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NBN 50 (Standard Plus), NBN 25 (Starter), NBN 100 (Premium)Reviewer Photos & Videos
Didnt even get off the ground
After a week of having instigated my service with Belong, they had still not shipped the router. I asked further about what the delay was, and they just said there was an "IT issue" and that there were delays. I pushed for more specifics about what type of delays, and i was simply told that "it will be 5-7 business days from when shipped"
I again, pushed for how long it will be until it would be shipped which they avoided answering. After reading other reviews here, it became clear that they are obviously having a huge problem with sourcing their modems. I immediately demanded a full refund and to their credit, they complied without question as i didnt know how long i would have to wait.
1 comment
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Kate.O
- 2 reviews
- NBN 100 (Premium)
- Verified customer
Really disappointed
When I first signed up to belong several months ago I was extremely happy. My modem arrived quickly and customer service where extremely helpful when I was having trouble setting my modem up and for the next few months I only experienced one or two dropouts (which I didn’t mind, no technology is perfect). But over the past month, it has been shocking. Constant drop outs and super slow speeds. I’m paying (apparently) for top speed but I’m getting nothing but a dribble And that’s if it works at all. I work from home and have to make regular zoom ...Read more
calls to clients. I’ve had to hotspot my phone to be able to do this and the excess data charges I’m now having to pay are ridiculous. No one to answer the phone when I try to call for assistance and your messenger just gives me general troubleshooting which can be found on the website (which I’ve already tried). Really disappointed belong, other services like Telstra Or Optus have their employees working from home but still have an adequate customer support system in place. You’re happy to take my money each month but not happy enough apparently to provide me with what I’m paying for.1 comment
BelongBelong
Sorry, we haven't been there to help out when you need it the most Kate. With everything that's been going on, we had to close out call centres and do everything digitally, but that shouldn't be stopp... Read more
ing us from helping you out. If you did get in touch by messenger, then we'll send a reply as soon as we can and the auto troubleshooting steps are there to get the ball moving until we get back to you. We just switched messenger back on, so can you try sending us another one here: https://m.me/BelongAU and we'll get back to you as soon as possible. -ViktorSimilar opinion? Write a review on ieatwords.com.au!
DominicMetropolitan Adelaide, SA
Horrible
Connection is consistently so slow it's unusable - I tether off my phone.
Currently service has dropped out completely - can no longer use TV.
No way to contact anyone. I'll change provider asap.
1 comment
BelongBelong
Slow speeds are not what we want, it sounds like we need to take a look at what's going on at your address Dominic. You can send us a message here: or reach out to us via... Read more
Facebook or Twitter, we'll sort out what's causing your troubles. We're online and ready to help! -RhysSimilar opinion? Write a review on ieatwords.com.au!
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Monash H.Launceston, TAS
- 3 reviews
Can't Upgrade from 50 Standard to 100 Premium - Madness
We have 3 Belong Accounts across our Businesses. We required one plan to move from Standard 50 to Premium 100. Can't be done, unless we pay the balance of the contract period for the Standard Plan. But we are happy to keep the same contract period just pay more money. Can't be done.
Just when you think Belong are an ok company and that they have managed to avoid the mistakes made by their owners Telstra, you realise they are still bound by antiquated and inflexible systems that hinder their ability to deliver what the customers needs. Disappointed. Am no longer able to recommend.
2 comments
BelongBelong
Thanks for letting us know what's happened here, Monash. We aim to be open and honest with our customers - so I'm sad to hear you're having a rough time switching plans. Good news, depending on your n... Read more
bn technology type, we should be able to change your service from our Standard Plus Plan to our Premium plan without any extra charges. If you flick us a message here: https://belong.com.au/contact or reach out to us via Facebook or Twitter, we'll be able to sort out what's going on. Take care. -ShaunTicket 163889
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Worst service ever
Continuous internet dropouts and poor speed constantly. My internet went out all day about a month ago and it took 3 days to receive a response. The internet has been out for the past 3 hours now and the belong website there are no outages in the area, although it said it last time too but the tech who called 3 days later said there was. Get your act together belong! Just FYI I work from home for a company and take customer service calls for work with no issues. You can do the same. Don’t use COVID as an excuse for your poor customer service.
