iiNet

Absolute worst company to deal with – Absolute worst company to deal with. I ported my service NBN and VOIP to Aussie Broadband because of the constant drop outs, NBN went across fine, VOIP is somewhere in limbo. Called tech support numerous times and each time I get a different answer.… Read more

I have been told the service was canclled by me but on the toolbox it still says service is active, I have been told there is no issues and the service is able to be ported across without issues, I have been told that since my NBN went across my VOIP was cancelled and that the only way to get my VOIP back is to transfer internet back to iiNet (which feels like I'm dealing with a hostage situation). I have been calling every couple of days and have been passed around the tech support team, provisioning team and then for some reason I was passed to sales. Next step is telecommunications ombudsman because the situation is ridiculous.

I have been an iinet customer for many years paying by direct debit. My bills have always been paid on time so I find it quite insulting that I now receive, within seconds of each other, a message and an email telling me to make sure I have sufficient funds in my account to pay my bill. Show details

Changed to iinet. It took 2 weeks to get any txt messages. Came in bits and pieces, Using previous plan usage information was recommended the 50mb plan. Continuously get Txt that I need to top up the account as data used, Changed to max plan but… Read more

don't get the 6 months intrduction at 50% off, Realy wish I had not changed over, It's bad!!!!!!!!! Slow slow slow

I had an excellent experience with iiNet today while cancelling my NBN service. I spoke with Ruby, and she was absolutely outstanding. She was patient, kind, and genuinely listened to my situation without rushing the conversation. What really stood out was how clearly and thoroughly she explained everything — including billing, refunds, and next… Read more ·  1

steps — so I had complete confidence in the process.

The entire interaction was handled within about 15 minutes, and there was no pressure or unnecessary back-and-forth. Just professional, respectful, and efficient service.

It’s rare to come across customer service at this level, especially when you’re calling to cancel a service. Ruby is a real credit to iiNet.

Thank you again for making what is usually a frustrating process so smooth.

Had FTTP installed today, iiNet coordinated with NBN very well. The device came before appointment. Technician came and completed work in specified time. He set it up and test it. It an early stage and it is seamless process so far, so good. Show reply

Originally 1/5 bumped right up to 5/5. iiNet responded and rectified within minutes.... Gosh I guess you won me back... I received confirmation that my account was cancelled on the 11/03/26 with a note saying that I'll get a refund for the remaining term. Nup! On the 13th they instead charged the full next term without any receipt. Is this just straight up theft? Show details ·  3

Stay away from those. Customer support is terrible. Pricing is over the top. Canceling the account is going on for over 3 months now and they keep charging. Had to close the bank account to stop that. Show details

I recently upgraded to FTTP via NBN as only being able to have internet speeds of 90Mbps (previously FTTN). The installation went well and was completed in a timely manor. Once completed I am still only achieving speeds of 90Mbps. I contacted iinet support after rebooting my modem, upgrading my firmware, checking my physical connection speed… Read more

(which achieves what I am paying for) and attempting to check wifi settings on their website (which appears to be confusing).

The support person, while polite, tried one change which made things slightly worse and then said there was nothing he could do to improve my connection and suggested I contact the modem manufacturer. I would have thought that, as the ISP, they would be best placed to advise on the modem settings that suit their connection method. I explained that I required assistance with ensuring my settings were optimized and as their website has conflicting information. As he could not assist I asked to speak with a Level 2 team member. I understand in the first instance that the majority of issues are most likely able to be handled by a scripted process which I suspect was being followed. However as I had no idea when they would call back also need to attend work and etc., asked to be put through to try to resolve the issue while I had time. He would not transfer me and said he was not allowed. He would not escalate my requests to a supervisor or manager. He would not provide another number to call and only after much discussion, where by I had to mention I would have to lodge a complaint, consented to escalate the matter to another team who would call me back.

I find this to be extremely poor customer service. I do not want to lodge complaints I just want help to resolve my issue. Pushing the responsibility back onto me, and not providing support is poor customer service. I have been with iinet for many years, pay my bills consistently on time and generally require little help. All of this means nothing, and clearly the support person has to just follow some scripted reviews. Will be leaving iinet soon for another provider who can provide techinical support.

I had both my home internet and mobile service with iiNet, and everything was fine until I tried to upgrade my mobile plan after running out of data with 11 days still left in my billing cycle. Instead of simply upgrading my service, they kept offering me an extra 2GB for $10 each time. I ended up paying for it 6 TIMES. Then I called support, got… Read more

transferred between 4 different people, had to verify my identity 4 separate times, and after all that they still refused to upgrade my plan immediately. Their answer was basically: “We can’t do anything, just wait until next month — or switch to another provider.”

Absolutely terrible customer service. Disorganized, frustrating, and a complete mess. One of the worst support experiences I’ve had with any telecom company.

No longer what it used to be – Support is not helpful. The support line attempts to record customer voiceprints "for security reasons" - this can be skipped but recording customer biometrics is an obvious invasion of privacy. Having this as an opt-out rather than opt-in is concerning. The support staff have no sensitivity training in dealing with neurodivergent customers,… Read more

are transphobic, and lie on their support tickets when a customer attempts to lodge a complaint, as though the problem is with the customer and not with their internal procedures. Escalation procedures are virtually non-existent.

The service is extortionately expensive for the product provided. Since TPG bought iinet the company has gone downhill rapidly and drastically.

Promoted my speeds would increase. Never did. Heaps of attempts to rectify. Eventually was. They hadn't unlocked my speeds. Then they refused to refund my plan despite having locked me at lower speeds for months despite advertising certain speeds. Wasted hours and hours of my time. It's now gone to TIO to be handled because they refuse to admit… Read more

any wrongdoing. I wouldn't deal with iinet again if they offered me their services for free. Dishonest, poor customer support and service, and even after admitting wrongdoing won't refund anything.

