Our long term no expiry 250Mbps offer is here.
250Mbps for $93.90 per month.
Our network upstreams are GSL and OneQode. Excellent for gaming and low latency to international locations.
We're an Aussie based RSP, with an Online support team.
Any questions, feel free to post a comment as i'm active and ready to answer questions!
Shane, Zoom BB
Thanks for this. Fully understand if something does get overloaded. Email update would have been nice.
Swapped over last night and updated PPPoE settings on my modem last night but didn't have any luck. Waiting till the morning but unfortunately nothing changed and so got in touch with "Chat Support" but was told the modem I had was not compatible with Zoom even though I've used it with both PPPoE and IPoE services in the past. Guess I'll be going back to my previous ISP.
Morning, Unfortunately Sagemcom (optus) modems do not have the ability to setup PPPoE username and password over a WAN interface, optus purposely design these devices with sagemcom in order to stop people using their devices on other networks. Optus knows that DSL networks are no longer used and that it will confuse the customer into not understanding whats going on evidentley returning back to them.
The reason your previous service would have worked with other ISP's is because Optus cannot cancel out the connection type within the modem that they need to use for their own service (being IPoE) but they have limited it from being able to work on IPoE over WAN or VDSL connections.
Sorry we could not assist here, but you will need to try another device to get your service up and running. We do say in our terms and conditions that it is your responsibility to ensure your device works and is compatible.
Do you know if there's a cooling off period
Mine still isn’t working, and sitting on my phone with the chat support totally sucks. Glad I haven’t cancelled my previous ISP, might be going back to them, this has been a terribly disappointing experience
Getting 116/31, paid for 500/50, and a 42 ping
Finally got my stuff. What a mission. Download speeds locally is 258mb, upload is 40mb.. Ping of 22.. Use to get 110mb, 36 and ping of 5… To make it even worse when connecting to the South Africa server my upload is only 0.3mb lol.. So I doubt I'll be staying with Zoom.
How did you get it fixed? That ping is terrible, I play online games and that ping is unacceptable
I think what you will find is the ping is high because of the network routing back down via Sydney. We are intending to install a QLD and VIC pop in the next fortnight, then we can migrate your service onto that POP, this will resolve your issue.
@Lionheart My connection wasn't connected. Got a sms from Superloop stating ownership was taken over but no details from Zoom. Had to talk to their Chat support and eventually got my details. As for the speeds, not happy at all. Sure it's faster than my 100/40mb with superloop but I'll rather have a lower download speed with better ping and upload to international locations. I'll wait to see what happens tonight else request a cancellation and hope for a refund else lodge a ticket with my bank to get the cash back.
Theres definetely a solution to the issue and we will look into it for you if you allow us to.
We have an engineer engaged for a shift tonight to specifically work on customer speed faults as there should be absolutely no reason on our side as to why speed faults should be happening.
Please make sure you send an email to [email protected] with the details of your speed fault, a speed test and your member ID so our engineer can check your service tonight in his run.
@zoombroadband so my internet just got disconnected and I haven't received any PPPoE details. I have several meetings and no internet. Really not a good way to start a service tbh. There should be no reason to have downtime unless I didn't know how to setup the username and password.
Signed up yesterday and asked them to not activate the service until 11th Dec. My current network just got canceled saying they receive a switch message from zoom.
Ask them what happened in the online chat and no one's responding. Very disappointed
This one is really frustrating, sorry about this. If you're already switched across now due to our fault we will happily provide a credit for the period of the accidental switch until the day you were supposed to be activated. Please send an email to [email protected] if you would like for us to process this for you.
Shane.
Same happened to me, did this get resolved? I haven't received any login details, and worried I won't until the delayed date I asked for. Online chat not helpful, asking me to wait but it has been 24 hrs. No internet right now
I did receive my PPPoE details the same day I got switched.
I have sent them an email about the credit, but not response yet.
Sounds like they weren't ready for the influx of sales. Got shifted over 6.20am today after signing up 9pm yesterday. Chat ended a convo with me after questioning 90mbps speedtest (I'm on the 250/25 plan). 2nd chat just told me they're looking into it but no response past hour. Will give them some breathing room during this sale period but if this is consistent, back to AussieBB i go.
