NBN Contact Numbers (2026) | Telstra, Optus, Aussie BB + NBN Co

Last updated: 17 May 2026

If you need to phone someone about your NBN, the first question is: who do you actually need to call? In almost every case it’s your retail provider (Telstra, Optus, Aussie Broadband, Tangerine and so on) — not NBN Co. NBN Co only handles the physical network. The plan, billing, modem, faults and the human on the end of the line all come from your provider.

Below are the current contact numbers for the major Australian NBN providers, plus NBN Co for the few situations where you do need them. The table below is generated live from our provider database, so the numbers stay current.

Quick answer: who do I call?

What’s wrong?	Who to call
Internet is slow or dropping out	Your provider (see table below)
No internet, just got an SMS about an outage	Nobody yet — check the outage map first
Billing question, plan change, cancellation	Your provider
Want a new connection at a new address	Your provider (NBN Co only if the address has never been connected before)
NBN Co technician was rude / didn’t show up	NBN Co complaints line
You’ve complained to your provider and gone nowhere	Telecommunications Industry Ombudsman — free

NBN Co vs your retail provider — who does what?

This trips a lot of people up. NBN Co owns and operates the physical fibre, copper and HFC infrastructure that runs to your house. They don’t sell internet plans to customers, they don’t bill you, and they don’t run the call centre that talks to you when your internet is slow.

Your retail service provider (RSP) — Telstra, Optus, Aussie Broadband, Tangerine, Exetel and so on — is the company that sells you a plan, sends the bill, supplies the modem and is your first port of call for almost everything. When you call them about a fault, they run the diagnostic, and if the fault is on NBN Co’s infrastructure, your provider lodges the ticket with NBN Co on your behalf. You don’t need to deal with NBN Co directly.

The rare exceptions where you’d call NBN Co directly are listed further down.

NBN provider contact numbers

Tap any number to call it from your phone. Featured providers are providers we partner with — full disclosure on our compare NBN plans guide.

Provider	Contact number	Call centre
activ8me Partner	13 22 88	Australia	View plans
Aussie Broadband Partner	1300 880 905	Australia	View plans
Exetel Partner	13 39 38	Australia, Sri Lanka	View plans
More Partner	1800 733 368	Australia	View plans
Superloop Partner	1800 10 12 10	Australia	View plans
Tangerine Partner	Online support only	Australia, Phillipines	View plans
Belong	1300 235 656	Australia	More info
Dodo	13 36 36	Overseas	More info
Escapenet	1300 023 354	Australia	More info
Future Broadband	08 6117 0600	Australia	More info
iinet	13 19 17	Australia, Philippines, South Africa	More info
iPrimus	13 17 89	Australia, Phillipines	More info
Kogan Internet	1300 010 400	Australia	More info
Mate	13 14 13	Australia	More info
Moose Mobile	1300 566 673	Australia	More info
OptusNet	1300 300 693	Australia, India, Phillipines	More info
SkyMesh	1300 759 637	Australia	More info
Southern Phone	13 14 64	Australia	More info
SpinTel	13 22 10	Australia, Phillipines	More info
Starlink	Online support only	Not disclosed	More info
Telstra	1800 220 030	Australia, Philippines, India	More info
TPG	13 14 23	Australia, India, Philippines	More info
Vocal	1300 796700	Unknown	More info
Vodafone	1300 650 410	Australia, India, Egypt	More info
Yomojo	1300 966 656	Australia	More info

NBN Co contact number

NBN Co’s main customer line is:

1800 687 626

Hours: 7am–10pm AEST, 7 days. Use this number only if:

Your address has never been NBN-connected and your retail provider isn’t sure how to organise it
You need to confirm an asbestos pit was handled correctly during installation
You’re having a non-fault dispute with NBN Co directly (a missed appointment, damage to your property, a rude technician)
You’ve made a formal complaint and want to escalate within NBN Co

For everything else (slow speeds, dropouts, modem problems, billing) call your retail provider — they’ll get to the same NBN Co fault team faster than you can.

Before you call — a quick checklist

Five minutes of prep saves twenty minutes on hold.

Have your account number ready. It’s on your bill or in the provider’s app/portal.
Have your address ready. Including the unit number if relevant.
Check for an outage first. Visit nbnco.com.au/support/network-issues or our outage check guide. If your area is having a known outage, calling won’t speed anything up.
Restart your modem. The first thing every support line asks. Do it before you call.
Run a speed test on Ethernet. Use our speed test connected by cable so you have actual numbers, not vague impressions.
Have the result ready in plain English. “I’m on NBN 100 and consistently getting 30 down on Ethernet in evening peak” is far more effective than “my internet is slow”.

