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We’re doing our best to help in this difficult time

Well, COVID-19 has provided us – like everyone else – with plenty of challenges.
Two of our 5 values at Aussie are “Be good to people” and “no bullshit”. In the spirit of those, we’ve put together all the support we possibly can, whilst still enabling us to sustain our business.
We’re sure this list will evolve with the situation. If you have any questions, please ask us!

General Customer Support

All our customer support staff are based in Australia. Some of the team are working from home and others are working in our call centres.

Our queues can be longer than normal, so please be patient. Don’t forget that:

  • When queue times are long, you can choose a callback option so you can retain your place in the queue without needing to stay on the phone
  • Your MyAussie app or portal offers useful self-help options including setting up payment plans, checking usage, and testing your connection
  • You can find working from home tips, home wifi setup tips and more on our website help centre
  • Our network capacity

    The short version: our network is coping just fine. It’s already built to cope with high evening peaks, which are still much, much higher than daytime peaks.

    We are seeing 25% more use in the evenings (obviously there’s a lot of Netflixing going on out there). But thanks to the extra 40% of bandwidth recently provided by nbn™, and the large buffers we already had in our system, we have plenty of headroom. We continue to watch network capacity like a hawk.

    Don’t forget you can take a look at what our network is doing in your area via our daily bandwidth graphs on our website network centre. The graph will look something like this:

    If you’re a residential customer doing it tough:

    Service changes

    • If you are on a limited data nbn™ or ADSL plan, we are automatically providing you with unmetered data usage between 6am-6pm
    • If you are on a 12/1 speed plan, you can take up a free upgrade to 25/5 to help work from home if required – please call us to have this applied to your account

    Financial hardship
    Aussie Broadband’s normal range of financial hardship options apply, including:

    • Payment plans that can be set up at the touch of a button via the MyAussie app/portal, or via a call to our team
    • Downgrade to a lower cost plan at any time with no plan change fee
    • Spend controls and other options

    If your finances have been hit by COVID-19, we are also offering:

    • Extended payment plan terms
    • Waiving of any remaining contract fees if customers wish to cancel their service
    • Other options depending on individual circumstances

    Aussie Broadband is participating in nbn™’s program to provide broadband connections to low income families who have school age children and no current home internet.

    This program provides families with a free 25/5 connection for 6 months.

    Families must be nominated by their school or another program partner.

    Notes:

    You will need to speak to one of our Financial Hardship Officers about our COVID offers on 1300 880 905 (or, if you are unable to use the phone, please lodge a ticket via MyAussie). We may ask for some simple evidence.

    If you are working with us, we will not suspend any service due to COVID-related financial hardship. (in the spirit of no bullshit, we may suspend due to other reasons such as abuse of our staff.)

    If you’re a business customer doing it tough:

    Service changes

    • We can either reduce or cancel services, according to your individual business situation and needs – just talk to your account manager or one of our business team

    Financial Hardship

    Aussie Broadband’s normal range of financial hardship options apply, including:

    • Payment plans
    • Downgrade to a lower cost plan at any time with no plan change fee
    • Spend controls and other options

    If your business has been hit by COVID-19, we are also offering:

    • 50-100% contract pauses (ie, waive monthly fees, and extend the contract for a matching period) depending on services and equipment involved
    • Extended payment plan terms up to 3 months
    • Other options depending on individual circumstances

    Emergency and essential service business

    Aussie Broadband is participating in nbn™’s programs to assist emergency and essential service businesses including priority resolution on faults and connections and speed boosts for those on lower speed connections. Relevant businesses will be contacted with these offers.

    Notes:

    Please speak to your account manager or one of our business support team members as soon as possible (or, if you are unable to use the phone, please lodge a ticket via MyAussie) so we can look at your situation.

Having trouble with your internet connection?

Our My Aussie app has a range of self-help tools which allow you to easily diagnose and fix your own problems!