2 comments
BelongBelong
Drops outs are the worst and thanks for letting us know. We'll find out what's going on & make sure you're looked after ASAP. To get us started, can you please send us a message here: https://m.me/Be... Read more
longAU and we'll get back to you to have this sorted. -ViktorIt’s been three hours since I sent a message to the link you sent. I picked up the same from another upset commenter earlier. Still no reply. Thanks for the quick response! Meanwhile internet is still... Read more
out going on 5-6hrs. Btw your app says there are no reported outages in my area. Get your act together!Similar opinion? Write a review on ieatwords.com.au!
Jack RosherPeel, WA
Are Belong going out of business?
3 Months ago, I was asked to transfer to Belong from Moose; (it's a family thing). I got nowhere. I'm still with Moose who are terrific. I've written email after email with responses from a different signatory, but NO Solution. Last but one communication was from a Manager who PROMISED to solve the problem./ Now I get an email telling me that Belong has "closed the case' They have even closed their phone line. My advice is not to go anywhere near this disaster of a Company
1 comment
BelongBelong
Wish we could've ported you over Jack, we're sad to hear it's been such a tricky process for you so far!
If you're willing to give us one last crack flick us a message here --> https://m.me/BelongAU. ... Read more
Similar opinion? Write a review on ieatwords.com.au!
Awful experience
It shouldnt take more than a week to get the internet. Ordered on 21/05/20. I'm still waiting on the modem (still haven't got a tracking number for it so it still hasn't been sent. When I said I'd like to cancel because the service is too slow they told me I still have to wait for a modem to arrive and then Ill have to pay $240 for cancelling an order I never got to use! I'm livid. Still don't have internet. Now its the weekend so I'll be paying massive amounts for mobile data for a few more days. Why cant you guys just be honest from the start about what you can and can't deliver on. I could have saved myself the stress and money and gone with someone else.
3 comments
BelongBelong
Hi Naomi. We aim to be open and honest with our customers, resolving any issues ASAP - so I'm sad to hear we haven't live up to our own standards. If you'd like us to take a deeper look at what's happ... Read more
ened here and find out where your modem is, you can reach us via social media or by flicking us a message here: https://belong.com.au/contact. We're online and ready to help. Take care.I have already been messaging back and forth with your team. All I get is vague and empty responses. Nobody seems to be able to get to the bottom of why my modem hasn't been sent out yet
I have offered to pick up the modem to save all the waiting but this doesn't seem to be an option. I don't see why I should have to pay a cancellation fee due to your incompetence.
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Denise P.South East Queensland, QLD
Bad bad bad
Drops outs and more drop outs. It has been so frustrating. The staff were helpful but it was hard to get through with long waiting times. I pulled out after 4 months
1 comment
BelongBelong
I'm sad to hear you had a rough time getting in contact with us, Denise. Due to COVID-19 our call centres have been closed. But good news, we're online and ready to help. If our customers need to cont... Read more
act us, they can reach out to us via social media or by flicking us a message here: https://m.me/BelongAU. We're working really hard & we'll reply ASAP. If you ever decide to give us a second chance, we'd love to have you rejoin the Belong family. Take care. -ShaunSimilar opinion? Write a review on ieatwords.com.au!
EllieCentral Highlands and Goldfields, VIC
Continued dropouts
For the first 6 months I had belong NBN I was satisfied and happy with the service I was getting. For the past 4 months however, I am constantly having dropouts multiple times a day, the most I've actually counted is around 10 in one hour. I contacted belong and they provided great customer service over the phone and improved the problem, I was still getting dropouts every couple of days, but only for a few seconds. However after 2 weeks, I was getting dropouts daily again and I had no internet for 2 days (I think possibly to a power outage in...Read more
my area and having to reset the modem?..). When I went to contact belong the call centre was closed due to covid19 and I couldn't find anywhere to even email them, I had already tried all the troubleshooting they suggest on their website. Long story short, I will be changing internet providers due to the fact I feel like I'm paying for a service that I can barely use some days. All I can think of is in the time the call centre was shut down, I hope others weren't having the same issues as I was if they were having to work from home or home schooling their children, as I feel in these past few months internet has been an ESSENTIAL service for a lot of our community.1 comment
BelongBelong
We’re really chuffed that you chose Belong, Ellie. And we’re disappointed to hear that you’ve not felt supported during these challenging times. We aim to always be available for our customers, and CO... Read more
VID did present some challenges to our support. Our team are now working online from home, and are ready to help get you back up and running. We’re really keen to make sure your service is working for you. If you send us a DM here https://m.me/BelongAU we can investigate your account further to see why it’s been so unreliable. -HannahSimilar opinion? Write a review on ieatwords.com.au!
