iiNet was established in 1993 and listed on the ASX in 1999, growing from a small Perth business into the third largest Internet Service Provider in Australia. Our goal is to lead the market with the best Internet access products then differentiate with genuine, plain-speaking customer service.
I would like to say that my experience with iiNet was all good but unfortunately that was not the case. While I like their products and they are a bit more of an innovative telecommunications company compared with the other big players, they are still only a small outfit in terms of the network they use. When anything goes wrong you still have to wait until Telstra can get around to fixing the problem. The other problem is that their call centre's are based in places like New Zealand and South Africa in the evenings and the accents can make it hard to understand when you are dealing with technical matters.
What a nightmare IInet! I needed a micro-sim card for a smartphone. IInet sent one and I tried to activate it on 26/4/13. After two weeks and dozens of calls, including customer service managers, no one could activate the sim. They then sent me another one and the same issue. Then I was told it was because I was an old AAPT customer (whom I never had any problem with over the years). In the end I was sent another sim card as a temporary measure with a new mobile number. All the customer service officers have been nice and all except one of the managers, who was a pig. After waiting almost a month now for my (6 year old) mobile number to be reactivated, it still isn't. Stuff IINet; taking my business elsewhere. The final insult was being offered $40 for the inconvenience of not having access to my mobile service and wasting more than 7 hours on the phone with them and being shuffled around more than 20 people. I'll never return to the company or ever recommend them.
- International Roaming
This mob cannot deliver. Back in February, I asked for international roaming a week ahead of my daughter going overseas. She left and tried to call home. Service was not there. It took several calls to get it fixed. On Sunday, 3 months later, she went into hospital and was unable to call us because some idiot had switched it off again. I must have spent 2 hours and 4 calls trying to get it restored so far (Friday) and will have to call again. Other companies (especially overseas) offer roaming by default or you can simply go online to switch it on.
- They could do better
I was with aapt for years but as iinet took them over i transferred to them, i have had nothing but problems from day one the list is to long to go into detail but i have made more calls to their customer service centre in last three months than i ever did with aapt, yes the customer staff are friendly and helpful but if they could get things right i wouldn't have to keep calling them every month