Harbour ISP Questions & Answers
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What happens if you want to log in and dont know your account number?
How come its so difficult to send an email to your customers, to let them no what the [Content Removed] is going on. You dont even answer the phone ??
Hi David, Sorry to hear about the issues you're experiencing, we're experiencing a higher demand into our centre due to recent outages. Could I please confirm your account number and I will get this investigated for you ASAP. Thanks, Sam
Im at work, trying to find out if?/ when my internet service is going to work !! Im in the [Content Removed] dark . Why is it so hard to send an email!!
Hi David, We can investigate your service issues further with your account number. Currently I am unable to locate your service to be able to investigate this further.
I get messages, i get bills, i can't get a [Content Removed] email
Hi David, I've been able to locate your account and have sent you an email.
How is that going help !! I'll get home this afternoon, try and ring your [Content Removed] up !!! AND NO ONE WILL ANSWER!!???
I bet this was never resolved for this poor guy.
Why can't I get a response from Harbour ISP when I ring them
Hi Michael, thanks for leaving a post. Currently there is a large scale network incident impacting a large portion of Victoria, so it's caused some issues with our call volume which is preventing some customers from trying to get through. We have a technician on site and expect the outage to be resolved within the next 30 minutes and the lines will return as normal as the volume drops.
Jaekob Team Harbour.
Ok thank you
What network does it use . Telstra, Optus or vodaphone
Hi Gary,
We don't actually use any of these networks. Our service is wholesaled by NBN, Opticomm, Open Networks & LBNCo
My HISP service was changed recently and unbeknown to me the voice mail mailbox was activated. I now have a message stuck in my mailbox which I cannot delete as I was not given any number or pin to access the mailbox. I received a email to advise me of the message of which I could read and delete from my computer however the message is still causing issues with my land line. How do I get rid of it. Ken.
Hi Ken,
Thanks for your email and apologies for the issue. Could you please reply with your account number and we'll help get this sorted out for you.
--Aaron.
5388689
Hi, I’ve written in previously, phoned, emailed sent a pigeon and still no-one answers or can resolve my concerns. I had Hannah assist me and she was excellent - however I hear she has left and I’m back at square 1. I have left - stop sending me bills Your service was unreliable to the point I had to pay to get out and sadly that was my best option. Is the ombudsman, and product review not enough for you to see how bad the service is. Next stop ….
re account 2159925 Queensland. We recently changed from Harbour. When paying our last bill of $34.62, hubby made a mistake and paid $34.61. We now have a bill for $0.01. Can you fix from here please. I can try phoning or sending you five cents by ordinary mail. But hope you can fix from here. Thanks.
I have been a customer since nbn was installed & have had the same router does it need upgrading & at what cost?
Hi Jaekob, I posted a review under A T but can't seem to reply to your response, review below: "Initially we had DNS issues and spent hours troubleshooting our brand new expensive router. After a large outage with notification the next day and no response on the support request (for weeks) we decided to move to a new provider. As soon as new provider became active all the DNS issues went away. Would not recommend and feel sorry for the customer service staff who have to work here."
In response to your question about a reference number to pass on to the engineers: We did not contact support regarding this issue, suspected we had a dud router as we couldn't override the DNS settings (due to the following issue we had as soon as we started using HSP). When visiting a new site we would receive DNS resolution failures and had to refresh 3-4 times to get the page to load. After a particularly troubling day where we were getting constant issues I plugged a dongle into the router and the issues went away. As we are now with the new provider I can confirm the router is behaving as normal as we have been able to override the DNS settings. To further isolate the issue, we are using OPENNetworks FTTB. Thank you.
Your service has gone down again. The only way we know about the possible cause of this (a power outage at a data centre) is through websites like downdetector.com.au:
external link
Why have you not sent out a mass communication to your paying customers? Why can we not get through to your customer services line? And why would an outage at a power centre bring your service down?
Hi J E, thanks for leaving this message. Relating to the outage, this was an outage at a data centre, where our network is kept. The outage was unplanned and although the power outage at the centre was restored within a few hours, it took time to bring the network back up and restore connectivity with our users.
During our outage plans, we do send out communications to all customers, we aim to be transparent and provide continued updates to our customers to ensure everyone is kept informed.
