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iiNet

Reviews

(3,114)
(959)
(305)
(392)
(3,881)
  • Value for Money
    4.1 (4,127)
  • Transparency
    4.3 (3,586)
  • Customer Service
    4.3 (4,209)
  • Adequate Speeds Yes (85%) · No (15%)

Reviewer Photos & Videos

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No problems whatsoever

published

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.

Transparency
Customer Service
Value for Money
Adequate Speeds Yes
Standalone or BundledStandalone
Contract Type6-month contract
Data TypeUnlimited Data
See all answers
1 comment
iiNet
Customer ServiceiiNet

Inconsistent and frustrating customer service

published

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.

Transparency
Customer Service
Value for Money
Connection TypeFTTP (Fibre to the Premises)
Start DateJune 2008
Adequate Speeds No
Standalone or BundledStandalone
Contract TypeMonth-to-month
Data TypeUnlimited Data
See all answers
3 comments
iiNet
Customer ServiceiiNet
Angie
Angie

I have tried responding to the iiOnline address above but told it’s an invalid address

iiNet
Customer ServiceiiNet
Erin44

Erin44Central Highlands and Goldfields, VIC

  • 6 reviews

Excellent Service iiNet

published
Transparency
Customer Service
Value for Money
Start DateJanuary 2006
Adequate Speeds Yes
Standalone or BundledBundled
Contract TypeMonth-to-month
Data TypeUnlimited Data
See all answers
1 comment
iiNet
Customer ServiceiiNet
Bill

BillMetropolitan Adelaide, SA

Ordering new service

published

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.

Connection TypeFTTB (Fibre to the Building)
1 comment
iiNet
Customer ServiceiiNet

criminalazkaban

criminalazkabanMetropolitan Adelaide, SA

Terrible Customer Care (Ezra)

published
Transparency
Customer Service
Value for Money
Connection TypeHFC (Cable)
Adequate Speeds No
Standalone or BundledStandalone
Contract TypeMonth-to-month
Data TypeUnlimited Data
See all answers
1 comment
iiNet
Customer ServiceiiNet

Alex Wilson

Alex Wilson

  • 2 reviews

Sorry to be leaving

published

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

Transparency
Customer Service
Value for Money
Connection TypeFTTN (Fibre to the Node)
Adequate Speeds Yes
Standalone or BundledBundled
Contract Type24-month contract
Data TypeUnlimited Data
See all answers
1 comment
iiNet
Customer ServiceiiNet

Merv

MervPerth, WA

Support for Problems

published

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.

Transparency
Customer Service
Value for Money
Start DateJanuary 1996
Adequate Speeds Yes
Standalone or BundledStandalone
Contract TypeMonth-to-month
Data TypeCapped Data
See all answers
1 comment
iiNet
Customer ServiceiiNet

Brian

BrianNorthern Region, NSW

never any issues

published

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.

Transparency
Customer Service
Value for Money
Connection TypeFTTN (Fibre to the Node)
Adequate Speeds Yes
Standalone or BundledBundled
Contract TypeMonth-to-month
Data TypeUnlimited Data
See all answers
1 comment
iiNet
Customer ServiceiiNet
Shewy

ShewyGoldfields, WA

  • 2 reviews

Overall satisfaction

published

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.

Transparency
Customer Service
Value for Money
Connection TypeI don't know
Adequate Speeds Yes
Standalone or BundledStandalone
Contract TypeMonth-to-month
Data TypeUnlimited Data
See all answers
3 comments
iiNet
Customer ServiceiiNet
Shewy
Shewy

When is iinet going to get into the mobile phone service, aka Telstra, optus etc. That way us consumers would be able to bundle the whole shebang with you guys.

iiNet
Customer ServiceiiNet
  • ADSL
  • Verified customer

Poor customer service, no internet connection for 3 months

published
Transparency
Customer Service
Value for Money
Start DateAugust 2017
Adequate Speeds No
Standalone or BundledStandalone
Contract Type24-month contract
Data TypeUnlimited Data
See all answers
3 comments
iiNet
Customer ServiceiiNet
Sam
Sam
iiNet
Customer ServiceiiNet

The right service

published

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.

Transparency
Customer Service
Value for Money
Connection TypeFTTN (Fibre to the Node)
Start DateJanuary 2016
Adequate Speeds Yes
Standalone or BundledStandalone
Data TypeUnlimited Data
See all answers
1 comment
iiNet
Customer ServiceiiNet

Aldo

AldoSouth East Queensland, QLD

Quality Service

published

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!

