Contact
NBN

How to contact
NBN
 customer support fast

Edited by:
Ajust Content Team
Last updated
June 3, 2025
Our AI curates essential insights from across the web, while expert human writers craft content that's clear and easy to understand.

How to contact
NBN
customer support

We'll help you contact
NBN
, follow up, and get a real response fast.

80% Success
30X Faster
2X Better Results
Edited by:
Ajust Content Team
Last updated:
June 3, 2025
AI-sourced. Human-edited. Made clear for you.

NBN
customer support overview

NBN Co builds and maintains Australia’s broadband infrastructure. While your internet provider handles billing and speed support, NBN Co’s customer service is there for network-level issues - like damaged equipment, installation delays, or contractor conduct.

They offer phone support, online help forms, and complaint escalation pathways. While the rollout had its bumps, NBN Co is actively improving its service standards and infrastructure performance. If you’ve got a physical network issue or need to report something NBN-specific, their support team can step in.

Common
NBN
 customer issues and complaints

Australians commonly report:

  • Installation delays and missed appointments – sometimes multiple no-shows without clear comms.

  • Slow speeds or unreliable connections – particularly during peak hours or post-switch-over.

  • Activation and switchover hiccups – such as phone number loss or downtime when changing over to NBN.

  • Outages with limited comms – people want clearer updates and faster restoration during blackouts.

  • “Blame ping-pong” – NBN and retailers shifting responsibility back and forth, leaving customers stuck in the middle.

Knowing who handles what (retailer vs NBN) is half the battle. Many complaints stem from confusion about where to escalate.

How to contact
NBN
customer support

NBN Co support is mainly for network-level concerns. Here's how to get help:

  1. Start with your provider: Most issues (speed, outages, setup, billing) are solved through your ISP, who escalate to NBN if needed.

  2. NBN Co Contact Centre

    • Call 1800 687 626 for infrastructure-related issues (e.g., damaged cables, missed tech appointments, contractor complaints).

    • TIS: 131 450 | Relay users: call via National Relay Service.

  3. Online Help Form

    • Lodge infrastructure issues or formal complaints via the NBN Co contact page.

    • Attach photos or documents if needed. You’ll receive a reference number for tracking.

  4. Snap Send Solve App

    • Report physical damage (e.g., broken pit covers) quickly by snapping a photo via the mobile app.

  5. Escalate if needed

    • If unresolved, ask for a complaint reference number.

    • Escalate via the Telecommunications Industry Ombudsman (TIO) if both NBN and your provider fail to resolve the issue.

📌 Pro tip: Always keep your incident numbers and dates documented to support escalations.

NBN
key customer policies: refunds, returns, cancellations and more

  • Retailers manage billing, refunds & cancellations – Your provider handles compensation, not NBN Co.

  • Installations & missed appointments: NBN is under pressure to reduce no-shows. Reschedules are possible, and repeat issues can lead to compensation (via provider).

  • Network faults & SLAs: NBN Co follows service level agreements with providers. If they breach repair windows, providers can seek credits on your behalf.

  • Equipment (like NTDs): NBN-owned. If it fails, it’s replaced free of charge.

  • Land access: NBN must notify and obtain consent before entering private property. Complaints about conduct can be formally lodged.

  • Complaints handling: NBN logs formal complaints via phone, form, or post. You get a reference number and next steps. If unresolved, they’ll escalate or advise you of the TIO.

Their policies are infrastructure-focused. Day-to-day service problems fall under your ISP’s domain.

Need to get in touch with
NBN
? Skip the hold music!

Send your message instantly for free.

Contact
NBN
Now

No credit card required
Powered by Ajust

Recent customer experiences with
NBN
customer service

🛠️ Tech visit success: One user praised an NBN tech who fixed internal wiring and doubled their speeds.

🧍 Double no-show pain: A new homeowner reported two missed NBN install appointments in a single day. Eventually resolved after escalation through their provider.

⚖️ Escalation tip: Savvy customers say to keep all incident numbers and mention the TIO if issues drag on (this often triggers faster action).

Official
NBN
Customer Service Links & Contact Information

Need help now? Contact
NBN
support

Get customer support from

NBN

instantly.

Consumer FAQs

You can also learn more about Ajust here.

Who can use Ajust?

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

How does Ajust make money?

Consumers can pay Ajust for extra support.

Is Ajust independent?

Ajust is an independent business that operates separately from the businesses listed on our website. Our priority is helping consumers resolve issues with businesses. Ajust is also separate from government, ombudsmen and regulators.