Same here, but how do we get our money back off them for the first month if this crap doesn’t get fixed?
Also decided to give it a few days but I asked on the support chat about canceling and they just stopped responding. At least getting a good deal of 500/50 for $99 :P
We will get to the bottom of any issues, we have an engineer engaged for a shift tonight to specifically work on customer speed faults as there should be absolutely no reason on our side as to why speed faults should be happening.
Please make sure you send an email to [email protected] with the details of your speed fault, a speed test and your member ID so our engineer can check your service tonight in his run.
Shane.
@[Deactivated]: Thanks Shane.
Have sent over details of speed tests, won't hold my breath seeing probably how many will come through this inbox but hoping for the best for you guys as we lead into weekend internet binging.
Cheers team
@[Deactivated]: Your engineer is downloading a 2gb program onto my computer after accessing remotely…
Hes doing this while I'm not on call with anyone or didnt ask for permission.
Zoom has questionable work processes if theres a need to download large sized applications without permission or running us through thought processes.
Just some feedback.
End result was a change in port but a bit frustrating see multiple speedtests, 3rd party downloads and communicating via email only.
Shout out to Zac who at the least had quick replies via email.
@nuoon: Yeah I can’t believe I didn’t notice before I signed up they didn’t have phone tech support. Glad you’re getting somewhere at least.
We need to first attempt to resolve the fault and get your service working within NBN specifications, if we cannot do that and we agree that its beyond our control we will happily cancel the service and refund in full.
Shane.
Update from above:
Email responses have stopped in support of not meeting advertised speeds
You said youd do a port reset to test speeds again, was told it would take 2hrs has now been 17hrs
Leaning towards requesting a refund seeing as they youve attempted all you can do and no fix plus support has gone silent
We were ready but we had some issues with our automatic provisioning API which has completely thrown our provisioning queue into the deep end. We're all hands on deck bringing the queue down, then resetting our automatic provisioning API. After this we should be back to normal.
Have been on support chat all morning - when I signed up I specifically asked for my connection to be provisioned on UNI-D Port 1 instead of overwriting my current connection with Launtel, but alas it was overwritten and my connection with Launtel got disconnected, leaving me with some very frustrated family members who could not work from home until this was resolved manually by myself remotely. This one is likely NBN's fault though.
Additionally, after signing up for the 1000/50 plan, my speedtests directly from the router (mitigating any sort of interference over Wi-Fi or network card limitations) only hit a maximum of 400/45, as well as the 'closest server detected' being in Sydney when I am located in Brisbane.
Spoke with support about my speed issues and they have escalated it and may need to log an issue with NBN as they claim…
Also doing a trace route after my connection became active this morning, it shows that they weren't using GSL for international transits at the time. Support did say they didn't change it back to GSL after some testing last night:
Tracing route to amazon.com [52.94.236.248]
over a maximum of 30 hops:
1 <1 ms <1 ms <1 ms TUF-AX5400-66C0 [192.168.0.1]
2 19 ms 18 ms 18 ms 10.150.10.11
3 18 ms 21 ms 18 ms 10.150.10.1
4 18 ms 18 ms 18 ms 10.150.150.1
5 19 ms 20 ms 21 ms 156.247.191.2
6 20 ms 20 ms 22 ms Bundle-Ether1111-567.chw-edge903.sydney.telstra.net [203.54.250.61]
7 21 ms 19 ms 24 ms bundle-ether12.stl-core30.sydney.telstra.net [203.50.11.176]
8 21 ms 21 ms 21 ms bundle-ether19.chw-core10.sydney.telstra.net [203.50.13.144]
9 22 ms 21 ms 21 ms bundle-ether1.oxf-gw11.sydney.telstra.net [203.50.6.93]
10 110 ms 112 ms 110 ms 203.50.13.98
11 198 ms 198 ms 198 ms 203.50.13.98
12 198 ms 202 ms 197 ms i-73.paix-core02.telstraglobal.net [202.84.247.45]
13 197 ms 198 ms 197 ms i-73.paix-core02.telstraglobal.net [202.84.247.45]
14 200 ms 200 ms 200 ms i-92.paix02.telstraglobal.net [202.84.247.41]
15 171 ms 170 ms 172 ms 134.159.61.98
16 200 ms 199 ms 197 ms ae12.cr7-dal3.ip4.gtt.net [213.200.120.106]
17 196 ms 196 ms 210 ms ip4.gtt.net [209.120.154.162]
18 227 ms 226 ms 227 ms 150.222.206.213
19 226 ms 227 ms 226 ms 176.32.125.143
20 * * * Request timed out.
