. They also said that the Panasonic team and the Belong team are working on the problem. They also said that a workaround is being investigated by Belong. I hope that the Belong team is not the one responsible for blocking the Panasonic transmission. I wait in hope!

why would you sign up with them after reading these reviews?

Don't do it! Try TPG.