iiNet Reviews

We have been with iiNet for a number of years and have always been happy with the overall product, but especially with the service.
Recently we had cause to question iiNet if we were on the best deal possible for our monthly fee. This resulted in a review, by us, and following discussion with an iiNet representative, we doubled our speed for $5.00 less per month.
We are very satisfied with the outcome.

Disgusted at the service provided by iinet. Absolutely no good will for a longstanding customer. Have spent a ridiculous amount of time on the phone to them and they refuse to acknowledge that they made an error and credit me charges incurred as a result of their error.

I must admit that I was a bit apprehensive about swapping from ADSL2 to the NBN. This was because of the various horror stories told by people who had found this to be a far from smooth path.
My fears were groundless.
iiNet made it all work as it should, and now I have sorted out some initial phone problems, all is well.
I'm happy...

I have been with iiNet for over 12 years. Sure there are cheaper but in my experience through business no better. Their customer service is excellent. They are always extremely helpful, always sort my issues, and follow up. For a 66 year techno Neanderthal they are essential to being able to stay on line. I have no hesitation in recommending iiNet.

Andrew Kings

I have been using iiNet for the last 4 years and have never had any issues with their service.

Friendly, fast, efficient and economical and reliable.I could not ask for more.I recommend IiNet absolutely.

I love iiNet very helpful and always there for Tech support

Have been with iinet for many years, always excellent customer service and those few times with tech support have always been fixed on first call. No fuss no long waiting times. Luv luv luv iinet.

Worst customer service in my life
We signed up with iinet for NBN at a new house. My 92 year old grandmother lives at the house and needs a landline/VOIP phone as she has no mobile an no other means of communication. We were told by iinet that the VOIP phone connection would be active 2 days after the modem was connected. That was 23rd March. The phone still does not work (now 8 April). We call iinet 1-2 times every day and often spend 3 hours a day on hold. When we speak to someone, they either dont know what the problem is, eg "it's broken", "we have escalated it" or they simply hang up on us. We are no further on with resolving the problem than we were 2.5 weeks ago. We have been in tears as my grandmother needs to be able to use the phone. We are so disgusted with the terrible service from iinet I wouldn't use them again in a million years and our whole family will eventually switch to other providers due to the distress they have caused.

Never had a problem with iinet, good customer service and plans that suit my needs as time went on. Easy billing and account online management. Have been very satisfied with iinet.

Excellent technical support. IINET staff helped me patiently navigating through the speed issue. I should have approached the technical support long ago. The internet speed issue has been fixed. There is still some issue with WIFI coverage in the house but I understand this is outside IINET control.

Worst customer service I have ever received. They take the money for the pre paid first month of service out of my account, yet fail to tell me they cannot deliver the service I have paid for, then leave me on hold for nearly an hour when I ask to cancel my service, I'll give Telstra my money instead.

Iinet/Westnet have been great for the ten years plus we have been using their services.

Connecting to the NBN was a breeze their technician was very helpful and courtesy and was setup very quickly for both Broadband and phone great work I'm very happy.

First Class Customer Service always and by far Best Internet Connection I have used. iiNet made our moving extremely easy by the time we reached the new house internet was on I highly recommend would give 10 stars if it was possible.

I've been with iinet for years now and cannot fault their service. Always willing to go above and beyond with any technical issues I've had and very reliable service.

I recently had a very efficient, pleasant experience with an iinet support person. He was extremely patient and understanding of my lack of knowledge and led me through the process with humour and ease. He also rang back exactly at the time he said he would to check all was working well.

A good experience with a very patient support person. Thank you.

After hours technical assistance is always prompt, professional and friendly

Overall decent experience, was slow for a while but tech team helped me get a better speed. No hassle and overall I'm happy.

Best service provider, I am with team last 7 years.

We have been with iinet for 6 years and we are completely satisfied with our experience, their service, tech support and 24/7 help line service. The service provided by iinet has always been to a standard that meet our internet requirements. I regularly check the competition to see whether there is a better provider, but we have not needed to change over 6. Very satisfied customers.

Been with iiNet for over 4.5 years... moving interstate and they have handled everything smoothly, even switching me from nbn to adsl due to nbn not ready at my new place.
Highly recommend to anyone who wants reliable internet with great customer service!

