iiNet Reviews

Great service, great customer service, very happy with iinet.

They don t even deserve one star! I pay $80 a month and my internet is so slow I can t even even load Facebook.. it s been like this very day for the past 3 weeks! Terrible internet company

If I knew what I know now I would have gone with another provider. No follow up. They tell you what they think you need to hear. The left hand doesn t know what the right hand is doing. There business model of services in different countries just doesn t work with lack of interaction. As far as customer service goes I ve sent emails with requests for help/advice and have just been ignored. I m extremely unsatisfied with there service

I find my dealings with iinet to be handled professionally. Happy customer

I have been with II net off and on since the beginning of its existance .I have always found them helpful, they will phone you back, and are a friendly contrast to other telcoes that I have had to indure when I have lived in places that II net had not spread to at the beginning. I would strongly advise anyone wanting a good experiece to use II net, they have got it right for their customers.

I had a small problem with our Wifi which iinet solved in no time. Their service is first rate and I would recommend this company to anyone. I have been with this company for many years.

I have been with iinet for 3 years. With some rare exceptions my experience has been positive. I would recommend iinet (and I have, on several occasions) as a reliable and responsible service provider.Great customer service.
Recently I changed from Naked DSL to NBN with IINet and I can say that was a smooth transision, with just few hours without internet and only because I had to reset the modem.
Very Reliable connection, friendly and knowledgable tech staff.
Have recommended iinet to everyone I know and they're all very happy with them as well.
Keep up the good work.

Problem solved by iiNet staff very professionally did not have to wait too long to discuss my problem thankyou iiNet

Joined iiNet just over 3 months ago and I can say they ve provided the best service ever. Pricing is fair for the full services that I get, and the customer service experience is awesome.

Thank you to iiNet for your prompt reply when i was unsure what to do. As an elderly person technologie sometimes runs too fast. It was a simple problem and you told me very quickly and friendly how to solve it. best of all, I had no problem understanding the Australian English you spoke.

Was an iinet customer back in the mid-late 90s dial-up era when iinet was stilled based in WA. Now they've sold out and their service is deplorable. Internet is unusable during peak hours. Cant stream anything, webpages take 30 seconds to load. 20 years on and it's like I'm still using dial-up. The network just cant handle the traffic. But then again this is Australia and it will take another 20 years to catch up to the rest of the world.

Such a scam there are plenty of other decent companies that actually are reasonable and actually work. Do yourself a favour and choose another place. PLEASE! It is overpriced, the wifi speeds are not very desirable, and it charges you extra for things you haven t used at all.

Good tech support and reasonable prices. What more can you ask for

Staff are very friendly and helpful.
Nothing was to much trouble.
We were also happy with the internet speed.

I was very happy with the service I received in setting up my new modem

I have been with iiNet for 8 years and couldn't fault the service. Sadly they're slow to offer modern plans and I've left now to take advantage of Aussie Broadbands new 1000/50 NBN fttp plan. I hope I don't regret the move. Cheers.

I have had iiNet as my provider for 11 years. Whenever I have had a problem iiNet has quickly and efficiently corrected it. I have always found them extremely polite and most helpful.

I had been experiencing difficulties with my internet service and the wonderful people at iiNet patiently and thoughtfully worked through the problem. They explained how to get the most out of my internet service and offered tips for future troubleshooting. I'm a satisfied customer.

I have been a "very" long time customer of iiNet reason being that I don't feel as though I am treated like a number. Recently my circumstances had changed and when I explained this to iiNet they were very helpful and understanding and helped me through things by not cutting or limiting my services.
For me that was a great help and it felt comforting I was talking to people who treated me like a person. Thank you iiNet I appreciate the service and all the help, John.

Got ADSL as well as home phone. Didn't really ned the home phone but it was a good deal so what the hey.. deeply regret it now.. Didn't even consider hooking up a home phone was opening the door for spam marketing and malicious phone calls, as well as resulting in having our home address published online in white pages.. oh you didn't read the small print saying that's what would happen? Well too bad sucker.. now we have to get our number changed and a silent listing as well but that all takes time and must move at the pace of a glacier, meanwhile we get random calls which hang up when we pick up, rude telemarketers and all around annoying, malicious calls.. Oh and let's not forget that every facet of the phone service you used to take for granted as being part of the service is now itemised for a fee, such as silent number listing ($2.93 for the priviledge) and caller ID, yes they charge you for that too.. Why not just ask me to bend over and give you my wallet at the same time at sign up? Used to like IInet, no more. I have come to the conclusion that all telcos suck and we the public have no consumer protections. The telcos are allowed to screw us and there is nothing we can do. Remember it when you vote and I would seriously advise against taking a landline phone with these phonies.

