158 reviews
Reviews with attachments
I have been with Moose NBN for 5 months now and have not had any problems with the service. The download speeds are very close to that advertised, sometime a fraction faster. Upload speeds can sometimes be slower by approximately 15%, but that was the same as the previous services I have used. Ping rate has always been slower in Darwin, no matter… Read more
which service providers I have used. Attached a screenshot of the speed test I just took. So far, I have found Moose NBN to be reliable and good value for money.
Very pleased with the speed and no dropouts or buffering since we changed to Moose both for our NBN and mobiles. The service is efficient and it is all based in Australia. When there has been an interruption due to planned service requirements (once in 12 months) we have been notified well ahead and accuracy as far as time required. We have NBN… Read more
fibre to the house, so very lucky I realise, but I wouldn’t hesitate to recommend Moose NBN and mobile service to family or friends.
Technical support – After transferring to the Moose 50/20 service from another provider, I tested my download and upload speeds and found the download speed as advertised but the upload speed was struggling at 4.2MBPS. I contacted the company back and forward via email but could not resolve the situation. I rang the customer service line (07) 3193 9400, and was… Read more
fortunate to connect with Marco. 15 minutes later, problem solved and my upload speeds are now at a respectable 18.6MBPS. Marco clearly knows his stuff and is a skilled technical communicator, not always an easy task to master over the phone. Very happy with the outcome and with the smooth transition to Moose NBN.
Second time suspension of service. All 12 e mails over the last 8 months have been unanswered. Have $600 in credit and still suspended. Moose mobile was amazing so expected the same service. Show details
Do not opt for Moose Mobile if you want reliable broadband with reasonable SLAs. Their engineers do not work Saturday or Sundays meaning if there is an outrage in your area, there is no process for fix until the following Monday, and you will be left with 0 internet for the weekend. I have been with them for 6 months and initially service was… Read more
good, set up was swift.
However, recent outages on Sunday morning meant no internet for the whole day until the next afternoon, pictured. Measley pro ratered compensation of a few dollars for an incident that lasted 2 days means I would give 0 stars if I could.
I will be leaving Moose Mobile at the next nearest convenience.
I’ve been with Moose NBN for two days. While download and upload speeds match the plan, the connection drops every 7–13 minutes, confirmed via session logs in their own portal. It happens on both Ethernet and Wi-Fi, using both DHCP and PPPoE. I had no issues with the same setup on previous providers (Superloop, Exetel, Aussie Broadband, Tangerine,… Read more
More).
After 2 hours on hold, the call disconnected the moment it reached the 2 hour mark. No support, no response. Now I have to call again and waste even more time trying to get basic help.
The service has been unusable due to constant dropouts, and support has been nonexistent. I was frustrated enough to create an account just to leave this review. I’ll be cancelling at the end of the month.
Edit 01/06/25: Tried calling again today, waited on hold and gave up. I’ve now signed up with Leaptel and perfect service. Unfortunately, I still need to cancel my Moose NBN service, which means wasting even more time trying to reach their nonexistent customer support, since there’s seemingly no way to cancel online. They’re cheap, but you get what you pay for.
Edit 09/06/25: Chris from Moose Mobile reached out on 02/06/25 after seeing this review. Chris was polite and acknowledged the long hold times were due to internal technical issues. Since I had already switched to Leaptel (with perfect service), I requested cancellation and a refund, which Chris handled promptly. While I appreciate the resolution, I’m still unhappy that it took a negative review to get any attention, support shouldn’t depend on public complaints.
