aaNet

Second rate service and incompetent support – Untrained support staff just follow a script with little or no understanding of the underlying technology. Being from the Philipines they are very polite and courteous but very poorly skilled. The service itself is very poor and they simply blame Telstra for everything. Suggest first stop the TIO.  Show details

Good Service but No NBN – have been with them for 15 years cheap price with high downloads but area changing to NBN and now have to find a new provider as aanet have no NBN plans massive issues with changing email addresses  Show details

Has been 12 years, all good – I've been with AAnet since 2004 and haven't had any real issues with them, always had consistent 10mb download at reasonable price and still going strong.  Show details

shocking do not use aanet – Unreliable, slow, useless. I have unlimited data through aanet At home and I still need to use all my data on my phone 3 gig per month. If I want to surf I need to use my phone data as my home WiFi is useless

Terrible provider – This is the worst internet provider I get internet one day a week at best and although tbeyvare helpful. I too often have to call them. Do not get aaNet in QLD

Poor internet and email – In one word they started out full of enthusiasim, easy real people to talk with, now under eftel nobody to speak with except someone in asia. Connection to internet has become so intermittent its useless mornings have no email or ability to connet to my regular websites at some time in the day it suddenly works then it plays up gain trying to… Read more

contact them is next to impossible. So now looking to find a new provider. serice ,cost and functional its just an internet money grabber with no reliable provision of hat you pay for.

Worst service ever – I have sold, & am moving out& no longer require my home phone or the internet. I have made numerous phone calls & emails in an attempt to do the right thing. This has gone on for 3 weeks. As i am terminating the 2 yr contract approx 4-5 months early. I am paying (or trying to) a $350 early cancellation fee. And now these idiots have cut off both… Read more

services prior to the arranged time & left us in limbo. Contacting their technical services is like talking to a brick wall. There has to be better people out there looking for work than these over educated dopes with no common sense. Eftel get your act together!! You do not deserve to have good customers. When rung yesterday i was advised all o.K. Their end!!! For the umpteenth time i asked then how come i have no phone & no internet???? Was good when running, but most times when services were down impossible to contact Worst customer service of any firm i have ever dealt with.

Update – I have been with them for about 6 years, I have a good plan as it has given me a discount for being with them for so long, probably better than most but have changed names as a lot of providers do. I will stick with them. They seem to be better than most, I get constant speed too. Well it now seems that they will probably go out of business soon… Read more

as they do not connect to NBN, so they have lost me. Reasonably reliable, almost competitive pricing. Gave me Broadband when Telstra would not. Impossible to contact. I as charged $120 for a Telstra call out 7 months after the event.

15 year customer and still very happy – I've been with aanet for a long time and can honestly say my experience with them has been excellent. Admittedly I haven't had to contact them often or lately so I can't really comment on whether their customer service has changed for the worse but if there hasn't been a need then that is excellent. Right? They do sometimes carry out technical… Read more ·  1

changes and the service is lost, but it is never for long and usually at a time when it doesn't affect you too much. Besides all this I am in an awesomely good plan with exceptionally high download on ADSL2 and have shopped around in the past and there just isn't anyone I can find who can offer me what it have already got. Price, value, speeds, continuity of service,, reliable.

Never again – Had been a customer of aaNet for approx. 9 years. Very little issues for majority of the time. Jan 2013 I decided to switch to adsl 2 as I was on a very out dated plan and would receive more for my money. Worst move I ever made. Problems ever since. Initially internet would randomly drop out and switching modem on and off would fix this,… Read more

eventually this was no longer effective and had to spend hours on phone to tech support. Each member of tech support insisted on doing the same thing over and over and over again no matter how much I stressed this had all be done before. Eventually we called the ombudsman, it took a week to receive our first follow up call. Weeks would pass between jobs being logged with this department then that, we were without internet for almost 2 months and in the end we gave up on them. They had no idea how to fix the issue, no amount of resetting this and that made a difference. They let us out of our contract and allowed for me to have an email only account (at their expense) to allow for time to swap over an email address I had the whole time I was a customer with them.

To be fair, I do not 100% blame the technicians on the other end of the phone. I'm sure they are under strict instruction to not log a technician call out without trying every other measure under the sun . And when a technician is called out I'm sure they too are under strict instruction (from a big multi-million dollar company) to do bare minimum for as little time and money as possible. But as a result of this greed we were suffering.

