Harbour ISP

Quick connection, Excellent service – My connection is terrific! 24 hours after my initial request Francis assisted me to have both my Internet connection and my voip phone set up . After a horror run with two previous providers, I'm extremely pleased with the result from Francis and Harbour Isp. Keep up the good work guys! Show details

Great technical support! – I wanted to update the firmware on the Netgear R6120 router installed at my new apartment by HarbourISP, but somehow a previous owner had changed the login/password. So, with a lot of help from Karmille, we reset the modem, rest the login/password and ISP settings (PPPoE) and got things going again. It took some time and perseverance (and, while… Read more

I am pretty proficient, it had me stumped) to get it right. Karmille took control and it just happened. One issue often noted about ISPs is their after sales/technical support. I reported this (low priority) issue this morning and it has been fixed by tonight. So, thumbs up to HarbourISP and their team.

Support Staff Member Annette Dockerill – On 28 May 2023 I had occasion to call the Support Line. The lady I spoke to was Annette Dockerill who went above and beyond the call of duty in resolving the issue I had and was extremely patient, courteous and helpful. Her "customer service" skills are first class. Show details

Anne's Service was awesome even though Harbor ISP in general has been terrible – Keep getting recurring problems that Harbor ISP don't resolve unless you stay on a phone line for an hour or two. When I got through Ann resolved the problem and was quite candid about the mistakes the technical team had made. Her escalation got the problem fixed whilst I was on the phone. Show details ·  1

Good Agent – Jeff was able to solve my issue as soon as possible without any problems. Guided the wifi issue properly unlike the other agents who struggled to fix my wifi. Show reply

You will be ripped off – I have been having issues since day one started out tech dropped the stuff off and did not set it up then I was charged as if they set it up and I have reported harbor isp to telecom ombardsman as they are a dodgy rubbish company I was paying 69 for 50 mbps but was provided 6 Mbps when I rang and complained multiple times they had applied… Read more

discounts to keep my business then they kept sending full bills and adding extra charges after lying to me and ripping me off so I've left harbor but they keep sending bills I shouldn't even have hopefully this place gets shut down!!!!

Terrible Customer Service (Harbour ISP and Uniti Internet) – Ongoing Terrible Experience with Harbour ISP / Uniti Internet Group. The company is currently migrating from ISP Harbour to Unit Group, and If you are an NBN client, it is important to note that you were transferred to Aussie Broadband as a client. - I'm being billed for a service that should be on hold due to address relocation. - There are… Read more

issues with the client portal access due to migration problems between the companies. - I've spent over 10 hours on hold during multiple calls waiting to speak to customer service/support, but when I finally get through, I keep getting transferred back and forth without any resolution to my problem. - I have sent several emails requesting a refund and to cease billing me for a service that was not authorised, but I have not received a response from them. Despite this, they continue to send me bills.

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

Service is zero out of ten! – For weeks I have tried to contact Harbour IPS.I’m at my wits end!I have tried to call at least 15 times in total over a number of days in the last three weeks! It’s Resulted in being hung up on repeatedly by the same person who couldn’t find my account which I have had active for 6 years, sitting on hold for hours and phone not being answered and… Read more

just not able to get through.I have emailed numerous times.There is nothing I can do to get my account fixed!! All started with a email saying they couldn’t deduct my account which there is no changes on my end and is an issue on their end…. Then when looking at accounts I have been over charged and now I have letters for suspension! I didn’t know what else to do so I manually transferred my over charged bill for it to only be rejected and returned! Now I have a cancellation notice I have woken up too. I have tried and tried and I can’t fix this! I can’t get though and no reply!’This compnay just needs to call me to have this fixed!

How is this company still operating – I highly encourage everyone to lodge their complaints with the TIO Ombudsman. But even then the company doesn’t effectively communicate and doesn’t meet TIO deadlines and time frames. They took money out of my account again even though I had cancelled and refuse to discuss an outcome. Currently sitting with TIO for further investigation. With the… Read more

amount of complaints the TIO is receiving, how is this company still operating. DO NOT SIGN UP TO THIS COMPANY!

No integrity – I was a customer of this company for satellite service for many years. Recently, they sold to Skymesh and terminated the service. They advised that there would be no change in service - business as usual. My account was $300 in credit. This money was not passed to Skymesh. Harboursat has repeatedly failed to refund the credit despite… Read more

acknowledging it and saying that they will. I could not recommend Harboursat in any way. They have no integrity. Their failure to refund my monies when they stopped providing the service is nothing short of fraudulent.

Terrible customer service – Trying to ensure my dead fathers Harbour ISP services are closed down and paid off. They are still sending bills even though I asked on April 27 for account to be closed. Someone called [Name Removed] even emailed my Dad asking him to reconsider cancelling his account. After 2 hrs 20+ minutes today, I thought I was connecting to a human. But the… Read more

Harbour support person did not answer the phone but instead flicked the call across to their parent company Uniti support team switchboard (without speaking to me). They took 15 minutes to answer. The Uniti person didn't take long to work out that Dad's account was not in their Uniti system but in the Harbour system, so she has placed me back in the Harbour queue again. I am now at #26 again. It took 2 hrs, 20 minutes last time to get from #26 to #1

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

Internet service is OK but customer service is horible – I sent and online request to change the service from my name to my wife's name, and to disable the direct debit as we were closing the account and needed to change it. Online facilities only allow me to enter a credit card. After 2 weeks I'd heard nothing, so I rang the "support" centre. After being on hold for 90 minutes (starting at position… Read more

32 in the que) I was told that to transfer my service from my name to my wife's mane we would need to submit a signed consent form, which we did.