Transparency
Customer Service
Value for Money
Adequate Speeds Yes
Standalone or BundledBundled
Contract Type12-month contract
Data TypeUnlimited Data
See all answers
1 comment
iiNet
Customer ServiceiiNet

Christine

ChristineTasmania

the best we've had.

published

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.

Transparency
Customer Service
Value for Money
Adequate Speeds Yes
Standalone or BundledStandalone
Data TypeCapped Data
See all answers
2 comments
iiNet
Customer ServiceiiNet
Christine
Christine

thankyou


Very pleased

published

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.

Transparency
Customer Service
Value for Money
Connection TypeFTTN (Fibre to the Node)
Adequate Speeds Yes
Standalone or BundledBundled
Contract Type24-month contract
Data TypeUnlimited Data
See all answers
1 comment
iiNet
Customer ServiceiiNet

Over 4 years happy

published

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.

Transparency
Customer Service
Value for Money
Start DateSeptember 2016
Adequate Speeds Yes
Standalone or BundledBundled
Contract TypeMonth-to-month
See all answers
1 comment
iiNet
Customer ServiceiiNet
Nicky

NickyPerth, WA

  • 3 reviews

Great Support

published
Transparency
Customer Service
Value for Money
Connection TypeFTTN (Fibre to the Node)
Adequate Speeds No
Standalone or BundledStandalone
Contract Type24-month contract
See all answers
1 comment
iiNet
Customer ServiceiiNet

David G

David GFar North Queensland, QLD

Great support from Iinet

published

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.

Transparency
Customer Service
Value for Money
Connection TypeFTTC (Fibre to the Curb)
Adequate Speeds Yes
Standalone or BundledStandalone
Contract TypeMonth-to-month
Data TypeUnlimited Data
See all answers
1 comment
iiNet
Customer ServiceiiNet

MickD

MickDNorth Queensland, QLD

  • 3 reviews

Pay more for business, get worse service

published

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!

Transparency
Customer Service
Value for Money
Connection TypeFTTP (Fibre to the Premises)
Start DateJanuary 2012
Adequate Speeds Yes
Standalone or BundledStandalone
Contract TypeMonth-to-month
Data TypeCapped Data
See all answers
3 comments
iiNet
Customer ServiceiiNet
MickD
MickD

I don't recall getting a reference number the first night. When I tried again last night and spoke to business support, they gave me ref 344632798

iiNet
Customer ServiceiiNet

Nicholas Peter Aitken

Nicholas Peter AitkenGreater Melbourne (Inner), VIC

Becoming a member???? A total waste of your time

published
Transparency
Customer Service
Value for Money
Connection TypeWireless
Start DateDecember 2019
Adequate Speeds Yes
Standalone or BundledStandalone
Contract TypeMonth-to-month
Data TypeUnlimited Data
See all answers
5 comments
iiNet
Customer ServiceiiNet

It is quite amazing to me, by me placing a real, from the heart derogatory review about Iinet of how quickly you made contact, when I have been trying since last Tuesday to make contact with Iinet in Australia to resolve my situation.


Rosie

RosieSydney, NSW

  • 2 reviews

The best tech support

published

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.

Transparency
Customer Service
Value for Money
Start DateDecember 2019
Adequate Speeds Yes
Standalone or BundledStandalone
Contract TypeMonth-to-month
Data TypeCapped Data
See all answers
1 comment
iiNet
Customer ServiceiiNet

Fantastic! Thanks so much for your review and appreciation for our customer service team, Rosie! It's wonderful to hear and we value your lovely feedback. - Tal


Page 1 of 433

Questions & Answers

David Mitchell

David Mitchellasked

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?

3 answers
iiNet
Customer ServiceiiNet

Hi David,

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

David Mitchell
David Mitchell

Leo, thanks and I will do as you suggest. However, I have made similar requests in the past but with no action.

Kind regards

David

iiNet
Customer ServiceiiNet

Thanks David! We look forward to being able to lend a hand.

- Leo


Milan D.

Milan D.asked

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...

11 answers
iiNet
Customer ServiceiiNet

Hi Milan,

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.

- Leo

Milan D.
Milan D.

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

iiNet
Customer ServiceiiNet

Hi Milan,

Thank you!

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.

- Leo


Dave Thomson

Dave Thomsonasked

Do you still use that awful south african non existent "support"team ?

8 answers
Warren Davey
Warren Davey

Dave,
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.

iiNet
Customer ServiceiiNet

Hi Dave,

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.

- Leo

Gary Bloomfield
Gary Bloomfield

I have nothing but praise for the support team


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