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118 questions from our users
Alex S.asked
Why belong has such a terrible service?
I called to Belong at 16:45 on 1 June 2020. The customer representative didn't saw say his name (Indian accent). The guy said what they can offer and was in rush to get my banks details. He met all questions very irritable. I asked the type of the modem they sell for $79 and my question was met very frustrated the guy asked me: "why is it matter?"... The last my question was: "can you sent the contract to my email?" And the belong representative hang up....
That is my initial experience with belong. Should you bother to deal with such service? It's up to you.
No answers
Chaithra S.asked
My internet connection has stopped working from past 3 days . I contacted BELONG and there’s been no response. I have purchased a data sim card just to use as a internet connection for my home. This is impacting our work. Kindly help us .this is the worst customer support
1 answer
BelongBelong
No internet for any amount of time is painful, we get you Chaithra. The best way to get help would be to reach out to us through the 'help' button on our contact us page here -->
Click the 'get in touch' button in the chat to send our technical support team a message so they can troubleshoot with you. You'll know you've successfully sent the message if you get an email response from us with a reference number and an estimated reply timeframe.
Keen to hear from you soon :) -Lexi
Kate Vasked
My nbn technician was meant to come between 8am and 12pm today and they never came. I have been sitting at home with the front door open and I even have a massive note on my garage door saying where to enter the house. What is going on
3 answers
BelongBelong
Sometimes the technicians don't need to come into the house and can get everything done outside. Other times, they may have to cancel the appointment and let us know, so we can pass that on to you.
So we can find out what's going on Kate, get in touch with us here: by clicking on the blue 'help' button. That will let you send us a message and we'll find out what's happened. -Viktor
I’ve already done that and am waiting a reply. I want to know what’s going on urgently.
BelongBelong
That's great you've already sent one in Kate and it's the best way to get in touch with us. With everything going on, there are some delays in our replies, but we will get to you and have everything sorted for you. -Viktor
Cindy Gasked
Hey Belong, your facebook page is hammered by people complaining nobody can get through and the support link is broken, phone is disconnected, nobody answering messages or emails. My daughter is paying for internet you cannot provide and there are a few thousand people commenting the same. Children need home schooling, if you can not provide how can you take these customers money??? Please contact me and all the other thousands of people on your facebook page!!!!
The next step i will be reporting you to the ombudsman
3 answers
BelongBelong
Thanks for reaching out, Cindy. We understand that a solid internet connection is more important than ever right now, so we're sorry to hear that your daughter is without one at the moment. Due to COVID-19, a fair few of our support teams have been unable to work, which is why we're taking a little longer than usual to respond.
Rest assured that our teams are working hard to get back to everyone and will get back to your daughter as soon as they can. If you haven't already, please hop onto this link: and click on the blue 'Help' icon. From there you'll be able to get in touch with our support team who will help out as soon as they can. Take care. -Monique
She already did that if you can answer here why cant you just call her and get it sorted
Im getting same responses Cindy and they just dont care
Xiaotong W.asked
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!
8 answers
BelongBelong
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.
BelongBelong
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
Cys80asked
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?!
1 answer
BelongBelong
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
Johan Sebastianasked
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.
1 answer
BelongBelong
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
Camilleasked
Hello, I've been trying to cancel my service from 15th April as I have moved home and don't want to move the service to my new place.l, Blbut the HELP button ISN'T LOCATABLE! It says it is at the bottom of the page but it isn't (I've tried through mobile and desktop). I am unable to contact you through call and I have sent and enquiry which I haven't received a response from. I don't want to be paying the next bill for the service because I'm not using it. I know it's a busy time but if you move your support as online, there needs to be a reliable system that can do all of this. It's very frustrating. How am I going to cancel the service and will I get refunded for the days where I didn't use it??