21 227 ms 228 ms 227 ms 150.222.99.108
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 228 ms 229 ms 227 ms 52.93.29.16
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out
Will cut them some slack since it's probably hard for them to keep up with orders for a new ISP, will report back over time and see how it goes.
EDIT: Support did clarify a few details with me over the chat regarding the provision delays and what not, I am probably not the right person to deliver the message in case I start getting fingers pointed at me for being a Zoom shill, so I'll let them respond to it.
The timeouts are a little frustrating please ensure you send an email to [email protected] with this issue so we can get this looked into in tonights fault investigations with our engineer.
Shane.
No comment on not honouring their request to light up UNI-D1, given it's an nbn default to go to the next available port with FTTP and you have to specifically request a churn?
Launtel called me back to talk about this - NBN can only provision up to 1.3Gbps per NTD no matter how many UNI-D ports get utilised. So because my connection with Launtel at the time was a 400/50 connection and the new connection was 1000/50, combined would exceed that amount hence the new connection was provisioned my existing port.
The folks at Launtel were great and immediately re-provisioned my connection with them for UNI-D Port 1, just had to drop the speed of my plan with them for the day so that the total doesn't exceed the NBN limit
I have feet ready to shove into mouths when you're ready to concede defeat.
Theres no defeat, just fixing problems and moving forward. A business is a significant investment and we will continue to invest and support our new customers.
LOL this did not age well. This business didn’t even last 3 weeks after this comment.
How do we move over from a telstra bundle internet and phone line without internet interruptions and not losing the home line phone number?
Just don't, save yourself the headache.
Yeh it's what I'm gathering from this but still want to move away from telstra and wanted to know if anyway has gone through it with super or leaptel etc?
Your best bet is porting your number to a standalone VoIP provider like Maxotel and then you can move your internet service wherever you want without worrying about the number in the future.
See - https://forums.whirlpool.net.au/thread/3z4y76qk but ignore the suggestion of porting both to one carrier or you'll face the same problems if you want to change ISP again in the future.
@deva5610: I heard that if I did that with telstra they will also cancel the bundle and I'll lose the nbn connection
@DoesntEvenMatter: It's a possibility if you don't time it right which is why bundling your phone and internet isn't always a good thing.
Basically you want to initiate the port of the phone number. When you do that you'll be given a cutover date.
When the phone cuts over and is working that's when you churn your nbn connection. An FTTC churn generally will take between a few minutes and a few hours.
Your existing Telstra internet service usually won't get disconnected in that time frame from what I've read, but I've not had to do it myself.
Summary - Phone first, then internet. Telstra disconnecting your internet service when you port your phone number isn't a big deal, you can get back online in a couple of hours. If you churn your internet first and Telstra disconnects your phone number you want to keep, then you're in for a fun time.
I'm going to give this new company 2 weeks to:
a. Sort out the speed problem (100/40 isn't the 500/50 I'm paying for)
b. Open a Brisbane location, a ping of 40 through Sydney isn't good enough
After that I'm going to be sharing my experience openly and going back to Vodafone.
You being generous.. I give it till mid next week else i rather go back to 100/40 on Superloop.
Sounds like how MyRepublic only have a POP in Sydney
Vodafone? Why do that to yourself?
They are rock solid 100/40 connection, more like 106/40 connection. Not sure why they get the hate, I can’t complain after 4 years with them. Plus having 2 services with them got me a couple of PS5’s.
