iiNet Review

Good service. Internet is fast.. able to watch movies without any probs. Price is reasonable as well. Oh quick installation. Able to get my internet up on the next day i ordered.

I was with the big T for over 10yrs. When I had an issue no one to help. No humans to talk to. Use an app or talk to a robot.
I called inner and a human answered and helped me transition to inner. Even put me on a less expensive plan than I wanted.
After 6 months I had an issue with an external scanner which had nothing to do with inner but one call to tech support and all fixed.
Don't call anyone except inner for you NBN

With the help of my brother, I made the decision to upgrade my plan..it made sense really but as I am technology shy, I didn t consider doing it.
Talking with Lance at iiNet last night, who was so friendly ...and patient with my silly questions... I found the whole process quick and easy. I m so glad I did it

For over the last couple of weeks I have had to make contact with various companies and to deal with their customer service departments. Out of all companies, Iinet have excelled.
What I thought was going to be a lengthy process, took less than 5 minutes and problems rectified in a speedy and efficient manner. Both call operator and supervisor were a dream to deal with.
Thank you Iinet for a first rate service

I have nothing but praise and positive feedback for IiNet. Since joining 5 years ago I ve moved twice without a hitch for my internet connect. Something wasn t working last week - it turned out to be a problem on the phone line. The customer service from the moment I phoned until it was fixed was a perfectly amazing !
iiNet even have given me a credit for the days I was without internet - I didn t even ask for this!!
Refreshingly wonderfull customer service. Thank you iiNet

Useless service. Get call back only to be put on hold for over half an hour then find out I have been put through to wrong area.
Will be cancelling my service and reporting iinet!

I recently upgraded to an NBN50 Unlimited HFC connection with iiNet and reliably obtain 47888 Kbps upload and 19232 Kbps download, which is great. However as a long term customer I was disappointed that I was not told up front that the included VoIP service would not include voicemail, that multiple support interactions about this gave conflicting advice, and that a complaint was necessary to get a straight answer. I'm used to better from iiNet. The fact that NBN VoIP would not feature voicemail should have been advised to me by iiNet sales staff, since it involved the loss of a feature available with the ADSL 2+ from which I was upgrading. While iiNet provide a reliable service with generally very good customer service, evidently caveat emptor still applies!

I have had many years experience as a customer of iinet.
I have had only positive interactions with their staff.
always professional, helpful and very patient.
I consider their staff as providing the best customer experiences I have encountered over the phone in many years.

PLEASE PLEASE PLEASE Stay away from this company. It's now been 6 weeks since they canceled my home telephone number. It has now been escelated to the TIO and I am still not getting any traction and they are still not playing by the rules of the TIO and missing deadlines. A formal investigation is now being undertaken to get to the bottom.

iiNet was the best of the best once upon a time, but since being mostly outsourced to South Africa and being bought out by TGG they have just gone down hill. I would prefer to deal with Telstra these days and that says alot.

If you want a good ISP, look at amnet for DSL services or Skymesh for FTTN (NBN)

Great internet provider. Have been with iiNet for over five years now and never had any performance problems, plus their customer service is second to none without lengthy waiting periods yet impromptu assistance. Highly recommended.

Excellent service excellent speed and great price for what you get

I have been an iiNet customer for a while now. I have found their service provision excellent and when there have been problems the staff have been available 7 days a week to assist. Their customer service has always been effective, efficient , professional, friendly, meaningful and reliable. Much obliged iiNet.

Have been with IInet for 15 years. There are cheaper plans available however I have always found IInet to be reliable, dependable and download speeds are as per the plan.

Shocking customer service! Internet down nearly 3 weeks now. Hours and hours on hold and talking to call centres still no joy! You are just a little fish in the big ocean I was told by one iiNet employee......
I'm done with with you iiNet!!!

Terrible company to work for, they abuse their staff and conceal information from their customers. Despicable.

I haven t had a lot of issues since joining this company but any time I have had to contact them they have been so darn helpful the staff are generous with there time and very patient with someone who isn t tech savvy I would recommend them to anyone

Excellent download speeds on HFC Fibre, great local maintenance crew and reliable service.

Always quick and efficient been with them for over ten years

I finally managed to speak to someone who I can understand therefore my problem was dealt with in a couple of days though it took a couple of weeks. I can't commend Ismail highly enough for being understanding and going out of his way to help me. He also credited me for the down time I lost. I have left off one star as I am still reeling from the experience.

