Vocus

We advised them of a change of address with 3 weeks notice. Followed up with 1 weeks notice. After 2 weeks after we moved with no internet, they quoted me up to 21 days to fix it. My business costs $2,000 a day to run and is useless without internet. 5G is dial up speeds so not an option. So rang a competitor and they had me connected in 6… Read more

hours.

The business losses as a result are still mounting.

Do not - under any circumstances - sign up with this firm

REALLY…………..Now I know why I'm having so much trouble with VOCUS. I thought I was alone, it was only me. The person I was corresponding through email had very little PR skills. Didn't believe what I was saying. Didn't read the emails and was constantly going over the same thing due to her not reading the emails. Or if she was, she didn't include… Read more

what was relevant.

I rang and rang and emailed and emailed tech services with no answer or replies to emails. The only replies coming from this women, who was not in tech services, from another department and couldn’t help me only wanted outline the rules and regulations of VOCUS.

I was given two different trading hours to call for Tech services. Called both of them with no answer and every time a recorded message said ‘call back during office hours’. REALLY, not only do people have different hours in a large organisation, which that seems really odd, though you call, giving the benefit of doubt, and you can't get through to them as well.

So my advice…..stay away. They don't care about customers.

Our service has not been working correctly since October 25, stopped working since April 26 and we have been paying with no service or service corrections.

Very poor customer service with fttp. Changing Routers was an epic and time consuming process dragging out over two days. They use a pppoe login which requires complex username password and settings for the router if you change or use a router… Read more

which is not pre-populated by vocus. As third party routers provide a better performance and mesh system for much less than vocus routers. So they make it as difficult as possible for you to populate your own router and in my case omitted to provide one of the vital parameters which I ended up having to guess it. No email or job number was sent. Once onto the internet the system works very well and seems to be quite reliable.

Exceedingly greedy. I was on a $60/mth NBN plan for years (low-usage). Then was told they would no longer service that plan, and bumped me up to a $70/mth plan, then increased the price to $74/mth and have now been told (with 2 weeks notice), that… Read more

it will go up to $77/mth. Oh, and a few months ago, they said we now have to pay in advance.

No increase in service quality - in fact it has decreased.

While the Filipino call centre staff are helpful, they have to face the ire of customers who hate being leeched off in the way the management of this company does. No respect for long-standing customers. No control over their steady price creep - they can get away with it because there's no public outcry and they're owned by a large consortium.

If the figures are correct, Voyage Australia, of which Vocus is a part, made $1.6bn in profit last year. And they claim the recent price increase is because of rising costs. What? That $1.6b profit couldn't absorb the cost?? No. Must keep that profit increasing indefinitely to keep the shareholders and mgmt happy. Customers - who are they?

I was initially disappointed with the company for not providing any guarantee or technical support for a modem that was just over a year old, and being told I had to purchase a new one. However, once I got a new modem, Ralph from technical support completely turned my experience around. Ralph is the man! He was incredibly knowledgeable and knew… Read more

exactly what he was doing. He patiently stayed on the line with me and helped resolve my issue, getting me connected back to the internet. His professionalism and expertise really stood out.

Thank you, Ralph – you’ve earned a well-deserved 5 stars from me!

A few hiccups, but great product – Our business needed an upgrade for our internet connection. I had contacted a fair few fiber providers. Vocus came to the price party and gave us premium Telstra 1000/1000 fiber for a really good price. We had a month or two of hiccups and delivery issues, but the problems were weeded out and we now have a really good connection here that will… Read more

be the basis of of a lot of our expansion in the future. Mt tip: get another IT professional to act as your line of communication to them. All in all, I'd recommend people use Vocus, but be prepared for some hiccups as their after sales service is quite average with no service call outs. Our sales guy has always been great, though. He's handled a lot of the issues himself. Our usual speeds during tests (during business hours) are usually around the 950/950 mark.

