I am an iiNet customer of 16 years and I recently requested a service relocation due to moving house. I submitted an online request and I did not receive a response for 5 days. When I contacted them by phone, they didn't acknowledge the lack of follow-up and simply wanted to confirm the details of the relocation. The process was relatively straightforward however the lack of communication meant it took 18 days for my new account to be set up and finalised.

Telstra had to connect the line (for a newly built residence) and were fantastic. They called me to confirm when they were to arrive and on what day. They were on time and had the line up and running in minutes. iiNet took a further two weeks to advise me of my new account details, even though I was able to connect to the internet with my previous account details a few days after the line was connected.

In regard to the internet service I ultimately purchased, I am now paying more than before and for a less reliable and slower service. Granted the speed and reliability is down to the exchange in my area, but I feel iiNet is taking advantage of customers in those areas by charging more for a degraded service.