iiNet Reviews

Have been with iinet for about 10 years. Their tech support used to be fantastic until they were bought by TPG a few years ago. Now it sucks.

My internet stopped working suddenly. It took 8 days and continuous phone calls for someone to tell me that my naked DSL had been disconnected and I needed to switch to NBN. Why wasn't I called prior to this?

Very impressed with the short waiting period when I called. Nola knew exactly what to do and helped me effectively. The call back service was great. They even offer me a better deal. Absolutely recommend iinet.

I've been with iiNet since they gobbled up my local neighbourhood cable provider many years ago. Internet speed is great and outages are few and far between, and are generally the result of some errant motorist crashing into their infrastructure. The call back feature from their service desk is a winner and the staff are friendly and very helpful.

Arranging to receive the NBN via Iinet at my place in MAR 2020, I spoke to Peter in the Philippines for about an hour or so. I am staggered by how well trained and thorough he was. I'm looking forward to seeing if the quality of service flows through to the whole procedure.

Very helpful, but not as good when asked if I could have the entertainment pack. I was happy to go back onto a contact but I was told I couldn t. So I m looking for another internet provider.

Thank God for the angel at the other end of my phone.I was talked through a difficult situation with 100% results...very happy customer

This is the best and Easy as of all time in connection,solve the Problem and they really helpful when you ask for help.

Reasonably priced plans and excellent customer service.

I have been a consumer of the iinet experience for the past 9 years and moving around for employment, never disappointed with the prompt, professional service provided. I am always very happy to be associated with their excellent service, prompt and accurate support and superb customer care. Many thanks iiNet, may we journey on this road for a long and fruitful time for a long time. Thank you!

I would highly recommend iiNet, they have great internet packages and their staff is very friendly and easy to deal with. iiNet has excellent customer service. I have been with them for a few years and their internet service has been very stable with very few outages over the years (most of the outages was either weather or maintenance related to the NBN) . Their 50/25mb package have been very good for streaming multiple devices.

Looking for an ISP can be tricky and time consuming. For me, iinet has been a stand-out in customer service for over ten years. Innovative support technology for the consumer is easy-peazy, even adding products to your home technology and be done yourself via the toolbox in your account. We all love to hate call centres, so at peak times the call-back option is a winner.

IiNet have been great to deal with. Only ever encountered minor issues which were rectified as soon as possible. I'll be re using them on my move into my new home

Absolutely worst service from this company now. Have been a client for 24 years and cant wait to get out of this company. New nbn 50 is ok but cant notice any difference in the speed compared to before nbn. Forced to buy a new modem even though I purchased an nbn ready modem 2 years ago. Will not transfer my emails from my old acct to my new nbn acct with out a huge drama on the phone. Spent two hours on the phone this week trying to resolve problems and still nothing is fixed. Last time I moved house was equally as bad and I even signed my parents up for their service and the iinet staff had my 75 year old mum on the phone in tears. Don't touch these guys now. They have lost their way in the big company take overs and their staff is untrained and from who knows where.

Great service and prompt problem solving with very little wait times. If there is a long wait time you don't have to wait in a queue they will call you back.

Good Day to one and all ; I was very impressed , when I first called to have an issue resolved , that I was given an option to either stay on the line or hang up and have one of iiNet staff call me . This no waiting on the phone for a staff member to be free to attend to my issue is great and to receive a return call in twenty minutes was greatly appreciated ; I would love to see all other firms and Govt. Dept's adopt this client care policy of yours , we'll done !!! My experience chatting to iiNet staff via telephone is absolutely positive , the lady I conversed with was great . Thank you ever so much !!! Five Stars for sure!!!

I've been an iinet customer for about 10 years; service has been consistently good, even in the giant mess that was nbn HFC false activation. Very few issues with my service despite a couple of house moves, and I've always found customer service to be easy to get through to and reliable in helpin solve any issues.

I moved to iiNet from another provider. I m REALLY happy I moved and I ve found the service exceptional. You might find a savings of $5 a month elsewhere but the speeds, reliability won t match iiNet. Pay the extra $5 and you will thank yourself for it.

