iiNet Review

When I had difficulty accessing the internet, the people I contacted at iinNet were not only prompt in their response to my call for help, they had the NBN folk out checking for faults, they were patient and helpful in response to my inexperience with technology and got my system up and running without judgement or fuss. Very impressed.
Lesley C - from South Australia

I am a single private user who has been with iiNet for over 10 years, through various addresses, user groups, and modems. I remain a novice when it comes to the technicalities of computer and smartphone OS, networks, providers,etc., and have always appreciated their readily available 24/7 tech support and other organisational infrastructure. While there are plenty of cheaper fly-by-night providers springing out of the woodwork recently, especially during this NBN fiasco, iiNet's prices have remained very reasonable, especially compared to other major telcos. And because their service and Support is so proficient, efficient - and patient - they are truly good value.

I have found the support from the tech team to be nothing short of brilliant, a simple phone call and my problems are usually solved very quickly. If they dont have an immediate solution they keep working on it until they do. I am very happy with IInet and my service.

Having lived in remote parts of Australia and been effectively restricted to a single, expensive and uncompromising telecommunications provider, it is a complete pleasure dealing with iiNet.
I have a great service, and find the sales team often find cheaper plans that meet our requirements due to their excellent product knowledge.
Home internet and 2 mobile phones services, no problems and very well priced.
thanks

I have had some mixed experiences there. All the people i have dealt with have been very helpful and some are even knowledgeable. Marco is an absolute legend. Excellent service

Great customer service. Listened to my needs and provided great outcome suitable to my needs.
Highly recommend.

Absolutely terrible customer service. Now 24 days without a connection and still no real help from iiNet

Don t bother with iiNet
Worst service, had a service person laugh and say women don t understand. And between being hung up on and not called back it s impossible to get anything sorted. All the promises and no delivery.
Terrible internet reliability and terrible service.

Iinet is a wonderful internet provider. They gave me an exceptionally wonderful start to their service and planned it down to the last minute detail. Thank you so much Iinet. I will be back.

iiNet management are great to deal with, any issues are always dealt with promptly and effectively, i recommend them wholeheartedly.

Hello I have been with iinet for some time now and they have always provided me an affordable and efficient service. Over the years I have tried several providers but they have never delivered a service such as iiNet. I am not good with modern technology so whenever I go to visit my local iiNet office they are always very patient with me and explain things in my language. This is always appreciated. I would encourage anyone to become a customer of iiNet. I can only speak about my experience with iiNet but I only good things to say about them including the move to NBN.

The customer service and support is absolutely the best . Any questions or issues are resolved very quickly . The support team will stay with you on the phone until any problems are resolved . Best decision I have made to join the iinet family

Worst customer service experience. Different people ask you to do the same thing over and over again but no progress. One guy put me on hold for 25 minutes and then he hung up on me. Seriously needs to improve their customer service.

it has been one month and the days started to count a week ago i still cant get online the phone service is just useless

I had a smooth and helpful experience when contacting iiNet re NBN connection. Was kept fully informed electronically at what stage procedure was and received modum next day. I find iiNet's customer service consistent over the time I've had them as provider. Am expecting the actual NBN connection procedure to go equally well.

I think I overate the company by putting 1 star.. first when we change provider there were very quickly to charge $250 but they forgot to send us the router. So when they disconnected us from old provider we end up with no phone and no internet connection.. When we call them they said it will take
5 days to receive router ...after 3 hours on the phone and talk to several managers we received our router next day.. so can be done!!!. then 1 st bill..150 instead of 79..(iinet advertising price is 79 per month...).I called iiNet they advised me that we paying month in advance..and they promised they will not be anymore then $79 next month.. and guess what.. another month and another$ 150..I called them and I heard same story and promise from next month will pay$ 79.. I was so fed up with them and they ongoing excuse so I cancelled this service...I got new provider and luckily I pay exactly the advertising price per month.. no more unwelcome suprices ... by far the worst provider I was dealing with..

i had an amazing service with iinet and their customer service is a germ. dealing with any kind of problem via online can be major problem for us.
some of customer service reps aren t helping but with iinet i had experience differently.
they will help you in their best way and they never fail to provide best service. keep the good work guys!!

