iiNet Reviews

The worse service ever! I set up with Iinet and I told they that I want to use my telstra modem TG800, they checked then said my modem is NBN compatible. However, I tried to active iinet sevice with them ,they told me that they dont know how to unlock telstra modem.So they need send iinet new mondem and its take to 5days which mean I wont have internet to use for 5days. and one of staff name HARSH is really bad service, its keep saying they dont trained to unlock telstra service. At the end I try to used back my old service, but still need to wait for 24-48hrs becuase of iinet took the service with NBN, if they revese back service need iinet cancelled and then get back fromNBN which take 24-48hrs. And all these trouble becuse of iinet!!

If I could give 0 stars, I would.

There is no part of iinet that resembles the services we used to receive.
It is no longer a service centre, but a diservice centre.
Been battling for 12+ months to cancel a service, as when i had 3 services with them, they couldn t provide the basic premise that they offer (internet services).

Do your selves a favour and give this company the widest berth possible.

I contacted iiNet to move my internet service to my new address. I was billed immediately after hanging up the phone and then received ongoing texts and emails requesting me to activate the account even though I had asked for connection for the following week. Then started receiving ongoing texts and emails to say that my billing date would commence on a specific date in two days whether I activated the account or not - hadn t even moved to the new address! After several days I m still waiting for the cancellation of my old account and refund of monies already paid for that account. So basically, iiNet are super efficient when it comes to taking money but not so much when it comes to refunding.

Really bad tech support! They have you on hold apparently running test and getting absolutely no where for hours on end. Then say we will run a few test and call you back and you guessed it they don t. Pathetic iiNet. Need to really up your game

3 years of internet (ADSL+FTTB) with these guys, very reliable. Tip-top support. Fair pricing. Highly recommended.

Was dreading having to call but I couldn't fix the issue myself. I was settling in for the long wait but the first surprise was that my call was answered really promptly. Then the issue was resolved easily and quickly with the friendly and patient staff support I received.

Affordable and the customer service shines above others on the market. Highly reccomend.

Very positive and timely feed back to enquiry.
Our line went down and we werer directed to a button on the modem, a simple pressing of switch to get us back up.
The culpit, our 2 year old granddaughter who is fascinated by lights and who we observed later deactivating the modem to see the lovely lights flicker on and off!

iiNet have been a professional internet service provider, I have used their services over a number of years and would not hesitate to recommend them to others. Technical issues are been resolved quickly and their support team are friendly - communicate very well :-)>

Great service, support team, and fast and quick. Very supportive and provides very accurate information. Have been a customer now for 1 year + and have no complaints at all. 100% satisfied.

I am iinet customer for the last 10-years. Recently their customer service has gone poor. Tech team (around the world) is unable to understand the problem rather circling around the query and asking same question again and again. Overseas call centre people have totally different work ethics. They some time eat their lunch or dinner while talking to you.I may move to different ISP!!!

Love iiNet and their customer service. They make difficult things really easy and are always quick and pleasant to deal with. Wouldn t use anyone else.

I have been with iinet for 10 years, and I have found there customer service and reliability to be second to none.

Have been with iiNet for over a decade now and have found them a really great company. Prices good; as is the service.

absolute disaster - been trying for years to get them to fix my internet

Incredible iiNet Cable service (not NBN) in Geelong.

Stole money from my account, then refused to refund stolen money and tried to bully me into admitting I consented to direct debit. Worst services experience to date. Plus watch them continue to gaslight me in the response to this review.

I have paid my bills like 10 days ago but still i haven't got the connection. When i try to call to the customer service no one is available to take the calls. I am really fedup with this iinet.

I have IINET nbn connection for 2,5 years. I am happy with the service provided. Have had help from IINET support to set it up initially. They guided through each step and made sure all working.
Did have a few short outages during this time (couple of hours), but it was coming back with no problems.
Just recently have had outage for a week. Communication wasn't great after hours, but when rung during working time customer support was patient and attentive, problem resolved and had a credit for this time.
I gave 4 stars because IINET need to improve customer communication during service outage eg, send message, email or put info on website.
Base on my experience, I will recommend IINET.

Customer service team is totally incompetent. Pray you don't have a problem or issue with your account.

Westnet / iinet have moved there call centre overseas so they don't have to hear about the complaints and avoid communication with there customers rather stupid ,when long term customers like me have tried for months to have an issue resolved, my emails don't get returned , phone conversations where you are told lies , I'm over it westnet have just lost another customer who has been with them for over 10 years.

No exaggerating but internet providers in developing countries is way better than IINet.

I ve been with iiNet for many years and always have had fantastic customer service and instant help with any issues. The customer service is 10/10. I highly recommend iiNet for anyone who is looking for a new provider.

