• Service ADSL2+
  • Location Others
  • Activation 2 days
  • 8.25
  • Speed Score
  • Reliability Score
  • Support Score
  • Value Score
Before I started working at home last 2016, our initial plan was ADSL2. Normal browsing and streaming video was great. However, since I needed more bandwidth for my online jobs, we decided to up it up ADSL2+ with 200GB per month. We are quite happy with this plan as it is affordable, an 8/10 rating on the transition side from ADSL2 to ADSL2+.

Customer service is a rating of 6/10. For any technical issues, they will insist on asking you to troubleshoot while on the phone with them even if you told them you already did all the basics (my husband and I are tech-savvy people and we know how to go through no connection or DNS issues).

We find this a waste of valuable time. We also didn't like how some tech support reps we speak to would hold back valuable information just to make a package upgrade. This happened last year when we switched our plan.

The customer service rep who handled our switch from previous plan to the next didn't advise us the waiting period. My work got delayed for almost 48 hrs and the result was not good. We found out that our plan was messed up by the last rep who processed it.

Clearly the person who handled our account was not an expert in using iiNet's systems/tools. I had to apologise to my clients for late submission of work. 2 days we had the same issue when we used up 199GB of our allotted data.

We added 10GB and we literally had no internet connection for 2 hours. We had to call at least 2x before somebody had the sense to speed up the process as I have reports to submit. We were not even assured of a credit adjustment on our bill as we lost 2 hrs of internet.

Pretty much, I didn't see any sense of urgency, integrity, and accuracy in the way the reps had handled our account. The speed, reliability, and value for money are all good but customer service needs an overhaul.
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