• Service ADSL
  • Location Melbourne
  • Activation 2 days
  • 7
  • Speed Score
  • Reliability Score
  • Support Score
  • Value Score
We have been with iinet for quite some time now, since 2009. We have ADSL2+ and a home phone (weird I know) with them. As we had signed up some time ago, the plan that we originally signed up with no longer existed, so they transferred the plan to another one without our knowledge or consent. The plan did have a few more inclusions and was a few dollars more expensive the original so it led me to think, a) is this acceptable and b) what else are they hiding from us. My husband wasn't phased by it at all however I wasn't happy. I can only assume that they didn't want to loose a customer, however I do not think that they should have automatically changed our pln withoutour consent. WhenI contacted them, they advised me that the plan no longer existed so they had no choice but to change us. I advised they should have contacted ua to advise that this was going to.occur. Silence. A while later we negotiated a discount on our bill, you don't ask you don't get!

So needless to say that their customer service leaves a little to be desired. It is very scripted and regimented and quite frustrating to say the least. I have had the pleasure of contacting customer service and customer support on a couple of occasions. One time I was on hold for 45 minutes and the other 2. It's all scripted and they find it difficult to deviate from the script which is quite frustrating at times. I can appreciate that they have a job to do, but it just seems like they are mindless robots. Customer service is a 5.

On the plus side, their plan and data inclusions are quite good. The speed works well and when there are no issues with the system (I have only had to contact them twice in all of the years that I have been with them so that's a pretty good run!) We've had no issues with the Internet or the connection at any stage orher than when the home phone (aka BOB) was playing up. They sent us a new one which again didn't work so we just purchased a new phone. Didn't love the phone that the BOB had anyway. So in a nutshell wouldI recommend them? Unfortunately you can't ensure that you won't have issues and have to call them, but if you don't have to, they're great!
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