10,107 reviews
AI reviews summary
Aussie Broadband receives high praise for its Australian-based customer support and the reliability of its high-speed fibre connections. While many users report a seamless transition and superior performance compared to major competitors, a growing segment of long-term customers has flagged rising prices and increasing wait times for technical support.
Pros
- Onshore Customer Support: The Australian-based call centre is frequently cited as the company's greatest asset, with staff described as knowledgeable, patient, and easy to understand.
- Seamless Onboarding: Users commonly report a smooth sign-up and installation process, particularly for NBN Fibre (FTTP) upgrades, which often occur faster than estimated.
- High Performance and Reliability: For those on fibre connections, speeds consistently meet or exceed advertised rates with minimal dropouts or latency issues.
- User-Friendly Tools: The "MyAussie" app and internal network diagnostic tools are praised for allowing users to troubleshoot and manage their accounts without needing to call support.
Cons
- Rising Costs: Multiple long-term users have expressed dissatisfaction with frequent price increases and a lack of loyalty discounts compared to newer market entrants.
- Increased Support Wait Times: Recent feedback highlights a decline in accessibility, with several users reporting phone queues exceeding 40 minutes and unresponsive live chat services.
- Billing and Payment Rigidity: Significant complaints followed the removal of Afterpay and a perceived lack of flexibility regarding direct debit dates, leading to late fees for those on fortnightly pay cycles.
- Legacy Infrastructure Limitations: Users in areas restricted to copper-based NBN (FTTN/ADSL) report poor speeds and frequent dropouts, often feeling the service is overpriced for the quality delivered by the underlying infrastructure.
Verdict
Aussie Broadband remains a top choice for consumers who prioritise local, high-quality technical support and reliable high-speed internet. However, budget-conscious users or those in areas with poor NBN infrastructure may find the premium pricing and recent administrative changes to be a significant drawback.
Incredibly quick and easy to get setup with Aussie - granted I had BYO router and FTTC already existing at the location so just plug and play to an extent, but nevertheless the whole process getting an account up and running was completely hassle free. Speeds as advertised and short term promo prices greatly appreciated. Really no complaints at… Read more
all in terms of getting connected, haven’t had a cause to speak to their help teams so can’t comment there.
It just works. Never had a drop out or slow down. Handful of devices can stream and play games at the same time. Downloading anything big goes straight to full gas. I shifted to another mob who had a cheaper deal for a bit; instant regret, came crawling back after a couple of months. It basically comes down to there’s absolutely nothing I can complain about or fault, and that is rare these days! Show details
Everything ABB said would happen did happen. It was an exceptionally easy changeover from my old copper connection to the new fibre NBN one. The NBN technicians had some challenges to bring fibre into the home but they persisted well into overtime to get it done. Show details · 1
Reviews with attachments
Seamless transition from my old provider with an unstable connection to super fast AussieBB. Customer service excellent too! Two thumbs up from me! Show details · 1
a couple of months into changing over to Aussie broadband we are very happy with our decision. Changeover process was very easy for us (couple in late 50’s) and connection is great. I ran the speed test.net and have posted a picture below - I don’t even know what it means. Show details · 1
The technician was on time, Polite, quick, yet methodical. He cleaned up after himself, He listned well and understood tall he customers needs - I encountered No problems. I did read all the required information beforehand, so i kind of knew what was going to happen on the install date. Show details · 1
After being with starlink for years due to crappy NBN connections, I was advised to go fibre. I have heard amazing things about aussie broadband from friends, and their changeover was free so I signed up. NBN technicial took 5 hours to install and didnt have to dig anything up at all, still no charge I was gobsmacked it was that easy. Straight… Read more
away did a speed test and and I'm pulling 1000 no problem even in peak times. AB is so easy to deal with and upfront, the account online is super easy to use. all this and it's still cheaper than my starlink!!!
