iiNet Home Wireless Broadband

Six weeks, no fix, missed callbacks, and a router that made things worse After six weeks of trying to resolve a simple DNS issue — which I diagnosed myself before even contacting iiNet — I am still without a working service and have now been forced to escalate to the Telecommunications Industry Ombudsman (TIO). The problem: extremely slow page… Read more

loading across all devices. I tested Cloudflare and Google DNS before calling, and performance improved immediately. I told iiNet's technical support team it was DNS-related. Instead of investigating, they sent me a replacement refurbished Sagemcom router. It didn't fix the issue — it made things worse, degrading my Wi-Fi coverage on top of everything else. I reinstalled my original Nokia gateway and asked iiNet to arrange return of their router. That request was ignored for weeks.

What followed was a pattern of being transferred between departments, re-explaining the same issue from scratch each time, and being left with no single point of contact or ownership.

The most frustrating example: a callback was scheduled for 11:00am on 18 June 2026. I waited. No call came. I then received an email claiming they had tried to reach me but couldn't. My phone records show no call from iiNet during that period. This was not a one-off — missed and phantom callbacks were a recurring theme.

Today, I called again. I provided my case number. I was still transferred twice and forced to explain the whole situation from scratch — spending over 45 minutes on a call still unresolved as of writing.

I have since lodged a formal complaint with the TIO and will be providing full records of my interactions, emails, and phone logs.

If iiNet cannot resolve a DNS issue in six weeks despite being given the diagnosis upfront, and cannot honour basic callback commitments, I cannot recommend them to anyone.

Would be no stars if I could Have had internet issues with iinet that have been on and off for several months Issue was resolved temporarily about 6 months ago but have started again in the last 2 months Have had to fight to get a modem replacement which was confirmed nearly 3 weeks ago, despite calling back to ask where my modem was I was told… Read more

it wasnt accepted for delivery that was a week ago

Called again today to follow up on the issue and theyre having an outage so cant do anything, an outage I was only advised of after waiting on the phone for 30 minutes

Really terribly poor service lately and Ill be going elsewhere at this point

If you cancelled you account, you will no longer get your receitps anymore. I called them to get my payments reciepts because I couldn't login. They said we cannot help because you're no longer active with us. I will never let anyone I know use this service. Very disappointing Show details

Excellent service – I recently contacted iinet with regard to my slow internet speed. They were most helpful and attentive to my need. Within a couple of days they had accessed my problem and a technician assigned to the job arrived as arranged in a couple of days and rectified my problem. This I think was exceptional service given it was pre Christmas. Well done and… Read more

thankyou to iinet I am so glad that I've never made the switch to NBN as I believe iinet is a faster speed. Cheers Noel Deutscher

Amazing customer service experience – We had an issue with or internet service and called for assistance. Our customer service officer Chelton was absolutely fantastic. He talked me through the processes that were needed and we had a successful outcome. Thank you Chelton for your wonderful customer service and thank you iinet. We have been with iinet for over 10 years and we are so happy with our service, support and assistance they always provide.

Good Option for Broadbands – Connection was good. No major issues with Service. Excellent customer service when Account was closed (moving abroad). Would use again in future. Show details

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

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

Absolutely abysmal. Reguraly getting 16Kbps download on wireless broadband. No not 16Mbps, not 160Kbps, 16Kbps. Someone else said it best here; " I had better internet speed when the internet first came out!" And so I call up to cancel and get a full refund... Only to be put on hold then hung up on... Twice!

After being a valued customer for over 10 years the last 15 months ive had nothing but issues with the services and had phone calls back to back with iinet. Them telling me a technician will come out and I need to pay $10 for delivery of a modem and them not sending a technician or modem ( that happened on 2 different occasions) They tell me I… Read more

need to do speed test and reboot, well I was doing both of them multiple times a day. After 5 months I made the phone call to the ombudsman, iinet had until the 11th Feb to call me to fix the issue and communicate about compensation ( ive been paying $80 per month for a service i couldnt use the to the full extent) nothing!! Absolutely nothing until I had enough and called another provider and am getting set up with them. Iinet TIO call and I explain the whole thing to him again for the 1000th time, saying that he will get a technician to call to try and resolve the ongoing issue, I told him not to worry and that I was cancelling iinet and have signed up with another company. After more then 12 months of back to back issues with the service all they are offering is $160 ( i know its better then nothing but that's not the point you pay money for a service but cant use it to the full extent of what you are paying)

Do not recommend them at all!!

Speeds have been just OK until recently (we are on top tier). Now, if I want to stream movies or TV shows, even after midnight, the service buffers, buffers, buffers. Nor are daytime speeds much better, despite me spending $$$ on a new mesh system to boost the signal. I am so sick of paying for internet that is so unreliable. I will be looking for better elsewhere. Show details

Completely and 100% customer service is terrible after 20 years being a customer the last 2 weeks have shown me that I need to get away from this company. I do not want to recommend Iinet. And recommend you look else where for customer service or normal helpline services Show details

Worst company ever. Can't cancel a direct debit, can't cancel the fetch that hasn't been used in years, have asked several times and still get charged. In my area we apparently couldn't get the package we needed. 'Upgraded' a year ago and then realised nothing changed but got charged more. Now with Aussie Broadband and it's so much cheaper and… Read more

faster, I feel so ripped off being with this company. Will never see the refunds so hoping to save someone else from signing up.

