Shocking Customer Service
NBN speeds were around 5-10 mbps not the 80 promised. My speeds were fine with previous provider.
Tech support would just drop out on chats when they realised they couldnt fix the problem.
Was promised improvement with network modifications but this never occurred. My account was then terminated without warning so I was without internet for over 10 days while I found a new provider.
Was then hit with a $270 termination bill.
Throughout the whole 3 month ordeal I was made to feel like I was the problem and not my republic.
Close to impossible to get anyone on the phone and when you do customer service couldnt to care less.
- Verified customer
Tech support is now online only
Having tech problems isn't easy. Trying to solve it with tech support online is even harder if you have lost your internet connection (someone didn't think this through). No more telephone help (speaking to a person) but online chat only (if your case is severe enough, they will request a call back to you), not good enough.
Also, lots of speed variation and dropouts yet when one enquire, there's never a problem on their side but still somehow the connection becomes magically better after contacting tech support (this was when one could still call tech support and SPEAK to a person).
Their modems aren't the best either as wifi keeps losing signal in the house.
Worst tech support ever
MyRepublic tech support is so poorly trained, they don't understand basic networking theory.
First time i called, I was talking to them for hours because they didn't understand the concept of a subnet.
Second time, I had a question about MyRepublic blocking incoming ports, and they kept on trying to tell me i needed to pay for a static ip address to fix my problem... Absolutely ridiculous, proof they didn't understand anything about firewalls, another basic networking concept.
Today i contacted them again to talk about issues with incoming conn...
They send DEBT COLLECTORS after customers for imaginary debt.
I was with Myrepublic for over a year. Over this time I experienced:
*Super super slow internet. Worst out of any ISP.
*Super long wait times for customer service. Waiting over an hour most days.
*Worst customer service telephone system out of any ISP I have ever dealt with.
*Unwillingness to disconnect my service when I requested again and again. They continued to Bill me despite this.
*Had to engage the TIO just to get disconnected and for them to stop billing me.
After all this I have received communication from a debt ...collection company working on behalf of myrepublic trying to extort money from me which I do not owe. Luckily because of the TIO I have written proof of nothing owed. If my credit file is damaged I will sue myrepublic.
Customer service is awful and still no internet after 8 days
I am extremely dissatisfied and disappointed with my republic.
I have been unable to talk to anyone on the phone to resolve my issue. You can only use an internet based chat which frequently goes idle and then you get passed around like a soccer ball and have to enter your details over and over.
It seems there is no sense of urgency or no one who knows how to actually fix my issue. I have so many support cases open Ive lost count.
I want to cancel this service and be given a full refund and go with another provider.
This has been the worst experience Ive ever had from any telco provider.
Better than what is written!
I want to say, that your typical evening speeds are incorrect as I exceed those values on a daily. And am quite capable of hitting near 98mbps (sometimes) but other than that, so far better than Optus, so thanks.
Fantastic Customer service
My connection is now good without the $10 add on I had a lot of drops outs my friend still is the new service on discord is the best thing ever TBH love it 100% so much easier I still think you should be able to pay when you log in on your account in the credit and billing section just a click and its paid like a pay now option in there so once you change your card you don't have to go to a different link or a different part of the page its still and crap tbh my bill was late and I change my card and then there way no pay now button on that pa...rt of the page this would make it so much easier for customer Josch on discord had to send me to a different part of the page just so I could click pay now so silly guy BTW Josch has helped me so much probably you best employee TBH a lot of staff don't know much or give wrong information and it ends up more backward and forwards witch suck's, however, Josch solved all my issues straight away :) I wish everyone could take a leap out of Josch book Also, you should be able to still call if you need help a lot of older people struggle with the new way they just want to call because they don't understand internet or tech you should look after people like this better as the older gen will never learn or understand they will call till there dead haha all so it would be good to get over 100 megabytes I deffs want more and I would like to add my republic modems suck all ISP modems do TBH and it looks bad for your company when people connections suffer just dude to the crappy modems why not make something really good or better yet why not just stop making your own modems altogether save money on research and building them and just pare with Asus that way it's a good product for all of the customers and it would give you an advantage on the market as no one's doing this and if you and Asus are pumping out 200 times the number of modems the modems would be cheaper for the customer and for Asus and my republic to make and buy witch would lower the competitive market cost for Asus and my republic as it must cost a lot to make your and their modems you could cut cost by 50% which would give a huge edge the cost if you joyed forces would be so much better and cheaper they could provide you with a modem at the same cost as yours but it would be 10 times better I think the biggest let down of my republic and all ISP is modem quality as most people don't know this so the just think their service is crap, haha witch is really bad for uses this would help you marketing strategy heaps as you would be the only ISP offering a good modem to all its customer and for the same price I can't see why my republic has not done this in the first place it makes sense to me a lot of sense.