We were running a business from home and the internet was a necessity. In the end I begrudgingly went to the 'multi-million dollar company' and signed up. But in doing this, within a week we had internet again and have not had a problem or drop out since.

I am extremely bitter about the whole experience for many reasons, it cost us time and money and out of desperation we got out any way we could with no real compensation (apart from an email account). I would never recommend aaNet to a friend of mine. So glad that is behind us now.

No back up when really needed. Too affraid to spend a dollar on someone who has given them many.

aaNet yet another outsourced disaster – Been with aaNet for over 10 years. Used to be a reliable value for money service. Given in eight years under the 2003 - 20010 aaNet I never had to contact support due outages or continuous disruption of service issues. The decline in this ISP started when they were acquired by Eftel. My Internet over the last 2 yrs has deteriorated to the point of… Read more

regular outages and a much slower Internet. Since Jan 2013 I have spent more hours than I care to count on the phone to the incompetent outsourced technical support. The net result is a service that is still plagued by constant outages and unreliable service speeds. Avoid this company unless you enjoy spending your life hanging on the phone for pathetic technical support.

Pathetic incompetent support, expensive, slow and totally unreliable.

Was good, not now – With AANET for 10 years. Never brilliant service, but tolerable given the price. Recently re-signed on 12 months DUO plan, moving phone over from Telstra; that's when problems really started. Wrong plan, over charged for calls, arrogant customer service, useless technical support. Three months to resolve and counting as of today. Only recently… Read more

resolved connection issues. Still have not received adequate communication or resolution despite TIO ruling. Want to exit contract. Avoid this ISP. Value for money Poor support, no accountability, terrible service.

aaNet - Internet No-Service Provider – I was with aaNet for 8 years and they started out as a good service provider and reasonably cost effective. However over the past two years they gradually became more expensive and their service degenerated to something approaching farcical. Internet speeds dropped to below 1mbps and drop-outs occurred randomly and frequently. After several… Read more

complaints, aaNet arranged for a Telstra technician to check the local line and my connection. This happened twice and both times Telstra found no faults however aaNet saw fit to bill me for the call-out fee. After ignoring my requests for a refund I finally referred the matter to the TIO and received a refund within two weeks. I highly recommend anyone having problems with their ISP to speak to the TIO (Telecommunications Industry Ombudsman). I found aaNet's tech support to be very unhelpful and inefficient and their management not interested in improving the service provision. I finally bit the bullet and left and would not recommend aaNet to anyone.

Give them a wide berth - poor service, useless tech support - a genuine waste of Cyberspace

15 days trying to resolve issue- no joy – I have just had more than 2 weeks of no internet and ringing tech support every day, going through the same process- or variations on a theme (trying to reset the modem, trying another modem etc), getting told a different thing from every person I spoke to regarding the reason for the problem. When I said I wanted to disconnect the service, they… Read more

also charged 1 months rental in lieu of notice- as well as the 15 days without internet. I kicked up a big fuss & they have said they will refund the days without service, but I don't know if that's been done as yet. Very disappointing, as have had 5 years of virtually no problem before this. Price was reasonable If anything goes wrong it's difficult to resolve

Service failure – My Internet was blocked at the company Technical advice failed to reconnect over a three week period The only message I had stated the problem was fixed On a separate occasion the company mucked upmy credit card and blocked me This company seems in decline the have taken up a lot of my time trying toresolve this problem The last straw was… Read more

them wanting to bill me for another month of no service

Poor service they want to bill me for an extra month even though they can't provide the service.

Poor service – Had a problem and phoned the support number. it was in Malaysia and could not understand them.had no joy with the first contact so problem was handed over to a supervisor who could not help me . all they said was buy another modem which i did but did not fix the problemso ended up cancelling the service Expensive poor customer service

Aanet – - connection drops in and our even though we are in the central business district of a capital city - customer service not useful, have been hung up on - call me once a month at least to try and sell me bundle packages after being requested not to - In tasmania they are co run by eftel so emails, log in, phone calls aren't always addressedby… Read more

people that can help and require redirection Fast when working - Unstable connection and very poor customer service

Unreliable members portal and connection - please be cautious! – Connection slips in and out constantly.. There is a page where they update when bad connection happens but when you don't have the internet than it can be difficult to check this. I tried cancelling my account through the online members portal - I then called to check this a few days later. They said it had not come through which meant I had… Read more

to pay for an extra month because they did not believe I did this and had a confirmation come through. Ridiculous!

