iiNet

Iinet is a disgrace I've had no end of troubles with them. Our general top speeds were around 2mbs. I've recently gone to a different provider, best thing I've done. If your thinking about going with Iinet have another look around and bypass them completely.

We have been loyal business customers with iiNet for over 13 years and recently converted to NBN with iiNet. As this was operating with no issues, we converted our telephone system to VOIP with iiNet on 18 March 2020. This has been nothing less than a total disaster as the system supplied by iiNet does not provide an acceptable level of service both product wise and customer service wise.

We have 5 lines and picking up incoming calls on other lines is impossible, with the handsets being unable to pick up calls from other handsets, leaving our staff running from desk to desk, trying to answer incoming calls. Since the systems installation and conversion to VOIP, incoming phone calls are frequently cut out or are never connected. Answering calls from handsets is a joke as a quarter of the time the incoming call is non existent from the receivers end, but still active from the callers, meaning a loss in customers from our end. Voice mail cannot be set up as the option is non existent (although promised). Outward calls suffer from the same lack of connectivity, resulting in several attempts to make a simple outbound call.

Each time we have made contact with iiNet (and there have been plenty), we have been on hold for periods of well over an hour. When we actually manage to speak to an iiNet team member, all of whom have been located in either South Africa or the Philippines (no local contact whatsoever), they have no idea on how to rectify our issues but are more than willing to carry out a factory reset, which does nothing whatsoever to alleviate the issues. As we have had this system for less than 2 months, carrying out multiple factory resets is not an acceptable solution.

That is, of course, assuming we manage to get so far as to actually speak with a customer support member, as the majority of our calls are disconnected by the iiNet team member midway through the conversation. Once disconnected, we need to sit in a queue again, waiting to speak to another iiNet team member who invariably disconnects the call, rather than speaking with an actual customer. Literally hours have been wasted by our staff in our attempts to contact iiNet.

This telephone system and its provider s dire lack of customer service has been for disaster for us and has cost us a fortune in lost leads and lost customers in circumstances when every customer can mean the difference between a trading business and one that is no longer financially viable.

On 30 April 2020 we contacted iiNet and advised we wished to cancel our contract. We were informed by iiNet that their cancellation team be in touch soon. It is now 08 May 2020 and we have had no contact from iiNet. In view of the above issues and iiNet s inability to provide an acceptable product and level of customer service, we now have no other recourse but to raise this issue with the Telecommunications Ombudsman and ACCC and lodge a formal complaint.

Iinet has been my provider for over fourteen years. I could not be happier with their response to any problem or enquiry I have ever had. They respond immediately, I talk to a person, not a robot and they get the desired results for you.

Historically very good and a leader in the industry, but now has some catching up to do in certain areas, such as mobile plans, and additional support channels such as chat.

IiNet thank u. Your customer service is excellent and never had any trouble with my internet, l can watch Netflix all day and never once has it cut out.
Love iiNet.

The team inside customer service at iiNet both for NBN and for domain hosting are extremely helpful, knowledgable and outcome oriented. Well done.

WORST CUSTOMER SERVICE !! provided false information and just not providing the right information regarding money required for start up . telling a person they are entitled to a refund from the credit on their account just then for a week and a half of stuff around to tell me no your not entitled to the credit.. from start to finish the whole process was ridiculous and frustrating. IINET USED to be the better providers but not now .. i will never recommend you again to anyone .

My NBN dropped out. But I rang Iinet and they answered straight away and talked me thru resetting. Very impressed with their service. This is my first time with them and I would highly recommend.

if you just browse the web and do basic online activity i would recommend iinet.But if you are a gamer and every millisecond matters in game there are better options. the latency, insufficient connection and server response time is very inconsistent so it results in horrible interference in game.

Some initial connection issues nore to do with NBN than iinet. Good after sales service and friendly staff. Reasonably priced and value for money plus able to resolve problems.

The service is very responsive. Whenever there is a issue, once it is reported, the staff ensure that all problems are resolved efficiently and are very courteous.

I have been with iiNet for 14 years. Never wanted or needed to change my provider. I had a seamless transition to the NBN with help from iinet technical support. If I ever have to ring them (seldom) the person I have spoken to has been so helpful, polite, knowledgeable and even amusing! What's not to like. Yay, iiNet.