Compared plans with other networks and was very surprised to find out we do not have to worry about NBN with iiNet. Being seniors, it is nice to know iiNet looks after their customers. I would recommend them to everyone. We will continue with them knowing that we will have no stress with the internet or contacting anyone with an enquiry, as their customer service is super efficient.

Been waiting since 16 October for iinet/westnet to contact me and fix my email. sent 3 messages still havent heard.. tearing what hair I have left out here.. so frustrated.. NO STARS FROM ME

The 5 star review is for one particular customer service agent, who has taken over my case. This is at the Subiaco office and I will continue to use iinet as long as they have an office I can walk into like this. By the way I can't speak highly enough of James, for taking ownership of the situation and doing his best to resolve things....

Quite good and fast customer support through various communication channels including phone, email and Text.

I have been a loyal customer of Iinet for 8 years, we moved to nbn and was assured that all would be seamless and it has been a nightmare. As a small business owner our landline has been out of operation for nearly 2 weeks and I cannot get any answers. The customer service has been appalling.

Ever since connecting to NBN Satellite I have used iiNet as the internet provider. With NBN Satellite the connection is a bit up & down and sometimes questionable. The NBN people are not a great help in solving problems or even replying to the questions I have added to their regular expected customer feedback.
Despite that, the speed & ping problems I experience, have nothing to do with iiNet directly. After calling iiNet tech help I am totally pleased with their ongoing technical help, research & possibly solving the issues.
For your information... To my surprise the waiting time when calling iiNet's technical help is outstandingly short... so far only 2-3 minutes or less. In addition to their very professional help & advise they also call you back, at a specified time, to finalize the reported problems.
If you are looking for an internet provider don't hesitate to contact iiNet. Based on my personal experience, I totally recommend you to use them.

If I have any concerns or problems the team are ready to help & usually have it sorted that day they have never let me down

I ve been with iiNet for over 3 years now and have always received great service and support.
If there have been issues with connection or speed or billing they are straight onto it and you talk to a person here in Australia to fix it.
I ve used FTTB and ADSL2 with no trouble.
Happy to recommend iiNet.

Worst service ever. They also have no support line staff. Going back to Telstra!

Clear communication and contractor control are 2 areas that iiNet need to sort out. And perhaps not debit money for an invoice that is still under investigation with the Telecommunications Industry Ombudsman.

When I rang iiNet technical support to help me solve an internet access problem with a new NBN service, he asked what modem did I use for the connection. When I told him that I used an old iiNet modem,
he immediately knew what went wrong and asked me to reboot the modem back to factory settings. After rebooting, I was very pleased to note that connection to the internet was established. What impressed me was that he knew exactly what questions to ask and once were told the answer, he was able to give the solution immediately. My problem was solved literally within three minutes of the call!! Dr Tam

I have been using iiNet since I moved to Australia 2015. Excellent service and support. I did receive great support from them when I was moving house , received excellent support from them to setup the connection in the new house

iiNet are always there on the end of the phone to help with anything anytime!! They helped me sort out a billing problem and are being very helpful with a financial hardship I am going through at the moment. I would recommend them over any other provider as the internet speed is fantastic especially where I live ; the signal always drops out all the time but we haven't had that problem with them at all... just fab thanks guys

If you plan on dealing with these people for VoiP don't bother they don't have a clue.

Every time I have had a problem, which is rare, there is always someone friendly there to solve it, anytime day or night.

We've been with iinet for over 10 years. They've been with us through new PC's, mobiles and laptops, and helped us connect to the NBN. Their rates are great and their service is exceptional. There is always a technician available who can patiently talk me through setting up new equipment or solving any issue, and I am always confident that if I do need to call iinet that call will be answered quickly, and my problem will be solved first go. Every iinet technician I have dealt with over the years has been friendly and knowledgeable. Any time our friends or family are discussing phone or broadband problems they are having with other providers, we say, 'Just change to iinet.'

I have nothing to say except it's what you want seemless efficient modern.... get with it Australian telcos

I've been a customer since the dial up days and have always received great service. From technical support through to changing plans, my calls have been handled by friendly staff who know their products. They actually point out ways to save money on the plans you may have.