I've used Vodafone nbn and Vodafone 5G extensively at home (employee discount and employee 5g trial) and whilst Vodafone nbn works, it's just not great. Vodafone's nbn network just isn't very good and their mobile network is absolutely useless at least here in QLD (constant downtime and absolutely horrible routing quality). Their support is objectively horrible and I also think their app/billing system is pretty piss poor (unless they have updated it recently). Their TES is not very good which reflects their lackluster network and them being cheap on CVC. Also no option for static IP. The pricing is barely cheaper than other (imo far superior) RSP's. Garbo company.
They also don't list 100/40 as on option online? Is that possible to order through the portal?
Not meaning to attack you for using Vodafone, if you are having a good experience that's all that matters but I just think they are a horrible company and do not provide a good service.
@jvsnumberonefan: I'm also in Brissy, who would you recommend? Need a low ping more importantly than anything else.
I agree with lots of downtime and "upgrades" and their 5G network is definitely lacking.
And why is static IP important to people? I'm curious.
@Lionheart: To be honest, Static IP generally isn't important. It's just helpful if you want to host things at home, then your public IP never changes and it's easy to access.
Recommending RSP's is really hard to be honest. Some are good at somethings but worse then others. Also, someone can have a good experience on one provider in one location but a poor experience in another. Even then, the generally considered best RSP's are inconsistent.
Personally, if cost isn't a big issue and you don't need a high speed plan (250, 1000 etc) I personally recommend Launtel, for me they provided a near perfect experience. If ping is your main concern they are also the best tbh. Second to that I would recommend AussieBB and thirdly Superloop or Future Broadband.
If you need high speed then I would first recommend Future Broadband or Telstra, these providers can provide as closely to 1000/50 as possible but they do come with some downsides.
If cost is more of a concern I would recommend Superloop, their pricing is good but network wise they provide quite a decent service nowadays. Their network is also great for low latency (Launtel, ABB and SL are all very good with latency). Their support isn't top tier, that's the main sacrifice for the lower cost. Spintel is also an okay lower cost RSP, though I would not recommend them if latency and generally high performance is a concern as they only have a Point of Presence in Sydney (meaning any traffic to Brisbane servers have to go to Sydney and back) although this is only more of an issue for savvy users.
Launtel (particularly), Superloop and AussieBB also all have great automated setup and billing system/portals. These three are generally my favourite RSP's, though none of them are without faults and floors. There is no perfect RSP :(
@jvsnumberonefan: Thanks so much for taking the time to educate me, I will do my due diligence and go with one of your recommendations 100%
@Lionheart: It's more just rambling then educational haha :). Though I'd like to think it's a vaguely accurate and helpful recommendation.
@Lionheart: I'd easily throw Leaptel into the mix too. Managing their own CVCs, GSL for international transit and a great local support team.
I place them above Launtel in my experience for a solid network.
They also have a nice promo going on at the moment too - https://www.ozbargain.com.au/node/734337
Here is a quick and dirty summary I posted somewhere for someone else, just for a different opinion.
Changed from More NBN to Zoom. Looks like no POP in Brisbane (based on GC) and now online gameplay is terrible. Not a happy household.
I'm in Cleveland and Speedtest.net says 40 ping
Mine has fluctuated between 40 to 21. POPs should be made clearer. If they install a Brisbane POP, we should be ok. It's not terrible for general web use and video but impacts online gaming.
They said one is going in, 2 weeks, I will put up with the ping until then IF they get my speed fixed
@Lionheart: Yes, makes sense. It would be great if all ISPs had to publish their POPs. Makes it easier when you are looking for a change and to save some money.
Got switched over early despite asking for it to be done on the 30th. No online chat available and no PPOE details. Got an email from AussieBB that they have disconnected from the switch that wasn't from my end. Not a great start :(
^ Seriously, how much more evidence do people need that it's utter amateur hour over here. Sorry to hear that happened to you cptdavid - honestly I'd be asking Aussie to reverse the churn with nbn and then asking this mob for your money back.
It'll be better for you now, and long term.
