iiNet Reviews

Helpful staff and have had 6 years of excellent service

Letter was emailed to iinet 2 days ago, no one bothers to respond.
"I feel like you guys are very unprofessional and pushy recently.
Without talking to me and answering my phone calls ,i waited for hours, then now you just upgraded my plan without solving my issue. Is it the way of doing business now? Just only do something that will generate sales and profit,where is the customer service? What happened to the Management? You guys must be joking right?
I mentioned many times and not a single person takes a note of that my Network socket in garage is not working, I have done multiple tests with my CCTV company. And its not working and your technitian needs to come and fix it!

I would expect a call back from your manager within 20hrs(after waiting for hours over the past 2 days). Otherwise ,i am seriously considering to break this contract and move to another network provider,as there is not many months left. And i promise that I will share this experience on my social media network,post on Product review,Google ,etc. I will share with everyone and let people know that this is the service you expect from iinet. Was too disappointing. My contact details below...." But i will keep my pormise to share with everyone. Apr 8,2020.

Customer Over Charged for 6 Months still ongoing
I have proof that I:
- Cancelled FETCH TV 7 months ago
- Downgraded from NBN 100 to NBN50 6 months ago

Your staff is agreeing that I did cancel and for 7 months they are processing the cancellation.
Your staff also said I will receive a refund once the cancellation has gone through?

7 months later I'm still paying full price for everything? Surely this is a joke?
Every month I'm on the phone and get the same empty answers?

Come on IINET, you used to have local Perth phone support that used to fix my issue in 1 hour.
You are making a loyal customer that has used you for 10 years your worst enemy!

Consider the following actions:
- hire a lawyer
- contact consumer affairs (ACCC)
- contact local ombudsman

The worst internet service provider in Perth. I have had troubles with the network ever since I got it. Connection breaks down a million times every single day. Regret not considering other ISPs. Customer service is extremely poor and they do not respond to any queries. It is a great accomplishment if you can actually manage to get someone on the line over phone.

Internet stopped working after restarting modem. This coincide with outage in my area. I did re-set my equipment to factory setting and only called technical support afterwards... It took only 5 minutes to put things back in order.

iiNet people are always friendly and helpful. Nothing is too much trouble and I can get support 24/7 with the iiNet service.
With toolbox, I have total control over anything I want to do with my iiNet account.
I ve been a highly satisfied customer for over 10 years. Forget Telstra - IiNet is more reliable and cheaper too!!

iiNet has been my preferred internet provider for some time. It has always been reliable and fast. Now the speeds have almost doubled 68mbps download and 32mbps upload.
All on VDSL2, no NBN. There is an introductory offer on if you want to get some of the action!
Congratulations iiNet on your service.

Hopeless customer service and full of false promises. All they care about is the money. Couldn't recommend them in a blue fit.

I have always found iiNet easy and friendly to deal with. They are so good.

Brilliant Service. I have been with them for roughly 5 years. I highly recommend this company to anyone.

Iinet customer of 11 years. Been without internet for 3 weeks, still not resolved. Incompetent staff (some have been pleasant, still incompetent though). The worst customer service. Spent hours and hours phoning them. I would not wish our experience on anyone.

What a shame... Once a great company... Now completely unorganised, delay after delay when trying to get an new internet connection sorted... All they could tell me was " your just going to have to wait".

I have been with IInet for many years and very happy with the service I have received.

I have been an iinet customer since 2006, back then they were by far the best company, around 2010 I noticed a decline in customer service and service provided but was still up there as one of the best ISP.
I have just moved house and was considering going with a different ISP but decided to stick with iinet. I wish I hadn't, it has been a nightmare for the last week trying to get connected, customer service is non existent. Currently trying to get a refund to go with another ISP.
Absolutely do not recommend.

Update: 2 weeks since I signed up, still no internet or refund.

Recently while moving house iiNet had us reconnected at the new address less than 4 hours after my phone call. Only had to speak to one person as well.

Worst tel-com experience of my life. Poor quality equipment leads to continual interruptions to services and then it takes over 3 calls and 2-3 hours to get anyone to speak to you and only then because they thought it was new business that I actually got to speak to someone. Meanwhile they continued to bill me for services I was not receiving.
Do yourself a favour and push on to the next provider as this will only give you heartache!
Ps Giving it one star as it won't submit with zero!!