Pretty happy with their service, although I do struggle with the unpersonal approach when speaking to them on the phone. Their plans are not the cheapest but not the most expensive either. Pretty good middle of the road!

Awesome service and fastest speed with reasonable price.

iiNet has friendly & helpful staff and they speak English clearly. I've been with them for 10 years & I've always found them excellent

Except for the initial installation (where they sent out someone who didn't know what they were doing & the guy after this was excellent) their service has been great. It is one of few ISP's where if you do have a problem ( which has been very rare) you can actually ring someone, and the call back feature where you leave your number and they call you back actually works, surprise surprise. Now the people you speak to are in South Africa but they seem to know their stuff

I have been with iinet for two years now, and I absolutely love their product and service. Changing from Telstra to iinet saves me thousands of dollars each year!!!!
I couldnt be happier I made the change.

Cancelled account 6months ago - still invoicing me for 2 accounts they canceled and have to go to my bank each time to recover the funds as the accounts team falsely promise refunds that don t come.

iinet used to be a great service provider. It is now an absolute joke. Their customer service is now sadly, terrible and useless. They are slow in responding and rude. Sadly an international call centre is ruining the core Australian business. We constantly have inflated invoices which require an explanation and there is always a hidden credit somewhere on the account. We are yet to pay the quoted $69.99 and our service took well over the 21 days install time. I have been an iinet customer for a long time but I would really suggest looking elsewhere for your internet.

We are a long standing customer of iiNet - the service is always outstanding. Switching to NBN has been a breeze. The advice given kept our cost down. New modem ordered Friday and delivered Monday, everything is happening as scheduled.

we have been a valued customer for 10 years now that speaks volumes thankyou

Iinet is the best provider of internet and mobile phone services! They have a great technical support team and I have always had excellent help from them with any of my technical issues! Their fees are very reasonable and their internet service is fast and reliable! I am very grateful for having such a reliable, fair, and helpful internet, wifi, and mobile phone service provider! 10/10!!

Great service and support . Easy to communicate with and not intrusive with email junk.

Easy to deal with and very friendly. Good plans at competitive rates.

Do.not.use.iinet.as.provider. That's all they do is try and shift blame to either Telstra or the customers. Wifi dropped out all the time for no reason...

iiNet seamless NBN changeover.... what a joke!!!! I went to work this morning with perfectly working internet and recieved an email that we had been switched over. I have just wasted my evening trying to configure the modem with their so called technical help line to be finally told there is an open connection betwwen the node and my premises. I now have to wait until tomorrow for a call to find out when they have a 'slot' for an engineer to come out to fix, I am now not only left without any internet for God knows how long but have to either waste my weekend waiting in, or even worse take time off work to wait for them.
What kind of engineer (I use this term lightly) doesn't test their work. Do yourself a favour, don't bother and find a different provider

Friendly, quick action, experience in service, recommended to join this nbn provider.

GREAT SERVICE, HAPPY PERSON ON THE PHONE, LOVE THIS INTERNET SERVICE. THANK YOU SO MUCH FOR YOUR HELP.. I APPRECIATE IT VERY MUCH. I'VE NEVER HAD A PROBLEM WITH THE SERVICE. ONCE AGAIN THANK YOU. IINET..

I had multiple issues and was fixed in record time. Well done iinet.

Long term customers with iiNet. We have had nothing but excellent service from them

In setting up for the NBN I was given misleading information on numerous occasions. Polite on the phone but terrible follow through. If I had my time again I would use someone else. Very disruptive and time consuming

very quick to answer the phone , thats very important to me as i hate being on hold, must better service than telstra they drive you to in sanity they will never have my business again

I honestly have never had such bad customer service in my life. We have been without internet for over a month now, and iiNet are refusing to assist us because they can t figure out the problem. They refuse to send a technician. I have lodged a formal complaint, spoken to numerous managers - finally felt that I got somewhere when I was assigned a case officer based on my complaint, but before I spoke to them, received an email that my issue had been resolved . I cannot even understand how this company is in business. Please avoid them. The drop in customer service is appalling and it won t be long until they re shut down.

I am one of the longest customer of iinet !

I remember that I went to the office in Mirrabooka Western Australia to open my very first account.
I stayed with iinet for around 20 years and will not go with any other provider.
They are alway fantastic to deal with, never any problems.

