- Superloop and Tangerine lead with the highest customer service ratings, thanks to quick response times and efficient issue resolution.
- Providers like Dodo and Optus have lower ratings, with customer complaints focusing on long wait times and unresolved issues.
- Australian-based call centres contribute to a more personalised and efficient customer experience.
When it comes to selecting the best NBN provider, pricing and Internet speed aren't the only factors worth considering.
Customer service plays a vital role in the overall experience. Whether it's dealing with technical issues, billing enquiries, or general support, the quality of service can significantly impact your satisfaction as a customer.
In this article, we’ll take an in-depth look at the customer service offered by some of the most popular NBN providers in Australia: Dodo, Superloop, Tangerine, Optus, Uniti and iPrimus.
We’ll explore recent customer feedback, ratings, and reviews, and evaluate the importance of customer service in choosing an NBN provider.
Why customer service matters
Before diving into individual provider evaluations, it’s important to understand why customer service is so crucial when choosing an NBN provider.
- Problem resolution: NBN connections can be prone to technical issues or outages. A good customer service team ensures problems are resolved quickly, minimising downtime and frustration.
- Account management: Billing issues, plan changes, and upgrades are common concerns. A responsive and efficient customer service team can handle these matters without unnecessary delays.
- Proactive support: Good customer service doesn't just fix problems; it proactively addresses potential issues and provides guidance, enhancing the overall experience.
- Availability: Easy access to support via various channels (phone, email, live chat) helps reduce the frustration of waiting or dealing with complex procedures.
NBN providers customer service ratings and reviews
In this section, we will explore recent customer service ratings and reviews for each of the NBN providers. this information comes from Trustpilot and ProductReview.com
| Provider | Customer service rating (out of 5) | Feedback summary | Source |
| Dodo | 3.5 | Mixed reviews - some praise affordability, others praise service reliability | Trustpilot |
| Superloop | 4.5 | High praise for responsive support, quick issue resolution, helpful customer service staff | Trustpilot |
| Tangerine | 4.5 | Customers appreciate transparent service and efficient service. | Product Review |
| Optus | 3.3 | Mixed reviews - Generally reliable service, complaints about long wait times | Trustpilot |
| Uniti | 3.9 | Generally positive, praise for willingness to resolve issues quickly. | Product Review |
| iPrimus | 3.7 | Mixed reviews - Praise for competitive pricing but lack of support during outages | Trustpilot |
Analysis of customer service ratings
Superloop and Tangerine emerge as the clear leaders in terms of customer service, boasting excellent ratings of 4.5 out of 5. Customers consistently report positive experiences with these providers, highlighting efficient support, minimal waiting times, and quick resolution of issues.
Dodo and Optus tend to have lower ratings (3.5 and 3.3 respectively), with many customers reporting long wait times and poor communication. While Optus does provide comprehensive service in terms of availability, the sheer volume of users sometimes leads to delayed support responses. Dodo, on the other hand, faces criticism for unhelpful support during critical moments.
iPrimus and Uniti fall in the middle, with iPrimus seeing a mix of praise for online support but occasional complaints about call centre responsiveness. Uniti, while generally positive, suffers from some reports about slower response times during peak hours.
Call centres: Australian vs. overseas locations
The location of an NBN provider's call centre can significantly impact the customer experience. Call centres based in Australia tend to offer a more personalised, culturally relevant experience, which can help resolve issues more effectively.
Below, we compare which of the NBN providers operate Australian call centres, and which may outsource their support overseas.
| Provider | Australian call centres | Overseas call centres |
| Dodo | No | Yes |
| Superloop | No | Yes |
| Tangerine | Yes | Yes |
| Optus | Yes | Yes |
| Uniti | Yes | No |
| iPrimus | Yes | No |
Note: The location of Optus' call centres includes both Australian centres and outsourced support teams in India and the Philippines, which may sometimes lead to mixed experiences.
Contact Compare Broadband
When choosing an NBN provider, it’s clear that Superloop and Tangerine lead the pack in customer service, with both receiving stellar ratings for their quick, responsive, and helpful support teams.
Dodo and Optus tend to have lower ratings, with Optus’ large customer base potentially contributing to longer wait times and less personalised experiences. iPrimus and Uniti strike a balance, offering solid service but with occasional room for improvement.
Customer service is not just about resolving issues: it's about ensuring a smooth, stress-free experience for users. Having an Australian-based call centre can significantly impact the quality of support, as providers can offer quicker and more effective resolutions, thanks to their local teams.
Ultimately, the best NBN provider for you will depend on your specific needs, including how much weight you place on customer service, response times, and the convenience of dealing with local support teams.
If you're looking for the best NBN provider based on customer service, call Compare Broadband at 1300 764 000 today to switch to a provider that meets your needs!
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