I've been with over 3 years - and recently I've been getting speeds of between 3 and 9mbps and I have FTTP. While they promise average speeds of 44mbps, I've never had anywhere near half of that speed. And now a helpless customer service operator who couldn't do any trouble-shooting but quickly tell me that my modem is over 3 years and I should replace it at a cost. I think I deserve better than these worse than dial-up speeds. I now have to consider TPG or someone else.

Always had excellent, responsive and effective service from iiNet. Quick to pick up the phone and speak to an informed human being. Highly recommended.

IiNet are really a pleasure to deal with. I signed on when they had a special deal for reduced price installation. The technician spent over 2 hours getting our connection just right. So far after 2 years of trouble free service, they promptly trouble-shooted our modem which developed a fault due to a power surge. I am pleased to say they fixed our issue with the modem and we are enjoying a speedy internet once again.

Their technical support is second to none.

It's so refreshing to get prompt and personalized service, when for so many years, having to put up with the big telco service or lack there of, it has been a pleasure to finally get a service provider that actually cares. Making the transition over was even easier than I imagined. I'm here to stay! Thanks guys and keep up the good work.

I use iiNet for my internet in Melbourne and I find there service excellent, the people are very friendly, helpful and patient and always solve any internet problems I have had.

DO NOT GO WITH IINET THEY ARE ABSOLUTELY HORRIBLE! THEY CUSTOMER SERVICE DOES NOTHING! WE HAVENT HAD INTERNET FOR 3 WEEKS!!! IF I COULD GIVE 0 STARS I WOULD!!! THEY WONT REFUNS US FOR ALL THE TIME WE LOST NOT BEING ABLE TO WORK ON OUR BUSSINESS

I have been with Iinet for 9 years now for landline, mobile and internet. Their customer service has been a real delight. Always friendly, helpful and knowledgeable. No waiting on hold - their call back service is fantastic. No being shuffled from department to department either. Happy with the products and their service!

Had internet issues last week and I contacted iiNet and had fantastic support from a lovely lady Shannon. She was very knowledgeable and after a bit of back and forth got my issue resolved. Great job

Why do you have to charge a $75 fee for a change of address connection? Rip off :(

After all the other internet providers have stitched me one way or another over the year's, but iiNet have been 5 star!! I have been a customer for almost 3 years and have always found staff to be helpful and polite.. I am a single mum and payday doesn't always line up, but the staff ate always ready to help. I would recommend iiNet for value for money and customer service %100. :-)

Always have had a good experience with iiNet. Customer service has been good and prompt. Great speeds and plans available.
Recommend them 100%

This company and its muppets can't understand the concept of us wanting one internet plan and not two and have been charging us double for months.

I have been using iinet for 12 years and have always had excellent service. Absolutely no issue with them.

Good service, friendly customer service thus far, just added another service and was very easy...so all good so far !

I have always found iinet customer service to be a great experience. I have not had a bad experience with the iinet team they have always solved my issues in one phone call and are very patient with my concerns always. Personally i have not encountered a customer service team as good or as great as the iinet team.

Still waiting for landline issues tobe resolved. Its been 4 weeks now.

fair prices but the online toolbox is frustrating to deal with and not user friendly. the service is great and the speed was never an issue

It took me 5 phone calls and 2 months of waiting until my SIM card "started working due to an activation error", plus they wanted me to pay for the 2 months that it didn't work. And then after it did work I had 3 days left of the 3rd month, and they wanted me to pay for that too!

Few months later, I cancelled the phone number (in November 2018), but on December 1st they charged me again and told me it went towards credit on an account THEY deleted after the cancellation. They had told me they gave me a refund on the 28th of November, but charged on the December 1st. At this point I don't know what bullsh*t is happening there.

I have been a loyal iinet customer for over over 10 years when i was on ADSL i kept getting drop outs of my Internet every time i called they put me through reboot this turn this off over and over the same tests to find the problem now we are on NBN it is just the same everytime you call and wait an hour the same tests and then told told we need to monitor the situation again never resolving the problem if you heck the iinet toolbox it lists all the drop outs but they have to monitor it all the time tonight we have booked a movie and it keeps pausing while the internet catches up we have nothing else conected i have had enough

3 great year of service. A few problems along the way that was sorted with a phone call to the help line.
Would highly recommend iinet on service and customer service which is a really important part of a service.

Have a great support from iiNet during a modem changeover. My old modem developed a problem which they replaced with no charge to me. Setting up the new modem went smoothly apart from a small glitch. They were patient, clear in their directions and persevered until issue was resolved. Have always found them responsive.

