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(13) Write Review

  • Speed Score
    1
  • Reliability Score
    1
  • Support Score
    1
  • Value Score
    1
My fibre account was accidentally disconnected by iinet over two months ago, I understand that mistakes happen, but I don't understand why it can take over two months to reconnect my service!
  • 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
    1
  • Reliability Score
    1
  • Support Score
    1
  • Value Score
    1
Absolutely the worst ISP i ever used. At this busiest office hour, iinet network down for more than half day. Technician came and entered wrong serial numbers on our modem and left with no network for us. Constantly drop, very slow connection. unreliable.
  • 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.
  • Speed Score
    2
  • Reliability Score
    1
  • Support Score
    3
  • Value Score
    1
Enough, I have totally had enough with iinet. I’ve been overcharged, my complaints ignored, terrible internet speeds, appalling service, I am so angry I can hardly type this! And now a bill for $370. The list is so long I have to put this in bullet points:

• Signed up for NBN 21st May 2017 and given numerous installation dates
• I agreed to a two year contract for $59.99 per month and committed to a two year contract which included a free modem
• A Netphone was not requested nor required (like many other people we only use our mobiles) however, this has somehow been included
• Around June our internet started slowing down and became so slow and intermittent that I was going up the shopping centre to get better speeds. I sent messages and spoke to iinet support numerous times, they did tests and said nothing was wrong. Because the internet was so intermittent and speeds were so slow my husband’s phone kept switching to Optus which resulted in huge bill because he is only on a 500mb a month plan
• By October NBN had not been installed and we were going away on a 6 weeks trip to the UK, so I contacted iinet (via phone and email ref. 302824917) and asked them to reschedule the NBN installation until we returned early December as we wouldn’t be there to let them in. While we were in the UK I received 13 emails including ones that specifically required me to be home for a delivery between 3rd and 8th November. Once again I wrote to Craig Levy (Ref. 310451612) explaining again that we were fourteen and a half thousand miles away and would not be back until early December. Then on 3rd November Saadiqah Ebrahim became involved and asked me for the NBN account number. Are you serious! Despite being well organised I do not travel on a holiday of a lifetime with our NBN account number, however I did supply a Ref: 302824917, which was not good enough so I never did find out what he wanted.
• Eventually after more emails including one that said “This is just a quick note to confirm that as part of your relocation order, we’ve disconnected your iiNet services at your old address, I haven’t moved. Then followd calls on 1st Dec, 2nd Dec, 3rd Dec, 7th Dec, 15th Dec, 19th Dec. NBN was eventually installed on 18th December, which left us with a connection but without a modem. More calls and emails followed and eventually we received the modem on 28th December. However I still had to buy a Wi-Fi extender for my PC for $30.
• So in conclusion there has been approximately 30 plus emails and around 15 plus phone calls including the ones from the UK (I haven’t kept them all) Hours of wasted time because of internet down time. Extra charges for phone data and peripheries and just total wretchedness all because your departments can’t communicate with one another.
• And still the internet does not work correctly and keeps dropping out and the iinet speed test is only 8.722 Mbps not 12Mbps as advertised, worst of all you have sent me a bill for $370.63.
  • Speed Score
    2
  • Reliability Score
    1
  • Support Score
    2
  • Value Score
    1
Service keeps dropping out.Slower than ADSL.Also Mobile service is up the crap.Ordered new Sim card as mine was faulty. New sim arrived went to activate.New Sim activated ,went to put into my phone just to find out that it was the wrong one.I gave them my phone details upon ordering,still ,they send the wrong one .Now without phone for 3 days until new one arrives. Need phone for business purposes. will loose considerable amount of money as I can not use phone. Beware before you deal with them. Been with them for 7 years. Time to leave
  • Speed Score
    5
  • Reliability Score
    1
  • Support Score
    1
  • Value Score
    1
Literally worthless. Every tech support person says something different and all are liars. No internet for a week now and after five calls I have literally no clue what is happening or if I'll ever have internet again
  • Speed Score
    1
  • Reliability Score
    1
  • Support Score
    1
  • Value Score
    1
Appalling customer service, if they were my staff, they would be no longer in my employ.

On the 18th of August before moving home I booked in a relocation on the 28th October. We were asked to provide proof of sale which we did that included a copy of the contract of sale and a statement from our conveyancer confirming the settlement date.

On the 22 August I rang to confirm the relocation was to happen on the 28th which I was told yes, everything was in order.
Mid-afternoon on the 28th after not being connected I rang again and was told the transfer ‘should’ happen in the next 7 days. I stated it was not good enough as I had booked the change in well in advance, my voice annoyed yes, but not rude nor did I swear.

I was then put onto a supervisor who informed me the best they could do was have it installed in 7 days. When I asked is it 7 days because you are just booking it in now (again not rude) he hung up on me.

Interesting with iinet, everytime you speak with customer service you get an email asking how the service was, ironically with this call, no such email arrived.

Add to the woes it’s school holidays so kids have no internet whilst we are unpacking/ setting up new home.

If anything I state is false, I suggest iinet listen to call records and tell me where I am wrong!
  • Speed Score
    4
  • Reliability Score
    2
  • Support Score
    1
  • Value Score
    1
this review is for NBN Satellite iiNet fails to respond to the customer technical problems closing the cases 6 months of failed service because the equipment was faulty but iiNet kept blaming the customer.
then failed to give reasonable refund, or compensation for time taken to resolve and by the comment given by iiNet downtime compensation to your iiNet account as well as a refund. all that was given was 2 months credit to the account.