The NBN contact number is 1800 687 626, but it may not be the call you need

You have a problem with your internet and you want a real person at NBN. There is a number, and this page gives it to you, along with what happens when you ring it. For most faults the call that gets something moving is to your own provider. If they say the fault is yours and you do not believe it, have an independent NBN technician test the line.

The phone number at the bottom of this page is ours, not NBN’s. We are an independent business and we cannot see your service or book an NBN appointment.

What is NBN’s phone number?

NBN’s number is 1800 687 626. Its complaint process lists it from 8am to 6pm Eastern time, Monday to Friday. Its contact page (opens in a new tab) calls the same number its Health & Safety line, for safety concerns, a vulnerable circumstance or accessibility needs (both checked 4 November 2026). It is not a general support line for your internet.

Phone numbers for NBN and the ombudsman, as published on 4 November 2026

Who	Number	When to use it
NBN	1800 687 626	Safety, accessibility, and complaints about NBN or its contractors. 8am to 6pm Eastern time, Monday to Friday
NBN through a translator	131 450	Ring the Translating and Interpreting Service and ask for the nbn Contact Centre on 1800 687 626
NBN by relay, speak and listen	1800 555 727	Then enter 1800 687 626
NBN by relay, TTY	1800 555 677	Then enter 1800 687 626
Telecommunications Industry Ombudsman	1800 062 058	When your provider has had a fair chance and has not fixed it. 8am to 8pm AEST, Monday to Friday. Free from a landline, standard rates from a mobile

You can also write. NBN takes complaints through its complaints page (opens in a new tab) or by post to Locked Bag 27, Gold Coast MC, 9726. Expect it to reply by email where it can.

Can I ring NBN about a fault?

You can, but expect to be sent back to your provider. NBN is a wholesaler: it does not supply or bill the public, so your provider has to report the fault and ask NBN to send a technician. NBN’s own pages split it like this:

Who to contact for each NBN problem, from NBN's own pages

Your problem	Who to contact
No internet, dropouts or an outage	Your provider
Slow speeds	Your provider
A technician did not turn up, or an appointment	Your provider
Waiting to get connected, or a connection delay	Your provider
Your address is missing or wrong	Your provider
The NBN box is missing	Your provider
Your bill or your plan	Your provider
Damage to your property or to NBN's equipment	NBN, through its report damage form
The conduct or workmanship of NBN or its contractors	NBN, as a complaint
A new build, a new development or a subdivision	NBN, through its contact form
Moving or removing NBN's equipment	NBN, through its contact form
A health and safety concern	NBN, on 1800 687 626

If the internet is down right now, check for an NBN outage at your address first. It takes two minutes on your phone and tells you whether there is any point ringing anyone.

Is there a 24 hour NBN contact number?

Not that NBN publishes. The hours above are the only ones in its complaint process, and its contact page gives no after hours or emergency line. Outside those hours, NBN’s network status page (opens in a new tab) and your provider’s app are still there. If anyone is in immediate danger, ring 000 first.

Searching by state will not change the answer. The number is the same for NSW, Victoria, Queensland and everywhere else.

Who do I contact about a damaged pit or cut cable?

If it is unsafe, ring NBN on 1800 687 626. If it is not, use the report damage option on NBN’s contact page (opens in a new tab), which lists an online form rather than a phone line for damage. Snap Send Solve (opens in a new tab) also takes reports of damaged NBN pits and equipment from its website or app.

Photograph it before anything gets touched, and write down the exact location. If your own service has stopped because of the damage, tell your provider as well, because that is a fault and they have to lodge it. If you are about to dig, read what to do before you dig near an NBN cable first.

What is my provider’s number?

The best number is the one on your bill or in your provider’s app, because it goes to the team that looks after your account. If you do not have either, these are the numbers on NBN’s list of residential providers, as we checked them on 1 November 2026. Some may go to sales first, so ask for faults or support.

Provider numbers from NBN's residential provider list, checked 1 November 2026

Provider	Number
Telstra	1800 834 273
Optus	1800 780 219
TPG	13 14 23
iiNet	13 19 17
Vodafone	1300 801 122
Aussie Broadband	1300 880 905
Superloop	1800 57 87 37
Belong	1300 235 664
Dodo	13 36 36
Kogan	1300 010 400
amaysim	1300 808 300

When you get through, say what is wrong, when it started and what you have already tried. Ask for a reference number and an estimated repair time, and write both down.

What do I do when my provider and NBN blame each other?

Stay with your provider and make it a formal complaint. You cannot make NBN and your provider talk to each other, but your provider can. NBN’s complaint process says a provider can submit a request for assistance to NBN for a complaint about a service it supplies over the network, under the Telecommunications (Consumer Complaints Handling) Industry Standard 2018.

1. 1

   Make a complaint, using that word

   A fault report and a complaint are handled differently. Say you are making a complaint, say what you want done, and get a reference number.

2. 2

   Ask them to request assistance from NBN

   Ask your provider to submit a request for assistance to NBN for your complaint, and to tell you when it has.

3. 3

   Ask for it to be escalated

   If the date they gave you passes, ask for the complaints team or a more senior technician, and quote your reference number.

4. 4

   Go to the ombudsman

   If it is still not resolved, ring the Telecommunications Industry Ombudsman on 1800 062 058 or lodge a complaint on its website. It is free.

The full process, with wording you can copy, is in how to make an NBN complaint. To keep your dates and reference numbers together, use our free fault log.

The argument usually comes down to whose side of the boundary the fault is on. Who owns the NBN lead-in sets out where that line sits for each connection type.

When to call a technician, and when not to

Do not call us for an outage, a bill, a missed appointment or a connection delay. No test at your house changes those, and they are between you, your provider and the ombudsman.

Call a technician when you are being told the fault is your wiring and nobody has come out to prove it. We test up to the boundary, fix what we can on your side on the day, and put the results in writing for you to take back to your provider. We cannot promise what your provider or NBN will do with it, and the complaint stays yours to make because the account is yours.

Send us a message or ring 02 9188 1577 if you are not sure a test would help. That number is SECURE A COM, not NBN.