Been with iinet for years. Great, personalised service - I have an NBN account, and get regular check-ins from the same company rep to check if everything is OK. If I do have the occasional issue, it s great to have an individual contact.

Not one to leave reviews but iiNet is Aabsolutely awful internet. When your mobile phone has better internet than in the wall internet you know there s something not right not to mentionTthey were bought out by TPG and was then made into even more awful internet. You phone up and asking why 2 people can t stream Netflix at the same time and they offer a speed boost which they would turn off after a few hours anyway. So so so glad I swapped and please consider literally anything else over this absolute disgrace of an internet provider.

I currently live in regional Queensland and I've been with iiNet for over two years now and I've always received tremendous around the clock support and advice from the team. When they say 24/7, they mean it! I love their call back service, especially when I am not able to stay on the line. I've been with other major carriers across remote, regional and metropolitan Queensland, but they just aren't in the same league as iiNet! IiNet deserve a 5-star rating, all day, every day.

They have excellent customer service. These guys have always come through for me no matter what I call up about.
Would recommend them.

iiNet Company slogan- iiNet Connect Better. Connect better than what? A USB to a 3.5mm Jack? A screw in bulb into an Eddison bayonet fitting? An English plug into a Chinese socket? An iPhone 4 charger into an iPhone 6? A square block into a round hole?
iiNet your slogan should be- iiNet Connect Better than Telstra.......Marginally.
I've seen messages delivered quicker from messenger pigeons than iiNet has been able to send via email.
Don't even get me started on customer service!!

Been trying to cancel my service at a previous address for well over a year and am still getting charged. Cancellation process is shocking!!

My experience with iinet has been great service always up & running no freezing heaps better than other internet services if you would like a great internet provider go with iinet. After my long bush holiday I will be going back with iinet. Thank you iinet team keep up your great services cheers

Good service, prices are low compared to other services and specially customer service is great though they are always busy but good thing is they ve got a call back option!

THE ABSOLUTE WORST INTERNET PROVIDER! I URGE ANY BUSINESS TO STAY AWAY. WORST CUSTOMER SERVICE IN AUSTRALIA. WHATEVER YOU DO, DON'T JOIN, AND SAVE YOUR BUSINESS LOSS OF INCOME AND HOURS ON THE PHONE WASTING TIME WITH IDIOTS.

Since we moved to Geelong and switched from our old internet provider who was very good from Ballarat I have nothing but praise for iinet.
I had issues at one stage which were quickly resolved and very happy with all the dealings I have had with iinet.
In this day of online payments another bonus is when you pay the bill, you know it has gone through as they send a reciept.
Staff are great to deal with and friendly....nothing is to much trouble from the mundane to the technical.
Thumbs up from me for iinet!

All ways pleased with IINet and only changed because our building has been wired by another provider.

I have been with IINet for years and have had 0 issues during that time... you can get a hold of them easily and a call back service and they help immediately. Internet never fails. Highly recommended

Exceptional customer service, quick and helpful but the process of internet connection itself takes a month! All in all pretty happy with the service.

Happy to help nice and friendly staff been with iinet for over 5 years and will continue to use the service

I have found iiNet to be very efficient with sales and delivery of my modem following NBN connection. I had a small technical problem in connecting the modem to a range extender. The tech support team responded quickly to my phone call and were able to guide me through the process. I was impressed with the response time and quality of the support.

I have been with iinet for 7 years. Whenever Ive had an issue they are efficient ,friendly and easy to deal with. The call takers are excellent.

Great service and by far the cheapest option for us as nbn and mobile users

Was with iiNet for 7 beautiful years. Never disappoint me when I called for help. Best team! Don't pass you 'round & round'. This is what i call 'responsibility''.

