Buddy Customers
Welcome to Tangerine
Important Information
What’s not changing?
- Your service will remain on the Aussie Broadband Network.
- Your bill will be issued following the same monthly billing cycle.
- Your plan speed and pricing won’t change as part of the move
What’s changing?
- You’ll now manage your account through Tangerine’s portal.
- Billing will come from Tangerine.
- You’ll have access to Tangerine’s 24/7 support team (excluding public holidays).
- Your payment due date will be 14 days after the bill issue date (from 10 business days).
- Tangerine charges a late payment fee of $15.00, regardless of payment method.
- If you have a direct debit arrangement, from the date of the move this will be subject to Tangerine’s Direct Debit Agreement. You can change your Direct debit arrangements using the Tangerine Customer Portal, or cancel your Direct Debit by contacting us on 1800 211 112.
Important dates
- We’ll start moving services over from 16 March, but don’t stress - you’ll receive reminders and instructions leading up to the day.
What to Expect on the Day of Migration
We will be moving your service between 11pm – 7am (starting 16th March 2026) to reduce any impact to you. There will be a short disconnection period while we move your service between systems, after which you should come back online automatically. If your service is still offline the following morning, it could be due to the changeover, so we recommend restarting your Wi-Fi router to get back online. If this doesn’t work, just give us a call.
How to power cycle your router
Power cycling your router can help refresh your connection. Here’s how to do it:
- Turn off your router and unplug the power cable from the wall outlet.
- Wait 1 full minute before plugging the power cord back into the modem and wait for the power light, phone light and internet light to turn green.
- Now try using your Wi-Fi connected devices to test if your internet service is working.
Tip: If you’re still experiencing connection issues after power cycling, contact our Technical Support team.
Need Support?
Self-Care Portal
Login to the Self-Care Portal at any time to manage your service, submit a service or billing enquiry, request a payment extension, or log a case with our technical support team.
LiveChat
Connect with an agent in real time. Whether you have questions about the move, need troubleshooting tips, or want guidance on using the Self-Care Portal, we’re here to help.
Chat nowCall
Prefer talking to someone? Our team are here to help you through every step of the move.
Frequently Asked Questions
What’s happening?
Buddy Telco has been acquired by Tangerine Telecom. This means that Buddy services will be transferred to Tangerine between 16 – 19 March 2026. We will update you on your migration 7 days before and the day before your transfer – so you can prepare accordingly.
There'll be no change to your plan or pricing as part of the move, and your internet service will still be delivered over the Aussie Broadband network.
We are working together to ensure this is a smooth transition for you.
What will happen during the transfer?
There will be a short disconnection period while you are moved over, after which you should come back online automatically.
If you’re not back online after 30 minutes, try restarting your router and/or modem where applicable (see how here).
Is anything changing with my service?
Your Tangerine service will continue to be supported by the Aussie Broadband network.
When you become a Tangerine customer, there will be some differences:
When you become a Tangerine customer, there will be some differences:
- You will get access to the Tangerine Self-Care Portal. We’ll send you more information on features and how to download the app once you have moved over.
- 24/7 tech support (excluding public holidays) – once your service is transferred, call or chat anytime on 1800 211 112 or through LiveChat on the our website.
- If you have a static IP (including IPv6/IPv4), your IP address will change. We will let you know via email what your new address is ahead of time so you can prepare. You can also find it in the Tangerine Self-Care Portal once your service has been transferred.
- You will be able to choose alternative payment methods to pay your bill such as BPAY, Australia Post, EFT and PayPal.
- Your payment due dates will change from 10 business days from invoice issue date to 14 calendar days at which time your monthly payment will be automatically processed unless you choose one of the alternative payment methods that we offer.
- You won't need to update your payment details, and your invoice will be issued following the same cycle. We’ll handle the processing changes on our end, so you don’t have to worry.
- Please note, we charge a late payment fee of $15.00 per month, regardless of payment method.
- Your agreement will be subject to Tangerine’s Standard Form of Agreement (SFOA) and your direct debit will be subject to Tangerine’s Direct Debit Agreement. You can change your Direct debit arrangements using the Tangerine Customer Portal, or cancel your Direct Debit by contacting us on 1800 211 112. Once your have moved over to Tangerine, you can view the SFOA here.
How can I pay my bills with Tangerine?
Your payment details will be securely transferred over to our system ahead of time – you won’t have to give this to us again unless you want to make changes to your billing methods.
We also accept BPAY, Australia Post, EFT and PayPal. Once your service has been transferred, you could update your preferred payment method to one of these other methods.
Your invoice date will follow the same cycle it has with your Buddy service, but your payment due dates will be a little different. While invoices with Buddy are due after 10 business days from invoice issue date, we ask for payment within 14 calendar days. Most of the time, this will be the same due date, but there could be some minor differences.
You will receive a last bill from Buddy for your Buddy Telco service/s. Pay this as normal by your bill due date. If your bill becomes overdue, you will need to pay your outstanding balance to Tangerine. You can make a manual payment here, or via one of the payment methods on your next Tangerine bill.
You can find out more about billing with Tangerine here.
Your invoice date will follow the same cycle it has with your Buddy service, but your payment due dates will be a little different. While invoices with Buddy are due after 10 business days from invoice issue date, we ask for payment within 14 calendar days. Most of the time, this will be the same due date, but there could be some minor differences.
You will receive a last bill from Buddy for your Buddy Telco service/s. Pay this as normal by your bill due date. If your bill becomes overdue, you will need to pay your outstanding balance to Tangerine. You can make a manual payment here, or via one of the payment methods on your next Tangerine bill.
You can find out more about billing with Tangerine here.
Can I still use the Buddy Telco app?
Once your service has moved over, you’ll no longer be able to manage your service or create new services with Buddy. You’ll be able to use the Buddy App for a short time after your service moves, but once your Buddy account closes, with no active services or payments owing, you’ll no longer have access. If you’d like a copy of your invoices or receipts for your records, we recommend you download those before your service moves in March.
Can I reschedule the move and disconnection to a different day?
Unfortunately, we can’t facilitate separate dates for customers and still maintain billing dates. We are doing everything we can to minimise disruption throughout this process, including doing all changes between 11pm and 7am.
Can I use my modem and/or router with Tangerine?
Any devices you use to connect with Buddy can be used with Tangerine, there’s no change needed. If you have an eero device and use the eero app, the branding within the app will change over to Tangerine.
If you bought an eero with Buddy and are still paying it off, you can continue doing so with Tangerine.
If you bought an eero with Buddy and are still paying it off, you can continue doing so with Tangerine.
I have an active case with Buddy Telco, will this be moved over to Tangerine?
Yes, once your nbn® service has moved over to Tangerine, any active cases, faults and/or payment plans will also move over.
Who do I contact and when?
You can contact us via live chat or by phone or via raising a support request in the Tangerine Self-Care Portal. Previous Buddy customers can call us on: 1800 291 231.
