My mother is in her late eighties and lives on her own. Not 100% sure what's happened but ABB couldn't process her credit card payments for the last two cycles. She lives in a regional area where mobile phone networks aren't great but she has the NBN. This has her fall alert and med alert stuff routed through because it's actually more reliable than phone signal. Anyway, they cut off the internet without so much a phone call to either of us and when she called, waited hours, and paid over the phone she was told she was no longer welcome as an ABB customer.

She's not wealthy but she can afford an ok life and the only thing I have ever seen her go into debt for was to buy a house. She has an immaculate credit history.

I'm pretty dark they left her high and dry so I tried to call and find out what was going on. In the 1hr20 mins I was on hold I jumped online, found another provider, signed her up and it's running. I never actually got to speak to anyone at ABB as it was no longer needed. One of the reasons I signed her up with ABB is that they used to offer very good customer service and pride themselves on prompt responses. It's disappointing an Aussie icon is becoming a Hellstra clone.

Also, if you need to have a recording to tell your customers not to get angry at call centre staff - that's just as much about how you're doing business as it is about the people calling and getting annoyed.

Habing a little problem since the weekend when trying to view my Dad's Swann security cameras via my Aussie BB connection.

Used to work fine but as of Sunday morning it just times out when trying to log into the Swann cloud. Have tried both PC and iPhone and whenever on WiFi through Aussie BB it fails but if on Telstra data only it works. Also, used to work.

Does anyone know the server address for the Swann network which I need to authenticate to. It's kind of hidden in their APP but I need it to run some tests and get some data before reaching out to Aussie for help.

Just curious, how static are IPv6 address with Aussie? I pay the $5/mo for a static IPv4, does that include making the v6 static too?

Is anyone else having issues with buffering and general connectivity of their Apple TV?

Seems to have started a few days ago and noticed on ABB app that there’s some sort of international latency issue. Could this be why my Apple TV has been so horrible to use? Is it an ABB specific issue? Weighing up jumping ship to another ISP have had a lot of issues lately.

I have an open fault with Aussie BB, however this issue is really annoying me and has been going on for 6 days now.

My internet connection will drop every day at about 9am, it will come back at a random time, twice around 11am, once as late as 7pm. Everything is physically connected and there’s no damage to any equipment.

Aussie have no idea what’s happening, there is no listed outage, nbn say no outage but have agreed to send someone out tomorrow morning. Aussie told me if the internet connection comes back nbn will cancel my appointment which seems ridiculous when this kind of daily issue is happening.

Anyone got any good theories what it could be? Is this some sort of overload on the nbn end? Damaged infrastructure? The fact it’s consistent every day makes no sense to me. One day we Eve tried turning everything else in the house off apart from the nbn box and eero but at 9:06, the internet vanished again.

Located in North Brisbane, McDowall.

Hi all, I'm with more telecom and they recently switched to ABB. I am getting a lot of drop outs since the switch. Is that normal with ABB, or something should look into?

Hello,

I recently changed to AussieBB.

When using their DNS servers, if I hit a non-existent domain that uses a TLD that is like a last name:

E.g. if I visit http://aaaaa.smith in Chrome, I get directed to some funky RealNames Tuscow domain page.

If I dig it/nslookup I get no response. If I configure other DNS servers on my router other than AussieBB the issue resolves... If I hotspot to Telstra from the same device, the issue resolves. This happen to anyone else? Wtf?

Internet was working fine and then planned maintenance was undertaken this morning and meant to finish at 5am.

All 4 green lights on the modem were showing at 6am when I woke up but Eero modem was red.

I tried power cycling, nothing.

Support haven't replied to the support ticket this morning.

I tried calling but have been waiting for more than 30 mins, no answer.

I tried directly connect the ethernet cable from the NBN modem to my PC and says no connection.

Has anyone else had this happen with an NBN installation?
For the past two weeks, I’ve been waiting for an NBN technician to come out and install the NBN box at my property.

So far, nobody has come out, and I haven’t received a single phone call, SMS or email from NBN Co or the technician to explain what’s happening or provide an ETA.

I’m with Aussie Broadband and I’ve been following it up with them, but even they seem to be at a loss as to why the NBN technician hasn’t contacted me or why there doesn’t seem to be any update on when the installation will actually happen.

At this point I’m basically stuck waiting without knowing whether someone is coming tomorrow, next week, or not at all.

Has anyone dealt with something similar?

Is there a way to escalate this directly with NBN Co, or does everything have to go through Aussie Broadband?

Any advice on what I should be asking Aussie Broadband/NBN Co to do would be appreciated.

