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- NBN 50 (Standard Plus)
- Verified customer
Cut my old service with another company without my permission and without providing me with modem or info to connect to their service. Finally connected for 4 days before service dropped out and won’t reconnect. No office staff due to the virus and emails take over a week to even reply!
I’ve rejoined my old company that I never had an issue with, Belong was just cheaper. Now I know why.
Three Weeks of No Connection
I have paid to get NBN installed. For three weeks I have had no connection, although I have modem and NBN connected. I have put in 6 support requests, with no response.
I have written to belong through Facebook messenger to get no support.
I have had no internet usage since the 10th April. I have tried to cancel for the last week however I was charged by Belong yesterday at a higher rate than I have agreed to.
This is the worst company internet company I have ever worked with. No support on phone, through email or Facebook messenger. I have supplied all the information needed to fix my service however am still three weeks with no internet.
Appalling connection and service no existent. Avoid like the plague
Constant (2 or 3 times per hour) internet drop outs. Running at half the speed we're paying for when it does work. Contacted Customer service and still waiting to speak to someone after 2 weeks. Avoid this company like the plague.
Slow internet, no accountability for failing to meet speeds, stop replying when you point it out
I have been going back and forth for a month - they are less than half the speed they advertise and won't give a straight answer to avoid having to compensate. They are cynical in customer service - they will call once and if you miss it they will say "we've called and missed you and we're going to close this now".
Trouble is; they have a revolving door of support people, none of them appear to read what has happened before. So you end up in this merry-go-round of mediocrity where you constantly answer the same set of questions and do not prog...ress. They have also twice made appointments to resolve it and missed both - no explanation given. Now, I have been waiting since Monday for a reply and in the most recent development I have no internet at all. Tried to check technical support web page: "an error has occurred". Tried to check the coverage map: "404 page not found". Tried to call the tech support number "our call centers are closed, please check out support web page". I mean you cannot make this stuff up. So just to recap; No internet at the moment, no explanation given and no ability to fix it Mysteriously stop replying when you try to hold them accountable Revolving door of support staff who do the bare minimum
My modem had fumes coming out for 5 seconds.Got no internet now
I would greatly appreciate if belong can sort this issue out asap.
Modem with fumes isn’t healthy imagine if I wasn’t at home.Can belong sort this problem out
Haven’t been able in get in contact
Wont even let me cancel
Been frustrating from the start. Constant problems. Couldn't switch account over to a new name. Now can't even cancel it. Website keeps saying "oops something went wrong". Don't patronize me with your little comments. Sort it out
Stay Away From BELONG
Switched from Telstra to Belong for Broadband in late Jan 2020. I was advised by the salesmen that they use the same infrastructure and are essentially the same company. He lied - I have had nothing but problems with my broadband ever since. Either the service is extremely slow or there is no service at all. At first they blamed it on the bushfires and now on COVID19. I was supposed to migrate over to NBN on the 24th of April but even that didn't happen. There is nobody staffing their call centres and there online support seems to have disappea...red as well. They have advised me that a technician will be coming to my house however nobody came. They advised me that they tried calling me on my mobile however there are no missed calls. They have asked me for a preferred time to call me back and then still not called me. There app doesnt work either. They keep debiting my account however - that system seems to work fine. There are dozens of internet providers in the market. Most still have support staff operating. In today's market there is no room for companies like Belong to exist. I cant think of any organisation that has been worse to deal with and caused so much stress. At a time where service providers need to step up and support their customers, Belong has gone the opposite way and used this pandemic as an opportunity to gouge customers while not provide a service. Disgusting.
Avoid at all costs, run for your life.
Connected a month ago already having technical difficulties no internet for a week. Called them but call centre is closed. Requested a technical support call online no answer so requested a second technical support call online.
They have the time to cancel one of my requested and send me an email to say so but not call me. Oh and the still auto drew the monthly Bill today even thought it has not worked for a week.
All the mean while playing for a service I am not receiving, and for God knows how long I won't receive.
