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Tangerine Telecom
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Tangerine Telecom
Complaints

The best way to resolve complaints with
Tangerine Telecom

Tangerine Telecom was founded by the Branson brothers in 2013. In 2018, the ACMA advised Tangerine Telecom they were failing to meet the minimum standards for consumer complaint handling. Tangerine Telecom revised its complaints handling policy in light of the ACMA's investigation.

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Tangerine Telecom

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Tangerine Telecom

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Tangerine Telecom

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COMPLAINTS SENT THROUGH AJUST

Live Campaign
Telco

Terrible service and support

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Peter
Terrible service and support

Peter

July 17, 2024

No service for 2 weeks, no internet, lost time and money

Outcome Sought

Apology

Compensation

Other

Telco

Delayed delivery, no connection

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Richard
Delayed delivery, no connection

Richard

July 5, 2024

Still waiting for connection

Outcome Sought

Apology

Compensation

Other

Telco

No internet connection

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Kok Ann
No internet connection

Kok Ann

June 29, 2024

No internet for several days

Outcome Sought

Apology

Compensation

Other

Telco

Invoice for april payment

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Pathma
Invoice for april payment

Pathma

May 6, 2024

Received invoice after termination

Outcome Sought

Apology

Compensation

Other

Telco

I set the tangerine connection but I didn’t use due to late connection I need my refund

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Muhammad
I set the tangerine connection but I didn’t use due to late connection I need my refund

Muhammad

March 15, 2024

I don’t want to pay for something that I am not using

Outcome Sought

Apology

Compensation

Other

Telco

Refund not received

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
John
Refund not received

John

February 20, 2024

Billed for extra month, threatened with bill collectors, cut off from nbn

Outcome Sought

Apology

Compensation

Other

Telco

No internet connection until fibre upgrade

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Robert
No internet connection until fibre upgrade

Robert

February 15, 2024

Customer has no internet connection

Outcome Sought

Apology

Compensation

Other

Telco

Slow speeds and unstable / unreliable connection

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Matthew
Slow speeds and unstable / unreliable connection

Matthew

November 9, 2023

Regular outages, slower speeds

Outcome Sought

Apology

Compensation

Other

Telco

No wifi for 2 weeks

NA
I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Amber
No wifi for 2 weeks

Amber

November 8, 2023

Affects home schooling and business

Outcome Sought

Apology

Compensation

Other

Telco

Optical Fibre drop outs

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Neil
Optical Fibre drop outs

Neil

November 3, 2023

Outcome Sought

Apology

Compensation

Other

Consumers who are asking

Tangerine Telecom

To Listen

Live Campaign
Do you manage complaints for
Tangerine Telecom
?
Telco

Terrible service and support

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Peter

Peter

July 17, 2024

Customer seeking compensation for lost time, internet, and money on new modem from tangerine telecom. dissatisfied with service and support.
As a long time we have been treated with terrible service and support. We have had no service for 2 weeks countless hours on the phone with no customer service , no tech support and nbn came out and did nothing. They said we need a new modem l didnt want to buy one ...but did it arrived 4 days later set it up today STILL NO INTERNET..TANGERINE IS A LEMMON. I Need Answers compensating for lost lost time , lost internet , lost on money on a new modem....Very unhappy l will be reporting to fair trading ombudsman and social medium The Call centre complaint mgr Rico was very indifferent to us as a customer very sad it seems your company has gone down hill. Peter Jacob's 2 stonequarry place picton NSW 2671 0499342736 PLEASE FOLLOW UP we are getting nothing from the call centre people at ALL !!
Telco

Delayed delivery, no connection

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Richard

Richard

July 5, 2024

Delayed modem delivery, no connection for almost a month, seeking apology and compensation for lost income due to incompetence.
Modem delivery took over 3 weeks. Modem finally arrived and says "Plug and Play", No connection, phoned through AGAIN to the (un)helful desk to hear it'll be ready within 24 hours. It never is. I'm still waiting for a connection almost a month after ordering from these jokers. The firm should be shut down due to the amount of complaints they continue to receive and do nothing about. I asked if compensation would be given for not having internet for nearly a month. The answer was a categoric "NO". I work from home, the internet provides a living for me and my family and I have lost a great deal of money through their dreadful incompetence.
Telco

No internet connection

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Kok Ann

Kok Ann

June 29, 2024

Customer seeking refund from tangerine telecom due to prolonged lack of internet service despite multiple attempts to resolve the issue.
Hi,These is my second complaint due to noresponse(8261c5d0359aa37f4b931b69c0870a20) my internet is working fine from previous provider dodo until i have shifted my internet to tangerine from 24 Jun 2024 till today 29Jun 2024 still no internet provided to me ,in between only on 26 Jun afternoon the internet working till night time ,when next morning I wake up it suddenly no internet again ,I have been instructed from technician unplug and plug ,reset nbn and modem third time still no working ,it was provider fault no internet provided to me,I have received email confirmed my internet is been cancelled tangerine refused to refund me due to his error this long period of time no internet,it is right time cancel with this irresponsible service,I hope tangerine will seriously respect tio to handle this problem with me ASAP. Regards, Kok ann lim
Telco