The initial setup of an account over the phone was good enough. The setup of the modem was very different, backwards and confusing, then to top it all off i was sent a different router to what was in the instruction booklet and the cables did not fit well enough for the router to work properly.

Great service. Very helpful customer service. Internet speed and connection is Awoesome as advertised. Also the mobile plans are great and affordable.

After agreeing at the time of selling me the service I will get my money back, if I do not get 60% of the speed as per the contract. They are not willing to refund my money now.
Speed as per contract:
Upload speed: between 1Mbps and 40Mbps
Actual speed 0.13 please see speed test results.

I am happy for the info I received on the phone about my question about my new Bank account that I done 2 time online the second one was because I check my number if where correct and I been charged by $2 again and the person explain me all about that I will get my money back sometime in 4 day time ...Thank you ...Oscar

IINET IS GREAT BEST INTERNET BUSINESS
Yes all is Great with IINET with me thank you.
Frank Darmody

We were having connection issues with our NBN and were able to call iiNet direct. The matter was dealt with directly and efficiently and a technician was able to come the following day and rectify the problem. Great service with real people at the end of the phone. Thanks iiNet.

Once again the communication with the staff has been exceptional, Bronwyn and Mishkaar are a credit to your first contact team, well done

We have been with iiNet now for eight months and are totally satisfied with the service provided by them.
We use the internet a lot to run our business so efficiency and speed ( line speed and speed in fixing issues ) are important to us.
The initial set-up was a little long, however, that was due to their third party installer.
We have had a few issues with power black-outs, however, these have been fixed very quickly using their technical department.
We are on ADSL at the moment and will certainly stay with iiNet when we swap over to the NBN.

Everything easily explained prompt service and setup everyone so friendly and respectful

We have been with iiNet for several years by now. Recently we experienced slower speed on broad band, yet we reported to the iinet via the service line. The problem resoved after we reported the details. I talked with about 5 people. And little by little, after their direction the problems resoved at last.

iiNet was very responsive and although they did not have the plan I wanted to change to, transferred me to the right department to handle my query

I LOVE Iinet!! We were having trouble getting a NBN service where we live & picked Iinet who supplied us with Satellite NBN, that was 2 & 1/2 years ago.
Can NOT express how HAPPY we ve been with the service!!!
Customer service & Tech support is always friendly & efficient! I ve never felt like an idiot when I ve rang with a tech question in this new era where you have to be Tech Savvy !!!

Disgraceful service! Have waited over a week for my internet to be connected kept being told it was an opticomm issue. Opticomm came out and confirmed i have internet ( they showed me when they put me on other internet providers lines) but when I was put back on iinet I had nothing. Called iinet and was cut off several times, wanted to cancel and was told I still have to pay a $187 bill for a service I never received! Absolutely Disgraceful will Never recommend.

I ve been with iiNET for about 4yrs now, the longest I ve been with anyone, they ve been terrific. Always their to help. They treat you with respect and dignity. Unlike others. I m glad to have found something that is reliable and backed up by terrific customer relations department. Awesome customer service and great customer relations with total customer satisfaction.

I have had all positive experiences with iinet and would recommend it for others. In a digital world for us all, as a senior, I found it extremely user friendly. The staff have been exceptional in their service when I have phoned.

Can only call in business hours now it used to be 24 hour service

Very helpful, and problem resolved. All interactions with iiNet support have been handled efficiently. That s why I am a long term customer over 11years.

Excellent service provider. When i have to contact the company about my internet access i have always find them extremely helpful and quick to rectify any issues I have. We have been with this company 5 years and will continue to use them. Thanks iiNet for taking care of us.

Very helpful friendly and patient.Fixed any problem ,and being non tech savy that's important.

I switched to nbn in November. It has been a disaster. Nbn is unstable. I have been turning it off almost every day. At the moment I m on the phone while turning the device every 5 mins. I had been on the phone for 48 mins and they hung up on me. This is the second call and still waiting. Go with telstra and pay a little more. I have them for my business and they are at least a little better. I m stuck with iiNet now cause they need you to be without internet to swap isp. I will drop these guys when I have to move. Stay away.

Minus 5 stars. Absolutely rubbish company. Worse than Third world level of service and capability. In a developed country like Australia, these guys should not be allowed to operate.

Great service, very friendly and helpful staff would recommend this service to all seniors.

iinet seem to deliver the required technical expertise for our telephone & internet service in our home. everything works!

I have been with iiNet for nearly 10 years. I honestly have never looked elsewhere because iiNet knows internet. Outages are very few and far between and the service is always top notch. Cannot recommend enough.