Iinet is excellent, in service in customer service and as an overall internet provider. The internet speeds are great and I ve barely experienced any dropouts since I ve been connected with them, but mostly very impressed with their customer service team. You can contact Iinet 24/7 with whatever issue you have and their team will endeavour to assist you, the operators are professional, friendly, courteous and best of all not robots! real people who will call you back when they say they will. I highly recommend Iinet to anyone who is looking for an internet provider as they are definitely the best in the market thus by far.

Extremely helpful and complete the job every time.
Much appreciated.
Best regards
Mal Dearness

I enjoy IINET and also get a quick response I rate it 5 stars

Very happy with iinet as a provider. Customer service is excellent.

i've been with them for 14 years, they have excellent customer service. I have also had contracts with Telstra, who I ended up in credit with as the service deivery was abominable.

I have tried many internet service providers in the past, none of which can provide the all round amazing service provided by iinet. My NBN service is fast, reliable and affordable. I have never experienced any drop outs and if there is ever an issue with my service the iinet tech support go above and beyond to help. When calling the iinet customer service team there is always someone available to take your call, so no waiting (i hate waiting).
I have found the iinet phone reps to be very helpful, friendly and knowledgeable.
I would recommend iinet to anyone who is not happy with there current internet service provider.
I have been a happy iinet customer for over 2 years now and I plan to stay a customer for many years to come.
Well done iinet. Keep up the good work!!

Converting my name onto the plan when the original guy moved out instead of starting a new plan to avoid a period with no internet. Saw the same staff member the everytime we went down to avoid any issues. She was completely useless and ended with the no internet period

I have been with iiNet for over a decade. The technical service has been smooth, but their Customer Service is EVERYTHING!! It's always stressful when your home internet goes down (especially during a Lockdown), but the lovely people at iiNet genuinely want to help resolve the issue, and, they want to make it easier for you in the process. I never dread calling them because even if they are busy, they don't make me hold the line, they call me back :-).

Very pleased with the professional attitude of the staff.

I have a good experience with iinet... i have 500gb plan in 59.99$ and i am unable to finish the amount of data... customer service good problems solve in one go... downloading speed is just awesome

"the only suggestion if they try to reduce the wait time when customer call at their customer service center.... they should offer some programs where customer enter his account no and should be treated immideatley"

AVOID, Trust me on this. Have been to ombudsman 3 times now with this Company. No one seems to know what is going on. My home phone not ring for a year - thats how long it took IINET to fix 1st issue. Moved house and 1 month later they had ported my phone no out to someone else WITHOUT telling me!!. EXASPERATED does not even to begin how to describe my experience. Spent over 250 hours trying to sort all the issues out on HOLD 3 hours one Friday night. They never tell u the TRUTH either. Last complaint Hannah tried to fob me off when THEY KNEW issues but DID NOT tell me. IINET you dont deserve patient customers like me.

I lost my connection after a tree fell over and disconnected my line. I found IINet to be very good. They were very quick to look at my issue and send out someone to get it resolved. They were very pleasant and understanding.

I have been a iiNet customer for 9 years. They were good back then. Not anymore. Their quality of service has become abysmal compared to Telstra which has improved markedly.

They claim they have an advantage because other call centres are based overseas, however fail to disclose their call centre is based in South Africa.

My troubles started when I switched over to Naked DSL plan. The chap who signed me up did not set up my account correctly, and overcharged me.

It took LOTS of calls to try to get them to correct this amongst their ridiculous waiting times often of MORE than 1 hour each time to talk to someone. And oh, forget about asking them or waiting for them to "return calls". This never happened.

The last of my problems were solved (rather promptly I might add) when I told the complaints department I submitted a formal complaint to the Telecommunications Industry Ombudsman (in WA).

I have yet to receive any indication of apology for the whole mess I went through.

The whole saga took four months to resolve. Totally unacceptable from an organisation that ironically has a slogan of "Connect better" and claims to be a "leading challenger in the telecommunications market". Definitely will not be given the way it's going!

Moral of my story/TLDR from a long-time customer: stay away and spend your money elsewhere if you're looking for an internet provider. They are NOT worth the price premium you pay compared to smaller companies.

We have been with iinet for many years now and there is no way we would consider changing - any issue we have had (and there have only been a couple) have been sorted straight away with minimal fuss. The customer service staff are always friendly and helpful. Love iinet <3

Any issues are always fixed. Connection is great and my plan suits me and my family

iiNet are not the cheapest provider however in my personal experience they more than make up for slightly more expensive plans with significantly better service and support. On the few times I have had to contact iiNet support the response and ability of the support personnel to work through issues have been excellent and I have and do highly recommend them to family and friends.

the Lady i spoke to was very helpfull polite and spoke with a happy voice

The team at iiNet seem to get things done. I have been seriously impressed on a number of occasions at the training their staff have obviously had, in order to offer excellent customer service. They have a call back facility which I think is invaluable, waisted time, waiting to talk to someone is my pet hate, they call you back! Yes! Seriously! Our problems have often been minor, but we have also had a major when our service was disconnect by another telco. They got it sorted, even though it was not a problem they caused, and with the NBN ... now that's impressive. I would recommend iiNet due to the way in which we have been treated.