I ve been with IiNet for years. Great support staff that are patient , cheerful and very helpful! Great for old blokes like me!
In fact the service is so good, I wouldn t consider going to any other provider!

The NBN is super slow since I report the issue, still slow, my money is going to the drain, nothing fix

please refund my money asap iinet have charged me two times $145.98 for nothing as my plan is $79.99 which i have been already paid please refund my money asap...check my email on your inbox i have sent at billing@iinet.com.au so many times i havent got any reply i have shows my bank statement too but nothing response please check my email and see my bank statement where you see money deduction please refund my money asap please please

If I could give more than five stars to iinet I would. Excellent customer service. I have been with iinet for over 18 years. If you need help they are just phone call away and the technical staff are always courteous. I can highly recommend iinet as your internet provider. Great work iinet.

As an iiNet customer for over 7 years I can honestly say this was once a great company, now with the TPG takeover, one of the worst companies I have EVER had to deal with.

The call centre is a sham, based overseas and every person I spoke to there promised something (like a call back) that was never fulfilled. This was after hours upon hours of waiting in their phone queues.

Honestly don't bother, you're only going to get yourself an internet connection that doesn't work and a bunch of dishonest sales reps & technicans.

iiNet support team always helpful and quick to solve any issues

Moved to rental after 8years with iinet to get my New service with them i had to give proof of occupancy then stat dec two weeks later no internet can't pay bills etc and try to get nbn every one wants a email address thanks a lot iinet for nothing

I have been with iiNet for 11 years and I have been very happy with their service and assistance in particular when establishing the NBN. The staff in Cape Town are very friendly and always do their best.

I have been with iinet for 14 years 11 months. Three weeks ago my phone not working. I have spent many many waiting hours for call back you dont speak to anyone just have to Ieave your number and they ring back. Last Saturday l stayed my mobile for 6 hours. They went the same trouble shooting as already done many times. Still no working phone. I would advise anyone to keep away from them.

Since they have OS call centers this company has hit rock bottom, and have ripped me off after 15 yrs with them I going elsewhere

We had an outage on our NBN. So we called to see whether it was just me. No, it was statewide because the recorded message stated it. Ok, we go back to DVD's, no great problem. Next morning, still no NBN but no recorded message either.
So time to call Tech Support and inside 10 minutes we are firing! First, I was advised it would be 6 minutes until someone can help or would I like a callback? You bet! And spot on 6 min we got the call. A couple of questions and switch this off and turn back on, suddenly NBN was pouring in! And our connection was tested and boosted.
With Iinet, I do not need a normal phone line which means that I am not paying line rental unnecessarily, but I still have a home phone via VOIP which allows me to talk anyone in Oz!
Iinet provides an excellent service in terms of delivery and technical support and that is what I like.

I've had iiNet as my internet service provider for many years. They have the right plans for a decent price. They're an Australian company and I support local. I will soon have my NBN plan with them as well. I believe that they look after their customers better than Optus and Telstra.
Edit, there is no benefit to pre-book NBN over the phone vs the website. Both are same deals.

Would give 0 stars if I could. Simply incompetent support staff who couldn't be bothered investigating what your problem is. Shocking customer support.

I have been using iiNet as my ISP for 11 years. The reason I stay with them is their exceptional customer service. I recently called iiNet because my Internet speeds were well below par. After a few minutes, I was informed that there had been an NBN outage in my area and that NBN has reported that the problem would be fixed that day. I did not expect any further interaction until my Internet speed issue had been resolved.

To my pleasant surprise, later that day, a technical specialist from iiNet called me. He wanted to check that everything was correct at my end and offered to do further troubleshooting. He spent about 3/4 hour with me. Although the problem had not been resolved, he promised that he would call me tomorrow when the problem had been resolved.

The next day, he called me as promised and asked me to conduct a speed test. The problem was indeed fixed and my Internet is now working perfectly, thanks to the efforts of the technical team at iiNet.

If you want support for your Internet connection by a professional ISP, look no further than iiNet!

Highly recommended.

Honestly the worst customer service you can ever experience. we have been with them for 10 years on ADSL 1 and had horrible speeds. called so many times to report slow and never mentioned anything about ADSL 2+ available to us. When we did enquire about it and stressed about having been a 10 year customer, we were told that they cannot offer us any incentives in regards to upgrading to ADSL 2+. unbelievable.
Guys stay away from this company. worst ISP in the world!