Thanks iinet

being with them for 10 years now, already had very slow ADSL2 connection of max. 2.5 mb I switched to NBN FTTN, worst experience I ever had, they forgot to consider my application, forgot to send a technician, after being connected speed is a sometimes slower than my previous slow ADSL and goes well below 2 mb. Service is terrible , no response to email, rude response on phone if you lucky to get a human being to talk to. Consider to go somewhere else, but where? Would give -5 stars if I could. Used to be the best service you can get..all history..do not sign up with them.

Since moving to the NBN non stop buffering on the fetch tv and multiple streaming platforms called support today asking for some technical answers and was hung up on ... Great support iiNet!

I've had huge problems with my home broadband and now I've had issues for over a month at my office with the NBN. Today the support lady told me "No one really knows how the internet works" haha!!! best one yet.

Very good customer service, happy with the speeds even in peak times , highly recommend to any new NBN clients

We've been with iiNet for around nine years now. What's on offer is consistently competitive, and the call back helpdesk is always patient, technically competent and cheerful.

Have been with IINet for many years. Always have had outstanding service.
Keep up the good work.

I have been with iinet for over four years now and not once have I had an issue with them. The one time I needed there assistance I had an engineer knocking at my front door within an hour and the problem was fixed within two hours all up.
The times I have ad to phone up and speak to the service centre they have been polite and helpful. Indeed they have bent over backwards to ensure that any issues I have had have been resolved with the one pone call. And I have never been put in a queue to wait to speak to a service adviser.
I have nothing but praise for iinet and would highly recommend them to anyone looking for an internet provider.

I've been with iiNet for 6 years, can't fault them.
On the rare occasion of a problem it has been fixed straight away.
They are very easy to contact by phone, no long waits, and very prompt response.
I thoroughly recommend iiNet.

We have been with iinet for 13 years (I think) excellent service problems that arise are fixed always on the first call highly recommended

Frankly, the best customer support I ever had from any telco company. Calls got picked up quickly and resolved in very acceptable time frame. Nothing's too hard. I had been with them for more than 10 years. The only reason why I left them is because the area that I am in is not good for wired internet connection beyond ADSL. Not their fault as the infrastructure is owned by other company which will not upgrade it.
Overall, they are very reliable and helpful all the time.

Long time customer. Great customer service, however it seems that the wait times have gotten longer over years, both times I called in the last week I havebeen waiting for >1hour for a call back.

I would rather eat broken glass than deal with iinet ever again. Pro tip: if you want anything resolved, take to twitter and don t let up til they start to get shirty with you. Post your mobile number in the thread, but delete it later. Seems the only way to get their attention. Do not bother with their call centre at all. You will get the run around for months.

I honestly cannot emphasise enough that if you are contemplating iinet, don't! I have had over 25 interactions with them in a 2 month period to end my naked plans and go onto NBN. Youd think after being a customer with them for over 3 years they would help you out? Definitely not.
Constant invoices for services they apparently know I'm not using and when I try to just part ways amicably they want to charge me $400 to leave (after asking 5 times for the cost).
Go for someone else if you want to avoid hours of phone calls, hassle, days off work to organise and call iinet plus more!!!

The first iiNet technician couldn t help me, so organised another technician to come to our house in the following 48hours. This technician never arrived. I tried troubleshooting again and found that the filter that came with the modem, was not supposed to be connected. After removing that, the dsl light came on and I tried configuring the modem. I couldn t get the modem configured, so called the iiNet technicians again. The next technician was brilliant, very helpful and had the modem configured in no time.

We switched to iiNet when we went onto NBN. The transition went smoothly with excellent explanations from iiNet regarding the process. Since then, we have been very happy with this provider. The only disruptions have been due to outages. When we did contact iiNet in these instances their response was prompt and thorough, even following up to ensure our satisfaction.
Therese Korte

Great service on the phone, instillation & communication, something very rare now a days. Thank you heaps

The best thing I did for an efficient service was to switch over to IiNet for my wifi connection - whenever a problem has arisen it has been dealt with in an efficient, friendly and quick manner - . IiNet - thank you

Don t bother with email support waste of time, their phone support have given me 2 different answers on the cost of contact breach, they charged me a month of service when I was without internet for 23 days.

Tip for all of you can go with Aussie broadband or Superloop better speeds and unlimited data for same or cheaper prices. Also less dropout occurrences during so called peak times .

Have been with iiNet since 2014 and have always had a positive experience. Great 24/7 customer support! Anytime there has been a problem (which is not often), they have always been quick to resolve it. Would definitely recommend iiNet.

The iiNet staff were very helpful with setting up my NBN connection. Any issues I had with the NBN were dealt with efficiently and professionally. Staff always called back when they said they would. Overall, I am happy with my experience with the ii Net staff.