AWFUL CUSTOMER SERVICE! We have had a problem stemming back almost 12 months where we had no internet or phone for 3 days. IINET couldn't care less about it. I have been trying to speak to someone on and off for weeks/months and still...nothing. Promised time and time again that a manager would contact us yet no one has taken any accountability and contacted us.
I have had one IINET member, a South African lady, who has been an absolute star in trying to follow up on this for me. It's no wonder they have a 'win back team' now - everyone's leaving and with good reason.

Absolutely terrible ISP that went down the toilet when greedy David Teoh (TPG) took over. Michael Malone should be ashamed of himself for letting his company become what it is today. Rude, unprofessional, untrained morons from overseas who don't know the difference between an email address and a cauliflower.

What is going on? I just upgraded my internet speeds and all of a sudden there is a problem between Perth-Singapore? A problem that was noticed 3 months ago and was ignored until now? Now I'm having so much trouble with my business and can't even connect to anything without dropping out every 2 minutes.

After days dealing with nbn connection and being told to have smart wiring done which I did just to be told I didn't have too. Rang call centre many times just being transferred to another person and put on long hold many times for nothing. Drove for 35 min to the store before closing but found store is shut (blocked with dummy poster) before time while all iinet staff sitting in front of Tenkadori Restaurant having coffee and smoke waiting for time hits 5pm.

Best they could do was look and grin hoping I turn away, victory smile as I walked off dissapointed. It was 4:20pm when I reached the door and iinet paid you till 5pm. Wish I could attach photo for the world to see.

The best internet provider ever! I have no bad words, the customer services are are the best I've ever come across 100%

A few days ago when I had trouble with my internet connection, first I called my son who is a computer expert always knows what to do. But not this time.
He told me to call iiNet.
A lovely lady helped me so quickly.
5 minutes later she called me back to check if everything was ok.
This is what I call 5 star service.
Thank you iiNet.

The customer service is excellent. I can easily reach them via online chat, phone call, or by email. Even during the lockdown period, I was in the process of installing NBN in my apartment and they never missed a single call from me.

iiNet is a great company to deal with. They are very helpful when I need to talk to them. I've never had a problem and am happy to recommend them for internet service

Excellent customer service is a priority for iiNet and that is exactly what you get. When I was looking for a new provider I contacted another high profile company and the two staff that I spoke to were extremely pushy to the point of being aggressive. I contacted iiNet and was very impressed with the service and their plans. I joined approximately 18 months ago and have not regretted it once. Service is prompt, any issues are quickly resolved, compensation is offered if an issue can t be resolved immediately, and all staff have been extremely helpful.

Having been with iinet for 14 years and had no issues that they couldn't resolve, I'm not about to change providers. Staff are friendly and patient when helping me resolve any technical problem I encounter.

As a senior I was extremely happy with the efforts all members of iiNet made helping me with my connection. My home phone also disconnected requiring a new modem and wiring but we eventually got there. Everyone was very patient with my slow reaction. I am pleased to be back on track. It was my own inhibitions that delayed the process. Once I had a closer look at what was required, put aside my trepidation and contacted someone, it took no time at all. Thank you iiNet .

Iinet were much better than I expected. The installers were good but i was extremely impressed by the staff member who helped me over the phone when I had difficulty trying to connect, as he was totally professional and had the perfect attitude to someone who was not computer savvy.
From the time I first spoke to them about connecting to right up to now, their team has constantly kept me updated with what was occuring behind the scenes with my account.
Well done Iinet you should be proud of your team.
The only problem I had was the waiting time due to their people being busy.... maybe they could hire more staff .
Once again thank you for your fine efforts.

Iinet is a great ISP, I have been with them for over two and a half years now, without a hitch - prior to that I have been with other prominent ISP's and they all eventually had issues that led to disappointment. I totally recommend Iinet, I am a thrilled customer!

Both I and my business have been with iinet exclusively for many years. I rarely have any problems but if I do their help desk is superb. My most recent problem was out of their control being an NBN issue but they remained very proactive in seeing it resolved. Cannot recommend them highly enough.

I m super impressed with the service from iiNet. Nothing to complain!

