Which nbn® provider has the best customer service?

nbn® provider customer service ratings

Customer reviews are a useful starting point when comparing internet providers, particularly if reliable support is important to you. However, not all internet provider reviews tell the same story.

Superloop is the only provider we compare that scores above 4/5 on all three major review platforms. Aussie Broadband holds the second highest ProductReview score. Each platform attracts a different crowd, so it pays to read all three before deciding which provider offers the best nbn® customer service for your needs.

Scores out of 5, as at April 2026 (ProductReview 2026; Google Reviews 2026; Trustpilot 2026). Scores move, so check the live listings before you decide.

There are a few things worth knowing when comparing nbn® provider reviews:

• Six of the seven providers sit at 2.1/5 or below on Trustpilot, so a low Trustpilot score on its own isn't necessarily a red flag.
• More Telecom's ProductReview score comes from over 400 reviews, but it has only a few dozen on Trustpilot.
• Dodo, Tangerine and iPrimus sit in the middle on ProductReview. They're better known as budget options, although Tangerine customer service reviews may still be worth exploring if you're considering a lower-cost plan.
• Optus rates lowest at about 2.2/5 and logged 66 complaints per 10,000 services in the ACMA's April to June 2026 data, against an industry average of 39 (ProductReview 2026; ACMA 2026).

The important thing is to look for patterns rather than focusing on individual complaints. Repeated comments about long waiting times, unresolved faults or helpful support staff can give you a better understanding of what to expect.

Customer support channels and hours

Even the best internet customer service isn't much use if you can't contact your provider when something goes wrong.

Every provider we compare offers phone support, but opening hours vary considerably. If your internet tends to play up at night or on weekends, support availability may matter more than a star rating.

When comparing providers, think about whether you prefer speaking to someone over the phone, using live chat or managing your account through an app. Some customers are comfortable troubleshooting problems online, while others want to speak directly with a support representative.

Hours from each provider's contact page, October 2026 (Aussie Broadband 2026; Superloop 2026; Optus 2026; Tangerine 2026; More 2026; Dodo 2026; iPrimus 2026).

Before you pick up the phone, check for nbn® outages in your area. If the network is down, your provider can't fix the underlying outage any faster, and you'll save yourself a potentially long wait on hold.

nbn® providers with Australian call centres

For some households, Australian call centres are an important part of choosing an internet provider. You might prefer speaking with locally based support staff or simply want to know where your calls are being answered.

Aussie Broadband is the only provider we compare that says its support team is 100% Australian-based (Aussie Broadband 2026).

Here's what each provider publicly states:

• Aussie Broadband: 100% Australian-based support, with offices in Victoria, New South Wales, Queensland, South Australia and Western Australia.
• Superloop: lists offices in Sydney, Brisbane, Melbourne, Adelaide and Perth, but doesn't say where support calls are answered.
• Optus, Tangerine, More Telecom, Dodo and iPrimus: their contact pages don't say where support staff are based.

Aussie Broadband customer service is frequently mentioned by customers looking for locally based assistance, but having Australian call centres doesn't automatically guarantee a better experience. Support hours, staff knowledge and complaint resolution are equally important.

If onshore support matters to you, ask the provider before you sign up. It's a fair question and a quick one to answer.

Telstra moved all consumer and small business calls to Australian teams in 2022 (Mendoza 2022). We don't compare Telstra plans, but if you're with Telstra and want to see what else is out there, call us on 1300 764 000 and we'll talk you through the alternatives.

Choosing for a parent or grandparent who'd rather talk to someone on the phone? Start with our internet plans for seniors and pensioners.

Telco complaint data from the ACMA and TIO

Internet provider reviews tell you what individual customers think, but official complaint data provides another way to assess customer service performance.

The ACMA's quarterly complaints report measures complaints received by telecommunications providers, giving consumers a more standardised way to compare complaint-handling performance.

Here's what the latest data shows (ACMA 2026):

• 748,501 complaints were made to telcos in 2025-26, down 10.8% on the year before.
• 6.9% of those complaints were escalated to the Telecommunications Industry Ombudsman (TIO), up from 6.6%.
• In April to June 2026, telcos averaged 39 complaints per 10,000 services and took 4.7 days to resolve a complaint.
• Aussie Broadband recorded 11 complaints per 10,000 services, the lowest of the providers we compare. Optus recorded 66, equal 32nd of the 34 telcos listed.

