iiNet Mobile Broadband

Changed to iinet. It took 2 weeks to get any txt messages. Came in bits and pieces, Using previous plan usage information was recommended the 50mb plan. Continuously get Txt that I need to top up the account as data used, Changed to max plan but don't get the 6 months intrduction at 50% off, Realy wish I had not changed over, It's bad!!!!!!!!! Slow slow slow Show details

Extremely disappointed with iiNet. Despite numerous calls and emails over the past month, my SIM has still not been replaced. Poor communication, no resolution, and unacceptable delays. Very frustrating experience overall. Show details

Recently signed on to iinet mobile, they have the worst customer service. If you call them with a problem they cannot help you. They will fill out a form for you and tell you that they will be in contact within 48hrs. If you miss the call, you need to fill out another form and again wait within 48hrs for a callback. If you call for a add on data… Read more

it takes 3-5 business days. The worst mobile company yet and I've been with dodo and Vodafone and they can fix anything on the spot. Don't Do It

Service – Excellent service and iiNet is the best, definitely better than Foxtel and other broadband. Wifi is great never had a problem at all. Love more sports channel tho. Keep up the good work. People from customer service doing a great job. Show details

Never had any problems with iinet – I have been with this company for 13years having had a lot of problems with my previous provider if I have A problem I just make a call and they go out of there way to help me fix it I have never had a mobile supply ring me to change my plan to a cheaper one because I was not using my allowance but they did Show details

Vodafone mobile terrible quality. 1/2 of my calls drop out or are unintellible. No service in country areas – Unacceptable Iinet mobile service via Vodaphone and support. Most of my phone calls made from Perth are unintelligible or drop out. No service or very limited service in country areas including Nannup, Augusta, Busselton and Coral Bay. Note that my daughters Iinet Optus worked ok in Coral Bay, whereas my Iinet Vodafone had no service. Iinet… Read more

support refused to address this issue or the $80 bill this caused. I use a Huawei P30, so issues are unlikely to be phone related.

Terrible costumer service with the operators very unresponsive and just repeating sentences like robots and not addressing costumers concerns at all. They have charged me after i cancelled my plan with them despite making multiple phone calls about the bill that received. The network was also very bad.

Terrible Service – Avoid iiNet Bought a new SIM card and never got the confirmation email. Called six times and got different excuses each time. Still no service. Completely unprofessional—don’t waste your time. Show details

Beware of iiNet’s Unfair Billing Practices I downgraded my mobile plan twice before renewal, yet iiNet still charged me $45 in advance for the higher-priced plan I didn’t want. When I contacted support (Jay from customer service team), they refused to refund me, claiming the charge was valid despite my manual changes. They assume what you want,… Read more

charge you unfairly, and won’t return your money. Beware of this provider—they might overcharge you, and you’ll never get your money back!

Was without internet and phone because of the cyclone. Internet outage is understood but being without a phone so long is very risky and inconvenient. The company then refused to assist me to port my number out. The internet service and mobile service was patchy at best with constant dropouts and the customer service almost non existent. This provider is not fit for Australian conditions. Do not recommend. Show details

QR code for eSim - Slow and Tardy Experience – I have 2 mobile phone services with iinet and wanted to add one more service. I ported my number from another provider to iinet and bought an esim. The esim was added and ported, however I accidentally deleted my esim. I have reached out to iiNet support immediately on the Tuesday 18th Feb. I had to resubmit and fill in my ID details. Apparently… Read more

the Privacy team needs to send the QR code, this has taken more than 36hrs and I am yet to activate my number. BTW I have called iiNet atleast 10 to 12 times since Tuesday. This has been the worst customer service experience for me.

iinet has no intention to take care of their customers – To who it may concern, I am writing to formally complain against iinet as their lack of communication, prioritisation, and productivity has costed me money and time I will not get back due to their incompetence to fix a simple issue with the activation of my e-sim for my mobile. On Thursday the 14/11/2024, I submitted a request to transfer my… Read more

physical sim from my previous provider to iinet for a new e-sim for my iPhone 15 Pro Max. Thursday night, I was able to activate the e-sim and, to no fault of anyone, the e-sim had been deleted off my phone the next morning on Friday 15/11/2024. As you can imagine this is a major problem for me as my previous sim had been deactivated and my new e-sim is no longer on my phone, leaving me with no phone number or data to make phone calls and send text messages.

Later that morning I called iinet’s customer service line on 13 22 58 and explained to them what happened. I talked to a lady called Rose and she explained it will take 24 hours for the privacy team to send me a new QR code and confirmation code to re-activate my e-sim onto my phone. Although not ideal, I was happy that she told me she will escalate the issue to the privacy team to get it sorted as soon as possible, and I believed her.

