MyNetFone Review

Worst customer service ever. I have been ringing them for 4 days straight and used their call back service twice. I wasn't called back once so them I sat on hold for over an hour two more times. The first time I was told that a technician will come out but I have to agree that I will pay for them if it's no issue with the exchange. I refused to agree to that as I had no way of proving if it was or wasn't the exchange and felt this would leave me open to be charged by them so I requested to speak to a manager but he told me that I couldn't so I told him to have a manager call me back or I will cancel my subscription and he told me that this will incure a cancellation fee even though I'm off contract. Well I then said have a manager call me back tomorrow and I was told that that would not be possible I obviously then told him to sort it or I'll go to fair trading. Two days passed and no manager called so I rang again only to be put on hold for over an hour. After that I finally got through to someone and they told me that the internet was down because ADSL had been cancelled in my area. When I asked why I wasn't told this 3 people ago as I have been ringing all week and have lost over 4 hours of my time on this and was never told this he had no answer but then attempted to upgrade me to an NBN service which would cost more money. Also while I'm signed up to ADSL (which was no longer available in my area) they still had the nerve to charge me my monthly charges even though the internet was inaccessible through my current plan. A full week since my internet has been down and still no call from a manager, I'm waiting on a refund for the month but no compensation for my time on hold.

never use services from this provider, their customer support are lying to customers and never resolve problems. They promised 12Mbps speed but can only provide you 1Mbps and technical support never answer your call. Definitely worst service!!!!

Avoid Avoid Avoid Avoid. Lucky to even get google when I use the internet. Paying for 25/5 speeds and am lucky to even get the internet. Someones google doesnt even load. Cant get through to customer service. Just hang up the phone on your when you do get through after waiting an hr. Dont waste your money. Go elsewere

Hi MyNetFone. I would have been planning on watching Netflix last long weekend considering that you were meant to have installed my internet on the 19th of March. However, now weeks later and despite more than 7 prolonged calls to your service centre i still have not had internet installed to my house. Now as I ask for a refund for the service you have not provided me you add the final insult by saying the refund is not guaranteed. I'm sure you're aware that under Australian consumer laws you can't charge someone for a service you have not provided.

Be weary of any company that hides their customer service phone number.

mynetfone is a terribly company causing heaps of perfectly good technology to go to landfill. They will not provide unlock codes for old ip phones that used to be on their network, causing hundreds and thousands of phones to go to trash, unable to be reused on new systems.
customer service was very rude about the issue, and simply said 'our ceo doesnt want the phones unlocked'

The customer service is fine ( they are very polite) even they can never solve your problems. And this company dose not have a single technician to sent. So you paid the money and they expect you can solve the problem yourself

Terrible company, had no issues the first year of service but since we have moved locations the connection drops out all the time and I have to call to get it up again. The last 2 months I ve had no wifi access and no one seems to know how I can get a refund for this.
I even paid for a private technician to come out and he confirmed (with photos and notes!)the fault line was outside of our unit and therefore was on MyNetFone to fix. When I confirmed this with MyNetFone they sent a technician out (3 weeks later!) and provided no notes or photos and are trying to get me to pay a $220 fault fee! I cannot believe this, I ve called and the support staff have no idea what to do to help me. Absolutely useless!

The provide a fairly cheap and good service, but when it comes to customer service, they are woeful. I have spent the last month attempted to find a solution to slow internet speeds - this is not to say Mynetfone is entirely at fault, however they have made the process very difficult as the fail to send follow-up emails.

What a joke, I tried to relocate my service from my old address and I have been on the phone 5 times about 30mins each time.
I ended back at sales, told me it was all done and taken care of, waited 2 weeks, still nothing phoned back only to find the guy I originally spoke to did nothing and my relocation has not even been received. How this business is still in business is beyond me, can't even pay for the service if you wanted to.
Rang another provider, now have internet on its way and was 1 call and 10 mins total.
My net fone are cheap but useless. Don't expect speeds faster than 6mbps on a good day. (Which is rare btw)

Bad service
Service never works
If payment missed dont worry bout service being cut off coz when payments regularly made or agead they dont provide a service any way
Absolute refusal to speak with supervisor or boss when requested which in terms and conditions consumer is supposed to have this right upgeld upon request
Do not refund payments for services not rendered
Complete rip off

1 star is too many stars for this company, their customer service is a joke.

Terrible. They will lock you in a 12 month contract. Wifi won t work, connection issues, speed issues. Phone via their network was hacked internationally and hundreds of dollars was spent by someone overseas, the company made us pay the full amount.

I wish I could give 1/4 of a star. Your support is non-existent! Transfer after transfer, then told the people I need to speak with are not available. Refused to tell me when they would be back or available.

I would be happy if I could rate them any negative star. They are dodgy company indeed. They keep me waited for 29 days and still they could not give my connection. They set up technician appointment 4 times but everytime they gave some lame excuse. Then I cancelled my application and applied to TPG and got connection within 8 days. Beware of such dodgy company otherwise they gonna hell your life! !

Do not buy a system from this company. Since installation we have had nothing but trouble. Apart from operating like a one phone system we have had to endure NO SERVICE on our phones for another 24 hours.

