iiNet Mobile

I recently attempted to purchase a pre-paid eSIM through iiNet’s website. Unlike every other provider I’ve used—who typically process payments and send eSIM activation details within 30 minutes at the most—iiNet’s system seems stuck in the dark ages. Despite entering my payment details at checkout, I was informed that it can take iiNet up to 24… Read more

hours to clear a payment.

Needing an eSIM urgently, I requested an order cancellation. This was a further frustration; the cancellation agent was pushy and overbearing, persistently trying to upsell me even after I had explicitly and repeatedly requested to cancel. Given the slow processing times and the aggressive retention tactics, I will not be using iiNet in the future. I suggest looking elsewhere if you need a reliable and modern service provider.

My husband was with inet and they blocked his international roaming while we were away because he didn't add money to use overseas which he didn't have too. I aslo used to be with iinet and the service is terrible and we will never use them again. Show details

"Avoid iiNet Mobile! My phone was disconnecting every two minutes for 15 days. I emailed their support explicitly stating 'I cannot receive calls or data'. Their brilliant response? They emailed me back saying they would CALL me to fix the issue! They don't even read customer emails."

Two days ago I transferred my and my wife’s mobile plan from Internode to iiNet. Seeing as iiNet own internode I believe this should have been straightforward although it did take an inordinate amount of time - but still seemed to have all been… Read more

sorted. That’s not the problem though. The day after activating our phones with the new e-sim they have both stopped being connected and can now only make SOS calls. As we are in suburban Adelaide I am pretty sure it’s not a coverage issue. And the only way to get assistance is by - phone! There is an email support service but that helpfully has a turnaround time of 3 days.

So day 2 and I’m still waiting for someone at iiNet to read my email….the phones still don’t work and I’m not happy, both with our phone issues but also the poor iiNet support if you don’t have a phone. I also can’t access the iiNet toolbox site because that requires sms confirmation which of course is not possible. So left in the dark….

It has been 15 days since I requested a switch from the pervious provider to iinet and still waiting for their activation, unreliable service. I have called numerous times their customer service, no action yet they say be patient, half a month is… Read more

gone still asking me to be patient. They made me to verify digitally and took a picture of me with my driver's license several days ago for their file which I did to get the sim activated but still pending and waiting.... I don't have any connection on my phone & I need to use the phone but no connection. The iinet disconnected me from my previous provider without connecting me to their system & were quick to charge me for the service to yet be activated. Not sure what is my option right now? I like to keep my phone number & use my phone but can't think of alternative to ditch the iinet with their scam service

Horrible coverage . Slow internet. Horrible communication and they will transfer you to three different people if you wanna cancel their service . Log in page is horrible as well Show details

After recently changing debit card, my account was blocked despite updating payment details, I even received confirmation and reference for the change of payment details. I'm now unable to contact customer support and am currently paying for a service that I cannot use (still within payment period with next payment due end of month). If I cannot get it sorted out asap I have no choice but to change providers! Show details

DO NOT GO WITH IINET MOBILE!!!!!! its horrendous. when youre out shopping, the network drops out and you have NO signal to make any purchases!!!! I have cancelled my internet services and theyre still charging me!!! funny enough, when youre using their service and you dont pay on time, they disconnect your service but OH when you tell them to cancel it, they still charge you ?? like make it make sense!!!

Iinet use Vodafone, after Vodafone said they'd increased their coverage by 50% I thought I'd give Iinet/Vodafone a try. Big surprise the coverage is still lousy even in outer suburbs of Perth and extremely sketchy heading toward Margaret River region. Nothing like being in the back blocks and having the data drop out and therefore Google maps.… Read more

Iinet toolbox is next to useless, at times takes 5 minutes to log in and much longer to get to my daughters settings, I use this every night and morning to turn their data off/on. If I had a dollar for every time I thought the data was off and it was still on (because I selected it off and didn't wait 5 minutes for the page to refresh) I'd be a rich man

90% negative, go elsewhere people. I complained last year because iiNet messed up the porting of my phone number. They wouldn’t speak to me or process anything until I provided my drivers licence and a weird selfie video of myself to prove my identity… low and behold 12 months later they have had a breach of information. I’m now yet to hear if my… Read more

drivers licence has been compromised. I did not want to provide this information for exactly this reason but was forced because they held my number to ransom as it was disconnected but not set up on their end.

