Reviewer Photos & Videos
No problems whatsoever
No issues or dropouts. Installation was faultless and The whole process from start to finish was easy and trouble free. I would recommend iiNet as an Internet provider with no hesitation.
Inconsistent and frustrating customer service
Have been with iiNet for 11 years and have found that their customer service has plummeted to a new low. On hold or waiting for call back for more than an hour only to be put on hold several other times for long periods without any real reason. Some staff are very helpful but most are poor listeners, dismissive of what you say, lack technical advice and give inaccurate information on length of time of delivery of products etc seemingly to get you off the phone. Totally sick of being told lies so I’m leaving and finding another provider today.
Excellent Service iiNet
I have been with iiNet for many years. If ever I have a problem I know I can contact their Tech Support Team for help as I have done before. This week I had a problem with my PC email receiving but not sending. I dealt with two Support Techs who answered my call in minutes. They were very patient with me, emailed me and called me back to take me through every step to repair my application. Their knowledge was excellent. My internet and phone are very important to me and I was so happy to have my problem resolved so quickly. Without even a...sking they checked out my usage for my needs and suggested another plan without increasing charges. iiNet are up there with the best quality Internet Service Providers and I recommend to all my family and friends. It's reassuring to know such good real people are in the background if I have any problems.
Ordering new service
I am a long term customer of Adam. NBN is due in June. I contacted iiNet my email on Saturday to see what plans are available. I signed up on Wednesday. iiNet could not have been more helpful or prompt.
Terrible Customer Care (Ezra)
-sales team friendly to start with but did not ask for anymore information about modem type or incompatible modem
-customer care(Ezra) typical aussie born and raised calling customer care his mate to start with. He was being very rude in the conversation when asked about why am i not being told on the sales team. Then he replied “ oh its not like we know what type of modem you are using and they wont be able to know anyway! Then i was like if they don’t know then why cant they ask the technician team before signing me up. Very poor attitude and...
Sorry to be leaving
Never had a problem ever, would like to keep being a customer but doing the grey nomad thing for a couple of years, will definitely come back to iiNet when we settle down again
Support for Problems
I was having problems with my Email, I raised the issue by web form and within a couple of days I received a phone call from a support Tech who was very helpful and professional. He talked me through a resolution and even provided tips on how to improve my usage of the tool across PC and iPad. He then checked out my application for NBN service and provided a few tips for ensuring we get the best service we can when we get connected in this area. Overall a very productive and pleasant experience.
never any issues
Have been with iinet for many years. Swapped to NBN and have not had any issues or major dropouts.(only few minor losses). Any communication with iinet has been professional and efficient. Would not hesitate to recommend.
Yes I have had dropouts but so has every other provider. I have been using iiNet for some years now and I find it to meet my needs. I don't need super stellar speeds as I am not a gamer. However my son is and he has a play station 4 that goes through my modem. He seems to think it is ok, but I guess the more speed the better for that sort of thing. At the end of the day, I have had very good assistance when I have had problems in the past. The help was great. The only issue I have is that every time someone rings up for help, if the wait time is going to be long, then they should have a call back from the provider so they don't have to be hanging on the line for long periods.
- Verified customer
Poor customer service, no internet connection for 3 months
We were with iiNet for 2.5 years, but were dogged by problems for much of it - including not having internet for 3 months.
- Poor customer service: long hold times on the phone (>1 hour), customer service representatives lack any kind of technical knowledge.
- No internet connection for 3 months: 7 technicians were sent out over 3 months, but only the final technician (Level 2 Telstra tech) had the expertise to finally correct the fault. I took multiple days off work (using up annual leave) to stay home so that technicians could hopefully reso...
The right service
My iiNet service has been great. Like all things there are occasionally problems but the support staff are fantastic. Super helpful and willing to stick with you until your problem is fixed.
I have been with iiNet for 3 years now and have not once had any issues with adsl coverage. Any time I have required assistance for the Fetch service or assistance for passwords retrieval etc iiNet have been fantastic in assisting me. Their staff are not only friendly, they have solved my issues immediately. Highly recommend this company!
the best we've had.
Really good service. Good technical support. Helpful with any issues. Our family all like using the iiNet internet service. We have experienced some dropouts but they have been resolved in a timely manner.
- NBN 50
- Verified customer
To date very happy with my NBN plan. Have had the occasional drop out in the beginning but very few lately. When tested the speed is within an acceptable range. Whenever I have had a problem and contacted the support staff the have been very helpful in resolving the problem.
Over 4 years happy
I have been a customer for over 4 years now only ever needed to call maybe 4 times and each time the servoce has been amazing, they listen and have always been able to solve my minor issues. With kids we have many devices at once using the wi fi and no drop outs it's great. I have cable and very happy to stay with them. Thanks guys.