Lower is generally better when comparing complaints per 10,000 services. However, complaint volumes don't tell you everything about the quality of a provider's support. Resolution times and escalation rates also matter.

The TIO's yearly figures show what goes wrong most often. It received 53,834 complaints in 2025-26, down 6.5%, and the top three issues were (TIO 2026):

• No or delayed action by a provider: 33,165 complaints
• Service and equipment fees: 19,771 complaints
• Inadequate fault testing: 7,143 complaints

In other words, the biggest frustration isn't always the fault itself. It's waiting for someone to act on it. For the full breakdown by provider, state and issue, see our analysis of the TIO complaints report for 2025-26.

That's why the best nbn® customer service should involve more than answering calls quickly. Customers also need clear communication, realistic timeframes and problems that are properly resolved.

How to complain about your internet provider

Even providers with strong customer service ratings receive complaints. What matters is how those complaints are handled and whether customers can get their problems resolved.

If you're unhappy with your internet service, raise the problem with your provider first, then take it to the TIO if it isn't fixed.

Follow these steps:

• Rule out a home issue. Restart your modem and work through common causes of slow nbn® speeds.
• Contact your provider and say clearly that you want to make a complaint. Ask for a reference number.
• Keep notes of every call and chat, including dates and names.
• If it's still not sorted, contact the TIO on 1800 062 058 or online. It's free and independent.

Don't skip step 2. The TIO says going straight to it adds five extra days to your case. Once the TIO refers a complaint, your provider has 10 working days to propose a fix, and 80% of complaints are resolved at that stage (TIO 2026).

If the same provider keeps letting you down, moving on is usually simpler than people expect. Our step-by-step guide to switching nbn® providers shows you how.

How to choose an nbn® provider for good service

Choosing the best nbn® service provider Australia has available for your household means looking beyond introductory discounts and advertised download speeds.

A cheap internet plan might seem like good value, but that saving can quickly lose its appeal if you're regularly dealing with connection problems and struggling to get help.

Likewise, a provider with excellent reviews might not be the right fit if its support hours don't suit your schedule.

Pick a provider whose support fits how you'll actually use it, then compare plans available at your address. Check these five things:

• Channels: do you prefer phone, chat or messaging? Check which support options are available.
• Hours: will support be open when you're most likely to need it?
• Location: if Australian call centres matter to you, ask where support staff are based before you sign up.
• Reviews: compare internet provider reviews across Google Reviews, Trustpilot and ProductReview rather than relying on one platform. Look at recent Aussie Broadband customer service, Superloop customer service and Tangerine customer service feedback if you're considering those providers.
• Complaints: check the latest ACMA quarterly data to see how providers perform when customers report problems.

Ultimately, the best internet customer service is the support that works for your household. Some customers prioritise Australian-based phone assistance, while others prefer extended support hours or convenient online troubleshooting.

Ready to compare? Check the plans available at your address or call our team on 1300 764 000. Comparing is free. Prices are the same as going direct to the provider, and there are no mark-ups or additional fees.

Your questions answered

Which nbn® providers have Australian-based customer service?

Of the providers Compare Broadband compares, Aussie Broadband is the only one that states its support team is 100% Australian-based. Telstra also answers consumer calls in Australia. Other providers don't publish where support staff are based, so ask before you sign up if Australian call centres are important to you.

Is Aussie Broadband good for customer service?

Aussie Broadband customer service is one of the better-rated options among the providers we compare. Aussie Broadband scores about 4.4/5 on ProductReview and 4.0/5 on Google Reviews, as at April 2026, with phone support from 8am to midnight, seven days a week.

Is Superloop customer service good?

Superloop customer service receives strong ratings across multiple review platforms. Superloop scores 4.7/5 on ProductReview and above 4/5 on Google Reviews and Trustpilot, as at April 2026. Its Teddy AI assistant answers questions 24/7, with phone support and an app for anything it can't solve.

How do I complain about my internet provider?

Contact your provider first and ask for a complaint reference number. If the problem isn't resolved, take it to the Telecommunications Industry Ombudsman. The TIO is free and independent, and can help resolve complaints about internet services and customer support.

Does it cost anything to compare providers with Compare Broadband?

No. Comparing is free. You pay the same price as going direct to the provider, with no mark-ups or additional fees.

Hayley Griffin Content Lead Hayley draws on over ten years of experience in technology, internet, and communications fields. Her experience spans across global clients, offering expertise on about the nbn, internet plans and hardware challenges facing Australian households, businesses and consumers. Read full bio

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