iiNet

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 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

Appalling!! If I could leave 0 stars I would. Bills paid on time, but payment not allocated to the correct account. They acknowledge the payment then send a termination notice a few days later. Completely baffling responses to emails and they… Read more

actually REFUSE to assist when I call. I was on hold for over 2 hours only to be transferred to another person who couldn't help me. I just need to have the account clarified, but each and every person says that they can't help....... Beyond frustrating to call the number on the termination notice only to be told no. No reason or explanation.

We are a busy medical practice and simply can't have the phones not working and we certainly don't have SIX HOURS to spend trying to obtain service from their customer service team.

As a consumer it is confusing that iinet also refer to AAPT, TPG, Pipe Networks & Vocus in their correspondence. I don't think they even know who they are at this stage.

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

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.

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.

Terrible service. Internet was down for a week and received next to no support. They kept delaying sending someone out so I ended up cancelling and in the process of finding a new provider. They even made it very difficult to cancel. Reporting these guys to the telecommunications ombudsman. They should be shut down Show details

I've been a customer for over 5 years and iiNet still has incorrect personal information on my account. I've requested these changes to their third party international team has told me that they've fixed this over 6 different calls, but nothing has happened. I noticed this is still an issue since their password reset system does not recognize my… Read more

personal information. I lodged this as a ticket with their support team, and have had no response. I feel my account with iiNet has been hacked and they are too incompetent to tell me, and just keep passing the buck at the behest of their manager. I used to have Mobile service through iiNet as well, but cancelled it due to their gross incompetence. I plan to change services in the next few months.

I'm on the NBN25 FTTC plan. I work from home and for a few weeks have experienced download as slow as 1.5mbps causing me to hotspot from my work mobile within my own home. Time to upgrade to FTTP which of course comes at a price (yes the installation is free but the plan is another $18 per month). Exploring other providers, there are new… Read more

customer 6mo deals as low as $46.95/mth (Leaptel = $69.95 for 12 months, $92.95 ongoing). Having been with iinet for 19 years I asked for some consideration for customer loyalty and the best they can offer is the new customer deal of $64.99 for 6mo before ongoing cost of $94.99.

Whilst they say it is not their policy to price match, it doesn't mean it can't be done.

I'm not angry, just disappointed.

cancelled nbn order as iinet was taking to long to transfer me requested a refund and they have said 4 times now that my refund will be processed in 1 to 2 working days ,It has been two week's now and I and am still waiting for my refund , not happy, do not sign up with iinet. Show details

The internet was so bad that even though we paid 120 which is quite high , there was a drop out EVERY week at night ! I told my brother to cancel but we stayed and suffered

I have been a customer of IINET/ IHUG for over 30 years, the incompentence of the staff in overseas countries is an abosulte joke. I have referred so many customers over the years but will NEVER reccomend them to anyone. Ever since TPG took control company is all about making money and screwing the consumer with [Content Removed] service! Show details

I’m extremely disappointed with my experience with iiNet so far. My NBN service and modem were installed on Wednesday 11th March, yet I am still without an active internet connection. Every time I contact iiNet for an update, the expected connection timeframe keeps getting pushed back — not by hours, but by several days. This has been very… Read more

frustrating and highly inconvenient, especially after the installation has already been completed. I now feel essentially stuck — I can’t return to my original plan with Optus, and I’ve also been told that changing providers at this stage would delay my connection even further.

Overall, the ongoing delays and lack of a clear resolution have made this a very disappointing experience. I’m hoping iiNet can urgently escalate this issue and get the service activated as soon as possible.

I cannot think of a worse customer portal. Their toolbox is more like a litter box. It doesn't recognise your login details, then when you try to change password, the link is immediately expired or broken. I have complained about this multiple times and they're doing nothing to fix it. They messed up my payments in the past, no one seems to know… Read more

what they're doing and the service is almost always poor. I will be looking to change providers simply because of the customer portal being inaccessible.