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(79) Write Review
-
Service ADSL2
-
Location Sydney
-
Activation 10+ days
-
-
Speed Score
8
-
Reliability Score
5
-
Support Score
3
-
Value Score
7
We have used IINET over the last three years since moving to our house. At the beginning, the service was great. The speed and reliability was good and the technical support was very helpful.
Over the last two years we have had a lot of realiability issues. Early last year (2016), we were without internet for 3 weeks. During this time, technical support provided trouble shooting however it always came down to the user not understanding and technical support being quite frustrated, non helpful of the situation and on top of it not proactive in resolution of the problem. After three weeks after a technician went to our exchange it was identified that someone had accidently shut down our wiring. This was rectified. In early 2017 (this year)the same thing occur. This time however when I called technical support the support week was far from helpful, sighing a lot, empty pauses with no explanation (one time up to 10 minutes long until I hung up). When the technician came he did not call us first and rocked up to an empty house. He made us drive 45 minutes back home and cancelling our dinner plans so as he can look at our phone infrstructure. He then informed us that he will need to go to the exchange to check and will call us back. Neitherless to say this did not happen. After a week went by (now 2 weeks without internet), the technical support said there was no records on file of anyone ever calling them of an issue.
I was infuriated so much I can the internet on the spot.
Over the last two years we have had a lot of realiability issues. Early last year (2016), we were without internet for 3 weeks. During this time, technical support provided trouble shooting however it always came down to the user not understanding and technical support being quite frustrated, non helpful of the situation and on top of it not proactive in resolution of the problem. After three weeks after a technician went to our exchange it was identified that someone had accidently shut down our wiring. This was rectified. In early 2017 (this year)the same thing occur. This time however when I called technical support the support week was far from helpful, sighing a lot, empty pauses with no explanation (one time up to 10 minutes long until I hung up). When the technician came he did not call us first and rocked up to an empty house. He made us drive 45 minutes back home and cancelling our dinner plans so as he can look at our phone infrstructure. He then informed us that he will need to go to the exchange to check and will call us back. Neitherless to say this did not happen. After a week went by (now 2 weeks without internet), the technical support said there was no records on file of anyone ever calling them of an issue.
I was infuriated so much I can the internet on the spot.
-
Service ADSL2+
-
Location Sydney
-
Activation 10 days
-
-
Speed Score
7
-
Reliability Score
9
-
Support Score
10
-
Value Score
10
Moving in to a new apartment we had a few issues getting the internet hooked up. We had to get a technician out to hook it up but I think this was more an issue with the apartment and not the service provider. iiNet service was fantastic the whole time, when we first started with them I had a lot of questions and they were quite patient with explaining all of the options that I had and helping me to make the right decision. After choosing the plan that I wanted to go on, we had some difficulty with the existing infrastructure in my apartment, but my questions and concerns were always addressed and I was never made to feel like I was overreacting or that I should just wait it out and shut up. The technicians that came to set up everything were really clean, polite and well mannered, careful of our apartment and the things in it. They went about their job really professionally. There was a little stuff up with the modem as well, we got sent and charged for one that we didn’t need (as we were using one from a previous address.) This was simply a miscommunication though and was resolved quickly with a call to customer care. Again, the service I received was excellent and the issue was resolved with an apology from them and a credit to our account above the cost we had been charged for the modem. We got a call about a week later just to check in with us and make sure that everything was okay, which I thought was a really nice personal touch from a service provider that you wouldn’t expect.
In terms of speed and reliability, the service is great. The internet is fast and reliable, which is really important for us in our house. Any technical support when we are having issues is undertaken quickly and efficiently, with easy to understand support staff to speak to on the other end. Occasionally there will be a bit of a wait for tech support or to speak to customer care but this isn’t really an issue and should be expected when calling a telco. I recommend iiNet to my friends because I think that the service they give sets them well apart from the crowd and is what really makes a difference when choosing a service provider.
