iiNet Reviews

iiNet have been a solid provider of internet services in Canberra from the beginning. I've never had a problem with them. Minor issues such as an outdated router has been dealt with promptly and at no additional cost. Internet speed and reliability/uptime is the best in Canberra.

Souless company that no longer care about the customer. I feel sorry for the people working there

Helpful & patient over the phone. Talked me patiently through a few queries about or account. Stress free conversation.

Enjoyed the service from IiNet reasonable price that was affordable for my family and like the service we received

SERVICE IN DECLINE BADLY ON HOLD FOR OVER 1 HOUR - NO MODEM DELIVERED FOR NBN INSTALL HAS BEEN 3 WEEKS NOW, THE PEOPLE IN THE PHILIPPINES DON'T UNDERSTAND ANYTHING THE ENTIRE SERVICE HAS SO FAR BEEN A DISGRACE SHAME ON YOU - IT USED TO BE A GOOD LEVEL OF SERVICE BUT NOW WOULD RATE IT AS EXTREMELY POOR AT ALL LEVELS .

Have a wonderful time with fetch TV and Netflix makes my home a lot more comfortable.

iinet...... bloody awesome. always deliver above expectations.

My experience with iiNet was a positive one. The staff were always polite and helpful.

Great service with polite and helpful backup when required. Thank you

JUST SO PEOPLE ARE AWARE; I have been with iiNet for the past 2 years, prepaying my account before usage and as of the past 2 and a half weeks, we have had a fault on our ADSL2+ line, to which iiNet has sent out a technician to find that the fault lies outside of our property and is with the terminal hub. 2 days later after they had said they had referred it to telstra, because it was not iiNet's problem it was telstra's fault. The next day I got a phone call FROM IINEt to say that it has all been fixed and we would be compensated for the 2 and a half weeks with an internet connection of 400kb/s. I was not home at the time of this and could not confirm that the problem had been fixed, but i was happy and said i would check when I got home. When I got home, I decided to run an internet speed test through IInet's website and found that it had gone from 400kb/s to 1.1mb/s.... I was on an ADSL2+ plan, paying $69.99 a month and to them this was considered to be fixed. to be given 10% of the expected speed and 5% of the optimum speed, but still charged the full price. I proceeded to get back in contact with them and after being condescended to and told that i wasn't aware of how the connection works, even though for the past 2 years we have been getting around 6-8mb/s, that suddenly, all the speed that could be provided was 1.1-3.1mb/s (obviously the 1.1mb/s being the connection speed that it was constantly pinging at whilst on the phone with them). I asked what would happen with the previous 2 and a half weeks i was charged for a service that wasn't provided when speaking with "RABIA" the "on duty manager" and told that i would only possibly be compensated for the 5 days since reporting the fault. I have now cancelled my account with them and am lodging a complaint with consumer protection to at least try and recoup some of my wasted money. My advice is DO NOT GET INTO A CONTRACT OR TAKE UP LINE RENTAL with iiNet before asking to see verification of your true speed that will be provided. It is not just in the NBN line rentals that they are lying to their customers, it is across ALL PLATFORMS AND "SERVICES" they "claim" to provide. Customer assistance was the only reason that we went with iiNet and the only time that there was a problem, their customer assistance was beyond reprehensible. Extremely disappointed about the lack of customer service and condescension from their staff.

iinet could teach Telstra a thing or two, their call centre speaks English & problems get resolved, promptly.

I have been an iiNet customer for several years and have always been happy with their amazing customer service and reliability of our internet

I would rather stab myself in the eye with a cactus than ever call iiNet's revoltingly poor customer service line for support again... Waiting hours and hours for unhelpful rude staff. Boooo. Avoid this horrible company if you want to keep your sanity.

Once you have established a service provider we all want the service to be without any issues. However there can be technical and invoicing issues that cause us to need to communicate with the service provider to resolve these issues.
I have been with iinet for some years now and have had the need to contact them on a few occasions and its has always been a pleasure to do so with compentent, friendly staff to resolve any issues on the spot I wish I could say the same for my bank and to a lesser extent the other service providers I have to deal with, keep up the good work guys

The best telco customer service I have ever experienced. Recent call about a 5G wifi issue; they answered within 30 seconds & Customer Service Rep stayed with me to patiently walk through all the possible causes until it was resolved. Top shelf post-sale service!!

Ever so helpful and patient with me who is not very technically saavy.

