I have been in an ongoing saga with iiNet for 4 months now trying to get a refund for an NBN pre-order that they did not deliver on the time frame allocated when I signed up. I'd be typing for hours if I had to go through it all, but the long story short is that they couldn't deliver as promised, I moved house and not only did they fail to disconnect my ADSL 2 service, they also failed to cancel the NBN order they were unable to deliver on. It took 2 months and multiple phone calls and emails to get refunded for the two extra months of ADSL they automatically deducted from my bank.

I pre-paid for the NBN $150 and I'm now going on 4 months trying to get a refund for that, with weekly emails to them that go ignored or have inaccurate replies saying I'm not owed a refund, then I am owed one, apologies - one is coming, etc. It's a complete circus of incompetence!

I've now had to lodge a complaint with the Telecommunications Industry Ombudsman today. I emailed iiNet to 3 different email addresses 2 days ago advising if I didn't receive communication from them ASAP that I would be lodging a complaint with the TIO and leaving my experience on every review site possible and I received zero replies from the 3 different addresses apart from the automated "we received your email" messages.

In regards to the actual ADSL2 service, I often couldn't even use my wireless or even direct connection to the internet service with iiNet because the speeds were so poor. At best, most days I was getting 2Mbps and couldn't load a simple website. I regularly had to use my mobile phone data because it was getting speeds of 15Mbps+.