After waiting a month and having my intallation appointment rescheduled 3 times, I finally got an email to say my account was active. Yeah nah. "READY TO CONNECT WHEN NETWORK CONDITIONS IMPROVE". My call has been sitting a queue for 24 minutes and I am very disappointed.

Stay away. These guys were fine to sign up with. But when you have issues you are left high and dry. For the second time, we have had the internet drop out for over a day now, the support line has a wait time of over an hour and say they will call you back...spoiler: they never do. Internet goes down at night, next morning there is a message in the morning saying "unscheduled maintenance" and no mention of when it will be fixed or any updates.

This company is dangerous!! Cam on premises without advising, changed a business tenants internet without authority from building owners. Has disconnected all other tenants internet and now refuse to fix the issue. Please for your own well being, stay away from them.

After having no internet for the past month I was informed by Mynetfone that I would need to take a day off work to meet a technician or risk being fined $220. When the technician no-showed I was again told to take a day off work and again the technician no showed. After complaining to the ombudsman I received an email at 5:21 in a Friday night telling me I had to be home on Monday morning and that I could go to another provider and be refunded my last months service not because I haven t had internet but because I lost 2 days of work waiting for the technician to Not show up. I have been with them for years and have put up with substandard internet and bad service. But how can they honestly think that emailing you as they leave the office on Friday night to tell you to be home Monday morning when there is no way you can reschedule is anything short of extremely rude and bad service. Stay Away . There are better providers that don t treat you this way and that don t have philipino call centres offering vacant apologies for their lack of service.

They can't help you with technology issues or support.. Bad service. I wouldn't give them a star if I had a choice

Avoid this company like a plague. There is no customer service in this company. Trying to reach, in vain, their billing department to sort out an invalid charge on my account for weeks. I even visited their corporate center and seen someone. If you are in a similar situation, complain to TIO.

Update: After officially complaining to TIO, they refunded the charge and closed my account.

Shocking customer service, very obstructive, horrible upload/download speeds and that is WHEN it even decided to work. Wost telco company out there

if i can rate lower than 1 star, that would be better, terrible internet connection, every few weeks will lower down your internet speed, sometimes below 1mb ??????? tried to call the customer service, nobody answers, better close your company down

Careful with my net fone, they won't support any other IP phone if it's not one they have configured.

Great as a VOIP service
I have been with this company for now on 10 years- they have great service and respect towards their customers, now as for the Internet- this is an area that they are working on so be patient and if you are upset, knock on their door/ ring and tell them your unsatisfied.

Very poor call quality and terrible customer service. Takes at least three hours to return/answer a call to customer service

Decent value ADSL for a couple of years, but then I switched to their laughable NBN. With FTTP and a brand new modem I averaged less than two megabits per second, with frequent drop outs.

Churn to a new provider and I get eight Mbps on a basic connection.

Rubbish to the above - i've been using this company for 6 years and i've NEVER had an issue with support. I even have my own customer service guy (cheers Brent!) with a direct phone number - and they all speak perfect english. Buy with confidence :o)

Below is a picture of the upload and download speeds you can expected from My Net Fone. This speed is always low, and it's always no higher than 1-2mbps. It's outrageously BAD.

Download: 0.86 mbps
Upload: 0.26 mbps

On a daily basis my Internet drops out and they do nothing to fix it. They don't refund me. I've had engineers at my house and nothing changes. They can't fix anything and it's their fault.

Technical support takes FOREVER. They have an insanely annoying "your call is important to us, we will attend to you shortly. Your estimated wait time is 1 minute wait" on a loop and on the latest call, I'm at 22mins, and it keeps saying 1 minute. They suggest you can leave your number and they'll call you back and guess what? When you select this option, it does not recognise you entering in your phone number so you lose your place in the queue and have to call back and start the whole process over again.

I suggest that all users who are experiencing this issue report this company to ACCC. It's that bad.

Wish I could post no stars. There is no service with this company and I can't get through to the call centre for support. Waiting for over an hour and still can't get through. NBN speed I signed up for 25/5. Cant watch youtube and cant use the internet. Speeds of 2-3mpbs if you lucky. Shameful....This company should not exist

Internet keeps dropping out every couple of months. Must call to get it back up. It's always something they seem to be able to do very quickly from their end, but that involves a call, and waiting for customer support is woeful. Take your money elsewhere. If it continues like this, they will have no-one left, except the retirees that have no idea what they signed up for!

I had a VOIP service with them for some years, customer service was poor and often rude. They insist on having credit in your account at all times even when you are paying an annual fee that includes all calls. When I came to close my account I found they didn t refund this credit, it s buried in their terms. I couldn t recommend this company at all.

This is by far the worst customer experience I've ever had. There is a reason these guys are cheap - they are useless. They wont take your call because they are too busy (presumably with everyone else's complaints). You leave a message and no one calls you back. When you do finally speak to someone (usually because you have called them back) you report the same problem over and over to them and all they ask you to do is run a speed test. Do not waste your time with this service. Pay more and get fast speed and good customer service when needed. Very disappointing

Horrible customer service. They regularly over throttle your internet connection and you have to constantly call to have your speeds returned to normal.
Don't waste your time and money.