How can I activate my sim card 35 dollars bought in a store?
You just put the sim into the device and follow the instructions on the attached card, it should connect to the Belong service
Hi there, thanks for reaching out, you can find more info for activating your sim on our website here: external link -Leah
Why is my internet not working. Just got a brand new modem and connected last week and now the status light is red.
Seriously not paying this month's bill if this prolongs. Can so.eone please help me and why isn't there a night tech team when from this website alone I can see there's been problems.
Hi Fulisa, sorry to hear you've been having trouble with your internet connection since joining us. Sounds like it's time to troubleshoot. You can either give it a go yourself through your app or online account by selecting your internet service> Manage Service> Troubleshoot your nbn. If you'd prefer a hand, give us a call on 1300 235 664 (8am - 8am AEST) and we'll lend a hand from there -Jules
Why is my brand new belong modem not working at all, the status light is red and the only lights that are on are the 2.4GHz and 5GHz. Please tell me how to fix it, I have restarted it, moved it to a different telephone port in the house and tried everything.
Thanks for reaching out about this, Jeff. Please give us a call on 1300 235 664 (8am - 8pm AEDT) and our support team will find out what's going on with your connection. -Monique
Why is my internet light flashing green, I've restarted and everything it's still the same
Hey Hanksy, depending on the modem model you’re using the internet light may flash when you’re online. If it’s flashing and you’re unable to get online we’ll need to take a closer look at your connection.
You can get in touch by giving us a call on 1300 235 664 seven days a week, 8am to 8pm (AEST).
Or if you prefer the digital approach you can message our support team on Facebook: https://m.me/BelongAU -Rhys
My internet dropped out this morning and I got told that it’s all working from their end, but it’s obviously not working at my end.. got told I have to “monitor my service for the next 24 hours” who else has had this issue and how long did it take to resolve?
Hey Aimee While it's good to hear things are working on our end, sound like we'll need to dig deeper if you're still not online! You can send a reply back on your support request and we'll lend a hand. Otherwise, we're also available on Facebook Messenger too: https://m.me/BelongAU.
We're happy to check in and help, so please get in touch. -Lizzie
Hello, our wifi had randomly stopped working about a week ago, turning the router on and off/resetting it wouldn't fix it, the only lights that would appear green were the power and wi-fi, the sync wasn't flashing, we had called up and they told us to wait until the next day and it should be all fine, we waited and it wasn't fixed, we had called up again and after a long unhelpful conversation, we had a new router shipped out to our location, in hopes that was the issue, and to no surprised it wasn't, tried new cables, router, leaving it off for a day, nothing's working, had no help from customer service either.
Hey DevAU Thanks for letting us know what's happened here and for giving these troubleshooting steps a go. If a new modem hasn't done the trick, we'll need to dig deeper to see what's going on. Sorry that it's been a bit run around, we're keen to get this fixed up for you!
We'll bring up your support request to lend a hand, so could you please send us a PM: https://m.me/BelongAU and we'll help. -Lizzie
Did this ever get resolved?
Only issue I have to date after 3 months is I cannot gain a signal more than 25feet away from the modum, It's a quiet slow speed also. Martin.
Hey Marko, Wi-Fi range can be a bit of a tricky one. As there are many things that can affect it. We actually have an article here: external link which explains how to get the best/most out of your connection. If you're still struggling after giving these a try, please raise a request here: external link and one of our tech guru's will get in touch. -Taylor
Thank you for the information Unfortunately although I am only running 2 computers and only one at a time, with the Belong provided modem on the kitchen bench 20 feet away and unless I'm in the same room I cannot gain a signal at all. Seems I need some sort of booster do you guys provide them?
Hi Marco, at the moment we don't sell accessories like boosters or extenders, but they're generally pretty easy to get your hands on. If you're in a particularly large place or your modem is located in a corner of the building they can be helpful. We've got more info on when to consider an extender here: external link -Rhys
What do you guys mean by my 'services' is now active, even if I don't have an nbn connection? What service am I getting exactly?
Great question, Tia! We'd be referring to either your mobile or broadband service with us being activated. If something isn't adding up or you'd like us to double-check this for you, please send us a message here: https://m.me/BelongAU and we'll meet you there to chase it up. -Monique
I have tried to cancel my service several times but I did not receive any call or email. Also my internet is still working, how do I cancel my service?