I connected to your service yesterday and I can't access my Ubank online banking and on top of that Outlook from Microsoft triggers security concerns due to access to my account from Hong Kong. I tried accessing Battle.Net servers and the quality of service is abominable. A lot of disconnects and a lot of lagging and latency jumps to 300ms ping intermittently. Sent an email to [email protected] and asked for the refund.
I am assuming its confidential but played warzone 2 2 days ago and now i am shadowban.. but my netflix starts with 720p, kids Roblox studio doesn't work properly, connection just feels shty. @warenick any feedback regarding a refund?
No, not yet; they registered my request. I talked to the support in chat, and they were adamant that I have to stay with Zoom Broadband until Dec 31st. Definitely not a way to build a reputation as a reliable ISP. Not sure what their strategy is. I haven't received this level of service in a while, I must say. Yes, Roblox doesn't work properly for my child, either.
Well for what it's worth, anyone looking to sign up with a 500/50 account for $99 PM me and I'll explain
Even for that price people shouldn’t be signing up yet, too many issues and headaches. Last thing this ISP needs is more customers right now hahaha…
Well if they can sort it out its not a bad deal.. just not sure if i want to play the waiting game especially with the low upload I'm getting to South Africa… so its causing some sht for me. Now I have to go google drive up and then download on a remote server.
My original ISP in game ping 0-5ms. Was with spintel the last few months and in game ping was 15-20ms. Switched over to zoom 2 days ago, in game ping…… 60-90ms with a lot of packet loss. I'm located in Sydney. Will be transferring to superloop today.
If you wish to cancel your service for a full refund due to insufficent performance we will happily provide this, please send an email to [email protected] with your request.
Thanks.
Asked about a refund and got this:
Luke M 09:06
As stated in the the terms and conditions you agreed to in signup there is no refund for the services charged up until the 31st of December however we can mark your services for termination so it does not renew.
Do you authorise for the termination of the services to cease after 31st December?
Dumbass Luke just closed the chat.
That's terrible, hope you get a refund, i suggest making a complaint to the TIO if they refuse to play ball https://www.tio.com.au/complaints#/make-a-complaint-1
They aren't a TIO member yet. They can't punish non-members!
Had him close the chat on me as well mentioned in my comment above, happened twice.
WAS considering this but what I'm understanding is (purely based on the feedback here so far) :
Shane (or whoever is managing this OzB account) = Good in marketing/responding
Company = ??? (Leaning on dodgy - Epic)
Product/Service = Not good
Customer Service = Terrible
Is this a fair assessment?
Almost 24 hours since we last hear from them here on OzB…
Company is 100% leaning on dodgy.
No telephone support so they requested me to download teamviewer to allow remote access to try and fix my download speeds
Did this while slowly communicating via email with them
"Engineer" clicked around, went to a few speedtest websites then tried to download a program called Fedora Workstation that was 2gb without any permission or ask
Only jumped out when i emailed back asking why when ive never had issue with speeds from aussieBB or mateNBN.
Trying to understand their position and running a successful company but man, theyre making it hard.
Fedora is a Linux operating system. Lord knows what they where trying to achieve by downloading that, you can't just "run it".
Sounds like someone clicking and guessing.
@Kyx - Support is useless. The product itself, on my Superloop I got 5ms vs this 20ms but I can handle that. Download speed is around 300-400 with upload being 35-40. So its not all terrible. My issue is the upload speed to South Africa. I now have to use a middle point like GDrive to upload and then download on that side which is annoying, but this is special to me :D
But the strange thing is that as of yesterday I'm now shadow-banned in warzone. My kid also has issues logging into Roblox Studio. It's giving some location error. Maybe they have some kind of IP checking process on Roblox to try and prevent hacking of accounts and maybe someone reported me on Warzone coz they were pist that I shot them.. I don't know but overall, for me this doesn't work.
Also noticed their support chat is now gone. So much for the 9am to 10pm support chat hahaha @zoombroadband - Either you have to be the owner of the company and do not care how bad your service is or you just get a commission for any sales.
@hailstorm - Tx doing that soon. Also requested a reversal from the bank but not sure what will happen.
So overall, some might be happy with the speeds at the price they pay but don't expect any actual qualified support. But it doesn't work for me.
