iiNet Reviews

There should be 0 star rating too for being the worst in the service. These people are useless and a total waste of time when trying to get the support we need. No one answers the phone. They never ring you back. This is the third time without NBN internet and it's been more than a week again. Why is this company still here? I'm moving to another provider

iinet have a wonderful customer support team, every dealing I have with them is professional, courteous and knowledgeable and they are always polite and helpful.

internet change from telstra...excellent..changing mobile plan to iinet..unbelievably disgusting...sim card activation 3 times over a week and still not connected..6 hours on phone and team swapping...promised call backs not done....we are ready to cancel all and many of my clients thru my business are to change also..support is non existent

Switched from nbn to iiNet's FTTB today, and tripled my average download speed. I was a bit wary because my switch from ADSL to nbn a few years ago was a shocker, but this time was the complete opposite.
From sales call Monday evening to activation Friday morning, they have definitely nailed the provisioning this time around - confirmation texts and emails received while i was still on the phone with sales; modem dispatched next day; modem delivered the day after that; text Thurs arvo confirming appointment and another one at 8am to say "I'll be at your door in 5 minutes".
Speed not as good as expected with max 82 Mbps down and 29 Mbps up, (the sales pitch referred to 82 Mbps as the average speed on NBN100 which iiNet Ultra was supposed to leave for dust) but still way better than my NBN100/40 plan which only reached 40/40 on a good day.

i have been a client of IINET for 6 years
i have always found them to be willing to talk through all of my concerns
i recently was offered NBN
I ACCEPTED
I now feel even more comfortable with this service provider
as they always get it right ,always looking after thier AUSTRALIAN CUSTOMER BASE
WELL DONE
5 GOLD STARS
THANK YOU FOR YOUR TIME MUCH APPRECIATED

NBN dropped after an power outage and didn't come back on. After a phone call to iinet Tech Support it was fixed and working again within 20 minutes

Thank you

After calling iiNet about my log in problem I requested a call back within the hr which they did, Sarah the assistant tried to help with the problem she was very professional and kept me informed with everything she was trying to do, even though she had to put me on hold so she could speak to her supervisor Sarah was very apologetic when she came back on the phone, the problem didn't get fixed straight away but she assured me it would be within the hr, after 10 min Sarah called me back and talked me through the log in procedure and sent me a email for further reference. The service which I received was second to none I would recommend iiNet to anyone who is looking for a great service and a good deal.
Satisfied customer.

After over and a month and paying $558 I still haven t received my modem. Have had to call 3 times now to yet again ask them the send my modem out for me to begin using the service that I ve paid for.

anytime i have technical difficulty's iiNet are there to help with there friendly customer representatives on hand, willing to take the time to make sure that i am helped with my issues

Always received fantastic customer service and minimal issues!

Great experience with iinet love all my product from iinet.
Great costumer service got all my issues solved the same day thank you so much.

I only gave iiNet 1 star because you have to give at least 1. Please google search this company and read the reviews. This company does not care about their customers and once they have you locked into a contract, they are cowboys who will take your money and consume your life waiting on hold, sending emails and talking to customer service people who don't understand what you are talking about, while giving low grade internet service that cuts out constantly and is exceptionally slow and nil customer service.They cannot guarantee a fault-free service due to a vast number of factors that can impact a broadband service and I would be happy if it happened every so often but when it is constant, that to me is not a service, that to me is donating my hard earned money to a company because I'm locked into a contract or I will have to pay termination fees. If I knew 15 months ago what I know now, I wouldn't go near them. This company is causing me major anxiety issues and will only respond to my emails if I involve the TIO. Sign up at your own risk, weigh up how many happy reviews there are to how many unhappy reviews there are, look to see what the common complaints are and decide for yourself if this is the path you want to take. The evidence is there if you look for it.

Iinet sold me a broadband service that they can't provide as it turns out the infrastructure for broadband doesn't exist at my house. They are now trying to charge me for the "service" that they've never provided. Upon my refusal to pay they are now threatening me with a debt collector! Trying to take money from someone without providing a service is stealing in my view.

I've been a customer of iiNet for 8 years, I think that says it all!
Great products, great service and great a experience on the rare occasion that I do have an 'issue'. No I don't work for them or their affiliates, I'm genuinely a Happy Customer!

