I’m extremely disappointed with Tangerine’s handling of our service migration today — not because migrations happen, but because of the communication and support experience surrounding it. A week or two ago, we received an SMS advising of a scheduled outage and migration on 26 June. Last week, Tangerine sent an update cancelling that scheduled… Read more
outage.
Despite that, today (19 June) our service unexpectedly dropped with no prior warning or communication that the migration had been brought forward.
When we contacted support, the representative appeared unaware of any migration activity and took us through standard isolation steps (router reboot, cable checks, etc.). We accessed our router logs ourselves and could clearly see the router was reaching Tangerine’s authentication infrastructure but the connection was being refused from the ISP side.
A ticket was logged and we were told we would receive a call back within an hour. That callback never happened.
At 12:41pm we then received an SMS stating that our service had been successfully migrated. This was the first confirmation we had that migration activity had actually occurred.
The service then appeared stable briefly before becoming highly intermittent. Router logs showed the connection repeatedly dropping every few minutes, with authentication failures preventing reconnection. This caused unstable internet across the entire household, with devices randomly losing and regaining connectivity.
After further investigation we noticed the WAN password/details shown in Tangerine’s dashboard had changed/been removed, preventing our router from authenticating correctly.
On contacting support again, we were instructed multiple times to factory reset our router without meaningful investigation of the actual issue. Given the logs clearly indicated an authentication/configuration problem following the migration, we requested the updated connection settings instead.
The most disappointing part of this experience wasn’t the outage itself — it was the lack of accurate and timely communication, support staff seemingly unaware of migration activity, failure to follow through on promised callbacks, and customers being left to diagnose issues caused by backend changes.
Unexpected outages can happen. Poor communication and poor coordination during them shouldn’t.
Have just ordered the installation of NBN fibre to the premises with Tangerine Speedy Max plan with the help of Sales Rep Realyn. She was very helpful and happy to repeat anything that I didn't understand first time.
The worst network ever! Can you believe in 24hours/day, only maximum 1hour has WiFi.connected? And this has been last for the whole month, they are billed.monthly not pro rata so I can't even exit ealier! Hope this company go broke
Reviews with attachments
Fabulous service on the phone, very helpful. Highly recommend this service and will recommend to other people. Show details · 1
Vin and Ben were extremely helpful, patient, and professional throughout the call. They explained everything clearly and made the process easy. Show details · 1
Tangerine made switching to them as our broadband provider, including FTTP connection, quick, easy and seamless. It required very little effort or stress on our part even though it took a few weeks for the NBN appointment to happen, which is usual. We are now getting great internet speed, no more dropouts and easy online account management for a much better price. Happy customer so far! Show details · 1
After a little bit of a rough start, these guys have turned it around completely. They were a little difficult to get into contact with to start, but they were also quick to escalate the situation and even offered to call me. After being connected with a very helpful tech. She was able to get me connected within a 9 minute phone call. Since being connected has been flawless so far. Show details · 1
My fault with overdue account which lead to a suspension but I can’t explain how frustrating they are to deal with. Paid my overdue account and apparently my service will be activated shortly. Next day I received an email stating everything is up and running but obviously that’s just an automated msg they send without even checking, so after 5… Read more
hours on the phone im still without the nbn. Seriously I could go on and on as this isn’t the first time I’ve had issues and I know I’m partly to blame but how hard is it to reconnect a service that was suspended 5 days earlier. Also Speeds aren’t anywhere near what their plans state and their customer service isn’t worth a star apart from 1 lady I spoke to from accounts who actually sorted out one issue I’ve had for 6 months. If your st^pid enough to sign up just make sure to pay your account on time unless you like wasting your day on hold then talking to incompetent staff who seem to think rebooting solves everything
Dan, hi. We are so sorry to hear about this… Read more
- +2
I signed up with Tangerine for a new NBN connection on 7 August 2025 and paid in advance. The advertised offer was $68.90 per month for the first six months, starting from the first day of activation. During the order, I clearly requested that my service must not be activated before 18 August 2025, and Tangerine acknowledged this request. … Read more
However, my service was activated on 14 August 2025 without my consent, four days earlier than agreed.
Later, in my second billing cycle, I received an extra invoice of around $25 without any prior notice or approval. When I contacted support, they said it was for “aligning the billing cycle”. Even after calculating the actual days used, I found that I was overcharged.
Then, on what should have been my 5th month, instead of charging the discounted amount of $68.90, Tangerine issued a full bill of $88.90, even though the promotion was meant to be for six months.
At this point, I lost patience. Their support responses usually take 3–4 days, and the billing mistakes kept repeating. I decided to switch to another NBN provider immediately.
Even after leaving, Tangerine kept sending invoices. They later amended one invoice to the correct amount, but this was not done promptly, and by then I was already connected with another provider.
