iiNet NBN

Had been a iinet customer for more than 15 years. Service was great in the beginning. In the last several months my home internet connection drops several times a month. The outage frequency increased to several times a week and the only way to reconnect back is to unplug the power from the NBN box and plug it back to reset the box. This has… Read more

become frustrating because it requires someone at home to fix the problem. It is also disruptive given today's WFH norms.

I reported to iinet but the response I get is my home router is the cause of the problem. I am a very tech-savvy person and although my router is not the iinet supplied router, it is a well built router from a well-known brand. The problem became unbearable and I gave iinet one more chance to fix the problem for good or I will switch to another ISP. iinet engineer came and did some rudimentary tests and didn't find any issue. That evening the internet connect dropped again. I switched to another ISP the same evening.

Within 2 days I am activated with the new ISP, using the same NBN box and router. Connection has been stable since.

Terrible service. Internet was down for a week and received next to no support. They kept delaying sending someone out so I ended up cancelling and in the process of finding a new provider. They even made it very difficult to cancel. Reporting these guys to the telecommunications ombudsman. They should be shut down Show details

I have been an iinet customer for 15 years, both as a private consumer and for my business internet (broadband then nbn fttc) and VoIP and Bizphone usage. I never had any issues until the company was sold and internet, email and bizphone became… Read more

owned/managed by 3 different companies. Since that time, dealing with them has been a nightmare. The individuals in the call centre are based in the Phillipines and have been lovely to speak to with regards to their manners, attempts at assisting me and general loveliness. However the company itself demonstrates no capacity to coordinate services, communicate amongst themselves and get things done. Their bizphone login process is now extremely confusing and cumbersome - password resets get sent to the bizphone email that doesnt exist, ive spent hours on the phone queuing to speak to someone, until I decided no more, I was quitting. Its since taken 4 months, countless hours on the phone, many line transfers only for the call to be disconnected, emails where im told I need to verify through phone call, which I do to then be told Ill be emailed a confirmation and I'll need to call them at that time, and pleasant workers telling me they were confused why my service wasnt now cancelled but couldnt actually cancel it for me... "not my area / authorisation". The service was FINALLY cancelled, fees refunded, only to be smsd about outstanding invoices because I had 2 accounts and they only cancelled one. Diabolical is an understatement. Use them at your peril.

Do not use iiNet. Changed to nbn fibre to the home through iiNet. Received small adjustment invoice from iinet as a credit & then received invoice for double the amount due for the new service. In my view I am paying twice in advance for the same month. iiNet call centre was of no use. Show details

Do not warn you that they will require payments in advance twice. I understand prepaying the first month and that was explained, but they did not tell me I would be billed again for two months in one hit to be prepaid up until mid October. They keep… Read more

blaming it on me changing plans/technologies but I didn't do that by choice. They insisted to be able to get FTTP I had to first have FTTN with them so I they signed me to a FTTN for 10 days so they could install the FTTP. Paid for the whole month in advance for the FTTN, fine, I get that but now I get the FTTP bill and its for 18 July - 17 Aug, 18 Aug to 17 Sept and 18 Sept to 17 Oct. So technically 3 months, 1 month was credited due to having my left-over prepayment for the whole month of FTTN not used and now another 2 months. I was not warned of this additional prepayment and now have to try and find those funds to pay it. Poor business practice to not warn people and then when talking to the customer service online she just stopped responding, I could hear her breathing and people talking behind her but she just stopped talking to me so I hung up.

Once the modem is paid I will be leaving. Find someone else with better customer service and payment practices.

*update* was told they could help, maybe extend the date or something. Had someone from that team call and say that due to a new system they cant change the due date. So I guess their solution is to just have me deal with it and they can double charge without having to let their customers know.

I had an excellent experience with iiNet today while cancelling my NBN service. I spoke with Ruby, and she was absolutely outstanding. She was patient, kind, and genuinely listened to my situation without rushing the conversation. What really stood out was how clearly and thoroughly she explained everything — including billing, refunds, and next… Read more ·  1

steps — so I had complete confidence in the process.

The entire interaction was handled within about 15 minutes, and there was no pressure or unnecessary back-and-forth. Just professional, respectful, and efficient service.

