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(26) Write Review

  • Speed Score
    3
  • Reliability Score
    1
  • Support Score
    1
  • Value Score
    1
Very bad customer support. Endless waiting times on hold. Will give you near impossible 'troubleshooting' tasks and still not help. Very unreliable internet connection. Congestion +++. Was with westnet before which was brilliant.
  • Service ADSL2+
  • Location Perth
  • Activation 10+ days
  • 4.75
  • Speed Score
    5
  • Reliability Score
    7
  • Support Score
    5
  • Value Score
    2
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.
  • Service Naked DSL
  • Location Melbourne
  • Activation 10+ days
  • 1
  • Speed Score
    1
  • Reliability Score
    1
  • Support Score
    1
  • Value Score
    1
I have been with iiNet for 12.5 years and if you look at prior feedback I have given ...before 12 months...I was always highly appreciative of your service and staff....not now
It takes ages now for call back...all the time.

My latest beef is that because i have chosen to try and pay my bill ahead of time....I used my credit card so your system declared that my details were out of date....who told it so....not me the customer.

My details are very much still current and then the system cut my service off with out even allowing me an oppportunity to discuss the matter.....did I say "with out notice"..............I am soooooooooooooooo pissed off.

I used to highly recommend iiNet, but now I tell people no and will go on to tell my tale to others. I am considering other options now for the first time in 12.5 YEARS. Did I tell you I had been a customer that long? NOT HAPPY.

Then I went to send this the first time and missed ticking one of the first questions and it cleared this box so I had to type it again.....how about making all your systems customer friendly rather than working against the customer.
  • Service ADSL2
  • Location Others
  • Activation 8 days
  • 1
  • Speed Score
    1
  • Reliability Score
    1
  • Support Score
    1
  • Value Score
    1
The worst company i have ever had to deal with ever i rather go chase crocodiles then have to ring these people up everyweek with constant problems and zlow service and huge wait times to get through
  • Service Cable
  • Location Mildura
  • Activation 10+ days
  • 3.25
  • Speed Score
    9
  • Reliability Score
    1
  • Support Score
    1
  • Value Score
    2
HFC FIBRE MILDURA ... Don't, just don't.
Node 11 is highly congested to the point customers are being kicked from the network.
They don't care.
  • Service ADSL2+
  • Location Perth
  • Activation 10+ days
  • 1.25
  • Speed Score
    1
  • Reliability Score
    1
  • Support Score
    1
  • Value Score
    2
Absolutely the worst!!! Never have i ever been so frustrated and disappointed with anything in my life before.

You want to know how i feel about every aspect of the iinet experience??? I would rather cut my legs off with a bloody 2B pencil then cut my hands off with my legs!!! And if the bad service, absolutely horrendous internet speeds and obnoxious automated phone service wasn't bad enough, the bastards try to tell me i have to pay for everything and anything even after multiple complaints about hidden fees and fees not agreed upon in t's & c's.

To summarise, iinet can eat shite and bugger off.
  • Service ADSL2+
  • Location Sydney
  • Activation 1 days
  • 8.5
  • Speed Score
    9
  • Reliability Score
    9
  • Support Score
    9
  • Value Score
    7
I have been a long term customer for IInet, perhaps 4+ years. I have found their support to be helpful and their overall service to be great. In 4 years, I have only witnessed one outage on their network. They provide un-metered quota for Netflix and Xbox and a few other sites which is helpful. My speed is 17Mbps on ADSL2+ which is quite great, I am a 15 walk from the exchange, but this is better than some of my friends which are closer.

They outsource their support to South Africa which I find is interesting, but also effective. I find they have better english skills than some of the other companies that outsource elsewhere (TPG, I'm talking to you)

Overall, I am quite happy with IInet, the only downside is their modems are kind of bad, but oh well!
  • Service ADSL2
  • Location Sydney
  • Activation 10+ days
  • 5.75
  • Speed Score
    8
  • Reliability Score
    5
  • Support Score
    3
  • Value Score
    7
We have used IINET over the last three years since moving to our house. At the beginning, the service was great. The speed and reliability was good and the technical support was very helpful.

Over the last two years we have had a lot of realiability issues. Early last year (2016), we were without internet for 3 weeks. During this time, technical support provided trouble shooting however it always came down to the user not understanding and technical support being quite frustrated, non helpful of the situation and on top of it not proactive in resolution of the problem. After three weeks after a technician went to our exchange it was identified that someone had accidently shut down our wiring. This was rectified. In early 2017 (this year)the same thing occur. This time however when I called technical support the support week was far from helpful, sighing a lot, empty pauses with no explanation (one time up to 10 minutes long until I hung up). When the technician came he did not call us first and rocked up to an empty house. He made us drive 45 minutes back home and cancelling our dinner plans so as he can look at our phone infrstructure. He then informed us that he will need to go to the exchange to check and will call us back. Neitherless to say this did not happen. After a week went by (now 2 weeks without internet), the technical support said there was no records on file of anyone ever calling them of an issue.

I was infuriated so much I can the internet on the spot.
  • Service ADSL2+
  • Location Sydney
  • Activation 10 days
  • 9
  • Speed Score
    7
  • Reliability Score
    9
  • Support Score
    10
  • Value Score
    10
Moving in to a new apartment we had a few issues getting the internet hooked up. We had to get a technician out to hook it up but I think this was more an issue with the apartment and not the service provider. iiNet service was fantastic the whole time, when we first started with them I had a lot of questions and they were quite patient with explaining all of the options that I had and helping me to make the right decision. After choosing the plan that I wanted to go on, we had some difficulty with the existing infrastructure in my apartment, but my questions and concerns were always addressed and I was never made to feel like I was overreacting or that I should just wait it out and shut up. The technicians that came to set up everything were really clean, polite and well mannered, careful of our apartment and the things in it. They went about their job really professionally. There was a little stuff up with the modem as well, we got sent and charged for one that we didn’t need (as we were using one from a previous address.) This was simply a miscommunication though and was resolved quickly with a call to customer care. Again, the service I received was excellent and the issue was resolved with an apology from them and a credit to our account above the cost we had been charged for the modem. We got a call about a week later just to check in with us and make sure that everything was okay, which I thought was a really nice personal touch from a service provider that you wouldn’t expect.

In terms of speed and reliability, the service is great. The internet is fast and reliable, which is really important for us in our house. Any technical support when we are having issues is undertaken quickly and efficiently, with easy to understand support staff to speak to on the other end. Occasionally there will be a bit of a wait for tech support or to speak to customer care but this isn’t really an issue and should be expected when calling a telco. I recommend iiNet to my friends because I think that the service they give sets them well apart from the crowd and is what really makes a difference when choosing a service provider.
  • Service ADSL
  • Location Melbourne
  • Activation 2 days
  • 7
  • Speed Score
    8
  • Reliability Score
    8
  • Support Score
    4
  • Value Score
    8
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!