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(43) Write Review

  • Speed Score
    10
  • Reliability Score
    5
  • Support Score
    1
  • 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.
  • Service ADSL2+
  • Location Brisbane
  • Activation 10+ days
  • 1
  • Speed Score
    1
  • Reliability Score
    1
  • Support Score
    1
  • 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.
  • Service ADSL
  • Location Sydney
  • Activation 10+ days
  • 1
  • Speed Score
    1
  • Reliability Score
    1
  • Support Score
    1
  • 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!
  • Speed Score
    8
  • Reliability Score
    1
  • Support Score
    1
  • 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.
  • Speed Score
    1
  • Reliability Score
    1
  • Support Score
    1
  • Value Score
    1
iiNet absolute disgrace , no service , no support , be prepared for nerve rucking experience , also if you call customer support - there is a big chance you would not understand a thing , poor English ,no menners . iiNet will go down very soon , have a look comments , it's all over the Internet , everyone is talking . Unhappy customers , unreliable internet provider ,waist of time and money , this is what you get if you go with iiNet !!!
  • 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
    2
  • Reliability Score
    1
  • Support Score
    2
  • Value Score
    1
Service keeps dropping out.Slower than ADSL.Also Mobile service is up the crap.Ordered new Sim card as mine was faulty. New sim arrived went to activate.New Sim activated ,went to put into my phone just to find out that it was the wrong one.I gave them my phone details upon ordering,still ,they send the wrong one .Now without phone for 3 days until new one arrives. Need phone for business purposes. will loose considerable amount of money as I can not use phone. Beware before you deal with them. Been with them for 7 years. Time to leave
  • Service ADSL2
  • Location Perth
  • Activation 10+ days
  • 1
  • Speed Score
    1
  • Reliability Score
    1
  • Support Score
    1
  • Value Score
    1
If you have a choice stay far away from them do not go near them as they can't fulfill their service. It's like extracting tooth when dealing with them. We have lost connection several times in a month. We called and spent 1hr plus on the line going thru the same repeated questions and procedures. To which they don't even have the model type supplied in their system.

We have come to a stage whereby it's a chore just speaking to them. It's classed as a broad day light robbery as we are paying but not getting the service at all.

We have come to a stage where we requested for someone to come down which we were prepared to pay to have it fixed once and for all.

That too is falling on deaf ears. It's a year now. I still haven't seen anyone in person.
This whole experience is a nightmare.

Please save yourself go to other providers. My iiNet contract is up finally i can walk away.
Thank god for that.

  • Service ADSL2+
  • Location Sydney
  • Activation 10+ days
  • 1.5
  • Speed Score
    3
  • Reliability Score
    1
  • Support Score
    1
  • Value Score
    1
I am not sure if these are really actual or perhaps fake customer ID's who have given high ratings to technical support team from iiNet. My experiences like many others listed on this forum have been horrific. Recently moved houses and decided to continue with iiNet. Not only my plan was changed without my consent, price got hiked and the service dropped significantly.

I called technical support for help with constantly dropping network and slow speed, was assured a support within 3-5 working days but received no response for weeks. Have again raised complaint and hoping this time someone would look into it.

Technical support provided over the call is not helpful at all. Tone is rude mostly as if doing a favor taking my call.

I am seriously considering moving away and would not recommend them to anyone going forward. As they say, If you pay peanuts, you get monkeys.
  • Service ADSL2
  • Location Others
  • Activation 3 days
  • 8
  • Speed Score
    5
  • Reliability Score
    9
  • Support Score
    10
  • Value Score
    8
Fantastic Customer Service. Just moved house and decided to stay with iiNet. Moved into my new house and internet wasn't working. I spoke with tech support. They checked the line and thought there was a fault so they sent out a telstra technician within 1 working day. The technician thought it was a relocation fault so iiNet sent out another technician within a day. He checked my router and cabling and found that I had a faulty cable. Whilst totally embarrassed that I didn't check the cabling, iiNet (and the tech) were just fantastic. Quick service, great telephone support and now a working service. I would totally recommend iiNet to anyone.