I would like to offer my thoughts and experiences during my very long tenure with iiNet its been a very good service but i would add it has had a few bumps along the road to Cyberspace but fairness must prevail and they were made good with a strong content of customer service provided...I would duplicate that that same remark and service has to be the criterion in this environment which has evolved at a great speed which iiNet has kept level with and exceeded in some areas.. On the down side I always had a problem with the background noise in the Support room (But I quickly add I had not had a reason to call for some time and it was apparent some attention had been applied to that most important aspect...In my business life I portrayed the most important link and that is that PHONE and knowing how to make that contact with clearness and politeness that represents profit and profit pays Salaries......My biggest complaint is to be hung up on left without a reason...I trust this rendition may be of some help to any one requiring a great internet service with plans to suit across the Board....I remain yours Sincerely...Ken lomas.

Terrible customer service, the worse telco I've ever dealt with, EVER. Won't admit fault and try to turn it around to make it the customer's fault. Customer Service Manager (Melikhaya) was absolutely useless! Staff do not know about their own products, or what other functional areas are doing. What a mess of a business!!!

24/7 tech support is A1! A happy and satisfied customer for years. Very thorough and knowledgeable staff.

The worst speed of Australians internets company, do not buy it

The customer service was used to be good. When iiNet was taken over, it seems that their internal process is yet to be fine-tuned. However I regard the latest service I received was still good and good quality.

Excellent customer service they seem to actually care about your problem.

Efficient in problem solving and knowledgeable.
You speak to a person and not a computer. I would definatley recommend .

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.

I and my family have been a long time iiNett customers and it used to be very good but ever since TPG has taken over its been terrible. With the FTTP i should get 100mbps but have never got that speed in 4 years of having nbn. support does not care as they recently changed the plan details to say upto 100mbps. There should be a class action for false advertising.

I also have to look after the connection at my grandparents house and this is far worse adsl that used to be in the 2-3mbps. Had 4 techs out to try and fix the problem blaming in house wiring but the last tech said there was a problem in the street then the speed went up to 9mbps. That last one was after the phone and adsl was down for 3 days for people that rely on the phone. Now as i checked it again last night the speed is back down to 6mbps again.

Im so sick of iiNet its never ending problems.

Great customer service as always. Spoke to someone who had a brain to answer my query and realised I did too.

Always had great service instore and over the phone. Quick resolutions to issues.

Very less down time, amazing speed. Efficient customer service.

My recent service call was addressed and resolved quickly. The operator listened to my issue, she was friendly and together we were able to quickly get the situation corrected. Thankyou iiNet for the great service.

Been with them for many years. Prompt service when internet was down, usually the problem was with NBN outages.

Are more than 5 years with iiNet. Al my queries were resolve at the first point of contact. Thank you iiNet for your excellant customer service.

iiNet cable is reliable and fast, I've been with this company for almost 2 years and have had a good safe product in all of that time I've been on the cable network.
We'll be moving in 3 weeks and I hope we can stay with iiNet in the future. It's NBN in our new area.

I called customer service expecting a long waiting period much to my surprise the call was answered immediately by a polite confident and professional young man who went on to resolve my technical problem with an uncommon finesse. Well done Timothy and the iiNet. You're champions!!!!

Good internet provider. Excellent customer service and very professional .recommended.

Great internet connection and good customer service. First hand experience.

I've been with iiNet for over 10yrs now & have always had excellent customer service & assistance. Although I have looked at other providers & deals, I have not yet found one that offers a better product for the price. Often companies offer better perks or deals only to new customers but I have been given faster internet speeds, data allowances & perks without having to ask or negotiate. In my experience, it is so rare for existing customers to be treated this way. They really make it such a positive experience. I am so grateful to be with such a fabulous company! :D

iiNet call centre staff are always friendly... but frankly I'd rather have someone rude who is technically competent. I've been an iiNet customer for over 10 years with no complaints, but then I decided to transfer to the NBN! The communication was terrible, my voip phone was cut off for a week without warning and then reconnected with the wrong number. My additional email address hosting, including my business address, were unavailable for close to a fortnight, with no explanation. I've lost count of how many times I had to call them, emails take days to get responded to. I got billed for modem equipment I was no longer using and for "additional email addresses" which were supposed to be included in the NBN plan. I did get all of these things credited back, but every time they stuff up I have to spend half an hour on the phone to one of their offshore call centres, where the staff are always polite, but usually not very effective. I thought Telstra were bad, but frankly iiNet are worse!