We have been with iiNet for 8yrs and today we finally connected to NBN after putting it off for 15 months since it became available - mainly because of the negative publicity. Our experience has been incredibly positive so far with the HFC technology.

The booking process was easy, and iinet got everything organised in the background. The NBN tech came out right on time and installed a new wall outlet for us and was done within 30min. Should have done it sooner!

Would never ever go with iinet again. WORST customer service I have ever experienced. Dumb founded!!!

You have the rudest staff! I had to deal with a woman with asian ethnicity with short dark hair and she was possibly the most unpleasant person ive ever dealt with.

I have been with IiNet for 10 years. Have always been happy with the service, price and customer relations. If I have a problem (which is rare) it is fixed quickly. I will be staybibg with IiNet when I switch to NBN next year.

These has been a terrible company ever since TPG bought them out. They used to be good.

I'm glad that I chose iiNet for my NBN. They act on the problem straight away.

Do not try and use this network for streaming even with NBN it constantly buffers, used to be a good network provider now its POOR

Time flies...16 years with Iinet and still very happy and satisfied with their service. Recently had to upgrade the NBN plan due to remote learning and working from home. Was informed that it will take 24 hours for the new speed to take effect. But it was DONE and READY to go in 4 hours, not 24 hours! Thanks Iinet for your great support.
p/s Bob in the Ad still look the same after all these years!

I am currently using iiNet for the 2nd time (since I keep moving cities every few months for my studies/work) and find the flexibility and customer service in iiNet unbeatable. I live in a regional town in NSW and found them to be much better value for money than Telstra. Being a student, having the technician come to my place FOC was helpful (Telstra would charge 90+ dollars). No lock in period was great too. When I signed up with them the second time, I could re-use the modem I used earlier (unlike for Telstra who asked me to re-buy a new modem). And even better, I got 500GB for 60 bucks which Telstra could never give me even in my wildest dreams. I have used Telstra in the past and the speed is comparative. I have used Belong once but after many phone calls for nearly a month every night after work, I couldnt get them to work my service. They never kept up to the timing promised in follow up calls. However, in the 2 times I have used iiNet, the CS have called me back when they said they would and I never had to wait for their follow up calls. Even better, iiNet CS have themselves taken an initiative to call me or message me with the slightest development on my case.
Overall I am much happier with iiNet because of the cost saving, the ease of installation and activation and the amazing customer service which was there to make me known that they are taking my case seriously at every step. I think the staff is well trained and hi5 to you guys. Pls keep up the good work. It is really appreciated and I have told my friends about how amazing you guys are.
PH

Very happy with iiNet. Very easy to speak to a real person and any issues are resolved promptly. Prices and services are competitive.

iiNet costumer service staff member was really helpful and immediately did what he promised. Internet connection is good and fast.

I would like to say thanks to the iinet team and technician i had a problem with my speed and rang 3pm. 9am The next morning had a technician out and solved the problem. Cant complain about the sevice. THANKS

Worst internet service provider and all customer support team members so Rude
I personally recommend don t use this service.

Head in hands. Staff are really lovely but completely untrained and have no clue. Going on 15 weeks of billing for a service we do not even have, and they cannot seem to sort it out?!?! iiNet is currently the worst of a bad bunch - serious amount of work needed to sort out their current issues.

IINET's support is fantastic. I've been with them for over ten years and whilst I don't have many requirements to call their support centre, when I do, it is excellent. I pretty much get through to tech support straight away, those on the phones know what they are talking about and I have NEVER been left with a problem unresolved. The team in South Africa are epic....they are always chatty, happy to have a laugh and nothing is ever too much trouble for them. I'm hoping the takeover by TPG doesn't disturb IINet's' terrific performance. I couldn't be happier to recommend them.

We have been iiNet customers for many years, initially just for internet but now we have internet, phone and mobiles bundled.

IiNet has always been helpful when we have experienced any problems and offer timely and useful advice.

I am happy to recommend iiNet as a service provider.

I have been with iinet for 11 years and only had one issue which was my fault.
Great service and people, highly recommend.

I was with iinet for 18 months, nothing but issues, none of which were ever resolved. Customer service is absolutely appalling. They even threatened me with extra charges for allegedly 'calling about issues that didn't exist'.
I had to reset my modem twice daily & still didn't achieve anywhere near the speeds indicated on the advertised plan. I WOULD NOT RECOMMEND, very unimpressed with iinet & the terrible customer service.
Currently awaiting confirmation from iinet about waiving my early contract termination fee, as I will be absolutely disgusted if they say I have to pay a fee just to get free of them.

