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Service NBN Tier 1
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Location Others
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Activation 10+ days
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Speed Score
5
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Reliability Score
1
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Support Score
1
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Value Score
7
This has been one of the worst experiences with customer service I have faced.
For context: Before this saga, I made a call to Belong in late September 2019, explaining that the address listed on my account is incorrect. They insisted the address on their side was the correct one we were living in. I left it as that until this saga.
1) Belong disconnected my internet connection on the 9th of January without telling us. We waited a couple of days because Belong’s internet has often dropped and after restarting the system we would get it back within the day.
2) we sent in 2 customer service support requests but they never seemed to have gotten through
3) We called Belong on the 16th of January only to be told to locate our NBN box before calling. This eventually turns out irrelevant to the case.
4) We called Belong again on the 17th, this time to be told that the internet connection was suspended because there was another address on our account. Subsequently were told to wait 2-5 business days for the reconnection.
5) On 22nd of January, I messaged Belong to check on the status of reconnection only to be told by Chard a reconnection was not valid and that I needed to apply for a “move order”. This should have been told to us immediately once Belong realised this was the case, but it took a decision made by chance to contact the company to be told.
6) I submitted a “move order” as advised, and was told by Ricky and Franz we needed to wait 7 business days (31st Jan) for reconnection. Perfectly reasonable apart from the fact that we have been without internet connection for almost an entire month!
7) I request for a reimbursement but was told by Milet this was not possible because there is still data usage at the wrong address even today as I write this. How ridiculous?! The issue started off as Belong cancelling and ADMITTING to cancelling our internet hence the prolonged saga. Any data usage in the wrong address is firstly not our responsibility, but secondly bizarre if Belong had admitted to disconnecting our internet in the first place.
Given the lack of professionalism and sheer dishonesty of the company and it’s employees, named above, I strongly urge any future users to reconsider using Belong. I would have never signed a contract if I knew how blatantly dishonest they are.
For context: Before this saga, I made a call to Belong in late September 2019, explaining that the address listed on my account is incorrect. They insisted the address on their side was the correct one we were living in. I left it as that until this saga.
1) Belong disconnected my internet connection on the 9th of January without telling us. We waited a couple of days because Belong’s internet has often dropped and after restarting the system we would get it back within the day.
2) we sent in 2 customer service support requests but they never seemed to have gotten through
3) We called Belong on the 16th of January only to be told to locate our NBN box before calling. This eventually turns out irrelevant to the case.
4) We called Belong again on the 17th, this time to be told that the internet connection was suspended because there was another address on our account. Subsequently were told to wait 2-5 business days for the reconnection.
5) On 22nd of January, I messaged Belong to check on the status of reconnection only to be told by Chard a reconnection was not valid and that I needed to apply for a “move order”. This should have been told to us immediately once Belong realised this was the case, but it took a decision made by chance to contact the company to be told.
6) I submitted a “move order” as advised, and was told by Ricky and Franz we needed to wait 7 business days (31st Jan) for reconnection. Perfectly reasonable apart from the fact that we have been without internet connection for almost an entire month!
7) I request for a reimbursement but was told by Milet this was not possible because there is still data usage at the wrong address even today as I write this. How ridiculous?! The issue started off as Belong cancelling and ADMITTING to cancelling our internet hence the prolonged saga. Any data usage in the wrong address is firstly not our responsibility, but secondly bizarre if Belong had admitted to disconnecting our internet in the first place.
Given the lack of professionalism and sheer dishonesty of the company and it’s employees, named above, I strongly urge any future users to reconsider using Belong. I would have never signed a contract if I knew how blatantly dishonest they are.