Worst customer service I ever received. I don't understand why these people still have jobs!! They couldn't even supply our internet and treated us terribly when we wanted to cancel. We never had any of our problems followed up. Don't use iinet!!!

One of the worst internet service providers Perth has to offer. We are constantly having issues ranging from slow internet speeds, below 0.05mbs, to no connection at all. Their customer service is nonexistent.

I've always had a positive experience with the iinet technical support team. They are patient, efficient and have excellent phone manner. Keep up the good work.

Very poor company continues to take money after trying to stop the very low grade worse than 2 g service. Actual joke they put you through to a department then back to the other one again and again .terrible abosolutely terrible i give there over all score 0.21 out of ten . Internet speed 1 . Phone serve 0. Email sevice 0. Price 0 . Value 0.1 . Proffesional response 0..

very polite, informative and patient, even when things didn't go smoothly.

I just have to say that throughout the 7+ years that I have been with iinet that almost without fail the Consultants I have spoken with truly understand and provide truly great Customer Service. I have found them helpful, courteous, generous with their time in processing my calls and go an extra mile to provide every assistance possible.
I have confidence that when I call iinet that whatever my issue is will be addressed, investigated and satisfactorily resolved very often at the first point of contact. I cannot praise these employees (or the Company) highly enough!

I found iiNet very helpful from my first call to set up. They kept me well informed by email and sms and very prompt with deliveries.

Customer service is useless. Your better of calling the support team because at least they show some interest. Been without internet for 20 days now and still they want to go through their protocols. No logic

I get very confused with technology and terminology and iiNet are always patient with me and extremely helpful

I have been with iiNet for 3 years and never had one issue and at this time I will not change services. Every time I call customer service I always have a positive experience and they are always very helpful. I recommend iiNet to everyone I speak to.

Was quite happy with IiNet even though the only service available in my area was ADSL the service was quite good for browsing,but not for streaming as ADSL has not got the speed, however no outages were experienced.

Internet is incredibly slow, virtually non-existent at times.

One of the best internet service providers. Always helpful and friendly service with prompt response highly recommend iiNet!

It's been 3 months with iinet. I am 100% satisfied with the service. No issue at all. I used to be with 3 different internet providers previously. iinet deserves to be one of the best quality internet porviders in Australia. I like the customer service too as the staff are patient and very kind. :)
Keep it up!!!

I, sadly, almost succumbed to a scam.... I rang iinet as soon as my brother told to abort the 'scam call' & they answered my call promptly, checked my internet & reassured me I had stopped before 'they' gained access to my computer. I have, as a precaution, contacted my bank & also my computer store so they could scan my laptop for any buried nasties. Thank you iinet. I have been a customer for over 12 years & I am happy with that.

We have been with Iinet for 7 years. Whenever I have needed support, they have been available, helpful and always courteous. That is important to me.

iinet is definatly the best internet provider on the market.havnt had no problems and have spoken to great people in there call centre id recommend iinet to all KEEP UP THE GOOD WORK GUYS

i am getting a lot of Internet drop outs when its working its quite good

If you are considering signing up with iiNet be prepared to be frustrated with their service if anything doesn't go to plan. My daughter can't get her internet working, has made 5 phone calls as well as called in to the store over the past 2 weeks and it is still not sorted. Nobody can figure out the problem so it goes into the too hard basket and they refuse to send out a technician. Terrible service. Just about ready to cut our losses and go with another provider.

An excellent ISP, with prompt and friendly customer service.

I've been with iiNet for over 15 years and except for the few times when the internet service has been down (which happens with all providers) I've never had any major issues until recently.

My internet service was down for over month and even though the problem, as usual, was at the exchange, they refused to credit back the month they weren't providing me with a service due to not reporting the problem sooner. The only reason I didn't report the problem any sooner, was because my setup automatically fails over to 4G if the NBN is down.

I have been with iiNet for 2 years now and I have only ever had a positive experience with them. They are very helpful when you require any assistance and I find that any matters are resolved very quickly. I have not had any issues with the internet. I have found them to be quite affordable and no extra charges are charged if you go over your data allowance for the month. Overall, I am very happy with this internet company.

