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NBN providers with the best customer support

NBN providers compete on price, speed and extras. But when something goes wrong, it’s worth looking at an NBN provider with great customer support.

Nathan Lawrence
Jul 10, 2023
bullet2 min read

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When it comes to the best NBN plans, there are some key considerations. Price is paramount as is the monthly value in terms of download and upload speeds. To help separate NBN plans, you may also want to consider extras, like initial promotion pricing or inclusions like an NBN-compatible modem. While no-one wants to have to deal with NBN issues, when they do arise, it’s worth being with an NBN provider that’s renowned for great support.

Let’s take a closer look at the NBN providers with the best customer support options in Australia. But first, here’s a look at the most popular NBN plans today (from the 20+ we track in our comparison engine).

NBN providers with the best technical support pathways

The reality of technical support is it can vary between individuals: the person reaching out for support, the person providing support, all based on the complexity of the issue. Because of this—and, let’s face it, we humans tend to complain faster than we compliment—the first place to find the NBN providers with the best customer support is in the number of support pathways.

We track NBN provider support pathways in terms of the following options:

  • Customer forum or blog
  • Responsive social media (Twitter and Facebook)
  • Retail stores
  • Phone support
  • Usage-monitoring apps
  • Live chat service

While customers may not use every one of those NBN provider support pathways, more options mean there’s a better chance of providing the kind of support you prefer. With that in mind, here’s the most-to-least ranking of the NBN fixed-line providers we track with the most support options:

What tech support from NBN Co?
Because NBN Co is a wholesaler, your best avenue for technical support is to contact your NBN provider. If NBN Co intervention or assistance is required for your tech issue, your NBN provider should organise that on your behalf. That said, if you do want to speak directly with NBN Co, the NBN technical support phone number is 1800 687 626.

NBN providers with the best reported customer satisfaction

While we don’t factor in the personal support experiences of our team, there are ways to gauge real-world customer satisfaction. Again, bear in mind that people tend to flag negative experiences over positive ones, which is why it’s not surprising to see that big-name NBN providers like Optus, Telstra, Vodafone and TPG don’t have the highest customer satisfaction scores online.

To determine the ranking below, we use a mix of reviews (where available) from Product Review, Trustpilot, Facebook and Google, then the average score to determine overall satisfaction. Here are the best ranked NBN providers we track with the highest reported customer satisfaction:

  • Moose NBN (first)
  • Tangerine (second)
  • Kogan Internet (third)
  • Aussie Broadband (equal fourth)
  • Mate (equal fourth)
  • Origin Broadband (equal fourth)
  • iiNet (equal fifth)
  • More (equal fifth)

NBN support frequently asked questions

To speak with NBN Co, call 1800 687 626 between 8:00am and 6:00pm AEST, Monday to Friday. That said, it’s best to contact your NBN provider first for any NBN-related support matters.
Your first contact for any NBN tech issues should be your NBN provider; they will advise on whether any tech matters need to be escalated to NBN Co. If you’d prefer to speak to NBN Co directly, you can contact them between 8:00am and 6:00pm, Monday to Friday, on 1800 687 626.
Call your NBN provider if you have any questions about your NBN connection, including when it’s not working. Check your NBN provider’s website (on a mobile device) for contact information.
Nathan Lawrence
Written by
Nathan Lawrence
Nathan Lawrence has been banging out passionate tech and gaming words for more than 11 years. These days, you can find his work on outlets like IGN, STACK, Fandom, Red Bull and AusGamers. Nathan adores PC gaming and the proof of his first-person-shooter prowess is at the top of a Battlefield V scoreboard.

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