It was not until Monday morning after 8am AWST 18/11/2024 where I finally had the privacy team reach out to ask me to verify my details to prove I am the account holder. I provided my valid photo ID card and a selfie as per requested. By Monday afternoon, I called again to ask for an update on the situation and I was told it will take an extra 1-2 business days to send out a new QR code. I was getting frustrated at this point but, I accepted that the team would not have worked over the weekend and I was confident that by Tuesday morning it would all be sorted out.

I called on Tuesday afternoon 19/11/2024 at 1:40pm and talked to a lady called Sheila, she is supposably the Team Leader, she was also not any help as she could not give me any status update on her own team’s progress on the issue. It later came out on the phone call that the privacy team has already left for the day at 2pm and will continue to work on this issue in the morning. Sheila was unable to give me a timeframe when this issue will be resolved.

At 4:17pm AWST on Tuesday 19/11/2024, I received an email from Dipti from iinet’s privacy team to, again, confirm my identity which is ridiculous, as this will now be the third time I am required to confirm my identity. Additionally, I found it strange that she emailed me as it was 2.5 hours after my phone call with Sheila where she told me her privacy team had already left for the day, which led me to believe that Sheila must have lied to me for whatever reason over the phone.

Dipti from the privacy team asked if I am the account holder of the phone number in question as, apparently, the names do not add up. I found this strange as I set the account up in my birth name, Adrian, and have email evidence where iinet addresses me as Adrian. Additionally, the photo ID I submitted was under the name Adrian van den Berg and every time I call iinet thus far I have introduced myself as Adrian when they confirm if I am the account holder with no issues.

With all this in mind, It seems to me that iinet has no intention of fixing the problem that I am sitting with as every 24 hours they seem to totally forget about this issue and just ask me to identify myself all over again to make it seem they are working on the problem, when the solution is relatively simple. This lack of care and effort makes this company sound like a scam artist trying to take advantage of me as without access to my phone number I am unable to cancel my account with iinet, this could lead to iinet charging me for a service I am not using. If this continues I will be forced to raise this issue with the ACCC and expose iinet for their fraudulent business practices. Not to mention, I am part of a group that has signed up over 8 mobile devices in the past week, and after this shocking service we are all seriously considering to leave.

For a communications company they are hilariously bad at communicating.

Find another company – Do not use. Customer Service and Case Managers unable to assist with a cancellation. Been with them for over 15 years. Look around as there are better businesses to deal with. The whole email hosting disaster was the last straw.

Most abysmal customer service in the world – I would give a -0 if I could. First off, the fact they're outsourcing their customer service in the Philippines is asinine and an absolute travesty. As someone of Filipino heritage, Filipino customer service is the worst. It's slow, useless and inefficient. I'm having to spend at least 2 hours everytime I call them because they're that bloody… Read more

slow. It takes them at least 20 minutes to "look something up".

Makes me feel like I'm dealing with someone from the 90s using dial up internet, it's insane. The straw that broke the camel's back for me was when I ordered a new sim card, it had been 11 days and I hadn't received it. So I called customer service and they had the audacity to tell me it's still in transit when clearly it was lost because it would've taken 4 days max to be delivered to me.

If I didn't reach out to them I wouldn't have received my sim card, I wouldn't have gotten any updates form them about it and I would've been without a phone service INDEFINITELY.

Avoid them like the plague, they're a bunch of criminals, employing incompetent people.

Terrible customer service IINET – My internet was working fine for months until Sunday 21st July when it wasnt working at all. I tried standard fixes I.e. power on and off of router and reset computer. Nothing worked so I called tech support on that Sunday and they said it was due to paying the bill late and would take 4 hours to rectify. After 4 hours around 5pm Sydney time I… Read more

tried calling back as it wasnt working but never through to get an answer. I called back on Tuesday 23rd and finally got through to tech support and they said it was the router while I said it was stuck in an authentification loop but they sent a replacement router anyway by post. They shipped the router to the wrong address mixing up my unit number and street number so it redirected to the local post office depot so I went retrieved the replacement router on Thursday 25th and set it up according to instructions. Still the internet never worked but again got stuck in an authentification loop. I called back tech support on Thursday evening and they said they would escalate to level 2 tech support who would call Friday 26th in the morning. I had waited all day for no call to come through during normal business hours. When the call finally came through it was at 730pm when I was already out as there was no warning or time window for the support call. So I asked them to call back the next day Saturday 27th. They said they would call in the morning of Saturday 27th. No call all morning but I did get a call at 1208pm when I had gone out shopping so i missed it again. Now I got back home and tried to call back but got stuck in the phone que for 2 hours only to get onto a normal tech support staff who would escalate the ticket yet. They did so and said to hold the line and the level 2 tech support would answer soon. I waited on the phone for 1 hour and 20 minutes ago with no answer whatsoever. My patience is up with this company.