It’s rare to come across customer service at this level, especially when you’re calling to cancel a service. Ruby is a real credit to iiNet.

Thank you again for making what is usually a frustrating process so smooth.

Originally 1/5 bumped right up to 5/5. iiNet responded and rectified within minutes.... Gosh I guess you won me back... I received confirmation that my account was cancelled on the 11/03/26 with a note saying that I'll get a refund for the remaining term. Nup! On the 13th they instead charged the full next term without any receipt. Is this just straight up theft? Show details ·  3

Decent company with good customer service. Even though they didn't really fix my problem. The contacted me in a timely manner and tried to fix the issue i have but there were limitations. Show details ·  1

I'm on the NBN25 FTTC plan. I work from home and for a few weeks have experienced download as slow as 1.5mbps causing me to hotspot from my work mobile within my own home. Time to upgrade to FTTP which of course comes at a price (yes the installation is free but the plan is another $18 per month). Exploring other providers, there are new… Read more

customer 6mo deals as low as $46.95/mth (Leaptel = $69.95 for 12 months, $92.95 ongoing). Having been with iinet for 19 years I asked for some consideration for customer loyalty and the best they can offer is the new customer deal of $64.99 for 6mo before ongoing cost of $94.99.

Whilst they say it is not their policy to price match, it doesn't mean it can't be done.

I'm not angry, just disappointed.

I have been a customer of IINET/ IHUG for over 30 years, the incompentence of the staff in overseas countries is an abosulte joke. I have referred so many customers over the years but will NEVER reccomend them to anyone. Ever since TPG took control company is all about making money and screwing the consumer with [Content Removed] service! Show details

I’m extremely disappointed with my experience with iiNet so far. My NBN service and modem were installed on Wednesday 11th March, yet I am still without an active internet connection. Every time I contact iiNet for an update, the expected connection timeframe keeps getting pushed back — not by hours, but by several days. This has been very… Read more

frustrating and highly inconvenient, especially after the installation has already been completed. I now feel essentially stuck — I can’t return to my original plan with Optus, and I’ve also been told that changing providers at this stage would delay my connection even further.

Overall, the ongoing delays and lack of a clear resolution have made this a very disappointing experience. I’m hoping iiNet can urgently escalate this issue and get the service activated as soon as possible.

Been with iinet for 9 years and generally didn’t have too may issues. But when it come to cancelling service to go with another provider they wouldn’t let me get through to someone. They kept transferring me from department to department. This is contrary to consumer law in Australia. Staff were rude. Basically you won’t be able to speak to anyone if you ever cancel the service. You’ve been warned people !!! Show details

I can’t be less impressed with a company when I changed service due to a cost saving they immediately suspended my email account instead of letting me keep it I would have even paid $50 a year to keep it if that was an option. I have had countless issues with no having access to that email like 2 FA etc . Unless you want to keep your service with them for life or don’t want to use their free email I would suggest you give them a miss Show details

I made a mistake choosing iiNet to replace bad service from TPG. iiNets website clearly says "Please do not disconnect your existing services until your NBN service is working" so what did they do? They disconnected my TPG service in the middle of a work meeting and when I called they said it can take 4-24hours for the new service to activate - rubbish connection service Show details

I was with iiNet for roughly 4 years. When I first got set up, fantastic customer service, great speeds and good invoicing. But after a small increase in pricing over 12 months ago, my service completely changed. Constant drop outs, they would charge my account on inconsistent days, and the speeds I once had were gone. I switched promptly after… Read more

experiencing a week of no internet connection and a quick speed test to discover id been downgraded without notice. They were fantastic, once upon a time, unfortunately that day is gone.

Disconnected our NBN and business phone despite direct debiting the money 2 days earier. I was happy to provide proof of the payment and asked for the service to be reinstated so we could continue to operate our business. Nope. We have 12 services with iinet and have been with them for longer than I can remember and never missed a payment. 40… Read more

minutes on the phone only to be told they don't have the money, so can't do anything. I can't run a business like this, so taking our business elsewhere - what a headache.