I joined iiNet VDSL 2 Ultra Broadband in Canberra over 2 years ago after having been a long term customer of Optus in Sydney. The cost of the VDSL service is very competative and the normal downliad speed with their TG-789 Broadband Gateway is such that O can avoid the increased cost of NBN. For me, customer service when its needed is really important. 5 stars.

I have been a customer of iinet for a few good years now, by choice & not because i have to, since they offer a no contract account, which was a main reason for me initially choosing iinet.
And during this time we have had a great relationship.
Accounts/billing employees have been great & have bent over backwards for me, on many occasions, when iv needed extensions on my payments and i can not speak highly enough of their tech support staff.
As over the years & considering that i am totally IT illiterate, they have been so patient with me, as hard as mustav been for them all, but they have always committed themselves to assisting me 110% no matter how frustrating i have been for them - & have never hung up on me once, yet, sticking it out to rectify whatever problem i have caused.
And i must say , the little things do go along way, as the birthday emails that they send me (& xmas/new year ones aswell) are absolutely gold
and just go to show that me, as a customer of theirs, am seen as important, as well as putting a massive smile on my face while i watch them.
iinet has been just good all round because, i am a single mother of 3 older kids and am now raising a 7 & 8 year old, so i am not financial by any means and as all my kids are flat out on the internet 24/7 & i run so many devices, especially 2 xboxes so no interupted game streaming is a must, if not kids will go crazy, and theyve been happy
so if their happy , im happy
And as i will admit i am a tad bit lazy and iinet are great for lazy people & cater for us so well as i am not as patient as i used to be
So iinets "call back' option is another 1 of their best features
as with a household of young & older kids iv got no time to be waiting on hold,so them calling me back is great -[if they actually had a call free number to call them on, that would be fabulous, as a few times iv been out of phone credit..]
But, emailing iinet works well too and they actually do read them and reply back to you by email & they will also telephone you back too if you tell them that you have no credit to call them with.
i am glad that i chose iinet as my internet carrier
and if you choose them too then so will you.

Of all the ISP's I've tried iinet is by far the best.

Dreadful experience with Going to NBN. Could not get any range e.g. no internet signal in the bedroom of a small unit. Speed was mostly less than 10MBS and kept dropping out. While trying to get help I was cut off on the phone. There were 3 emails I sent that never even got a reply. They never followed up after phone calls etc etc etc. I have now dropped them. Really unpleasant experience after I had been with them for years before TOG.

Always ready to help online, or directly in the office. We are and will be dedicated customers.
Michael & Natalie

I have been with iinet for years and have never felt the need to change. Their pricing is great, staff helpful and tech support excellent.

I have had to call for support and advice from iiNet several times in recent weeks, and have nothing but praise for the excellent service which I received. Being 85 years old, I find modern technology rather baffling, and I have been so impressed with the courtesy and patience of your technical staff in guiding me through the resolution of my problems.

Eric Duncan

I changed to IINET when the NBN became available the change was seamless and we included fetch I had a few issues with this but the assistance I got from the support staff helped me sort it easily. They are helpful friendly and efficient.

Have iiNet for 3.5 years, had some drop out issues but over all still a good company. Enquires where sorted pretty quickly usually first phone call

3 weeks no internet, received the same activation email 4/5 times and lied to about status of order, paid for a month of internet and didnt even get a connection in that time. Gonna go to Aussie BB with proper customer service instead

I've been with iinet for awhile now and havent had any problems with downtime or download speeds, wouldn't recommend any other ISP.

Great package deals. Everytime I ring for help my problem is always resolved before they hang up the phone. Very good customer service kind and always willing to help. Easy online services to access. Great bunch of people.

We recently upgraded from ADSL to NBN at our home. The faultless expertise and attention to not damaging our property far better than any we have experienced with other tradesmen.
On a second site, the phone on our previously installed NBN was not functioning. The online technician quickly identified that the Modem was defective. In a matter of days we received the replacement modem. Once we replaced IiNet's online technician very patiently talked us through the setup of passwords etcetera.
We found the staff of IiNet were always courteous, polite, patient and very helpful.

I have always found iiNet staff to be very polite and helpful. If the problem isn't at their end they get in touch with Telstra to sort things out. They keep in touch to make sure the problem is taken car of.