Between 2 to 5 dropouts (modem reboots required) a day for the last 6 mths. Website toolbox buggy and not function properly. Person on phone needed the same thing repeated 7 times before they understood. Show details

After 7 years you would think they would have improved. A couple of weeks ago my service was unusable so I called to try and get it fixed. Eventually I was offered an upgrade, apparently I was on a 'Grandfather' plan. I enquired why I wasn't offered this before on the understanding that they don't care about existing customers. I have been… Read more

transferred and forced to explain myself 6 times in the last week. I have been contacted by a higher escalation complaints department.

I got the upgrade and when the 'technician' has finished i asked him to do a speed test and make sure everything was working properly, as I was skeptical. I was brushed off with "you can do any speed tests you like sir, but you will get the speeds advertised" as he walked out the door. Anyway, obviously, the service is sub par. So I contacted the complaints department mentioned above. They told me that someone would be in touch to help and ignored my previous complaint.

iinet has set their systems and processes to frustrate their customers with different departments and technicians. No-one will listen to you and no-one will have any interest in helping you. 7 years ago I was beaten into submission by this and again now I am about to give up.

They do not care about their customers and only take an interest in sucking in new customers.

Here is the review from 7 years ago.

If you like waiting on hold, this is the company for you – I have been with iinet for 7 years since they bought out Transact in Geelong. I am on cable internet which is advertised as 'up to 100MPS' my only other choice is to get naked ADSL at 'up to 20MPS' until NBN arrives at my address. This is a choice I am seriously considering, which tells you all you need to know about the service i have been getting recently. Speeds vary from 50 - 60 Mps down to 3 or 4 (usually below 15MPS) although currently the whole thing has carked it. I have spent hours and hours on hold explaining myself over and over to the next person who has no understanding of my case. I have been patronised, insulted and just out right lied to (not even mentioning the broken promises of returned phone calls.

It is clear to me that they do not care about us old customer and only worry about sucking in more people onto contracts that they will soon regret.

Connection Type: ISP Cable Badfish Badfish 7y Im have just spent another hour on the phone to these clowns trying to move onto their new super fast cable...... NBN here i come. Badfish Badfish 7y quick update: I can't get the NBN as it will cost thousands to get the right cabling to my house. So I am stuck with iinet. Interestingly I got an independent technician to quote for the NBN cables and he told me that the cause of my problems is incorrect connectors on my cables (for cable internet). I have told iinet and their sub company transact 4 times about this and ....... you guessed it ........... they don't care.

I have to ring iinet every single month because there's is always an issue. I've been in credit and my phone gets cut off, again. There's no way to call them because there's no customer service free number. Just ridiculous. So I pay another month and makes me in more credit. 2 years I have been a customer and I have no more patience for this lot. Even writing a review is hard work, with all the questions.

iiNet provided modem failed… they said would send a replacement / new modem.. then after 2 weeks = still no modem. After another long iiNet call, then tell me order not processed but I can buy a new one.. Best change provider… never had this problem with occasional Telstra modem failures in the past. Show details

I have been a loyal customer for about twenty years and spend about $100per month with them. Recently I rang the service department because I kept getting dropouts or very slow service.each time this was resolved by rebooting the modem. I asked for a replacement and looking on thier site noticed thy wer offering. New modem plus $30 off the monthly… Read more

price I was paying for six months. I asked if I could get this deal.I was referred to customer service, no was the answer we will give you $20 discount for six months and no new modem. After this call I was asked for a review and given an opportunity to reply by email. I wrote that I was not happy and would like a manager to contact me, I got no reply , I wrote again after several days I still have no reply I am no actively looking for a new service supplier not because I want to but because being a long term customer having spent a great deal of money with iiNet and then being treated with almost contempt tells me this company has gone downhill, I feel I can no longer recommend them to my friends and colleagues

Had been a iinet customer for more than 15 years. Service was great in the beginning. In the last several months my home internet connection drops several times a month. The outage frequency increased to several times a week and the only way to reconnect back is to unplug the power from the NBN box and plug it back to reset the box. This has… Read more

become frustrating because it requires someone at home to fix the problem. It is also disruptive given today's WFH norms.

I reported to iinet but the response I get is my home router is the cause of the problem. I am a very tech-savvy person and although my router is not the iinet supplied router, it is a well built router from a well-known brand. The problem became unbearable and I gave iinet one more chance to fix the problem for good or I will switch to another ISP. iinet engineer came and did some rudimentary tests and didn't find any issue. That evening the internet connect dropped again. I switched to another ISP the same evening.

Within 2 days I am activated with the new ISP, using the same NBN box and router. Connection has been stable since.

I cancel iiNet service 15/2/2026. The customer representative did not mention I need to return the modern at all. iiNet expect the customer remember ed what we are told 26 months ago. I received email on 2/4/2026, and asked me to return the modern. So I phoned and expressed that is absolutely lack of communication. I stated I will do that but… Read more

not sure if it is going to be in time as they requested. Then I received a SMS stated that if I cannot return by the time. They are going to charge me $192. I found that there is total waste of time for the phone call I made to Lionel. To all the customers, iiNet just want your money. They do not explained when you joined or when you disconnected. Do not join them, very bad service.

Absolutely terrible. We've been receiving mail (5 letters every few weeks) for someone that does not and has never lived at our address. Have tried returning to sender and they keep coming. Eventually called asking to stop the letters, because they're obviously not getting to the right person for iiNet either. Spent nearly 20mins on the phone… Read more

being asked every couple of minutes to keep holding so they could speak to another department. Never asked the wrong address and told me they couldn't take the address or make any note in their system to fix the issue. Very basic, what a waste of time and complete incompetence. Would never use them after this.