Comparing broadband technical support hours by provider

Australians generally know Internet Service Providers (ISPs) are not renowned for having great customer service, or technical support. Much of time this is not much of an issue, as after initially connecting a broadband service there really shouldn’t be much of a need for support.

However, some people value quality customer service, and in the world of the internet, on rare occasions you could actually find technical support necessary.

For example, your ADSL2+ broadband internet connection has been working fine for many months, but all of a sudden it drops out. You try turning the ADSL modem off and then back on again (You’d be surprised at how many times this will fix your problem!), but the internet still doesn’t work. This is the momen.t you will desire support from a professional IT technician.

Different broadband providers have varied technical support times where they are reachable by telephone. Here is a breakdown of most of Australia’s ISPs and their associated technical support telephone contact hours:

iPrimus: Technical support is available 24 hours a day, 7 days a week.
Internode: Technical support is available from 7:00am to Midnight, 7 days a week.

Netspace: Technical support is available from 8:00am to 10:00pm on weekdays, and 9:00am to 5:00pm on weekends.

Westnet: Technical support is available 24 hours a day, 7 days a week. Westnet has been voted ‘Best in Customer Satisfaction’ 7 years in a row (2003-2009) in the Australian Broadband Survey.

*Note: iPrimus, Internode, Netspace and Westnet’s technical support customer service call centres are based in Australia.

TPG: Technical support is available from 8:00am to Midnight on weekdays, 9:00am to 9:00pm on weekends, and 9:00am to 6:00pm on public holidays.

Optus: Technical support is available 24 hours a day, 7 days a week.

iiNet: Technical support is available 24 hours a day, 7 days a week.

BigPond: Technical support is available 24 hours a day, 7 days a week.

Exetel: Technical support is available from 8:30am to 11:00pm, 7 days a week.

Virgin: Technical support is available from 7:00am to 11:00pm, 7 days a week.

Engin: Technical support is available from 8:00am to 9:00pm weekdays, 9:00am to 3:00pm Saturdays, and 10:00am to 3:00pm on public holidays.

Vodafone: Technical support is available from 8:00am to 8:00pm Monday to Friday for Post-paid customers, while Prepaid Mobile Wireless customers can call 8:00am to 8:00pm 7 days a week.

Dodo: Technical support is available from 8:00am to 11:00pm, 7 days a week.

If technical support is important to you, a good trick is to try calling a broadband provider’s service to see how long it takes its consultant to answer the phone. Remember though, there are certain times of the day when all companies will be receiving an influx of calls, making an immediate response nearly impossible.

Some customers have a little trouble understanding the accents of IT consultants at off shore call centres. If you fall into this category, you may want to consider looking for a broadband provider whose technical support is located on mainland Australia.

The general consensus in Australia is you usually “get what you pay for” with internet customer service, so be wary of super-cheap deals if customer service is of a high priority to you.