Great connection at reasonable price – I switched to Amnet almost three months ago and since then I've been asking myself why I didn't make the switch sooner. In the last 2+ months, I've never experienced a drop and the speed is decent compared to my previous provider, Optus. Their call centre is in Perth so that is a plus. I'm happy with their service and for $50 for 100GB, that's pretty reasonable. I'll be staying with them for a long time!  Show details

Worst experience that has absolutely wasted so much of my time. Vocus took over TPG and ever since the experience has been terrible with card payment issues, then unable to login to account to rectify, meanwhile still being charged card failure fee due to issues on their end. Finally gained access to account after months of trying for there to still be payment issues. Definitely going to be changing providers.

So far Vocus "Customer service" is appalling if it exists at all. No contract document has been received to date only a "sales order". Set up of invoices is confusing to say the least and no/limited backup or support is available to help sort it out. "Support" hours are limited to main office hours only Mon-Friday 8am-6pm- not good for businesses… Read more

that work different or longer hours like ours, especially if something goes wrong. The whole "support" process is so limited it is worthless to us. Connection is sketchy on a daily basis - resetting itself several times a day with consequent drop outs - not good for a business that relies on zoom connections and consistent internet. We changed because it offered a more "stable" internet service - I have yet to see it.

Terrible customer service. Uses overseas agents for help desk - many of whom seem to know very little about Vocus products & nothing at all about doing business in Australia. I would never have chosen to go with Vocus. My business was forced to move AAPT consolidating is business. I am now in the process of moving all my voice services to… Read more

WorldDialpoint. This small family owned & operated Telco runs from Brisbane. I can highly recommend WorldDialPoint... Tell [Name Removed] that [Name Removed] sent you!

Wifi is good for me being at the bottom of a hill. Technical support is extremely good. The cost of the internet is competitive compared to other providers I’ve looked at

Outstandingly bad service related to TPG handover for both business mobiles and Internet. I had/have direct billing setup with TPG Business. Vocus/Pipenetworks now sends bills/invoices. Re Internet Service: Received an email on Sunday night: "We note that you currently have outstanding amounts owing for the services supplied to you totalling… Read more

$126.65.Regrettably, if payment of the outstanding amount is not received within five (5) business days from the date of this letter, we reserve the right to suspend the provision of further services to you in accordance with our standard payment and debt collection policy as set out in our services agreement with you."

Spent over an hour waiting on phone for what is referred to as customer service (cost to me of missed work/hourly billings/phone calls/reconnects to my upset customers ~400$) to be told: "We have made a mistake with our direct debiting, should be fixed by Friday. The email should not have been sent."

Allegedly a voice message had been sent informing customers. Allegedly an email had been sent doing the same. Service manager could not tell what date email had been sent, nor, what the text was.

No offer of compensation for their mistakes.

Re Mobiles: got messages about unpaid bills: direct billing did not go over from TPG; directed to Website on bill: can't login: hours spent with service trying to debug login; turns out business accounts do not use that website.

Directed to different website: totally useless, no functionality, links not working. Told "Under development, will be up and running soon"

Very p*ssed off and dissatisfied.

Really dont want to, but may have to look at Telstra again :(

We have a business fibre data service previously with TPG (who had very good business support) and now owned by Vocus. With two incidents recently I have experienced poor service support from Vocus on this incidents (1) Logging a phone report on the incident was on a queue for > 2 hours. (2) Online ticketing of the problem was not responded to. … Read more

Both the issues look like they centred on their management of network routing. While Vocus might be making a lot of money in their data centres it would seem this is not being reflected back into their support teams.

I hope they lift their game soon or I will have to find another service provider.

Their customer service is atrocious, their own phones often don't work and you cant get through to anyone. When you finally do talk to someone they say they will get back to you and then they don't. They send incorrect info and have no follow up with their customers once they have signed a contract. Show details

Really cr*ppy experience so far. TPG has been bought by these jokers and when my cc details changed they sent a message saying that my bill was unpaid. I changed dd details on the system but they still charged me $10 for the PRIVILAGE of sending me a message to change my details. I would NEVER willingly join this bunch of money sucking jokes.

Called Vocus, as we had a hacker attempting to process credit card numbers via one of their IP addresses. I explained that we needed to capture the logs. Of course, he mentioned the privacy act, and I told him to trap the information, and I will get the police involved. Needless to say, he did nothing. So firstly, there is an IP address that has… Read more

been hacked and is part of their infrastructure. And they want to do nothing about it. If you are a business, I'd strongly suggest moving to another telecom provider, as Vocus has been compromised.