DO NOT GET AN IINET ACCOUNT, IF YOU DO GET OUT....I have been with iinet for nearly 12 years, recently we moved business premises and have had the WORST experience I have EVER had dealing with a business in Australia (they don't deserve to be able to operate with their now completely inadequate customer service and business practices) We were left without internet for over 10 weeks and had to resort to mobile dongles, when I tried to discuss compensation with them I had nothing but a run around by their supposed customer service specialist Matty Merrington who could not even give a straight answer nor it seemed understand simple questions asked of him. I have asked repeatedly for a meeting to resolve with no joy and have also asked repeatedly for them to offer compensation for the pain we have had to endure again no joy.

I have taken this to the TIO to resolve as iinet will not even try to help them selves here.

I wish I could give negative 5 stars.

Great organisation. been with them 12 years. good customer service

I would like to thank iinet for its great service and support network.
I would definitely recommend iinet to anyone looking for a premium service
provider with the most comparable rates in Australia

Great company, very efficient. Very happy with them.

The worst service Ive ever experienced, waiting now for 3 weeks for internet to be fixed. The customer service is disgraceful, continually telling us next week it will be fixed and then nothing actioned but happy to take our money. They leave you to wait on the phone for 30 minutes and talk over you and speak to you like a child. Nothing is resolved. Would stay away from this company!

Great Reliable Service. Always fast, never have a problem

13 years with this company and what I have experienced the last few weeks has been nothing but exceptionally poor, unprofessional and ignorant!
We have gone days unable to work and earn any money with zero care from the company or the tech staff! Watch out for the quick fob off to another technology provider very quickly!
The bottom line if you are on a old legacy hosted web and email service your in trouble as they are trying underhand tactics to force you off the old servers onto a new contract! Through accident found out that IINET are charging way too much for very little storage! They then made it almost impossible to leave by changing the settings and making really harder to do things!
The company and its people have gone down hill massively and using legacy hardware but charging premium rates and the attitude from them don't give two hoots about you, your inability to work and make any money this has gone on for days and weeks! People sit up and take serious note to this as its not on!

The response from IINET is less than respectful!! You have the audacity to take more money from me this week! When I have reasonably asked for compensation! You have cost me 2 days of lost productivity and the legacy servers are not fit for purpose! You are fundamentally holding IINET customers to ransom to this legacy hardware and then telling them it s expensive to move across! Your own staff are even saying this! Listen to the IVR calls for the facts! The last two days I have asked for a manager to call me and nothing! How do you think it s even reasonable that the internet, web and email hosting which should now be classed as an essential service like utilities! When it s unusable for days that you think your above understanding and empathy to not be accountable for compensation. I have made it clear I expect a senior manager to call me ASAP! You have my number!

I recently contacted my internet provider, IINET regarding NBN connection. Not being Tech savvy I was, as always, given all the advise and assisted that I have received in the past when talking to the support team at IINET. I have been with them for 10 years and have always found their team to be helpful and takes the time to fully explain my options and the best solutions to any of my concerns. If you are looking for a reliable internet provider consider contacting IINET.

We've been with Iinet for about 5 years now. Overall the internet service has been great, but what I'm happiest about is that when things have gone wrong the support has been excellent, fast to respond and proactive with finding solutions.

After 10 years with iinet as a happy customer - something must have changed as the experience i have gad over the last 3 to 4 weeks has been unbelievably bad. I upgraded and lost all connection - apparently as I did it online it was all my fault? I did as instructed and at no stage that I prompted that I had done anything wrong or should have called them? I lost internet connection- apparently had 2 accounts, couldn't get a straight answer or a sensible conversation. Basically I felt like I was not wanted and they just wanted me to go away but were happy to and made sure they took all payments upfront. We then received or Fetch TV box ... it didnt work, we were told an new one was being dispatched because 'this often happens' , after 10 days we called as had heard nothing - they couldn,t find the details but would get back - no one did! I just called again a week later and was told yes its been despatched - when I asked why we were not told they didnt know why? So been paying for the service for weeks, lost all internet for a full day, had no fetch box or service since ordered it but they have and still are taking my money. Unfortunately 11net have become another large corporate who see customers as a necessary evil and not their lifeblood. Currently looking for another supplier to change to who cares about clients.