Waiting for my apology for exactly the thing happening that I wanted to avoid. No reason for a mobile provider to demand my drivers licence AND REFUSE TO LET ME BACK OUT IF I DIDNT WANT TO!

Please stay away from them. No coverage at all. Vodafone saying double the coverage. So funny. Don’t waste your money and time. I have changed the connection in 2 days. Show details

Absolutely appalling customer service. Asked multiple times to stop sending emails and SMS with misinformation stating my phone does not support 4G when it does (also confirmed by customer service that it is compatible!). False promises, 'lost' record of customer service interactions, inability to stop sending spam. How on earth they still have customers I will never know. Avoid at ALL COSTS! Even it means paying a little more. Show details

Such a pathetic service. Don’t go for their mobile service . There is no network coverage and worst customer service. I used 15 days and ported to other service. Show details

I just joined iinet with their cheap mobile data packages. The worst internet experience i’ve ever had. As soon as i enter any building the bars drop to 1 5G or to 4G. I had an emergency where i needed to call a loved one and i wasn’t able to because of poor service is a built up area. Horrible experience Show details

I have been an IInet customer for over 14 and a half years and this morning i reluctantly made the decision to move to another provider. When I joined IInet one important feature was to have all my mobile and home internet services on the one account. However, over time due to IInet decisions to move mobile service providers and upgrading my… Read more

internet to FTTP I ended up with multiple accounts and toolbox logins.

Earlier this year I started to get text messages that the billing details for one of my mobile services was no longer up to date. I went into IInet Toolbox on multiple occassions and updated my credit card details and ensured any balances were fully paid up, but this did not resolve the issue. It appeared I could not actually see the mobile account in Toolbox that was the problem. I received another text message terminating my mobile service. (While I was in cyclone warning zone and suffering a life-threatening medical condition that requires me to remain contactable for a potential transplant). I called IInet explained the issue with the accounts and how I had tried to update my billing details. They took action to place all of my accounts under the one toolbox login and they apologised for the problems they had created. However, I decided to review how much I had actually paid IInet over the period since the issue came to light. I found that I had paid a staggering $520.89 to IInet between 15 Feb and 8 March! I sent a list of the transactions to IInet asking for a please explain. Apparently, I had been charged a $234.97 reconnection fee for a problem they had already acknowledged was their fault. Despite the glaring opportunity for service recovery the penny did not drop at IInet until I moved my services on 19 March. It was only at that stage did Mary from IInet call me despite multiple emails with John over week before. I am paying more at my new provider but so far the service has been excellent.

iinet can not access a 5G Network in metro area – No access to 5G in a Metro strong 5G area. Do not recommend…. The Iinet website 5G coverage maps show coverage in areas that can not access 5G - confirmed today by Iinet in an escalated support call about only getting 4G. Support has said they are upgrading with Optus in 3mths+ and coverage “should” improve - currently with Vodafone. Access to… Read more

5G needs to removed from advertising and the coverage maps should be updated as they are false & misleading and should certainly be of interest to the ACCC.

Run - Don’t Walk Away From This Company – Do NOT ever use these people. I signed up for their ESIM to use overseas and it was a nightmare from start to finish with countless hours on the telephone. Ended up at the telecommunications ombudsman and they still didn’t contact me. I cannot get rid of them quickly enough. What a nightmare. Epilogue - over 12 months down the track, I’m still… Read more

receiving text messages and emails asking me to pay my bill (which actually shows they owe me money). I ring them and they won’t pay, saying the account is closed, but the texts and emails keep coming despite asking them to stop.

