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NBN
support? We’ll help you get through.

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NBN
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Edited by:
Ajust Content Team
Last updated:
July 22, 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.

Real
NBN
 Complaints Submitted Through Ajust

I contacted NBN multiple times about a broken wire outside my house that’s left me without internet. Optus says it’s NBN’s responsibility, and NBN says it’s Optus. I’ve been stuck in a loop for days just trying to get one clear answer. - Adrienne

After two missed appointments and no technician showing up, I got a text saying the job was completed-despite no one visiting my home. I’m still without service, and I can’t get a straight response from NBN. - Susan

A technician installed the NBN box in my bedroom without explaining the impact. I now sleep beside flashing lights and exposed wires, and moving it has become another battle. I just want someone at NBN to actually listen. - Dianne

NBN dug up my front lawn without notice, left it a mess, and never got back to me. I tried calling and even asked the contractors what was going on-no clear answers, no resolution. - Ray

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

NBN
Contact FAQs

What issues can NBN Co actually help with directly?

NBN Co handles infrastructure-level problems like damaged cables, missed technician visits, and faulty network equipment. Your internet provider handles speed, billing, and service setup. Knowing who to contact saves time and avoids the blame-shifting ping-pong between NBN and your provider.

Why do NBN installations and activations often go wrong?

Missed appointments and switchover hiccups are common due to scheduling inefficiencies and unclear handoffs between NBN and providers. Keep incident numbers and escalate if delays repeat-especially if your service remains inactive after a switchover.

What’s the fastest way to report NBN damage or installation issues?

For physical network issues like broken pit covers or damaged boxes, use the Snap Send Solve app or call 1800 687 626. Attaching photos helps speed things up, and you’ll get a reference number for tracking. Always report through your ISP first if unsure-it may help route your case faster.

Can I get compensation for NBN issues like missed appointments or outages?

Yes, but through your internet provider. NBN Co has service level agreements with providers, not directly with consumers. If NBN breaches repair timelines or misses appointments, your provider may claim credits and pass them on-so always follow up with them for compensation.

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NBN
.

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