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 - NBN Tier 1(14) Write Review

  • Speed Score
    1
  • Reliability Score
    1
  • Support Score
    1
  • Value Score
    1
We were told it would take up to 5days to receive our order of NBN and fetch tv. It's now been 6wks!!! I have emailed to complain and received no answer. I've phoned 5 times each time. We are told 48hrs and someone will contact you and no one ever does. They have told us twice we would receive our order in 5days time. Everyone customer service advisor tells me they are very sorry and it has been esculated in priority but nothing happens. Very disappointed with iinet, will cancel at the end of the week if we don't get our order. I do not recommend this company at all, they are very bad at customer communication and they don't provide the service they promise.
  • Speed Score
    8
  • Reliability Score
    7
  • Support Score
    1
  • Value Score
    1
Not happy with iinet sales process. Moved house so they did a callback on our move date to start the 3-7 business day process. Then over the phone I said I don't want the extra channels which is one of the fetch options on their internet order page. But sales guy took this as I don't want the free fetch box either. In the meantime I received my modem and internet is on, but no fetch box. In order to get fetch box, they want to cancel my brand new subscription and they want to switch off my internet and I should send back the modem and then they'll send me new modem and fetch box. So I will be without internet for 3-7 business days... fun. Moral of the story: don't order over the phone, rather order online.
  • Speed Score
    2
  • Reliability Score
    1
  • Support Score
    1
  • Value Score
    1
I recently requested re location service from iinet and order was dragged almost one month. During this period they never update with the status. I had to call every week and all the time I had to explain whole story from the beginning. Even then CSR were not able to check the status. What they said was order stuck in NBN without any proper reason and asked me to wait til 5-7 days. Even after that period similar status. But they took all the charges in advanced and the they kept debiting my account for monthly charge for nothing.

Then I asked them to cancel the whole service due to this issue. Even then they took more than one week to cancel the service. Offshore CSR service is so poor and disgusting. Currently I am still waiting to get the refund.

Then I went with another Service Provider (Aussie Broadband) after submitting the request within 3 hours I got the service.

I never recommend iiNet for anyone.
  • Speed Score
    1
  • Reliability Score
    1
  • Support Score
    1
  • Value Score
    1
iiNet hijacked the line from my current provider over a weekend when set up team don't work and then informed me they could not start the service because (despite the sales person confirming I could use my current NBN enabled modem) I did not have an iinet modem. Tech support told me to order a modem which would take 5 days to arrive or no iinet service. So after hours of time chasing these fools around I've ditched iinet and resumed my service with Aussie. This company is pure vermin. DO NOT use them
  • Speed Score
    6
  • Reliability Score
    6
  • Support Score
    1
  • Value Score
    1
Do not connect with iinet
Twice taken money out of my account 150 dollars took ages to get back. First app wrong address NBN could not connect
Wrong address reason for second app connected 20 days after first connection date
Rang up tofind out why i could not record Fetch ,oo you have a mini box for 300 plus dollars i could get a maxi box was not told this, have home phone connected 1st bill why was i charged for mobil calls ,ooo there not included in your deal, was not told this
Now netflix not working 3 days now
Why do they have my account number to take $2 out and they will return the money . $2 was not taken out but 150 was
Today i sent quick memo to the political party and asked for a investigation into telecommunication sector
AGAIN DONT USE IINET
  • Speed Score
    2
  • Reliability Score
    2
  • Support Score
    1
  • Value Score
    1
My services on internet when watch tube continually freezes lose my programme. my mobile phone services has reduced not an avid user but now continually warned used 100%. NBN has been a nightmare. They do not help when you ring up wait on phone to get help uses all my phone data. They have operators who do not listen and when you try to explain the problem have the same phrase they use over and over again. I end up getting very angry and just hang up. I am now looking for a service if there are any out there who look after the customer as I am over IInet.
  • Speed Score
    3
  • Reliability Score
    1
  • Support Score
    1
  • Value Score
    1
Hi, I don't even know what tier I'm on, but I choose the most expensive plan... and I still get buffering, I have fibre to the premises not to the node so I should have good service, however when watching MotoGP and F1 I still have to connect to my Optus 4G network to get a better viewing.. It appears to me all plans one speed... Slow!! out of three months service it has only worked for 1 month.. calls to technical support proved useless, they will avoid at all costs sending out a technician, spent hours and multiple ph. calls then after 2 months of no internet I had to get a friend look at it and discover the primary port on the NBN box was blown up so he used the aux. port and just like that I had internet again all be it still slow. They still refuse to fix the primary port! Today a 61 minute ph. call to try and cancel subscription... it seems the only person that wants my money is the Lady in cancellations maybe they should promote her to Tech support!
  • Speed Score
    1
  • Reliability Score
    1
  • Support Score
    1
  • Value Score
    9
iinet has proved to be a nightmare!!!
We have been having problems with the speed and many times no internet at all.
Lately we have been having problems with the modem which disconnects the wifi.
We have been trying to fix it and when the problem came back the company simply refuses to change the modem.
I had to go away for 3 weeks and the way they have been communicating with my husband is simply appalling!!!!
I will be lodging a complaint!!!
  • Speed Score
    3
  • Reliability Score
    5
  • Support Score
    1
  • Value Score
    7
I have been with iinet for just over a year. Have experienced many dropouts over this period (sometimes for several days at a time) & iinet are far too happy to palm off the problem to NBNCo. Very frustrating that when you call to report problems with your internet you have to listen to the automated messages/adverts telling you that you don’t need to be on the phone & can simply manage your account online (which would be fine if I wasn’t calling because of an outage)! When I renewed my plan I selected no modem as I already had an existing one & they still tried to charge me for shipping of the modem I didn’t order! To their credit this was refunded but I still had to spend ages on the phone explaining the problem (which shouldn’t have been that difficult to understand). I am currently without internet at my new property... still waiting for service! On the plus side when I do have internet, i have never exceeded my download limit & it is fairly priced. Speeds rate poor to average.
  • Speed Score
    10
  • Reliability Score
    5
  • Support Score
    1
  • Value Score
    5
I have been a reliable paying customer with Iinet for two years and three months. I noticed that the original plan I signed up for, (which was a month-by-month) internet telephony / broadband plan was redundant and saw I could get a faster speed and save around $10 per month from going on to another plan.

That was the beginning of my nightmare customer service experience. I might add previous to this point I had a good customer experience.

Material Facts:

1. Around one week ago I noticed after I transferred to my new plan that I had no VOIP.

1a. I note after I agreed to the new plan that I had to also make a verbal contract to waiver any compensation for my VOIP service if it was not working. That should have been an alarm bell for me, however, the guy reassured me when I changed that it was not an issue.

2. After not having my VOIP working for a couple of days I contact IiNet. I had a pleasant conversation with a lady from Cape Town, South Africa who assured me that, 'it would probably be fixed within twenty four hours.'

3. I waited for a couple of days, no one called me back, the phone still wasn't working and so I rang up.

4. I left a message for a call back. They called me back and I waited for someone to answer after going through the process of approving I was ready to be talked to and then the other end simply hanged up without anyone talking to me. This happened a couple of times before I was able to get through to someone from technical support.

5. By this point I had gone from a happy customer to an unhappy customer. I was told that, 'they would escalate it' and when I asked, 'why had they not already done that after the first twenty four hours?' I got no response.

The worst thing about this conversation was that the Iinet person I spoke to kept interrupting when I was talking. She then accused me of talking over her, which I pointed out I was not doing. She then hung up on me.

I am now looking for another provider who does not treat customers like they don't matter.

Sincerely

Rod Upward
Geelong, Australia.