I have been using the iiNet service for 2 yrs with no problem, and the customer service are quickly to answer any questions and do as they can to make sure all customers are happy, If you looking for a better internet and better network apply with iiNet is more efficient than others company. Thank you

Used this ISP for many years since the 'old days'- Netspace.
Very few problems. Responsive in fixing the odd glitch. (it helps if you can understand a strong South African accent!)

iinet have always had excelleny customer service and support. Any issues I've had with them have always been easily solved as painlessly as possible. I would always recommend them as an ISP of choice.

Been a customer for 10 years, always had great service, speeds received as advertised, only thing they could improve on is customer service.

I have found the customer service at iiNet to be absolutely first class. The technical support person is ever so polite and patient. Whenever I have had an issue with my phone or internet he has persisted until I have received satisfaction. I am totally satisfied with the excellent service that I have received recently on changing to iiNet as their package of land line telephone(voip phone), mobile phone, internet and Fetch Entertainment is everything I hoped it would be.

Coverage has been pretty good for living in a country area. Staff are always very helpful and friendly. Calls are answered quickly and by an actual person. Tech staff are great at talking you through things. Definately recommend iinet.

As I have already advised iiNet when I was raising a complaint about problems with connecting to the internet iiNet representatives could not have treated me any better than they did. Full marks to the iiNet team.

The operator was very helpful in getting a longer ring tone for our mobile phone.

I ve been a loyal iinet customer for years, after a brief switch to Telstra. iinet is by far the best customer service and their products are great. I had to wait a while for NBN but it was worth waiting for iinet as my provider.

Allways helpful when I go to the office with a problem or information . I have been with iinet after aapt so that is a few years . Over this period I have had problems Which they fixed every time ,I recommend II net .

Shame on you Iinet your service is non existent and you are not looking after any of your clients - your call back system does not work and it is impossible trying to do business with you - your advertisements are rubbish in so far as what you do for your clients - you are worse than Telstra and there is no excuse - if you have the money for expensive advertising then you should have the money to look after your clients properly.

I have been with iiNet now for about 4 years, I have been appreciative of the Amazing service of which they provide. Nothing is to much trouble for the team, they help you out with anything you may need or even if you don t understand something they will take you through the steps one by one or they are able to fix most things for you on their computers. Keep up the great work iiNet & your great prices

Always easy to deal with and extremely good support staff

The operator l talked with was great, he spoke perfect English so we were able to understand each other. He was extremely helpful and wad able to fix my problem.
Great service.

iiNet have reasonably comparable rates for unlimited internet. The internet connection itself suffers from peak period slowness and iiNet will offer you an upgrade at a price to stop this. Their Customer Service however is exceptional. Every person I have spoken with is extremely courteous and respectful of my issues. They go above and beyond to resolve my issues with one person, Muhammad, spent literally hours resolving my issue successfully. I do recommend iiNet to my friends but do not believe additional costs are required to get a stable service. Cheers

It s a real hit and miss with these guys, after all the problems I ve had with them they were telling me how valuable a customer I am and now they are jerking me around again.......

A very efficient & accommodating service desk member resolved my issue with a minimum of fuss. Well done Jared

Staff are always so helpful. Been with them for years and would never change. Great service!!

Rubbish non service , don't waste your time and money, the iinet of old is dead and gone, it's now TPG and it's horrible

Have had intermittent internet connection for 9 months,the last 2 months almost no connection, have spoken to over 12 support staff, wasted hours and hours on the phone, have waited for call backs that don't happen, this week end said i wanted a refund would be getting on to T.I.O. and wanted a call back from a supervisor to confirm waited around no call back. Service could not be any worse. Doubleview West Australia Steve Doughty

I recently moved to Russell Island in Queensland and when I was left hanging, without ADSL internet connection by two major telcos for weeks, iiNet came to my rescue. Everyone I spoke to at iiNet was polite, informed, efficient and kept me informed the whole way. I was up and running in no time and I haven't had any problems since.

Whenever I need to contact them now, they strive to assist me with reliable information, while being friendly, patient and professional. No question I throw at them is too difficult or silly. I love their on-line Toolbox too! It's full of up-to-the-minute info on my account so I can access that without having to call anyone. I also feel relaxed knowing that the transition to the NBN will be hassle-free from iiNet's end.