IiNet been very efficient and understanding.
Thank you IINET

Great customer service knowledgeable and professional. They help to solve problems not get off the line quickly. Highly recommended

We were connected to the NBN some 3 years ago and chose Iinet as our service provider. The service provided by Iinet has been excellent We have experienced very few problems with the service and on the odd occasion we have had a problem, it has been quickly resolved by their professional and competent staff. We have no hesitation in recommending Iinet as a competent and professional service provider

Thank you TPG for making iinet 100% crap :)
now looking for new internet provider
Cya iitpg

I bought a house over 6 months ago and started trying to get internet set up about 4 months ago...it still isn't done. Yes my situation was a little more complicated but still come on. I wanted to split my existing account into 2 so that my family could keep the internet while i retained my mobile account and then i could internet put on it later. After multiple switches and countless hours trying to explain what i wanted i had to baby step them through everything. Now i finally have the internet with my family and me with my mobile but there's still problems...my account was switched to mobile only so i cant get internet without creating yet another account, even though i said i would be doing that, not to mention when you sign up no on mentions that you can't use any other modem but there's if you want to have a phone.

DO NOT Buy a Business phone from IINET they DO NOT WORK!!!!!
CUSTOMER Service is a ZERO!!!!!!
There is No Support on this product!!!!

A nightmare at every step, do not give them a credit card number. There is no government oversight. I have never complained or written a review before. Do not waive your Customer Service Guarantees CSGs, all other regulations are self-regulated codes of practice and Telco companies cannot be fined or sanctioned by ACMA

Excellent product. Great Customer support and service, and unbeatable home internet offers. We have a household with up to 5 people steaming movies, playing online games at any one time (regularly 3 users at a time) and have never had any problems.

would give iinet less than a 1 star if it was possible. they send an email 05/08 to tell me the nbn service is active then on the 20/08 tell me it will take another 7 _10 days to process my order, what a waste of hours of my life

Full disclosure: I was politely asked by iiNet if I'd like to leave a review, and because I sincerely am happy with the service I get, I thought I would. I've been with iiNet for a very long time (even since the AAPT days) and have always found them to be extremely helpful on the rare occasions I need to call support. And here's something I found surprising: when they say they're going to call back to check on something, they actually call back! I also get Fetch services through iiNet and I'm *very* happy with that.

Have been with iinet since I moved to Townsville QLD in 2014.
Never had any issues, always happy with services.

I've been with iiNet a while now. Having moved a few times during this period. The ease of getting my broadband setup in the location has been so easy. The iiNet crew are professional, easy to talk with and get his sorted out in a timely manner. The internet speed and quality I've never had any issues with. Thanks for all your great service.

We changed our internet service last week to NBNFTTC and iiNet still have not cancelled the ADSL Off Net service we had. I have called them numerous times, sent many emails but to no avail. On top of that they have charged us for the NBN service and also taken out the next months payment for the ADSL. No one there seems to have any idea what they are doing. The iinettoolbox only has the ADSL information on it not the NBN. The word CHANGE means replace something with something else, it doesn t mean add to. I m at a loss as to what to do next.

I have good experience with iiNet for several years. Their staff are very friendly and helpful. I had several technical problems and they provided quick support.

I was assured my problem was fixed then asked to complete the survey before I received the actual confirmation email. Turns out the email did not arrive and my problem is not fixed. Back to square one. Not happy.

The WORST service experience I have had in 67 years of life spanned across 3 countries!!!! I have a modem problem with NBN broadband service. They tell me 3 month old modem is faulty. They "order" a replacement.... or so they assure me. Long story short....ended up driving to Perth iinet store to fetch a loan modem because they failed to order the modem as promised.....3 times....each time I had to follow up after a few days between each call... they NEVER called me or informed me what progress was! EACH time they promise and then ....do NOTHING!! Escalating my complaint also had ZERO effect. STILL awaiting modern replacement delivery. Now I get a message threating charges in excess of $100 if I do not return loan modem because I am keeping it too long..... but I still have no replacement modem. Left hand does not know what the right hand is doing...
EVER! Cannot wait for my contract term to finish ... there will be a BIG vacuum behind me as I run to cancel the contract! These issues on top of continued billing over charges at time of connection..... charges which they NEVER resolved and i ended up giving yip....toooooo hard.... they wore me down and won!
Now these issues 3 months after signing up with them.
Problem still unresolved.... and they do not appear even to have sufficient pride in their brand to care a hoot what a customer experiences.... or when they get bad press or review. Unbelievable!!!! Feels like talking to a big black hole....... telephone Customer technical service reps in Cape Town VERY friendly and nice.... but NOTHING happens to your problem or complaint!