Stuck on hold? Try these

Call early. Tuesday-Thursday between 9am and 11am is consistently the shortest wait. Mondays after a weekend outage and Fridays are the worst.
Try live chat or in-app chat. Most providers route web chat to a different queue with shorter waits.
Try social media (X / Twitter / Facebook). Telstra, Optus and Aussie Broadband all run social-support teams that often respond inside an hour, especially for non-urgent issues.
Use the provider’s app. Same back-end, faster routing than the main phone queue.
Ask for “loyalty” or “retention”. If you mention you’re considering switching, your call is often routed to a higher-priority queue with more authority to fix things or give credits.

When to escalate to the TIO

The Telecommunications Industry Ombudsman is a free independent service that resolves disputes between Australian telco customers and providers. They have real teeth — providers are legally required to engage with TIO complaints, and the TIO can order refunds, plan downgrades, fault remediation and compensation.

You can lodge a TIO complaint when:

You’ve raised the issue with your provider, given them a reasonable chance to fix it, and they haven’t
Your speed has consistently been well below your plan and the provider isn’t offering a refund or downgrade under the ACCC framework
You’ve been billed for something you didn’t order, or charged after cancellation
An installation was damaged or missed and the provider isn’t fixing it

Lodge a complaint at tio.com.au or call 1800 062 058. It’s free and the process is straightforward.

Tired of calling your provider?

If you find yourself ringing your provider every other month, it might be worth comparing alternatives. Some providers consistently have shorter hold times, Australian-based support and better fault resolution — the ACCC’s Measuring Broadband Australia report tracks this, and Aussie Broadband, Superloop and Swoop come out on top quarter after quarter. Switching is month-to-month on almost all plans and the transfer usually completes in a few hours.

These NBN plans are fast, have plenty of data and all receive excellent reviews from our members. They would be great plans for anyone wanting to work from home.

	Everyday 25 Mb/s Unlimited data	$72/mth	Go to site
	One Plan 500 Mb/s Unlimited data	$80/mth	Go to site
	Extra Value 50 Mb/s Unlimited data	$85/mth	Go to site
	Value 49 Mb/s Unlimited data	$93/mth	Go to site
	Family 100 Mb/s Unlimited data	$95/mth	Go to site
Click here to view more great value NBN internet plans for working from home

For a full plan comparison see our how to compare NBN plans guide and the best NBN plans tool. Step-by-step switching guide here: how to switch NBN providers without disruption.

Frequently asked questions

Is there a single NBN customer service number?

Not really. NBN Co’s general line (1800 687 626) is for infrastructure issues only. For anything about your internet plan, billing, modem or day-to-day service, you call your retail provider. Most people are surprised by this — the NBN is a wholesale-only network, so the “customer service” is whoever sold you the plan.

What's the NBN Co phone number?

1800 687 626. Open 7am-10pm AEST, 7 days a week. Use it only for the infrastructure-side situations listed above — for plan or billing issues, call your retail provider.

How do I report an NBN fault?

Through your retail provider. Call them, give them your speed test results and a clear description of the symptoms, and they’ll run a remote line test. If the fault is on NBN Co’s side, they lodge the ticket and an NBN technician is dispatched at no cost to you. You don’t need to contact NBN Co directly. For step-by-step guidance see our NBN dropping out guide.

Why is my provider's hold time so long?

Two reasons. First, peak call volumes — Mondays after weekend outages, mid-evening, and the days after major incidents see queues spike. Second, support staffing varies hugely between providers. Telstra and Optus have the largest queues, often offshore. Aussie Broadband, Superloop and Tangerine generally have shorter waits with Australian-based teams. If hold times are a regular pain, switching providers is a real option.

Can I get compensation for NBN outages?

Sometimes. There’s no automatic right to compensation for short outages, but providers will often credit your bill if you ask politely after a major outage. For long outages (days, not hours) the ACCC’s framework gives you grounds for a refund. If your provider refuses, the TIO can order one. For ongoing speed problems where you’re not getting what you’re paying for, you have a clear right to a refund or to drop to a slower plan at no charge.

Is the TIO actually useful or just a feedback box?

Genuinely useful. Telco providers are legally required to engage with TIO complaints under the Telecommunications (Consumer Protection and Service Standards) Act. The TIO can order refunds, plan changes, fault fixes and compensation, and the process is free for consumers. Most complaints are resolved within a few weeks. The catch: you have to give your provider a reasonable chance to resolve the issue first — usually a single phone call and at least one written follow-up.