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(68) Write Review

  • Speed Score
    4
  • Reliability Score
    4
  • Support Score
    1
  • Value Score
    3
My phone disconnected and given a $1400 bill for overseas use despite downloads off, wifi used and a $200 limit on the phone? After 13 years with iiNet I have to move on after bad service and no solution offered. Also I moved from iiNet to Aussie Broadband electing their slowest speed on the NBN which is faster than iiNet's mid speed option. Many years ago iiNet was good but now they are all about making money first and putting customers last from my experience.
  • Speed Score
    6
  • Reliability Score
    2
  • Support Score
    1
  • Value Score
    1
Maybe you'll have a better experience, but.....
Crikey! What clowns!
We ordered, they sent a guy to install cable (unannounced). No worries, we can make that work. They sent out the equipment. Good. I installed equipment. Fetch didn't work. Called them. They couldn't fix it - "Provisioning" will "get back to us". They didn't.
Unexpectedly, another set of equipment arrives. We call them. They have no idea how it has gone wrong, or how to fix it. They'll "call us back". They don't.
We finally call them. They can't make sense of previous notes/situation. Put us on hold for half an hour. We give up.
They finally SMS weeks later that we need to resubmit the application. WTF! We call. They want ALL the equipment - modem, Fetch, NBN box - sent back and then we can resubmit the application. Really? Yes, it's "the only way". No.
Whatever you do, think twice before you join them.
  • Speed Score
    1
  • Reliability Score
    1
  • Support Score
    1
  • Value Score
    1
iiNet hijacked the line from my current provider over a weekend when set up team don't work and then informed me they could not start the service because (despite the sales person confirming I could use my current NBN enabled modem) I did not have an iinet modem. Tech support told me to order a modem which would take 5 days to arrive or no iinet service. So after hours of time chasing these fools around I've ditched iinet and resumed my service with Aussie. This company is pure vermin. DO NOT use them
  • Service ADSL
  • Location Melbourne
  • Activation 10+ days
  • 1.5
  • Speed Score
    3
  • Reliability Score
    1
  • Support Score
    1
  • Value Score
    1
If there was a zero star rating I would have selected that; which is a shame as I use to be a huge advocate. Ongoing drop outs over a very long period and awful support (support use to be great). I asked for help many times and with either no response or adequate support I said I would escalate to the ombudsman if I didn't receive a response by a certain date and time. Amazingly, this didn't even get a response!!!

However, having lodged with the ombudsman I did get a response, and I thought great, now I'm dealing with someone who wants to sort this out. How wrong I was. To be fair, I was super frustrated and over the whole thing so I'm sure that clouds my opinion, but even taking that into consideration it seemed the guy I was dealing with wanted to blame me and was borderline passive aggressive - of course just my opinion. But extraordinary when this is someone who's meant to be sorting out something that's gone to the Ombudsman.

