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(79) Write Review
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Service ADSL2+
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Location Melbourne
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Activation 10+ days
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Speed Score
1
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Reliability Score
1
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Support Score
1
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Value Score
1
To say that dealing with iiNet is a nightmare, would be a massive understatement. Their customer service is atrocious, they lie and mislead their customers. The amount of time I have spent on the phone with them over the last few days( after an outage on Friday 12/5/18) would equate to a full month refund on my account. Still don't have Internet or land line, and they are refusing to fix the issue and are bullying me into agreeing to a wrong call out fee, to which I refuse on the grounds that they themselves have found there is a fault with the actual telephone line, which is owned by Telstra, and they won't fix it ! Disgraceful behaviour, big bully tactics! Be aware be very aware when dealing with this INCOMPETANT excuse for a service provider!
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Service NBN Tier 3
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Location Brisbane
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Activation 10+ days
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Speed Score
1
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Reliability Score
1
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Support Score
1
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Value Score
1
My fibre account was accidentally disconnected by iinet over two months ago, I understand that mistakes happen, but I don't understand why it can take over two months to reconnect my service!
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Service NBN Tier 1
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Location Others
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Activation 1 days
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Speed Score
1
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Reliability Score
1
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Support Score
1
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Value Score
9
iinet has proved to be a nightmare!!!
We have been having problems with the speed and many times no internet at all.
Lately we have been having problems with the modem which disconnects the wifi.
We have been trying to fix it and when the problem came back the company simply refuses to change the modem.
I had to go away for 3 weeks and the way they have been communicating with my husband is simply appalling!!!!
I will be lodging a complaint!!!
We have been having problems with the speed and many times no internet at all.
Lately we have been having problems with the modem which disconnects the wifi.
We have been trying to fix it and when the problem came back the company simply refuses to change the modem.
I had to go away for 3 weeks and the way they have been communicating with my husband is simply appalling!!!!
I will be lodging a complaint!!!
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Service NBN Tier 1
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Location Newcastle
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Activation 10+ days
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Speed Score
3
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Reliability Score
5
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Support Score
1
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Value Score
7
I have been with iinet for just over a year. Have experienced many dropouts over this period (sometimes for several days at a time) & iinet are far too happy to palm off the problem to NBNCo. Very frustrating that when you call to report problems with your internet you have to listen to the automated messages/adverts telling you that you don’t need to be on the phone & can simply manage your account online (which would be fine if I wasn’t calling because of an outage)! When I renewed my plan I selected no modem as I already had an existing one & they still tried to charge me for shipping of the modem I didn’t order! To their credit this was refunded but I still had to spend ages on the phone explaining the problem (which shouldn’t have been that difficult to understand). I am currently without internet at my new property... still waiting for service! On the plus side when I do have internet, i have never exceeded my download limit & it is fairly priced. Speeds rate poor to average.
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Service ADSL2+
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Location Melbourne
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Activation 10+ days
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Speed Score
7
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Reliability Score
9
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Support Score
8
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Value Score
9
I've been with iinet for almost 4 years now and it's a carefree, easy service that requires minimal intervention on my part. They're reliable in terms of service - I've only been impacted by outages two or three times during the past few years. I would prefer more reliable speeds and better network congestion management (once it hits 7pm on a weekday things can slow significantly). I know iiNet is subject to the wholesalers installing better technology to enable this, so in the meantime I'm happy with their service.
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Service NBN Tier 3
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Location Others
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Activation 10+ days
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Speed Score
1
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Reliability Score
1
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Support Score
1
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Value Score
1
Absolutely the worst ISP i ever used. At this busiest office hour, iinet network down for more than half day. Technician came and entered wrong serial numbers on our modem and left with no network for us. Constantly drop, very slow connection. unreliable.
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Service NBN Tier 1
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Location Geelong
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Activation 3 days
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Speed Score
10
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Reliability Score
5
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Support Score
1
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Value Score
5
I have been a reliable paying customer with Iinet for two years and three months. I noticed that the original plan I signed up for, (which was a month-by-month) internet telephony / broadband plan was redundant and saw I could get a faster speed and save around $10 per month from going on to another plan.
That was the beginning of my nightmare customer service experience. I might add previous to this point I had a good customer experience.
Material Facts:
1. Around one week ago I noticed after I transferred to my new plan that I had no VOIP.
1a. I note after I agreed to the new plan that I had to also make a verbal contract to waiver any compensation for my VOIP service if it was not working. That should have been an alarm bell for me, however, the guy reassured me when I changed that it was not an issue.
2. After not having my VOIP working for a couple of days I contact IiNet. I had a pleasant conversation with a lady from Cape Town, South Africa who assured me that, 'it would probably be fixed within twenty four hours.'