The last outstanding invoice for the account was raised on May 7th and paid via direct debit on May 8th. I submitted the form on May 11th. On May 12th I get an email to say that the service cannot be transferred as there was an outstanding balance. Why could they not tell me there was an outstanding balance when I rang on the 10th? Why has it been 5 working days and the amount is still outstanding?

Service is OK as long as you pay your bill and don't want to talk to them, because they don't want to talk to you.

worst hold time and email response is also pathetic – Worst customer support, call Q is 60+ and after a hold for 1 hr drops only be by 10 more. Sent a mail to disconnect and they respond after 5 days with 30 days starting from when they responded, ridiculous. Responded back and 10 days up, no confirmation or response on the status, this is the nth time. Will not recommend and hear same for posts around Melbourne. Today was in Q 22 after few mins an in 24...whaaaat Show details

TIO referal – i have been without a voip service for 7 weeks plus and even though the matter is being actioned by the Ombudsman HISP have not contacted me or resolved the matter. the matter was classified as urgent and to be resolved by the 13th may. they have sent me an account for this "service"

Poor communication on outages – I have been a customer with Harbour ISP from 2019. There have been outages , slow internet speed incidents but no proper communication through sms alerts , emails or response to messeges through their portal.We lost internet on 29th Apr 2023 and no communication at all from the company on the outage restoration and possible actions to get… Read more

the internet connection back. Company only acknowledged it is a nation wide issue in a comment on product review but no where else. Company claim the incident was communicated through their facebook page , but you will find only two posts and claim it has been restored. From the comments, it is clear many customers without internet and any support.We waited many hours on the phone get into the support team , but it was nearly impossible .Company provide support to customers randomly who provide their customer number on their facebook page , no proper process for support the customers who cannot reach their call centre. No response to e mails at all.After few days loosing my connection , i had no other option rather than sign up with another provider. Company still charge a 30 days advance payment for the switch while failing to provide a service. Better stay away from this service provider.

Worst company. Impossible to cancel my account – Avoid this company at all cost!! Nearly impossible to cancel my broadband services. Called customer service and Received confirmation on 27th Feb that my account will be cancelled in 30 days. Was sent invoice for April and bank account wrongly debited. Called to rectify and received confirmation on 18 April that it will be rectified and refunded.… Read more

Nothing still done as of 19 May. Still received additional two invoices and now apparently I now owe them 228 and I need to pay for invoices. Keep getting harassed with texts and emails that I need to pay for this when I am entitled to a refund and my account should have been cancelled in March.

No refund and my account is still active. Tried to call customer service 2 times but been on hold for 2 hours and it got hung up. Sent a follow up email and no action still being done.

If anyone wants to join HarbourISP just be aware you will never be able to cancel your account and you will have to continue paying for their services that you never received

Avoid at all cost!!!

My account number is 8174824.

Exceptional customer service from Justine – I’d like to express my gratitude to Justine who is located in Manila, in the Phillipines. She had gone above and beyond with her exceptional customer service in assisting both my partner (Andrew) and I (Melissa). Andrew was stuck on the phone with another operator who was trying to assist him in getting the internet fixed but her customer service… Read more ·  1

was not great and was quite rude and she was not able to resolve our problem. This goes to show that we need more people like Justine that actually help people in every single way possible. Here’s to Justine, keep on doing what you’re great at because someday people will actually learn from you! We hope to speak to you again sometime soon whenever we may need assistance in the near future. Have an awesome day Justine!

Disgraceful customer service and useless product service! – I live in Woongarrah and our internet has been down for approx 2 weeks. Not one phone call or acceptable reason or time frame to be fixed has been given. Wait on phone for up to 2 hrs each day, nothing! Will be moving away from Harbour ISP asap. Show details

Worth the wait on the phone – I called Harbour ISP and was placed in a queue for one long hour. My issue was however resolved within 10 mins by Annette Dockerill, who not only assisted me but also offered to check-in and make sure I have been looked after well. Show details ·  1

Don’t sign up because you can’t leave! – Been with harbour for 2 years, had enough of their crappy internet and price increment. Submitted a 30day cancellation on 30th March and got a email saying my service will be cancelled on 30th April. Not only they didn’t cancel the service, they wanted me to pay and had to do another 30 day again everytime I email them. My internet service is still active as of today, I will be reporting you guys to fair trade. Show details

Fixing internet – Original service team took too long to escalate our issue to the networking team, but once speaking with level 2 team (Jeff) he helped resolve the issue in a timely manner and was friendly, professional and helpful. Show details ·  1

Technical chat about network performance anf limitations – The only downside was the length of time I had to wait to connect with [Name Removed]. However, once connected the service was freindly and helpfull and resolved my issues with the network and resulted in a recommendation to change my router as the one I had was probably outside its shelf life. No matter the conversation was most enjoyable and worth the waite. Ten out of ten for [Name Removed] so well done. Show details ·  1