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 - NBN Tier 1(4) 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
    1
  • Reliability Score
    1
  • Support Score
    1
  • Value Score
    1
Appalling customer service, if they were my staff, they would be no longer in my employ.

On the 18th of August before moving home I booked in a relocation on the 28th October. We were asked to provide proof of sale which we did that included a copy of the contract of sale and a statement from our conveyancer confirming the settlement date.

On the 22 August I rang to confirm the relocation was to happen on the 28th which I was told yes, everything was in order.
Mid-afternoon on the 28th after not being connected I rang again and was told the transfer ‘should’ happen in the next 7 days. I stated it was not good enough as I had booked the change in well in advance, my voice annoyed yes, but not rude nor did I swear.

I was then put onto a supervisor who informed me the best they could do was have it installed in 7 days. When I asked is it 7 days because you are just booking it in now (again not rude) he hung up on me.

Interesting with iinet, everytime you speak with customer service you get an email asking how the service was, ironically with this call, no such email arrived.

Add to the woes it’s school holidays so kids have no internet whilst we are unpacking/ setting up new home.

If anything I state is false, I suggest iinet listen to call records and tell me where I am wrong!
  • Speed Score
    2
  • Reliability Score
    4
  • Support Score
    1
  • Value Score
    1
Disgraceful, changed over from ADSL to NBN and continued to get charged for ADSL as well as NBN. The only reason I know the changeover had occurred was our ADSL stopped working. When I questioned why I was still getting charged they said it was because I did not tell them to cancel the ADSL
  • 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.