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(74) Write Review

  • Speed Score
    1
  • Reliability Score
    1
  • Support Score
    1
  • Value Score
    1
We were told it would take up to 5days to receive our order of NBN and fetch tv. It's now been 6wks!!! I have emailed to complain and received no answer. I've phoned 5 times each time. We are told 48hrs and someone will contact you and no one ever does. They have told us twice we would receive our order in 5days time. Everyone customer service advisor tells me they are very sorry and it has been esculated in priority but nothing happens. Very disappointed with iinet, will cancel at the end of the week if we don't get our order. I do not recommend this company at all, they are very bad at customer communication and they don't provide the service they promise.
  • Speed Score
    8
  • Reliability Score
    7
  • Support Score
    1
  • Value Score
    1
Not happy with iinet sales process. Moved house so they did a callback on our move date to start the 3-7 business day process. Then over the phone I said I don't want the extra channels which is one of the fetch options on their internet order page. But sales guy took this as I don't want the free fetch box either. In the meantime I received my modem and internet is on, but no fetch box. In order to get fetch box, they want to cancel my brand new subscription and they want to switch off my internet and I should send back the modem and then they'll send me new modem and fetch box. So I will be without internet for 3-7 business days... fun. Moral of the story: don't order over the phone, rather order online.
  • Service ADSL2+
  • Location Others
  • Activation 10+ days
  • 1
  • Speed Score
    1
  • Reliability Score
    1
  • Support Score
    1
  • Value Score
    1
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+.
  • Speed Score
    2
  • Reliability Score
    1
  • Support Score
    1
  • Value Score
    1
I recently requested re location service from iinet and order was dragged almost one month. During this period they never update with the status. I had to call every week and all the time I had to explain whole story from the beginning. Even then CSR were not able to check the status. What they said was order stuck in NBN without any proper reason and asked me to wait til 5-7 days. Even after that period similar status. But they took all the charges in advanced and the they kept debiting my account for monthly charge for nothing.

Then I asked them to cancel the whole service due to this issue. Even then they took more than one week to cancel the service. Offshore CSR service is so poor and disgusting. Currently I am still waiting to get the refund.

Then I went with another Service Provider (Aussie Broadband) after submitting the request within 3 hours I got the service.

I never recommend iiNet for anyone.
  • Speed Score
    1
  • Reliability Score
    1
  • Support Score
    1
  • Value Score
    1
Terrible service, constant issues with internet dropping out or not getting speed that was promised. I have spent 8hrs on the phone over a four week period to fix my internet which they took a week to fix and then same problem again 2 weeks later NO INTERNET. When I told them I was cancelling my month to month contract because I was not happy with their service I was promised a months credit and credit for all my downtime if I stayed with them. I said ok but if it keeps happening I will change providers. Two weeks later no internet again and when I called they said they will get back to me within 24 to 48 hours to let me know when someone will come out to fix it. I told them that's not good enough and cancel my service. It took 2 hours on the phone just tocancel my internet with them. Then I received an email telling me that they are only giving me a $9.50 credit followed by another email saying that my new invoice is due by the 30th May for $90. I can definitely say that they won't be getting any payment from me for the above amount. This company lacks customer service, honesty and integrity. All they worry about is ripping people off. When I was on adsl I was with Optus and stayed with them for 15 years, When nbn became available I chose iinet because they sponsor the Hawthorn football club so as a loyal Hawthorn nember I chose iinet. What a big mistake that was. Bottom line is, If you want reliable internet and good customer service then iinet is not for you.
  • Service ADSL2
  • Location Others
  • Activation 10+ days
  • 1
  • Speed Score
    1
  • Reliability Score
    1
  • Support Score
    1
  • Value Score
    1
Have not been able to deliver an internet connection in over three weeks, have not been able to provide a timeframe for connection, have no returned calls when promised, argue over the phone with you when backtracking over what has been previously promised. Avoid
  • Speed Score
    4
  • Reliability Score
    4
  • Support Score
    1
  • Value Score
    3
My phone disconnected and given a $1400 bill for overseas use despite downloads off, wifi used and a $200 limit on the phone? After 13 years with iiNet I have to move on after bad service and no solution offered. Also I moved from iiNet to Aussie Broadband electing their slowest speed on the NBN which is faster than iiNet's mid speed option. Many years ago iiNet was good but now they are all about making money first and putting customers last from my experience.
  • Speed Score
    6
  • Reliability Score
    2
  • Support Score
    1
  • Value Score
    1
Maybe you'll have a better experience, but.....
Crikey! What clowns!
We ordered, they sent a guy to install cable (unannounced). No worries, we can make that work. They sent out the equipment. Good. I installed equipment. Fetch didn't work. Called them. They couldn't fix it - "Provisioning" will "get back to us". They didn't.
Unexpectedly, another set of equipment arrives. We call them. They have no idea how it has gone wrong, or how to fix it. They'll "call us back". They don't.
We finally call them. They can't make sense of previous notes/situation. Put us on hold for half an hour. We give up.
They finally SMS weeks later that we need to resubmit the application. WTF! We call. They want ALL the equipment - modem, Fetch, NBN box - sent back and then we can resubmit the application. Really? Yes, it's "the only way". No.
Whatever you do, think twice before you join them.
  • Speed Score
    1
  • Reliability Score
    1
  • Support Score
    1
  • Value Score
    1
iiNet hijacked the line from my current provider over a weekend when set up team don't work and then informed me they could not start the service because (despite the sales person confirming I could use my current NBN enabled modem) I did not have an iinet modem. Tech support told me to order a modem which would take 5 days to arrive or no iinet service. So after hours of time chasing these fools around I've ditched iinet and resumed my service with Aussie. This company is pure vermin. DO NOT use them
  • Service ADSL
  • Location Melbourne
  • Activation 10+ days
  • 1.5
  • Speed Score
    3
  • Reliability Score
    1
  • Support Score
    1
  • Value Score
    1
If there was a zero star rating I would have selected that; which is a shame as I use to be a huge advocate. Ongoing drop outs over a very long period and awful support (support use to be great). I asked for help many times and with either no response or adequate support I said I would escalate to the ombudsman if I didn't receive a response by a certain date and time. Amazingly, this didn't even get a response!!!

However, having lodged with the ombudsman I did get a response, and I thought great, now I'm dealing with someone who wants to sort this out. How wrong I was. To be fair, I was super frustrated and over the whole thing so I'm sure that clouds my opinion, but even taking that into consideration it seemed the guy I was dealing with wanted to blame me and was borderline passive aggressive - of course just my opinion. But extraordinary when this is someone who's meant to be sorting out something that's gone to the Ombudsman.

On two occasions only - amongst many interactions - I got amazing people to deal with and one girl in particular was a standout. Knowledgeable, proactive and empathetic. But you never get to deal with the same person twice. Eventually this was found to be either an iinet or a Telstra issue but who would know as a) the guy put in charge to deal with this has not explained what has happened and b) they made some poor guy ring me up to ask me if I'm still having drop out's who was way out of his depth technically and given the lengthy ongoing situation and my frustration (I felt so sorry for him - they should never have given him this job). So its a lot better, not perfect but I'm non the wiser what occurred and am so very very very disappointed that a company that I once raved about and recommended that people use is systematically awful across the board. Really awful!!!!