Service is down at times and support is very poor. It's a wait of 2-4 hours to get to support!!

YOU CAN'T ASK FOR BETTER SERVICE THAN WHAT iiNET PROVIDE. IF ONLY ALL ORGANISATIONS HERE IN AUSTRALIA OFFERED WHAT THESE GUYS DO. STOP LOOKING AROUND FOR A SERVICE PROVIDER......YOU'VE FOUND THEM PEOPLE. I'VE BEEN WITH iiNET FOR ALMOST 8 YEARS AFTER COMING ACROSS FROM TELSTRA AND I'VE NEVER LOOKED BACK. SURE, THERE HAVE BEEN SOME PROBLEMS ALONG THE WAY, BUT THEY HAVE ALWAYS GONE ABOVE AND BEYOND TO CORRECT THEM IMMEDIATELY. THANKS GUYS, YOU'VE GOT THIS HOUSEHOLD FOR A LONG TIME TO COME
A+++++++++++

Since changing to VDSL2 my speed has been incredible. The installation and support provided have been amazing. The staff are friendly. They answer the phone quickly and ring you back to check everything is running well.

Horrible service. Was spoken to in a horrible way ,very unprofessional business. I wouldnt give it half a star

Terrible connection speed! There should be no excuse in this era for slow connection speeds. NONE!...You put too much traffic through to maximise your profits and it chokes the connection speed.

I was really pleased with the care and understanding the team member showed during assisting me. She explained everything she was doing and planning to do to have the issue sorted.

You it was a nice customer experience!

currently getting 0.09 mbps on the fastest ADSL2+ plan that exists within their packages. Horrible and they never fix anything.

I have been with ii net for nearly 10 years have always managed to sort out any problems with my first call to tech help found them to be reliable that's why I am still with ii net

Just love using iinet internet!
Never had any problems
It's been more then 5 years

I have only ever had wonderful interactions with all staff members of iiNet.
They are all patient and kind communicating with me on the phone, when I ring for assistance occasionally, as I am not very technically savvy.

I was connected to iiNet tech support within 3 minutes. The tech support agent was very helpful and patient. She worked through four separate problems with me regarding my wifi. My wifi is now stable. In general iiNet has given me great service.

After being with one of the big two retailers we switched to iiNet 18 months ago . It's been an absolute pleasure to deal with them - you get to speak to real people without long waits & they always help. The service has been great and there are hardly any problems that require ringing them.

By far iinet has the best customer service I have experienced with any internet provider. Service is always very friendly, they listen and in my situations, always provided solutions and fixed all issues. I don t dread having to call, knowing when I ring iinet I will be helped. The call back service is fantastic, and not endlessly being kept on hold listening to tragic music getting frustrated. They do call back!!!

Worst internet provider ever!!why do you even exist???

the network works customer service is fast and always resolves the problem. cheeper than most and no lock in contract

Absolutely shocking. So slow it's unbelievable.
Speaking with CS in Manilla is also painful. Had big issues getting connected initially. Had to get the Ombudsman involved. Service went ok for a couple of months and has since just practically dropped out. Cannot load webpages,send emails, watch Netflix. Called up about it and was told there was nothing wrong despite nothing working. All our devices work perfectly through phone hotspot. Cancelled today and feel the relief already. Having no internet is the same as having iinet internet except there is less stress.
Edit in response to reply:
We have decided to cancel through lack of outcome with trying to work through this and not as you have put it. There is nothing wrong with our newly installed lines. If however the problem persists with our new provider I will retract part of this review.
Thanks for your swift response. Pity it comes when making public statements and not when dealing directly trying to sort out our issue privately.

iinet customer service is friendly and efficient; they listen to customer's issues and genuinely tries to solve them at the earliest. I truly recommend iinet for their excellent internet service and customer service.

My concern was handled in a very efficient manner with a positive outcome as iiNET acted to resolve my concern I would always recommend the company for their service..

Terrible customer service, when there is an issue it does not get resolved, every one that I speak with gives me a different excuse and no action is taken to resolve issues. The call centres seemed to be staffed with people who English is not their first language and this seems to really hinder the process of them understanding the issues and thereby they are not adequately able to deal with the issues or even to answer simple questions relating to the problem. I think giving them one star is still too generous.

EDIT: to reply to response
Thanks Leo But I have tried everything including the options you suggested and now the matter is with TIO

Customer service is excellent, resolved issue on first call.

This service is beyond dreadful. If I could give them a quarter of a star I would. There is ALWAYS around a 2 hour wait for assistance - sometimes longer and the speed is so BAD that you can't get anything done!!!! iinet used to be really good - but since selling out - my advice to anyone thinking about joining up with them is DON'T! Also they do not have any small business assistance on the weekends - apparently small businesses don't work on the weekend or iinet thinks that! I wish!!! If the internet goes down for some reason you have to wait until iinet's business hours.

