NBN providers with the best customer support

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).

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:

• Optus (equal first)
• Telstra (equal first)
• iiNet (equal second)
• Vodafone (equal second)
• Aussie Broadband (equal third)
• Dodo (equal third)
• iPrimus (equal third)
• Origin Broadband (equal third)
• TPG (equal third)
• Belong (equal fourth)
• Exetel (equal fourth)
• Mate (equal fourth)
• Skymesh (equal forth)
• Southern Phone (equal fourth)
• Internode (equal fifth)
• Kogan Internet (equal fifth)(
• Spintel (equal fifth)
• Superloop (equal fifth)
• Tangerine (equal fifth)
• More NBN (sixth)
• Moose NBN (seventh)

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)