Vocus is the worst I have experienced in 20 years – Worst service and support I have every experienced in business. Dealing with account managers who don't even respond to basic requests, impossible, messy and over complicated billing, overcharging for services already suspended, suspending services without notice after they have been paid. The list goes on, Vocus is a joke if you take your business seriously STAY AWAY they will sink you.

Worst Telco EVER – I moved all of my business to Vocus in 2016. I agreed to go with them if they offered me an included call package. The sales guy promised me that the call package was just about to be released. This never eventuated. Over 3 years they cut my customer incoming calls off, told me that there SBC failed, and it was only related to my services. … Read more

They lie, and when you complain it goes nowhere.

They have a bunch ex Commander/M2 management and staff who have brought their porr level of support to Vocus.

I complained and complained, but no one was adult enough to fix the issue.

STAY AWAY

Massive loss of business and revenue thanks to you clowns.

Probably the WORST Telco you will ever come across – People whinge about Telstra well they are shinning stars in every aspect compared to Vocus. My company moved to fibre & telecommunications with Vocus February this year. Honestly they are below amateur. Fact 1 . We poted all phone numbers from Telstra to Vocus and the Vocus porting Team forgot to port our main business number, then tried to… Read more

blame everyone else. Thanks for the massive loss of revenue Vocus!

Fact 2. After two and a half months they are still making mistakes on their invoicing and cant seem to sort it out

Fact 3. I am missing equipment that they are billing me for and they know about it and still have done nothing after numerous complaints

Fact 4. Our account manager will not responds to less than 5% of our concerns

Fact 4. The clincher you cant even ring them even though they have an office 5km from me you just get a re corded message saying everyone is on calls ...what no receptionist?? with the thousands per month I pay you go hire one! or are you guys to busy taking complaints?

Fact 5. We were promised excellent support now when there`s a Vocus related issue from their managed switch I get invited to take a support ticket and they may deal with it sometime in the next week or so

Fact 6. My old service was Vocus ADSL for which they were suppose to cancel those services when we cut over to the new ones. I am now on my 4th monthly bill for the old service because they are to incompetent to cancel the old services and good luck trying to ring anyone about it either

Guys especially big business do yourself a favor and don`t listen to the sales pitch from Vocus. That`s all you will get and nothing else.

Bad service – This company has rang my private land line twice. Once at 5 am and then at 11pm. I'm not even a customer. They called me a liar.. I didn't know about them till they rang. Rude people no customer service.  Show details

Pathetic customer service and inability to communicate – Have been chasing up Vocus Communications many times now so as to purchase IP transit. Was put in endless loops of the call being transferred to numerous people who had no idea what I was enquiring about. One person could not even transfer me back to reception or their call centre because he didn't know how to. A communications company that know's… Read more

nothing about communications. Email communication with them is non-existent after you receive the automated response.

Not a good starter – Amnet is extremely poor when it comes to replying or getting you updated. I've made numerous emails and phonecalls to them, and if I didn't, I wouldn't even know where is the appointment. I also ended picking my modem up at the office because they so conveniently forgot about it. The telstra technician didn't do a good job and now I'm waiting from… Read more

Amnet to send their own technician. Some employee seemed to know more than other, and it's like I'm dealing with many people at one go. They have to deal with Telstra too, so that'll compromise their efficiency. It would be a bumpy ride but they will get the job done. You have to have incredible patient while they work out the kinks.

Horrible support – Connection wise the ISP is the same as any other, since moving from Amcom to Vocus in WA their support is sub par... they do not get back to you and you need to constantly chase them until they escalate as the lvl 1/2 team are stuffed spuds and should not be working in telecommunication support. We have 50+ Previous Amcom sites using… Read more

Fibre/IPTel and since being moved to Vocus trying to get support is a headache and in most cases non existent until the heat is layed on our company rep that works for Vocus.

Clients are complaining and looking at other companies like commander (thats how bad they are...)

Amcom aint what it used to be under Vocus.. #1 ISP to last in my view.