With only one exception, I have had great continuous NBN internet for the past two years. During my internet failure, I was up and running again within the hour, thanks to the knowledgeable technicians.
I have only two negative comments.
1. Wait times for phone assistance has always been longer than 30 minutes.
2. I have had 3 Fetch mini boxes and they all suffer intermittent failures on playback. The replay will freeze without warning and you will lose your recording because the box needs to be restarted.
Other than the above issues, I am happy with the reliable NBN that I enjoy.

I called the support around 8:30pm Sydney time and got town support person without a wait, they where very helpful and friendly.

Well done IInet, hopefully we can see more of these type of services from you

There is near to no wait time when call up for assistance and your query gets dealt with promptly. They are very responsive and listen to your needs. I enjoy beIng a customer of iiNet.

Been with Iinet for 11 years, always so helpful no matter what the problem.

I recently moved house and then upgraded to the NBN. The NBN is brilliant, but we had a few issues with our bill. I rang iiNet Billing and all the issues were sorted out immediately. The billing representative was very knowledgeable about all of the iiNet processes and easily worked through each of the issues. She was polite and patient with me throughout the phone call. I have been an IInet customer since they took over AAPT and have always found the support to be efficient, helpful and polite.

Have been with them for over 2 years, and have had lightning speeds. HAVE reached nearly 400kbps although i have to admit i rarely reach those heady heights. Yes that is correct....

Been with iiNet for 3 year's and never had a problem great service

While I was pleased with the attitude of the telephone assistance I received in attempting to connect to the NBN, the lack of clarity in the email advice I received about my landline meant I had to pay for a professional technician to assist in setting up my services. I still think iiNet has the best customer service.

Great company to deal with Ihighly recommend using them.

I found them to be very customer friendly and a pleasure to deal with

they just STOLE $252 from my account instead of the usual $60, and then SUSPENDED my account for "non payment of bill" !??!! Now I cant even call customer service it just says my account is suspended and hangs up! ALL week I have been emailing and calling them and just getting the run a round!!! NEVER GET IINTET!!!!!!!!

Efficient , clear and friendly communication. Very happy with the service.

Shocking, switched from naked DSL to the NBN on the 12/01/17 and not had a service since ( 43 days and counting), call center staff are rude and never phone back, nobody takes responsibility to fix the problem, I would have given them negative star's if i could have, No 1 in customer service, what a joke that is !!!!!

The worst telecommunications company! Constant misleading sale pitches! Slow internet which we are told we will be reimbursed on! Never happens! Have been charged double on invoices! With refunds still waited on, while being lied to about the invoices, told that no that s just a receipt bank statement and next invoice, shows clearly the opposite! Avoid like the plague! FYI! Fetch doesn t record! Unless you pay a massive extra fee of $150! Oh and also paid a month of fetch without receiving activation code. Hate is a strong word and I use it here passionately...avoid!

Great service and staff very helpful, professional and genuinely friendly. I definitely recommend it to everyone!

good internet.supplier. very helpful with the issue. 10/10

I have used iinet for the past 18 months and are extremely happy with all their services. Customer service is fantastic.

Awesome building and the office is in a great location convenient close to train station in subiaco and close to all restaurant and cafes as well as facilities such as post office and theatre. Parking is underground. No parking outside the building except for the one in front where the village bar is located.

Worst customer service. Made a request 1 month earlier and they still were not able to provide it on time. They will not accomodate your request whatsoever and want you to pay extra for the service they can not provide. Ridiculous. I will stop using their services after my contract is over and actively discourage my friends and family from using any of their services. El fin.

I would give 0 if there would have been that rating. I do not understand why there is such a challenge when relocating house with iiNet.

Been with them for 10 years and when current contract ends never again. Moved house 3 months ago and are still having problems. Gone from no Internet to major bill problems now (getting charged for two services but not the one we should be charged for ). Staff incompetent, supervisors never call you back, spend hours and hours on the phone just for the same things to happen again and be back to square one..... and they pride themselves on customer service pfft. Just pray you never get a problem with them!!!!!

I was not happy with my previous provider but I was fortunate enough to have a friend who worked in an electronics store who recommended iinet. I changed over to iinet and I have never looked back. I started with just the standard internet service and have recently changed to the iinet Ultra broadband cable service which is just amazing. I am getting fantastic download speeds of between 270 mbps and 320 mbps, their plans are fantastic and their service is even better. If you have any problem whatsoever their technicians go out of their way to help. I am ever so glad I made the change.

