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Which NBN provider has the best customer service?

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With around 150 NBN providers available, choosing an NBN provider can be a daunting and confusing experience for some. Many providers can offer very similar plans — similar price, speed tiers and inclusions — but there can be a big difference between the experience with different providers. Finding the right provider for you could come down to something as simple as quality customer service.

Although no two customers will have the exact same experience, you can still gauge a general idea of what to expect based on feedback and reviews from existing customers. At Canstar Blue, we aim to help you find the best NBN provider for your needs, so read on to find out more about how to find NBN providers with a reputation for good customer service.

NBN offers you might like

The following table shows a selection of sponsored unlimited data Standard Plus Evening Speed (NBN 50), and Premium Evening Speed (NBN 100) plans on Canstar Blue’s database with links to referral partners.

Unlimited Home Standard (NBN 50) Plans

The following table shows a selection of published unlimited NBN 50 plans on Canstar Blue’s database, listed in order of standard monthly cost (excluding discounts), from the lowest to highest, and then by alphabetical order of provider. Use our comparison tool above to see plans from a range of other providers. This is a selection of products with links to referral partners.

Unlimited Home Fast (NBN 100) Plans

The table below shows a selection of published unlimited NBN 100 plans on Canstar Blue’s database, listed in order of monthly cost, from the lowest to highest, and then by alphabetical order of provider. Use our comparison tool to see plans from a range of other providers. This is a selection of products with links to referral partners.

Best NBN customer service

Using research conducted by Canstar Blue, the best NBN provider for customer service is Aussie Broadband. Not only was Aussie Broadband our 2023 winner for Most Satisfied Customers for NBN Providers, it was also the top-rated brand when it came to customer service and was the only provider to score five stars in this category.

Aussie Broadband offers Australian-based customer support, along with a range of support options. You have the option to call the Australian-based support team, request a call back or use the online chat.

The following table shows a selection of published Mate NBN plans on Canstar Blue’s database, listed in order of monthly cost, from lowest to highest, and then by alphabetical order of provider. Use our comparison tool above to see plans from a range of other providers.

Other NBN providers with highly-rated customer service

While Aussie Broadband may have been the only provider to score five stars for customer service in our 2023 ratings, it doesn’t mean that other providers don’t also offer good customer service. Westnet was the only provider in our ratings to score four stars for customer service, while all the other brands in our ratings scored three stars. As every customer service experience will be different, it’s still worth comparing plans from a wide range of NBN providers to find a plan that suits your needs.

The below tables compare a range of NBN plans across different speed tiers. You can use our free NBN comparison tool to compare a wider range of NBN plans and providers.

Unlimited NBN 100 Plans

The following table shows a selection of published unlimited NBN 100 plans on Canstar Blue’s database, listed in order of standard monthly cost, from the lowest to highest, and then by alphabetical order of provider. Use our comparison tool above to see plans from a range of other providers. This is a selection of products with links to referral partners.

Unlimited NBN 50 Plans

The following table shows a selection of published unlimited NBN 50 plans on Canstar Blue’s database, listed in order of standard monthly cost, from lowest to highest, and then by alphabetical order of provider. Use our comparison tool above to see plans from a range of other providers. This is a selection of products with links to referral partners.

Unlimited NBN 25 Plans

The following table shows a selection of published unlimited NBN 25 plans on Canstar Blue’s database, listed in order of standard monthly cost, from the lowest to highest, and then by alphabetical order of provider. Use our comparison tool above to see plans from a range of other providers. This is a selection of products with links to referral partners.

Unlimited NBN 12 Plans

The following table shows a selection of published unlimited NBN 12 plans on Canstar Blue’s database, listed in order of standard monthly cost, from the lowest to highest, and then by alphabetical order of provider. Use our comparison tool above to see plans from a range of other providers. This is a selection of products with links to referral partners.

How to find the best NBN for customer service

While it’s impossible to really say which one provider is better than all others, considering that personal experiences may vary, you can consider what other customers think of their provider as a way of narrowing down your choices.

At Canstar Blue, we survey thousands of Australians to find out what they think of their NBN provider. These providers are rated on areas such as speed and reliability, ease of setup, value for money, overall satisfaction and customer service.

So, if you’re looking for a new NBN plan and want to know which providers have the best customer service, as rated by customers, read on to find out what other Aussies think of their telco when it comes to customer service.

Why is good NBN customer service important?

For anyone who has had one too many bad customer service experiences, you may now put a higher value on quality customer service. Not only does it take up your time — spending hours on the phone, and even days waiting for a resolution — but during that waiting period, you could be without service or access. That’s especially frustrating when it comes to being without access to your internet plan, considering just how much we rely on the internet for day-to-day activities. That’s why finding an internet provider with the best customer service could be a high priority for you.

Both the Australian Communications and Media Authority (ACMA) and the Telecommunications Industry Ombudsman (TIO) release reports on customer complaints. These reports often show customer attitudes towards certain telcos, and the common issues faced by many customers, especially on the back of events like network outages and data hacks.

If you’re looking to avoid the headaches of unresponsive telcos and lodging complaints to the TIO, this is where it could be worth looking into telcos with a good reputation for quality customer service. Keep in mind that everyone’s experience will be different, but it doesn’t hurt to look at providers where existing customers are, for the most part, happy with the service they receive.

Should I choose a provider based on the best internet customer service?

Solely basing your choice of provider based on customer service isn’t the best way to measure which plan will be right for you. Aspects of a provider, such as customer support, won’t always be the same between customers. Just because one person had a great experience with a provider’s support, doesn’t mean that the next person will have the same experience. Factors such as the issue itself, your home’s internet connection and your choice of plan can all contribute to the experience.

The customer themselves might also be part of what makes a good or bad customer service experience. For example, a customer who understands more about their plan, might be able to give more accurate information to the customer service representative and may likewise be able to follow instructions for troubleshooting. Confused or frustrated customers could make it harder for the issue to be identified, therefore leading to a more difficult experience.

Choosing the best NBN provider for your needs shouldn’t be determined by one metric only. An NBN provider with a reputation for great customer support is only going to be as good as their plans, and whether those plans or options suit your needs. There are a few things to consider when choosing a good NBN plan:

  • What speed do you need
  • What is your budget
  • Do you need any extras (modem, entertainment add ons, call pack, etc)
  • Contract or month-to-month plan

Once you’ve got a clearer picture for what you’re looking for, compare plans from a range of NBN providers. If you’ve narrowed your search down to a few providers, and one has better feedback on customer support, this might be what sways you towards that one provider over the others. You can also talk to family, friends and even your colleagues to find out what they think of their current provider if you want a more first-hand account.

Ultimately, the choice is yours. If you’re uncertain about a provider, you might want to look into signing up on a month-to-month plan first (and make sure you’re aware of any cancellation fees) so that if you’re unhappy with that provider, you can simply switch to another.

Emma Bradstock
Telco Specialist
Emma Bradstock has been an authority on consumer phone, internet, technology and streaming markets in Australia for over 5 years. She holds a Bachelor of Arts in Communications and Media from Macquarie University and has over a decade of professional writing experience in print and digital media.

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