Moose NBN

Firstly the Jack the operator was very hard to hear unusual as they are teco company. But Jack was very helpful and assisted me getting a better price for my plan.

The internet is fine. The ability to contact Moose is abysmal. We need to change our payment method over as that card no longer exists, and pay an overdue in voice due to the failed direct debit. I can't login to the online portal and when I try to reset my password, nothing happens (doesn't tell me what the new password is, I don't receive an… Read more

email etc). I've been on hold for probably 6 years all up and the one time I got through, someone rude immediately hung up on me. I've been stuck waiting in the online chat for hours. I've sent multiple emails with no reply. The invoice has no alternative payment method listed at all.

Our internet might actually be cut by Moose (forcing us to move to another provider) because... it is impossible to pay our bill despite trying for hours and hours. I have never found it so difficult to give someone money. Do you people want your eighty bucks or not?!?!

Marco has excelled! His persistence is extremely appreciated. He went the extra mile and should be an inspiration to his peers. Well done! Show details

Problems with buffering & unableto watch movies from tvapps. This is as a single for whom I ternet Speed should cope. I even considered a mesh booster to have more consistency. I called moose and they reset from their end. Internet worked better… Read more

than it had for weeks. No issues until a week later. I dropped modem but was later advised by moose it was working. I still had no internet at all and advised by a moose tech (not Andrew I can’t recall his name) it was a line fault, and I needed to have a data cabler address the problem he perceived I had. Prior to calling a data cabler I had my own tech look at what was happening. He found no issue with either line or modem even when using his own test modem. We then called moose and my tech & Andrew from moose liaised to solve issue. My internet now works better than ever as I purchased a modem with 3 antennae from tech to make for better coverage throughout my small home. Andrew was knowledgeable, approachable and more than happy to work with my tech to solve problem. My modem from moose worked despite dropping but the new modem has a better ‘reach’. Whenever i called for technical support I have been satisfied with outcome except for the ‘data cabler’ advice. I still recommend Moose NBN as a budget internet provider.

Constant drop outs - I had a 2 hour work meeting and dropped out 14 times. They can't fix the issue, their customer service is horrible. I've given up on them, changing provider now.

I was trying to get ahold of Moose Mobile about an issue with my account. I waited on hold for over 3 hrs and couldn't get through. I also completed their contact us form and waited. Still no response. Submitting a review here worked a treat and they contacted me the next day and resolved the issue very quickly. I used Moose for mobile and NBN for several years. I wasn't a heavy user and it worked for me at the time.

While I haven't had any major technical issues with Moose NBN, my initial experience trying to contact customer support was extremely frustrating. I spent more than an hour on hold before giving up, and despite being directed to use online chat, I was unable to get through to anyone for almost two weeks. The estimated wait times shown in the chat… Read more

seemed unreliable, often starting at "someone will be with you in 2 minutes" and then increasing or appearing to stall completely. On several occasions, I waited 3 to 4 hours without being connected to an agent. At that point, it felt like a nightmare.

However, I'm updating my review because Moose's review mediation team proactively reached out to me via direct message after seeing my feedback. They investigated the issue, responded quickly, and resolved my concerns to my satisfaction. Their communication during the resolution process was professional and prompt, which significantly improved my overall experience.

While I still believe Moose needs to improve the accessibility and responsiveness of its support channels, I appreciate the way they handled my complaint once it was brought to their attention. Based on the positive outcome and their commitment to resolving the issue, I have revised my rating accordingly.

Have been trying to contact Moose for 2 weeks now. I needed to change something in my account. Apparently issue with change to Vodafone and lots of customer calls. Made contact via PM on this forum and they got back to me very quickly, apologised. Sorted out my problem in a flash. Now happy.

I was with them for 3 months until today. I had multiple unexplained outages, often at the same time of day for a few hours. There were other shorter glitches as well. I asked for an explanation via chat, but they were unable to provide, so I ported… Read more

away. the switch took about 30 mins and then my life went back to normal. Worth swapping. Don't stay with a poor performing provider of nbn.

