To describe hearing‐health service use, especially use of telehealth, during the early stages of the COVID‐19 pandemic in deaf/hard‐of‐hearing children. In 2020, the Victorian Childhood Hearing Longitudinal Databank surveyed 497 (61.6%) families of deaf/hard‐of‐hearing children aged 0.4–19.6 years, with 449 (90.3%) providing quantitative data and 336 (67.6%) providing free‐text comments about COVID‐19's impact on service use and access. We summarised quantitative data using descriptive statistics and analysed free‐text responses using inductive and deductive reasoning. Of the 1152 services families used during the pandemic, 711 (62%) were accessed via telehealth. Parents reported several challenges and facilitators of service access during the pandemic, particularly regarding telehealth. Parents reported that their child found telehealth appointments more difficult (347/665, 52.1%) and of worse quality (363/649, 55.9%) compared to in‐person. These difficulties were more evident in pre‐school than school‐age children. Consideration of these factors when implementing telehealth practice beyond the pandemic would improve family experiences, ensuring quality of care.