For the last 3 months we have been paying for an internet service that doesn't work. Harbour ISP does not seem interested in providing the service you pay for as a customer. We have called approximately 20 times advising Harbour ISP that we have no internet. Their technical support in the Philippines keep saying that a ticket has been raised and they will look into it and call us back. Needless to say we never received any calls. They then proceeded to tell us our internal cabling is faulty, so we hired an electrician to redo all the cables...t...urns out that that is not the issue...They then tried to tell us our phones, computer and tv might be faulty!!! I spoke then to the Sydney office and was then told management will call me back to rectify the issue...turns out that management hand balled it to Philippines service desk. So clearly management in Sydney won't even pick up the phone and try to resolve the issue with us. I have now raised a complaint with the ombudsmen so we shall see what happens now. I would advise people to steer clear of Harbour ISP as they take your money and don't seem to care if you have a service or not.
Beware of additional costs
Firstly, to this point I have been unable to fault the connection of my Harbour ISP connection. Bit slow at peak times which is expected, but mostly on my mobile, never on a streaming device (e.g. Apple TV).
But, I haven’t recently moved which I always anticipated would happen during the contract period. I had read the T&C’s and noted there was not relocation fees so thought this wouldn’t be an issue. Called to request the service be moved and was advised they would need to charge an additional fee because it was an off net area of $15pm. My h...ome is connected to the NBN like any other it seems, but I was told that all providers charge this fee. I have gotten quotes from other providers and haven’t been able to find one that charges an offnet fee for my premises. I requested that my contract be terminated given a comparable service was not able to be provided, and I was told I had to pay the termination fee if I chose to cancel my contract being $350 or remaining payments. Frankly, I don’t think this is fair given they can’t offer me the same service at the same price, when another provider could do the same without additional cost. Poor form Harbour ISP. Probably better to stick with a major provider as they seem to be able to act in a reasonable manner.
- Verified customer
Harbour ISP is one of the better ISP Companies to deal with
Since moving to the NBN, I had issues with my original NBN provider, Amaysim, so I switched to Harbour ISP.
I have found Harbour ISP to be one of the better Companies to be with. They are AUSTRALIAN. There are no language problems.
Moving over was easy. There were some issues with 'speed' but a call to Harbour was met with a desire to assist and we worked through the problem. They had to get NBN to come out (a couple of times) but this was easy (and promptly) facilitated.
I am getting (regularly) 40 Mbm (download) on my 50 Mbm plan, which is acceptable.
'Paul' was courteous, helpful, knowledgeable, and sympathetic. He actually made 'follow-up' calls to ensure my satisfaction.
Am I happy with the service? Yes, I am.
So happy with my experience!
So far I have been blown away, my connection is strong. But it's been the team who have made the difference, special thanks to Mae and Glenda! They've been such a help in getting everything up and running for me.
Connect landline number
So far I have not experienced any dropouts and connection is fine.
Issue porting old landline number. Andrea was very patient and helpful and solved the problem so all working fine.
Am also pleased that your phone number is answered promptly each time I have phoned.
Support is great!
I purchased this at a reasonable price and did have an issue right off the bat, it happens, no sweat. So I called the support line which is open till 10pm which is fantastic, and was helped by Rey. Rey very quickly determined the issue and resolved it faster. I appreciated Rey's friendliness and am, so far, happy with Harbour ISP. I look forward to enjoying this service!
Harbour over optus
All issues that optus failed to repair over 8 months of continual complaints fixed in 1 visit. A CAN DO APPROACH and call backs ensuring customer satisfaction. Thank you TEAM.
Not a trust worthy service provider
I’ve been with Harbour ISP for more than 3 years and now came to know that they are not trust worthy and loots customer money. Recently moved to NBN 50 plan and received less than 4 mbps speed during the evening peak hours. They acknowledged it in email and told its an issue with NBN. They don’t have any control with NBN to get it fixed. I’ve waited for months to get it fixed but they cannot. with the agreement of technical support lead Aisan I moved to another service provider. Aisan told they would try to give discount for providing less than...5 mbps speed during the peak hours and there is no contract break involved since the speed issues is spanning for months. Now after I moved to different service provider they did not compensate for the speed issues and infact charged one month fee stating that I need to give 30 days notice irrespective of speed issues spanning for months. I tried calling customer support team to talk to their manager and they will always say the manager is not working or busy. They have accounts, technical and customer support teams not working together and you end up spending at least an hour in call but still never get an answer. All I asked is a proper justification but still they did not even bother to call me and provide a justification. Very unhappy that I trusted and stayed with them for all these years and they proved its all business and no respect for customers especially when you have issues. SORRY HARBOUR ISP FOR TRUSTING YOU.
