Some frustrations with speeds but very good customer service
I do have issues with slow internet but want to commend the excellent customer service I received yesterday when Francis Arapan talked me through some complex issues when I was jet-lagged and frustrated. His patience, politeness and good humour are to be commended!
- Verified customer
Only delivering approx' 5% advertised 'standard' evening speed. Very poor communication.
Despite advertised 'standard' evening speeds of 42.2mpbs, speed check utilities reveal the fastest ever download speed is low 20's - in off peak. Worse, between 6pm and 11pm it falls to between 2 to 3mpbs, even dropping below 1mpbs, at which speed streaming TV freezes, and web browsing becomes impractical. Harbour ISP makes a big deal about being an Australian company (based in Mudgee NSW), but their call centre is in Manilla. The staff are polite, but are connected to Australia via a *very* poor quality VOIP system with muffled, crackly, low v...olume sound. Understanding staff is very difficult. Emails are ignored. I have provided (3 times now) detailed speed tests results, and followed up by email. When followed up by phone, call centre staff 'cannot find' any emails sent, and my 'ticket' (complaint number) has been mysterious closed, despite my emails telling them the problem persists. Record keeping seems poor, as call centre staff repeatedly give me the same advice (e.g. turn it off and on again, send us the speed results, plug your computer directly into the NBN box). I have given up on the company and lodged a formal complaint with the Telecommunications Industry Ombudsman.
Excellent customer service
We are using harbour isp for our LBN connection. They are very responsive in providing the support we needed in establishing the internet and VOIP service. Highly recommended for LBN connection.
Worst internet speeds
i have been charged for 50mbps since two years and got below 35mbps. upgraded to 100mbps plan and getting below 35mbps. The team keep on checking speeds and stuff and wasting my time but no use.
Ripping of customers
Ripping of customers with $79 as activation fees for change of the account holder name while being on the same property address. I strongly recommend not to go with them; go with TPG or any other provider who doesn't charge their customer $79 for just a small change.
- Verified customer
Great Technical Support Crew
Contacted Tech Support in obtaining a static ITP for my CCTV Setup. Spoke to Francis and he made sure my issue got resolved by following up and keeping in touch with me through email and phone call for any updates. I used to be with iinet and have made the best decision to go with Harbour ISP as their Connection and as well as their Technical support team is very reliable and fast! Well done guys! Keep it up!
Glenda was very helpful and pointed me in the right direction to get this done. Glenda was very knowledgeable on the products and answered my questions promptly. Hopefully we don’t have any dramas when connecting
Great help and costumer service.
A lady named Aila Sideno assisted me with my concerns about our existing internet connection with HISP. she was very helpful and patient as I am not a computer person. She even waited and see if everything was working fine before hanging. Can’t thank her enough. If I have issues next time I will search for her cos I know I will be assisted 10/10
Our internet was dropping out so called the company was dealt very well by a very friendly staff member. They also make sure that our service is going well by contacting after couple of days
Fantastic service and very easy setup
Helped my grandma set up with HarbourISP for her new retirement village unit and couldn’t be more satisfied. The connection itself is strong and reliable and when I had a question about the setup process, the customer support operator was extremely helpful in ensuring it all worked. I would highly recommend choosing HarbourISP.
Service from Pam
I called yesterday to talk about getting fibre internet in my house I wait for about 10 seconds total on wait and got the got the best services from Pam.
She had understood every questions and answered them in the most mannered way.
Thanks to Pam I will be getting a internet plan that's runs on 50mbps.
Fantastic service from Aila.
Help was awesome. Aila dealt with my problem swiftly and professionally. Best service I have ever had when dealing with internet companies. Will highly recommend you.Thank you so much. My mum is moving into our estate, so I will tell her to connect with you also.
Mae help was amazing
Mae helped me reconnect my internet to my new address, her service/ help was amazing and very appreciated. We had lots of dramas to get the internet working but she was happy to help and never complained and at the end got it sorted!
Excellent and quick sevice by Grace E. Garcia
I moved into a new home and my service was activated within an hour. Thanks to Grace E. Garcia for efficient service and answering my questions regarding initial payment. Not getting 50Mbps currently according to my plan. Currently getting somewhere around 28 Mbps which is not bad.
Paul Non gave outstanding customer service as I had issues with my nbn
I used the chat function it was great service and by Sunday after I received an update. Nbn was organised to come out on the Wednesday and they did.
It was the modem and the fibre optic wire was broken .
The service Paul provided was outstanding
I have only just received the service today but am very happy with it. I have had great service and am very happy with the customer service I have received even after connection I received a call to see if everything was working
- Verified customer
Very efficient service
Grace garcia helped set my internet within less then 24hrs. She knew exactly my expectations but did more. I am very grateful. Excellent customer service AGrade. She understood me and simplified the guidelines for me to connect. Most of all she had the patience since this fibre service was new for me.
Paul was very good
Paul was really good at talking me through how to get my internet up and running. 10/10 for customer service. He made me really happy that he could get my internet up and running again.
Great Customer service Quickly fixed Modem reset Issue
Had issues with my Home internet connection which was quickly fixed by FRANCIS.
Great Customer service really appreciate. I would definitely recommend Harbor ISP to all my friends and to colleagues.
Excellent Customer service from Pamela
Pamela was the only person who assisted me with no ease and helped me out with my concern. I have called twice to ask for assistance and got disappointed but this time Pam gave me hope and got my connection smoothly. Just call her if you need help!
October 6th 2019 Update: Paul, pamela, rose and leon are the best!
Paul was very helpful and patient. He’s clear on his instructions and polite. I recommend the four of them when you need to contact harbour for help or raise issues.
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Questions & Answers
Does anyone have an experience about their service in Courallie Avenue Homebush West. Its an OpenNetworks area unfortunately and NBN will never be rolled out here. Needless to say, not having a good experience with current provider.
Harbour ISPHarbour ISP
Hi Ron, Please call 1300 366 169 and speak to one of our lovely sales team members, They will be happy to answer any questions you have regarding a connection to your address. Thank you, Harbour ISP
Thanks Team, given the area, whats the average speed you reckon during the evening. I'm after an 50mbps connection.
Harbour ISPHarbour ISP
Hi Ron, Our Open Networks 50/20 typical evening speed is around 42.2 mbps. Actual throughput speeds may be slower and could vary due to many factors including type/source of content being downloaded, hardware and software configuration, the number of users simultaneously using the network and performance of interconnecting infrastructure not operated by Harbour ISP. Thank you
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