Lightningbroadband Reviews 2

Terrible!

Internet drops out at least 20 times per day. Working from home is now impossible. Can not get phone reception in building with phone provider- wifi calling is a necessity.

Been forced to buy new cables, modems etc. As it is always the customers faulty equipment causing the issue. Currently on my 4th modem and 3rd cable and it is getting worse each week.

Unfortunately, there is no possibility of changing providers. We are all stuck.

This is not acceptable. 3 years of daily drop outs is far from providing the service that is paid for.

Do better.

Arrogant, unhelpful agents, a complete lack of accountability, and multiple mistakes that disconnected my internet while they repeatedly refused to help resolve it.

I hadn’t even started my service with Lightning Broadband and still had the worst experience.

I submitted a sign-up request and clearly specified that my service must start three weeks later, as my existing internet service was still active and paid for until then. Minutes after submitting the request, I received a welcome email from Lightning Broadband, and my internet was immediately disconnected!

I called Lightning Broadband and they refused to take responsibility and told me to contact my existing provider. That provider confirmed Lightning Broadband had requested the transfer, which caused the disconnection. Even after I relayed this information, Lightning Broadband continued to deny responsibility.
The agents were unwilling to help and repeatedly used phrases such as “Definitely not,” “100% sure,” and “You have been given false information.” One agent even told me, “You are not even a customer yet as you haven’t paid yet,” and refused to investigate the matter. This was a very disappointing customer service experience.

Only after I got written proof from my existing provider that Lightning Broadband has requested the transfer, they finally admitted the error was theirs. Without explaining what happened, they provided a temporary connection so I could work, which lasted only minutes before being disconnected again due to another internal technician mistake.

In short, they entered the wrong service start date, disconnected my prepaid internet, refused accountability, and wasted an entire work-from-home day. Everything was ultimately blamed on a “system error.”

I am not questioning their amazing pile of short five-star reviews, they may reflect smooth, uncomplicated cases. But when something goes wrong and real support is needed, the experience quickly turns into a nightmare of unknowledgeable staff and repeated technical failures.

I am submitting a complaint to Consumer Affairs Victoria for the financial loss and missed work caused by their errors, since they still haven't explained to me what caused this.

I would give a negative rating if I could. The two stars are for Nathan, who was very helpful and reasonable - probably the only positive part of my experience with them.