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Aussie Broadband customer support overview
Aussie Broadband is widely recognised as one of Australia’s best internet providers, and a big reason is their customer service. With award-winning support, a 97.5% customer satisfaction rating, and all-Aussie support teams, it’s clear why customers rate them so highly.
Support is available 7 days a week via phone, live chat, and the MyAussie app, with extended hours until midnight AEST. Whether it’s fixing an outage, changing a plan, or sorting billing, Aussie’s team is known for being friendly, fast, and knowledgeable. And with a 4.6/5 rating for customer service on ProductReview, it’s not just talk. Aussie’s approach? No runarounds, no call centres offshore, just honest help from locals who know their tech.
Common Aussie Broadband customer issues and complaints
Most Aussie Broadband customers have smooth sailing, but like any ISP, a few issues pop up. Here’s what customers say:
- Outages or Slow Speeds: Usually NBN-related, but Aussie communicates well and offers outage tracking tools. Extended issues may qualify for compensation.
- Installation Delays: Can happen during relocations or in new developments, especially when NBN appointments are delayed. Aussie provides updates and, in some cases, 4G backup to bridge the gap.
- Billing Surprises: Rare, but can occur with mid-cycle plan changes or expired promos. Issues are usually fixed quickly with a call.
- Support Wait Times: During peak times or major outages, support queues can lengthen. But tools like the MyAussie app help bypass the wait.
- Cancellation via Phone Only: Some users expect to cancel online, but Aussie requires a quick verification call (to prevent accidental or fraudulent cancellations).
Despite these issues, Aussie has an overwhelmingly positive review footprint, and their transparency helps keep trust high.
How to contact Aussie Broadband customer support
Getting help from Aussie Broadband is refreshingly simple. Here’s how:
- 📞 Phone: Call 1300 880 905 (8am–midnight, 7 days). Fast response, Aussie-based reps, and different options for tech support or billing. Business customers can use 1300 480 905.
- 💬 Live Chat: Available on the website and in the MyAussie app, live chat connects you to the same Aussie support team. Ideal for quick questions or when you can’t call.
- 📱 MyAussie App: Use it to lodge faults, run diagnostics, reset your service, or check outage status, anytime, 24/7.
- 📞 Request a Callback: Fill in your details online, and a rep will call you back, usually within an hour or two.
- 📧 Email/Form: Use the online contact form on Aussie’s site, or email hello@aussiebroadband.com.au. For complaints: complaints@aussiebroadband.com.au.
- 📱 Social Media: DM them on Facebook or Twitter for quick responses - especially if something urgent needs a nudge.
Tip: The MyAussie app is a power tool. Use it first to avoid hold music, check status updates, or lodge a request.
Aussie Broadband key customer policies: refunds, returns, cancellations and more
Aussie Broadband is transparent and fair with its policies. Here’s what you need to know:
- Refunds & Compensation: Aussie offers bill credits for unplanned outages over 2 days. Refunds are also issued for overcharges or failed activations.
- Returns & Warranty: Hardware comes with a manufacturer warranty (usually 12–24 months). Faulty modems/SIMs are replaced quickly.
- Cancellations: No lock-in contracts for most plans. You’ll need to call to cancel, but they pro-rata your final bill so you only pay for what you used.
- Shipping: Fast and reliable. Modems and SIMs usually ship within 1–2 business days. You can also pick up hardware from their Morwell HQ if you’re local.
- Complaints Handling: Aussie has a formal complaints process and responds within 2 business days. You can escalate to the TIO if needed.
- Financial Hardship: Aussie offers support if you’re struggling. They’ll work with you to set up a payment plan or temporarily pause your service.
Bottom line: Aussie treats people like people. Their policies are built to be fair, clear, and stress-free.
Aussie Broadband complaints submitted through Ajust
I’ve been trying to update the main contact for our account for weeks and still haven’t had it actioned. Every time I reach out, I’m told it’ll be sorted, but nothing changes. It shouldn’t be this hard just to get someone to confirm a contact update. - Thomas
I’ve been dealing with hardship support and thought everything was on track, but then I got a disconnection warning out of nowhere. I tried calling and emailing multiple times, but no one would call back. It’s exhausting trying to reach someone who can actually help. - Allison
I joined because I was told I’d be able to speak with someone locally, but when I called for help, I couldn’t understand the person on the line. It’s really frustrating when all you want is clear support from someone who listens. - Frances
Recent experiences with Aussie Broadband customer service
Fast Resolutions: From setup to fault fixes, many customers report their issues being resolved on the first call, sometimes within hours.
Persistence Pays Off: A customer with year-long dropouts got a full fix once a tech identified a firmware issue. Aussie owned the past missteps and made it right.
Compassion Counts: During a tough financial patch, one customer was offered a lower-cost plan and waived fees just by reaching out.
Official Aussie Broadband Customer Service Links & Contact Information
Aussie Broadband Contact FAQs
How can I get fast help from Aussie Broadband without waiting on hold?
The fastest way to get support is through the MyAussie app, which lets you lodge faults, run diagnostics, or reset your service instantly. It’s available 24/7 and often resolves common internet issues without calling. If you need a human, live chat and phone support are open daily until midnight AEST, with Aussie-based staff known for quick, friendly help.
What should I do if my Aussie Broadband internet is slow or drops out?
Start by checking the live network status using the MyAussie app or Aussie’s outage page. If it’s NBN-related, you’ll see updates there. You can also restart your modem or lodge a fault in-app for faster troubleshooting. For long-term or repeated issues, contact Aussie directly — they’ll escalate it, and if the outage lasts over two days, you may qualify for compensation.
How does Aussie Broadband handle complaints or billing errors?
Aussie Broadband responds to complaints within two business days and fixes most billing issues on the first contact. You can reach them by phone, email (complaints@aussiebroadband.com.au), or through the online form. If you’re not satisfied, the case can be escalated to the TIO. Their transparency and fast response times make complaint handling smoother than most telcos.
Can I cancel my Aussie Broadband plan anytime without fees?
Yes. Most Aussie Broadband plans have no lock-in contract, and you can cancel anytime with a quick verification call. Your final bill is pro-rated, meaning you only pay for the days you used. This policy gives customers flexibility and control, with no hidden exit costs or penalties.
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