It’s getting quite frustrating because I submitted my cancellation form before next payment but now they haven’t canceled my services and asking me to pay. I don’t want to take this case further.
It's disappointing to hear you haven't heard back from the team, Leo. Although we'd love you to stay, we can definitely lend a hand disconnecting your service. We've moved to a digital world and are working super hard online to support all our customers. You can reach us by flicking a message on most socials or by raising a Support Request on your Belong account.
Send us a message https://m.me/BelongAU and we'll meet you there! -Maddie
I too, have issues with Belong. Advised them on the 27th March 2021 I was relocating on the 29th March 2021. They continue to charge my credit card and I’m no longer at that address I had an online chat yesterday with customer support who claimed she had escalated my issue and I would get a call from one of their customer support team. I’ve got nothing back from them, furthermore I would never recommend Belong as a provider, they have zero customer service.
Yes
Yes
Thanks for letting us know, Geraldine, we'd love to jump in & take a closer look at what's going on. If you've popped a move order though, the wheels should be turning and working behind the scenes to get you connected at your new place. So we can jump in and follow this up for you, please send us a message here: https://m.me/BelongAU. We'll meet you there! -Maddie
Is there an outage in my area?? I have no internet - I’m In Broome I’ve switch modem off and back in etc The internet light is green and flashing?
Please let me know what the trouble/issue is?
If you jump onto your account and head to 'Tech Support', that will let you know of any outages in your area. If that's not showing anything, then just send us a message here: https://m.me/BelongAU and we'll dig a bit deeper to find out what's going on. -Viktor
hello i was chatting to Janrell in chat section and i was almost finished and signed up when we lost contact..i have tried to get back to chat but am unable to .then i may have to find another provider...WHY DON'T YOU HAVE A PHONE NUMBER WE CAN CALL
So stoked that you're looking to join us, Fred :) We've recently launched our live chat & it sounds like somethin' unexpected happened! We're still working out all the kinks, so thanks for being patient with us too.
Now that we're digital first, our support is online. We can chase things up to make sure your order went through A-okay too, so please send us a message & we'll lend a hand: https://m.me/BelongAU -Lizzie
hi this is Fred and i want to join in the fun
hello any body home
i have been trying to join belong and nobody cares
i think i will see what else is on offer
Hey Fred! Great to hear you're keen to join the fam. We can't do sales here on ProductReview but we can point you in the right direction. You can make a new account online here: external link and you can check out all the important details here: external link external link external link
If you'd like to loop back in with the live chat team they're still online until 11pm :D -Rhys
yes
you are the worst company i have ever come accross and i will look elsewhere for a provider for my intern
Hi there, my nbn service was scheduled to be connected this afternoon but the technician didn’t arrive and I haven’t received a call. Can you please tell me how to get in touch, or provide a link, so I can find out when the service will be connected?
I’ve used the “support requests” on the belong app for my other queries and never get a response... I do when I post on here :)
Oh no! It's pretty frustrating to hear the tech never arrived, Kerry but we can definitely take a look into what's happened here! To get in touch, you can flick us a message over on Facebook: https://m.me/BelongAU and the team there will get back to you as soon as they can :-) Otherwise, you should get a response to your Support Request within 24 hours -Chris
Thanks Chris. Appreciate it
Hey Belong, I have NBN at my apartment. I want to put another NBN service at another apartment in my building - under my name, but the direct debit from a different MasterCard (investment property). The app allows you to buy extra sims for mobiles but doesn’t have a button for extra NBN connections. Can you help me out with that please.
G'day Kerry, thanks for reaching out! At this stage, we can only support one internet connection per account. So if you're looking to start up a second one with a different card, all you need to do is sign up for a fresh account using a different email.
Just a heads up we generally recommend that landlords let tenants connect their own internet services as we find it's easier for them to manage.
If you've got any further questions around the process let us know! -Rhys
Thanks for that Rhys. Will do that today :) The investment property is a holiday home, so I’m the one who has to pay up
Ok Belong! I’ve read all the recent posts about disconnections and terribly slow service. I’ve been really happy up until yesterday. My NBN internet was so slow that I had to ask my partner to stop emailing his work and disconnect just so I could work on a shared calendar. No huge downloads or anything. Tonight I can’t seem to get even 1 kB/s per second download speed. At this rate it will take all night to download an image.