I was with iiNet for 3 years aside from the initial sign up when they spelt my name wrong hahaha there was no issues. The internet speed was fast and everything was straight forward no hidden cost no issues with speed really easy to schedule our disconnection when we moved as we were signed up on a month to month contract. I never was unhappy to pay my 69.99 a month.

Amazing company to deal with, support staff are brilliant and our HFC connection is unbelievably fast and consistent.

Dealing with iiNet over the year I have found them to honest, knowledgable and polite. The answer all my queries or refer me to the appropiate section of the company. If they cannot solve the problem them they will ring back to save you staying on the line (if by phone) which is 1 - 2 working days. Excellent service at all times.

Iinet team are very calm, helpful, friendly and professional.

I was having issues with my internet dropping out constantly it could drop out 4 times in a row daily, I spoke to a consultant at iiNet on Friday and he advised me the problem was with my modem it was not working properly and it was also out of date and he will send me out a new one asap, by Monday I had my new modem delivered and I have had no issues since and it's working really well it hasn't dropped out once. Delivery time was fantastic and consultant was knowledgeable and pleasant to deal with.

Have been with iiNet for years and they have been amazing, very helpful staff when you need to contact them and have always fixed the issue on the first contact

Been with iinet for years and have always been completely satisfied with the fantastic standard of their customer service operators . . . extremely knowledgeable, courteous, patient and always willing to listen. On the odd occasion when a problem hasn't been fixed on first call, the customer service operators have followed the problem through to completion.
I would highly recommend iinet for their high standards and excellent service through NBN transition, connection speeds and even mobile phone plans. Excellent!!!

We haven't had internet for 7days which doesn't help when trying to run a small business. Every time you call you are on hold for at least hour and still no technician appointment is booked
Don't recommend at all

My Experience with iiNet - Where's a Negative Star When You Need One

* Poor Customer Service
# First I was put onhold for an NBN relocation update for almost an hour - would have been over an hour, had I not called from another line requesting to escalate it to the team supervisor/ Manager.
# Justin (Manager from South Africa) assured me someone will definitely call me Monday morning 9am WA time with the progress report - lies of course. I had to call iiNet for an update. I'm pretty sure South Africa does not celebrate #StrayaDay - so no reason to say it's a public holiday there.
# Trying to talk to someone in Australia is a pain - I requested to talk to someone in Australia but the rep from Philippines said there's no guarantee of that (cold transfer).
# My NBN relocation has been escalated and someone should update me shortly they say - I have no confidence in iinet's #1 customer service claims

*Over Charges Despite calling in advance of my relocation
# I have auto debit for monthly billing and received an invoice for a terminated service. Requested ADSL termination on the 19th Jan 2019 - received invoice for 28 Jan to 28 Feb. So, I called iiNet not charge me and the customer service assured me that I would not be charged. I have been charged for the bill today (29 Jan 2019).

I managed to write this review while waiting to be transferred to billing team from NBN enquiry team - so go figure iiNet customer service

FYI - I gave up and hung up the phone waiting to talk with someone about.

I can't fault iiNet internet service but with poor customer service like this and time exhausted with your level of service, I'm highly tempted to switch to another provider.

I'd like to say I'm a patient person but your poor service managed to shatter my tolerance. Kudos!!

UPDATE: Billings
Finally managed to get a call back from iiNet.
Spoke with a lady in South Africa and she hung up on me she could not explain the charges.
First when I called for relocation and transfer, I was told they would have to close the ADSL account and open new NBN account (fair enough I thought) and now they tell me they can't close my ADSL account because they need to transfer my details over.
Yes, they told me they would now refund the amount that was charged for my terminated ADSL but iiNet has also already charged me for establishing NBN line and prepaid first month fee for NBN. I have been charged twice for services I have not used.
Previously, when I talked with iiNet customer service, I was told I would not be charged for the terminated ADSL line.
The service is not consistent and varies with the customer service personnel. One staff tells sth and other totally contradicts what was told.
I'm not sure who can help me with this issue as iiNet hangs up on customers that want clarification for the charges.

FINAL UPDATE: I managed to refund all my expenses pertaining to NBN setup and previous charges.
I have moved on to TPG NBN - NBN tech is coming today (13/02/19) for new connection setup and modem in transit as per StarTrack tracking.

Godspeed and thank you for viewing my post - contrary to my awful experience, hope you fare better dealings with iinet.