Well done iinet. I have had a lot of unexplainable problems with my WiFi lately. It's been driving me nuts. The iinet team have always come to my rescue though and all have been thoroughly encouraging. I have had technicians come to the house and iinet, Network support have been checking out things their end and keeping me going.
Some of the problems are so intricate and unusual that I am amazed that iinet were able to use their people to help me sort it out. We got there eventually.
Good on you guys. So grateful to you all.

iiNet is set and forget internet.
It just works at fast speeds all the time.
When you do have problems, the service from iiNet techs are quick and efficient while being respectful of the users ability levels..

iinet has been a great experience and would give them 10 out of 10 for service and help

My experience with the service that Iinet provides has been very good. The transition to NBN was fairly smooth and any hiccups along the way were handled very well. Recently, there was an internet outage in WA and my systems using internet shut down (TV streaming, mobile, landline, etc)even after the internet resumed service, but the iinet service person was exemplary and got it all back for us in just one call - and that's why I am with iinet for over 10 years now.

1 of the worst companies as far as ISP's ive yet to deal with.... they send out cheap equipment that breaks within weeks, lie over the phone and try and charge call out fees when nothing was wrong with my homes lines or services

My internet speed was around 2 Mbps in download and they let me for One hour on hold to talk with technical support , I can't remember they were that slow when I talked to the sales rep

Great team! Sorted me out and was super friendly been with ye guys 2 years and still enjoy it!

Needed a simple NBN service move from one business address to another. NBN turned up to install the service - but wanted to convert an ADSL service that belonged to another tenant - I managed to prevent this from happening. I spent hours on the phone to the Ph Call Center who did not have a clue ...even after speaking to 2 different "supervisors" . The usefulness of the consultants was NIL. I can not explain the frustration experienced. Shifting in today - but still no resolution..... Why iiNET Why?

incompetent staff
Does not pick up your phone if facing technical problem
takes too long to fix problem
Hopeless over the phone service - bad record keeping and system for follow up
Left customer out of service for too long. In my case two weeks nearly and still not resolved.
I would not even give them half a star !! pathetic

Need something, go here, want an upgrade, go here, dont know something, Go Here!

worst internet service paired with worst customer service i have ever received. No care for paying customers, only on bringing in new ones. Iinet does not even offer the latest IPv6 technology. joke of a company

I have been a long term customer but left them do a while. So pleased I came back. They have always been responsive to my needs and their customer service and technical support has never let me down. I am a happy customer.

I've been with iinet since it took over from Tassienet, more years than I care to remember! The service has always been faultless and hassle free. I wouldn't think of going with another provider.

As a long term consumer, iiNet has always provided the best customer service whenever I have needed technical support. Customer service operators are patient , friendly and thorough. Unlike other companies, they are customer focused and I highly reccomend iiNet to anyone. Great work iiNet!! Australia needs more companies like you!!

I have been a customer for almost 20 years and I am now looking for an alternative ISP. The performance of the network just gets worse and worse and my bills are increasing, through phone usage even though I signed up for a $20 call pack. The customer service has hit rock bottom, they used to be great, however now it seems iinet has reached the point where they have become too big to care about small customers any more. Staff refuse to apply refunds for poor service or misleading sales pitches. It's like they were suddenly taken over by Telstra. What happened iinet? Shame on you!

I have been a customer with iinet for over 6 1/2 years now and have nothing but praise for their care, concern and service. I live in a Retirement Village and the NBN is about to reach us. There will be much competition for our business, but I see no reason for me to transfer to any of the bigger carriers. The personal care iinet provides me is excellent.

iiNet are amazing! Fantastic customer service that always go above and beyond for the customer.

Any issues I've had have been resolved immediately, and when that's not possible I'm told exactly what the problem is.

Keep up the brilliant work iiNet!

Iinet VDSL2+ is the best. At first I feel doubt that Iinet will be different from my previous internet provider, considering the exchange point if far away from my house. I'm surprise that Iinet could give me speed 10 times faster than my old provider. although the installment take a lot of time but it's worthed

Had various accounts (private and commercial) with iiNet for many, many years and, so long as you avoid the baby kids on the tech help line and always ask to escalate your issue, have never had a major problem with their line speeds, connection times or resolution windows.

This takes into account the idea that sometimes, there is actually a technical problem that is causing an issue and that technical problem cannot be magically resolved with the imaginary Wand of Fixing that the greater public seems to think exists. Out in the real world, things break and cost money to resolve.

I have been a customer of iiNet for many years, and never once have I had a problem that they were not able to help me resolve in a very prompt manner. They speak to you in a language that even a non experienced person can understand, when instructing you to carry out various tasks on your equipment. There customer service is second to none. They have a call back function when ringing for support, so you do not need to waste time waiting on the phone. Well Done iiNet Great Service, Great Support and great accessibility.

iiNet staff were always friendly, helpful and knowledgeable about my internet access. I have nothing but praise for the excellent service from iiNet. I have been with them for many years.