This is terrible service and mediocre processes. Why was no time window communicated so I could organise myself to be ready for the call. Why have I been give 2 false solutions and only now am getting some escalation which actually never delivered.

I am going to put this up publicly because this is very annoying and disrespectful of my time. I am very disappointed and will move to another provider.

IInet - not recommended at all – I was trying to port my current mobile to iinet. worst customer service. waiting for 40 minutes after verifying all the details with the sales team still needed to stay with the mobile team and got hung up. So disappointing. Worst customer service ever. I hardly leave negative feedback unless it's unbelievable outrageous. which it's in this case!!. Ref no:459986633 Show details

Takes money for wrong service but won't give back!! – AVOID!!!! Worst experience of my life! Escalations team very very unhelpful!!!! Customer service advisor tell me to put 50 in my prepaid account incase I went over data on roaming..I do it. She says it's ok if u dont use it all, it'll be deducted from ur post billing at the end of the month. It wasn't! Account is unlimited so their advise it to… Read more

use the prepaid.. how?!?!?! It's unlimited data n calls! They refuse to compensate or transfer amount to main account, put me on hold to "listen" to the calls but deny the consultant made this instruction. Tells me how credible she is over n over. Tells me she is helpful by telling me I can't be helped. She was willing to close all 3 accounts because I was unhappy. takes my money but can't transfer to another service. These low lives buddy up and defend and protect leaving disgruntled customers as if their lives depend on the 50 they took!

Poor customer care – Purchased tickets for cinema @ 09:00 to see movie at 12:30 finally got my email with tickets at almost 5PM. No emails been able to send or receive all day. With the amount of scam messages that come thru ONE SMS from iiNet/Westnet to at least let people know their site has crashed would be appreciated. Show details

Terrible terrible – Terrible call centre. Have spoken to them multiple times. No one knows who to fix anything. Phone does not receive calls and texts yet still invoicing. Show details

One star is too much – I had no service most of the time (9 months) and to top it off when I cancelled they cancelled me early and I had trouble porting my number. USELESS PROVIDER. Show details

You get what you pay for – Their website is crap, no app/web page to check the usage, incompetent CS can't even get the customer's request right. Only good for discount period.

Terrible signal and service – Get charged for service that I’m no longer use it also terrible signal and customer service are not willing to help you at all. Rip off the money and time. Don't waste your energy with this company

would not recomend them to anyone – extremly poor service and customer relations continue to take money even 2 months after cancelling because of poor service and still after 2 months and numerous calls they are still taking money, be very careful if you sign up Show details

Worst phone company ever – Have had mobile phone issues for a year. Stupid me stuck it out hoping they would fix it. Kept telling me over and over after many 3 & 4 hour phone calls that mine has been escalated . Then send a text to say it’s fixed. Which it never is. Worst company I have ever dealt with. They just dgaf. I couldn’t even get my phone ported over to Optus… Read more

because I can’t receive text messages!!!! Through the company I’m with!!!! So yet again on the phone tonight after waiting for the call I was promised today and didn’t get …. Again. Infuriated beyond belief. They just don’t listen to their customers . Good bye & good riddance .

Most ridiculous company ever, I thought I was being pranked! – So after spending ages trying to figure out how to cancel my mobile plan, I realized there was no such option on my account, and so had to phone them up. It took over 50 minutes and I was passed onto 4 different people!! I also cancelled 7 days before my next month of usage like they said I had to do, but because it was on the 7th day, and not… Read more

>168 hours before, they still made me pay for the next month! (After going through disputes they might have waived this, but cancelled our plan immediately before we had the rest of our 7 days of paid usage)

Also, we couldn't even make phone calls or use the internet in the first story of our home as the coverage sucked so much, even though we were in Brisbane City (Nudgee)

This is disgusting – They sent me their sim few weeks ago, activate on 02/03/2023 however the service is SOS only, no network, no data nothing else. I have missed so many calls and messages by this time. There is still no network. When calling the technical service team they make me to wait more than 1 hour, looks like they are bigger than government service provider.… Read more

I really don’t like this provider, it’s more worst than my previous provider. Hey there if you are confuse who this person is, try find me from this reference number 1198307652.

this used to be the best support. now no one replies or the phone keeps ringing – after over 15 years my mobile was turned off without my notification. i tried for days to get my mobile back as i had just put my property on domain. sadly i didn't get reply. when i rang support after many times someone answer but he just put me through to another phone and that phone no one is picking up! use to be a good service now really poor. internet gone so s l o w....... will find another provider. sad world! Show details