iiNet
IiNet Limited is one of the largest internet providers in Australia which was founded in 1993 by Michael Malone and Michael O’Reilly and were the first ISP in Australia to offer TCP/IP internet access and by 2011, they became one of the largest customer base ISP providers with over 1.3 million customers. It was acquired by TPG Telecom in September 2015 for $1.56 billion. iiNet Limited provides Broadband, Dialup, Telephony and VoIP.
Overall Rating 6

iiNet Reviews - ADSL(38) Write Review

  • Service ADSL2+
  • Location Others
  • Activation 10+ days
  • 1
  • Speed Score
    1
  • Reliability Score
    1
  • Support Score
    1
  • Value Score
    1
I have been in an ongoing saga with iiNet for 4 months now trying to get a refund for an NBN pre-order that they did not deliver on the time frame allocated when I signed up. I'd be typing for hours if I had to go through it all, but the long story short is that they couldn't deliver as promised, I moved house and not only did they fail to disconnect my ADSL 2 service, they also failed to cancel the NBN order they were unable to deliver on. It took 2 months and multiple phone calls and emails to get refunded for the two extra months of ADSL they automatically deducted from my bank.

I pre-paid for the NBN $150 and I'm now going on 4 months trying to get a refund for that, with weekly emails to them that go ignored or have inaccurate replies saying I'm not owed a refund, then I am owed one, apologies - one is coming, etc. It's a complete circus of incompetence!

I've now had to lodge a complaint with the Telecommunications Industry Ombudsman today. I emailed iiNet to 3 different email addresses 2 days ago advising if I didn't receive communication from them ASAP that I would be lodging a complaint with the TIO and leaving my experience on every review site possible and I received zero replies from the 3 different addresses apart from the automated "we received your email" messages.

In regards to the actual ADSL2 service, I often couldn't even use my wireless or even direct connection to the internet service with iiNet because the speeds were so poor. At best, most days I was getting 2Mbps and couldn't load a simple website. I regularly had to use my mobile phone data because it was getting speeds of 15Mbps+.
  • Service ADSL2
  • Location Others
  • Activation 10+ days
  • 1
  • Speed Score
    1
  • Reliability Score
    1
  • Support Score
    1
  • Value Score
    1
Have not been able to deliver an internet connection in over three weeks, have not been able to provide a timeframe for connection, have no returned calls when promised, argue over the phone with you when backtracking over what has been previously promised. Avoid
  • Service ADSL
  • Location Melbourne
  • Activation 10+ days
  • 1.5
  • Speed Score
    3
  • Reliability Score
    1
  • Support Score
    1
  • Value Score
    1
If there was a zero star rating I would have selected that; which is a shame as I use to be a huge advocate. Ongoing drop outs over a very long period and awful support (support use to be great). I asked for help many times and with either no response or adequate support I said I would escalate to the ombudsman if I didn't receive a response by a certain date and time. Amazingly, this didn't even get a response!!!

However, having lodged with the ombudsman I did get a response, and I thought great, now I'm dealing with someone who wants to sort this out. How wrong I was. To be fair, I was super frustrated and over the whole thing so I'm sure that clouds my opinion, but even taking that into consideration it seemed the guy I was dealing with wanted to blame me and was borderline passive aggressive - of course just my opinion. But extraordinary when this is someone who's meant to be sorting out something that's gone to the Ombudsman.

