iiNet Reviews

Great customer service always.
Iinet is awesome for broadband and there fetch service. i have been with them for 3 yes now and never any issues.

Im done with them cancelled today- been with iinet for 5 years and have had the worst last two weeks experience with them - moved on to a perth provider based here spoke to an australian in an office here done with the south Africans that can t help us later iinet

I have read the reviews and am very surprised.
I have been with IInet for so many years, I forget when we started.
I have moved house 5 times and taken them with me at each move.
Never a hassle.
I have my domains hosting with them, and each time I have something I want done, I just call and they sort it out...I needed a website, so they organized a " under construction" site for me ( 55 day countdown).
Always been happy with their call staff. I am in Perth, not sure if that makes a differance. Hopefully , I don't ever get the service complained about in other reviews. BUT! I do have a friend who has had heaps of problems, ever since the NBN was apparently installed at his house( it wasn't installed).
I was listening in on the aggressive phone calls from my friend too IInet...the staff kept their cool and were always polite. Unfortunately, The NBN roll out crew lie to everyone - I was on site at house when they came out to confirm the installation was done, when we opened the pits and grey box, they couldn't fine the connection they had installed, we had 2 supervisors and 2 staff, all in brand new vehicles scratching their heads on the front lawn..They left saying they would be back to install....4 months later it still wasn't installed, hence the call to IINet! NBN crew are milking the government!!!!

Having just been connected to the NBN and not being an IT nerd it presented a few challenges.
I had to call the iiNet support people for help and one of my problems took quite a bit of solving but they hung in there like a dog with a bone and made sure everything was working to my satisfaction.
I should add that I have been an ozemail / iiNet customer for 14 years and whilst not having to use their help very often, when I have had to do so my experience has always been positive.
I particularly like the call back service which essentially says the wait is say 8 to 10 minutes and they promise to call you back within that time without losing your place in the queue - I always use this and they always get back to me in a timely manner.
Hugh.

It was great service in fixing the problems, I don't like the way you have to wait and hour, I had to wait about 3-4 different hours to get advice for my service, first time the lady told me to reset and I had to ring back again lost the phone, nothing works. I have to stay home from work just to make theae calls. I work on the weekends

Jenny

all i can say is yous got the job done that i asked

Very bad quality internet. Contacting customer support is nearly impossible (emails take weeks to be replied to and waiting for 6+hours on phone). Would not recommend.

We have been with iinet for 10+ years now. We have our internet and mobile phones with them. Recently I had a problem with my internet. When I called they were busy and I arranged a callback rather than wait. I was promptly rung back by Teresa. She was delightful and patiently took us through and fixed our problem. Iinet employ the best people.

I can highly recommend iiNet as an Internet service provider. I have been with them for over 4 years, recently changing to NBN, and I have never had any significant problems. When I have had a question or query, they are very easy to contact and prompt at replying, and attending to any issue.

Great customer service, competitive pricing and the internet service we have seems to be running very well.

Never again!! It s very hard to communicate deal with problems, relocate or cancel the service. The only form of communication is via phone. When you want to fix something or cancel they move you back and forward and since you don t have an evidence in writing they just do whatever they like. Very difficult! I am glad I got rid of this service and it was such a hard job to do you can t even imagine. Would never go with them again !

When I have had to ring ii net (which is very rarely) service has been fast and very polite, issue or query s have been fixed/ answered without a problem. Best provider I ve been with ever!

Actually love how easy iinet is to deal with. From setting up NBN to updating my contract to suit my needs when my situation changed. Highly recommend

iinet provided efficient and reliable internet to our home in Ballarat

Would give 0 if I could. My internet service has been unavailable every day for the past 7 days for periods of up to 6 hours. Can't get through to customer service today. Been a customer for over ten years but will no longer renew. A complete waste of my time

I have been a loyal customer all because I have never been let down. All my technical issues have always been resolved effectively and efficiently. Staff I spoke to have always been wonderful and most friendly. Outstanding service and customer care is always a priority. I love my IINET

The assistance I received trying to sort out my old and new account at iiNet was exemplary. All issues resolved and am a happy customer. The NBN has been faultless since getting connected December 2018.