Now, when I log into my Tangerine account: • It shows no active NBN service • I cannot open new support cases (error every time) • I cannot reply to old support tickets • My previous open cases were never properly resolved
So I am still being chased for money, but I cannot even contact support properly through their system.
Overall, this has been a very frustrating experience: • Activated service without consent • Repeated incorrect billing • Poor and slow customer support • Broken support system after cancellation
Based on my experience, I would not recommend Tangerine. Be very careful with their billing and keep all records if you decide to use them.
Hi Ravinder, we are so sorry for this… Read more (+1 reply)
If I could give zero stars I would have. If you have enough stress in your life, don't choose this ISP. I have been with Tangerine for years, also helped other friends and family sign up to them too they started out good for all of us several years ago but like all fruit this tangerine has gone bad. In my case even after fttp installation… Read more
testing with low latency and a new modem (no difference btw) download speed is never good, so I upgraded to their 500mbps plan to compensate, most of the time lucky to be a 10th of what I am paying for, just tested at 43mbps and 45mbps. Customer service replies after days with nothing helpful and closes the request, calls to them have massive delays and at times get cut off and their billing via direct debit doesn't take the money in the bank account and they keep adding default fee's. I have tried to sort it all out for far too long but no luck. Who has time for this? Just signed up elsewhere and others I know which are having issues will no doubt follow.
Scott, hi. We are so sorry to hear about this… Read more
My contract is NBN 500/50, but the speed in the morning only 80/43. scam, don't do let them earn your money. Show details
Hiroshi, hi. We are so sorry to hear about this… Read more
Latest follow-ups
What's with all the ridiculous over the top security codes? I tried to change my mobile number from my work number to my private number OMG code after code after code after 45 mins later I tried a human OMG confirmed details, coukdnt make the change… Read more
and after another 35 mins of wasted time, they wanted a picture of my drivers license, WHY? just more wasted time AGAIN WHY? Didnt have DL with me so had to hang up. ITS AN INTERNET SERVICE NOT A NATIONAL SECURITY SECRET! I still haven't been able to change my number. Thinking of cancelling and going elsewhere.
Follow-up · I have set up cables to all televisions and my computer but I still get buffering and switching between cable and WiFi. It seems to happen more at night BUT WHY? My electrician who checked all the existing fiber cables and ran the new cabling suggested to get NBN to come and check it out BUT my request was denied. It seems that once you have signed up and paid you get no customer service at all. Why is that?
Sam, hi. We are so sorry to hear about this… Read more (+1 reply)
Find out how Tangerine Telecom NBN 500/50 (Speedy Max) compares to other Internet Service Providers
Know better, choose better.
JC was very explicit in the setting up my new account with Tangerine. I am 75 years old and not very quick at understanding contractual requirements. JC took the time to make sure I was fully aware of what I agreed to. Show details · 1
Follow-up · The whole process of changing providers was very easy. Tangerine took care of every thing. All I had to do was swap modems. The time taken to install was very fast. The word 'Seamless' describes the whole process. The instructions supplied with the new modem were faultless and so easy for me to follow, which speaks volumes. Because I have no… Read more
Spoke with JC who helped set up my service. Polite speedy helpful and easy to understand great stuff JC keep it up. Show reply
Follow-up · In a follow up after my connection. I am consistently getting 500mb speed as tested with Ookla. This plan is about $5 less than my old plan with spintel which i was happy with but would have been a lot more than Tangerine after the upgrade. I used my old modem a netcomm Nf18ACV, had to log on to the modem and change a couple of settings that… Read more
Positive reviews
I had a problem signing up online when the payment did not go through. I called Tangerine, and Realyn from Sales was very patient and helpful with the details. It didn't take long, and she had everything fixed in no time. She is a valuable asset for the company.
Service is reliable and communications from Tangerine are very consistent and accurate. Big thanks to Customer Service team and Vin for supporting me with some enquiries and concerns in timely manner.
Many thanks to the Tangerine staff, JR from sales was effective and professional. He went through everything and was knowledgeable and understanding. I am very thankful to have dealt with JR from sales
Negative reviews
Absolute garbage. Continuous dropouts and have only got the speed I’m paying for a few times. It’s because they don’t buy enough bandwidth from the NBN. TPG was giving me 500+ MB/S 100%. Switched over about two weeks ago as Tangerine was $30/mth cheaper. Now I know why. Tangerine service is so trash I can’t even log in to TPG to go back before it times out. Absolutely pathetic.
Hi Marinus, thank you for sharing your… Read more (+2 replies)
I want to share my experience so other customers are aware before signing up. My mum's internet service with Tangerine has not been working properly for quite a while. I am my mum's authorised contact, called Tangerine support on her behalf, I tried to explain that my mum's "modem" (more than 5 times) was reporting that the username or password… Read more
was incorrect.