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JakePerth, WA
- 2 reviews
No modem, no connection, no help
Signed up for belong weeks ago, haven't recieved a modem.. no way to contact them to find out when or if it is coming or if the internet is connected.. basically the same as alot of people on here it seems, absolutely terrible service.. do yourself a favour and buy your own modem and go with a reputable company..
2 comments
BelongBelong
Hi Jake, although you can't call us, you can still get in touch with us through our website or any of our social accounts (Facebook, Insta etc.). We're online now and ready to help!
There were some d... Read more
elays with modem deliveries but our delivery partner has been working hard to get packages out so your modem should arrive soon :)The fact that there is a real response on here and not through the website is interesting. All we got back from the website/email was a msg saying your call centers are down and that your delivery par... Read more
tner is having problems.. no time frame for delivery or way to track package, is there anyway of finding this information out? We are going to buy our own modem and try get it to work because we can not be sure you will deliver what we have signed up for any time soon. I'm just upset we are stuck with this company for 12 monthsSimilar opinion? Write a review on ieatwords.com.au!
ArtSouth East Queensland, QLD
- 2 reviews
Two month update on Belong NBN FTTN
So far, I have remained happy with my NBN service. I will post an update if this changes.
My internet speed has been consistent and the few dropouts I had resolved quickly.
I have experienced a dropout a few days ago but my best estimate is that it reconnected in about a minute. About two weeks ago I had a few consecutive dropouts a few minutes apart - I turned the modem off/on and that resolved the problem.
I am not that far from the NBN node - 300 metres tops. I've two additional phone outlets in my house that probably degrades my VDSL sign...Read more
al and will probably address them sometime in the near future. I also bridge my modem to a separate router as I have always found this to have the best performance and reliability - did this with all my past internet services. I have never needed to call Belong for any assistance so I cannot comment on their customer service.1 comment
BelongBelong
Hi Art. Thanks for being a part of the Belong family - it's great to have you on board. We're glad to hear your service is running smoothly, except for the odd dropout. If you'd like us to investigate... Read more
what's causing that, you can always reach out to us via Facebook, Twitter or you can flick us a message here: https://belong.com.au/contact. Our team is online and ready to help! Otherwise, enjoy surfing the web and staying connected. Take care. -ShaunSimilar opinion? Write a review on ieatwords.com.au!
SanchezSouth East Queensland, QLD
One month without internet and without help
Since all the covid started me and some of my flatmates have to work from home. But since last month our connection is not working at all, support team has contact me some times but they dont do nothing. So finally im paying for a month without any service. This is incredible. Horrible service. Horrible customer attention. Chooso another company if you need good qualit.
1 comment
BelongBelong
There have been some delays with our responses lately but it shouldn't take over a month to get back online, how frustrating for you and your housemates :(
If you've already sent us a message through... Read more
the 'help' button on our contact us page, please send us another message with your reference number here-->https://m.me/BelongAU. That way we can track down your ticket and make sure you're getting the help you need. -LexiSimilar opinion? Write a review on ieatwords.com.au!
JamalPerth, WA
Continued to bill me but fail to have the service up and running.
Hi
I had no internet connections for the last 5 weeks. I have lodge more than 10 requests via your web form but I am ye to get any call back or any response from you. I have also contacted NBN and explained the problem, they help me to troubleshoot and diagnosed the issue and told to contact you and let you know that you need to get in touch with them to requests service restoration because the optic or fiber is diconnected from main box..
I am completely dispointed that you did not provide the service but still managed to debt my account the monthly fees.
1 comment
BelongBelong
That's a long time to wait for Jamal and sorry you had to get answers from NBN, rather than us. So we can book that appointment in for you, can you get in touch with us here: https://belong.com.au/con... Read more
tact-us. Or if you have Facebook, you can contact us here:https://m.me/BelongAU. We'll then get back to you a soon as we can and get that appointment booked in. -ViktorSimilar opinion? Write a review on ieatwords.com.au!