Hi Christian, We're terribly sorry for the wait… Read more
Latest follow-ups
Moose NBN proves definitely, you get what you pay for. Tried helping my daughter set up her NBN. Property she moved into had an NBN antenna on the roof (FW) and NTD box inside the house. ODU light constantly red. She called Moose NBN support about… Read more
the red ODU light who promptly told her, "Can't do anything. You need a router". Tried arguing that the ODU light being red means their is a problem to no avail. So I got her a router. Reset/restarted/re-everything. ODU light remained red. Called support. Support literally argued with me, that the ODU light being red is OK despite Moose NBN's own support pages, and NBN Co's support pages (and every other provider's support pages) state: If the ODU light is red, there is an communication issue between the antenna and the NTD box. Call your provider. After back and forth she finally admitted a NBN technician was required. Couple of hours later she called back again to go through the fruitless resetting exercise again only AGAIN to admit, an NBN technician was required to investigate the ODU fault. That was last Friday. Today is Tuesday - not a SINGLE word from Moose regarding the NBN technician. So we now have to chase them. If you want poor service, then Moose NBN is the way to go
Follow-up · Dodo sorted this within 30 minutes. She is now a happy Dodo customer
Hi Marco, I apologize for the situation here, it… Read more
In-depth reviews
I rang Moose the week before my payment was due to inform you that i needed to change my banking details for my mobile and internet accounts. The following week when my internet payment of $48.80 was due on 19th March. I received an email to say the payment had failed. I rang the 19th March and spoke to somebody at Moose and explained that i had… Read more
informed you in time that my banking details had changed and should have been applied to my mobile and internet accounts. After some time of explaining the man said that he would have to speak to someone and that he would be back in two minutes. At least a half an hour went by for me on hold and then the line went dead. I rang back and spoke to Marco and explained what had happened and said i wasn't happy being on hold for so long and the call ending. I said i wanted to speak to a manager. Eventually he said the details had been sorted and that the maech payment would be added to the next months. He also told me that he would get the manager to speak to me about my initial treatment. I am still waiting for a call from a manager. I want to know why my initial call giving my new banking details was not successful, why my following call was put on call for so long and then went dead, why that person who was trying to resolve the issue did not get back to me, and why i never received a call from the manager. I am not happy with your service at all and after being with you for many years. I am now considering changing my mobile phone and internet plans to somebody else unless I get some satisfactory response from Moose. Carol Burke Customer#1151752
HI Carrie, I'm so sorry this has happened to you. … Read more
Never received a bill from them in my email account, but overdue! – Signed up with Moose NBN as they offered a decent speed plan at a decent price. But the issues started with them not issuing me an invoice even though it appeared in my online account. Quite often my bills we're overdue without me knowing, and whilst these we're paid promptly afterwards, I found that month after month, it kept occurring. Upon… Read more · 3
contacting customer service on several occasions, I was told that it would be sorted if it occurred again to which it wasn't. I am absolutely sick of not receiving any bills but then logging in to see i am overdue. As frustrating as it is, I am churning away from these people as clearly there is a degree of incompetence with bill issuing system as well as customer service and the sometimes days and days it takes them to reply to an issue. On the other note though I cannot fault their NBN service and never had any issues relating to that side of my experience.
Update: After having some back and forth communication between myself and Chris, we managed to get to the bottom of these issues and was done so with professionalism and courtesy. Therefore after the issues sorted I have now changed my review from 1 star ⭐ back up to 4 stars ⭐⭐⭐⭐.
Setting the benchmark for Excellence! – The customer service would have to be THE best I have ever experienced, from tonal delivery to guidance and then some! Service providers and the like need to take a page or two out of Moose Mobile’s Employee Handbook, speak with their P&C Department, and seek guidance from their hiring processes and procedures because whatever THOSE providers are… Read more
doing, they’re clearly doing it WRONG! The NBN speeds and coverage are met with those stated on the Moose Mobile website. Using a BYO TP-Link AX3000 Archer AX53 Router for a FTTP NBN connection box (both located in a double garage single story 4BR + sound treated Music studio), no dropouts or lagging of wired or wireless connections and we’re a family of 2 gamers and a music producer, with an array of devices and streaming habits that give the word ‘addiction’ new meaning. If I could personally thank each Moose Mobile CS Team Member personally I would, but for now all I can offer is a virtual 5 STAR rating. Well done and keep up the great work!
Positive reviews
My situation was handled by Garry who was patient and professional in his dealings with me. I needed to perform troubleshooting tasks and to report codes and labels to him. Garry thanked me for each activity. The problem was resolved in about half an hour. What could have been a frustrating and unpleasant experience turned out to be mutually satisfying for both of us. Thank you Garry and Moose. Show details
Victoria was great in helping setup and sort out all issues even though it took long, most probably Eero 7 fault (Amazon should do better). Internet speed was 500 sometime ago and now 200 / 300. Thanks again to Victoria Show details
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switched my internet over to get the deal on moose. It connected automatically but internet was running really slow. Contacted moose and the support person they talked me through troubleshooting until we got the speed test is up around 70mpbs which is higher than expected for my area (Country NSW) Show details
Negative reviews
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.