Almost 500 Mbps download speed some days, then completely dead the next. Always a gamble whether you will have service or not. Called the number to get a resolution to the problem and selected the option for a callback. Answered the phone when the call came through after ages of waiting and it just hung up on me. Completely wasted my time.… Read more

Deliberately vague website that makes leaving feedback and complaints virtually impossible. Obviously want to turn a blind eye to the shortcomings of their service. Really have to wonder what we are paying $80 a month for.

Horrible ISP cant wait to change to a better one. Long time customer of 20+ years (Originally was Adam Internet based in Adelaide Australia) I'm sure the issue is with the modem but iiNet will not supply another one to a long time customer !!!!! If I was to join as a new customer they would give me one of course !!!! Keep getting told by call… Read more

centre in Philippines that the problem has been passed to an engineer and they gave me a reference number and said they will call back within 24 hours, but they never do, this has happened multiple times. I should of changed over when iiNet stopped their email service "to concentrate on improving their internet service" (laughable) of course monthly cost remained the same! Terrible ISP providing terrible service. Stay away from them!!

Total scum bags iinet. Iive been with them 8 years parents for over 20. Called them to cancel and go with TPG, they offered a $10 month discount to stay. Since then they have slowed my internet speed. And my parents now have some nonsense charge they've never had amounting to the $10 discount so no discount at all. Putrid scum they are and all operators are from overseas. Show details

AVOID BIG TIME! I had been a IINET client for over 7 years - internet quality wasn't great but I guess it was convenient. Moved houses and went through their website to move my plan from old to new house. To start with, they did not cancel my service and made me pay upfront for a new one (old customer no Black Friday discount so had to pay $94.99… Read more

for new NBN plan) meanwhile they kept me charging for my old service saying it could only be cancelled when new service was active. New service could not be activated because of NBN box issues, they said they had to schedule a NBN technician to resolve the issue - I work from home could not wait a week to get a tech. Out of frustration I cancelled it - still to receive refund for new service that was never activated and paid upfront and pro-rate refund for my old service that should have been cancelled on the date I advised I was moving out. I joined AUSSIEBROADBAND and NBN box issue was sorted in 5 minutes via live chat (not hours on the phone without a solution like iinet) and I got the BF discount too!

Absolute Joke. Signed up and was guaranteed that i would have "excellent service" in inner Sydney. Since day one I have had almost zero internet connection, the second hand router they sent that they claim is "refurbished" has had to be reset at least 7 times a day on average as it simply stops working. After Daily attempts of resolution from… Read more

iinet I've had one message from them saying it is not near a window (it is near a window and I have tried every single area in my house with no difference made. Since that initial message from them, I've received no response from iinet, just total ignorance. Save yourself the frustration and do not sign up. Also they claim that 5G is not available in the Greater Sydney area when it is

They couldn’t connect us with wifi for a week or so but they took money from our account for their service and wifi machine. After more then week waiting for them to do something we decided to cancel their service and return their equipment to them.Now more than 6 weeks and they didn’t return us our money they were quick to take from our account.… Read more

Every time you call them different people answer the phone and promise they will fix it up and make sure we got our money back but still nothing. Just warning people to think hard before they sign with IInet. I wouldn’t recommend them to anybody. Be aware !!!!!

Have been with iiNet for years. They have gone down hill! My wifi is constantly dropping out. They've told me there's no outages and my modem is fine. If course their solution is upgrading to a pricier NBN plan! Lol... Yeah, no thanks! Show details

This company has become the worst ever in goods and services act. They communicate through call centres in Philippines, they can't fix problems their products as far modems are faulty, their customers service is pathetic and sub standard is was a customer for twenty years they couldn't even send me a replacement modem only to find it had been… Read more

sent to a wrong address. I do not recommend anyone subscribing to this provider . They are not worth the money do not take any risks with iinet you can do better elsewhere.

swerve this company, they are terrible, the worst service,ive been with this company for 3 years and i tried to upgrade my current deal several times, the live chat is useless,zero help with 10 minutes delays inbetween replies, they rarely answer the phone, when they do, the language barrier is awful, literally reading lines of english that dont… Read more

make any sense and then disconnecting..ended up switching to agl, called to disconnect the internet with iinet , worked out a date for this to happen, they disconnected it instantly, leaving with me no wifi for a couple of days, called to see why, they didnt know why they had done this and asked if i wanted to take out a new service with them instead,

Customer service is dreadful. I contacted iinet due to a billing issue. The answering service to me they would call me back so I wouldn't lose my place. 22 hours later I was still waiting. I contacted iinet again, but couldn't get any satisfaction. When I asked to speak to a supervisor, I was put on hold for ten minutes, then told '[Name Removed]'… Read more

would call me back in two to three minutes. 45 minutes later I am still waiting. They are an absolute disgrace. Further to this '[Name Removed]' just sent me a message saying she couldn't reach me, despite me sitting here awaiting the call!!!!

I cancelled my iinet account in early April 2025, they even refunded me some money. Then on 8th September 2025, they took $461.28 from my account. This is theft. Today (12th Sept) I'm still trying to get my money back. From what I can read, companies have to securely delete all customer details as per privacy Act . I am a pensioner and this has… Read more

caused me severe financial and personal hardship .

After many calls Iinet has given me back my money. I have requested they delete my details as per the Privacy Act, and also asked them to investigate their systems so this doesn't happen to someone else.