On two occasions only - amongst many interactions - I got amazing people to deal with and one girl in particular was a standout. Knowledgeable, proactive and empathetic. But you never get to deal with the same person twice. Eventually this was found to be either an iinet or a Telstra issue but who would know as a) the guy put in charge to deal with this has not explained what has happened and b) they made some poor guy ring me up to ask me if I'm still having drop out's who was way out of his depth technically and given the lengthy ongoing situation and my frustration (I felt so sorry for him - they should never have given him this job). So its a lot better, not perfect but I'm non the wiser what occurred and am so very very very disappointed that a company that I once raved about and recommended that people use is systematically awful across the board. Really awful!!!!
  • Service ADSL2+
  • Location Sydney
  • Activation 10+ days
  • 1
  • Speed Score
    1
  • Reliability Score
    1
  • Support Score
    1
  • Value Score
    1
DO NOT SiGN UP WiTH IINET
I have put up with frustratingly low speed for too long, could not watch a movie sometimes not even streaming music. There is no one to speak to in Australia, call center is in South Africa and the quality of customer service is appalling; I requested cancellation in writing, than I had to re request verbally over the phone, which I did . I was just told it’s done, without any questions why I’m canceling or a simple thank you for the last years of being a customer. Four days after a cancellation confirmation email arrived. A month later my card was charged again and when I emailed them, the reply was that the service was still active and that I need to call them to request it ...... which I had to do again.. I will contact consumer protection in Australia to report this as the charges on my card after cancellation is illegal.
  • Service ADSL2+
  • Location Sydney
  • Activation 10+ days
  • 1
  • Speed Score
    1
  • Reliability Score
    1
  • Support Score
    1
  • Value Score
    1
Avoid at all cost. I'm a customer of 14 and a half years! And finally had enough with this horrible company. Never believe anything they say. Just stay away for your own mental health!
  • Service ADSL
  • Location Melbourne
  • Activation 10+ days
  • 1
  • Speed Score
    1
  • Reliability Score
    1
  • Support Score
    1
  • Value Score
    1
My internet isn't working. I called on 16th Feb (call number 314947225) to complain, called again on 20th March to complain (call number 314597469), called on 18th April (call number 317404644), called on 20th September (no call reciept provided) called again on 5th October (call reciept 325230778). Ran multiple tests and internet was still not working. No one at iinet made a note of these tests being run, so we ran them about 3 times in total before a technician was sent out on September 20th. The technician found a fault with the line and supposedly fixed it After the fault was supposedly fixed, I asked the technician to watch as I hit refresh on my internet in multiple browsers - it was still not working - iinet made a note of this and told me they would send out another Telstra technician and would call me back to arrange this. I waited 3 weeks and heard nothing back, so called today and was told the fault was 'resolved' and there were no notes that anyone would be sent out. I work from home and haven't had working internet since Feb, and haven't been reimbursed or provided any solution whatsoever. I have made a complaint to the ombudsman, but am furious at the way this has been repeatedly dismissed.
  • Service ADSL
  • Location Perth
  • Activation 10+ days
  • 2.5
  • Speed Score
    7
  • Reliability Score
    1
  • Support Score
    1
  • Value Score
    1
Technical support is a joke. Jon’s for South Africans that have no knowledge and I can’t even understand them sometimes. They get you to do all the work and then give you the options of paying for a technician if it is not there fault. I knew those guys when they were in a garage in Perth WA and I joined them 30 years ago. No loyalty , pay your. I’ll. Do as little as possible. Maximise profits. Take Jons offshore. Charge for everything.
Yep they are confirmed parasites.
  • Service ADSL2+
  • Location Others
  • Activation 10+ days
  • 1
  • Speed Score
    1
  • Reliability Score
    1
  • Support Score
    1
  • Value Score
    1
I have been with iiNet for 12 years, but won't be much longer. I am clearly loyal and know them well, so this is a review you can believe. They used to be great, truly great. They were well-known for quality products and service, with excellent tech support out of Perth. Sadly, in recent years they have gone from first to worst. I don't remember having an outage in the first 9 years - speed and reliability were excellent. Now I often have to hotspot my Telstra mobile to run my internet-based business because my iPhone offers faster and more reliable speeds than iiNet's ADSL2+. I also have Fetch through iiNet, but there is almost no point given the high level of dropouts. I have given iiNet every possible opportunity to convince me to stay with them, but they are an utter disaster. I cannot emphasis strongly enough how appalling they have become. If they can't manage to look after a customer who has been loyal for 12 years, they certainly won't look after you! Do NOT sign up for iiNet.
  • Service ADSL2+
  • Location Perth
  • Activation 10+ days
  • 6.75
  • Speed Score
    6
  • Reliability Score
    5
  • Support Score
    8
  • Value Score
    8
Reasonable internet service where you get what you pay for. Tech and customer support have been useful 80% of the time.
  • Service ADSL2+
  • Location Melbourne
  • Activation 10+ days
  • 1
  • Speed Score
    1
  • Reliability Score
    1
  • Support Score
    1
  • Value Score
    1
To say that dealing with iiNet is a nightmare, would be a massive understatement. Their customer service is atrocious, they lie and mislead their customers. The amount of time I have spent on the phone with them over the last few days( after an outage on Friday 12/5/18) would equate to a full month refund on my account. Still don't have Internet or land line, and they are refusing to fix the issue and are bullying me into agreeing to a wrong call out fee, to which I refuse on the grounds that they themselves have found there is a fault with the actual telephone line, which is owned by Telstra, and they won't fix it ! Disgraceful behaviour, big bully tactics! Be aware be very aware when dealing with this INCOMPETANT excuse for a service provider!