All the best

We have found iinet service to be excellent with NBN very reliable. iinet customer technical support staff are always prepared to take ownership of the problem and have gone out of their way to ensure that issues are quickly resolved.
Thank you iinet.

Great people to deal with minimum Fuss Maximum output from iinet many thanks & highly recommended!!

This review is for the adsl connection today at our business premises - which went perfectly!

I have been an iinet customer for many years. Mostly, I have been very satisfied with the service and quality of product - but unfortunately 2 previous 'premises moves' were not handled well at all, and I had no hesitation in doing a 1 star review at the time.

But today, I am very happy to say that this latest 'move' went very smoothly indeed. Appointment times kept, connection strong etc.

Here's hoping that this is the old, GREAT iinet returning!

Thanks a lot.

iiNet have been a good Service Provider to me. The service is reliable, the Staff have been courteous and helpful with my concerns and connection. Thankyou Philip Leeden

We have had iiNet for more than 8 years. Now switched to NBN50. Customer service is good and no problems with this network.

The technical staff I have dealt with were all polite, friendly and did their best to solve my problem.
I'm awaiting a modem replacement, hopefully this will restore the normally excellent delivery service of IiNet.
Leo Engelen.

My recent iiNet experience and why I am switching to another service provider:

Last Monday night I phoned iiNet to ask for my fetchTV set-top box box to be reconnected. I spoke with Danielle who was very polite and very helpful, and advised me that I would receive an email with a reference number; all I had to do was phone back, quote the reference number and my service would be reconnected. I gave Danielle a score of 10 out of 10 for her customer service.

But that is where the customer service ended!

The next day I received an email saying that a set-top box was being dispatched. I emailed back saying that I did not need a new one, I have one already, all I need is for it to be reconnected. On Tuesday evening I phoned iiNet again, and was assured that the dispatch of the new set-top box had been cancelled, and my existing set-top box would be reconnected within 48 hours of my first call. It is now Saturday, nearly five days since my first request. I have heard nothing more from iiNet and the FetchTV service is still not connected.

So, my score for service delivery: FAIL!
And I ask: Polite and well meaning customer phone service is all well and good - but what is the point if you do not deliver?

We have been with iinet for almost 3 years. i was a very happy customer untill recently when i ordered service for my another address. First thing i mentioned was that i need service activated before the modem arrives as i have another iinet modem at home that i can use. it was happily agreed by iinet and we went ahead and signed up for the contract.
Now things took turn. iinet received payment in about 3 days time and service never got activated. i kept calling almost everyday to find out what is wrong and was told every-time that it has been escalated by provisioning department and will be activated soon. Today (28/12/2019), i was told it can never be activated untill the modem was received by us. spoke to one of the managers and she also confirmed that it cannot be done. so after about 1 week, i am still without internet.

please beware before you sign up for service as it may turn out that you cannot get what was promised at signup.

thanks

More reliable than the other providers, always able to get people on the phone that aren't technologically retarded.

Choose Iinet.

Great to deal with - quick, prompt and friendly service!

I have been with iiNet for over three years and have found them to be very reliable with prompt service. Good value for the money.

Loving the iiNet experience! So easy to get started and helpful staff available if needed to answer any questions.

Like every company providing a service, there's cost involved. Unlike other companies providing a service, i feel the cost is = to the service provided.
Theres a 24\7 call centre, English speaking employees, foreign or domestic. they're helpful, understanding and take the time to solve issues brought up, and aren't to invasive with follow up and emails.

Would recommend. 4 year customer

Called Service Center as I had difficulty connecting my Chromecast. Got on to service guy with minimal wait time (less than 10secs at 8am in morning). He was quickly able to resolve my problem and I can now cast from my phone to the TV without a problem. Main plus point is IInet have helpful people and minimal wait times which is worth paying a bit more for

Helpful, great support and importantly, accessible when you need help. Highly recommended.

Customer service is useless, waiting over 4 weeks for a reply to a ticket. NBN network is full of congestion problems that arent being resolved.

The Internode team are great . Yesterday I called and spoke to a awesome young man called Liam. I needed help to relocate my internet as I moved house today. By the time I got to the new house today the internet was up and running .
Thank you so much for making this so easy and fuss free.
Karen

Help desk staff are excellent. When changing over to NBN they nursed me through all the steps in no time flat, with courtesy, patience and efficiency.

Went with my 91 year old mother with new mob and changing of the server and Marcos could not have been more patient, knowlagible and efficient. So appreciative of the human contact.