Simon G.Mid North Coast, NSW
- NBN 50 (Standard Plus)
- Verified customer
Want customer service that's slower than sending a letter via Australia Post? Choose Belong!
My dissatisfaction is simple, their customer support during the Covid-19 crisis is the worst I have ever experienced. I can almost understand the rationale of removing phone support but to have no form of live internet chat in 2020 is inexcusable.
Let me give you a practical example. I live in the Coffs Harbour region, that's more than 600 kilometres from Sydney. It took over 12 days to finally get a customer support callback to help resolve my problem from Belong. It would have taken less time for me to walk to Sydney, stay the night, then wa...Read more
lk home! I switched from Belong to TPG in the hope that my constant dropout would cease. On the first day of my new TPG service, I suffered a prolonged internet dropout. I called the TPG support line and they determined my dropout were caused by a fault in the line between my home and the node. That same day they organised for an NBN technician to come out to my home to repair the fault, this took place two days later. The NBN technician found and fixed the fault within 30 minutes, I have not suffered from a single dropout since. I had been a customer of Belong since October 2022 and I have called about the constant dropouts more than once. In all that time the fault was never diagnosed as being with the phone line. TPG diagnosed and repaired the fault within the first 3 days of being a customer. I honestly cannot find one single redeeming feature of Belong, not even the price since TPG are exactly the same price. I think it's time they take my feedback (and that of THOUSANDS of dissatisfied customers) seriously.2 comments
BelongBelong
Thanks for taking the time to let us know what's happened here, Simon. We really appreciate your feedback as it's important with helping us improve. I've let the right people know about this, to see w... Read more
hat we can do to improve how our customers can get in contact with us. We always aim to be open and honest, resolving any issues ASAP - so it's disappointing to hear we've not lived up to our own standards. Due to COVID-19, some of our teams are unable to work. Good news, we're are online and ready to help! If our customers need help or have any questions, they can contact us here: https://www.belong.com.au/support. We’ll reply ASAP. Take care. -ShaunIf the speed of your current service were as fast as your replies to these reviews I wouldn't be here complaining! Not sure if you read my review properly, let me be clear; it took 12 DAYS from the po... Read more
int of me making contact (via email of course since that's the only option) to get a customer support person to help me with my problem. Even then, my problem wasn't properly diagnosed and rectified (TPG diagnosed the fault being with the phone line and it was fixed by an NBN technician 2 days later). I'm sorry to hear you that it's "disappointing to hear we've not lived up to our own standards". It's obvious from my own experience that your standards are far lower than every other ISP in the country. Belong is a telecommunications company, communication should be at the very top of your service priorities. ASAP should be with the day contact, no within 2 weeks.Similar opinion? Write a review on ieatwords.com.au!
DON'T DO IT!!!!!!! Worst Support ever!!!!!!!!!!!
This ISP changed my connection to CGNAT in February 2020 without consulting me.
As a result I only maintain a secure connection for approximately 2 seconds then get booted from the online service I access to manage my home based business, as a result I have to use a Telstra Phone and tether to continue trading.
Belong have not addressed my problem.
Their tech support do not know what they are doing.
This problem has persisted for three months and I have exhausted all my points of contact including their formal complaints email address within their organisation.
3 comments
PS I had been a happy Belong Client since 2016, it all fell in a major heap when CGNAT was forced upon me, a number of requests to Opt out of CGNAT were placed by phone and email their help desk usual... Read more
ly phones about 2 weeks after contact is made (but its been a month since last contact) and their tech team cant seem to get it right.BelongBelong
Hi Jase. I'm sad to hear you're having a rough time getting this issue sorted. If you flick us a message here: we'll investigate what's going on, and raise the issue w... Read more
ith the right people to get the problem fixed ASAP. Take care. -ShaunHi Shaun, Since when did belong start responding via their contact us? I have been trying to get this resolved for three months and have had extremely poor experience, The Belong staff were all very n... Read more
ice an apologetic but did not understand the principles of ISP authentication through my connection. I spoke with your opposition last week, placed an order on Thursday their router has arrived, I have plugged it in and I am connected via their service to the NBN without CGNAT and now able to run my business without having to rely on my mobile hot spot - too little too late from Belong, you guys used to decent back in 2016 so sad to see that it has deteriorated so far.Similar opinion? Write a review on ieatwords.com.au!