I all my dealings with iinet they have been totally professional.Great customer service and backup.What really impressed me was the follow up when I had a problem with Telstra. Would gladly recommend iinet to any one looking for new ISP.

Painfully slow NBN installation? Takes two weeks to set up near the city center? Seems unreasonable.

I had a few problems with iiNet when I was first connected but they were quickly resolved and I haven't had a problem since. iiNet is always willing to help answer questions any time.

great to deal with, staff are fantastic and the service is excellent, product is excellent will definitely be staying with iinet, good old fashioned service can t beat it , thanks to all at iinet

We have been with iiNet for over 5 years and never had a problem. Any issues that we have come across have been resolved immediately.
I strongly recommend iiNet for all internet needs

Its been more than 5 years since I am using iiNet. I am a satisfied customer because of iiNet's consistent and quality services followed by a strong follow-up. I have already and will definitely continue to recommend your services to others in the future. Keep up the good work !!
Best, Mustafa

The best customer service! I've been with iiNet for five years. I've moved from Hobart to Melbourne then two moves in Melbourne; each time iiNet have helped every step of the way. Any issue (including the changeover to NBN) has been resolved quickly, and with knowledge and friendliness. I check regularly for better plans with other providers but haven't found anything better.

I have never been disapointed with the great & friendly service at iiNet.
Great well priced products. Well done.

I am a current customer of iinet and have been for the past few years, any issues with my service has been dealt with in a prompt professional manner . They have been nothing but helpful all the way can strongly recommend.

Needed 2 months to get the internet installed, low speed when I am on NBN, Internet does not work in half of the house, 2 hrs wait to talk to a Customer Service overseas, terrible answers, my account was hacked by another IInet user and they simply said "not our responsibility , cannot do anything"

Excellent customer service. I've been with iiNet since it was Ozemail and I've called for help only three times. I've always been impressed with how quickly my issues are resolved.

I have been very happy with iiNet.
The service to my home was provided quickly but the thing I like the most about iiNet is the technical support. It is a pleasure to talk to technicians that know what they are talking about. The service they have provided has been excellent, so much better than my two previous ISPs.

Very efficient and timely to any problems you may have.
100% on line availability

I thought ..do I risk going with a big name NBN provider? ...I m glad I did. I went with iiNet ..for the last 3 months their service and follow up has exceeded all expectations. Excellent provider.

Atrocious customer service that is overseas so they never know what you're talking about. Tried to change owner of account and they got almost all of the details wrong.

Also, as far as I know they put me on a new 24 month lock-in contract when I moved house which I did not ask for and was not aware of at the time, instead of just moving the address to the new house.

Find a local ISP and support local business. Pricing is all the same for NBN anyway and at least their customer service is actually in Australia!

iiNet provides services products to meet customers essential requirement, are met.
iiNet does not fail to understand their customers this is most probably because they know how to communicate and connect reminders in a friendly manner that does not discriminate or add extra stress level towards customers. They have assisted me to manage my accounts any complaints I have made iiNet address you as a person not as a number. iiNet customer services operators are excellent they listen and go the extra mile for customer they are the backbone of iiNet that's why I choose to stay with iiNet
I HAPPY. iiNet Customer. Mori

Try moving service to another house. Almost shut service down it was such a bother.

Reliable service, and always good tech support whenever something does go wrong.

I can't even bring myself to give you guys 1 star but apparently I have to just to get this posted. Worst customer service I've ever experienced and I'm 100% sure its in your KPI's somewhere to send people crazy and mess with their lives and income. There is no way to contact their head office and you only get to speak with Call Centers overseas who basically have no idea and are unable to put you through to any Manager who can help. I would strongly advise against joining this company. And this has just been to get connected (which still hasn't happened).

I had a great experience with iiNet. The customer experience was fantastic. Unfortunately their pricing plans weren't competitive enough and I had to move. I hope they get that part sorted and I'll happily return.

UPDATE: They also charge a reconnection fee for switching from ASDL to NBN and pretty much every other company doesnt. They also are not willing to match a better deal and service from another ISP. Because of this Im leaving IINET and so should you. Find that better deal and get your moneys worth. If they arent willing to keep a loyal customer and keep competative plans than they dont deserve your business!

Original post, internet service has been solid since connection. Customer service however is pretty poor. In the process of switching over to a NBN plan. Was told someone would contact me within two days to organise a connection appointment. Its been 5 days now and have heard nothing, even emailed but have had no response. Have tried calling twice, call waiting times listed on the site say 1-2 minutes but both times I have called I've been on hold for about 20 minutes and just given up.

iiNet were my first internet provider and I wouldn't switch to any other.
Pricing is great and the service is fantastic.
They guided me through setting up my router etc step by step when i had no idea what I was doing and the staff were very patient with me.
Keep up the great service guys.

