Harbour ISP Fixed Wireless NBN (Plus)

Absolute disgrace at dealing with customers – All was good for a few years then it was all down hill from there. Suddenly no internet for days on end and no email, text or call to address the issues. I change internet providers and you guys still direct debt from my card for months on end. You dont respond to emails or complaints via emails. You put me on hold for 120 mins then another 20… Read more

only to say that I am at fault because I didnt inform you of the service change. WHAT A CROCK OF [Content Removed]. You cant even offer a refund or get me another staff member to speak to..or offer for a call back during business hours. Absolutely disgusting service

Terrible customer service – Have used it for 2 years now and its been pretty bad. The connection is spotty and drops out intermittently throughout the day. if any issues comes up or needing to cancel any of the service it becomes a nightmare to deal with the customer service as waits are up to 2 hours long and it is outsourced to technicians that are following a guidebook. Emails and calls are not followed up and it is unfortunately impossible to get ahold of anyone. Show details

Terrible internet connection - constant dropout – I have been without internet for the last 36 hours - This equates to 2 days work I have lost with no pay! They send a message saying they have problems but they can't seem to fix it - 36 hours is ridiculous. How about some compensation for your poor service ? Show details

Website Looks As Bad As Their Service – Terrible "service", signed up but received no support & no connection - after 78 hours & receiving nothing but phone transfers with the majority being hung up on - I cancelled. Now they're demanding over $400 for"disconnection"! After complaint to the Ombudsman they started sending me monthly bills for a service I NEVER had. Others have had… Read more

similar experiences. After Ombudsman investigation they refused to budge & are STILL sending me demands - but won't supply me with the requested original recorded "phone calls" Last "Support" call I made was promptly disconnected after I explained that I had no details of how to log in (actual Service name). I had to call Sales to get through & after several transfers I heard kids & dogs in the background - sounded like someone's kitchen -she hung up on me also... Outrageous! -------------------------------------------------- UPDATE: They recently rang (with a terribly rude phone manner) and demanded payment - I said "I didn't get a Service". Their answer? Right, we'll be getting a Debt Collection Agency to recover the money. .. I hung up. Still no response/acknowledgement re: my request for phone records! The worst example/experience with an alleged Service Provider

Have been a customer for many years – Great tech support, easy to get through. Have been a customer for many years however lately have not had my issue of slow internet resolved. We've been told that Fixed Wireless speeds depend on how many people are accessing the same tower but either way, the customer wants a resolution with either an official response from NBN confirming this.… Read more

Harbour ISP are supposed to act on the customers behalf with NBN - NBN refer all issues to your ISP. So I feel like in that instance, I have been passed around with no resolution. They have done speed tests and can see I'm not getting the speed I signed up for. I still don't know what can be done to fix this but would like an answer. Issue started in July and speed is still not what it used to be or what I am paying for. However I will say that I'm not keen to change providers as I'm guessing speed issues will probably be the same due to Fixed Wireless, however I just want to know where the exact speed issue lies.

Disconnected Connection, but Great Support – I am transferring over from Telstra Bigpond Fixed Wireless to HarbourISP. This transfer was set up through a third party iSelect, with a deferred date due to personal reasons. Unfortunately I never received any communications from Harbour regarding my new connection until after I contacted them. What I did receive was an SMS saying my account was… Read more

now active. This worried me as I foresaw myself being billed for an account for which I did not have a username nor password. I contacted the Support Team, and whilst I will acknowledge I had a little trouble with the accent of the team member, he was very helpful and emailed me my account details and the procedure for how to check the account was active at my NBN NTD. When I applied his instructions I was unable to find the HarbourISP account. So I contacted the Support team again, and this time got another team member. This lady was fantastic. She steered me straight on connecting to the NTD, and also provided me with pointers on how to set up my modem/router. I have since managed to resolve all of my connection issues and am very happy with the service. As to why I switched from Telstra/Bigpond. I had been a loyal customer of Telstra for over 30 years. Recently I was prompted to check all of my accounts to ensure I was getting the best value for money. I was disgusted to find that not only is Bigpond one of the most expensive, but they were charging me more than their current website advertised prices! I believe that loyalty is a two-way street, and Telstra's lack of loyalty to their existing customers is reprehensible. So I voted with my feet, so to speak,

Best client service operator - Annette Dockerill – My iHarbour Nighthawk router internet led light turned orange! On the First day with iHarbour staff the issue could not be resolved so the fault was pushed up the line to Opticomm and then Opticomm visited the block of units with the embedded system and said the issue was with Telstra. Still no internet on the Second day but I got lucky to get… Read more ·  1

Annette when I telephoned and she established the issue by being meticulous without overkill and took me on the journey to log on and install new firmware!

Top class support from Anne – I was on hold for hours but submitted a contact us form. Anne called me back, we arranged a call back when I was home and walked me through the process. Service with a smile (even via the phone). Top class service. Just hope the waiting time can be reduced to get it! Show details ·  1

My CSO is a genuis – Maintaining patience with my blunders they helped walk me though the process with efficiency. They are super nice and I appreciated their service thank you. Show details ·  1

Please fix the speed – Internet has been slow for over 4 days now and counting. Harbour ISP sent an email 2 days ago stating they are aware of the extremely slow speeds and packet loss yet there hasn't been any fix. I am working from home and now needing to spend money using my mobile data. Please fix it.