Andrew has spent some time patiently fixing several problems with my change of plan and explaining carefully so i could understand what needed to be done my end as well as adjusting what needed to be done your end. Thank you Andrew you have helped an old man with limited computer experience understand a little more

Wouldn’t touch them again, think this is what we signed up for but never received any correspondence from them, lasted 2 weeks and went back to Aussie. They have zero communications and when you gave an issue they aren’t at all helpfull, you can’t contact them. Would love to give supporting documentation but we never recieved any, not even an account number. This company is truly abysmal

I 100% recommend Moose nbn They are one of the most cost competitive services available in my neighbourhood. This is mostly reflected in the speed in which you can communicate with them. BUT once you ARE connected - AWESOME! When they DID get around to addressing my problem, they were all over it like white on rice. (They took 3 days) They need… Read more

more staff BUT the staff they do have are really top shelf. YES they take forever to get in contact with....BUT.... Ask yourself this one question - In a year, how often would you need to call support for your nbn connection, right...?? I don't have fibre so 100/20 is the best they can give me. My speed check is consistently above those numbers.

Andrew was extremely helpful on the phone today, amazing service and resolved my concerns, making me want to continue with Moose Mobile instead of switching to another provider. Thank you Andrew!

I wasn't able to get in touch with anyone over the period of 3 days, no responses, no support , no service access details. Just an invoice! Super frustrating. The phone and email customer service are experiencing a bit of a bottle neck - I am told only this month....when I finally managed to get someone to respond to my contact attempts they were helpful! I wish they had just sent me the info straight away, it would have saved me a lot of time.

My internet went down and Andrew took me through the process of identifying that nbn was the problem. He organised a visit from nbn next day and the issue was resolved.

Very good service. I found that Andy Williams was patient and calm and we got everything going again. Moose are delivering an above average product at great prices. Only downside and have to mention is I did wait an hour for service when nbn outage occurred. I'm sure they were busy as the next call the day after, was answered within 5 mins.

I have recently moved house and started a new NBN plan with Moose Mobile, it was a mostly problem free process with the exception of one small issue. I called the support line and after a short wait Andrew was able to help me quickly pinpoint the issue and were able to come to a solution very quickly. I will be recommending Moose Mobile to my friends and family going forward for their excellent service and support!

On connection day nothing had happened until i called in, and they blamed my previous service provider for not disconnecting, which was rubbish. I was still having issues with page loading speeds. Literally could make a coffee whilst pages loaded. I had twice contacted tech support and only a speed test was done which wasn't my issue. Finally I… Read more

spoke with Andrew, a senior tech, who set up my router configuration. Now I have fast reliable internet and can get all my apps working and not timing out. I was ready to cancel my account after 3 weeks, my email support jobs were never responded too, even after their self imposed 48 hour deadline. My advice is phone in (fairly long wait times ~35min) and ask to speak with senior tech like Andrew. I hope to not need any further assistance now we're running well.

New customer. Had trouble setting up my eero 7, Garry from Tech Support provided awesome service, got me sorted with patience and kindness. Internet connected & a definite improvement on the previous providers connection & speed, for a much better price. No drop outs, so far so awesome! I've also had a great experience with my Moose phone service.

Spoke with Andrew and he was extremely helpful and patient in assisting me. Had problem with modem and he guided me on getting internet up and running again. His service and communication was excellent

Service was slow to start with. A few technical issues, once sorted, James was very helpful. He explained everything, and sent email confirmations. Thank you James.

Moose NBN commenced their service on the planned date. The changeover from the previous provider was seamless and I had to do nothing. Throughout my usage period the service was excellent and all communications on any planned outages due to NBN maintenance were timely and in any case none inconvenienced me. Similarly, when unfortunately I had to… Read more

discontinue for my own reasons, they were just as polite and prompt through the service I received from Noah Jones to credit back the final invoice which had been raised in advance. In particular, Noah was very polite, understanding and prompt in his actions to organise the resolution that was required. With service like this I will undoubtedly consider Moose NBN again and also recommend them to my contacts..

Really helpful and proactive helping communicate with nbn and re-register my nbn to current adress. I barely had to do anything and was notified as soon as the network was connected. Ty Andrew