The support experience was extremely poor. The agent appeared to be working from an overseas/offshore call centre, and there was loud TV or background noise during the call, which was very unprofessional. I had to repeat the same issue more than five times, explaining that the password was not available from the "modem", but the agent still did not seem to understand and kept asking where the password was not found.
Instead of listening properly and helping to resolve the issue, the female support agent raised her voice at us. This was rude and unacceptable.
In my opinion, Tangerine appears to rely on cheap outsourced/offshore customer support, and the quality of service we received was very poor. Customers should be aware that if something goes wrong with their NBN service, they may not get proper technical support or professional customer service.
This experience has been very disappointing. Our internet problem was not properly addressed, and the support call made the situation worse. I would not recommend Tangerine based on this experience.
He Y., hi. We are so sorry to hear about this… Read more
I've signed up for a service that will supposedly give me speeds up to 500Mbps. I'm getting about 20% of that at around 100mbps. Logged a call with them and provided them with proof. Not just a glitch either. I've rebooted my modem and when I ran the speedtest, only my laptop was connected. I've heard nothing back from them to troubleshoot the issue. Lousy service.
I also want to add that I went to look at the status of my ticket and found that Tangerine had… Read more (+1 reply)
Recent reviews
I called Tangerine to enquire about cancelling my broadband service to move to a cheaper provider. I was put through to Mari in the Loyalty dept and she was very helpful and friendly. She made me aware that they had a deal with Bupa and as I was a Bupa member I could get a 12 month $20 monthly discount off my plan. She stayed online with me while… Read more
talking me through the Bupa reward process and got it set up. Very happy with the service and outcome. Now I'm on the cheapest deal I could find!
Find out how Tangerine Telecom NBN 500/50 (Speedy Max) compares to other Internet Service Providers
Know better, choose better.
I want to extend a huge thank you to Dan from activation team for her incredible support during our recent home internet outage. She was extremely professional and kindly assist us by contacting NBN. Dealing with internet issues can be incredibly stressful for me and my family, but Dan's proactive follow-ups gave us peace of mind. Thank you, Dan, for the outstanding customer service!
Great value and extremely reliable internet. Only not great point is the online portal. Hard to find what I’m after sometimes. Apart from that I’m extremely satisfied with Tangerine
I have just signed up to Tangerine after a friend recommended them to me. I signed up for the speedy max NBN and bundled my existing mobile for a much better service and price (even after the generous honeymoon savings that are fantastic for initial no lock in contact period of 6 months for NBN and 3 months for mobile plan) the speeds and… Read more · 1
inclusive FTTP upgrade for free on this plan from FTTC which I can use once I have the modem that I purchased outright with my sign up then the FTTP will occur in around 3 weeks. Also they arranged to have an eSIM to port my existing premium number through Optus for easy transfer as I was not sure it could be done, it was such an easy process. Thank you to MJ from Sales Team for such great customer service and clear communication and lovely manner that really made a difference. ⭐️⭐️⭐️⭐️⭐️ 5/5 super stars!
Dread dealing with NBN/ internet companies but on this occasion, dealing with Patch made a frustrating situation bearable. Her professionalism and patience with me makes her an asset to Tangerine. Show reply
I was very happy with the quality of the service provided by John, he was very professional and know what he is dealing with. John wasable to provide me with all the required information and speed up my request. Show reply
BINGO set up my internet he was very thorougher and helped me with everything I needed, I will be requesting him if I have any enquirers or problems thanks BINGO Show reply
MJ provided exceptional customer service throughout the entire process. She was professional, knowledgeable, friendly, and very responsive to all my questions and concerns. The information provided was clear and accurate, making the experience smooth and stress-free. I was also impressed with Tangerine Telecom’s competitive pricing, especially… Read more · 1
considering the premium services and features offered. It is great to find a provider that delivers excellent value without compromising on quality.
Thank you, MJ from the Sales Team, for your outstanding support and dedication to customer satisfaction. Your assistance made a significant difference, and I highly recommend Tangerine Telecom to others.
Today I spoke with Mari at Tangerine regarding my current service. As an existing customer, I had been comparing plans from several other providers to ensure I was receiving good value. Not only was Tangerine already highly competitive, but Mari was able to match and then beat the pricing offered elsewhere. While there were a few moments where… Read more · 1
communication was a little challenging, Mari remained patient, professional, and helpful throughout the conversation. Thanks to her assistance, I have decided to remain with Tangerine and will enjoy additional savings over the next 12 months. I appreciate the effort she made to help and the positive outcome achieved.
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Zhan, hi. We are so sorry to hear about this… Read more