Always get great service when I ring iiNet. Every effort is made to address your issue and nothing is too much trouble!

We have been with iiNet for over 12 years i can honestly say that at no time when having a problem with my computer my modem are connection throw the phone line have we ever had a problem getting it fixed, they are fast efficent and always on the ball and ready to help.
Phoning the help line is just so easy if its bizzy they offer to phone you back giving you a time line when.
It been a pleasure to be with them.
Thank you iiNet and ur team.
Stewart

I wish i could put no stars, advertised as the number 1 for customer service.... laughable, another example of outsourcing to call centres failing badly. Will never reccomend them to anyone.

I have contacted iiNet on a few occasions over the last 2 months. The service was excellent and on most occasions my problems were handled at the first attempt.

It s been 12 months since we canceled our service with IINET as their billing and customer service is horrid.

When you asked to be transferred to their head offer here in Australia the Manila call centre operator tells you that the Australian office isn t SKILLED enough to sort the issues out even though I ve waited twelve months to have this matter sorted.

I even offered to give them a second chance only if iiNet could sort the matter out right now!

But NO I m on hold again waiting to be put through to their legal department when Eva who is rude and condescending tells me iiNet a (Public listed company) doesn t have a legal department.

DONT USE THIS COMPANY unless you have plenty of money and time to waste...

Andy Pether

iiNet are a great company.
Thank you very much for the great and polite service

As a long time customer of IINet (since Ozemail days) I have found no need to change to other providers.
From the beginning IInet have provided excellent service, a range of affordable plans and news.
The toolbox is great, it allows daily monitoring of your use thus keeping costs to a minimum.
I would recommend iiNet.
James Lynch

I found if I have a problem iiNet have been able to sort it out quickly thank you iiNet

I have been with iiNet now for more than 18 months, so happy with their service and what they promise is what they provide. And when any things goes wrong there 24/7 customer service are always supportive and will solve the issue before you end the call.
Asma

Great internet and down to earth customer service , never any dramas ,why would you go anywhere else ,them little things that make a difference cheers iinet

IINet is my internet provider for more than 3 years now. Never had a problem with internet speed or their service. Easy to get hold off. No music in your ears for hours. Friendly and hands-on customer service that understand your quiry at the first time. Great rates. I am a very happy customer.

My partner and I are elderly and not technically savvy. iiNet dealt with us kindly, gently, and without taking advantage of our ignorance. We believe we were offered the most appropriate deal at the best prices to suit our individual needs. And they are facilitating the changeover as quickly as possible.

Brilliant customer service. Everything is so efficient and friendly. Best internet provider i have ever come across.

Staff are poorly trained and clearly low on resources. Since being bought by TPG, they provide nothing but misinformation, lack of follow through, and hours on hold waiting to speak with a rep.

Save yourself the time and money. Don't go with iinet. There are better ISPs out there (Boom, Aussie, Amnet).

Probably my most reasonable local provider (for Australia's standard), but still absolutely horrible in terms of service and product.

During my time as an iiNet customer I received an excellent service.

Excellent customer service, NBN service could be better, but overall a good provider.

Excellent! Parents have iinet. Now I do too. Love the deal and especially love the service. Thank you

Have been with iinet for over 5 years now and everytime that I have had to contact them always found Staff to be helpful and really good to deal with. Would recommend iinet to anyone

Fast and efficient service provider. Hassle free NBN connection.

Customer service is very poor. They charged us for ADSL and NBN in error. I have revoked the direct debit access to our bank account as they seem to access it when ever they like. Like most big business they forget that they are supposed to provide a service to the customer rather than do what ever they like. Our NBN connection has caused us issues at work as it seems to just drop out all of the time and they dont give us a connection report anymore.

DO NOT RECOMMEND

Absolutely appalling customer service! Rude, barely speak English, and will steal money from you.
Worst service I have ever experienced.

Excellent assistance from the tech. advisor. My call was answered promptly by a 'real' person who was able to solve my problem of inadequate download speed in just a few minutes.

Appalling service and speeds. And a year later, still the same appalling speeds.

We used iiNet back in the days of ADSL. We changed to another carrier as the prices got a little high for us at the time. Since switching over to NBN and choosing iiNet as our provider we have been more than happy with our decision. NBN has gone down twice, both times i got straight through to iiNet without being on hold. In both cases the NBN was back online with 30mins - 60mins. Definitely recommended.

Horrible service, a bunch of time wasters working together... they don t care about customer or reviews anyway