So what I’m asking is WHY?? What has changed? If you can’t deliver a service in the Telstra network then why promise that you can? Even your website outage checker isn’t functioning! Why? If I understood I could be patient or go elsewhere to work in the interim but not knowing why us ridiculous! Michelle
Hi Michelle. It started fine upon connection with Belong then just one month into the contract it all went down the drain. Could not contact by phone nor any responses to my numerous emails. Funnily enough and nearing the end of the contract I was called by a rep. I told her it was by far the worse telco so far. She apologised and said she would get someone to call me back regarding the connection and, by her suggestion a refund. It’s been 2 weeks. No call. I think it’s an ombudsman issue now. Good luck. I will never reconnect with Belong and would never recommend them.
Yikes - slow speeds are the worst when trying to work from home, Michelle. It's strange that your service is suddenly no longer in tip-top shape. No worries, I'm sure we can sort out what's going on here. I know it's super simple, but if you haven't already, please try resetting your modem.
There are a few different reasons for this hiccup. If our outage checker isn't showing any results, there could be an issue on nbn's side. Have you had a chance to check your address here: external link . If that doesn't provide any answers, the Wi-Fi channel you're currently using could be a bit busy. Try changing your Wi-Fi channel by following this link: external link .
If you're still not having any luck, please message us (https://m.me/BelongAU) and we'll run some tests on our end to find out what's causing all the trouble. I'm sure we can get your service back up to speed ASAP! -Shaun
Hi, Chidiacmary19. I'm sorry to hear you've had a rough time getting in contact with us. Let's fix that. We're digital-first, so our team is online and ready to help. We'd be happy to investigate what's happened here. Flick us a message: https://m.me/BelongAU and we'll find out why no one has called you back. We'll also sort out if we're able to provide a refund. Chat soon. -Shaun
Hi Michelle, My belong internet also speed drain down that make me can’t finish my class, I complain many times through complain service (two to three time per month). I consider to terminate it but there were no any phone contact or mail about that. As Chidiacmary said no contact phone or email, it looks like belong try to escape from something. Anyone, give me an idea how can I terminate my internet service.
Slow internet is a total pain, Doro so we'd love to help get your connection back into tip-top shape as we don't want to see you go! We're completely digital nowadays, so the way to reach us a changed a little but we're still for customers. To get in touch, you can either raise a support request in your online account/Belong app or send us a message on any of our socials, such as Facebook: https://m.me/BelongAU. Our team will get back to you with 24-hours.
We hope to hear from you soon :) -Chris
Hi, I am planning to connect my NBN service with Belong. But I cannot find your contact phone no. anywhere. Could you please assist?
Thanks for thinking of us, Anh-- we'd love to have you on board! We've moved to a digital world so the way to reach out looks a touch different but we're working super hard online to support all our customers. You can reach us by flicking us a message on most socials or by raising a Support Request on your Belong account and we can offer callbacks when needed!
Send us a message https://m.me/BelongAU if there's anything we can help with :-) -Maddie
Don’t do it. They sign you up and leave you to fend for yourself. Empty promises and extremely poor connection and customer service. It’s the reason it’s cheap.
I have been logging packet loss 3-5% and extreme latency issues >300 ping to facebook and google. I have sent a message to the Belong team . How long do they normally take to get back to you ? Its been over 24hrs .
Ohhh that sounds technical ! My internet has been dropping in and out sporadically throughout the day. I managed to email broadbandsupport@belong.com.au and got a reply then various phone calls and now my case has been escalated to a case manager who will be calling again tomorrow after I have monitored for 24 hours! My suggestion keep emailing !! Good luck
Thanks for flicking through a support request, Jason! You've done the right thing by getting this done. Our tech team do their best to reach out ASAP and usually get in touch within 48 hours. Appreciate your patience :) -Lizzie
Belong, i've been experiencing the same issues as mentioned above. I seriously believe there is a systemic traffic management issue at your end that needs resolving, especially with the 30mbps speed cap imposed on the 50/20 tier basic plans.
I have noticed that the packet loss is when there is high traffic . Maybe it’s related.
Hi Zac. If you flick us a message here: https://m.me/BelongAU or raise a support request via our website, our team will take a closer look at what's happening with your service. I'm sure we can fix any hiccups. Chat soon! -Shaun
Update..... First ticket disappeared second ticket was escalated three times to network team level . Was switched to non CG Nat service , ticket was closed and 48hrs later no follow up as promised. Requested ticket be re-opened and will report back .