The aussie telecommunication nightmare – Absolutely played for a fool, rang and just kept getting the run around for phone and internet bundle, both kept dropping out over months. Apparently 1 tower competing for all customers so drops out, just an Australian telecommunication crap show, shame on telstra and the government for setting up iinet and vodaphone for failure!! Show details

Avoid for brand new customers – Very BAD with the system they use to active a new service. Basically you have to have an existing phone number inorder to setup a new phone and a service with them. What about a brand new customers who never had a phone or pple who use retro phones.. Guess what.. can you not 1) sign into you account and 2) can not active your new plan. The cr@y… Read more

system they use NEEDs an existing mobile number to send you the 2 factor authentical sms code.. unlike optus or telstra who can also email it to you the mupets here can only SMS it.

Avoid, avoid, avoid - otherwise, caveat emptor and have the TIO on speed dial – Contact the TIO immediately! I switched over from Vodafone, same network that iinet uses, and could not send SMS' from my iphone to android phones even though it was working with the previous provider. The customer service and troubleshooting teams are located offshore, and simply read off a script rather than get to the crux of the problem. The… Read more

first agent doesn't talk to the second agent so the second agent will ask the same thing as the first, and then repeat again for the third, fourth and subsequent agents. Raised the issue with the TIO in an effort to get someone's attention.

The iinet case manager in charge of the TIO complaint didnt respond for almost 4 weeks, despite me calling them several times. Found out she was leaving the company so didn't bother to respond.

Do yourself a favour and save your headache for something worthwhile because iinet is NOT worth the trouble or effort, regardless of how cheap they are.

PS - the Vodafone network is terrible

A week and still not activated – Over 6 days since my SIM card arrived and I still haven't been able to activate it. I recently returned to Australia from several years abroad and pre-ordered the SIM card so I would be ready to go. I attempted to activate the SIM when I returned, but was informed that I needed to provide another phone number to receive a passcode... since I only… Read more

have an active UK phone number, this needed to be verified... requiring several business days to confirm from the security team... well I'm still waiting and have been informed another couple days may be needed. I really shouldn't have wasted my time with this organisation, so I'm cancelling. I should've just walked into an Optus store in the first place to have this sorted

iinet's customer service for me has been great – I don't understand the negative feedback. I have been with iinet for over 13 years for my internet in regional Queensland, and about 4 years for my mobile service. Whenever I have had an issue it's been easy to reach someone and it's mostly fixed fairly quickly. I'm not a young person and often need tech assistance. iinet have provided excellent… Read more ·  1

customer service. My speeds on the internet aren't great atm but I'm about to upgrade to NBN from the cheaper wireless service which is why it's slow.

Stay away – TERRIBLE TERRIBLE TERRIBLE. Apparently I need to have two mobile phones in order to activate a sim plan. I have been using mobile phones for past 30 years and never in my life I was told that I need two mobile phones in order to get a phone plan (smh) :) Show details

Lying, deception, paying multiple times for a product that has not been delivered – I contacted iiNett 2 weeks ago to use them as my new mobile provider. I spent a few hours on the phone with them getting confirmation that they were able to send me a new Sim card within 24-48 hours (they confirmed this with their backend/tech support before making me this promise). I explained that I had had major issues with my current… Read more

provider and would be without a usable phone number or internet within 24 hours and I was assured that this would not be an issue and that I would not need to call them or use the internet to connect to my new Sim card.

I was very apprehensive due to my recent issues with a provider I had been using without issue for many years but was assured multiple times that it would be a seamless transition and that the Sim card would definitely arrive within 24-48 hours.

After 48 hours I used my friends phone to contact iiNett to ascertain what was happening.

I was informed that my Sim card had not been ordered let alone sent due to them not receiving a payment from me. I sent them confirmation of my payment but they made me pay a second time, stating that the second payment would be reversed once it came through their end.

