The worst VOIP experience possible
Appalling porting process. Completely hopeless communication from porting team. After getting through an entire day of glitches, we discovered that iiNet BizPhone couldn't support the change over from virtual fax through our previous provider! Had to change back to the previous service. Never again!
My connection is really good. I have had no problems. But what I like most is how easy it is to deal with iiNet people. They are all so friendly and helpful.
Failed BizPhone Setup, Bad Processes and Service
Problems started early. Sales staff built the wrong order and handsets were sent to wrong locations in wrong quantities. Their partner, TPG are accountable for some parts of “provisioning” and not others. Mixed branding, emails, instructions and mixed ownership. Internally staff are unsure. Back-end IT faults caused delays and issues in provisioning and their Frontier portal wigged our for days and didn’t reflect actual phone numbers. Updates took days. Had to call each time (over 50 calls, charged at 1300 rates) and speak to someone new each t...ime and reverify identity (picture this 50+ times). Tried to escalate two issues early on and heard nothing. Technical agents are slow and don’t follow up, have to chase (see my 50+ calls). Have 25+ reference numbers, of which staff have little visibility. Their phones drop out, no ownership, a flurry of technical and human errors.
Too complicated, and unsuitable for our small salon, all we needed was a simple answering machine.
This was recommended by iinet for our business (we'd been customers with them and thir acquired company for 14 years) when all we needed was a simple answering machine. Our busy staff didn't have time to enter passwords to operate and it proved impossible for staff to record msgs on the actual machine. This had to be done on computer,and in a special format. Managed by cumbersome "toolbox" system. Technical staff will only speak to an account authority, so if the owner isn't present, they won't speak with staff onsite, not much help when your...phone's not working and clients want immediate contact. Our staff gave up on Bizphone, wanting to revert to our old handset. But...it's impossible because once you sign up, the phone number is somehow inextricably linked only to the Bizphone handset, meaning we were stuck with it. Our connection was only average and occasionally experienced dropouts. It was extremely difficult to get iinet to respond at these times because they were only prepared to speak to the business owner and, as is the case with many salons, she wasn't always there on site when the problems occurred. Nor do any salon staff have the time (often 30 minutes) to abandon their clients whilst they go through id checks etc with iinet technical staff. We were not prepared to give junior members of staff an authority on the account as that gave them access to the whole account. I think that side of customer service is a serious problem and quite obstructive when all you want is to get your phone up and running again. I regret to say that I can not recommend this system to a small business like a salon.
BizPhone via ATA works well
iiNet customer service is the best I have come across in 3 decades of dealing with telecos. They recommended their ATA Bizphone option which allows me to keep my existing analogue PABX. We are a small office and don't need anything more. The ATA works well, call quality is the same as our previous PSTN lines.
- Verified customer
They won't cancel my bizphone and keep sending me wrong invoices
-3 months ago i signed up for bizphone (no contract option)
-about 1 week later i asked to cancel since the product doesn't suit us
-since then and after asking them at least 3 times they still haven't cancelled my service and they keep sending me invoices and "payment overdue notifications"
-i have reported the case to the TIO and iinet came back to me and said it could take another 3 months until their system cancels my bizphone. i now have an assigned case officer.
-their reason is: due to covid there are delays.
-very bad customer service....This has incurred hours of unnecessary admin work. -i suspect the takeover by TPG may cause this bad customer service -covid only seems to impact their cancellation department, not their invoicing and debt collection department. that doesn't make sense to me. -in comparison, when i asked ringcentral to cancel it took them 2 hours
Fantastic product and service
We run a busy restaurant and we never have a problem with connection or drop outs. The customer service is fantastic. I would recommend it to everyone. Very easy to use
Customer service is second to none! Friendly, prompt and super affordable
We never had any connection errors, communication was exceptional and our business atm, modem and wireless products Ll worked without a hiccup. Thank you IINET, when our business is back up and running, you will be our number 1 provider
So far so good and if it works as well as our voip phone we have had for years we will be very happy. We had a few problems at the start but they have been competently sorted. Thank you.
This product is excellent for our business
The Bizphone is reliable and easy to use. The menu is simple and easy to navigate.
We even moved it to home during the COVID-19 shut down and it allowed our employees to work from home. IINET technical support is also excellent. I fully recommend IINET and its products for business and for home.
- Verified customer
I was struggling with what service to use for our office phones and initial attempts to contact others to get an idea of what might be on offer were frustrated by lengthy waits for an answer until I called iinet. The quality of the phone advice was high and I returned after trying others to find iinet good time after time to attend to questions. I did sign up and the service and guidance was excellent and they rang me to check on my progress and to give instructions on an next steps to get set up. Again service and attention to the detail has been excellent. I can totally recommend them for advice on the internet and phones.
Great Service and Response.
It is great not to worry about Customer Service.
Quick, No 30min on hold.
And they do call you back.
Bizphone was simple. Plug in and done.
Refer IInet and bizphone to all before anyone else.
Bizphones are a lifesaver through the pandemic
Bizphones basically are portable as you and your employees can plug and play at home! Perfect when we all had to move from the office to home...we can still just dial each others extensions to speak to each other!