Invoice for april payment

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Pathma

Pathma

May 6, 2024

Customer terminated account but received invoice for april after selling house. requesting contact via email as australian mobile number inactive.
Dear Sir/Madam, my account no is 244987. I had terminated this account at the end of March 2024 as I had already sold my house, 42 Karina Drive Narara NSW 2250, on 28 March 2024. However, I received an invoice for payment for April. Also I am away in Singapore at the moment and my above Australian mobile no is inactive at the moment. Please contact me via email. Thank you. Kind regards Pathma
Telco

I set the tangerine connection but I didn’t use due to late connection I need my refund

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Muhammad

Muhammad

March 15, 2024

Customer requesting a refund for an issue.
Hey there, I want get my refund please
Telco

Refund not received

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
John

John

February 20, 2024

Customer seeks refund and apology from tangerine telecom after being billed for service never connected, facing bill collectors, and being cut off from nbn.
I signed up to your service after a phone call from one of your brokers. We paid first month in advance but 2 days later the same broker rang and told us we couldn’t be connected to tangerine,so we asked for a refund which we didn’t get and now we have been billed for a further month threatened with bill collectors and you broker confirmed we were never connected to your service now we’ve been cut of from nbn after my wife made rang your complaints department.
Telco

No internet connection until fibre upgrade

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Robert

Robert

February 15, 2024

Customer wants either an earlier fibre upgrade or temporary internet service until the upgrade is completed.
I'm moving house on the 16th Feb and needed a NBN provider. When speaking to Tangerine NBN they stated that a Fibre to Fibre upgrade would be done within 2 weeks. I joined up and then was told the upgrade would take 6 weeks (3/4/24). I wasnt happy but then asked to be provided with a basic modem (purchase) to use until that date when I would purchase a high speed compatible modem at my cost again. I was then told that due to the upgrade order I will not have any internet connection until the fibre upgrade! This was not explained to me. My complaint is that the company cannot provde me with any internet connection until the fibre upgrade. Account No. 480452 NBN - COAT Upgrade In Progress MTO-G5J5J-586757
Telco