Has been the only provider I have not wanted to leave, which in Australia is saying something. They have always been up front about the speeds I will get and never sugar coat it which I appreciate. Every house move I have had has been smooth and every request has been carried out well

My experience with iiNet has been nothing short of excruciating to say the least. I'm currently trying to relocate my existing ADSL down one floor in my building and its been 7 calls and no success with any iiNet staff so far. I have had to explain the same thing to them over and over again. But still I am optimistically waiting for their call back days later after each time they say they will call back. Our experience trying to get NBN with them was 10+ appointments missed by them and not one call to cancel the meeting they just don't show up at all. Super painful and my wife has had to miss 10+ days of work with no compensation from iiNet (or they just blame the NBN people) for all the missed appointments which we have to take a day off work for. I can not express to you how frustrating and expensive it is to miss that much work and because they don't cancel you have to wait in your home for them to not show up. We couldn't possibly be more unsatisfied. Minus 5 star review. I highly do not recommend iiNet.

Been with IINET for years, service is getting worse, ringing for support every two weeks now, when are we going to receive nice clear internet in OZ ???

I'm a long time iiNet customer. In those rare times I had to use iiNet customer support they were superb - fast, professional and friendly. Most importantly, all the problems were fixed as fast as possible.

I have now used iiNet's FTTB (Fibre to the Building) for about 9 months and am very satisfied with the service itself as well as with the support I get when needed. Can highly recommend the service.

Exhausting. Terrible customer service. Untrained staff and terrible internet connection. Do not bother, they re not worth the effort.

I have been with iiNet for six and a half years in all that time I have found them very pleasant people to deal with from tech support to even extensions on my account in this time I have also moved house and found the internet and my fetch tv already to go when I moved in I have no desire to change providers and after listening to friends and family with complaints about their providers i am glad to say I would and have recommended them to go with iiNet

Dedicated staff, helpful when needing tech support. Always on hand to assist. Been with IiNet for 2 years and will stay with them. Great service guys keep up the hard work...

The wait was only 4-5 minutes, the consultant was pleasant and we'll informed. Gave me the information required to resolve my concerns. Direct and too the point, very much appreciated

Connecting to the NBN through iiNet was extremely quick and easy. They were well within their target timeframe, and the change-over was extremely fast from ADSL2. Actual speeds are very very close to the notional speeds.

I am on an NBN 50 plan, and even during peak periods, I'm usually pulling well over 45Mb (Fibre to the Curb). Just now I have 47/17. This is really great for a remote rural area (town of just under 10,000). They were very responsive to enquiries when I had an issue logging in to my account, with a wait time on callback of less than 5 minutes.

My only problem with setup was tweaking a third party router (which I already had) but fortunately ASUS solved it in about 5 minutes over the phone.

I had issues with changing direct debt arrangements and also getting an update on delivery of NBN. The service I received was prompt and first class. All my questions where answered quickly and in a language I could easily understand. I would recommend iiNet to anyone who has had issues with their current provider. I previously had several other providers and was not treated as well as I have been with iiNet.

staff refused to apply refunds,tried to mislead customers,very unreliable service.

Cancelled my account and still getting billed after calling again. They also want to charge $10 admin fee to refund the money back into my account. Absolute joke

Currently, I use cable iinet. Initially, I thought that I would try cable before the NBN became available in my area. However, I have found that the iinet cable speeds are fantastic and I have no problems at all, even during busy times. I run a PC with forex charts continually updating and I run a Smart tv and have had no issues. With all the problems I have read about NBN I am quite happy to stay with iinet cable.

I have been a long suffering iinet user. They took over my original provider Netspace who had been brilliant. iinet managed to destroy the great service Netspace once offered.
The biggest gripe I have is not their actual product which usually works ok. It's their appalling call center (based in South Africa).
That particular call center seem to never call back, never follow up problems. I tried to move my account from one property to another, after several weeks of at times very stressful times trying to get someone from iinet to actually follow up my problems I finally got part of my internet to work.
I lost my email account and phone number despite iinet promising i would keep them.
I had a disaster of an experience a few years ago when I tried to open a iinet mobile phone plan, I should have tweaked they were useless then.
I would not recommend my worst enemy to consider iinet for any telecommunications products whatsoever. Avoid iinet at all costs

Internet constantly getting cut out, wasted hours sitting on the phone trying to fix connection settings over the two years we were a customer. Management would never call back as advised.
Then it came to last week where my account was deleted off the system, even though the issue was settled days before hand. So i reactivated my account again..and again..and again only to be told the fourth time that i STILL had no account cause it got deleted. WELL THEN WHY HAVE I SAT ON THE PHONE, ON THREE DIFFERENT OCCASIONS, OVER THE TIME OF TWO WEEKS, REACTIVATING MY ACCOUNT EVERYTIME WITH A DIFFERENT PERSON!? If no one was actually doing it for me, what the bloody hell were they doing each time? Useless bunch of people. Not to mention the one person that hung up on me after being on hold for nearly a half hour, cause i got annoyed my internet was still not connected after two weeks, when i was told 3-5 business days.

iiNet inspires loyalty in their customers because they provide expert service and are generous in their time to advise and problem-solve .
Over 15 years I have found their responses to be consistently friendly and very helpful.

worst customer service ever constantly run around and told different things went to store got told my problem would be sorted have to take time out of my day to go all the way down there again fkn joke

Was helped promptly and courteously during an enquiry regarding updating billing details. Very happy with the service!