Customer service is interesting - you make a phone call and then they advise you to email instead which means you can't talk to an actual person.

I have now switched to a more reliable provider and have no troubles with connection. Inexpensive. Connection, sustomer service and communication, online members section

Good – aaNet is a no frills internet connection, so it depends on your personal needs as to whether they're right for you. If you want a good, solid connection at a low price, and not too much tech support, they're fantastic. If you need an ISP to hold your hand and guide you through every little thing, aaNet is probably not for you. I am not especially… Read more

technically minded, but managed to get everything set up easily with help from aaNet forum members. I was with aaNet for a number of years and only switched because I moved and they didn't offer any Naked DSL services. I would certainly use them again in future if they had a plan that suited me available in my area. Small (in terms of staff) Australian company run by people passionate about the internet. Good prices, solid connection, unshaped accounts with extra data charged pro-rata at an extremely reasonable rate. On many plans, only half your data is counted overnight, so if you schedule downloads you can effectively get a lot more data than the plan advertises. Forum members are helpful if formal tech support is not available. Formal tech support available in business hours. Probably not the best choice for people with minimal tech knowledge, unless they have a friend or family member to help them get set up. Formal tech support is not available on weekends or after business hours.

Terrible – Avoid aanet. Their customer support is by far the worst I have ever experienced. As an ISP they are tolerable to hand, however the _second_ something goes wrong be prepared to wait weeks for a resolution whilst fighting your way through a barrage of incompetent phone jockeys who cannot handle anything more complicated than their telephone scripts.… Read more

Connectivity is vaguely stable. Everything else. By far the worst level of customer service I have ever encountered. I waited 5 weeks for a "3 - 10 day" relocation to occur during which time nobody bothered to let me know what was going on. I was subjected to rude people on technical support who were clearly reading from a script.To help me resolve my problem they decided to cancel my account, block my access to my emails and demand that I fax through another request. A request, by the way, that even if successful would still leave me without email for at least a week.

Terrible – The help service was very, very poor. We terminated our service with them after repeatedly asking them for help, as our internet upload speed got slower and slower. It then not only took them a week to acknowledge our requests by email,but they also did not give us any help as how to solve the problem. We also found that their price is quite… Read more

expensive compared to our current internet provider.

Very poor service. High price, slow internet speed.

Somewhat a medium – I am getting ADSL2+ for 250gig a month paying $74 a month. I havin't been disconnected or had any problems with unstable connection, I have been on this for 3 weeks. When I was paying less and for less gig per month I had slower connection speeds (dsl connection). Connection unstable. I have been on this for 6 months. Customer service are… Read more

Indian and some of them are hard to understand, just simply ask to speak to someone else that is Australian, they then transferred me to another Indian that tried to speak the ozzy lingo and that was funny. It does take time to sort any unstable connection, as they have to rectify who is at fault...

I have 2 Modem/Routers to to sort that out and everyone should buy 2 modem/routers so that they dont blame it on the modem router. Just buy 1 cheapy from somewhere.

All in all pay the money and you should be sweat with connection. Reimbursement of unstable connections Customer Service are Indian, cannot understand

Good – I moved to aanet after AAPT increased prices and decreased download limits. I would have preferred a Naked DSL2+ service but am unable to get one as my number is connected via Telstra RIM, meaning that I can only get ADSL via Telstra or one of their wholesale resellers. 12 months on I have had no problems with the service and am using it for… Read more

internet and VOIP. There were some occasional (short term) outages with their email server but they claim to have solved these. If you do not have an intermediate knowledge they may not be the best choice for you as they only offer limited support, although there is plenty of peer support on the whirlpool.net.au forums with aanet reps active. Good value. Easy to deal with. Generally reliable. Email server has been somewhat unreliable (although it has recently been migrated to new hardware to resolve this).

Good – I've stayed with aanet because of their service - or no loss thereof. If they change again or become more erratic in their service levels, I'll change to internode or iinet. Never had a loss of service. Have always been quick on the customer service front, whether phone or forum. Their webmail service drops out, but I don't rely on it so it… Read more

doesn't overly bother me. Have changed their service fees which irked me a little - yes, they have it in their terms and conditions, but its not something you think a firm would implement. Thankfully they made the price equal to present price, but if I changed plans I'd be paying more.