- Jaekob (Head Of Customer Experience)
hi i called yesterday and i was told that i couldnt reset my ncd can i get an explanation why plz i really need my wifi as i am a gamer who needs my wifi my name is hayley blackburn
Hi Bluey! Thank you for sending your question through. We advise to not factory reset the NCD as this will wipe all the wholesalers settings for the network that allows your service to operate, if the NCD is factory reset then it requires a fault to be raised the the wholesaler to re-input the network settings into the NCD. If by reset you mean turn the power off and turn the power back on then there are show issues with power cycling the device. If you factory reset your router, we can very much easily fix this over a quick 5-10 minute phone call as this works similar to the NCD however we just need to re-enter our services settings. If you have factory reset your NCD and now have no connection, I recommend giving us a call ASAP on 1300 579 403 or if our office hours are closed, you can also still email us at support@harbourisp.com.au as there will still be agents working through our emails after our calls close. Alternatively if you send us a message with your best contact details and your account number, I can arrange to have one of our technical support agents call you ASAP. -Mattt.
Very sad to be now leaving Harbour after my journey for many years but the new take over has ended up with us customers being hit with penalties. The service has got very bad constant drop outs and very rude customer service especially from above. We recently got a nasty email stating we would be fined for remainder of 3o days and then a second email from a manger Jaekob trying to force us to stay by offering 2 free months what the new company does not understand is your quality has dropped. Your people especially the manager Jakob can't comprehend we have technical issues and two free months isnt going to solve this. I hope someone with power sees this and can train the staff would be sad to see your company forced into administration.
Hi Jenna, thanks for taking the time to leave this feedback. Are you able to respond or send us a message with your account details and I would love to come to a resolution.
- Jaekob
Very sad to be now leaving Harbour after my journey for many years but the new take over has ended up with us customers being hit with penalties. The service has got very bad constant drop outs and very rude customer service especially from above. We recently got a nasty email stating we would be fined for remainder of 3o days and then a second email from a manger Jaekob trying to force us to stay by offering 2 free months what the new company does not understand is your quality has dropped. Your people especially the manager Jakob can't comprehend we have technical issues and two free months isnt going to solve this. I hope someone with power sees this and can train the staff would be sad to see your company forced into administration.
I like to take this opportunity to thanks Sham in fuzenst IT your a leg mate, this guy gave us a hand in a time of need in a tome for Netflix and Chill the man was sensational to deal with i hope he gets rewarded
Can i pay @ P.O.
Hi Henry, Unfortunately no, you can pay at a Commonwealth bank, or via BPAY or EFT, these details are on the bottom of your invoice. Thank you
are you a reliable provider for internet. Can you be contactable when we need help, or just to get people to use your service at the first time
Hi Tausaga, every time I have had issues with my account or something technical the people here always did their best to sort stuff out straight away. I have been with them for 18months and their customer service has just gotten better in that time but as you know everyone's experiences are usually different. Hope this helps.
Hi Tausaga, Thank you for your question, we have thousands of customers that find Harbour ISP reliable for their internet service. If you require technical support, our teams are available 7 days a week till 10pm each night. Our customer care and accounts team are open Monday to Friday from 8.30am to 5.30pm All our teams are happy to help if you ever need to call, we hope to have you as a customer very soon, Regards Harbour ISP
Why is my service dropping out for 30 seconds every 2.5 minutes. This has been monitored and recorded over a 3 hour period.
Hi Peter, to work out what is happening with your service you would need to call our technical support team so that they can have a look, they are open from 7am till 10pm 7 days a week - Please call 1300 579 403
Is monthly payment direct debit or is there other payment options
We were given an option
Hi David, When you sign up with Harbour ISP, we need direct debit details, but if you would like to pay the invoices yourself, you can via BPAY or EFT, let the sales agent know when you sign up, Thanks Harbour ISP
Hello I am one of the disenfranchised Telstra customers who has a new home in Lakelands and cant get the NBN. I have been told you are a respectable company and can connect us to a service. Please call me to discuss what I can do please. There are 7 NBN boxes within spitting distance of me and a Neighbour 2 houses up has NBN. I have a box at the front footpath that says communications? I have been told your service surpasses NBN and we can easily work with you? My phone is 0474065494. Thankyou
I think my review says it all - good luck!
Hi Alan, someone from our sales team will be in contact shortly, Regards Harbour ISP
My name is Pat Helms and live in an over 50s village on Bribie Island. We have been with Harbour ISP since February 19. Im wondering if we are on a contract with our data and if so an expiration date. We find the service provided extremely slow with both computer and. Phones. Please advise.
Hi Cheryl, Please call customer care on 1300 366 169 or email customercare@harbourisp.com.au with your customer ID and one of our staff will be happy to help you, you can also call our Technical support team 7 days a week on 1300 579 403 to help with the speed, Regards Harbour ISP
Why are almost all of the favourable reviews here accompanied by clip art instead of real customer photos?
Good Day Chris. Please note that ProductReview.com.au sets pre-selected generic photos to customers who opted to use their email addresses rather than link their Facebook or Google accounts. Harbour ISP has no control over what Public Profile picutres will be assigned to verified customers who chose to leave reviews. Hope this answers your questions. Regards, Harbour ISP
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