I lost internet for four hours and finally decided to call the support centre for help. Within seconds I was up and running again. Also the support person suggested/ offered to upgrade my service at no extra cost to me. Now my internet speed is four times faster. Great service from iiNet support staff. Thank you.

Has to be the worst internet provider experience I've ever had. Big run around never speak to the same person even if they say they'll call you back and 3 weeks and still no closer to internet.

I have been with iiNet for many years (previously AAPT) and the dedication of their staff has always been outstanding.
This was especially evident during the installation of the NBN recently. Spent many hours on phone. Problem with installation turned out to be water under the house and in phone line. The iiNet staff were extremely patient and very knowledgeable. I now have a reliable and high speed NBN connection.
My family members on my account and at 3 discrete addresses, have NBN, ADSL, netphones, mobiles etc. I have occasionally asked for different rebates to be applied and in most cases iiNet was able to acquiesce.
I am extremely fortunate to be an iiNet client and have no hesitation in recommending their company.
Thanks iiNet
Janet

Had reason to phone Iinet techs and found them extremely helpful and patient with me as I'm not that tech savvy. Everything was clearly explained so if the same thing was ever to happen again, I now know what to do.

Nothing but liars! Was told I would have everything working within 10 working days it's been over 1 month and still waiting

iinet in short - signed us up, charged us and still do, for a Mbps you knew you couldn t supply
Unable to supply a regular reliable connection
Bounced us around in the first months from pillar to post blaming everyone but yourselves in the hope we would give up, which we did
Help desk based overseas contains too many snake oil sales people that say the most stupid things

And ps
Of course, we haven t had internet for two weeks, this time
Enough methinks, of our time, effort and money

Excellent customer service, no waiting on the phone and my enquiry was resolved in a matter of minutes. I would highly recommend iiNet. Well done

Support staff were friendly yet professional and informed of their tasks at hand. A quality not found often in the service realm. I'll stay with iiNet - as long as management understands and rewards staff for their effort. Well done and my respect.

Hi I'm not that good with English before 2yaers I make internet dael with iinet but it's very good better Then Any One they have good service they fixe any problem and sometimes give me extra time to paid my bills idont have any problem with iinet tel now

World-class service and follow-through. The benchmarks that iiNet demonstrate in customer service are a telling example of what can be achieved in the Telecommunications industry in this country when Management is effective and the staff are satisfied. Your customers can always tell when all levels of the organisation are working effectively and efficiently. Thank you.

We have been with iiNet now almost 14 years and have always had excellent customer service. They continually resolve our issues in a timely, proffessional and friendly manner.

Total rip off, no customer service, unfriendly and unhelpful in every way, stay away from IINet.

Was a good company before being sold to TPG. Have been trying to get through to iinet support for over 2 weeks. Never ending phone calls and emails. Never get a response!

Don't do it will destroy your life I have had nothing but Traubel they don't have a complaints department

Absolutely brilliant service in a time when I am sure they would be snowed under. Brilliant customer service!

We have been with iiNet for many years on their month to month plan and have been totally happy with their product, service and price. They are definitely value for money !!!

I changed to iinet approximately two years ago and I have never had an issue. The customer service is excellent especially in this day and age. I am so glad I made the change

BAD, Don't go there!
sales lady was good. got 10 e mails saying how good IINET is and about customer support, then I got an invoice and still had no modem.
cancelled my credit card - not paying
The help desk needs HELP. zero stars

I have been connected to IINet for quite some years now and have hardly ever had to contact them regarding any problems with my service. I recently had an outage and found them very helpful and professional and my service was fixed without any fuss. Their communication with me was great and I would highly recommend IINet.

Been a customer for 5+ years. Internet has gone down over past 2 weeks and has not been resolved. Wait time on the phone is always 30 + minutes - technicians are unhelpful and at times condescending in asking to restart your modem.

iiNet staff are always willing to help. However, I do not like their new billing system. I would recommend their service to friends.