I moved into strata unit, nbn supplied with rental agreement thru iinet. Spent 6months trying to resolve dropout issues via tech support. Everytime I called had to cover the same ground with a new operator. Was calling 2-8 times every week. Tried via email and every operater stopped responding, 5 of them. Landlord switched to TPG (yes I know same company) still having dropouts, 1 email and less than a week later and fixed. iinet are
rubbish.

customer of 10 years customer service is worse now that even Telstra's was 25 years ago in regional Victoria ie completely non existent and arrogant south African call centre during day has zero knowledge and don't give a F#$@ bout Any the customers at all (now just overcharging customers with basically zero accountability at all) Current 2019 TV advert for iiNet is 100% bullshit as far as being Best customer service) Treating Australian customers like absolute crap!

Cut off my ADSL and switched on NBN. Still waiting 3 weeks later for the modem to be sent so I can get the internet back on. Spent arond 15 hours on the phone and still they aren't able to deliver a modem!!! Serious problems with their organisation.

I have been an iinet customer for over 20 years and have always received good service. That really speaks for itself.

iinet are the reason why the consumer protection act exists.

Careful with iinet, they engage in misleadiing and deceptive conduct.

They offered me a new modem for $0 which I initially rejected but accepted after they stuffed up a service booking with the NBN.

They now want to charge me $89 for not returning the modem I bought outright, despite not making this a condition of sending out a $0 new modem.

Up until recently the service was good but sadly no longer the case.

Its been almost 6 years that i am with iinet. I believe whoever is with them they are having a flawless, incomparable service. Wish you all best ahead and keep it up .

iiNet have proved themselves very helpful when it comes to technical issues. It's been a level of service that is quite a rare experience, so I heartily endorse the help they have given me over almost the past year.

I had the need to contact IiNet regarding a problem I had which was difficult for me to solve. The service I received from Hashim was exceptional. He went above and beyond to help me. So patient, courteous and pleasant. Nothing was too much trouble in his effort to be of service. Someone who really cared to be of help. I can't speak more highly of him. He solved my problems. Honestly he made me and my husband's day. So thank you iiNet for the staff you employ and especially Hashim.
Maria and William
.

Great customer service, very helpful and willingness to make sure all my questions were satisfactorily answered. Ive been with iiNet for 2 years now, and certainly would not change a thing.

Consistent wait times of over an hour just to speak to incompetent and often rude tech support. iiNet is the worst.

When I wanted to get NBN installed I phoned my current provider Optus and they didnt get back to me. So I called iiNet and they instantly gave me all the information I needed and organised the installation. At all times i had plenty of communication and later when I had queries they were answered on the phone very promptly. So far I find iiNet excellent

I have tried to call you guys to cancel my line because you refuse to take my call to iinet on your main line.

Initially, I was trying to get hold of you guys to expand my internet and voip service to my new office. This is new business to you guys, but you just didn't bother returning my call.

You promised to return my calls for the last five months, but not a return call was made. When I asked to cancel my NBN because of non-response, you refused to do so without allowing me to keep my port number. When I asked for my most recent bill, you cut my call off.

Please return my call. You can find me through your system.

I'm used to hassle with internet providers but I have to say that I had no issues with iinet. A couple of times I called up for problems which turned out to be something my end caused but they were still great at helping.

Very responsible costumer service. They always follow up your problems till it get solved. My modem stopped working for no reasons, and they sent me a new one for free!
I m living in an area with lots of construction projects going on atm, and every time something affected my NBN internet, they checked it with the NBN company and myself accordingly to solve it completely. I never had any unsolved problems with this company.

I m very happy with iinet and strongly recommend it to everyone!

Ziyaad was very helpful and helped solve my problem

For more then 10 years of being a customer. IiNet is good with customer support and service for the most part IiNet has good reliable product's haven't had any big problems with services only had two breakdowns in access to the internet in this time frame cheaper than most companies out there I'd recommend IiNet to to anyone

Despite my internet issue not being an easy fix the technician who took my call persisted until he found a solution. Very happy with the service

I have been an iinet customer for many years no and always found them to be great in looking after loyal customers with advising of upgrades and new features, something other companies only tend to offer new customers. I recently had to contact iinet over a billing issue, the operator (Bryn) was great. He was able to identify the issue immediately and resolve whilst I was on the phone.