New start up and service so far excellent!
Only new to this provider but service has been excellent so far! From the first enquiry to joining and questions through online chat have all been dealt with very well.
Worst service, lack of personal attention and always trying to fool you
I had My republic and one day the service went down. No where to find support through phone, except through internet chat which if you dont have internet doesnt make any sense to offer that support when they cant provide you internet to chat with them so you have to use your mobile credit at their expense. After hours of them trying to figure out what went wrong they couldnt fix it and it was going to take up to 7 days to fix the issue. Its been a month and no reply no money back and just got an invoice for a month of no internet! And since there is no phone to call them either, only the chat option you try to reach them through there and must of the time their chat service is down. Never again.
Worst Provider in 30 years of using the internet
Atrocious support and once your service dies, they ignore you.
They will do anything to ignore you, they say they will contact you and never do.
Modem issues for 4 weeks, and they reluctantly replaced it after providing logs and proof. they said it would be here in 24/48 hours, shows up a week later, the modem / service dies on friday at 10.30 and i kept logging and contacting and they ignored them, and when they do reply they ask you to stop hounding them until they investigate the issue.
Only when you hound them do you get some movement then ...
Always Connected & Fast!
In over 12 Months we've honestly had 0 dropouts lasting more than 60 secs. 5 small dropouts max in this time. Cannot fault our connection whatsoever.
So I've just signed a new contract and ordered the feature packed Halo modem to come with this time.
We're staying right here!
Thanks One Repuplic,
As a returning customer, very disappointed.
Signed up in October. Service was connected quickly and as I had used MyRepublic in the past with a very positive experience this was no surprise. Had some issues connecting the service to the modem which is not unusual for a new connection so I attempted contacting them by phone for tech support. Apparently, it is impossible to speak to anybody on the phone. The number you call prompts you to get online and live chat with one of their staff (ironic that when having internet issues their solution for you is to get online and chat to somebody). ...After much back and forth with 12 different tech support agents due to consistent connection drop outs I convinced them to give me a call to sort this out. Extremely frustrating having to requeue and repeat yourself constantly to a new agent who will then ask you to do the same tests as the last! I was told to expect a phone call from somebody within the hour. This call never came and as by this time it was getting late I went to bed. In the morning I had an email from a tech support agent named Karla who advised that I would be communicating with them now by email to resolve my issue. She asked me to check plugs, reset modems and NBN boxes try plugging things into different things. The usual troubleshooting steps etc etc. All of this did not work. In the meantime I had a tech savvy friend of mine pop around to assist and he discovered an incorrect setting within the modem "something to do with NBN settings" and changed it. As a result the modem was able to remain connected to the NBN. I now had a new issue, this was that the speeds I was getting through my WiFi were essentially unusable. I was on a NBN 100 plan with promised speeds of 83 in the peak periods and I was getting 6, on rare occasions under the right circumstances it may pop up to 20. At Best! I advised Karla of this and surprise surprise she was more than willing to help me with this issue! After 60 emails back and forth over 2 months the issue was not yet resolved and I was unable to convince MyRepublic to send somebody out to the property to do some troubleshooting on my end. This was because and I quote, "The connection is passing the tests on our end". We had an NBN tech attend the property and check that everything with the NBN side of things was correct, he replaced a fibre optic cable that was apparently faulty but I saw no improvement after this. I also contacted the manufacturer of the modem and had the modem tested and it was working properly as well. I eventually got fed up with the back and forth and constantly being asked to do unreasonable testing in my own time and cancelled the service. I do not believe that if a service you are paying for does not work that you as the customer should be expected to go above and beyond to troubleshoot it. I am not a tech genius and as a result did not understand half of what was being asked of me. I also requested a refund for the 2 months of invoices I paid as I was not getting the service that I was paying for over this time. Long story short I am still trying to get my refund. Considering now contacting the Industry Ombudsman for help. This was my experience. Take the advice or leave it. I am now with Optus getting the advertised speeds and although a small hold time is required, I am able to get support over the phone if required. MyRepublic has changed and not for the better.