They tried to upgrade my ADSL connection and landline number to NBN and have torally screwed it up. Now I have no internet connection and no NBN voip phone. Nothing. For the past week and no idea when connection might resume. And I have been iinet customer for 17 years! Total incompetence!

Never had an issue with any service from the customer support crew at iinet. My experience with them today was no exception.

I have used Iinet for my home phone and internet for years and have always found them to be reliable and helpful

I needed support getting connected.
Quick response from friendly and helpful staff got me connected with minimum effort.

Fantastic service from your staff during my recent outage. Ayanda was amazing. She spent hours trying to resolve the problem and when unable to do so organised a request for a technician. She told me I would be contacted within 24hours and given a date and time for the technician to call! I honestly did not think this would happen but it did. I was contacted and told the technician would arrive in 2 days. He arrived right on time and fixed the problem which was line related. Internet providers often get a bad press (in many cases justified) but I cannot fault the service I received this week. Kudos to all at iiNet

Whenever I ring iiNet I always get my inquiry or problem solved with very friendly and polite people. I would thoroughly recommend iiNet to friends,family and acquaintances for nbn services and mobile phone service. Thankyou iiNet

We have been with iinet for 8 months, the the process to change over to them was with ease and when we have any issues it has been prompt to fix their service has been great so far and i would recommend them to anyone well done

Recently churned to iiNet. Should have done it ages ago. Took up NBN plan. Equipment supplied was easy to connect and everything worked immediately "as advertised". Had a technical glitch a week later. Barely any wait to get on to tech support. Diagnosis was thorough and clear (a dud cable splitter already in our system was the cause). Top notch iiNet.

If I could give a zero i would worst internet provider I ve ever been with. Constantly down and always having issues yet never compensate for anything. Once my contract ends I m out.

I have been with iiNet since 2008 and have always received an efficient, generous and friendly service. Whether I ve needed technical support or assistance with my contract iiNet has always gone above and beyond to help me out. Whenever anyone asks which provider they should consider, I always recommend iiNet! Thank you all for the great service and support.

My worst experience with IINet since the last ten years. Poor customer service and support from the manager in Subiaco Store.

Charge the most for the same NBN connection, horrible customer service. there are so many other providers go to them. don't use iiNet

I have been with iiNet since it first started. When I had NBN installed January 2018 I have never had any problems. The technical staff are all very helpful and I have had no problem understanding anyone. In all cases the problem was fixed in one call. I can highly recommend iiNet and most of my family and friends also belong. Lorna Qld.

I spend over 4 years with iiNet and always had good experiences with both sales and technical staff. They were always positive and professional. If it wasn't a pricing issue I would have connected my NBN with them.

Just had another positive good humoured encounter with the trouble shooters at iinet. Not only was the problem solved promptly - always good!- but the process has become a learning experience for me. Well done iinet!

Contact with support required only a short wait & the support person was able to resolve my complicated (to me ) problem after persistent attacks on the same & different aspects of the problem.

i find the staff to be knowledgeable and friendly on the phone

Have had trouble with our home internet on a few occasions and iiNet's Customer Service has been exemplary to solve this for us. Thank you :)

Friendly, understanding, professional, helpful staff and services. I highly recommend iinet to any one looking for a fantastic experience

Excellent service . Helpful friendly staff.I recommend iinet to everyone that i know, they always try to help me when i have a technical problem. I have a home bundle package . home phone internet , and net flex . keep up the great service.

The only reason i didnt give 5 stars is because of an error in billing! Otherwise iiNet has never presented a problem!

So, we have been without internet for 4 days (after the storm it dropped down) and obviously the IInet staff is on holidays at the moment, as it is long weekend. As I am the one who is working from home and running the business I don't understand how iinet can claim that they are the best without providing NO service during long weekend. I am on the Perth hills, so would not recommend iinet and looking for the alternative now.

I'm a "refugee" from Exetel & its 101% deplorable service. I'm new to iiNet. I have had a couple of minor glitches with iiNet that have been resolved quickly & satisfactorily. I pay more as an iiNet customer but, given that the reception (not a single internet outage or drop out), reliability, & quality of service is faultless, switching has been a very wise investment.