Slow speeds and unstable / unreliable connection

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Matthew

Matthew

November 9, 2023

Customer complains about slow speeds on one of their fttn lines and lack of resolution and accountability from tangerine telecom and nbn.
I have two FTTN connections to my property at 30b Dilkara circuit, bangor. These lines are connected over both the primary and secondary copper lines to my house. A connection I am told is not something NBN could normally do. The connection addresses in Tangerines system appear as number 30B, and Number 0.   I had the lines in my house upgraded to 2 x dedicated cat5 lines from the connection terminal at the house directly to a patch bay and into the modems for both FTTN connections. BOTH of these connections came online with no issues.   After about 12months, the speeds slowed significantly. I put in a request with Tangerine, and eventually NBN came onsite to test. The technician informed me the telecommunications pits in my area were a mess. The pits fill up with water and the terminals get slimy and the connection deteriorates. The technician spent hours cleaning the connections in the pits and BOTH my FTTN connections were restored. Speeds were significantly higher than before.   Roughly 12 months later, the speeds have slowed again, however, only on one of the two FTTN lines to the house.   I monitored over a few months, until the speeds were so slow it was of no value. I started the below process..   10/10/2023 After a long wait on the phone without answer, I submitted the following support case as a result of gradual reduction in speed to ONE of my two FTTN lines.   I called asking for an explanation, a new case was created requesting I add results from speed test 3 times a day. 12/10/2023 I received these SMS messages   The case was again closed with no further communication.   16/10/2023 I reopened a new case referring to the previous case number. 17/10/2023 I spoke to tangerine on the 17th and was told there was a bridge tap fault on the line and I needed to pay to get an independent contractor to check the wiring in my house, at my cost, and share with them the report. NBN despite not being onsite, had tested the line and were certain it was within my property.   18/10/2023 I receive this sms update – not sure if its from tangerine or NBN:   With no further communication or explanation I called Tangerine. Tangerine informed me (after a very long call) that the line in my area was only capable of 20Mbps down and 5 Mbps up. There is now no sign of a “bridge tap fault”. I explained my primary FTTN line was giving me 48down and 12up. Again, this seemed to confuse them as they are confused as to how I have 2 x FTTN lines to my house. So no I thin k I’m paying for a 50 down/20 up plan in an area which is only capable of 20down/5up. They refer me to sales to discuss a resolution for billing. However, billing will only refund me if there is some kind of fault or error at their end – which technical support say is not the case.   To add insult to injury, I also receive this web link: https://mrtelco.com/blog/telstra-technician-won-t-fix-internal-cabling-why   I continue to have slow speeds on one of the two FTTN lines.   19/10/2023 I raise another case seeking explanation from a level 2 technician.    25/10/2023 I called tangerine support and asked they please explain. This technician says there is a bridge tap issue now.   At this point I request he cancel the service. I ask to please confirm it’s the slow/faulty line that is closed NOT the faster working line. He tries to escalate the fault to get it resolved. I later get a call from someone who puts us right back to square one trying to troubleshoot the wifi on my modem etc.. I push on with the cancellation. The cancellation team advise they cannot prorate a refund so its best to action the cancellation at the end of the month.   31/10/2023 The wrong Internet connection is cancelled. I’m assuming tangerine cancel the line labelled as connected to 30B dilkara, rather than 0 Dilkara circuit.   2/11/2023 I raise the following ticket: I follow up on the phone and explain I believe the wrong connection was disconnected. They confirm the line that is connected is showing a “bridge tap fault”. This suggests they did in fact cancel the working FTTN connection.   I later receive these SMS updates:   It seems an NBN technician has resolved the issue. Is this the “Bridge Tap” they were insisting was within my house and was my responsibility leading me to cancel the service?   9/11/2023   I’m experiencing regular outages and slower speeds than are possible.   “Jon Edward Canata” has not been in contact. I call Tangerine. After two phone calls totalling almost an hour, I’m told the line to my house is only good for 20 – 38mbps down (convenient given I’m now getting 38mbps. It seems to have increased in speed since 18/10)   The service technician on the phone, also named John, escalated my request. Despite doing further testing is unable to confirm any “bridge tap” faults. John is able to confirm the dropouts. John Seems unable/unwilling to switch me to the other service (original FTTN Line) which was faster and fault free from the very beginning.   I’m told I will get a call back from a technician later today.   In summary, Tangerine seemed to blame NBN, then NBN blamed me. Noone would take action nor accept responsibility. Now, an ‘NBN field technician’ has tested and resolved the issue. It’s unclear what, if anything that has changed. Communication from both parties throughout has been terrible. Without anyone admitting fault, I cannot claim any kind of refund from the ISP for the months I was paying for the service which they were unable to provide, or speeds the system wasn’t able to provide, depending on what story you get from Tangerine.   I still believe the issue lays with wiring in the network on the secondary line to my property. IF they go back to the physical primary line I feel the connection would be better. The connection which in their system is connection to property number 0, dilkara circuit. Perhaps the wires are crossed somewhere, or they’re just so confused that they appear to feed two different addresses.   I just need someone consistent at tangerine to work with me to provide an explanation and resolution. Everytime they call it’s a different operator with a different explanation and a different ‘line’.   At this stage I’m considering moving to Starlink. Although the customer service may improve, I believe the fault is in the wiring so moving to another ISP may not resolve the issue. 5G is not available in my area, NBN have confirmed there are no future upgrades scheduled for my area, NBN have quoted $16,600 to install fibre to the premises as part of the NBN choice program. I’m out of options. The service from both the ISP and NBN have been disgusting. No responsibility, accountability or any sort of customer service.
Telco

No wifi for 2 weeks

NA
I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Amber

Amber

November 8, 2023

Complaint about no wifi for 2 weeks affecting home schooling and business.
Neighbours all have wifi but I haven't for 2 weeks and ongoing 10 more days updating daily. I need this for home schooling and buisness
Telco

Optical Fibre drop outs

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Neil

Neil

November 3, 2023

Regular Optical Fibre drop outs (optical light red during drop out) and Tangerine is unable to force NBN to find and fix the root cause

COMPLAINTS RESOLVED THROUGH AJUST

Live Campaign
Telco

Invoice for april payment

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Pathma
Invoice for april payment

Pathma

May 6, 2024

lightning bold icon

Resolved < 48 hrs

Check icon

Resolved < 1week

Resolved

Telco

No internet connection until fibre upgrade

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Robert
No internet connection until fibre upgrade

Robert

February 15, 2024

lightning bold icon

Resolved < 48 hrs

Check icon

Resolved < 1week

Resolved

Telco

Slow speeds and unstable / unreliable connection

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Matthew
Slow speeds and unstable / unreliable connection

Matthew

November 9, 2023

lightning bold icon

Resolved < 48 hrs

Check icon

Resolved < 1week

Resolved

Telco

No wifi for 2 weeks

NA
I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Amber
No wifi for 2 weeks

Amber

November 8, 2023

lightning bold icon

Resolved < 48 hrs

Check icon

Resolved < 1week

Resolved

Telco

Optical Fibre drop outs

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Neil
Optical Fibre drop outs

