nbn Provider with Decent Customer Service?

[Deactivated] on 11/08/2020 - 10:57
Last edited 13/08/2020 - 10:48

Hi all

We're currently with TPG and have an NBN hardware issue that needs to be solved through our ISP rather than NBN directly (gotta love that don't ya).

Problem is, I've been back and forth with TPG literally for four weeks with various customer service officers/case managers and none of them have kept any of their promises.

Gave them an ultimatum last week that if I didn't receive a call back the following day I'd be looking for a new ISP.

Does anyone have suggestions with half decent customer service? I'm sick of dealing with overseas-based folk on internet phone connections that I can barely hear let alone understand, and getting shuffled around 1000 different departments by each rep. I know that's kinda standard practice but I've dealt with a lot of customer service in my days and TPG have been the worst.

Edit:

Thanks all for the comments, I've gone with ABB. Customer service has been brilliant so far. Very happy to give the finger to TPG as I note some other people here were too.

Internet Broadband nbn

Comments

      • [Deactivated] on 13/08/2020 - 10:28

        Exactly right. Also they conveniently are unable to do anything to do with NBNco itself, found that out the hard way.

        Written out of their jurisdiction by the folks in charge… Could it be because they knew the implementation would be shit?

  • DoctorCalculon on 11/08/2020 - 19:30
    +3

    Superloop. Australian-based customer support team.

    • Pete10001 on 16/08/2020 - 08:49
      -1

      If you are happy with terrible customer service (long waits on the phone, dropouts etc) go for it

  • lainey13 on 11/08/2020 - 19:40
    +6

    Aussie BB are really good

  • Digitalco on 11/08/2020 - 22:06
    +4

    Aussie BB, had TPG before terrible customer support team no help at all keep pushing me to next people to talk where as for Aussie simple fix explain it to them they did it even the live chat was easy IP had problem told them on live chat and they simply fix the problem right there and then nothing else

  • AlqVeers on 12/08/2020 - 08:17
    +4

    Aussie BB. Check with your friends as there are referral codes available.

    I was with Telstra 4G as it was the only available until I moved into the suburbs. Thought I'd try Optus (stupid me) and continued to have a garbage experience with them. I figured that they can't be rubbish in a metropolitan area.. I was wrong.

  • Paredes2018 on 12/08/2020 - 08:17
    +2

    Launtel 100% any day

  • ragingriver58 on 12/08/2020 - 08:20
    -7

    All providers customer service are the same. Suggest contacting/complaining to "Telecommunication Industry Ombudsman" about your provider. It may take a while for them to answer/look into the matter, however its worth the wait. Our issues were always resolved thru this channel.

    • trankillity on 12/08/2020 - 08:41
      +2

      But… they're not all the same. Case in point, the dozens of vocal recommendations here for Aussie Broadband. If you want actual support, go with them.

  • bbinc on 12/08/2020 - 08:43
    -4

    Exetel. I put my elderly brother with them 3 yrs ago, I left hopeless Optus last year for NBN with Exetel, and now another relative who was with iiNet and could not get any useful help in fixing a 1mbps download for several months. Exetel did changeover and fault fix in 48hrs.
    Local service, if you have a fault you talk directly to a tech, no silly scripts. The few problems we have had have all been fixed from their end usually within half an hour. One fault of frequent dropouts had to be sent to NBN, but Exetel followed through with daily checking and monitoring until fixed.
    Not the cheapest, but we get to talk to real people who know what they are doing. I’m on HFC nbn 50 plan and get a consistent 46 down 18 up 24/7.

    • furys12 on 12/08/2020 - 09:17
      +1

      Eh this one is very much YMMV, exetel used to be great 3+ years ago but the past couple years they've gone way down hill, no local support, techs with scripts and no ability to go off script, getting support without having to systematically blame and rule out every little bit of gear on your end is like getting blood from a stone, getting help from them feels more like them seeing how long they can stall you whilst hoping whatever shittery is messing up your line passes.

      their deals are also well past competitive these days and they absolutely refuse to compete, if they ever force me off my grandfathered plan ill be out without a second thought

      • bbinc on 12/08/2020 - 11:41

        Yes, YMMV sure is true on most things. I did think about adding that as I have had such a dream run with them, have found the techs terrific. I'm on a grandfathered plan too, which I had to ask for, but got easily.

        • itsali86 on 14/08/2020 - 13:28

          I'm moving houses soon and wanted to take my grandfathered plan with me… no joy.

