iiNet NBN

I will never use IINET ever again. I will also actively tell people NOT to use IINET. 6 months of service after changing from BELONG I had nothing but constant drop outs, to then ME offer a solution of changing over to FTTP, which IINET were not wanting to do, after multiple trouble shooting sessions over the phone and many hours spent talking to… Read more

IINET about the issues of constant drop out they finally changed over to MY solution of FTTP, install went ok (better than some I have heard of) , service finally started working with some drop outs still but better than before, after having three months service fees charged they sent me an invoice, asked for an extension on the invoice and then they disconnected my on the day that the payment was due, completly closed the account and then the AVC ID code never worked becasue the account account had been closed completely which resulted in 4 more calls, then I switched back to BELONG and was connected with in 5 minutes. I WILL NEVER USE IINET AGAIN

I have been with iinet for 17 years and have liked their service. Five yrs ago when moving to new premises I got a $69.99/mth subscription. The price increased by $5/month in May 2026 and in Aug 2026 increased to another $5 = $80/mth without… Read more

notification. iinet currently advertise a $49.99/mth for new customers that will then increase to $69.99/mth the subscription I had. iinet is operating illegally under the Australian Consumer law - so be warned!!

dont sign up with this company , total fraud , signs you up , then offers discounts , but will add double charges to the credit card as they say to change to a cheaper plan requires you to pay another month in advance , even if your an old exsisting customer. The call centre is run by scammers and they wont help you . I tried to get what you… Read more

charged me over back and it was a waste of time . They just want you off the phone and dont resolve anything. I was charge $163.99 this month , thinking i was moved to the $69 new plan . Be very wary its a right rip off and the service is poor

Really Bad Customer Service - Don't Bother with iiNet – A fast service but their customer service is one the worst I've come across. It's just abysmal! Show details

Overseas call centres and terrible service – Disgusting customer service. Abysmal would be being polite. I wanted to upgrade from FTTN to FTTP, I have been with internode for 3 years. As iiNet has taken over internode I needed to be transferred to iiNet before the FTTP upgrade could be… Read more

processed. As soon as iiNet took over my line I lost all internet, hours upon hours upon hours on the phone to an overseas call centre to confirm again and again and again and again my username and password. Nothing has worked. They don’t return phone calls, they don’t know when I’ll get Internet again. Goodbye iiNet, hello Australian based customer service.

SLOOOOOOW & Expensive – Crap for the amount charged per month. HIGH Ping, HIGH Package Loss, LOW bandwidth down loads and even lower uploads. I use Ookla speed check a LOT and the results fall so far below what I pay for. I miss ADSL :-( If I had the 12/1 plan I'd miss… Read more

Dial Up... Cost: I have spent a lot of time in a developing nation with muck lower cost fixed WiFi where the speeds are very close to our best fibre speeds. It's ok to have lower speeds, just don't charge far more than 40.89% per month for more than 100% SLOWER speeds. Issues other than the SLOWWWWW speed, Outage after Outage after Outage, Excuses, Blaming NBN Co. "It's Not Us, It's NBN" Call NBN... ( I pay iinet not NBN...) It's your modem.. Sorry to say, but my modem is enterprise grade and my LAN can handle 10 x 8K cameras streaming at full resolution while transferring multiple gig hd video files to my NAS. My son and brother use an American based car makers satellite system and do not have the same issues I face. Now I cannot say anything about my internet speed without hearing "I told you so". I was with a Western Australian ISP before and the customer service was 10000% better.

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

Every time NBN opens the service pit in front of my house i get disconnected. It then takes me at least 30 calls to iinet and two weeks to get connected again. Every time you ring up you have to explain the whole event over and over again and be referred to numer of operators that do nothing once you hang up.. All they try to do is to shift the problem to your own hardware. If i could give zero stars i would. Show details

I received an email from iiNet advising that the NBN Plans were changing, so my plan was being upgraded to an NBN 500 plan. This was a big speed increase, which I realised my existing Huawei modem would not support the higher speeds. I contacted iiNet to find what my options were. Great news!. I'd been an iiNet customer for over 15 years, so they… Read more

would supply me with a new TPlink VX420G2v Modem Router - for FREE! Terrific.