Free Fibre upgrade was a breeze with AB. NBN techs arrived as scheduled. Did a very good and clean install inside my Rack! The new NTD is nice and small now. Would note I did hire a private cabler to create the internal fibre pathway in my ceiling to have the NTD where I wanted. AB are offering a free upgrade which does not include complex installs as NBN techs won't go inside your ceiling for safety reasons. Show details · 1
Very fast and efficient process. No hitches. Excellent communication. Not the cheapest in the market but has a good reputation & Australian Call Centres with fast & friendly service. Only connected yesterday. Download speed between 50 and 51 but upload speed well off the mark at between 4 and 5 when it should be 20 but my uploads were negligible in the 24hrs so we need more time to assess. Overall could not ask for more. Well done Aussie Show details · 1
Team members Dylan was pleasant, very knowledgeable and patient and explained everything. Help line pleasant and very helpful 2nd call assistance with connecting the modem very pleasant and helpful Show details · 1
I recently upgraded to Aussie Broadband’s 500/50 Fast Fibre NBN plan and the entire experience was outstanding from start to finish. From my initial phone enquiry, the customer service team were knowledgeable, patient and clear in explaining my options, with no pressure or upselling. The upgrade process itself was seamless, with clear… Read more · 1
communication at every step and realistic timeframes that were actually met. Installation and activation were completely pain free, with everything working exactly as promised from the moment the service went live. It was refreshing to deal with a company that values professionalism, transparency and customer experience. The speed and reliability of the connection have been excellent, and the process to get there could not have been easier. I would confidently recommend Aussie Broadband to anyone considering an NBN upgrade.
Yesterday I received my Eero 7 pro modems. Attempted todo self set-up,ran into problems. I rang Aussie Broadband and I can’t paise the technician Tyson who assisted me complete the set up very quickly. Now with the new modems we are receiving very improved download speeds on our FTTP NBN connection. Thanks again for great service over the past 15 years. Show details · 1
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Aussie Broadband service was excellent. Had communicated with them twice before taking the plunge to join them. The consultants were not hard selling and it was just comfortable dealing with Aussie Broadband. Was informed about the Black Friday sales and to wait for them. Decided to join the 100/20 speed as it was cheaper than the 50/20 speed, at… Read more · 1
least for 6 months anyway. The 50/20 speed is more expensive than with other ISPs but you pay for the excellent service and it’s well worth it. We received the modem yesterday. It took all of 5 minutes to set it up. We are getting a faster speed than with our previous ISP, possibly due to the TP-Link modem that was supplied 2 years ago. The Aussie Broadband modem is a Netcomm one. It was just plug and play and scan the QR code to get the wifi going. We have hard wired the main computers to the modem router and we are getting a speed of 47mbps. Our maximum line speed is 50. Upload speed is still limited to under 8mbps. We might have to change to a Cat 6a cable rather than the Cat 5 cables that we had. Two Cat 5e cables were supplied in the box as well as the cable for the DSL line. The wifi speed is a little less at about 36-42mbps but much better than the 25-35mbps speed that we were getting with the previous ISP. The Aussie Broadband app is simple to use and a mine full of information. I would recommend Aussie Broadband to anyone who would like a first class service.
After some hiccups which was not the fault of Aussie, our fast HFC connection is up and running. Connection is solid and have recorded speeds up 547Mbps. It's good to talk to a support person with an Aussie accent! Show details · 1
Amazing customer service and seamless transition from our old provider. Show reply
Absolutely ridiculously easy to sort out. Came and hooked me up with fttp within 2 days of initial query. Super professional and no hastles at all was connected immediately and have solid 500+ downloads. Using 3rd party website. Couldn't recommend these guys enough. Show details · 1
Consistently fast especially during the peak period of use 7pm - 11pm Show details · 1
Very prompt helpful staff, patient with client, issues and installation of modems completed promptly Show details · 1
Latest follow-ups
Generally Aussiebb has been easy to deal with but recently it seems the wait time to make contact with a tech question or to do with a potential scam seems to have increased. Today I received what I think is a scam pretending to be from Aussiebb and to do with a missed auto payment. After waiting 22 minutes to reach a support person I gave up.
Follow-up · To add clarification to my earlier report : No payment failed. This was a scam message asking me to update my banking details. However, a quick check with my Billing records with ABB showed my account was up to date. In my earlier experience with Aussie Broadband I had no problem speaking with a support person within a few minutes. On the… Read more
Finally the network speed and reliability we have dreamed of. Just works as you want it to. Verey happy. Show details · 2
Follow-up · We have had zero problems so can't comment on service as we haven't required it. No dropouts or slow periods and still very happy.