I've been a fan of iiNet for a long time now. I am using them for VDSL2, which is an alternative to the NBN in my area. I find the service really good, with minimal dropouts and good connection speeds. The deal includes a VOIP phoneline which is included in my plan price. It works out at about the same as NBN but with a much better connection speed and reliability. And their customer service is excellent.

Been a customer for over five years, no complaints, but since the takeover the service is completely nonexistent. Just moved house, and had to call support 6 times, each time we were given a different estimation of the return of service, and only after realising we had to call on a Monday or Tuesday (for reasons we only discovered on the fourth call) did we manage to contact someone who could actually log a request to return our ADSL service. Two weeks later our phone number still isn't back and they're trying to charge us for the full month of offline services. What a joke.

Always friendly Phone staff who go beyond the usual internet companies and has a strong sturdy service that can be relied on. iiNet- putting the i back into internet !

iiNet have been my IP provider for almost 5 years.
Any thought of changing has been quickly thrown out as they have always been able to sort out my IT problems promptly, one call & a real person deals with you. I have relocated 4 times and am about to again and the problems that bring have been sorted each time, especially if its something iiNet may have done or I didn't ask about so it was left undone.

Non stop issues and locked into contract, so hard to deal with

We had iiNet since we moved to Sunshine coast in 2013 from Sydney . iiNet customer service is Excellent. My family and I have no problems or complains , so far . Sometimes , the NBN is slow and cause some buffering . It's not iiNet fault but NBN fault . We hope from 2020 , Iinet under Mr Teoh will give all iiNet customers faster speed without any rate increase . That way , iiNet will grow to be the biggest provider than hopeless Telstra.

I travelled a great deal for holidays and have experienced faster Wi-Fi services in Hotels, airport coaches, restaurants and trains and bus terminals in most Japanese and Korean cities. Australia is lagging behind - not first in the world as we claim to be on our TV Channels - sounds like " Do know Trump" . Currently in Tokyo for couple of months tacking along with relatives projects .

Thank you , iiNet and Mr David TEOH . He was from Perth like us when I first came to work at Burswood Hotel Casino , Perth . We lived in Bullcreek suburb.

Col ( Retd ) J Teo

Have been with iinet for 2 years. They were not my first internet provider choice. I first tried to connect with Optus who could not supply us with adsl internet during an NBN rollout at our rental. Iinet did though.

Then we bought a house and unfortunately iinet, through no fault of their own, did not have a spare port to connect our internet. We signed up with Telstra. We waited WEEKS to be sent a modem. Never came. Order hadn t been processed. During that time iinet had rung to say they had a port for us, but I turned them down to continue with the slightly cheaper, better deal that telstra offered. They never solved my order issue and in the end, I returned to iinet, quite happy to pay the bit extra for the service they provide.

Every single time I ring them with an issue, including a recent internet outage, they solve it and follow up to check. I m so impressed by them that I d rather pay a bit extra for the customer service they give. Unbeatable in my experience.

I have never regretted moving access to IiNet all those years ago.. They are easy to deal with and go the extra mile to ensure their service is second to none!

Best internet service provider, fastest speed at low price

Customer service is hit and miss, sometimes you get left on hold for a while, as I am at this very moment.

Initially set up, was advised to go on the no lock in contract for an extra fee, so I did thinking it was the better option as advised.

8 months later I move home... gets to 12/07 and they take the $69 out my account for the new month, I call on the 13/07 to swap my internet to my new address and they say we have to start you over as a brand new customer, you ll be paying $69 for new month of internet and $79 for NBN set-up)... at no point is it offered to perhaps credit my previous $69 payment...

After a tedious conversation about how the I literally just paid for a new month and now I am being charged for another new month... I gave up... I got to the whatever point on the phone.

I am now trying to cancel this contract as it has been about 5 days and I got a text today saying my NBN is ready and switch on my modem... sure as heck internet isn t working, been on the phone for over half and hour, mostly on hold (poor operator i know she s trying her best)...

iiNet, you re not super terrible, but it s really the small stuff that makes people get frustrated. Constructive feedback. If a customer is moving and they want you to come with them to their new place and recently paid for a new month within the past 7 days I recommend crediting that to their account and then JUST charging the NBN fee, not a new month too.

I also recommend you offer a call back service because without being that person, I ve legit been on hold for most this call, I even had time to write this review, make tea, put on a wash and take photos.