In terms of speed and reliability, the service is great. The internet is fast and reliable, which is really important for us in our house. Any technical support when we are having issues is undertaken quickly and efficiently, with easy to understand support staff to speak to on the other end. Occasionally there will be a bit of a wait for tech support or to speak to customer care but this isn’t really an issue and should be expected when calling a telco. I recommend iiNet to my friends because I think that the service they give sets them well apart from the crowd and is what really makes a difference when choosing a service provider.
-
Service ADSL
-
Location Melbourne
-
Activation 2 days
-
-
Speed Score
8
-
Reliability Score
8
-
Support Score
4
-
Value Score
8
We have been with iinet for quite some time now, since 2009. We have ADSL2+ and a home phone (weird I know) with them. As we had signed up some time ago, the plan that we originally signed up with no longer existed, so they transferred the plan to another one without our knowledge or consent. The plan did have a few more inclusions and was a few dollars more expensive the original so it led me to think, a) is this acceptable and b) what else are they hiding from us. My husband wasn't phased by it at all however I wasn't happy. I can only assume that they didn't want to loose a customer, however I do not think that they should have automatically changed our pln withoutour consent. WhenI contacted them, they advised me that the plan no longer existed so they had no choice but to change us. I advised they should have contacted ua to advise that this was going to.occur. Silence. A while later we negotiated a discount on our bill, you don't ask you don't get!
So needless to say that their customer service leaves a little to be desired. It is very scripted and regimented and quite frustrating to say the least. I have had the pleasure of contacting customer service and customer support on a couple of occasions. One time I was on hold for 45 minutes and the other 2. It's all scripted and they find it difficult to deviate from the script which is quite frustrating at times. I can appreciate that they have a job to do, but it just seems like they are mindless robots. Customer service is a 5.
On the plus side, their plan and data inclusions are quite good. The speed works well and when there are no issues with the system (I have only had to contact them twice in all of the years that I have been with them so that's a pretty good run!) We've had no issues with the Internet or the connection at any stage orher than when the home phone (aka BOB) was playing up. They sent us a new one which again didn't work so we just purchased a new phone. Didn't love the phone that the BOB had anyway. So in a nutshell wouldI recommend them? Unfortunately you can't ensure that you won't have issues and have to call them, but if you don't have to, they're great!
So needless to say that their customer service leaves a little to be desired. It is very scripted and regimented and quite frustrating to say the least. I have had the pleasure of contacting customer service and customer support on a couple of occasions. One time I was on hold for 45 minutes and the other 2. It's all scripted and they find it difficult to deviate from the script which is quite frustrating at times. I can appreciate that they have a job to do, but it just seems like they are mindless robots. Customer service is a 5.
On the plus side, their plan and data inclusions are quite good. The speed works well and when there are no issues with the system (I have only had to contact them twice in all of the years that I have been with them so that's a pretty good run!) We've had no issues with the Internet or the connection at any stage orher than when the home phone (aka BOB) was playing up. They sent us a new one which again didn't work so we just purchased a new phone. Didn't love the phone that the BOB had anyway. So in a nutshell wouldI recommend them? Unfortunately you can't ensure that you won't have issues and have to call them, but if you don't have to, they're great!
-
Service ADSL2+
-
Location Others
-
Activation 2 days
-
-
Speed Score
10
-
Reliability Score
9
-
Support Score
4
-
Value Score
10
Before I started working at home last 2016, our initial plan was ADSL2. Normal browsing and streaming video was great. However, since I needed more bandwidth for my online jobs, we decided to up it up ADSL2+ with 200GB per month. We are quite happy with this plan as it is affordable, an 8/10 rating on the transition side from ADSL2 to ADSL2+.
Customer service is a rating of 6/10. For any technical issues, they will insist on asking you to troubleshoot while on the phone with them even if you told them you already did all the basics (my husband and I are tech-savvy people and we know how to go through no connection or DNS issues).
We find this a waste of valuable time. We also didn't like how some tech support reps we speak to would hold back valuable information just to make a package upgrade. This happened last year when we switched our plan.
The customer service rep who handled our switch from previous plan to the next didn't advise us the waiting period. My work got delayed for almost 48 hrs and the result was not good. We found out that our plan was messed up by the last rep who processed it.