No one working today in this Company – I have just tried to phone Harbour this afternoon 12.30 to be advised that I am at position number 47. Clearly there is no-one working in this office. It doesn't seem to matter what time day or night you call this company there is no-one answering. Ever since they were taken over by Harbour this company has been rubbish. Have no interest in their customers. Show details

service department help – Once I got to talk directly to a service tech they are very helpful and courteous. Madison tried very hard and successfully got my internet connection back on line after I had been without internet for six days. She was also very understanding and apologetic regarding the nationwide outage. Show details

Worst Customer Service and Relationship Management – There was a network outage 5 days ago. In this time ZERO communication has been made to customers about acknowledging the issue or any status updates. Surely writing one short email to acknowledge this is the basic principles of customer relationship management… I was on the phone waiting in a queue of 74 people for over 2 hours to be told that… Read more

technical support would call me back by 8pm same day. I was also told that if I happened to miss my call, I would still receive an email. I have not received anything and it’s been 2 days.

Utterly shocked at the lack of communication here from a telecommunications company.

My problem still has not been fixed – While [Name Removed] was pleasant to speak with, when our direct debit was taken out twice for the month she said a refund would be sent within 7 days….it is now some 3 weeks later and it still hasn’t been returned and I keep on being given dates that have been missed. Very disappointing!! Show details

No internet for 2 days – We have been without internet now for 2 days. I tried calling them this afternoon and ended up in an 85 deep queue. The call dropped out twice here because our mobiles don't work very well without an internet boost. This week I have received two emails from them advising of outages planned for 2 seperate days in May. These outages almost always mean we are without internet for at least 24 hours. Show details

TERRIBLE INTERNET AND TERRIBLE SERVICE – Have been without internet for hours now and no explanation, tried calling and was given no eta. Besides this major issue, our internet always cuts out, their customer service is rubbish. I will be changing providers!

Terrible communication – Internet went down yesterday. Called the hotline and was 85 in the queue. Got through eventually to be told of the outage that would “hopefully fixed in a couple of hours”. And they have it posted on their Facebook. Now the second day with no internet. They have deleted the Facebook post about the outage so can not get any updates. Called the… Read more

hotline again with similar wait times only to get hung up on once I reached the end of the line. Called back and they now have a message on the phone about the outage and to monitor their website and Facebook. But there is nothing posted anywhere.

Perfect technique support! – My Internet has been disconnected for 24hours and I have been waiting on the phone for 1 hour, which makes me feel not good. But the technician Anika helped me very patiently and professionally to solve the problems, which is really good! Show details ·  1

3 days no internet, 4 calls (many hours), 2 hang ups and finally Manish was a STAR! – Thursday 2/3 no internet, called about 9:30am and was on the phone for 1.5 hrs. He couldn’t help, nbn was down. No eta on fix. Friday 3/3 called twice. On phone for many hours and hung up on twice while on hold!!!!!!!!! Still no internet! Saturday 4/3, call took just over and hour. Manish was great. Got cut off AGAIN but kind Manish called me… Read more ·  1

back!! No one else did (great service). Manish ran through everything and changed technical stuff on my laptop and got internet working again! Did a speed test and upload is a shocking 5 -8. Sent screen shot to be investigated and fixed. You need more staff like Manish

Liam was Amazing – The internet service drops out a little bit in general which is dissapointing but when it did this time I panicked as I was working on a big presentation. I emailed the support team and Liam got back to me straight away. He was professional but kind and understanding. He was clearly extremely knowledgeable in his field and was able to communicate… Read more ·  1

that knowledge in a way I could understand to help me to navigate my part of the resolution process. The problem was fixed quickly and I felt supported. I was so relieved to be able to work on my presentation and to have had a positive interaction with such a wonderful team member from Harbour. It really reduced my stress and made returning to my work so much easier! Liam is a real asset to the company. Please pass my thanks on again.

Jeff was such a lovely man who helped me get my home land line connected.i am 75 and I could 'nt do it. He is my savior – I am 75 and was totally lost, Jeff was wonderful. Show details ·  1

Great customer service from Peter! – Efficient, professional and personable - Peter easily troubleshooted my issue this morning and was a pleasure to deal with. Three stars are for the product itself, if I could rate separately, Peter would definitely be 5 star!

Jaekob has been so helpful – Jaekob has been nothing but wonderful to deal with. Jaekob fast responses & ability to provide a service perfect for our needs has been seamless. Great work Jaekob Show details ·  1

Queue waiting time too long but staff helpful, once you get them!! – The Wait time in the queue was ridiculously long.You need to employ more technical help staff. Show reply

You guys made my day – At the beginning I was nervous about my hearing as Indian accent is hard to understand. I keep repeat with jeff and jeff keeps helping me to understand what procedure we were in. So it solve quickly and my internet speed is ROCK. Thank you Jeff. Show reply

Terrible - just another day – Internet often drops out. Had to have someone over three weeks ago to fix is and are currently sitting in the queue, at number 24 (yes, that's right, there are currently 24 people ahead of us in the phone queue) to get another problem fixed. Often when the two of us are on teams meetings, it gets laggy and we have to hotspot. Time to change provider.. Show details

Very helpful support team staff – The support team staff was accommodating in assisting, providing all the possible solutions, and guiding step by step via phone with the customer before resorting to filing a report and setting up an appointment with a technician. Show details ·  1