After 20 years of being connected with iiNet I wil...

After 20 years of being connected with iiNet I will finally say THANK GOD I AM LEAVING YOU! Since your TPG take over a few years back, iiNet has become by far one of the WORST internet providers when it comes to customer service. I pre-ordered the NBN for my address back in early November that was set to be released by the 7th of December and connected within 24-48hrs. I have spoken with the so called "iiNet Customer Service Team" and the so called "Managers" of those departments for a whole week, everyday, as to why my NBN connection has not been setup leaving me sitting on my hands with NO INTERNET CONNECTION AT ALL. I have over 6 different reference numbers from different employee's of iiNet which include managers, I have placed 2 formal complaints against staff members of iiNet due to their inability to rightfully service a customer, let alone a long standing customer. I asked 4 members to add my name to my partner & I's account so I can further deal with the issues at hand and had my partner confirm each and every time that it was alright to have my name on the account. All 4 times, my name was never added to the account! I asked, pleaded and then demanded to speak with a manager on several occasions to have iiNet staff members tell me that I am not allowed to speak with managers, I even had one refuse to tell me his managers name so I could not reference it in my official complaint. I had 2 iiNet staff members contradicting each other and then had the one employee tell me to forget what her manager just told me to do and for me to do what she is telling me to do, to rectify the issue. I requested numerous callbacks from iiNet staff members, from 9 callbacks only 2 were fulfilled and those 2 calls were between 4-5hrs passed the time the iiNet staff member said they would call! One of the iiNet staff members DIDN'T EVEN KNOW WHY SHE WAS CALLING ME! Another iiNet staff member even had the audacity to tell me that he was too busy to deal with my issue and had numerous customers on the line waiting, telling me he would then call me back in one hour, then proceeding to hangup before asking me for my phone number (especially when iiNet STILL had not had my name & information on the account!). In one instance I even had an iiNet staff member tell me that they are not trained in the department of the issue I am having, so why were they even on the phone? Why did they not transfer me to someone who was "trained"? It appears iiNet is now a company that likes to hire unskilled people who just follow a protocol chart and physically have no idea about the internet/NBN/setup/cabling/connections/modems/routers you name it, they don't have a clue! For the passed 4 days the iiNet staff members I have spoken too all say the same thing, like a broken record (or reading from a protocol chart when the issue is too hard to deal with), "It will be connected in 24-48hrs". 4 days more have gone by and I STILL DO NOT HAVE AN INTERNET CONNECTION! iiNet have out-sourced their NBN team to a provisioning team by the name of NOVUS and now have no idea of what goes on with their NBN customer's accounts. So a division inside a division that also does not remain open or contactable after 5pm EST leaving NBN customers in the dark. SO MUCH FOR 24 HOUR SUPPORT!

I will end this message with a GOODBYE! and GOOD RIDDANCE! And have a Merry Christmas.