Avoid this company like the plague. They are hopelessly incompetent in all areas of the business from product, to repairs to billing. I have called 6 times now looking for my refund, they say sorry and nothing gets done. Show details

Absolutely disgraceful company. Effectively extorted their customers but offloading their email service to a separate paid service. If you were using that email address for accounts & bills (as I was) you were forced to either go through the arduous task of changing all your email addresses or paying for a service that should've been offered for free. Show details

Poor customer service, they need to employ people who can speak and understand english.always issues with drop outs,unreliable connection and im 30mins from CBD, long waits on phone and for tech. Poor product knowledge,which is stressful and frustrating. Glad to take my service elsewhere. Show details

Been with these lot for 20+ years and my recent experience with moving house has been a nightmare. Instead of cancelling the service at my old address, they shut my whole account. Their tech support is useless, and I'm still getting billed for the old address. TIO complaint underway. Also, what's the point in requesting a callback when I wait 12… Read more

minutes on hold anyway?

Disgraceful customer service. They'll take forever to get back to you (if they even do) and ever since TPG bought them out their quality has gone down the toilet. I've changed providers and will be telling everyone I know not to use iinet. They're a joke.

Update 11/1 - second TIO complaint underway because they've billed me $94.99 for a service I asked to be cancelled a month ago. Their call centre just keep fobbing me off saying someone will contact me (I've called back twice in the past week and nobody has the will or cognitive ability to help) and apparently they withdrew the cancellation request. These lot are scam artists.

An email received from iiNet on 25 November 2025 read as follows: ‘NBNCo planned maintenance in your area will occur between 7AM - 7PM from 01/12/25 to 05/12/25. This MAY affect your iiNet NBN service (at your address). If you have a phone service that uses your NBN internet to operate, this may also be affected during the maintenance.’ My… Read more

internet and phone service were affected on 1/12/25, but not until after the 7pm time indicated in the iiNet email. As they were still down on 2/12/25 I used mobile data to check the NBN website. This told me that there would be outages between 7AM - 7PM from 01/12/25 to 05/12/25 but only for an unspecified 1-1 ½ hours per day. I then checked with neighbours who are linked by the same HFC connection and also use iiNet. As their internet was working while mine wasn’t I phoned iiNet. The person I spoke to refused to do anything saying it was due to NBN maintenance. I told her we were only meant to be down for short periods between 7AM - 7PM each day and that we'd already been down for 24 hours. I informed her that the outage hadn't affected my neighbour's internet even though we're both with iiNet and share the same HFC connection. She didn’t listen; it was like talking to a brick wall. On 3/12/25 I had a similar conversation with someone from iiNet. When I persisted, she agreed to take the matter further and call me back, SHE DIDN’T. On 3/12/25 I completed an iiNet customer satisfaction survey in which I expressed dissatisfaction, AGAIN NO RESPONSE. Why send me a survey by email when they knew my internet was down? I was only able to receive and complete it as I was using shopping centre internet. When my internet and phone service were still down on 8/12/25 I phoned iiNet for the third time, this time the person I spoke with was proactive and took steps to reset my connection. He also processed a refund for the down time but refused compensation for the lengthy, expensive mobile calls to iiNet, for the expensive mobile data use or for the inconvenience. Was that the end of the story? Of course not, last week was fine but today the internet has dropped out twice. This time with no warning from iiNet. There doesn't seem to be any reliable and accurate communication between iiNet and NBN, also no reliable attempt to provide reliable and accurate information to their customers. Another mobile data check on the NBN website showed more maintenance in our area, this time between 7AM - 7PM from 15/12/25 to 19/12/25, also for short periods each day. There is no way that I can rely on either NBN or iiNet. NBN were meant to improve Australia’s internet service, THEY HAVEN’T. iiNet are meant to keep me informed of NBN outages, to give accurate information and to respond when I experience problems, THEY DON’T. I can’t rely on mobile phone coverage either, I live in a mobile blackspot with both calls and data continually dropping out.

Edited Signed up due to a decent black friday deal online. There is no option to select a start date. They switched on the same day and I am out for internet for first few hours as the Eero6 settings didnt get auto updated and the set up.steps were not well documented. Switch between Telstra, AGL, Superloop etc. have been much smoother over the… Read more

last few years.Not a great start

Customer support got extremely long wait times with even callback option connecting you to a team that say hi and put you on hold for more than 30 min.Expect an hour to connect.