If you wish to cancel your service for a full refund due to insufficent performance we will happily provide this, please send an email to [email protected] with your request.
Thanks.
Did you guys pay a sign up fee or something? I just noticed they stung me for $140.48 for what I thought was going to be $113.90
Looks like they bill for monthly cycle so they took remaining of november then all of december
We bill pro-rata of the current month, and then 1 month in advance. Our billing cycle is then on the first day of each month.
Shane.
Do you think we can send a collective ACCC request for this level of service? Internet Banking is not working correctly. Latency jumps all over the place. Not allowing to cancel the service even on day 1 of the service. Very dodgy indeed. MS Outlook triggered my security settings. I am afraid that privacy is also not adequately protected as I can see the traffic going to Hong Kong. Consumer Data Rights (CDR) must be followed. Are they? They didn't even agree to send me a transcript of my conversation with chat support. They must have some form of retainment policy.
Do you think we can send a collective ACCC
I would guess multiple reports could be more successful. Also consider reporting to TIO and/or your state Fair Trading.
If you're unhappy with your service please contact us to cancel for a full refund.
Shane.
Update. Zoom ping 84ms and 15-35% packet loss in game. Just switched to superloop, 4ms ping and 0% packet loss in game.
Zoom won't refund (change of mind apparently) or disconnect service. I told them it wasn't change of mind, they have advertised low latency gaming here and couldn't deliver what they have promised. Complaint lodged with TIO.
Also just lodged with TIO… Yea something seems to be going on with this routing. If I switch back to Superloop do I get the discount again or is that only for new members?
Not sure, I'm a new customer to Superloop so I received the discount.
The chat rep from Zoom was so rude and obnoxious. Hope everyone learns from our mistakes.
Yea on the phone with Superloop now to get my account back there. Guy laughed as there were several people phoning to come back lol.. Well, now I know.. don't leave superloop again hahaha
Hope everyone learns from our mistakes.
Unlikely!
@bargainpersona: If you wish to cancel your service for a full refund due to insufficent performance we will happily provide this, please send an email to [email protected] with your request.
Thanks.
If you wish to cancel your service for a full refund due to insufficent performance we will happily provide this, please send an email to [email protected] with your request.
Thanks.
If you wish to cancel your service for a full refund due to insufficent performance we will happily provide this, please send an email to [email protected] with your request.
Thanks.
They just emailed me:
Hi Ben,
At this time, we're offering two options to customers with speed and performance pains.
Would you like to work with us over the next 7 days to resolve your issue or would you prefer to cancel your service immediately for a full refund?
Please advise which option you prefer and we can proceed from there.
Warm Regards,
Ethan,
Zoom Broadband
I’m glad you are offering these options, I really didn’t want to escalate it further. At this time I would like to cancel immediately with a full refund. In the future perhaps when everything is sorted and you get a Brisbane POP I will rejoin you IF you offer phone support.
Thank you
Ben
i can see shane closed the deal few hours ago, too many unhappy customers
We had over 2500 customers sign up in 24 hours, approx 30-40 customers seem to be extreme users with highly complex routing setups and demands for ultra low latency and premium grade service at the price of a budget plan. The deal expired as black-friday ended. We do intend to offer other deals and promotions in the future.
and demands for ultra low latency and premium grade service at the price of a budget plan
Soooooo…
Our network upstreams are GSL and OneQode. Excellent for gaming and low latency to international locations.
How dare they want exactly what you advertised! The absolute nerve of these users amirite!?
The deal expired as black-friday ended.
Yet when you posted it, it had a November 30th expiry date. OzBargain revision history is an excellent tool.
@deva5610: He doesn't notice it says "This is part of Black Friday / Cyber Monday deals for 2022" on the listing
Closing it on a Saturday is not part of the long weekend specials tsk tsk
was that from their support email address?
We have had some issues with our automatic provisioning queue, we're working on getting this resolved. We did not expect as many people to signup from this opportunity as we have had and it has been all hands on deck trying to process orders. Apologies about this we are trying our best to get through all of the orders in a manual fasion.