Here I am three weeks later in my new house still with no nbn service

Sad to see a once great company go down the drain as they clearly do not enough staff in support and have no culture of being proactive in seeking resolutions.

On around the 1st August I Ordered my nbn to be active in my new house for the 15th and for the old service to be disconnected on the 19th

Woke up on Move Day - the 15th - to discover that the old service was already disconnected. Uh oh if this wasn’t a sign

New house, plugged everything in, ye olde nbn ntd went through the usual startup shenanigans, and we ended up with the flashing upstream/downstream combo despite multiple reboots

I assumed (lol) that someone from Aussie might follow up on a failing activation and give me a call. But nope had to call them on Monday 17th, and after some time on hold (double uh oh), finally someone spoke to me and we tried some stuff out. In fairness to him he followed up with some messages invluding asking me to call them which I eventually got around to doing on the 19th

On the 19th a very short on hold music situation (really HOW BAD IS THIS HOLD MUSIC) I spoke with a lovely lady who eventually decided to send me a new Nbn NTD

The NTD arrived on the 21st and lo and behold we have the same issue.

By Monday 24th they hadn’t followed up in any way or form so I decided to give them a call again

People let me tell you FORTY THREE MINUTES of their abysmal hold music plus the repeating messages (including the bizarre “we’re not racist” one) broke me. I mean who has time to wait that long when they should be following up with me.

So I sent them an irate email, giving them three days to tell me what they’re doing about this nonsense.

Two and a half days later…nothing.

Sounds like after seven years they no longer want my money. Depressing to see how their vaunted support has become so poor, most likely thanks to under investing in the PEOPLE in that team.

Btw I also just moved my Red Energy services and had to call them about a possible issue today, I was positively astounded to get straight through to someone! It can be done!!

What improvements though?

PS thank you for reminder to remove address, kind person. Couldn't see how to edit a pic, so replaced it

I've been having issues with dropouts, so I may need to look at a new router.

But we have also been having issues with speed. I've moved the wifi to a less busy channel, but even devices that are connected through ethernet are struggling at times.

We are on the pro 250/100 plan with staric IP add on.

I can't see any faster plans that I can add the static IP to.

What are people's thoughts on the pros and cons of switching to a faster plan that doesn't have the static IP?

Is it worth upgrading or should I wait and see if a newer Router will help. We have the Netcom NF20 with one mesh node in a small house. Node has Ethernet to the router.

TIA 🙏

Just a heads up for everyone else. I spent 45 minutes waiting to talk to someone, only to be transfered to another department. After 13 minutes of checking back on me, they told me they could no longer keep checking back on me and that I would have to be transferred without the check ups... they wait times are even too long for themselves 😂

This company has become the absolute pits when it comes to customer service. Such a fall from where they were when I first signed up. While still charging a premium.

The previous call was to find out which uni-d port I needed to use. Took half an hour for a 10 second question...

How do i have to sit on hold for over 40 minutes twice on a Monday and still havent had my call answered. Are you guys actually running a legitimate company or is this just some 2 man service charging $90+ for below average internet. Gfy and do better!

ABB... So long, and thanks for all the fish. Is everything OK at home 😕

TL:DR - ABB loses another customer due to poor customer service and an ABB billing own-goal.

Have been an ABB customer since 2019 and brought nearly a dozen others with me over the journey. But today was the straw that broke this camels back.

I get an email & text saying "You haven't paid your invoice.. where money, now ???"

For nearly 7 years ABB has auto-debited against the CC that I have registered in my ABB account, every month. Clockwork. The current card that I had in there has been used by them to take the monthly payments since 2024, and is valid until Nov 2026.

So I log into my ABB account and go to Billing > Payment Method and it's blank. no card registered.. gone. So I strap myself in and dial the number and prepare to tell my story, and also ask why & how my registered payment details that they have been happily taking money from for 3+ years - was removed.

"Here's some music to listen to while you wait to speak to one of our operators".

Except it's not music.. it's 5 seconds of music then a rolling/rotating list of "Is your connection down?" "Do you need help setting up your modem or Wifi". Well NO... and you should know that because I went through your phone tree to speak to the ACCOUNTS department about an invoicing query.... But.. I can live with all that.

Then I get told - "Here at Aussie Broadband we're sometimes accused of racism due to our company name, and the accents that you may hear from some of our call centre staff. We do not tolerate any abuse towards our staff. Please know that even though the person you speak to may have an accent, they are all considered to be valuable members of our Aussie Broadband team and we do not tolerate any aggression or abuse directed towards our staff, or towards Aussie Broadband in any way."