We have been with iiNet for 10 years and like all providers there are connection periods that are good and bad. What makes iiNet the provider of choice for us is their response to issues and customer care and attention. Consultants know their business and 95% of the time issues are fixed on the first call. Matters outside of their control are dealt with constant updates and check-ins with us keeping us in the loop.

I have been with iinet for 8 years, loved the service changed address 2 times took the service with us,Customers service, second to none. That is until this year. Not sure what they did, perhaps, offloading more of the call center functionalities off shore to Sth Africa/NZ, reducing costs to make the selling to TPG bottom line look more appealing? What ever the reason, customer service support, and I don't mean just the technical support but account queries, via phone or email support has really very quickly gone the same way as other Telco's down the gurgler.

Iinet is not at all customer focussed anymore. Sad really as I really did believe Iinet set the benchmark. Yes I dread having to make contact with anyone at Iinet and am looking for an alternative supplier.

Words fail me as to how shocking their service is. The phone support lie compulsively tell you a different story every time. I've had close to a year of fighting with iiNet over my mobile and internet service and I'll never sign up with them again or recommend them to anyone...
Terrible company to deal with

Iinet was very quick to own and resolve tge issue for me. Excellent service

Very good customer service. Prompt, responsive, polite and effective.

iiNet has provided my NBN service for the past 3+ years. Over the course of that time I've only had a couple of minor issues with connectivity which related to once there being an outage over about 1 hour just in my neighbourhood and another time I had issues so contacted iiNet and the Helpdesk fellow remotely reset the ports on my iiNet modem and had the service running smoothly again within about 10 mins. Overall, the NBN speeds have been just fine 99% of the time. If the service wasn't up to scratch I could easily change providers and I wouldn't hesitate changing if I wasn't happy. As it stands the service provided is great so I'm staying put and don't hesitate to recommend iiNet NBN to others.

iiNet is uninterrupted service for net and data. excellent customer service, technically sound advisers for all levels of customers. Always proved timely feedback to me till issue is resolved even if it involves other service providers linked through them. I wish iiNet to keep up the good work to the next level in customer service.

Our NBN through iinet has been set up at the wrong address twice in the past in 3 years, and yesterday a new neighbour moved in and we have been disconnected a third time as our line was still connected to the wrong house... Been on the phone for 2 days with no solution except for me to wait for the next NBN appointment 2 weeks away for your mistakes to be corrected... Your negligence and inability to fix problems is horrendous. And your customer service staff that are working from home in Manila can't transfer calls to supervisors- how pointless. REF 346405048. What is adequate compensation for failing to connect the right house three times already and then asking me to wait another 2 weeks for a new NBN appointment? Your team think it s appropriate to advise me to hotspot my mobile data from another telco as a solution for the next 2 weeks. Will you pay for that? Offering me only one month free internet won t cover the extra charges. Please have someone in a senior position call me ASAP.

A good service, never had any issues with service or response time.

Great business.

I have tried a few service providers but the best so far is iinet

Have never had a problem with iinet, and if I do they fix it instantly. I have been with them for 3 years, and every time I need to talk to someone, they answer straight away, no matter the time of day. Never on hold, never waiting etc.
My issues have always been resolved on the first call, the internet service is fantastic, and the customer service is so good, I've even got my work to change over to iinet!
If they ever end up like the other companies, I will just never have internet again!
Love them!

Found the person I spoke with very helpful and useful

Good start to customer service, wait 8 minutes to be hung up on. Call back to be told the wait times are now 10 to 16 minutes.

I would strongly advise anyone wishing to join iinet to reconsider and choose a different internet provider that not only provides better connection speed but also they are emphatically falling short from their friendly customer service staff who know products inside out as quoted on their website. The service that is provided by the customer service staff is sub-par, with little to no knowledge regarding the products available. Simple requests are not adhered to and almost alien for them to comprehend. What is communicated and promised over the phone is far from what is actually provided. A very disappointing experience all round. Will never recommend this service to friends or family as I do not want them to deal with the same level of incompetence from iinet

Friendly, helpful and knowledgeable help desk. We've been with iinet for many years and wouldn't consider changing!

Excellent service. All effort made to fix problem caused by Telstra. Then contacted me with a credit. Unbelievable.