I needed to change the account holder details and was pleased to see iinet contacted the original holder to confirm my request was in order. Promised a call back and did so within the hour with everything finalised. Very prompt service and very pleasant staff
We ordered Biz Phones but when it came to installation, the lines didn't work. After 3 months of receiving bills and final demands by letter, text message and phone calls for a service that we didn't have and iiNet customer service repeatedly saying they'd fix the problem, they never did. So I reported them to the Telecommunications Industry Ombudsman, that helped and they reduced the bill from approx $700 to $126. But given that we never received the phones and never used them, that's still not acceptable. It's 6 months today and now they're ...demanding money for a modem apparently supplied 7 months ago that we never received. As far as internet connection goes, Our Cisco modem reported the following during a 2 week period ending 16th April 2020: Full inits: 29 Failed full inits: 624 Short inits: 0 Failed short inits: 45 For those who don't understand, that's one hell of a lot of drop outs. I don't recommend iiNet. Their sales team are fantastic when they sign you up but their support team are useless when there's a problem.
I am so happy to give 5 stars because they deserve it.
Quick Background. We are an IT Service provider so technology does not scare us, but because of our background, we expect that technology will work and if not it will be fixed and supported.
Our order with iinet was for the NBN and for 4 x Bizphones with our published office number being ported from Telstra.
This was in November 2019. So now after 6 months, the honeymoon is over and I can write an objective review.
The NBN connection was faultless, took no more than 45 minutes to have my entire office cut over to the new service. They lose...one point for not asking what our internal IP address was, so we had to configure that ourselves which for us was no big deal. The Bizphone on the hand was stressful. The handsets arrived quickly, and we plugged them in ready in anticipation of going live in early December. For reasons not explained adequately to us, the order to port the number across from Telstra was lost and we had to go back to the end of the queue. All told, after a lot of phone calls, emails, complaints (including productreview.com.au) it took three months and we were live.
Wish I never converted to Bizphone
We have been loyal business customers with iiNet for over 13 years and recently converted to NBN with iiNet. As this was operating with no issues, we converted our telephone system to VOIP with iiNet on 18 March 2020. This has been nothing less than a total disaster as the system supplied by iiNet does not provide an acceptable level of service both product wise and customer service wise.
We have 5 lines and picking up incoming calls on other lines is impossible, with the handsets being unable to pick up calls from other handsets, leaving our...staff running from desk to desk, trying to answer incoming calls. Since the systems installation and conversion to VOIP, incoming phone calls are frequently cut out or are never connected. Answering calls from handsets is a joke as a quarter of the time the incoming call is non existent from the receivers end, but still active from the callers, meaning a loss in customers from our end. Voice mail cannot be set up as the option is non existent (although promised). Outward calls suffer from the same lack of connectivity, resulting in several attempts to make a simple outbound call. Each time we have made contact with iiNet (and there have been plenty), we have been on hold for periods of well over an hour. When we actually manage to speak to an iiNet team member, all of whom have been located in either South Africa or the Philippines (no local contact whatsoever), they have no idea on how to rectify our issues but are more than willing to carry out a factory reset, which does nothing whatsoever to alleviate the issues. As we have had this system for less than 2 months, carrying out multiple factory resets is not an acceptable solution. That is, of course, assuming we manage to get so far as to actually speak with a customer support member, as the majority of our calls are disconnected by the iiNet team member midway through the conversation. Once disconnected, we need to sit in a queue again, waiting to speak to another iiNet team member who invariably disconnects the call, rather than speaking with an actual customer. Literally hours have been wasted by our staff in our attempts to contact iiNet. This telephone system and its provider’s dire lack of customer service has been for disaster for us and has cost us a fortune in lost leads and lost customers in circumstances when every customer can mean the difference between a trading business and one that is no longer financially viable. On 30 April 2020 we contacted iiNet and advised we wished to cancel our contract. We were informed by iiNet that their cancellation team be in touch soon. It is now 08 May 2020 and we have had no contact from iiNet. In view of the above issues and iiNet’s inability to provide an acceptable product and level of customer service, we now have no other recourse but to raise this issue with the Telecommunications Ombudsman and ACCC and lodge a formal complaint.
Trouble Shooting Made Easy
I recently had to contact iinet about troubles we were having with our Bizphone system - and to be honest I was dreading it!! Long wait times, hard to understand operators etc.
However my experience with the customer support was nothing but helpful, informative, pleasant and most of all quick and easy. Would not hesitate in contacting them again with any issues I may experience. in the future.
We have BizPhone and have no problems, only when the NBN goes down, and we loose jobs, when I phone for help staff are always very helpful and pleasant , thanks
No phone line for 5 hours
I was porting a number from another provider to iinet today. I was told the process would take 30 minutes to an hour. After nearly 3 hours of downtime I called iinet and was told it takes 30 minutes to THREE HOURS. I have now been waiting 5 1/2 hours with no phone line for my business. Switching to iinet is seeming like a big mistake if they can't even handle the basics.
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