3. I waited for a couple of days, no one called me back, the phone still wasn't working and so I rang up.
4. I left a message for a call back. They called me back and I waited for someone to answer after going through the process of approving I was ready to be talked to and then the other end simply hanged up without anyone talking to me. This happened a couple of times before I was able to get through to someone from technical support.
5. By this point I had gone from a happy customer to an unhappy customer. I was told that, 'they would escalate it' and when I asked, 'why had they not already done that after the first twenty four hours?' I got no response.
The worst thing about this conversation was that the Iinet person I spoke to kept interrupting when I was talking. She then accused me of talking over her, which I pointed out I was not doing. She then hung up on me.
I am now looking for another provider who does not treat customers like they don't matter.
Sincerely
Rod Upward
Geelong, Australia.
That was the beginning of my nightmare customer service experience. I might add previous to this point I had a good customer experience.
Material Facts:
1. Around one week ago I noticed after I transferred to my new plan that I had no VOIP.
1a. I note after I agreed to the new plan that I had to also make a verbal contract to waiver any compensation for my VOIP service if it was not working. That should have been an alarm bell for me, however, the guy reassured me when I changed that it was not an issue.
2. After not having my VOIP working for a couple of days I contact IiNet. I had a pleasant conversation with a lady from Cape Town, South Africa who assured me that, 'it would probably be fixed within twenty four hours.'
3. I waited for a couple of days, no one called me back, the phone still wasn't working and so I rang up.
4. I left a message for a call back. They called me back and I waited for someone to answer after going through the process of approving I was ready to be talked to and then the other end simply hanged up without anyone talking to me. This happened a couple of times before I was able to get through to someone from technical support.
5. By this point I had gone from a happy customer to an unhappy customer. I was told that, 'they would escalate it' and when I asked, 'why had they not already done that after the first twenty four hours?' I got no response.
The worst thing about this conversation was that the Iinet person I spoke to kept interrupting when I was talking. She then accused me of talking over her, which I pointed out I was not doing. She then hung up on me.
I am now looking for another provider who does not treat customers like they don't matter.
Sincerely
Rod Upward
Geelong, Australia.
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Service ADSL2+
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Location Brisbane
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Activation 10+ days
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Speed Score
1
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Reliability Score
1
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Support Score
1
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Value Score
1
Basically I pay them for nothing. I’ve going through the ombudsman to try and get out of the contract. When the internet works I usually get speeds under 1.5 Mbps and it’s a miracle if it goes over 3. More often than not they don’t even meet their service gaurantee. Every time I ring to get it looked at I spend an hour going through the same diagnostics and get the same result.
Their tech support doesn’t even know about latency.
A big fat waste of time and money.
Their tech support doesn’t even know about latency.
A big fat waste of time and money.
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Service ADSL
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Location Sydney
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Activation 10+ days
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Speed Score
1
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Reliability Score
1
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Support Score
1
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Value Score
1
THE WORST INTERNET PROVIDER EVER!
1. When we signed up with iiNet, the sales staff promised us speeds of 8-20mbps. We're getting mostly no internet and sometimes able to get 0.5mbps (EXTREMELY SLOW)
2. We were promised a credit by 3 staff members, which was never applied even after following up on multiple occasions.
3. Support staff called me at 10:30pm on a Friday night and 4:45am on a Saturday morning! (CRAZY!!)
Finally after contacting the TIO, they have "graciously" agreed to release us from our contract.. Wasted countless hours and have been unable to work from our home office due to the poor service.
If I could give 0 stars I would..
STAY AWAY FROM iiNet!
1. When we signed up with iiNet, the sales staff promised us speeds of 8-20mbps. We're getting mostly no internet and sometimes able to get 0.5mbps (EXTREMELY SLOW)
2. We were promised a credit by 3 staff members, which was never applied even after following up on multiple occasions.
3. Support staff called me at 10:30pm on a Friday night and 4:45am on a Saturday morning! (CRAZY!!)
Finally after contacting the TIO, they have "graciously" agreed to release us from our contract.. Wasted countless hours and have been unable to work from our home office due to the poor service.
If I could give 0 stars I would..
STAY AWAY FROM iiNet!
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Service Naked DSL
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Location Perth
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Activation 5 days
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Speed Score
8
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Reliability Score
1
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Support Score
1
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Value Score
1
I've paid for a full month for the unlimitless data option for 69.99. They sent an SMS that it was activated on the 22nd of December 2017. It only started working 5 days later. On Tuesday the 9th of January, it randomly dropped and stopped working. After numerous calls to their customer service (WORST customer service I've encountered in Australia by the way), I was told to switch off the modem, reboot or try a new cable, all of which failed. Only getting a tech person sent to fix the issue today, 6 days later. So in total we've lost about 11 days of Wi-Fi, almost half a month, when we paid for a full month! If you're looking for good and reliable service, and a customer service team that actually knows what they're doing and can help, do NOT go with iiNet. Highly disappointed.