Been a loyal customer for 6.5 years, have moved twice at a cost of $265 each time, paid it, didn't complain. I literally refereed two customers directly their way, whom got a 50% discount for 12 months whilst I continued to pay the full fee. Upon moving again I was INCORRECTLY offered zero cost to reconnect at the new premises and a substantial discount for the first 12 months. Upon iinet realizing their mistake they text ME so then I have to call them, several times, on hold for up to a hour in total, to be told that I will be slugged a $300 re-connection fee and no discount ongoing. Not good enough iinet. I am always polite to people on the phone and I coherently explained this to no avail. I never ask for much, I always pay my bills, on time, in full, and I thought that any telco would like to have more customers like me. Well you will not have me as a customer furthermore, neither will anyone else I can voice my opinion too. Thanks for nothing.

Every time I call up tech support I seem to get a middle aged women based in in a call center in South Africa who knows nothing about computers. They have no knowledge of any router other than their own branded one, and good luck getting them to help you troubleshoot any issues. You will just get the response I m sorry, I am not familiar with that router . I spent days on google trying to get one of the most popular routers to work with iinet.

Previous issues - kept charging me the same amount for my monthly plan even when their prices had gone down. I was no longer on a contract, and was paying $20 a month more than I need to for about 6 months until I realized what was happening. They didn t offer any refunds.

Customer support keeps telling me that 40Mbps line speed is a good. Why am Paying $100/month for 100Mbps then!?! They should have advised me to downgrade my plan if that was the maximum line speed I can get, but said nothing.

I ve been a customer for 10 years but am now switching to Aussie Broadband.

I requested internet and they promised everything ,to sign me up and after that nothing was as they promised , I never got internet connection and they refused to send someone to solve the problem
but bill was sent to me twice of agreed price before I even start using the service and I spent totall of 5:3 hours on the phone , their staffs were so rude and irresponsible and today I h Been charged for they said set up fee which no one has mentioned it before so that means for nothing bofter .so I canceled the service and my deal was no contract and no cancellation fee, will never recommend IINET

This business has terrible off shore customer service and severe lack of integrity. I've never felt so disrespected as a paying customer.

Staff at iiNet are always able to quickly solve my problems (not that there are many) in a language that I can understand.

iiNet has always shown the best customer service. This is important to me. They stay with you until a problem is fixed. I am 70 years old, have had a lot of Companies to deal with, iiNet is by far the best, I have even worked for Telstra. iiNet must treat their staff well to achieve their excellant service.

I can't thank iinet enough. Nothing was too mch trouble or too hard for them to do when I first signed up. More than once they came to my home to sort out connection problems. Every time I used one of their technical help call centers the help was always first class and always solved the problem with the utmost courtesy and skill. I recommend IInet most highly as an internet provider first class. Thank you IInet and may you go from strength to strength.

The WORST internet provider I ve ever dealt with!!

I rang up while on the move to a new state, and wanted the internet hooked up prior to my arrival, as my phone plan doesn t cover much data.

On the phone to the sales person, I told them I d be using a 3rd party modem i d previously purchased. He told me that would be fine. When trying to connect the service to my modem, turns out the modem isn t compatible with IINET. So I tell them I ll disconnect and go with another provider, to be told I ll be charged $60 for disconnection. I didn t even use the service and the mistake was made by the sales person and not myself. Why am I charged for his mistake??

Next problem, is my new Internet provider can t connect to the line because IINET won t release the phone line. I m calling everyday and being told everyday that it will be done that day. But a week later, still not disconnected.

I m already up to $300 in data on my phone plan and still told I ll be charged $60 for my disconnection whenever they decide to get around to doing it. In such a troubling economic time it s quite saddening to see companies doing this to people who are struggling.

I ve never dealt with such poor customer service in my life.

*edit*
Thanks Leo for replying. I ve sent you an email. So if the IINET employee made the mistake, I m confused as to why I m being charged the $60. IINET must be the only company possibly in the world that charges people for their employees mistakes. Rest assured, I will not be paying that $60 fee. I ll be certainly talking with the ombudsman regarding this.

Think I've only ever had issues with iiNet broadband services, intermittent connectivity, slow when it is working. Barely able to service a house of 3... wouldn't recommend if you actually use the internet.

They are the totally useless internet provider suffer with them more than a month they just keep saying 24 to 48 hours and without connecting services they charge my account as they set up direct debit so don`t do that with iinet , now I am suffering to refund my money they are enough to frustrate you if you want headache be safe stay away

I had an unexpected tech problem. Reported it to iiNet and received excellent help quickly and effectively. Spoke to Ramir, who patiently guided me through to sort it out.

One particular guy (Qadeer) who always helps me out if I run into any problems. Managed to get my ping from 25 down to 7, gaming's become a breeze. Just waiting on that NBN now.