3 answers
BelongBelong
Hi Camille, I'm sad to hear that the help button is causing trouble. If it's acting up, you can always send us a private message via Facebook. We're working really hard to respond to everyone, but just a heads up it can take up to eight days to get a reply. Your best option, if you're willing to give it another go, is the 'Help' button. Try this link: -Shaun
I just clicked that link and it said page cannot be found. I understand that it's busy but as I said if you expect customers to do everything online especially cancelling the service it shouldn't be that hard to do it.
I also tried the Facebook messenger and that service is also unavailable.
Litty C.asked
I would like to cancel my service. Your FAQ says that I need to press the "help?" button on the bottom of the screen however this appears to have been de-activated. I also cannot ring to call and ask you to cancel so I am posting this here as well as emailing your complaints email address to serve as my communication to cancel the service. I do not believe that I should be charged anything as I have not received my modem and the service has not been activated. Please confirm by writing and if no confirmation is received I will be lodging a further complaint with the ombudsman.
10 answers
BelongBelong
Hey Litty, we are working as hard as possible to keep things moving and get to everyone. Please use this link https://www.belong.com.au/support and press help on the right to get the ball rolling. Once you get in touch, we'll reply as soon as possible to get it all sorted. Take care. -Taylor
Hi Taylor, the function on your support website to submit a ticket seems to have been disabled. I know you're just a bot but when I eventually am able to hear from someone I would like to show that this is the currently the case.
BelongBelong
We're real here. Mind trying this link then pressing help under broadband? -Taylor
Cassandra D.asked
Belong I have been without internet close to a month now! You are still charging me without providing any internet service. I’ve contacted you on numerous times and you give some generic response which deliberately stalls an actual commitment to fix the issue. Including that a technician will contact me. I’ve received no contact from no technician at any stage. I need the internet for work and my children’s online education. When will a technician be contacting me to resolve the connection issues?
3 answers
BelongBelong
Hi Cassandra, sorry it's taking us a while to properly get back to your messages. We're running short on manpower at the moment (due to COVID-19) so it's taking us much longer than usual to resolve issues and update our customers.
That being said since you've already sent us some messages/emails I'm sure we'll get back to you soon as we're working as hard as we can to reply as fast as we can to all our messages.
Thank you for your patience! -Lexi
Thank you for your response Lexi but unfortunately this is the same rhetoric as the other responses I have previously received from Belong. This is not an acceptable response in effectively solving the issues I have raised.
As a matter of urgency I expect this matter to be escalated to your immediate supervisor so the matters can be properly resolved.
Don't hold your breath. They basically replied to me after 7 days asking "do you still need help with your connection" without even bothering addressing any of the requests or questions I asked (mind you the question I asked wasn't even that time-sensitive and they could have just addressed it right there and right then instead of not bothering with it at all and ask me to reply basically with the same questions.). it's beyond ridiculous even with COVID19 going on. Try TIO if you can't get it resolved with them. Plenty of other providers would give you proper service.
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
Riley W.asked
What do I do if I have a modem at my house but the person paying for the internet has moved out and I wanted to start paying for it under my name
1 answer
BelongBelong
Hey Riley, thanks for giving us a thought. You'll need to organise a transfer. Best way to this is to get in touch with us here: https://www.belong.com.au/support then click help and follow the prompts. We'll try to get back as soon as we can. -Taylor
Aneesa A.asked
helloHello my internet is totally off for the last 5 days. belong app is showing that there is an internet outage. Since then I have tried to contact service providers but no body is addressing my issue. Any suggestions how I can contact with belong service team?
3 answers
BelongBelong
Hey Aneesa. We know that a solid home internet & mobile phone connection is more important now than ever.
Due to COVID-19, some of our customer support teams are unable to work, the best way to get in touch with us is to follow the prompts here: https://www.belong.com.au/support .
We’re working really hard & we’ll reply soon as we can. Take care. -Taylor
Hello,
If you provide any suggestion why the syn and the internet light is not turning on on the modem. The power light and the wifi light has turned on after restarting the modem. I was wondering, if the modem has become faulty or is there a connection problem with the service?