I have been with iiNet for quite a number of years and referred my mum and dad also; the cost is a lot more competitive then others and the service is wonderful. Ringing up instead of holding forever iiNet will return your call, no more waiting in cue. I have always had a good experience with the team on the phones and I have found their patience with my technical inexperience comforting. Thank you iiNet. I'm only sorry that I can no longer purchase my phone through you guys. However at this stage I won't be leaving any time soon.

Worst experience, looting money from their customers.

After many months and months of issues with iinet, with the provision of services being abysmal - in fact words cannot express has disillusioned and frustrated I am with this organisation.

My issues originally commenced with exceptionally slow internet speeds (as in I could not load a web page) and after three months of consulting with iinet and iinet insisting that the problem was not with their infrastructure I eventually replaced around $5k of routers, switches, copper cable, modems etc. Eventually, after all the equipment was replaced, iinet switched me to another port on the exchange and then everything started to function correctly.

I then switched to NBN and was without a home telephone for 5 months.

Now the NBN has been down for 4 days and still no sign of a technician to get my internet up and going.

No internet, no phone, no email and trying to run a business.

I enjoyed being an iiNet customer any problems were quickly resolved by the iiNet team

The worst customer service and lowest quality internet and phone line imaginable. Absolutely horrific the way they treat clients from their head office which lent me a broken modem after keeping me waiting for 2 hours to their phone customer support staffed by unprofessional non English speakers. Internet quality is appalling service is even worse.

So no internet for 3 weeks and promised call backs that never happen your service sucks iinet. Looking elsewhere. Not even worth the one star that I had to give to leave the feedback.

Awesome service and so helpful and friendly when working out a payment enquiry! I have been a customer for 3 years and very happy!

Always polite and helpful, great callback option if you need, is available. 5stars

I have been with iinet for 2yrs +
During this time I have experienced great customer service through tech,connection and billing issues which have been minimal. Also during this time I have only contacted them maybe a few times, with issues that were resolved in great timing and mostly on the spot. Highly recommend

I swapped to iinet broadbandthe beginning of the year. I have been completey happy with the service. Support was always readily availabe and the transfer was swift and smooth. I have just purchased a another service for a second property, with the same result. Most efficient communications company I have ever dealt with - highly recommended.

Had great service and more assistance on NBN information than I expected plus future assistance when connected, very pleased. Thank you

Waste of time visiting the store and SUCH A LONG WAIT

Very friendly service, very helpful highly recommend iinet.

We have been customers of iiNet for several years and our experience with them has been extremely positive. We are not very IT savvy and have so grateful that the staff at iiNet have always conversed with us at a level we can understand. Which is very important for us. Tech staff have always been very prompt, efficient and solved our queries very promptly. Plus they have a sense of humour which we also value.
We would thoroughly recommend iiNet they well deserve our custom.

Iinet offer a professional back up service. The computer tech guided me through a recent problem and I was back to business in no time.

24hr support. Patient and helpful staff. Rarely any major issues.

The internet speed is poor and the customer service is awful.

The service of iinet has been excellent, I have had a few interrupted services and they are always easy to access and best of all you get to talk to an actual person! My band with has been excellent and I have not noticed any problems with the impact of increased people working from home.

one word... terrible...weeks without house phone.. weeks without internet.. and then there send out two faulty sim cards for a nokia phone, and in the end there told me to go somewhere els, to get the phone working..

Love iiNet, their friendly staff are always helpfull
and any issues are resolved very quickly

The most appalling service and connection. We decided to use IINET for business use when we transfered to the NBN never ending issues and the worst support imaginable. Will be terminating the contract and fighting them for the early termination charge. Why pay for something uoh can't even use ?!! Don't choose iinet Ever.

I disconnected from their service around a year ago due to high prices, terrible service and horrible customer service. Today i get an email with a bill?! I'm not even a customer! If i could give 0 stars, i would.

The worst company I have ever seen in my life. Thought to open a new account for internet, after a whole month, I still cannot use it.

Lost ADSL connection over a telstra landline.
Fault accured When NBN installed pits in foot path several days before
the February storms when the pits filled with water.
Both Telstra and iiNet were very helpful in this mater but nearly 1 month later we are still without our email connection.

iiNet made arranging my upgrade to the NBN easy. Professional, responsive and very courteous service.