Been with apt iinet for years.
If I ever have a problem they sort it out, no problem

pretty bad service, worse than on phone with them. (and on phone is BAD)

I had not internet when kids were homeschooling. Yes it took 35 minutes to speak to an iinet rep but he was awesome. Ashton took his time and had heaps of patience whilst he helped me to resolve the immediate issue, which he did. Then he noticed I had an unstable line. Organised for a technician to come the very next day. He came and solved my whole internet problem. Iinet have always been amazing, I've been with them for over 9 years. I would not even consider another company. Thankyou iinet.

The only reason I give one star review is that there is no option to give a zero star rating. Was awaiting a call-back today from 1233 to 1503 and then when finally connected to a human, she went off to seek advice and after a further 15 minutes on hold I was "cut-off". No call back, no apologies, just woeful service.
Seek another ISP, I am.

It was only with the persistence of the Tec at iiNet that we were able to resolve our problem. Long after we would have given up he persisted and of course, with his resolve the problem was resolved....thanks iiNet

5 years with iinet and no real issues. Great customer service. Top marks all round!

Having been a very loyal customer with iiNet for over 10 years, when they first started out and were based in Australia, the customer service was fantastic. Fast forward 10 years, and my, how a once great company have fallen. After deplorable internet speeds, continuous 'drop outs' and 'the right hand no knowing what the left hand was doing' regarding trying to get the issue solved, I finally gave up, cancelled my internet service and went with another local provider (which have proven to be excellent). However, as we are a small business I thought I will keep my landline with iiNet (as we have had this particular number for many years), surely they can't mess that up. Well, never underestimate the 'stuff ups' this company is capable of. After discussing in depth a plan for our continued use of the landline and having an agreement in place - YES you guessed it, five days later I was informed via SMS and email that they had disconnected the landline. After a few deep breaths I contacted them to see why this had happened, after demanding to speak to a supervisor, they admitted their error, apologised and stated re-connection would be forthwith . Just as I was about to 'hang up' a sudden thought occurred - 'I won't be charged a fee for this re-connection will I? Answer - 'Yes you will'. After a rather heated exchange of words they very kindly (tongue in cheek) reversed that decision. But by then I had had enough. Goodbye iiNet. Footnote to this tale. About a week later my monthy account from iiNet came in (via email) and there it was - a $59.00 re-connection fee charge. Back to the labyrinth that is iiNet customer service. The charge was reversed. Like I said at the beginning such a sad decline of a once great company. I was unable to post without putting a star - lets just say one star is one star to many.

i have been with iinet over the last 6 years an find them to be really good in fixing problems an good communication

A very quick resolution to my problem with very helpful staff on the phone.

A great experience of informed and caring support or took time to understand my issue and then patiently worked through a solution I was totally happy with
A pleasant change from my experience with some "support centres" and a stand out from the rest of the market

Their online support team is awesome. No horrible call centres and they have a team that knows their stuff. I'd stay with iiNet just for that reason.

I had my bag stolen with all my bank cards an things had to cancel bank cards .an my payment was due .I rang iinet an they was very understanding which was a big relief to me. Thank you iinet .

Having been with a different communication company for many years and having changed to IINet recently; I can only say I wish that I had done it a hell of a lot earlier! Best service ever.

Always helpful. Easy to understand. Excellent service and an internet speed they promise is always delivered. I have had other popular providers but I am extremely happy and home here at iiNet.

I have been with iiNet for a considerable period and have always found that they provide excellent customer service are patient and understanding and are thoroughly professional in resolving any concerns in regard to our Internet service. I cannot recommend iiNet more highly.

iiNet has been my internet and telephone service for over 11 years . Now it is my NBN Service. I have had to call them a few times in that 11 years and always I have had excellent service. I would thoroughly recommend them to anyone who wants efficient , friendly and Affordable service

Bitterly disappointed with deceitful and misleading customer service.Lied to TWICE regarding payments and Data.Very unhappy!!!!!