One phone call and friendliness , politeness and efficiency solved all my problems,no matter how long it took. Highly recommend this company and its most helpful staff. Plus the price is right too.

I always had a polite , helpful person to call me back, when needed

iiNet is a great company to deal with. Their response for help is excellent.

I've been with about 5 different internet providers and until I found iinet I was trying to find the right one. Since I chose them almost 10 years ago I have had nothing but a reliable service backed with the friendliest customer service. I recommend them with the highest regard. Thanks Iinet team, keep up the great work!

Customer service is absolutely appalling. Only giving 1 star because I cannot give zero.
Have been without internet for over a week now, initial call lasted over an hour with the assistant saying a technician would be in touch....waited 2 days no call. Called help line and went through the same long call apparently they had rejected the fault? Thanks for letting us know!
Third call and they have come to the conclusion a new modem is required, 4 working days for delivery, low an behold just received delivery notice will get in the next 4- 10 days
So all up could be 2 plus weeks without internet. What a great job iiNet. I have been a customer for over 10 years and I remember when you had good customer care, not any more.
I will be changing carriers as soon as I can fed up with useless service

Alan McIntosh
Mount Hawthorn

Consistently dreadful customer service for years. Switch to Pentanet instead, they're a better company.

Awesome service easy to deal with.

Super fast

In my experience, unlike other "big name" companies, iiNet customer service literally care about me and have actually gone out of their way to help whenever I have had an issue. 5 stars does not do it justice

Always helpful and friendly and responsive to my requirements

Worst ever ever experience. Guys I strongly recommend go with Telstra or any other company but Iinet. They are the worst ever I have come across. I have had to get telecommunications ombudsman involved so many times. I really wish I had gone with telstra. They (Iinet) lull you in with low prices but be aware the headaches you have dealing with them can be a nightmare. Plus their support is really really crap you get put on hold for an hour or two. I wouldnt even give them a one star. Do your homework but please trust me I have enough experience now to tell you don''t go with Iinet no matter how cheap they may be..its just not worth it!

Called with an enquiry about Business NBN plans. My call was answered quickly. And my questions were answered.

Updated my direct debit/credit payment details. Led through process effortlessly. Most satisfactory result.

i'm very Happy since i switched to IINet from telstra and quite Happy with the service

Good provider. Super fast internet on NBN, had a few teething issues but staff are knowledgeable and helpful. Hold times are a bit long when I had issues but they fixed it quickly. Overall I'm happy with the service :)

Iinet's customer support is very good & knowledgeable, also the connection speed has been good on an NBN plan.

iiNet are a great company to work with. They're customer service representative are responsive, respectful, with generous natures and they 'get' my jokes. iiNet has the best value for money. They're the best in the business.

IT'S IMPORTANT TO KNOW - That iiNet is no longer iiNet.. it hasnt been iiNet for years.. The real iiNet was bought out buy TPG who were a terrible budget internet service provider who made all their money by suckering in people with their cheap prices... prices that were cheap because their service was dog sh**. Which they have now moved all iiNet customers to. sh** service and sh** internet quality... it took a total of 10 minutes to load this page just so i could write a review which i was intent on waiting because these guys are so bad.. and no doubt when i ring these guys they will try and blame it on something at my end... Please whoever reads this do not give this company a cent of your money.. they don't deserve anything, they are taking your money at a profit for a next to 0 quality service.

We have been with iinet for a number of years and have always found them very helpful and good value.

Paying to have no internet connection for over a week and a half now, no one in the company can tell us why it s not working or when it will be fixed. We leave near CBD. I ve called around 6 times now, each Occassion having to speak to someone different and reexplain the issue yet still have no resolution or updates. Incredibly frustrating and lazy company to deal with.

I have been with them for well over a year now on NBN Super Speed, unlimited account. I believe I've only had to make 4 phone calls to them for support. (Twice because of new router configs).

My connection does not drop below the rated speed at any given time of day.

I Highly recommend them. (I have been in the IT industry for over 20 years).

I love iinet I will never be going with anyone else they always there to help no matter the time of day or nite

good and reliable network ive had no trouble for 3 nearly 4 years now ......Great

Ive been with iiNet for several months now.. at first with the Internet setup it was a bit of a hassle, but now that it's all fixed I've had no problems and nothing but great service from their team.

I would HIGHLY recommend iiNet to anyone I come across looking for a provider of your caliber.. keep up the good work and good service.. 11/10