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.

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.

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.

• 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.