Neil

November 3, 2023

lightning bold icon

Resolved < 48 hrs

Check icon

Resolved < 1week

Resolved

Telco

issue with technician arrival time

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Craig
issue with technician arrival time

Craig

September 12, 2023

lightning bold icon

Resolved < 48 hrs

Check icon

Resolved < 1week

Resolved

Telco

issue with internet connection since 3 months

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Krupal
issue with internet connection since 3 months

Krupal

September 2, 2023

lightning bold icon

Resolved < 48 hrs

Check icon

Resolved < 1week

Resolved

Telco

No Service / Outage

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Gabriele
No Service / Outage

Gabriele

June 6, 2023

lightning bold icon

Resolved < 48 hrs

Check icon

Resolved < 1week

Resolved

Telco

Fees / Payments

Technical people are not accommodating when i complain my speed issues. They never resolved it.
I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Dante
Fees / Payments

Dante

December 20, 2022

lightning bold icon

Resolved < 48 hrs

Check icon

Resolved < 1week

Resolved

how to raise a complaint with

Tangerine Telecom

The best way to resolve an issue with 

Tangerine Telecom

Quick Solutions
Prepared by
Tangerine Telecom
WE SUGGEST

Despite telcos operating on modern infrastructure, things do occasionally go wrong. Whether you can’t call your partner due to an outage, or you get overcharged on a bill, Ajust is here to make it easy to send your complaint so that you can get a resolution.

We tell you how to make a complaint about your mobile or internet service, whether you're with the big 3 (Telstra, Optus and TPG) or one of the many other smaller players. We also fill you in about the main issues facing telco consumers, like slow internet speeds and dropouts, damage to NBN equipment, faulty installation, poor customer service and delays.

How to complain to

Tangerine Telecom

Before making a complaint to the Telecommunications Industry Ombudsman, you must first try to resolve your complaint with your telco. Ajust’s platform guides you through a quick and easy process to ensure that all of the right information is sent to the business to ensure that you get a resolution. Here are some things you can consider before getting started.

01
Describe the issue and how it affected you
Explain what went wrong such as slow internet speeds or an unfair price increase and how the issue has affected you so that your telco understands the impact.
02
Consider how you’d like your telco to resolve your complaint
Help your telco by sharing what they can do to make it up to you, for example a replacement modem or a credit on your next bill.
03
Gather any materials that support your complaint
Make sure you have any files handy that will help your telco understand your complaint, such as a bill or a screenshot of a speed test.
04
Fair and Free
Use Ajust to raise a complaint directly with
Tangerine Telecom
Get started. Raise a complaint in 2 minutes. Fast and free
04
Fair and Free
Join our campaign to get
Tangerine Telecom
to listen
Help us by adding your complaint to our campaign. The more people we have, the harder it is for them to ignore us!
How to contact
Tangerine Telecom
Phone
1800 211 112
Details missing. Help fill in the gaps.
Post
Level 6, 132-136 Albert Road, South Melbourne, VIC, 3205
Details missing. Help fill in the gaps.
Online
https://www.tangerinetelecom.com.au/make-a-complaint
Details missing. Help fill in the gaps.
In person
Level 6, 132-136 Albert Road, South Melbourne, VIC, 3205
Details missing. Help fill in the gaps.
Complaint Policy
https://www.tangerinetelecom.com.au/policies
Details missing. Help fill in the gaps.

Common issues related to

Tangerine Telecom

get heard, get a resolution

Resolving issues with Ajust

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You’ve experienced an issue with a business and you want a resolution. Ajust asks the right questions about what happened, so your story gets heard. It only takes a few minutes.

Ajust uses your story to automatically create a complaint. We send your complaint with the right details, to the right place – so you get the right outcome.

Submit your complaint

Ajust uses your story to automatically create a complaint. We send your complaint with the right details, to the right place – so you get the right outcome.

The business responds to your complaint to offer a resolution. If you’re not happy, Ajust helps you escalate your complaint to the ombudsman or switch to a new provider.

Get your resolution

The business responds to your complaint to offer a resolution. If you’re not happy, Ajust helps you explore other options for an outcome.

FAQs

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Who can use Ajust?

Ajust can be used by any Australian consumer to resolve complaints with any Australian businesses.

How much does it cost?

Nothing! It's free for consumers to use Ajust. Consumers can upgrade to a paid version of our platform if they need to take more action or want to get faster results.

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Ajust is an independent business that operates separately from the businesses listed on our website. Our priority is helping consumers resolve their complaints, because we believe that is good for consumers and good for businesses. Ajust is also separate from government, ombudsmen and regulators.

Is it better to complain through Ajust?

Much better! Ajust makes the process easy for you by collecting the right information, sending your complaint to the right place, following up with the business and much more. And it's free for consumers to get started.

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