Not impressed with the service provided by iinet. Requested a call back 1 week ago still waiting.

the iinet service is awesome and no problems at all from day 1

Money hungry company, where the customer comes last

I have been with iiNet now for just over 12 Months & I couldn't be more happy everytime I call the staff are so helpful.

iinet are a great internet provider with a excellent support team. I would recommend them to anyone .

Recently, I had 5 separate phone conversations with the support service of iiNet, to resolve what had been an ongoing problem since I signed up to their NBN service. It was correctly diagnosed that my Wireless USB Adapter was the reason my internet was frequently failing, & that the solution is to buy a Network Adapter card for my hard-drive.
This might seem a simple & straight-forward diagnosis, but in my own opinion, it only seems so in retrospect: that is, because for a long time, it had been bewildering as to what was the problem; & a previous person from iiNet had recommended instead an ethernet cable.
Aside from their expertise, it was also the willingness of iiNet to help that impressed me, as they could easily have dismissed my problem as not their concern.
Although not yet signed up for the TV streaming services, I was also motivated to choose iiNet because they seemed to offer a more
culturally sophisticated variety of streaming content.
For all of the above reason, I happily recommend iiNet.

great service over 2.5 years from IINET, no technical problems with ADSL. Waiting to see if NBN lives up to its reputation

Timothy provided great service connecting a new modem within 15 minutes, great work mate, a real asset for iinet :)

I'm on a Business NBN plan - which has been dropping out for three days now. iiNet won't credit the mobile broadband I've needed to use to keep my business running while their NBN service has failed. Their support advice... "wait until thursday" and ..."don't use our mobile broadband". So how am I supposed to keep my business running!

When you call support (some foreign call centre) they brag to you how good they are - and then they say it's not their problem! Hate the sales pitch when talking to their support - so condescending. Arrgh. Pity, they used to be good, now just a money grabbing big company that cannot sort themselves out.

Staffs were very patient and helpful. I reckon iinet has the best site where you can login see your profile, make changes and easy to understand. When I was on ADSL before NBN is ready, the only fastest service that gave me was iinet. Now I got nbn and seeing other providers has got nbn as well even my old providers has nbn ready when I was still waiting for my iinet nbn ready, reason why I stick with my iinet, I like the customer portal where you have so many options to make changes and easy to update payment. Iinet gave me the max ADSL speed when I needed the most that's why I was never disappointed. But now got nbn oh bois that's more like it. Thanks iinet for your amazing works.

Iinet always give fantastic personalised customer service.

Very competent and efficient service. It was suggested a new modem was needed to fix my landline fault. This was provided free and pre-programmed to support my local network. All I had to do was plug it in, turn it on and everything worked perfectly. There was a follow up call to check everything was as it should be. Excellent!

I have been a customer of IiNet for over 10 years. IiNet offers good value for money, a reliable service and should it be necessary to call IiNet you can bet you will receive courteous service from friendly staff.

I'm so glad I chose iiNett as my internet provider. With good deals, fast and efficient service, and very professional approach if you need help at any time.

I called to ask about my data usage for the month and how much data we used daily. The operator was extremely helpful in explaining all the data related questions. Once this was completed he also went on to look at my current plan and made some suggestions as to how to improve.
He was professional and insightful with a clear understanding of the products available
The whole experience was so positive it made my Saturday. I unfortunately can t recall the operators name but Thankyou.

I have been a customer of iiNet for a long time, except for a short period, when I was lured away by a promise that didn't turn out to be true. I had a very unpleasant experience with that well known telecommunications company and I couldn't wait to come back to iiNet.

My experience has been non-intrusive and whenever I was in need of assistance, I received it with caring hands, a smile (even though I couldn't see the person but could sense it through the way they interacted) and total patience. Their goal was to ensure my problem was solved immediately and it was.

The promise of delivery of a new modem within 3 to 5 business days was met on the very first of those days, which was a total surprise seeing I am in WA and things normally take quite a few days to arrive from the Eastern States.

I have total faith in iiNet being able to continue providing me with non-intrusive and family feel service.

TERRIBLE TERRIBLE TERRIBLE!
Worst Internet provider in Australia. Quality of the connection was less than 1MBPS, and after several phone calls - nothing was done for days.
Every call to tech support was a wait time between 20 min and 1 hour. But the worst was the attitude of most of the tech support. Either untrained, arrogant and always unhelpful.
Never sign up with IINET!!!

Awesome team to deal with. Fast, friendly, professional. No hesitation to recommend iiNet.