On two occasions only - amongst many interactions - I got amazing people to deal with and one girl in particular was a standout. Knowledgeable, proactive and empathetic. But you never get to deal with the same person twice. Eventually this was found to be either an iinet or a Telstra issue but who would know as a) the guy put in charge to deal with this has not explained what has happened and b) they made some poor guy ring me up to ask me if I'm still having drop out's who was way out of his depth technically and given the lengthy ongoing situation and my frustration (I felt so sorry for him - they should never have given him this job). So its a lot better, not perfect but I'm non the wiser what occurred and am so very very very disappointed that a company that I once raved about and recommended that people use is systematically awful across the board. Really awful!!!!
  • Speed Score
    6
  • Reliability Score
    6
  • Support Score
    1
  • Value Score
    1
Do not connect with iinet
Twice taken money out of my account 150 dollars took ages to get back. First app wrong address NBN could not connect
Wrong address reason for second app connected 20 days after first connection date
Rang up tofind out why i could not record Fetch ,oo you have a mini box for 300 plus dollars i could get a maxi box was not told this, have home phone connected 1st bill why was i charged for mobil calls ,ooo there not included in your deal, was not told this
Now netflix not working 3 days now
Why do they have my account number to take $2 out and they will return the money . $2 was not taken out but 150 was
Today i sent quick memo to the political party and asked for a investigation into telecommunication sector
AGAIN DONT USE IINET
  • Service ADSL2+
  • Location Sydney
  • Activation 10+ days
  • 1
  • Speed Score
    1
  • Reliability Score
    1
  • Support Score
    1
  • Value Score
    1
DO NOT SiGN UP WiTH IINET
I have put up with frustratingly low speed for too long, could not watch a movie sometimes not even streaming music. There is no one to speak to in Australia, call center is in South Africa and the quality of customer service is appalling; I requested cancellation in writing, than I had to re request verbally over the phone, which I did . I was just told it’s done, without any questions why I’m canceling or a simple thank you for the last years of being a customer. Four days after a cancellation confirmation email arrived. A month later my card was charged again and when I emailed them, the reply was that the service was still active and that I need to call them to request it ...... which I had to do again.. I will contact consumer protection in Australia to report this as the charges on my card after cancellation is illegal.
  • 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.
  • Service Cable
  • Location Melbourne
  • Activation 10+ days
  • 1
  • Speed Score
    1
  • Reliability Score
    1
  • Support Score
    1
  • Value Score
    1
They have absolutely no idea what they’re doing. It was a scam to begin with when the sales girl told us the customer service is all local in Australia when in fact it’s not. We got our router delivered, we followed the instructions on how to connect it, it didn’t work. So we got customer service on the line after being on hold for 45 mins, customer service agent Junaid somewhere in South Africa, who told us the reason it’s not working is because there isn’t an activation email sent and the email can not be sent because there’s only one person in the entire company who sends the email and that person is not available. A day passes by and we get no email so we call customer service again. This time, a different customer service guy takes me through an hour and a half of extensive trouble shooting whereby he concludes there’s something wrong with the router they’ve sent, so he says he will arrange for a technician to be sent over. A day passes by and no technician no follow up call, not even an email with a follow up on the progress of this issue. Instead, we get a bill of $168 for the internet service that we didn’t get! It’s not even been a week! We call back again to customer service and this time a lady says she wants the serial number on the back of the router that was sent to us in order to proceed with the technician who never showed up. She takes the details, and then no follow up, no technician, three days pass and there’s still no technician. So we call them back again, after being on hold for 50 minutes, the customer service agent tells us that the activation email has not been sent which is why we have no internet service. At no point was there any follow up emails to clarify that, there was no troubleshooting done to even conclude that it’s that bloody Magic email issue, just back to square one with the email. I never thought getting an internet connection could be this horrible in a first world country. I’ve lived in third world countries where they don’t even speak English and the internet connection is ace, the customer service is even better. Don’t bother with iiNet, their CEO gave up on them and sold them to TPG.
  • Service Cable
  • Location Others
  • Activation 10+ days
  • 1
  • Speed Score
    1
  • Reliability Score
    1
  • Support Score
    1
  • Value Score
    1
Wish I have never called them or knew they existed. A group of dysfunctional customer non service representatives who dont know what is going on. First , they didn't capture my new modem order due to system failure (as per them). Then I said dont worry about it I dont want it anymore. Double confirm that it is cancelled and contract withdrawn. A few days of continuous emails telling me the modes is coming and was slightly delay, which I replied everytime to confirm I have cancelled the order. Invoices coming in. Today an email to tell me they couldnt find any record I have cancelled it . And requested verbal authorisation of cancellation (whi ch I did on the first time) instead of multiple written email of cancellatuon (???). I dont usually go through the trouble of logging into review site and leave reviews but this company is a total failure and scam. Please stay far away if you dont want to have to go to authority to fight your case against them. I will telling everyone everywhere I go
  • Service Cable
  • Location Sydney
  • Activation 7 days
  • 3.25
  • Speed Score
    10
  • Reliability Score
    1
  • Support Score
    1
  • Value Score
    1
They are a bunch of liars and thieves. Taking money they are not entitled or have permission to take, and then constantly lie, never call back when they say. I wish I had never heard of iinet, customer service is disgusting, and I would not recommend to anyone