Belong - do Customer Service ever reply

Dec05Dec05 on 05/11/2020 - 14:00

Hi,
Looking for advice.
Moved house, upgraded Belong package.
nbn guy came out, installed nbn box, internet up & running, all good
That evening internet stopped working. It's now Day 6. Can't speak to a human. Every attempt at correspondence is met with : please verify name etc and some jovial little comment about how they will fix it / look into it / get back to me etc
Meanwhile, I'm trying to work, burning through my mobile data, no solution on the horizon.
Yeah they charged my account $95 - only efficient thing they have done so far is take my $$$
Any advice, getting more stressed by the day !

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Comments

  • [Deactivated] on 05/11/2020 - 14:14
    +2

    Belong Complaints Team or TIO if you have already given them an ample chance.

  • Quantumcat on 05/11/2020 - 15:05

    Contact TIO

    You should at least get a refund for when it hasn't worked

    Hopefully they will let you out of any contract you're in so you can sign up to someone else

  • EightImmortals on 05/11/2020 - 15:36

    Looks like are a Telstra corporation?

    https://www.belong.com.au/go/about-belong

    Not sure why Telstra would launch another internet company?

    • Forfiet on 05/11/2020 - 17:58

      Possibly because Telstra markets themselves as a higher-tier service with the pricetag to match and won't lower their prices to compete at more discounted levels, while if they use a sub company like belong as their budget offering it allows them to operate in both markets or some other gibberish…..

  • avoidfullprice on 05/11/2020 - 15:41

    They called me usually within a day when I had mobile service. Thick accent

  • pharkurnell on 05/11/2020 - 16:03

    nbn guy came out, installed nbn box, internet up & running, all good
    That evening internet stopped working.

    I've heard that many many times with all sorts of ISPs… not sure why though.

  • Wally on 05/11/2020 - 16:16

    Are you making support requests via the smartphone Belong app?

  • tumsum on 05/11/2020 - 16:19

    message them on facebook or twitter

  • follow on 06/11/2020 - 02:26

    it's been awful ever since they switched off the phones. As earlier Facebook is the best bet.

  • Dec05Dec05 on 06/11/2020 - 09:20

    Thanks for the feedback.
    Yeah we are messaging them on Twitter - everytimewe do they raise a new ticket (?) - and them occupy themselves closing duplicate tickets.
    You couldn't make it up!!
    Like a scene from a comedy show.
    Still no internet - nothing happening - regretting ever contacting them - nice for them they have charged me & have my $
    Don't actually know what to do from here - so frustrating - will have to go to ombudsman - but in the meantime probably will have to sign up another provider and pay on the double

  • ChipsChicky on 07/11/2020 - 11:56

    Go to there Mobile App … Select Support tab … Select CREATE SUPPORT REQUEST … usually i get reply very quick … though issue remains there afterwards 😁

    • follow on 07/11/2020 - 18:27

      isn't that just for mobile service?

      • ChipsChicky on 07/11/2020 - 18:42

        Nopes … I just complained for my NBN this morning and got instant call (though i missed to pickup) … than a sms came and problem was fixed.

        1) Open app.
        2) Go to Support tab.
        3) On top there will are three options Mobile-Broadband-Support Request
        4) Select Support Request
        5) There is option down Create New Support Request
        6) Choose option Network and Technical Error … writedown issue in message section and submitt.

        There you go. Even if you send request to Mobile department mistakenly, they will forward to Broadband and vice versa.

        This method creates TICKET in there system and they must close it for progress.

        • follow on 07/11/2020 - 19:28
          +1

          thanks 🙏

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