I have found that any problem associated with my wifi connection has been dealt with very well and have no complaints with the service I have recieved from iinet

Most reliable and best priced internet we have ever used. Any issues arise , one call and issues are resolved very quickly

Been with iiNet for many years after very dissatisfactory associatons with several of the larger providers. No names , but if you have been there, you know who I mean. On the rare occasion I required help with iiNet I was very happy with response times and info to fix my problems.As an older Aussie not really up to scratch with the IT revolution, its great to speak to people in Oz who speak English and take the time and have the patience to help resolve your problems. So good on ya iiNet,you've got my vote.

Best ISP I have ever used. I recommend IINet to all my friends and family

So many hidden charges - Stay clear!!!!!!

I signed up to for month by month Naked DSL account, not on a contract, on the condition that I could upgrade to NBN when it became available.

I was then hit with hundreds of dollars for various hidden fees. Two months later NBN became available and when i requested to upgrade, iinet told me I would be required to pay another $80 activation fee. The lady I spoke to was rude and offered to speak to the Customer Service Team for me. She then hung up when I said yes.

I decided to cancel my account and again, I was hit with more hidden fees. I would never sign up to iinet again and strongly do not recommend them. They are no longer customer focused.

Westnet customer service used to be great, which is why we switched to it. But we'll be switching again, because their communication and customer service has become unbelievably bad. Being able to speak with anybody who speaks English reasonably well is impossible. Even when our complaints were escalated, we still received an email written with poor English which made no sense. Shocking. Seeking out a company based in Australia.

3 people no one ever fix internet they all say different things and they never fixed. The worst service ever. Not qualified staffs no one care about it. Takes forever to someone come and not fixing the internet. The worst company and service

Been with them for years but the loyalty bonus is to charge you more for sticking with them, after calling to discuss this it is cheaper to leave and review "sign up bonuses" with other ISP, crazy business model as the upfront cost for signing people up would be greater than offering the same packages to long term users.

An utterly incompetent company who wouldn't know what customer service was if it jumped up and bit them on the a**. Without a doubt one of the worst internet providers going around. Avoid them like the plague.

Honestly the worst customer service I've ever experienced. Hopefully the subiaco team's positions are soon relocated to Mumbai and this team of 40 yr old virgins can go back to working at McDonalds. Screw you iinet.

Extremely disappointed in the level of customer service I ve serviced from iiNet.
I had been with them for a few years now and we moved into a brand New property which had NBN already sit up.
It toke 8 weeks for me to finally get internet after the long conversation and going back and forwards with iiNet. When the technician finally came out he couldn t understand why he was there.
In the mean time I ve been charged the NBN set up fee twice now after being told by one of iiNet colleagues that the second payment wouldn t come out due to the first application being wrong.
I m now out of pocket $800 plus dollars from iiNet I was told on the 18th of November that a refund was in the process and we are now 3 weeks in and still not received my refund.

iiNet have stolen money off me, if I was to miss a payment (which I have never) my plan would have been cut of straight away but as soon as they owe you money it s so hard to get back.

I m in contact with two of iiNet supervisors which where amazing when I spoke with them on the phone to try and speed up the process as it should NOT take this long to get MY money back. And now both supervisor haven t not replied to my emails.
This is extremely disappointed this money is legally mine and I can t seem to get it back, it be a different story if it was a smaller amount but it s over $800 that s a lot of money.

Every time I call I get given a different answer and when I request a call back from the supervisors I ve spoken too it doesn t happen.

I would strongly recommend for you not to sign up with iiNet I ve never experienced such poor customer service. And they have pretty much stolen from me.

I m now in the process of getting legal advice to get my money back which is legally mine as it should not take over 3 weeks to get back.

Extremely unhelpful staff, sounds like they are going to do something then will not remember what they are supposed to do 30 minutes later. Slow wifi for an expensive price even with NBN. Telstra is a much better internet provider as if the wifi goes down, they will give you an unlimited data plan for that duration. Don t bother coming to this internet provider. Complain internet box wasn t working for over 6 months and refuse to change modem until the modem breaks down and will call back in 24 hours where they discuss solutions. Unable to do any sort of studying or entertainment. Extremely disappointed. Would post 0 stars if possible

all spin and no substance
VOIP is bad
RSA help desk is painful
average service for top dollar but whats the option?
love the Oh we are currently busy and we can arrange a call back in-----2hours!!!!