Absolutely terrible service - multiple lengthy phone calls (over an hour) with contradictory information from frankly inept staff. Ultimately the issue was not resolved and I went to another service provider. Avoid at all costs - while they previously provided a good service the current operation is a complete shambles.

Been with iinet for years have looked at changing mamy times only to find the cheap rates others advertise are not half as good as iinets service.they have always done the right thing by me so highly recommend them

Have been with iiNet for quite a few years now, and I always get good services and support when needed. They're always pretty mindful of individual circumstances and are very considerate of this when speaking with you also. That's a big plus, as it helps with services and outcomes based upon that. Awesome stuff iiNet. Thank you.

IINET are deceptive LIARS. I was with them for many years and when I switched to a 2 year contract to get NBN, suddenly the complete RUBBISH service I got left me angry every month. Internet cut off for many hours 1 to 3 times a week, with generally slow speeds for what I was paying. They also where part of the NBN scam effecting all Australians that signed up. IINET is corrupt at the top. I would prefer to give zero stars if I could.

IiNet did what other NBN internet providers failed to do, they were able to let us keep our phone number we have had since 1980.
They also have a great customer service attitude and are always willing and able to help with issues or enquiries.

Billing staff rude. Service provider can't provide what the customer needs very expensive compared to other providers.

The WORST internet service provider to ever go with!

I started a migration and needed to make some DNS changes - the DNS system was down. Was told that that department is closed and call back at 8AM. I don't know about any of you guys but DNS is a fundamental part of host and needs 24 hour support which I get from other companies.So Fank you very much iinet throwing me in limbo - I will never recommend iinet for DNS hosting ever.

iiNet has provided my Internet service for over 5 years already. Although I have had some technical problems mostly due to faulty modems, I have received always an excellent customer service and in all cases the problems have been resolved to my satisfaction. Billing has been seamless.
When I was looking for a NBN service provider I compared my experience with iiNet with the reviews on other providers and I decided to remain with iiNet. I trust that any teething issues that I encounter with NBN will be attended to with the same professionalism that I have received till today.
Thank you iiNet for understanding that customers add value to your company hence we deserve quality service.

I find this Company to be very helpful over the past 15 odd years I have been dealing with and supplied by the cable then the Broadband then adsl 2 and now NbN and a very few interruptions in service and when it has been avoided I have alway found them to be most generous and understanding in compensating me accordingly for the delay or any fees I always recommend IInet to my friends and Family

I have been with iinet for over 5 years now and the ADSL service has been terrific. It is now time to take the big leap to NBN. After a fairly thorough investigation of NBN providers ,I have decided to continue my relationship with iinet for the NBN. If based on past history everything should be a breeze.

Have been with iiNet now for about three years, and the team has always been great with me and my boys. The technical support people have the patience of saints and are both forensic and exhaustive in their troubleshooting. If not a technical problem but a hardware one, then they are quick to get the new kit out to you. The sales and products people have been nothing but helpful and happy to canvass all of the available options with you. Once the best deal is identified, the tech people on the road are out like a flash to get you connected and enjoying the digital delights of the modern household. Again, competent, efficient, and unfailingly polite.

I said to the bloke (name withheld) who came out today to hook us up to the very fast service: "Why would anybody who doesn't have fibre to the premises bother with the NBN?" He agreed that he really didn't know. So now we're enjoying 100mbp download and 56mbp upload speeds!

Can't recommend the team highly enough!

Cheers

Bryn

Service and Internet was perfect for the 5 years that I was a customer. Live in a tricky place communication wise, A business 3 doors up the road using an alternative supplier has no end of internet interruptions

iinet has been our internet provider for the past four years. The service has been outstanding during this time. In the rare occasions when a problem has arisen, mainly due to NBN and not iinet, the liason between iinet and NBN has been swift and professional to resolve the problem. Every iinet team member we have spoken to over the years have been superstars! They are extremely friendly, knowledgeable, and very, very patient. In the past we have been with the big players, Telstra, Optus etc. iinet surpasses any other IP in customer service, and the sevices they provide. We can not recommend iinet highly enough.

As a customer of 12 years it's sad to see how the takeover by TPG has destroyed their customer service