Hi Scott, I'm sorry to hear you've exprienced those… Read more
USED to be great but got purchased by SWOOP. Don't bother. My NBN has been dreadful. The Customer Service is NON existent. I had an outage for 2 full days (Saturday and a Sunday) and the techs kept telling me it was restored when NBN was saying there was an outage. And guess what I got? An offer of $4.75. Added to that I'm getting half the speed… Read more
advertised. Seriously, don't even bother with Moose, go elsewhere. You really do get what you pay for.
Hi Ben, I'm sorry to hear that you're experiencing… Read more
Aint very turbo at all. I tried to call and was on hold for 40 mins. Not good enough. Easy to charge on credit card and hard to provide the actual service. Not happy at all. Show details
Hi Tommy, Thanks for your message, and I'm so sorry… Read more
Recent reviews
Andrew was swift, explained the issue, added what to do in future and also what causes our issue. Customer service of this quality has no right being in a cheap provider - a scholar and a gentleman! Show details
Moose itself was great to deal with, easy to get going after some initial issues changing from Swoop. My issue was the FTTN infrastructure in my area so have to go with a Starlink for now. Once we finish our build, we will be back, as it was all too easy and reasonably priced. Hazel was great and sorted our disconnection very quickly over chat. Much easier than waiting on the phone. Show details
To whom it may concern After several days of waiting on the phone for hours listening to "your call is important to us." I finally got lucky when James answered the phone. I apologised for my angry outburst and explained to James it was the Moose system that was at fault not the team doing the hard work. I cannot praise James or thank him enough… Read more
for his kindness consideration and determination to make sure my Moose account was up and running. It took several hours of frustration but with James expect guidance we finally got my connection working. I do hope Moose recognise what an asset to the company James is. If you get to read this James I was very sincere when I praised the person you are. Thank you for not giving up.
Sincerely yours
Bonita Ierino
I recently subscribed to Moose home NBN internet and received confirmation of line readiness within 10 minutes, which was remarkably fast and efficient. Subsequently, I contacted customer support for assistance with setting up my bring-your-own modem. I was expertly guided by Mr. Ethan Smith, whose calm demeanor, passion, and patience are… Read more
exemplary qualities for a customer support professional. With his invaluable assistance, the setup process was completed seamlessly, resulting in a fully operational connection. This was a truly positive experience.
Marko Handled my Eero modem and new Moose NBN Internet setup & plan details with great expertise. Many Thanks to him. My complete 500/50 turbo new service is now working brilliantly. Far superior to what Optus has been providing lately ( even for a long serving Optus customer) Show details
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When found not to be an unpaid bill when my internet wasn't working at all, your staff lead me through what to look for on the box and modem, then hey next contacted the NBN technical staff, that lead to a solution. they rang me later to confirm all was well.
Thank God for Chris! Where NBN failed to give clear directions on how to get connected, Chris picked up the pieces and guided me to getting my new house connected to NBN. Answered all of my questions and went out of his way to figure out the best way to get me connected. Show details
IF there was a 10 star rating for Mr Marco Jones, he deserves 10 stars ! He was the most professional, patient, caring tech professional on the Planet ! His dedication to troubleshoot my connectivity and then speed issues and then work out the problem was absolutely outstanding. ! This guy needs a pay rise. all i can say is WOW ! MANY thanks . Show details
My NBN plan was recently upgraded to 500/50 but the download speed is way below the claimed 500Mbps. Emailed customer service on Tuesday and got a bounce back that I would receive a response within 48 hours. Till today nothing happened. Don't promise if you have no intention to deliver. However, they never miss a beat when charging my card. Show details
Hi Nom, I do apologize there regarding the NBN… Read more
As a senior citizen I am not as mentally agile as some Ethan directed and guided me through the installation of a new modem/router He was extremely helpful and displayed extreme patience to ensure the task was completed I am really appreciative of his help Show details
Great provider! The team at Moose has help me set up my internet while moving house. I made the change of provider to Moose while moving house and the team have made the transition very easy.
Very quick and easy, less than 3 mins , to move from my previous more expensive NBN ISP to Moose NBN. Looks promising so far. Change over happened in a minute, so far good internet strength. Filling in their on-line form was much easier than other Cos. Prices seems about $5/mth cheaper than other Cos plus it's an Australian Co. Show details
I had a problem with my nbn box not working so i gave customer service a call and I only had to wait 5-10 minutes before someone picked up the phone. They troubleshooted the problem and arranged someone from nbn to come check my nbn box the next day. I've also had no problems with dropouts and the speeds are consistently consistent the whole time. Would definitely recommend Show details
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Hi Karen, I'm so sorry to hear there have been… Read more