Not a good service for many many reasons – We had drop outs they recommended that naked would fix the problem. They then said to tell Telstra to replace our phone line to the house. Telstra said it wasn't their problem. Amnet then said to lie to Telstra and say that it was not an ADSL issue. Telstra refused to fix. We even got an electrician in to replace wiring in our roof. They are… Read more

now trying to force me to pay cancellation fees. I would stay away from Amnet and just go with Telstra. If you think Telstra service is terrible, yes it is, but Amnet are not able to fix issues as they just rent from Telstra to your house.

Amnet are the one! – Had major problems in our new house with iinet a few years back, ended up with Amnet and couldn't be happier. Service is always on point and the technicians you talk to when you have issues actually know what they are doing. Well done Amnet, please keep the current service model.  Show details

Worst ISP i know of – After receiving very bad customer service i canceled my account with amnet. Then they started taking money from my bank account for cancellation fees and such. When I asked them about it, they said upon sign up I agreed to let them debit my account in the terms and conditions. Be careful when dealing with amnet, Questionable business ethics.

Great Experience – I have just switched over to Amnet from my last provider which I was with for six years +. The reason for the switch was Service, since they were taken over, the support centre was switched from Perth to overseas which had proved most unsatisfactory. The switch over to Amnet went very smoothly, ADSL2 followed by the land line, less than four… Read more

days and coordinated without any loss of services.

The connection has been good with no dropouts so far. The Customer Service / Support is excellent, no more holding on the line for 30 minutes for someone to answer.

Congratulations Amnet on you performance.

Perfect! – I had Amnet (part of Amcom) for a few years it was perfect. no drop out no issues great customer service. Had to change from them due to moving houses to new location.  Show details

Bad – Very poor adsl2+ performance customer support is very unhelpful.Blames poor performance on your equipment and on neighbors (Yes really neighbors) Avoid.Don't even try to play games on amnet...40 ping which is ok but it lags like you are playing on a 600 ping connection (PS4) Once i changed companies i got 31-35 ping and i see lag in 1 out of 50 games i play.Gamers move along.  Show details

Awful – High latency terrible for online gaming.Support team are dumber than a box of rocks.Should be ashamed of themselves.Avoid this mediocre joke of a company.

Haven't had any reason to look search for a new provider yet! – An ex co-worker put me onto Amnet back in mid 2012. Wanting to stick to a $30 per month budget for internet access I went for 25 gig for 30 per month and didn't have any serious problems. In fact, I was pleasantly surprised that the call centre was still open after standard business hours when anything did go wrong. Found the service staff… Read more

generally helpful and was always able to resolve my issues.

Have had the account transferred to where we are living now, and that resulted in the account shifting to the current standard of 100 gig per month for $30! Happy days!

Unfortunately though, Amnet used to offer small increment top ups for people who hit their limit and had their access shaped, however now they just try to make you upgrade your plan... poor show!

All in all though, a decent service for a competitive price.

Long time happy customer – Just want to thank Amnet for a great support they could deliver to my family. The connection is always reliable and fast. Well, probably one or two drops per month but there may be time to replace our old modem. We never experience any problems with the service, and staff are friendly as well. Keep it up, Amnet.  Show details

A refreshing change – Bit the bullet and finally ditched Optus (2Mbps ADSL download speed) after being told that there was congestion at my exchange and there was no plan to upgrade infrastructure. Settled on Amnet as my new ISP which first meant transferring my phone line to Telstra (a painful process and another reminder why the two big telcos suck when it comes… Read more

customer service). Amnet had limited ports at my exchange when I enquired so they did a work around process that ensured a port was reserved while my phone line was transferred. Their activation process took about a week. I now have download speeds around 14Mbs!!! What a revelation. And all with the helpful assistance of local staff, which makes a huge difference in my view. Thanks Amnet - don't let me down.

Great local customer support service and technical support – I have a complicated network setup in my building, and after having another company look at the system that they themselves installed, AMNET made an onsite callout and fixed the problem NO CHARGE. Brilliant thank you AMNET.

Pathetic provider – Poor poor Service. I have used this over a year with 3 devices. I will never ever buy this again.