I spent another few hours on the phone and was assured that the Sim card would be sent to me. This was over a week ago. I am unable to call them (as I told them) and am unable to email them as all emails are set to no reply. I am unable to connect to Live Chat as they do not recognise me as a customer and I am unable to send Web mail to them as they require me to log in using a 6 digit number that is sent to my phone number that is not active. I gave them my current phone number but they obviously are not sending the six digit code to that. I am also unable to log into my account which also requires that I use a six digit code sent to my phone number which is not active and when I click the option to have the code sent to me another way and provide my email address, nothing happens.

To summarise: 1. I was promised multiple times that the Sim card would definitely been sent within 24-48 hours 2 weeks ago 2. I have paid twice for a plan/sim card that I have not been sent 3. I am unable to log into my account, use Live chat or access Webmail or contact anyone to help me resolve this. 4. The Sim card has not arrived and no one has contacted me to resolve this issue

Worst customer service and haven't refunded money I am owed - do not use! – I was a prepaid mobile customer for a couple of months. I soon discovered that despite being in the inner suburbs of a capital city the service doesn't work - think duplicate text messages being sent, call dropouts mid-call, no internet service about 50% of the time. I cancelled the service 8 days before my new billing cycle. iiNet still bills me… Read more

8 days later despite assuring me they wouldn't. About 8 calls to iiNet later over a period of 3 days and I'm once again assured my money would be refunded - service rep even put in writing my money would be refunded within two weeks. Two weeks on, still no sign of my refund, all emails to iiNet have gone unanswered, escalation of my concerns didn't result in a callback. I've lodged a formal complaint today and will be going to Office of Fair Trading next. This company will take your money after you've cancelled your service and won't give it back without a lot of time, frustration and effort. Just avoid at all costs.

iiNet are rubbish – Don’t buy a ‘cheap’ eSIM from this company. Enquiries take hours and you get nowhere. You also don’t talk to anyone from Australia, so their understanding of the English language makes for a frustrating time on the phone. Without service for 5 days just trying to get the number active. I’m going with Optus because I can’t be bothered dealing with them. Yep, I’d rather go with Optus than deal Show details

Better customer service than most – If you are in a location where there is adequate coverage for the network iinet use, their customer service is better than most. I decided to leave this company because I have been having network coverage issues. Things went horribly wrong due to the provider I made the mistake of trying to move to. Although no fault of iinet they went above and… Read more

beyond to ensure I can transition smoothly to another provider. If their coverage improves I would not hesitate to go back to this provider.

Trashcan of the mobile SIM world - AVOID! – Scammers and crooks masquerading as a respectable service. A few months after ordering my SIM, the SIM stopped working completely (what company sends out SIMS that become defective? it's never happened to me before). It took about an hour on the phone - and being switched from one department to another - just to get an iiNet representative to… Read more

agree to send out a new one. A week later, it still hadn't arrived. It turns out it was delivered to the local post office & no note was left about this (as tempting as it is to blame Australian Post, this has happened several times before and only with iiNet). When phoning iiNet to finally try to activate the new SIM, they refused to do so (since the necessary paperwork hadn't been completed). They also refused to cancel my plan.... meaning I'm now stuck with a service I can neither use nor want..... Do yourself a favour and avoid this mobile provider like the plague - don't be drawn in by their cheap-looking plans (which only come to an end after a few months anyway).

Run far from them, you will regret doing business with this company – I cancelled my mobile service in accordance with their terms and conditions, At the end of the cycle they didn’t cancelled my service, instead they charged my account, when asked them to return my money, the “escalation supervisor” laughed at me and said that I have to wait 3-5 days for my money to be returned to my bank account. This is a… Read more

practice that can only be branded as theft. They offered “immediate credit to my account” what account? I cancelled the account. Iinet charged me for a service that was cancelled and I have to “understand” them? What if That stolen money was all I have to feed my family, would my family be able to feed with an apology?