Support help line is closed
No.internet isolated working f/t from home. I called the support line and received message the support line is offshore and closed due to covid.Emailed the support page received a response advising it may take 10 days for a response.
They don't care as long as they get paid
My contract with belong is nearly over and can't come any sooner. If you want to pay for a month's use and only get a week solid connection then belong is for you. Don't get stuck with them like me.
- NBN 50 (Standard Plus)
- Verified customer
File your complaint with the Ombudsman
If you're feeling as hopeless and trapped with Belong as I do, please file a complaint with the Ombudsman at https://www.tio.com.au/. The more complaints we pile up, the sooner we can dissolve this company. Ill be back here regularly to continue my cause.
Entering week 6 of no internet service with them tomorrow. Countless attempts from their staff have failed, as well as a new modem. Im actually perfectly connected to the NBN. The issue is Belong.
They threatened the $240 cancellation fee me everytime i say enough is enough, please release...my contract. The staff are taught to trap you and fee you, and that its. That said, one staff member actually leveled with me and agreed their company is terrible. Its not his fault. He was a nice guy and felt embarrassed to work there, and it makes you feel embarrassed to be a customer. The best example I have is my modem internet light has been flashing, thus not connected, yet staff suggested i run a speed test... Its an awful feeling to know the person helping you knows less about networking than you do. Please go under and dissolve.
Excellent Value For Money
Looks it's no-frills but we were sick of getting ripped off by telstra and being told our street was a 'black spot' We switched to belong and wow we got internet. Installation was easy and we haven't had any major issues. I have had it with and without NBN and still working well. If you want something cost-effective and budget-friendly this is the way to go!
- Verified customer
NO INTERNET SINCE 15/4/2020
We have had no internet since the 15/4/2020. We have sent multiple emails and Facebook messages and no one is helping rectify this issue. This is quite distressing as we have 3 people working from home. We risk losing our jobs as we cannot get work done with no internet.
Belong keeps saying to send them emails when they respond to reviews on this website but emails being sent to Belong are not being responded to?? Do not recommend this service provider.
Don't even bother
I've been trying to cancel my service as I've chosen another provider however when I put forward my request to cancel (several times), 'oops something went wrong, please try again later'. There is no option to speak to anyone or to email the company which is completely ridiculous. At the moment their main priority is to 'give service to those who do not have a connection'.
They are happily taking money from my account with no option to cancel my service. I would appreciate if Belong can contact me to rectify this issue. I have been charged for two billings the past two months with no option to cancel my service.
Great in start but than became hopeless
5 years ago when I initially signed up it was absolutely fabulous...just like when you buy a new car but with passage of time ...the true colours staring to reveal ...
Belong has lost its identity & should change its name from “Belong” to “Lost” as that’s how they made my experience with them....
No correspondence via email and customer service is hopeless :(
I commenced a broadband plan with Belong a week ago. Very quick to send out my modem which was great however it has gone downhill from here.
I am unable to get my wifi to connect work despite having all appropriate NBN connections. Have attempted all recommended trouble shooting instructions with no success.
The customer hotline is down ‘due to COVID’ therefore I have submitted a contact request form... To then be informed it may take up to 10 days to get a response. So I am paying for a service that doesn’t work and I am unable to get any help. The customer service with Belong Broadband has been nothing but a negative experience thus far. Wish me luck.
Very very annoyed customer. .been 5 weeks with no Internet. No customer service...100% not happy..no assistance
I've had trouble for a while now
Company not helping with my problem. ..cannot do anything...have had Netflix for six mths & cannot get full usage as my Internet works cpl times a month...poor service & o technical help....not a happy customer. ...5 weeks no Internet
The worst organisation I have ever dealt with.
Belong is the worst organisation I have ever dealt with.
It started when they sent my modem to Queensland instead of Victoria somehow, and Belong only discovered this when I called them up and said that I still did not have my modem (there was no delivery confirmation of any kind).
I have had constant drop outs that prevent me from using the internet for hours at a time.
