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(28) Write Review

  • Speed Score
    6
  • Reliability Score
    3
  • Support Score
    1
  • Value Score
    6
I'd been using iinet for probably 15 years or more in total (starting from Satellite, to ADSL, then NBN), and I was always extremely happy with their service. The connections were reliable, and on the rare occasion that I needed their support, I was always speaking to somebody competent and willing to help. I happily recommended iinet to anybody who asked. However, over the past year or so, things seem to have changed drastically. Over the past few months, our NBN connection had had several dropouts. Sometimes only brief, but sometimes for hours or days, but the biggest change was in the quality of their support agents. In Feb 2019, we had an extended dropout. After waiting for a few hours, I eventually phoned tech support. They started by forcing me to go through the usual rigmarole of restarting the modem, factory reset, running tests, etc. After spending an hour or more on the phone, they said they would have to report the fault to NBN Co, and that it would be fixed within 24-48 hours. So, I waited. After 2 more days of no Internet, I sent an email. No response. I also tried their online form. No response. I eventually tried phoning again. I was once again forced to go through the troubleshooting rigmarole, and once again wasted more than an hour of my time. The agent eventually said the same thing. NBN fault report. 24-48 hours. So, I waited again. After a few more days of no connection (now about a week in total), I’d had enough. I decided to ditch iinet and move to Telstra. Then, to make this bad experience even worse, they said I would have to pay the cancellation fee. I said that I shouldn’t have to pay a fee, since it was them who had failed to provide a service for a week or more. But they insisted, and said that I hadn’t given them sufficient opportunity to rectify the problem before cancelling. They passed me from one person to another on the phone, wasting another couple of hours of my time, but in the end I got nowhere. They even acknowledged that the 2 different support agents that I had spoken to had neglected to log the faults with NBN, which is why the problem hadn't been fixed. But it didn’t matter, and they went ahead and charged the cancellation fee anyway. I really can’t believe how a once outstanding company has turned into such a poor quality, money-grabbing operation in such a short period of time. Such a shame. I will warn everybody away from iinet from now on, and I will also be filing a complaint with the appropriate government bodies.
  • 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
    1
  • Reliability Score
    1
  • Support Score
    1
  • Value Score
    1
By far the worst service provider I've ever dealt with. I've spent more time on the phone with them resolving issues than I have with my family. Wouldn't recommend this company to my worst enemy.
  • Speed Score
    1
  • Reliability Score
    1
  • Support Score
    2
  • Value Score
    1
Thought NBN supposed to be better than ADSL but with iiNet, even worse, slow, cut off way too often. Not recommended.
  • 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
    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.