Incredible modern service.
The MyRepublic team go above and beyond to ensure customers are getting the best out of their service. Josch spent the better part of three days working through a slight issue with our service to optimize our connection speeds to better than 98% of the countries while maintaining our service stayed up and very much usable throughout. The discord support channels eliminate lengthy support calls. The hardware is well designed and performs flawlessly. After going through many other ISP's we have found our home at MyRepublic.
Responsive customer support, incredibly fast speeds, little to no service issues.
Internet is very reliable and fast, no drop outs. Service issues related to particular internet usage have been addressed promptly and comprehensively by their support team - they have gone further than what is asked of them to address concerns and improve service. Incredibly responsive - their support team on Discord (particular shout out to Eric and Josch) is a modern approach that really highlights their understanding of their customer base. Very happy with this service; will continue to be a loyal customer.
Tech support over discord is awesome
Josch was helpful and explains things clearly and easily. follows up with issues to make sure the service is working. achieving speeds as advertised all the time, but account part of my republic could use some work.
Cant survive without it
This helps me host stable games with the stable connection. Plus using discord helps them connect to us gamers better. And customer support is perfect and they are willing to wait while you preform your own tests
Exelent customer severs and grate job delivering on the product
I have had very few issues and very timely reponeses from customer service and just a pleasure to deal with, I have been with this plan for 2 years dont know if i could ever have a different one just been great.
- Verified customer
Unimpressed and out of pocket
After most of September dealing with 'live support' who dont know the difference between a modem and a router, completely passed over the fact i could not get any connection and the NBN hardware was at fault and not me, i signed up with TPG then had to cancel that at the last minute when Myrepublic finally got my connection sorted. I was then offered a token $35.49 off my bill. After taking 2 days off work totalling $500 in lost wages, spending $160 on a new router as i was told my old one was the problem, and buying mobile data to account for ...no NBN connection for weeks. My advice to MyRepublic. Put a tech support phone number on your website. Live chat is hopeless. having to go over every detail everytime you talk to a new person is tiring, time consuming and irritating.
Great internet but sub par customer service
Great service provided at a great price, on the 100mbs plan which fluctuated between 60mpbs & 100 mbps. Technical department was also good upon installation. The only issues that arose were upon cancelling the plan due to moving back home we were told one thing then Myrepublic did another charging me a months service for 1 day of use. Due to this I wouldn't likely sign up to them again as it was very hard to talk in non-broken English with someone at customer service once you needed help. This happened a few times too over my 14 month plan.
terrible, dont use them
on a 100mbit connect lucky to get 80 offpeak, and during peak we got 30.
not to mention the late night dropouts. Also in WA your exit point is in melbourne which adds like 30ms to your ping.
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Questions & Answers
Has anyone been slapped with a Subscription Fee of$39.66 on their last invoice for My Republic for July?
Hi Arthur, that is unusual. Please hop on our Live Chat support team so that we can investigate the recent bill that you have. Thanks! Cheers, Churchill
Thank you for bringing this to our attention. We would certainly like to look into this billing matter for you and have sent a personal message to investigate. Kindly check your inbox.
I ordered last 20th May and I’m wondering how long it would take to get my nbn and modem installed?
Hi Ymer Junn A, the time scales for connections usually take between 5-20 business days to be fully connected. It all really depends on the works that are needed at your house, if there are no works needed or no equipment needs to be installed its usually sooner.
The actual date that we activate the service will depend on the type of connection at your premises, If there are works needed, we will organize all of this for you. We will continue to keep in contact along the way of your application. Please do not hesitate to log into your MyAccount to see the progression of your order or alternatively hop on to our websites live chat Mon-Fri between 8am-8pm to speak with a representative.
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