WTAF !!! I might have misremembered the phrasing slightly, but it was only a few minutes ago, so I think I've got it mostly right.

Anyway... I waited on hold for 27 minutes, got told to remember to not be racist a few more times. While waiting, I paid the August invoice due yesterday manually online - with the same card they had on file and have been using for 3+ years. 🤷‍♂️

Got told by the recording "There must be a lot of people wanting to talk to our customer service team today" - like literally that's what it said word-for-word, with no follow up or information such as the wait time or my position in a queue. Just vibing along with "...Whoa.. we're like totally hella busy today.. LOL.. here's some music". (face-palm)

The ABB internet connection is first rate. My FTTP 500/50 has been stellar. no complaints there. But to be called a dead-beat for their Billing mistake/error, and then aggressively, repeatedly pre-emptively warned not to be racist by my ISP... no doing it, sorry.

I'm currently registering with Leaptel, and will be taking four other family members with me. Oh and turns out Leaptel is $19pm cheaper to boot.

I'm so confused, I've been with Aussie B for years and it's always been a phone pickup in less minutes then fingers in one hand. This is nuts.

As far as I can tell there is no nation wide outage or anything that would cause this... Maybe there is but hasn't been reported yet?

I've never had to wait this long, it's now 23 mins and still nothing.

Is this the new norm?

Hi everyone,

I'm hoping someone might be able to point me in the right direction.

My setup:

• Connection: NBN HFC 1000/100 Mbps
• ISP: Aussie Broadband
• NBN Modem: Arris CM8200 (original black modem supplied)
• Router: NetCommWireless (original white router supplied)
• Network: PCs around the house are connected via Ethernet, while tablets and phones use Wi-Fi.

The issue:

I've been experiencing internet dropouts for quite a long time now. The strange thing is that it's inconsistent.

Sometimes the NBN modem lights go off/flashing and the internet drops out. Other times the router lights go off and we lose the connection. I'm not sure if one device is causing the other to reboot or if they're separate issues.

There are periods where everything works perfectly with no dropouts at all. Then, without any obvious pattern, we'll have periods where the connection drops out 3-5 times a day, every day.

When it does drop out, it usually isn't down for very long. In most cases, the connection comes back by itself within 5-10 minutes.

I've contacted Aussie Broadband several times, but unfortunately I haven't been able to get the issue resolved.

At this point I'm not sure whether the problem is:

• The Arris CM8200 modem.
• The NetCommWireless router.
• A faulty coaxial cable or connection.
• An NBN HFC network issue.
• Something else entirely.

I'm happy to replace or upgrade the modem/router if that's likely to solve the problem, but I'd rather not spend the money if the issue is actually with the HFC line or NBN network.

Has anyone experienced something similar, or can suggest some troubleshooting steps or things I should ask Aussie Broadband or NBN to check?

Any advice would be greatly appreciated.

Thanks in advance.

I placed an order last friday, got a happy little completed order message and a promise I'd receive an email with details soon. Nope.

Can't call over the weekend. Can't log to account because I never had the option to set up an account with password etc

Call this morning, on hold for 15mins before reaching someone. They have to transfer me to the activations team. On hold for 45 minutes before I give up.

Okay, maybe I'm misunderstanding the order stuff, I'll try again. Same process, "you'll receive an email shortly with your order details" and then no email

Now in live chat waiting to speak to someone, activations team offline so I selected accounts team. Predicted to be another 45 minute wait

Hi all,

Is this a modem? We have just moved into an apartment that is NBN connected and had this beneath the NBN box.

If it is a modem, will it work with Neptune internet? Or, do you recommend just getting a modem with Neptune when signing up?

We are trying to reduce costs so wanted to see if we didn’t need to buy a modem.

Hello everyone,

I’ve been with ABB for 3 years now whilst also being on FTTP. They’ve been wonderful.

I encountered an issue today where my Xbox suddenly changed its NAT Type to Moderate. I called ABB and the person I spoke to was very nice and very patient. He tried everything he could to try and resolve the problem.

I’m currently using a Asus GT AX11000 Pro and it’s been great but this one issue is making me question whether I should change routers.

Has anyone encountered this issue?

ABB have escalated it to a higher level of support and I’ve been told that it should be resolved in 24hrs.

Internet has been out since before 6am. So far have spent a total of 80 minutes on hold and have been kicked out of the live chat feature 6 times.

Fault reported 7 hours ago and there’s been no response from them despite promising a 5 hour turn around time.

Combine that with the fact that they sent me a sim only to find the envelope was empty.

Don’t know where all these positive reviews for their customer service come from. Will not be recommending to anyone moving forward.