• Service NBN Tier 1
  • Location Geelong
  • Activation 3 days
  • 5.25
  • Speed Score
  • Reliability Score
  • Support Score
  • Value Score
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.


Rod Upward
Geelong, Australia.
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