Moved over to NBN 50 when we had no choice 2018, up till then was on iinet ADSL Broadband which had been a great service for 10 years. I have found teething problems with our speeds in our area on the NBN and I do have a lot of drop outs, though very common in our area with most carriers apparently. Though I cannot complain with iinet as I have not been lodging fault to reflect this issue. I did contact customer support for my modem that had been hit by lightning and I could not speak highly of the service and actual knowledge I received from R...ieyaaz. Rieyaaz tried really hard to program a 2nd modem and spent the time with me and the fault on hand. I have been advised when I receive slow speeds or drop outs to ring and log a fault so the issue is rectified and that I receive the service that I am paying for.
Great support from Iinet
Over time there have been several issues with my NBN and in each case, the iinet support staff acted courteously, efficiently and were able to solve my problems. My NBN is now working at the fastest speed that I have experienced, i.e. 45.49 and 19.07. Iinet is definitely "The No1 in Customer Service.
Pay more for business, get worse service
I've had a business plan for more than a few years but for the second time now, their evening support staff have refused to help me and told me to call back in business hours. My business doesn't run on normal hours. My customers are global. Iinet have technicians working who were quite capable of helping with my problem but chose not to because I don't have a residential plan. I have the more expensive business plan.
Not for much longer!
Becoming a member???? A total waste of your time
I have had the most unbelievably bad experiences with this company in the last 10 days. I find their staff rude & capable of lying to cover the actual problem factors that I experienced with them. Take my advice & never ever deal with this company. They are absolutely horrendous, especially their useless staff in the Philippines. A bit of good advice is to record them as I did on numerous occasions & these recordings will be made available on the internet very shortly. I would not even award them one-third of a star. They are an atrocious compa...ny & have wasted about 15 hours of my life with their stupidity. So much for modern tech. I made the fatal mistake of paying attention to a bullsh-t advertising programme on SBSondemand, rather than checking out the real-life reviews that are posted out there by the other poor lambs that went to the slaughter by the Iinet so-called team
The best tech support
I am a very new customer of iiNet. Recently we had 2 very bad storms in Sydney and both times I lost electricity for many days and in the 2nd storm my router was fried. I needed to call iiNet's technical support both times to have my new router configured. I can't fault the service or the patience of the staff (I am an untechnical older lady). They even called me back the next day to make sure everything was okay.
I am also very happy with the quality and speed of my NBN service. I am using NBN via satellite.
- ‹ Prev
- Next ›
Questions & Answers
At the time of switching to iiNet NBN50 & VOIP, I was assured that I would keep my old landline telephone number of 40 years. However, as this never occured is there anyway of recovering and reinstating my old landline telephone number?
If the old number hasn't been put into quarantine or re-used by the voice wholesaler, then we can try to recover it, though we can't guarantee this.
Please feel free to make direct contact with us via our Social Media e-mail address iiOnline@iinet.net.au with your details and mentioning your review. We'll do the best we can to help with this!
Leo, thanks and I will do as you suggest. However, I have made similar requests in the past but with no action.
Thanks David! We look forward to being able to lend a hand.
How do you call people who charge you for waiting for delivery of modem and setting up the connection? You guys send me invoice after two weeks of using NBN service. When we were about to make a deal and when I specifically asked will I be charged until the service is provided answer was NO. And then...
We're always happy to lend a hand here. If you can reply with an invoice or reference number, we can use this to locate your account and organise help.
I already have done that through the call center. Each and every time I was advised that I will not be charged, but lets try again. This is my lates invoice number 696880183
We can't go into specifics here, due to privacy and security reasons, but as a general guide, your first invoice will contain your setup and hardware costs (if applicable) as well as your first month of service, as connections are charged for a month in advance.
Once connected, you're then credited back for the time that you were without a connection (for instance, if you pay for a month in advance and the connection takes two weeks, we'll credit you back for the remaining two weeks) and the invoicing continues, a month in advance, from there.
Do you still use that awful south african non existent "support"team ?
I do not call the "support team", I dial the iiNet assistance number and a recorded message asks me to select 'technical support' or 'Billing enquiry' etc.
Hope this answers your question.
We most certainly to still have our Support teams in Cape Town and we're extremely proud of them and the work they do. If there is an issue that you'd like to discuss, you're always welcome to reply here with a reference or invoice number and we can arrange further assistance.
Alternatively, you are always welcome to engage us via our Social Media e-mail address: iiOnline@iinet.net.au. Please be sure to include your details and mention your question here, so we can lend a hand.
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.