Need to contact Belong and make sure they reply?
Belong customer support overview
Belong (Telstra’s budget brand) offers 7-day support (8am–8pm AEST) via phone, live chat, email, and social, with no physical stores. The model is simple and online-first: get quick help for mobile and NBN, then escalate when issues are more complex.
Experiences are mixed. Many customers like the no-frills plans and Telstra network backing, while aggregated review scores sit below average. Positives are accessible hours and straightforward help for common requests. Watch outs include complex technical issues or billing disputes can take longer to resolve. Belong is active in public review replies and encourages customers to reach out through official channels for case handling.
Common Belong customer issues and complaints
- Billing & account hiccups: Occasional billing errors/duplicate charges have been reported. Unexpected debits can throw budgets off.
- Outages & performance: Some users see dropouts/slow speeds, particularly impacting WFH. Fixes may require multiple touch points.
- Data top-ups on mobile: Running out of data pushes users to higher-priced top-up packs, which can feel steep vs plan rates.
- Resolution speed: For trickier faults (line quality, provisioning), customers sometimes report longer resolution cycles and repeated follow-ups.
How to avoid pain: Keep usage/billing screenshots, use Belong’s Help articles for quick fixes, and escalate if first-line support can’t resolve.
How to contact Belong customer support
Phone (8am–8pm AEST, 7 days):
- Australia: 1300 235 664
- From overseas: +61 3 8903 9388 Have your account details ready (name, service number, address). Phone is best for urgent faults, service interruptions, or billing holds.
Live Chat (8am–8pm AEST, 7 days):
- Go to the Belong Support page and click “Let’s chat” (also in the app under Help/Support). Great for plan changes, usage queries, simple troubleshooting.
Email:
- General support: consumer.affairs@team.telstra.com
- Complaints (formal): complaints@belong.com.au Use email when you need a paper trail or to attach documents (e.g., evidence, screenshots).
Social:
- Message @BelongAU on Facebook/Twitter for basic guidance or nudges to the right channel (not ideal for complex case handling).
Mail (formal complaints):
- Belong Customer Relations, Locked Bag 20026, Melbourne VIC 3001, Australia
Belong key customer policies: refunds, returns, cancellations and more
No-contract cancellations
- Mobile and NBN are no lock-in. Cancel anytime via your account or by calling.
- Cancel ≥1 business day before your next bill to avoid another cycle.
- Service stays active until period end. No pro-rata refunds for mid-cycle cancellations.
Refunds
- Belong generally doesn’t refund partially used periods.
- Billing mistakes/service not delivered → Belong credits or refunds once verified.
- Devices supplied by Belong follow ACL (Australian Consumer Law): major faults → refund/replacement.
Returns & warranty (devices/modems)
- Typically 12-month warranty on Belong-supplied hardware (faults not due to damage/misuse).
- Belong will guide troubleshooting, cover return postage, and arrange repair/replacement/refund where eligible.
Pricing changes
- Plan prices can change, but Belong notifies in advance. No price-match program. You’re free to switch or cancel (no contract).
Shipping & delivery
- SIMs/modems ship quickly (often within a few business days). Contact support if items don’t arrive in a reasonable time.
Complaints handling
- Logged complaints are acknowledged and targeted for resolution (urgent cases faster).
- Not satisfied? Request internal escalation. As a last resort, you can contact the Telecommunications Industry Ombudsman (TIO).
Belong complaints submitted through Ajust
I tried reaching Belong several times about my internet dropping out, but no one ever followed up. Every time I was told it would be fixed, then silence. It’s been months of waiting without updates or support, and it’s exhausting trying to get through to someone who can actually help. - Anna
After three calls and long waits, I still couldn’t get a clear answer from Belong about why my internet wasn’t working. The service team didn’t seem to know what was happening or when it would be fixed, leaving me stuck for days without connection or proper communication. - Shoji
I’ve been trying to update my payment details, but the online system kept failing. I just wanted to speak to someone at Belong to sort it out before my service got cut off, yet there was no easy way to reach a human for help. - Sharon
Belong promised to call me to finalise my Wi-Fi setup but never did. After that, messages I sent weren’t even received. I felt completely ignored, then they billed me for a service that never started. It’s impossible to get real contact with anyone to close the account. - Gordon
Recent experiences with Belong customer service
Quick fixes & persistence: Users report friendly agents resolving speed/modem issues promptly; complex setups have seen dedicated reps stick with the case until sorted.
Proactive refunds: In some cases, Belong has proactively identified speed limitations and refunded affected fees, without the customer needing to chase.
Slow resolutions (escalated): A minority describe long back-and-forth on technical faults. Once formally escalated, outcomes included fee waivers, penalty-free cancellations or credits.
Official Belong Customer Service Links & Contact Information
- Support & Contact hub: belong.com.au (Help, FAQs, live chat, latest contact details)
- Phone: 1300 235 664 (AU) • +61 3 8903 9388 (overseas)
- Email (support): consumer.affairs@team.telstra.com
- Email (complaints): complaints@belong.com.au
- Payment assistance (hardship): paymentassistance@team.belong.com.au
- Social: Facebook & Twitter @BelongAU
Belong Contact FAQs
What’s the fastest way to reach Belong customer support for urgent mobile or NBN issues?
The quickest way to reach Belong is by phone at 1300 235 664 (8am–8pm AEST, 7 days). Phone support gets priority for service faults and billing holds. If wait times are long, try live chat on the Belong Support page for faster access to simple troubleshooting or plan help. Always have your account details ready for quicker resolution.
How can I escalate a Belong complaint if I’m not getting a response?
If your issue isn’t resolved, email complaints@belong.com.au and request escalation to Belong’s internal complaints team. Include your account number, issue summary, and any previous case references. Belong will acknowledge your complaint and aim for resolution; unresolved cases can then be referred to the Telecommunications Industry Ombudsman (TIO) for independent review.
Does Belong offer refunds or credits for service issues or billing mistakes?
Yes, Belong may issue credits or refunds for verified billing errors or undelivered services. They don’t refund mid-cycle cancellations, but if you’ve been incorrectly charged or experienced a verified service fault, refunds are generally processed once confirmed. Always keep screenshots and payment records to support your claim during review.
What can I do to resolve Belong internet or mobile performance issues faster?
Start with Belong’s online Help guides or live chat for quick troubleshooting—most connection and speed issues are fixed there. If the problem persists, contact phone support for line or network checks. Document your outages and escalate if repeated dropouts occur. Persistent faults may qualify for credits, refunds, or penalty-free cancellations once verified.
You’ve already wasted time trying to contact Belong.
Let us help you take the next step, and finally get a real response.