I highly recommend iiNet (and I'm not even being paid for this glowing endorsement ).

Customer support is fantastic, always available and friendly. I've been an iiNet customer for over 10 years because of the fees with no hidden costs and the 24/7 technical support.

Excellent service and quick response when you need help very happy

Poor speeds , minimum 1 hour to speak to a technician. It's really hit and miss. The connections works some days and sometime not. Will look to cancel my contract very soon

I have been with iinet for 7 years. Have had no complaints. Support team are always professional, knowledgeable and helpful, often going above and beyond.

I have been with iiNet for 4 years since getting the nbn connected. I find them easy to deal with, never had any issues with internet while using them, you can upgrade your plan at anytime. Cost for unlimited data is pretty good at just $79/mth.

We have 2 desk tops ethernet connected, 3 tablets, 3 smartphones and 2 smart TVs wi-fied. We have had small issues but overall fantastic.

I recently began having problems with an intermittent internet connection which necessitated a call to my ISP, iiNet. I dreaded making the call as I expected a long wait time before getting through to someone in a call centre far away speaking with an accent which was difficult to follow. To my astonishment, I got through to speak to a person in Technical Support almost immediately. He was courteous and helpful. The result: I will be sent a new modem.

I next asked about the special promotion which iiNet has been advertising to new customers for high speed broadband internet access at a very good price. I asked if, as an existing customer, I was eligible to receive this deal. I was told that no, I was not eligible, but as an existing customer of almost 20 years standing, an exception could be made. I was transferred to someone in Sales and Marketing. She was also polite, courteous and efficient.

These days customers have almost come to expect to be treated badly by their bank, utility company or other business, no matter if they have been a customer of long standing or not. iiNet is a company which has a policy of looking after its customers and rewarding customer loyalty.

I have been with Iinet for over 3 years now. Up until now I have had no problems at all with this company. Recently, due to a power cut my modem stopped working. I had wonderful service from Iinet with 3 different people I had to deal with to try and get it up and running. In the end I had to order a new modem. Iinet told me it would get to me in 3-7 working days and I received it in 2 days! The people I had to speak to were all so patient and helpful, I would definitely recommend Iinet for your internet services.

Since TPG have taken over Iinet are terrible and their customer service has fallen away as well. I was charged a $300 fee for leaving Iinet after I was told in writing that I was no longer in contract. Westpac were also useless in getting my money back for me.

Great customer service and quick to address issues and answer questions.

I have been with Iinet for years just recently changed to NBN seamless transition great customer service highly recommend.

We sold our house in mid June and our settlement for our new house is in 6 days. 4/10/19.
We haven't had a land line phone since then.
I have had messages telling me when my 50% used my monthly limit.
I phoned to check how to look at my usage and Samaritan was fantastic.
It's nice not been made to feel completely useless when you are still learning about how to do things on line. It was nice that I didn't have to reset the password. I seem to forget them frequently. And then they won't let you use the same password again.
Some people have no problems using tablets and phones.
I find it quite frustrating. Things that should only take a few minutes can take 20 - 30 minutes.
You can't find something and then you find it and you say to yourself, "How did I do that" or I'll have to remember for next time and next time comes and and your back to square one. How did I do it last time.
I am impressed with the service I received from iiNet so thank you.
Angela.

I find the staff helpful and friendly it is great to get help like this.
Thank you Sue

I have been a customer for seven years. Never had any problem with my internet service. When I have had to call iiNet, the call has been answered promptly, with no transfers and waiting on hold for ages. The assistants have always been friendly, professional, knowledgeable and easy to understand! They return calls quickly and when they say they will with the required information.

Helpful staff. No problems with internet connection at home. Overall so far happy with my choice to use iiNet

Best customer service I have experienced, quick resolution to a connection problem.

If I could give zero stars I would. This has been one of the worst experiences I have ever had with any organisation. 6 weeks and still my internet is not fixed, at the moment it is not working at all, IINET response is it is working our end. They said they can send a Telstra technician out, however, this will cost me $130, even though I have lost around $4k-$6k worth of business due to the incredibly poor product and service. To make matter worse they ask me to borrow a modem, to check if the one I have is faulty. They have accused me of not paying my invoice, when I clearly have and then a customer Service representative says this is just standard policy to respond in this way. Anyone looking to use IINET, I suggest you look elsewhere, as they clearly do not care about their customers and are just chasing the dollar. Worst Customer Service I have ever experienced, Worst product I have experienced, some of the longest waiting times i have experienced. My advice Stay away from IINET.