Yours sincerely
Aneesa
BelongBelong
Hi Aneesa. If you flick us a message here: https://www.belong.com.au/support we'll investigate what's causing all this trouble with your service. Chat soon! -Shaun
Čeněk L.asked
Hi there. What I have to do if I missed the delivery with router. How can I ask for re-deliver? Thanks
2 answers
the only way to contact them at the moment is by email [email protected]
BelongBelong
Hi Cenek. If you've missed your delivery the modem will usually be taken to your nearest Post Office for pick up. You can check where it's at using your tracking link you received via text. Otherwise, you can contact us at https://www.belong.com.au/support.
We'll follow up and reply as soon as we can there. -Taylor
Mark Sasked
Been waiting for over two weeks for delivery of modem. We need internet at our house as none at moment and we are needing to work remotely. Can’t get in touch directly with belong to find out the issue or an ETA. I would even consider collecting it from them if only I could speak to some one. It’s been a very poor experience so far. If corona virus is at fault then let me know and offer some alternatives.
6 answers
I was emailing them [email protected] they take a while to respond and dont really give a straight answer but its contact
BelongBelong
Hi Mark. Due to COVID-19, some of our customer support teams are unable to work. So getting in touch may take a bit longer. If you need us to follow up 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. -Taylor
Hi Taylor
The link just goes to a page that says Error 404.
Can you ask someone to track and let me know when to expect our modem. We are self isolating and need internet to work.
Thanks
Ron A.asked
NBN is now in my area but because of covid 19 I can't get a response from belong in order to change over. How can I change from my Belong ADSL2+ to Belong NBN?
2 answers
Find s different provider of you can, their reception is terrible
BelongBelong
Hey Ron!
It's super easy to switch to the NBN - you can start here: https://www.belong.com.au/broadband/nbn-switch
If you need a hand, we're only a message away! :-) -Nat
2dogswoofasked
I want to know after speaking to Adam from belong via Messenger over 24 hours ago and being told I need tech support when they will contact me and how?
I signed up for belong 3 weeks ago and modem arrived....confirmed my connection was ready to go....had money debited from my account.
Plugged modem in on Monday and have tried everything. I am a Registered nurse and really need my internet with the Carona virus as I am waiting to work as a reponder from home.
Please let me know what is happening if you can't help do I need to Cancel service and go with Telstra or somthing???
3 answers
Hi their,
I have had the exact same issue and am working home from at the moment with little to no connection, emails taking minutes to send, etc.. extremely slow internet and the response if you get one will take weeks. I got a response to my email today after 11 days. I would suggest going with Telstra, I have tried every avenue and given them the chance to reply to a simple request. I would hate for the same to happen to you when you rely on the internet.
BelongBelong
Sorry for the wait guys :(
Quite a few of our customer support teams are unable to work due to COVID-19 which has meant it's taking much longer than usual to get back to our customers :(
We appreciate how patient you've been so far, and please know we're working as hard as we can to get back to all our messages + emails so I'm sure we'll be able to get the issues you're facing fixed up asap.
Take care. -Lexi
BelongBelong
Hi 2dogswoof. We'd hate to see you leave the Belong family. We’re working really hard & our tech support we’ll reply as soon as they can. In the meantime, the best place to get started is on our support page here: https://www.belong.com.au/support.
If you haven't already, Leon, flick us a message here: https://m.me/BelongAU and we'll investigate what's causing all this trouble with your connection.
Take care. -Shaun
Fuivai M.asked
I just started two days ago to the NBN as we discussed before and it works really well but the next morning next to the installing day I realize that you charged me for $130 for Service but I didn't inform about that service fee so I was Blindsided try to contacts all calling lines are closed due to the Current Situation. Any help?
1 answer
BelongBelong
Hi Fuivia. Yikes - it's never nice to be hit unexpectedly with a bill like that. If you flick us a message here: https://m.me/BelongAU We'll investigate what's caused this. -Shaun
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