Recently moved house. IiNet had my reconnect done in under 24 hours. No fuss and one phone call. Highly recommended.

The iiNet rep went out of his way to fix my problem. Very professional

I have been with iiNet via Transact nearly 19 years. The reason? The great call centre staff at Capetown. Their staff clearly have received great training and support customer focus. For every contact I have made over the years, the service has been 5 star.

My experience signing up to the NBN through iinet has been dismal. I requested a speed upgrade 6 weeks ago, which I have still not received. I run a business with mostly cloud based software so the problem is a huge issue for me. I have contacted iinet over 10 times. Even after an official complaint, the issue has not been resolved. Are other IPS's any better?

A very great company with fantastic customer service and always helpful even with my stupid questions and stuff ups.

I find iinet cheap quick and easy and help support very good.

Been a customer for almost 9 years and have made the switch back to telstra today. This last few months Iinets speeds have dropped a lot and now the internet spends almost as much time disconnected as connected. I'm not the only one in my family experiencing this. I have been told that iinet's infrastructure is not handling netflix to well as it doesn't go towards peoples downloads so everyone is hammering it, which is not helpful to anyone else that wants to search the net. My recommendation is telstra, I can't believe how good there service has become.

I have been with Iinet for 6 years. Experience have been great all the way. The customer service is excellent and I felt like I get treated as a VIP all the time I request assistance. I really acknowledge the customer service and would give a big thank you for making an effort to solve my issues all the time. Keep up the awesome work I am on a very affordable package with unlimited internet access which meets all of my household needs. I recommend it to everyone!!

Every experience I have with this firm is positive. They must have excellent staff training programmes as no matter where the call is handled every person with whom I have dealt has been responsive, knowledgeable and empathetic (without being patronising) - a difficult task when it comes to technology issues. Well done!

Worst internet provider out there. We ve been trying to get our internet connected for nearing on 2 weeks with many drawbacks from iinet. Every time we call we get put on hold for 30+ minutes. Just canceled iinet and decided to go with MATE instead because they have way better customer service and actually know what they re doing. I just wish I would ve read the reviews before wasting my time.

Fantastic customer service, even though my issue couldn t be fixed straight away due to nbn issue rather than my provider,(iinet) I received the most wonderful customer service and apologies.

I have been with iinet for 3 years and whenever I switch to a new service, they never complete it at once. When I had my first service, it did not work for the first time, I had to call again and the techincian fixed it again,but they still tried to charge me full payment. And when I switch to NBN, the techincian came late without apology. Then next 2 mths i was charged old service and new NBN service because they did not close my old service. I called them they promised they will fix it but happend again 2 times . Everytime when I called them, had to hold the phone at least 1 hrs and can not do anything during the call. I now move to a new address, and because of the penalty(finishing contract early),I rather chose refresh the contract with my new address. Then they still did not close old account and didnt send me any new service update. I am struggling being with them, hope i can just finish with them after this new contract. Please people, I would let you know thay service team is answering your phone quickly but rest of them suckssss!! Even 1 rate is still high for them!!

I have found the customer service of iinet to be far superior to other Telcos. I have been a customer for over 10 years.

We've been very satisfied with iiNet, especially compared to Optus or Telstra. Customer service are always very friendly and helpful; our package is well-priced with good features; the internet is very reliable. Can't complain!

The worse service ever !! DO NOT go for iiNet if you are thinking of it. Wasting time over the phone, operators unable to resolve problems, and I have to say their computing / internet skills are just slightly better than a kid.. But wow they get PAID for what? For taking notes and transfer your calls. Over charged my service and non of them willing to short it out / reimburse. U ll not be able to get to talk to the right person at all . So u call again and again like "Reincarnation"!!! If anyone know a way to make formal complaints to a higher authority ( not talking abt escalate to iiNet CSR but to a government authority), I would love to hear that thx !! If you are in the same situation like me, buddy let's pray :(

I have been very impressed with iiNet.
There customer service is amazing and if something is wrong they reply very promptly. I would suggest going with this company for your internet 100%.