          Like furys12 said, they used to be competitive. Not anymore.

    • cloudy on 12/08/2020 - 22:14

      Local service, if you have a fault you talk directly to a tech, no silly scripts

      depends what you mean by local, local to the globe yes, but not to Australia. But they're useful enough i guess

  • jon0fAus on 12/08/2020 - 09:51
    +1

    Future Broadband is good. Perth based support who are always friendly and seem knowledgeable. High quality internet and not expensive if you don't need unlimited.
    I've been with them a year and the only issues have been NBN ones which they are prompt in escalating if needed.
    Business grade service, so maybe they get more priority.

    • movieman on 13/08/2020 - 08:23

      Future looks ok, but they charge you a $55 setup fee, plus you get charged for excess data.

  • MontyMacaw on 12/08/2020 - 10:37
    -1

    Good luck with that!

  • acoma on 12/08/2020 - 13:02
    -2

    Where are you located? Try someone local to your area. If on the Gold Coast, norther NSW (North of Grafton is all on one POI more or less), then give OntheNet a go.

    *Biased opinion

  • ibelynn on 12/08/2020 - 13:03
    +3

    Aussie Broadband !

  • ssdexecutor82 on 12/08/2020 - 23:16
    +1

    Aussie broadband or superloop

  • [Deactivated] on 13/08/2020 - 00:24

    Telstra air going strong here.

  • PleasureMe on 13/08/2020 - 00:42
    +2

    TPG are the absolute worst when it comes to customer service. You deal with a call centre in the Philippines and they are absolutely useless at troubleshooting. All they do is follow a script like robots and can’t think outside the box. If you try and talk about something not on their script, they don’t know what to say.

    You’re better off spending slightly more for an Aussie company with a local help desk based in Australia. As many others have said, I also recommend Aussie Broadband.

  • Wayne7497 on 13/08/2020 - 00:45
    -1

    Western Australia not nbn but node1 1 WISP 250/120 89 bux a month unlimited

  • cheapjack on 13/08/2020 - 06:43
    +3

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  • CocaKoala on 13/08/2020 - 06:57
    +2

    With launtel here and their customer service has been excellent when needed.

  • JungliChilli on 13/08/2020 - 07:45

    Belong!

  • DanishPleb on 13/08/2020 - 08:00
    +1

    ABB for sure.

    I had to call them a few weeks ago to get CG-NAT disabled as it was causing a few issues with a server I stood up. The guy I spoke to on the phone knew exactly what I was talking about and the whole call took about 5 minutes. I cannot recommend them highly enough.

    • PleasureMe on 13/08/2020 - 11:16

      Did you have to pay extra for it?

      • Twix on 13/08/2020 - 11:52

        No fee to get removed from carrier grade NAT.

      • DanishPleb on 13/08/2020 - 15:16
        +1

        No fee, I was just asked why I needed it, mentioning I ran a home server was enough for the guy I spoke to. He turned it off and advised me that it should take effect within 30 minutes, and he was right.

  • mrvaluepack on 13/08/2020 - 08:03
    -1

    Telstra - gold standard in customer service

  • movieman on 13/08/2020 - 08:24

    I'm currently looking at heading towards Tangerine.

    What are everyone's thoughts on their service?

    • Daabido on 13/08/2020 - 22:58

      Pretty good overall. I've been with Buzz (never got connected), some other one that I can't remember that used to be great before being taken over and went downhill, ABB, Superloop, and now Tangerine. ABB and Superloop were a bit faster, but Tangerine is fast enough for me. Picked up some credit for referrals and doing honest reviews on external sites, so I don't think I've paid a bill yet. Changeover happened when I asked it to and was an easy setup on my router (HFC, so it should be).

      • movieman on 14/08/2020 - 05:20

        Thanks for the feedback.

        How would I go about getting the $100 for 4 reviews? Is there a link somewhere?

        Thanks

  • DingoBilly on 13/08/2020 - 08:40
    +2

    Aussie Broadband but you are definitely paying a premium for it.

  • wheresmamoney on 13/08/2020 - 08:53
    +2

    Went from ShitPG to Aussie broadband. Definelty worth a bit extra you are paying. Pretty sure there a few coupons online to get first month free.