I sent in this issue on 6/4. I received an email a week later asking for photos of my setup, which I sent through. I then had no contact about resolving the issue, so I sent...a follow up email and said that I would be changing services as soon as I could. THIS prompted a phone call (finally) and the only question they wanted to ask was if I would continue with your service. I said I just wanted them to fix my issue and I had not shopped around yet. They then said my issue had to be sent to their ADSL team, because it was currently with the NBN team (I have no idea how they stuffed that up given theh know the service I pay for and I sent them photos of the setup). Apparently this could not be done on that same phone call, and now I am waiting to hear back again.
Appalling customer service.
Absolutely appalling service, nothing but problems from getting connected (Despite the physical connection being completed 3 months prior) through to changing the address on my account.
Everystep of the way they make promises and excuses and not a single person can pick up your problem understand it and follow it through. Unbelievable.
After being promised a refund for the 3 months we didn't have internet. it took numerous half hour conservations to get any sort of credit.
The internet has been on and off and is extremely unreliable. Due to COVID-19, their call centre is closed, which is annoying but what is even more annoying is that they take 2 weeks to reply to you or even get back to you. Please look for a different provider, these guys are extremely unreliable. Don't expect to get any credit for the outage either. They're getting free money for a service that BARELY works!
Questions & Answers
I have requested moving my belong service on 7th April, I got the SMS saying connecting date is 28th April, and I should wait for the activation SMS then connect my modem. It's already 3 days late and no SMS. No call center working, no any other number I can call to really TALK to someone in belong to fix my problem. And all the support page in belongs website is not really helpful, more interestingly, belong didn't forget to charge me for the new service monthly fee, I don't even have connection!! I mean, I know it's due to covid19, but when your promised connection due date has come and you didn't do anything, at least sent another SMS to tell your customer what's going on and how long they have to wait more? I'm in the dark here!
You definitely are in the dark Xiaotong and sorry we haven't given you any updates on what's happening. If you jump onto your account, it will give you a rundown of how the move is going.
If this is still showing that the connection date is the 28th, then contact us here: https://www.belong.com.au/support and we'll get back to you as soon as we can. -Viktor
I got the activation SMS after writing that review. And your link doesn't really work according to my situation. Viktor. The new situation is when I plug my modem, it's not working, only power and wifi lights were on, sync and internet lights were off. I haven't pay my monthly fee yet, since I didn't get any service from belong. Now I have two questions.
First one is did belong sent me a new modem for the new house? Because the reason I'm using my old one is that i haven't received anything yet. Maybe I should use the new modem, old one doesn't work in the area I moved in.
Second is since I didn't get any service from belong, how much is the cost to cancel my contract, I don't want to wait for another week unless it doesn't get solved soon.
if you really want to solve customer 's problems, please start with asking useful questions to keep things moving forward, instead of stalling the time.
I'm sad to hear you're having a rough time. If you flick us a message here: by selecting the 'Help' button, we'll be able to answer any question you have. Chat soon. -Shaun
How about Instead of wasting time protecting your image get off this site and reply to the real emails in your belong inbox and solve people's problems?!
Hi Cys80. We’re working really hard to respond to all our customers messages, as we aim to resolve any issues as soon as we can. Due to COVID-19, some of our teams are unable to work so support is taking longer than usual. If you need urgent help you can contact us here: https://www.belong.com.au/support. Take care. -Shaun
How can I cancel my Service?? I have been trying since week ago and got the same problem that everyone, the help button send me to a page that doesn't work, I'll ring my bank to block Belong direct debiting, I took screenshots as proofs in case they are trying to cheat us, Sorry but I'm no going to give you 1 cent more. Just in case will make a complaint with the ombudsman as this behavior looks weird. Johan S.
Sorry, it's been tough getting a hold of us, Johan. The help button you click should open up a separate window, which then gives you the option to get in touch with us.
Can you try doing that here: and then we'll reply to you and have everything sorted. -Viktor
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