I've been an iiNet Customer near 15 years, while this amount of time does not give me a broad spectrum of experience with other ISP's what it does prove is their service level and technical support crew are good enough to keep me around. Not forcing me to look for other companies that provide the same service. Time and time again they have proven to be customer focused, reliable and fair when the situation called for it. I will not be changing ISP's any time soon.

Great provider. Best communicator for outages and good technical support. The service is what makes IINET stand out. For me it's not just about price or being cheap.

After 4 weeks of no internet and about 10h worth of being on hold trying to get a reply from IINET the result was no internet. When I asked to cancel my "service" and get my refund for the connection fee they refunded me back less than half of the fee.

I'd give them 0/5 but this is not possible.

Best provider I've used, best customer service bar none and a good product. Thanks.

We signed up a contract with iiNet for NBN because of their offer NBN+Fetch TV!
This is a scenario what happened :
1. NBN was suppose to be connected by 24.06 so on the 24. 06 I rang them that we didnt receive a modem . They forgot to dispatch it and it was dispatched and received on the 26.06.2019.

2. NBN was up and running on the 26.06 but Fetch TV was not working

3. We rang about it and they reassured us it will be completed and active in the next 24/48/72 hr

4. It is 19.07.2019 and Fetch TV is still not working
We rang iiNet on many occasions requesting this to be fixed and each person said 24/48/72 hr from the day we spoke . They kept sending our issue to provision team and escalating this issue and raising tickets of job to be done but no one ever followed up , we kept calling iiNeT to check what is happening

5. To make things worst today (19.07. 2019) when we got home we found out that our NBN service has been cancelled. iiNet rep informed us that on NBN portal another provider made request to cancel this service so our NBN was cancelled.
How can this happen?? It is illegal to cancel our service without informing us or asking if this is correct !
It is like using my credit card details without my authorisation! If I have gas connected with one company, gas service can be cancelled by me or another provider asking on my behalf but with my authorisation.
You cancelled our NBN service without even informing us but yet to managed to send us a monthly invoice at the same time.

6. When I asked for compensation for modems and June and July invoice I was told it is not win/ win situation and they can not compensate for that only for few days until our NBN is connected again.
We are not trying to win here - we spend so much time calling you without any solution, we had patience but no one helped to resolve the issue only tickets were raised.

When I asked to speak to Australian representative they said they can not connect me and they can help.
Call centre is based in Capetown and customer service we received was not good. Everyone listed ,raised tickets, escalated further and that is where it stops as no one was able to fix our problem.
Now we need to wait Monday to see what is going to happen with NBN.
Another invoice will be charged as we have DD set up.

Total cost so far:
-NBN modem and fetch modem $149.98
-June invoice $79.99
-July invoice $79.99
-Cable guy (to connect antena cables through wall )$250
-Data used from mobile ???
-our time spend on phone ???
Total cost $559.96 + mobile data not charged yet + our time

We are new customer but very disappointed.

Once I got to speak to a person, my request was understood and dealt with quickly and completely. I have to admit, I expected this. Thats my usual experience with iiNet.

great customer experience, but prices could be more competitive...

I have been with iiNet now for over 7 years and am very happy with their service. I would recommend them to anyone who wants a great deal on their internet costs. They always treat you like a person and you can talk to real people when you need help.

excellent customer service, quickly fixed my problem with faulty modem

The best customer service experience you can get with an ISP

Excellent value for your buck and not being tec savvy very helpful when I messed it all up high recommendation

The customer service is (and by quite a large margin in my experience) the best I've received in Australia.

if i could give 0 stars i would. 3 months of telstra and iinet blaming each other while i had no connection. Tried to transfer from one premises to another and now i am being billed for both. This company is an embarrassment to itself.

I have been a customer for years in multiple states across Australia. The assistance in relocating and setting up at new addresses has been great. iiNet have low cost, relatively low bandwidth plan that suits me very well.

Interesting their is no space to review on Facebook?

Received an email from iinet saying you would be cancelling my contract on adsl and I would then need to upgrade to nbn. Reason being adsl will no longer be available.

This is fine however you want to then tell me I have to sign up to a new plan (24 months and pay delivery cost)

I'm out of the initial term so I can pay month by month and never requested for the upgrade, simply told I MUST upgrade which is in your email in bold.

ACCC states that telecom providers are not to create a sense of urgency around upselling their product which your email clearly shows in bold that it is a MUST. Image of email below.

I was given the option of a 12 month plan and free install/ deliver however principal says, look after your loyal customer. Not being given a choice in the matter clearly shows your care factor for your customer.