    • CocaKoala on 13/08/2020 - 13:46

      I used to be on a shiTPG ADSL2 years ago, and didn't mind moving to Telstra which actually cost 2x what the clowns at shiTPG were charging. Their service was, there's no way to put this nicely - shit.

      They also made me run around just to log a request to close their god damned service. I had to make 4 calls, and was put on hold for over 30 minutes each time, I kid you not. The line then just disconnects and I have to start over again. I had to fire off an absolutely nasty email, and included a threat about an ACCC complaint to get them to do their jobs.

      So happy to this day that I don't have to deal with shiTPG.

  • kloner on 13/08/2020 - 09:04

    Aussie BB. Been a customer in Melbourne since June 2019. Excellent customer experience and reliability.

  • huwcar on 13/08/2020 - 09:26
    +1

    Aussie BB. Churned to them simply because of bad service elsewhere

  • surg3on on 13/08/2020 - 09:28
    +2

    Aussie Broadband service is second to none. Better than the help I get from the IT department at work.

  • Mintee on 13/08/2020 - 09:46
    +3

    Im with ABB all the way :D

    I had a cousin who signed up to Telstra last month…. I said why… anyway, a month later still no NBN connection for them, apparently now Telstra dont pick up any calls… and multi SMS's later they canceled. They said finally 'hey who should I go with' I said just call ABB… A on signup, they realize an underground cable was cut, NBN was out in 2 days and they have a NBN service now….

    Thats not customer service, thats poorly trained staff and internal processes! It's not always the customers fault. Wake up Telstra

  • cashless on 13/08/2020 - 10:26
    +1

    Only ever been with ABB (started out Nov 18) on 24 month contract, so no experience elsewhere.
    Had to contact them 2 or 3 times. Always polite, helpful, knowledgeable, reliable and fix the problem for me.
    Sometimes the "on hold" experience can be a bit nauseating (for example when they thought it would be funny to quote Dad jokes), but generally "on hold" is short-lived with ABB.
    As someone above said, the "we'll call you back" option works well.
    Even their phone app works well and is the first place to look if there is a temporary outage.

    • Cousin IT on 13/08/2020 - 22:46

      On a contract with ABB?

      • Twix on 14/08/2020 - 10:46

        Aussie BB used to have a contract option to get a free modem.

  • Brianqpr on 13/08/2020 - 11:29

    I'm with Mate. Good pricing, decent speed and very responsive over email to the initial queries I had.

  • hunterhalo on 13/08/2020 - 12:24

    Mate or launtel? My contract with belong end next month, im looking for cheap but decent provider, ABB is just too expensive for me, 10$ is still money

    • fozzie on 13/08/2020 - 16:39
      +1

      I have mate 100/20 (but in reality is 100/40, we when I test I get about 30 upload) and I pay only $79. Very happy with them

      • hunterhalo on 13/08/2020 - 16:45

        Thanks, will sign up next month

      • serpserpserp on 13/08/2020 - 20:38

        Are you bundled with mobile for that price? Was wondering how the mobile performance is. They say they use "part of Telstra's 4G and 3G mobile network" but not sure if that means it is just as good as having a Telstra account!

        • fozzie on 14/08/2020 - 11:58

          Nope $79 no mobile. If i added a mobile 5gb all unlimited would cost only another $10. I suspect their performance would be similar to Aldi for the mobile. Maybe someone that has them for the mobile could confirm?

        • itsali86 on 14/08/2020 - 13:30

          are there Belong bundles? I couldn't find :(

  • KiwiTheGreat on 13/08/2020 - 12:50
    +2

    I have found Tangerine support to be good.

  • Misterpompom on 13/08/2020 - 13:54

    ABB without doubt the best ISP so far.
    Consistent speeds (always 95-100 prior to the recent changes) and never any of the service issues like all the other ISPs I had been with in the past.

  • adn on 13/08/2020 - 14:14

    Currently with ABB. Looking at superloop next.

  • drfuzzy on 13/08/2020 - 16:56

    Had a similiar hardware problem with Superloop. Very good customer service (?Adelaide based I think) and the conversation wasn't tied to a script. Resolved the problem promptly. Service representative was skeptical it was an NBN fault at first and wanted to walk me through some simple things but it was less tedious than it could have been. Recommend them.

    • Pete10001 on 16/08/2020 - 08:50

      Odd. Totally different to my experience. LOOOONG waits

  • Gracey on 13/08/2020 - 17:08
    +2

    If your main objective is customer service, go with ABB. Network performance is at the top too.

