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(48) Write Review

  • Speed Score
    2
  • Reliability Score
    1
  • Support Score
    3
  • Value Score
    1
Enough, I have totally had enough with iinet. I’ve been overcharged, my complaints ignored, terrible internet speeds, appalling service, I am so angry I can hardly type this! And now a bill for $370. The list is so long I have to put this in bullet points:

• Signed up for NBN 21st May 2017 and given numerous installation dates
• I agreed to a two year contract for $59.99 per month and committed to a two year contract which included a free modem
• A Netphone was not requested nor required (like many other people we only use our mobiles) however, this has somehow been included
• Around June our internet started slowing down and became so slow and intermittent that I was going up the shopping centre to get better speeds. I sent messages and spoke to iinet support numerous times, they did tests and said nothing was wrong. Because the internet was so intermittent and speeds were so slow my husband’s phone kept switching to Optus which resulted in huge bill because he is only on a 500mb a month plan
• By October NBN had not been installed and we were going away on a 6 weeks trip to the UK, so I contacted iinet (via phone and email ref. 302824917) and asked them to reschedule the NBN installation until we returned early December as we wouldn’t be there to let them in. While we were in the UK I received 13 emails including ones that specifically required me to be home for a delivery between 3rd and 8th November. Once again I wrote to Craig Levy (Ref. 310451612) explaining again that we were fourteen and a half thousand miles away and would not be back until early December. Then on 3rd November Saadiqah Ebrahim became involved and asked me for the NBN account number. Are you serious! Despite being well organised I do not travel on a holiday of a lifetime with our NBN account number, however I did supply a Ref: 302824917, which was not good enough so I never did find out what he wanted.
• Eventually after more emails including one that said “This is just a quick note to confirm that as part of your relocation order, we’ve disconnected your iiNet services at your old address, I haven’t moved. Then followd calls on 1st Dec, 2nd Dec, 3rd Dec, 7th Dec, 15th Dec, 19th Dec. NBN was eventually installed on 18th December, which left us with a connection but without a modem. More calls and emails followed and eventually we received the modem on 28th December. However I still had to buy a Wi-Fi extender for my PC for $30.
• So in conclusion there has been approximately 30 plus emails and around 15 plus phone calls including the ones from the UK (I haven’t kept them all) Hours of wasted time because of internet down time. Extra charges for phone data and peripheries and just total wretchedness all because your departments can’t communicate with one another.
• And still the internet does not work correctly and keeps dropping out and the iinet speed test is only 8.722 Mbps not 12Mbps as advertised, worst of all you have sent me a bill for $370.63.
  • Speed Score
    2
  • Reliability Score
    1
  • Support Score
    2
  • Value Score
    1
Service keeps dropping out.Slower than ADSL.Also Mobile service is up the crap.Ordered new Sim card as mine was faulty. New sim arrived went to activate.New Sim activated ,went to put into my phone just to find out that it was the wrong one.I gave them my phone details upon ordering,still ,they send the wrong one .Now without phone for 3 days until new one arrives. Need phone for business purposes. will loose considerable amount of money as I can not use phone. Beware before you deal with them. Been with them for 7 years. Time to leave
  • Service ADSL2
  • Location Perth
  • Activation 10+ days
  • 1
  • Speed Score
    1
  • Reliability Score
    1
  • Support Score
    1
  • Value Score
    1
If you have a choice stay far away from them do not go near them as they can't fulfill their service. It's like extracting tooth when dealing with them. We have lost connection several times in a month. We called and spent 1hr plus on the line going thru the same repeated questions and procedures. To which they don't even have the model type supplied in their system.

We have come to a stage whereby it's a chore just speaking to them. It's classed as a broad day light robbery as we are paying but not getting the service at all.

We have come to a stage where we requested for someone to come down which we were prepared to pay to have it fixed once and for all.

That too is falling on deaf ears. It's a year now. I still haven't seen anyone in person.
This whole experience is a nightmare.

Please save yourself go to other providers. My iiNet contract is up finally i can walk away.
Thank god for that.

  • Service ADSL2+
  • Location Sydney
  • Activation 10+ days
  • 1.5
  • Speed Score
    3
  • Reliability Score
    1
  • Support Score
    1
  • Value Score
    1
I am not sure if these are really actual or perhaps fake customer ID's who have given high ratings to technical support team from iiNet. My experiences like many others listed on this forum have been horrific. Recently moved houses and decided to continue with iiNet. Not only my plan was changed without my consent, price got hiked and the service dropped significantly.