Clearly the person who handled our account was not an expert in using iiNet's systems/tools. I had to apologise to my clients for late submission of work. 2 days we had the same issue when we used up 199GB of our allotted data.
We added 10GB and we literally had no internet connection for 2 hours. We had to call at least 2x before somebody had the sense to speed up the process as I have reports to submit. We were not even assured of a credit adjustment on our bill as we lost 2 hrs of internet.
Pretty much, I didn't see any sense of urgency, integrity, and accuracy in the way the reps had handled our account. The speed, reliability, and value for money are all good but customer service needs an overhaul.
Customer service is a rating of 6/10. For any technical issues, they will insist on asking you to troubleshoot while on the phone with them even if you told them you already did all the basics (my husband and I are tech-savvy people and we know how to go through no connection or DNS issues).
We find this a waste of valuable time. We also didn't like how some tech support reps we speak to would hold back valuable information just to make a package upgrade. This happened last year when we switched our plan.
The customer service rep who handled our switch from previous plan to the next didn't advise us the waiting period. My work got delayed for almost 48 hrs and the result was not good. We found out that our plan was messed up by the last rep who processed it.
Clearly the person who handled our account was not an expert in using iiNet's systems/tools. I had to apologise to my clients for late submission of work. 2 days we had the same issue when we used up 199GB of our allotted data.
We added 10GB and we literally had no internet connection for 2 hours. We had to call at least 2x before somebody had the sense to speed up the process as I have reports to submit. We were not even assured of a credit adjustment on our bill as we lost 2 hrs of internet.
Pretty much, I didn't see any sense of urgency, integrity, and accuracy in the way the reps had handled our account. The speed, reliability, and value for money are all good but customer service needs an overhaul.
-
Service ADSL2+
-
Location Perth
-
Activation 1 days
-
-
Speed Score
7
-
Reliability Score
7
-
Support Score
6
-
Value Score
6
Have been with iiNet since 2010. iiNet was the bigger ISP provider in WA as they acquisition with Netspace and westnet. For us, we are migrate from Netspace wtihout any notice. Speed was remaining the same but sometime will be hang off, that why I won't said "it reliable".
Technical Support was worst as well. Many attempts made for a call back service but the calls continually drop out when they call back. It is because the technical centre was out source now.
I won't said iiNet is value for Money as well. Many ISP provider can provide the discount plan, loyalty plan with high speed, but they won't.
Technical Support was worst as well. Many attempts made for a call back service but the calls continually drop out when they call back. It is because the technical centre was out source now.
I won't said iiNet is value for Money as well. Many ISP provider can provide the discount plan, loyalty plan with high speed, but they won't.
-
Service ADSL2+
-
Location Perth
-
Activation 1 days
-
-
Speed Score
7
-
Reliability Score
7
-
Support Score
6
-
Value Score
6
Have been with iiNet since 2010. iiNet was the bigger ISP provider in WA as they acquisition with Netspace and westnet. For us, we are migrate from Netspace wtihout any notice. Speed was remaining the same but sometime will be hang off, that why I won't said "it reliable".
Technical Support was worst as well. Many attempts made for a call back service but the calls continually drop out when they call back. It is because the
-
Service ADSL2
-
Location Adelaide
-
Activation 10+ days
-
-
Speed Score
7
-
Reliability Score
8
-
Support Score
9
-
Value Score
8
Pretty happy with our ISP for our small business, we receive a good value for money business plan and have not had many connection issues at all. Speeds are decent for what we require
-
Service Naked DSL
-
Location Brisbane
-
Activation 10+ days
-
-
Speed Score
8
-
Reliability Score
8
-
Support Score
8
-
Value Score
9
Have been with their no contract scheme for more than a year. No troubles,alWays reliable. Good customer support.
-
Service ADSL2
-
Location Others
-
Activation 10+ days
-
-
Speed Score
7
-
Reliability Score
8
-
Support Score
7
-
Value Score
9
Price and services are perfect for me. Customer Service was good and ongoing support consistent. No connection errors or problems.