Hey Jason! I know that sounds a little unusual, but if you've got multiple tickets for the same issue, they'll be closed automatically. It helps us keep the conversation in one place, and get back to you sooner :)
We can't follow up much here on Product Review, but if you flick us that PM, we'll chat! -Ethan
They don’t unless your contract is nearing its end and they want you back. I’ve had 1 year of issues.
I have since found that that the issue has been raised to level 2 again and now to the network team . Each time it’s escalated a ticket is closed and a new one is opened . The packet loss seems to be when there is moderate network traffic and is noted on the Sydney and Melbourne servers when i ping them from Brisbane. Fingers crossed they resolve it soon .
Hello, We have recently moved into our new house and ordered and received our modem, it has been plugged in for 2 days. We have plugged it in, completed all instructions and have not been able to get internet. We have followed other troubleshooting suggestions such as changing DNS, reset the router, completed isolation tests, turned it off and on again, as well as forgotten all networks and retried again. We have sent a email for assistance, however we require the internet for our work and are unsure of how to sort this issue quickly. Are there any others ways to fix this issue?
Hi Melissa! Awesome work already running through all those troubleshooting steps but it sounds like there might be something going on with your connection that we'll need to take a closer look at. For us to pull up your account and check things out, we'll need you to flick us a message over on Facebook: https://m.me/BelongAU -- We can't grab your details here. Meet you there soon for a chat -Chris
Good luck Melissa. You’re going to need it. Belong is not worth your money.
I set up a plan last week with Belong. I moved into my new place on Tuesday. I have received my modem and had emails from Belong, telling me everything was good to go, all I had to do was plug in my modem. It seems that’s not the case, the green power light is on and the green wifi light is on, but that is all. I have emailed Belong, asking for assistance in getting this resolved, but had no response. It’s very frustrating because tomorrow is Christmas and having the wifi is a major factor in my daughter’s Christmas present. It would be more helpful if there was phone number I could call, or if someone could call me, so I can get this issue resolved immediately. Does anyone know how this can be resolved?
Thanks for getting in touch, Mel! We're here and super keen to take a look at what's causing all the trouble here! Please flick us a message here: https://m.me/BelongAU with reference number 530694 and we'll jump on to help get your 'net back on track ASAP!
Hope to chat soon -Kimberley
Hi Kimberley,
I have sent messages through messenger this morning. I’ve just added the reference number to it now. Thank you & I’ll await your reply on messenger
I have now been connected at my new address for 10 days and had 4 different NBN techs come in 3 different visits. Each time my NBN works for 2 days max before once again dropping out. I have been very polite to the Belong staff members as I know it isn't their fault, but it's extremely frustrating as I can tell there's some sort of miscommunication going on as the NBN techs who come don't seem to be being told that there's obviously a bigger issue with my building/address than they think there is.
Belong not having a contact phone number to call is also frustrating as I have been having to spend extra money on mobile data just to get my issues resolved, and then I just have the same issue a day or 2 later and have to go in circles. Can someone please just tell NBN to properly check what is wrong at my address? Because this is clearly not normal. I have sent messages on both Facebook and Instagram.
Hi Anna. Definitely sounds like we haven't got to the bottom of this issue. It's strange that there's been three tech appointment, but we still haven't found out what's really causing all the trouble here. No worries, flick us a message (https://m.me/BelongAU) and we'll put on our investigator hat, to figure this out once and for all.
P.S. Thanks for being so patient. When you send us a message, we'll let nbn know to check for any larger issues that might be at play. -Shaun
Thank you Shaun. I've sent some messages on Facebook and Instagram.
Still haven't received a response to messages I sent 2 days ago now.
Appreciate your patience here, Anna! If we need to follow up with nbn, it can just take a little extra time. As long as we've got you in the DM's, we'll definitely lend a hand! Once we hear back, we'll be sure to update you again with any news.
Thanks so much for holding on :) -Lizzie
Why can’t my NBN download a single steam game without dropping out ever 5 seconds? Is 2020
Hey David, thanks for reaching out! I don't think we can blame this one on 2020 haha Honestly I find downloading from Steam isn’t the fastest on my connection either. They have a handy explainer and some tips here: external link
If your internet is dropping completely, ie the lights on the modem are going off when you’re downloading, then it’s probably a tech issue. So I’d recommend getting in touch with the tech team here: external link -Rhys
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