I've now been using the new router for a month without a problem, slowly adding some Parental controls, changing some basic configuration including disabling Band Steering, adding some MAC filtering etc. There is no full manual available but the configuration stuff that iiNet doesn't want you to touch is locked away from us customers anyway.

I'd been semi regularly checking when the new speeds were being implemented as Oookla still showed the speeds from my older plan. Today, I turned the router off and on, and to see whether that was required to get the extra pace but now found that the router wouldn't hold its configuration to the NBN. It would repeatedly work for 10-15 minutes, before a reboot would be required. It would work for a further 10 or so minutes.

A call to iiNet went through their standard checks, and they did some resets at their end. However, the problem would not resolve at my end. A follow-up call to iiNet some 5/6 hours later went through a few more procedures, including a hard reset on the TpPLink device with nothing connected except the Arris NBN NTD Modem. After working briefly, it again lost its Internet connection, and disabled the unit's operation (on wifi or cable). I was then told by iiNet support, that my adjustments made to the router through its own web interface had damaged the unit (without evidence), and that I would need to pay for any replacement device - the implication is that anyone can damage the configuration of the device by simply using the device's web interface. If so, then that's a fairly pathetic device - why would I want another, AND have to pay for it? I told them that the unit that they supplied was faulty and was not fit for purpose, and that it should be replaced it at no charge. While they supplied it free, surely it would be under a warranty? Apparently not.

I've now put in the old Huawei modem back into service - lucky I didn't toss it. I'd hate to think what iiNet support gets away with their unlikely explanations of faulty equipment to other customers. I'm now stuck on the slower speed while I contemplate changing from iiNet to another ISP.

I recently upgraded to FTTP via NBN as only being able to have internet speeds of 90Mbps (previously FTTN). The installation went well and was completed in a timely manor. Once completed I am still only achieving speeds of 90Mbps. I contacted iinet support after rebooting my modem, upgrading my firmware, checking my physical connection speed… Read more

(which achieves what I am paying for) and attempting to check wifi settings on their website (which appears to be confusing).

The support person, while polite, tried one change which made things slightly worse and then said there was nothing he could do to improve my connection and suggested I contact the modem manufacturer. I would have thought that, as the ISP, they would be best placed to advise on the modem settings that suit their connection method. I explained that I required assistance with ensuring my settings were optimized and as their website has conflicting information. As he could not assist I asked to speak with a Level 2 team member. I understand in the first instance that the majority of issues are most likely able to be handled by a scripted process which I suspect was being followed. However as I had no idea when they would call back also need to attend work and etc., asked to be put through to try to resolve the issue while I had time. He would not transfer me and said he was not allowed. He would not escalate my requests to a supervisor or manager. He would not provide another number to call and only after much discussion, where by I had to mention I would have to lodge a complaint, consented to escalate the matter to another team who would call me back.

I find this to be extremely poor customer service. I do not want to lodge complaints I just want help to resolve my issue. Pushing the responsibility back onto me, and not providing support is poor customer service. I have been with iinet for many years, pay my bills consistently on time and generally require little help. All of this means nothing, and clearly the support person has to just follow some scripted reviews. Will be leaving iinet soon for another provider who can provide techinical support.

iiNet provided modem failed… they said would send a replacement / new modem.. then after 2 weeks = still no modem. After another long iiNet call, then tell me order not processed but I can buy a new one.. Best change provider… never had this problem with occasional Telstra modem failures in the past. Show details

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'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.

I am on a NBN 500 plan that includes internet and a Voip landline. From the moment I "connected", I have had constant issues with the landline and internet access. I have bought a new phone and the issues remain. iinet have not addressed the issue (but continue to charge me) and wait times to call them are over an hour (too many hours to count in… Read more

total ) I have been escalated to different teams (today I have been escalated to two) and yet the problem remains. I was hung up by level 2 today. I am using a iinet modem and yet need to reset the modem and NBN box almost weekly to ensure my phone line is available. I will never use this provider again. I will be reporting to TIO next.