I called technical support for help with constantly dropping network and slow speed, was assured a support within 3-5 working days but received no response for weeks. Have again raised complaint and hoping this time someone would look into it.

Technical support provided over the call is not helpful at all. Tone is rude mostly as if doing a favor taking my call.

I am seriously considering moving away and would not recommend them to anyone going forward. As they say, If you pay peanuts, you get monkeys.
  • Service ADSL2
  • Location Others
  • Activation 3 days
  • 8
  • Speed Score
    5
  • Reliability Score
    9
  • Support Score
    10
  • Value Score
    8
Fantastic Customer Service. Just moved house and decided to stay with iiNet. Moved into my new house and internet wasn't working. I spoke with tech support. They checked the line and thought there was a fault so they sent out a telstra technician within 1 working day. The technician thought it was a relocation fault so iiNet sent out another technician within a day. He checked my router and cabling and found that I had a faulty cable. Whilst totally embarrassed that I didn't check the cabling, iiNet (and the tech) were just fantastic. Quick service, great telephone support and now a working service. I would totally recommend iiNet to anyone.
  • Service ADSL
  • Location Adelaide
  • Activation 1 days
  • 1
  • Speed Score
    1
  • Reliability Score
    1
  • Support Score
    1
  • Value Score
    1
We have been having problems with line for long time having to call them frequently and got sick of it. wanted to cancel my account and have to pay account cancelation fees. well if they can't deliver the service then they should not be charging cancellation fees.
bad customer service. i demanded to speak to someone in Australia and that is too hard for them. stay away from these guys.
  • Service ADSL
  • Location Melbourne
  • Activation 10+ days
  • 1
  • Speed Score
    1
  • Reliability Score
    1
  • Support Score
    1
  • Value Score
    1
Reference number 304375525 - 12 months after my initial inquiry I am still dealing with invoicing issues. Despite my attempts to contact customer service and reconcile the billing issues, the problems continue. They have issued me over $3,000 in unwarranted billing charges, but continue to fail in preventing them in the future. It is shameful what they have put us through as a customer of over 7 years. I am stunned at how many times I have had to engage with the support team only to be let down on internet or billing mistakes. I desperately wanted to stay with this company to keep it easy but they just can't get it right. I am at the point of disbelief. DO NOT WORK WITH THEM.
  • Service ADSL2
  • Location Melbourne
  • Activation 10+ days
  • 3
  • Speed Score
    4
  • Reliability Score
    3
  • Support Score
    4
  • Value Score
    1
I have a bundle with iiNet, including mobile, landline and internet. I just went through an ordeal with them over the past 7 weeks. I had to call them 7 or 8 times as they don’t initiate any calls from their end. I received an invoice for excess charges for my mobile data of over $1,200. I hardly ever use my data or call and text allowances because I have a work phone that I use 5 days a week. iiNet insisted that the usage is real and no error on their part. So I reminded them of the excess spend control that I agreed with then where the service switches to emergency only once the excess spend limit is reached. Although I have an agreement with them that my excess spend is strictly limited to $200, they insist that they don’t hold up their end of the agreement and still charge the full amount. Only after speaking to my lawyer for advice, iiNet offered to refund some $560, still leaving me with extra expenses of over $300. Honestly, stay away from this provider.
  • Speed Score
    1
  • Reliability Score
    1
  • Support Score
    1
  • Value Score
    1
Been with IINET since Ozemail days, over 12 years. highly rated them up till a couple of years back. Now they are the worst company i have ever had to deal with. Zero customer support, drop outs all the time, I have faults that are well documented and they point blankly refuse to fix the problems. if you get to talk to somebody you'll get to do the same trouble shooting exercises repeatedly with the same outcome every time with no resolution to fix the problem. Don't bother with the TIO either, A toothless tiger who i feel are on IINET's books.
  • Speed Score
    5
  • Reliability Score
    1
  • Support Score
    1
  • Value Score
    1
Literally worthless. Every tech support person says something different and all are liars. No internet for a week now and after five calls I have literally no clue what is happening or if I'll ever have internet again