Since the call this afternoon I have moved to telstra, I asked to have the service cancelled as of Monday 28th Jan... you cancelled it immediately.

So now I have 0 internet. Hot spot it is.. shall I send you the receipt of my phone bill?

For a company rated #1 in customer service, clearly the only place you are comparing yourself to is the parking inspector who still does a better job than yourselves

Very prompt response and extremely knowledgeable and pleasant service officer.

I had lovely exceptional customer service ordering our NBN plan recently from a very understanding and informative staff member . Our family have found customer service very good over the years . We look forward to NBN coming to our area and continuing our service through iiNet.

It is a great help when you are unable to pay the account on time, but when you ring and explain the circumstances, iiNet helps by allowing more time to pay. Thank you iiNet.

very sad .....................no iinternet.......

Friendly, great service, they always understand my phone query and deal with it first time, the internet quality has always been great. Sunshine Coast Region

Been with IINET for almost 15 years they have always delivered a quality service and provided great customer support to me. Keep up the good work.

I had a few issues starting getting my internet provider sorted . If was pretty frustrating .... but the people on the end of the phone at iiNet were always so so helpful and polite . I can t fault them at all . I m now going onto NBN and I m hoping it gets faster ( but everyone is using their internet so that could be the reason it gets a bit slower at night )
So far though so good .

Absolute nightmare for 2 years. Overcharging bad customer service. Faulty modems.

After 12 years with iiNet there s still no reason for me to switch to another provider. I have found the service and communication excellent throughout this time.
Recently the modem, as it turned out, was playing up and needed replacing. The IT team and their support was excellent overall, especially by Rafeek who resolved the issues and was then able to organise a new modem. It was dispatched promptly and arrived within a couple of days. I don t expect any issues in the foreseeable future and if there are any, the support is proficient.
Dani.

Costumer service is just amazing on top of delivering a reliable internet service.

iiNet has always been great when I need to call them about anything. They are quick to fix problems and won't hesitate to help in any way possible.

I contacted iiNet recently to defer my monthly account to be paid at a later date and iiNet were more than happy to help me out.
Thank's for that.
Regards, Robert

IINet installer on my property was the most helpful friendly gentleman. Nothing was too much trouble. IINet has always given me the speed I pay for, and when I changed properties, the telephone person handling my request, was also, polite, helpful, and importantly, easy to understand. I would recommend IINet to anyone interested in a quality service at a fair price.

I have never had a problem with iinet. All the staff are helpful, friendly, polite and understandable. I would recommend this company to anyone.

I have been with iiNet for quite a few years now and i mean quite a few
i have nothing but praise for these guys they do a fantastic job you dont have to be on the line in que forever you can get a call back great idea
also i have not had a problem they could not fix 12 out of 10 for you guys well done

We have been with iiNet for over 10 years. We have enjoyed consistent high levels of customer service, around the clock support, and flexibility. Having been with other larger providers this is hands down our preferred provider. We know iiNet values our customer loyalty, and they have always gone out of their way to let us know. Excellent transition to the NBN.

Why I choose iiNet is primarily for their Customer Service. It is second to none. Support issues are fixed with plenty of updates along the way. Pick iiNet people - everyone else is a dud.

When the NBN arrived, picking an ISP was also a no-brainer - I stayed with iiNet who kept me informed all the way from sending the hardware out to switching on the NBN. This is a decision I have NOT regretted.

Kudos iiNet - you're a winner in my book!

I'm not one to complain and I'm often very understanding. I have been warned about the customer service and it's all true. So many departments and lack of communication. I'll now be over a week out of internet due to the 'moving house' department saying I didn't need someone to come and set up an appointment. Now they have set up an appointment when no one is home and I have to reschedule. Apparently it takes 6 days to reschedule an appointment. VERY disappointing... might just find another internet service provider now.

I have been with the iinet service for a little while now and have nothing but praise for them. each time I call for help they have talked me through my problem and fixed the problem to my satisfaction. there pricing is reasonable and I am happy with the outcome. Cheers to the team at iinet.

Never again. Have tried to get in contact with customer care on several occasions to end my contract but just end up getting the run around. BE WARNED, They make it as hard as possible to stop their service.

Would not go anywhere else. Always efficient, polite and go out of their way to assist. They know what they are talking about. 10/10 every time!!

Always had any problems sorted with patience and politeness

Amazingly helpful and patient support staff. No way would I ever want to use any other provider and have been with iinet for 14+ years.