I have received very good technical support and information regarding my life long experience with Iinet I have received great customer support from the friendly staff thankyou for your time, effort and loyalty. I look forward to your ongoing coverage. I have no plans to switch to another company, cheers

Great ISP, written conversation logs, quick turnaround on set up or problems, reliable website and toolbox interface, and a reasonable pricing. I get minimum dropouts and usually good speeds from my IInet connection.

I have been a customer with IINet for more than 10 years, the service they provided to me and my family over the years has been amazing. Customer service people are very pleasant to deal with and extremely polite. I'm sure I will be with IINet for many years to come. Thank you so much for your great service.

I have been with iiNet for eight years and have never had a problem that the technicians haven t talked me through. I am 92 years old and hard of hearing
. Their patience is truly commendable

Excellent Service. I have had no problems at all. Installation was easy. I would highly recommend iiNet

IInet are the worst providers ever. I had to wait over 8 months for a connection for ADSL. After waiting for numerous contractors to come out (which never did) - I did get connected. For 48 hours. Then I had to wait a further 4 months with more contractors promising to coming out - but they never arrive on the time. I've taken 10 days off work so far to get a technician to come out. I've put in 3 ombudsman complaints & the IInet supervisor completely useless. I WOULD NOT RECOMMEND THIS COMPANY TO ANYONE. I have a few personal issues that I am in the middle of - as soon as these are done with them, I will be pulling the plug on IINET - hopeless service

Tech support give you the run around and think its a Joke, i try and get my old Email account back because its got important documents but they don't care

iiNet always delivers! Prompt helpful staff, problems resolved. Yippee!

I switched to Iinet in 2009 in Sydney for my business and my monthly bill dropped around 85% . I moved to Qld in 2013 but was unable to connect to Iinet until 2016. Their service is excellent and I have only experienced a few periods of dropouts which have been attended to promptly and have been found to be in the NBN node.
I highly recommend Iinet for price and service.
If there was no Iinet and the other smaller players in the market only Telstra and Optus imagine what you would be paying for your data service

IiNet has been my internet service provider for many years now. The staff is always pleasant when I contact them, which is usually when I have a problem. I am quite happy to support IiNet in its endeavours. Later this year NBN is coming to my area in Sydney and IiNet has been in contact with me about this. I shall leave it to them!

I had issue regarding my internet service dropping out. I contacted the customer service and they quickly resolved the issue by sending technician to rectify the problem.

I've been really impressed with the way that iiNet have responded to all of my concerns. Tech support has always been prompt and efficient, and when the issue couldn't be resolved a replacement part was provided immediately.

I have moved to new address. The internet relocation process is dreadful, I have called them many times and wasting a lot of time being put on hold by the off-shore (south africa) support team, and ended with no result. No real support is provided.

1. To cancel the existing NBN in old address, I tried calling 2 times, emailing to support email. two weeks has pass and no action has been done!
2. To enquire about an overcharged/incorrect invoice, it took me more than 1 hour to get hold of billing team (again offshore), with no proper support (again being put on hold many times). Ended up email support email again, and didn't get any response so far.
3. I have placed order for new connection for new address 3 weeks before I move in, after 2 weeks my order was lost and new order get created and I received a thank you email again for my order. This causes delay in internet provisioning and now I have no internet on my new home!
4. The customer service from SA always say email them directly and they will reply in person, but nobody reply to emails!

IInet used to be good 3 years ago, not now.
Strongly not recommend them.

I was going through hardship and in hospital for a while. When I got a email regarding my bill I informed the iiNet team the situation I was going through and the team totally understood my situation and gave me the time to get my account up to date such a great team of people who work for iiNet.
Thank you
Jason Ford

We been with iinet for about 10 months and always had slow internet but never complaint. Then we got informend that NBN is available, ordered NBN and had nothing than trouble.. being without any internet for more then 2 weeks. Had 3 technicans there and none of them was able to connect us to NBN. Even worse, they disconnected us competly 2 times.. the 4th technican didn`t showed up and thats why I decided to cancel the contract after 4 weeks having nothing as trouble. I run a online business and had so much drama because of that. We lost money, time (spending days on the phone) and nervs. And on top we had to pay connection fee + first month prepaid NBN + our normal DSL and got only a small amount back. Now I have to go futher to fight for my right and money. I`m so annoyed and dissapointet how we been treated.