Service rep called me back and sorted out my issue so quickly.

I loved this company as a provider for a long time but now I have moved house and this company is incapable of communicating between themselves and giving me a straight clear answer as to when I can be connected after being told twice on consecutive days after follow up that I would be connected in 24-48 hrs
Still no internet, no resolution after a week. They need to book a tecnician now and will come within a week not sure when
Not good enough... I ll be seeking another provider if this isn t resolved soon

Very pleased with the customer service and internet service Iinet has provided

Amazing support and friendly, helpful, and HONEST staff!!!! SERIOUSLY!!!

Fantastic customer service, no waiting on the phone for ages, Fetch TV is awesome, internet is fast, I can honestly say that I have had NO issues at all, extremely happy with iiNet services.

I held onto iiNet as they were great in the past, originally it was on a hired phone line plan where i couldnt get unlimited while waiting for NBN.
once i got NBN wireless, me speeds seldom got above 4MB/s on my ^69 12mb/s plan even after multiple phone calls over 2 years. i just switched providerd and am averaging 19mb/s for $50 a month.
a month later and iinet have billed me again after i had cancelled with them, iv been advise to reverse it or get a refund of the apparent $76 credit i have with them it will come at a $10 charge unless i give my card details (through the iinet online chat). that was an hour ago and im still waiting on the chat for toolbox logon details as they removed that when i cancelled my account (the other end has gone dead).

As far as ISPs go I ve had a good experience with iiNet. The customer service is one of the main positives as I ve found you get to speak to a human quickly when things go wrong (and they always do at some point with Australian broadband!) and they are always willing to help to resolve (they seem incentivised to do so rather than just churning through calls which I ve seen with other ISPs). Overall, would recommend

STAY AWAY. I used to get 17-19 Mbps all the time and ever since iinet has been taken over by TPG its seems my service is getting worse by the day, i now average 8-9 Mbps, if you are lucky to get high speeds expect terrible ping and every night around 8PM AWST to 10PM AWST it's close to unusable. Speeds drop to 2-4 Mbps and average ping in games in that time (8pm-10pm) is anywhere between 400ms to 2000ms. don't even think about downloading anything over 10gb in a reasonable time. Such a shame to see such a once great company fall so far.

Have been with iiNet for many years and love the service overall, all things considered :)

Have returned as a former customer of iiNet and am very glad I did. I am saving so much on mobile, internet and TV. When I have needed assistance I am connected quickly to a service provider who speaks English and always resolves any issues I have. Keep up the great work iiNet. I would encourage anyone who is looking for a telco to give them a go.

iinet have brought me into the twenty first century with my first home connection to the internet and it's been fantastic. It's brought a whole new dimension to my life and world. The service has been awesome.

I have been with iinet for about 3 years now. It's been mostly a positive experience. There have been connection issues which have been addressed without much delay.
Customer service has been the best part of iinet. It's a relief to get to talk to real people most of whom are knowledgeable, in a time where we are left with faqs, bots and email responses that takes ages to get the other end to understand the issue we have.

Cheers
Mohammed Athique

Thank you so much for the quick and satisfying response I received when I had a technical issue with my internet. It is much appreciated. Luci

Wonderful professional customer service and technical back up ect who really take the time to explain things ive been with iinet for arround 6 yrs won't change

Poor customer service. Worst i have ever seen. They will only tell you about the cons of getting on contract but will never tell you the crazy amount of money you have to pay when you break the contract. I had to break the contract just because they cant provide me with decent internet plans on opticomm they want me to pay 70+ for limited internet with false advertised 25 mbps limit which you will never get where as there other providers offering unlimited internet with $60/month and have far better customer service.

My daughter has been studying for an exam tomorrow and iiNet has let us down again, there seems to be no time of day one can rely on this ISP as its likely to go down at various times of the day or night. My thoughts are if anyone wants a reliable service pay the extra few dollars and get Telstra with the 5G backup SIM card.

These guys dropped the ball on a business relocation that cost me at least $10k. Fail.

Go on do it yes thats right sign up to IINETT ive been with them since they started & have not had a problem getting my issues addressed even now in the pandemic they are only to Happy to help out, customer service has always impressed me when i phone them. I love IINETT's Customer service, products, speeds, prices.