Occom NBN Fibre

Some of their call centre staffs have been helpful and giving step by step guidance to get our internet back and running. However, on the follow up call regarding a faulty router extender ($399 for the router set up) after a year and half of use, they have refused to supply a replacement and only offered a replacement if we sign a 12 months… Read more

contract and pay for delivery. Australian Consumer Laws said reasonable service life of routers should be 3-5 years. Will take it up with NSW Trade Trading. TPG services were much better at the old house.

Great customer service! Alicia was my customer service personnel. She responded to my questions fast and gets straight to the point. And quickly solved my problem, highly recommend Occom’s service.

Newly arrived in Australia, a fellow student suggested I sign up for Occom. Their Chinese-speaking service is really great, the application process was super quick. Recommend it!

Gurdeep was so helpful with assisting me in connecting my internet. It’s always so confusing but he was very patient and thorough and we got it connected in a very short amount of time. Wonderful service and I love that we can also communicate via text. Sending screenshots of what I’m looking at was super helpful to the both of us

I have been with Occom since 2022, and this is my first review. At the time of signup, even given the initial discount for the first 6 months, I would have chosen other providers that I had been very satisfied with in the past, if they were available in the suburb I live in. Anyway, we gave Occom a shot. After 6 months, they raised their price… Read more

multiple times. Then I realised I was paying extra (it was not by the cents, it was nearly $2) for BPay. Upon enquiring (after 2 years), I realised I could do bank transfers without getting charged extra fees. And one little detail that one can easily miss that I have to mention, my invoices show my usage as a bar for the month but not how much I have used like I can view on my mobile plan, electricity, gas and water bills. So I enquired but the answer was pretty nonsensical like that it shows my plan for the month. (*scratching my head* Who is more confused??) I have also had numerous connection issues.

Then Black Friday came and I decided to sign up with another provider who is giving a first 6 months discount and a lower price than Occom. I would be saving over $200 for the year. I called Occom to end my contract but was told I must give 30 days notice. Then they tried to make me stay by offering higher speeds at about the same price for another year, with the usual spill that I have been a long time customer.

As soon as I declined, a whole month of invoice arrived instead of the remaining amount I was told I only had to pay. So they resent the invoice and even put the payment due date on the same day the invoice was resent! And by the way, the end date of my contract is another 16 days away. (Oh my, how revengeful and devious are they! As the saying goes "the devil is in the details".)

So, this is my three year stint with Occom.

Reflection: It makes me wonder if Occom truly values their customers (or is it all about the money, money, money? :-)) I have had far more gracious experiences.

Auf Wiedersehen, Occom xxx.

Not sure what the issue is with this organization of late, they may have moved their customer service and billing offshore. Been having issues with my billing account for a month or so now and nobody can give me a straight answer, or the information from one person to the next is conflicting. You ring and select option to speak to billing. You get… Read more

a person who then needs to put you on hold to ask someone in billing. You ask for a call back and then nothing. Had to ring again to be told someone would call me back. This is still unresolved. The problem I have is that I can't just leave as this is an embedded service, so no other provider is available here. Extremely disappointed and strongly recommend you do not use them.

Stay away! Poor service and speed! Purchased ASUS routers $120 x2 from them but they are locket to Occom! They can't be used with any other ISP! I wasn't told by them and there is no information when purchasing that the router was locked! I will be making a complaint to the ACCC.

I have been with OCCOM for many years, service was always good. This time I was in contact to cancel, Hannie demonstrated great customer service skills - asking questions on the reasoning & answered all my questions then provided a specific solution that satisfies me. As a result I upgraded my plan & stayed with OCCOM. Thanks Hannie. Show reply

I called Support and Gurdeep had been very patience and guided me thru the whole setup including the router. It took awhile and eventually was resolved. Excellent technical support.

Ekko provided outstanding Wi-Fi connection support. He was patient, knowledgeable, and quickly identified the issue. The problem was resolved efficiently, and everything now works perfectly. Excellent service and communication — highly recommended. Show reply

Excellent service! The internet connection is fast and reliable, and the customer service team is outstanding. They were friendly, responsive, and solved my problem quickly. Highly recommended!

Had an outstanding experience with Gurdeep from Occom. He was truly excellent — very professional and customer centric. Gurdeep checked every detail carefully, took ownership of my queries and ensured everything went smoothly. His dedication, attention to detail and proactive support made the experience stress-free and positive. Occom is lucky to have such a reliable and professional team member. Great work Gurdeep, many thanks again. Show details ·  1

Thankyou Evelyn for the great service. It was a different enquiry I had but then you kindly provided the latest information about occom products tgen helped me to complete the upgrade very quickly and smoothly. A surprising result saving me money for better internet performance. Show details ·  1

Excellent customer service altitude.internet speed very fast.very patient the whole process taught me to configure until I got online ssuccessful.good experience. Show details ·  1

Billing system is a absolute joke. Company gives you a date to have funds in account but never comes out that date which then leads to late fees. No portal to log into to simplify everything. My wife wanted add her email to the account as I travel a lot and got told this can not occur. Systems are out dated and taking to them is near impossible… Read more

language barrier as it's offshored out late fees rather than the bill is a joke.