Over the years, I have dealt with a significant number of companies, both in private and business capacity. iiNet Limited is, without a doubt, THE WORST!
A simple "porting" request for Internet and Phone Services, turned into a 2 month ordeal. They are their own worst enemy and a classic example out-of-control outsourcing, sub-standard policies and procedures and an absolute lack of supervision and accountability. I was forced to escalate the matter, all the way to the Telecommunications Industry Ombudsman, in order to get a satisfactory resolution of the problem.
I will never, ever have any dealings with this "company".
P.S. As to the iiNet's reply, I will cite T.I.O.s 2018 Annual Report, page 64: Complaints received per provider/iiNet Ltd/FY18 = 7,719. Excluding "the big 3" telecoms, iiNet is the leading company per volume of complaints, followed by TPG at 6,248.

each time i have contacted Iinet over the phone they have always been helpful and helped me with any question i had

As a business customer they made me sit down for 20 minutes and wait for someone to be free so they could give me a modem/router. Understaffed and very poor service standards.

Worst service, the staffs are not helping and very bad attitude, their system keep charging wrong bills, no-one want help customers. Don't buy service from them.

i've always have great service.and allways helpfull.

I have been an Iinet customer for the past 3 weeks and my subscription fees is due today but I have yet to receive either a connection or some form of service. So far it has been impossible to contact anyone form Iinet. Waiting for response from their call centres have resulted in nearly a hour's wait for the past 3 calls. I am now almost at the point of signing up with another internet provider !! Still waiting for my internet to be hooked up but how much longer !

I have been with iiNet for over 11 years, this is with a package of my personal PC, landline, and mobile phone. The best monthly outlay for the data and phone calls I use. Whenever I've had computer hiccups, iiNet talks me through each step of the technology without me knowing the terminology, they are soooo patient with me, and always successful in getting me back online! Doesn't matter who of the iiNet team that tends to my technological woes, they are all above and beyond the call of duty, excellent at their job. Thank you guys for your help over the years , appreciate all you've done for me, my mum, family and friends. Lotsa love, Karen

I've been with iiNet for about 19 years, I moved to a different provider solely because iiNet does not provide residential Gigabit NBN yet. Will definitely return to iiNet once they offer the service and the price is be right.

Thank you for clear instructions for fixing my problem. I am an eighty plus year old, and this modern technology gets beyond me sometimes! Yet without it we lose communication with friends and family who are overseas, so we persevere.

I've had to contact iiNet twice recently, once to change my address and once to update my payment details. Both customer support employees that I have dealt with have been absolutely outstanding. They were both bubbly characters, and honestly brightened my day immensely. Incidentally they were both from offices in South Africa and seem to genuinely enjoy talking to clients in Australia; I even ended up staying on the call for extra time just chatting about all sorts of stuff. The best customer service experience I've ever had (and I've previously stayed in the gold class Emirates lounge in Dubai so that's saying an awful lot!)

I ve been with iiNet for almost ten years and have been really happy with their products and services. Customer service is excellent and tech issues are always resolved and taken seriously. Definitely recommend.

As a iinet customer my experience is that it is affordable, flexible in adjusting plans and they offer quick and clear service to any of my queries.

Horrible service. What was once a good service provider has now become the epitome of terrible customer service. Their sales operators are pushy and aggressive and don t listen to their clients even when you re just trying to upgrade an existing service! I m literally switching my provider today

Have been with iinet for more than 2 years, the NBN internet connection is been unstable, the connection kept drop out around 10pm - 12pm. Recently had an outage for about 10 hours

On my last, and in fact on all the few occasions I have had to use the help phone number with iinet I have had people who listen, explain and talk me through my issues. The help staff are very easy to talk to. My issues have always been solved the first time around and I have never had to call back.

This is a review of iinet since swapping to NBN with iinet.
Pathetic customer service. Act as if they can't be bothered. As if it's to much trouble to be helpful.......

Sales Team called back during the busy time and helped and resolved my plan change request immediately and I am with the iinet for a long time. Thanks Team!

We moved from Telstra to iiNet a few months ago and I cannot fault the service that we've received from iiNet. They are always very quick to answer calls/respond to queries. Activating our service has been painless. The one time that there was a problem with the internet in our area, they resolved it very quickly.

Had a very good interaction with the person who went above and beyond to assisted me on tracing a fault on our wireless landline. Which wasn t a IiNet problems but she helped us fix the situation.
Thanks so much

Poor service beyond what u pay for waste money elsewhere what u pay u get

Pathetic support - took 3 months to get my business connection working (Dec to Feb) and has now not been working for 10 days since 31 August. saying NBN Co issue and 2 day wait still. No internet for a business so no EFTPOS or POS. Definitely recommend any other provider but these Muppets.

Frustrating experience after NBN cannot make calls, multiple consultants tried but failed- reside in Perth but get connected to consultants overseas,disenchanted.