- Verified customer
Excellent customer service from Grace
We had a problem with the NBN connection to our new apartment. Grace Garcial from Harbour ISP was excellent, and she was able to resolve the problem. Grace had great communication skills, and was very friendly and efficient. She kept us informed of progress, and unlike many other telecommunications providers, she actually called us back at the time she said she would call to keep us updated. Grace was very persistent when dealing with NBN problems. She was also vert accessible, and took full responsibility to help us with our connection issues....She also arranged for a temporary fix to our problem while awaiting for NBN to sort out their issues. The technician she sent to our apartment was a really nice, helpful guy. We are very appreciative of Grace's excellent customer service.
Mae helped and fixed all the problems I had getting connected initially. So a big thank you to Mae, great technical support and very clear and well spoken directions to follow over the phone.
Fantastic customer service and faster than our previous provider.
We recently signed up with Harbour ISP. Received our modem and were having some issues with connection. Contacted customer service and spoke with Carlo Andal. His customer service was excellent. We have decided to pay extra and it’s been worth it so far. Connection has been great so far.
Excellant connection, good service
Fantastic. No dropouts and is able to accommodate my high speed requirements (I'm a gamer). When I did have a problem, John responded and handled the situation very promptly (<1hr)
Great company and service is outstanding. Today ,Megan could not have been more helpful. Thank you so very much
Not a problem at all. Very fast connection. Never drops out or any trouble connecting to internet. Helpful service people also, could not have asked for better product and customer service. Megan went above and beyond for me this evening. Thank you
Superb service from Rey
Problem: Was only getting half the typical speed on my plan in spite of having a FTTP NBN connection. Experience: Tech support Rey (from Manila) had great communication skills and was most patient in talking me through to conduct a number of tests over many days to rule out software and local hardware causes and finally worked out that the bottleneck was with the NBN FTTP service. He escalated the problem to NBN Co and eventually got me a static IP address that solved the problem. It was clear that Rey had the technical knowhow to eliminate pro...bable causes one by one and "near enough" was not good enough for him as he went about getting me the speed I paid for. Honestly, it was one of the best remote tech support experiences on IT issues I have had. All kudos to Rey.
Always excellent customer service
My internet dropped out continuously and my home phone cut off the call every 5 minutes. Aila was patient with my lack of understanding of the equipment and courteous as she took me through each step. Her apology that it took a long time to fix was unnecessary but it was good to know she valued my time. I'm grateful that I have had no further issues but knowing Aila would pick up the problem if anything else happened and not have to start with someone fresh was a relief.
All my contacts with Harbour ISP have been a pleasant experience to date in all departments.
Great support from Aila and Pamela - Thanks you
Recently switched to Harbour ISP, made early booking in mid July and advised it will switch over on 01 Aug 19.
Pamela had coordinated brilliantly, I received email confirmation yesterday noon, I am happy that my connection was activated without need to follow up.
Yesterday late afternoon, tried to reconfigure my BYO NBN modem to regain NBN internet access with Harbour ISP, called and Aila went through with me patiently, my internet connection was resumed with average evening speed of 43Mbps (Sweet!)
Don't be sucked in by lies
Customers service is the WORSTS I have ever received!
Kept dropping out not help what so ever not was you time effort with these guys the chosse to belittle their customers.
also if you see a heap of good reviews it because at least on their Facebook page the delete the bad ones
Aila is Awesome
Connection is sweet and the help from Aila was even sweeter. No issues with the service yet and lets hope it stays that was. Thanks again Aila. Will keep you posted.
The worst customer service ever. Harbour ISP never return phone calls despite promises
We were apparently connected to the NBN 3 days ago. We have not had internet access at all since NBN connection. Harbour ISP blame the NBN, the NBN say there's no issue at their end. We have spent 2 and a half days on the phone looking at the wrong issues, not the issue that there is no internet access through the modem, Harbour ISP are constantly looking at what might be wrong with the router, even though an Ethernet cable direct from the modem to a computer gives no internet access. Harbour ISP never return calls. They keep promising to call ...me at particular times to update me on any progress. 2 hours after that time has lapsed I ring back to find no one has looked into anything. 2 and a half full days have been wasted and each time I call back they ask to go through the same tests again, like it's a new case. Their customer service is atrocious.
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|Category||Internet Service Providers|
|Contact Number||1300 366 169|
|Address||27 Craigmoor Rd, Bombira NSW 2850, Australia|
|24-Hour Phone Contact||No|
|Packages Available||Bundle and Standalone|
|Contract||Monthly and Set Period|
|Data Allowance||Capped/Fixed and Unlimited|
|NBN Speed Tier||50/20|
|Max Download Speed||50 Mbps|
|Max Upload Speed||20 Mbps|
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