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SuzanneMid West, WA
Not happy
Signed up to belong about 3 months ago I was told they would deal with all the disconnection/connection but didn't. I've ended up with a bill for $198.00 from my past provider because someone didn't do their job as promised. I contacted belong to get a copy of the disconnection order but still waiting.
1 comment
BelongBelong
Sounds like there's been a misunderstanding somewhere along the line :( Although we can take over a line that was previously in use by another provider that won't always cancel the other provider's se... Read more
rvice fully, you would have to double-check that with them :( If you've already sent us a message about this and received a reference number and a response time frame we will get back to you asap. If you didn't please head to our contact us page and click the 'help' button to get through to our support teams.Similar opinion? Write a review on ieatwords.com.au!
DebbiePerth, WA
- 2 reviews
Disgusting Customer "service" and dishonest company.
Signed up for an NBN plan, they 'gave' me a sim card with $80 on it. Their representatives said this sim would not cost us anything. Now I see they attached a mobile subscription to my account and have been charging me for this sim card and data for it. When I queried this and asked them to cancel the subscription and refund me, as I had never signed up for it, they have refused.
Absolutely dishonest company. Stay away.
2 comments
BelongBelong
Hi Debbie! It's just a prepaid SIM with $80 bucks on it, so depending on which plan you signed up with determines how long it lasts for free. For example, if you chose the $10 plan then it's going to ... Read more
last you eight months. Sorry if that wasn't super clear... We'd be more than happy to consider a refund if you haven't been using it, just submit a request here: www.belong.com.au/contact and we'll go from there. Thanks :) -DionHi Dion,
I have put through multiple requests for a refund. I have been told they can see the balance sitting on the sim but they are unwilling to refund me. In fact, Belong is only suggesting a refu... Read more
nd on online public platforms but when I submit requests via my Belong account I am told that a refund will not be considered under any terms.Similar opinion? Write a review on ieatwords.com.au!
Very poor Standard Company
This is the worst company I have dealt with. They take your order for broadband and then its just wait. no feedback on why delays, We have been waiting now for one month with their standard email sorry we will text you when order sent BUT no date when . Is it going to be 2 months, 3 months. (absolutely no call centre at all even though the majority now have some contact through home operators,after all they are a telecommunications company,surely a few workers can take calls from home or is everyone still out on the government paid $750 week to do nothing.
Come on your company needs to do better.much better
3 comments
BelongBelong
One month is ages, it sounds like there are some pretty major delays with your order :( We'd be happy to get you a more in-depth update on what's going on, just flick us a message through the 'help' b... Read more
utton on our contact us page here -->https://belong.com.au/contact-us We did have to close our call centres due to COVID-19 isolation and social distancing restrictions but hopefully after they loosen we can get our call centres back online :) -LexiI have sent an email through my belong portal again with your name, ill let ever know if your above response is acted upon
This is the response that belong have given me again after lexi from belong above suggested that one month wait was extraordinary and to contact them again.
Here is the response.
We do really apolog... Read more
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BruceSydney, NSW
- 2 reviews
WORST ISP - Belong are not happy until you're not happy!
Belong cancelled my ADSL service without warning on the evening of March 9th.
After troubleshooting the issues for a day and a half over chat and phone, I was told that it had been disconnected because I was to move to NBN. There was no warning this would happen, and no communication to say that I should move to NBN.
Frustrated because I work from home, I asked if the ADSL service could be resumed while the NBN install is processed, but was told this is not possible.
I started the NBN sign up process with the person I was transferred to and ...Read more
2 comments
BelongBelong
Hi Bruce. Thanks for taking the time to let us know what's happened here, as your feedback is important with helping us improve. We always aim to be open, honest and clear with our customers. As nbn i... Read more
s rolled out, ADSL services are gradually being replaced. You should have received a message from both Belong and nbn, to keep you in the loop with what was going on - so I'm disappointing to hear that this wasn't properly communicated with you. I'm glad Aussie Broadband was able to get your service up and running, as we know that a solid home internet connection is more important now than ever. If you ever decide to give us a second chance, we'd love for you to join the Belong family. We appreciate any and all feedback, so if you'd like to talk more about your experience, you can get in touch with us here: https://belong.com.au/contact-us. Take care. -ShaunAppreciate the sentiment Shaun, but given the numbers of times I had to call in for an update, the number of people at belong I spoke to, the complete lack of ownership and capability; and the fact th... Read more
at in 21 days nothing was done, not a single thing, no progress whatsoever, it is very hard to believe that belong have a policy of being open, honest or clear with customers. Terrible communication notwithstanding, I would have settled for "barley competent" however this was seemingly a standard to high.Similar opinion? Write a review on ieatwords.com.au!