  • serpserpserp on 13/08/2020 - 20:21

    OP since you are in Melbourne you could try Activ8me. I signed up when they were giving away a free modem on a month to month contract and thought I'd churn elsewhere after a month but they have been surprisingly good. They even sorted me out with a replacement router within 24 hours of notifying them than mine had completely died (this was during the first lockdown which was a good turn around time to say the least). I also had issue when I first signed up with the connection constantly dropping which NBN fixed after about 3 visits. They just gave me a refund for the month cause it was such a hassle. I'm looking for somewhere cheaper now, but from a customer service perspective they are decent.

    • [Deactivated] on 13/08/2020 - 21:34

      Not sure where you got that i was in Melbourne hahaha. But thanks for sharing, hope this is useful for someone :)

  • Maxxjet on 13/08/2020 - 21:35
    +2

    As a TPG hater, I cannot wait to see business like TPG gets fignered … and better just go die …. lol

    • Daabido on 13/08/2020 - 23:00
      +2

      You'll be waiting a while I think.

    • iamhurtin on 15/08/2020 - 10:00

      I worked there.
      It's not happening

      Teoh would probably hold Australia hostage like Dr evil if things went south

  • tobi on 13/08/2020 - 22:17
    +3

    I work for the big T and get a staff discount, but I still keep my briadband connection with Aussie Broadband.

  • hotukdeals on 14/08/2020 - 15:46

    letsbemates great so far

  • ahly92 on 14/08/2020 - 16:32

    it really deapends on how you converse on the phone, I've been with optus for nearly 15 years now and haven't looked back. I find their customer service good in that they are international (easier to negititate good deals and discounts with), If you know how to negotiate you can get anything you ask. eg. I needed to move to nbn, they only offered 10$ credit pm. With a few more calls I was able to get fetch, speed pack 4 added for free and 30$ discount so paying all up 49$pm

    • [Deactivated] on 14/08/2020 - 16:48
      -1

      Get outta town.

      I'm excellent on the phone. TPG are useless and can only speak English based off a script, that's the problem.

      • gimme on 14/08/2020 - 23:03

        How are you excellent? Do you have a deep radio voice? On that note, there's not a single bad driver on Ozbargain lol

        • [Deactivated] on 14/08/2020 - 23:39

          Lots of experience with various customer service departments and working lots of retail helps one know what to say and how to say it to get where you need to go.

  • garage sale on 14/08/2020 - 22:53

    the modem and line are owned and fixed by NBN, so if you have an issue with NBN equipment, you are in the same boat with all ISPs, just go over their checklist, it’s part of a process, then they can book an NBN tech.

    I have an intermittent issue with my arris cable modem, it’s NBN kit, went over the steps, and the optus tech said will send out NBN tech and earliest is in 4 weeks (vic) ….it’s NBN tech not optus tech so would be the same regardless of ISP.

    in the meantime Optus has sent me a dongle with prepaid data to keep me going. can’t ask for much more as the arris modem is NBN not optus equipment.
    in regards to what hangs off the NBN modern, optus like to test to the sagem wireless router they supply, they have login to it, uses their dns which is hard coded, so had to remove my tplink and use sagem while they tested …….

    just let them tick the checklist , it’s part of a process.

  • D3HUN on 14/08/2020 - 23:57
    +1

    Launtel - they are providing GREAT customer service. Best I've seen, and no contract, you pay daily, and even pause if you don't use it.

  • iamhurtin on 15/08/2020 - 09:53
    -2

    Haha how weird am I

    One phone call to Aussie support and I quit them instantly

    One month waiting for connection with belong and I got along really well with their support team.

  • SickMyDuck on 15/08/2020 - 12:32

    Im with Flip and there CS is not bad. Sale rep helps with the switching faster when I was cut out during the switch. Tech support is a bit lack though, call tech support and all you get was tech support receptionist that put you on Q for call back. But for $44.50/m with 10/1 (enough for 2ppl), can't complain much.

  • bah humbug on 15/08/2020 - 15:20
    -1

    Am with Superloop. Rang them twice since March roughly (til September freebie). Minimal wait times 2 to 5 minutes. Friendly and helpful staff. No problems with the service, speeds etc. Will probably stay with them because of all this, even though this is against the OzBargain ways…

    • Pete10001 on 16/08/2020 - 08:51

      Rang them several times. Often on the phone for 30 minutes plus

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