Trying to tell me they haven't breach any consumer affairs and trying to charge extra fees. If anymore money comes out of my account. I'll be reporting to TIA and ombudsman

I am not with OCCOM, I inquire about their NBN service today. Female who answer my call lied to me that she is in Sydney, She also lied that NBN activation takes 1-3 days which is totally nonsense. These people are running this business from India and fooling people here in Australia saying they are Australian company? As a matter of fact not… Read more

many internet (Australian) service providers left now. It is totally sham where this company don;t know how to connect NBN

I WARN stay away from this bogey company where our money is taken overseas.

Another fraud company I was misguided by the reviews and requested service (nbn and two voip numbers) from this company one month ago. They promised to connect the service in 24 to 48 hours. After almost 10 days they called me and told me that my internet is connected but not my voips. Then after 10 days they called and said that one voip number… Read more

is connected and were not aware of the second voip number. It is interesting that during all this time nothing was connected for me and I was still using my previous company. I requested to cancel the service. Now after another 10 days, they say "According to our contract we need 30 days announcement. If you want to cancel your service, we will take it from today, and you will need to pay for the service". What do you think? It seems they have learned stealing others money. I hope the ombudsman can stop them.

5 Stars all the way – 5 Stars all the way. I have been an Occom user since last 3 years. I moved apartments recently. Guys fro Sales and Tech team, took responsibility and helped in setting up internet in less than one day. No waiting time to contact them, all can be done through web chat. I was out of internet for 5 days as I was signed up with another established provider and they were lethargic. Glad that I went back to Occom. Show details ·  1

Hopeless – One word, hopeless I have to reset my router at least once a day, speeds are unstable and rarely approach advertised speed. Staff at occom are useless, they read off a standard script. Please do yourself a favour and use a different ISP, trust me, you will have nothing but constant drama with Occom. Unfortunately I'm in an embedded network so I'm very limited as to whom I can use.

Slow & drops out all the time – Very unstable, slow buffering when streaming one device , drops out completely regularly. More than a year of phone calls to call centre still & Can't or won't fix . They sent a replacement router 6 months ago, no better, avoid this provider . Show details

Incompetent and unprofessional customer service – The Indian call centre is very unprofessional . Contacted as a new customer to check the option prior to subscribing to the NBN Services . I had only one question before I sign in - is it possible to opt out from CGNAT . Question : Can you please confirm if I can opt out from CGNAT ? I have a Dynamic IP address with my current IP , therefore… Read more

I don't need to pay extra for the Static IP .

A response from the customer service to email after 6 days :"Re: ticket [#1527544] Re: OCCOM NBN Plan 50/20

Additionally, once your service is activated, a Dynamic IP will be assigned to you by default. Please note that CGNAT will also be set to Type 3 by default. However, we are happy to make adjustments to these settings based on your specific preferences and requirements.

Contacted customer service only to be handballed between tech support and sales . Both have no idea about CGNAT .

Final response is self-explanatory : " I kindly ask you not to contact me again. Frankly , your customer service is very unprofessional and I don't want to deal with you in any shape or form . "

I highly recommend to stay away from this service provider . If that's the customer service BEFORE you sign in , imagine what is the support you receive AFTER you start using their service .

Awful cancellation policy, give me back my money – Requires 30 days notice to cancel, even after 2 years of continuous service. They don't actually need 30 days notice in order to turn the service off, they just want the extra cash flow. Be aware this clause is hidden in the contract - you cannot cancel "at any time" without this penalty. I have paid this company approx $2k for internet over the… Read more

past two years, stuck with them through multiple price rises instead of churning to another intro offer from competitors, and this is how they've rewarded my loyalty.

Avoid at all costs, do not recommend to anyone. Horrible company, absolute scam artists.

Great problem solving – Moved into Meriton residential apartment in Sydney. Unfortunately the building uses an embedded network (missed this when I signed up) with Opticom Fibre network. And OCCOM uses this. Multiple lapses in service interrupting work, exams, gaming, streaming, catching up with family overseas. No explanation provided and no fix. Customer service never… Read more ·  3

answers calls or reply emails or chats. I can’t wait to leave when my tenancy ends in a few months. No more embedded networks. No more OCCOM. If you are forced to choose them, don’t waste money paying for the so called faster speeds. It won’t make a difference.

UPDATE 20 October 2024 Have been very happy with the diligence by OCCOM staff to solve the problem and make sure it stayed solved. They basically contacted me regularly to make sure service was still working, even after it was fixed. For that have updated the feedback. Thank you.