Great service. GOODBYE Telstra – Annoying that prices rise $5 a few week after churning. Show details · 1
Follow-up · Very good, very expensive. Is it worth Telstra price's.
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Positive reviews
After being frustrated with Optus, we switched to Aussie Broadband a few years ago. They are always helpful whenever we needed to contact them about anything and it was nice that they cancelled our optus for us automatically! There have not been any major problems with the wifi (except for NBN outages ofc) but when there have been small problems… Read more · 1
they have been very helpful. Prices keep going up but the prices keep going up with the other NBN service providers too. The speeds are always good and the service is reliable.
5 stars but minus 1 star because they did not let us know or attempt to automatically upgrade when we could have upgraded our mobile plan for free and the mobile service is based on Optus, which is a terrible network. I do not recommend bundling a mobile plan, especially after the recent price increase.
Since my last review, still no problems with the internet connection, very reliable, steady streaming in the evening, no cut-offs with the 5 g wireless internet. Recommended for everybody to try it out. Show details · 1
I tried another supplier but canceled within an hour. I immediately resigned with Aussie Broadband. Sheena, support officer, was absolutely fantastic, so patient and skillfully walked me through process. I really appreciated Sheena’s assistance. Show details · 1
Negative reviews
Have been a customer for many years but in the past week and a bit have spent nearly two and a half hours waiting for tech support, the latest being one hour and five minutes. Generally the plan has delivered but unlike the past where you receive a call back, one is now subjected to mindless suggestions and nondescript music for hours, constantly… Read more
repeated. In this day and age, this service is unacceptable. Hopefully there are other ISP's with more attention to detail.
Hi Basil, Thank you for your feedback and for… Read more (+2 replies)
Have been a customer with Aussie Broadband for about 5 years. Loyalty means little to AB. Trying to actually talk to someone at AB has become difficult. On hold for 38 minutes the other day, with no option for callback or no idea when the call would be answered. Gave up. Tried again the next day. 28 minutes on hold! Finally a CSO takes my call. … Read more
I noticed that an AB rep responded to another customer to 'apologise' and suggest using online support. What a cop out response. I did try online chat support. This was even worse. 25th in the queue, and no end in sight...
They keep pushing up the prices, but the service is degrading. And they are sneaky when sending you emails about 'Changes to my service.' But when you look at the very fine print, you see they are actually just pushing up prices again.
And AB have removed the option for Google reviews? Is this because they're unfavourable?
Am moving soon. Won't be taking AB with me.
Hi there, we’re really sorry to hear about your… Read more
After waiting on the phone for 36 minutes to talk to an operator , I hung up. I wanted to report a peculiar email I received today because it could be spam. I’m a new customer who, if this is the nature of your service, is not at all impressed. I would still like to speak to someone about whether the email I received is spam. Perhaps someone might have the courtesy to call me back. Sandra G Z
Hi Sandra, we’re very sorry to hear about your… Read more
Recent reviews
I had an ongoing issue with my last supplier Dodo who made me feel like I was a hassle and making things up when my I termed would drop out for up to 12 hours a day. Aussie identified the problem in my initial call before I even signed up. And within seconds of signing up they had lodged a service call to fix the problem however it never needed fixing it was clearly Dodos fault as it has never happened since. Show reply
Previously loved Aussie Broadband, that is until I moved and was informed after signing up that the 100 mbs FTTN service wasn't available and I was advised to reduce my plan to the 50 mbs the area can support to save money, I followed their advice and contacted Aussie to reduce my plan down to the supported 50/20 mbs. Then I got the email from… Read more
Aussie. Aussie price their 50 & 100 mbs plans at the same rate, there is no benefit to reducing the plan, I get charged the same rate and receive less than half the speed I got when living two streets away
If you are on the 50 mbs you are paying the same and receiving half the service, Aussie are intentionally ripping off customers.
When I queried Aussie they told me, no other service provider would be able to offer higher speeds in my area (Starlink can)
I thought Aussie was a good ethical company. Now I know they are just another grubby ISP with no integrity who rip off customers at every opportunity
Hi there, we're really sorry to hear about your… Read more (+1 reply)
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Hey KBL, thanks for letting us know about your… Read more