RajeshGreater Melbourne (Metropolitan), VIC
- 2 reviews
Payment details update
Starting of this covid19, my friend went to another house so she transfer the internet bill at my name. But I didn’t access to my account, one person called me and she said she would follow up for my account detail. But she never did, I tried hundred time to call their CS and email them more than 10 times but I didn’t get reply back. Now they said my account is canceled. And I’ve no internet at my house and also want to update my account details
1 comment
BelongBelong
When switching over an account Rajesh, our transfers team should have given you and your friend a call to have the account switched over. If this wasn't done, then the account most likely still isn't ... Read more
in your name. So we can find out whats going on, get you connected and have the account in your name, can you send us a message here: https://www.belong.com.au/contact-us and click on the blue 'Help' icon. From there you'll be able to get in touch with our support team who will get back to you as soon as they can. -ViktorSimilar opinion? Write a review on ieatwords.com.au!
The reviewer stated that an incentive was offered for this review
Questions & Answers
Yvone C.asked
hi just wondering what number to call, my nbn is not working at all.. since march 28. until now my internet is not working . i called the customer service they are closed due to the convid 19. pls help.
1 answer
BelongBelong
Hi Yvone. You can contact us here: https://www.belong.com.au/support. We’re working really hard & we’ll reply as soon as we can. Take care. -Shaun
nette.fletch123asked
Hi,
Our internet has been extremely slow for over a week and we cannot work from home which we have been forced to do. Belong reports there is no outage in our area.
Why can this not be fixed? We understand that there are workers affected by covid 19 but we cannot get any access to belong either online or by mobile phone which is causing much stress and the onset of renewed medical problems which is frightening.
We just want our internet speeds back to normal or we will lose our jobs as we cannot even contact our bosses at work.
Please please sort this problem for us as our health is suffering and as we are in our 60's we are very anxious and worried we will both lose our jobs which we simply cannot afford.
Please get back to us as soon as you possibly can. We are desperate to get our internet working effectively again.
Thanking you,
Kind regards
Jeanette F.
3 answers
I had a similar problem. I just upgraded my plan to the premium evening speeds and all is fixed!
After discussing which pack would best suit our needs, we were advised by Belong that the starter pack was more than adequate for our needs and has been working fine for the last 5 months up until recently when the speed has dropped to almost non usable.
We are not sharing usage with anyone else and only one of us ever uses the internet at any one time usually just for surfing the net or emails.
We are paying for a service which no longer provides the service it had been providing and unfortunately we are not in a financial position to be able to upgrade to the premium service and have been advised we should not be forced to upgrade to the premium package to have our speed reinforced.
We trust Belong will correct this problem as speedily as possible without feeling like we're being held to ransom and pressured to pay for a premium package we can ill afford.
BelongBelong
Hi Nette. We know that a solid home internet connection is more important now than ever. We don't expect customers to need to upgrade their plans in order to get the same service they were getting before either.
Please, contact us here: https://www.belong.com.au/support so we can follow up and get on this ASAP.
We’re working really hard & we’ll reply as soon as we can. Take care. -Taylor
Daria W.asked
Hi there! I got my modem on Monday and I’m still waiting for my activation text - it was supposed to be latest today. I need internet desperately for an income.
8 answers
What an absolute joke this company is you reckon you've been waiting 2 days I have been waiting nearly 60 days they are an absolute joke full of promises navigate back to you
What’s your situation Allan?
We could potentially go to fair trade if they’re not providing services they’ve agreed to
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BelongBelong
Thanks for reaching out and letting us know what's happened here. We aim to be open and honest with our customers - so it's disappointing to hear we didn't fully explain why there was a delay with you... Read more
r modem. If you'd like to talk more about your experience, you can always reach out to us here: https://belong.com.au/contact or flicking us a message via Facebook or Twitter. Take care. -Shaun