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I chose iiNet to be our NBN provider. I placed an order over a year before NBN became available. I rang a week after being told NBN was available and found out no equipment had been order for me. The equipment arrived a week later but did not include the required adapter to allow connection- I had been told this would be included in my delivery. After three calls iiNet finally agreed to book an NBN technician to install. Two weeks later technician arrived supplied the adaptor and our NBN was working. Our phone too. Now 11 days later we have not...hing. Our phone number has been disconnected as it awaits porting from ADSL to NBN. Our internet has been disconnected because the porting failed . . . due to the phone being disconnected! I am not sure if iiNet knows what is going on. Today they emailed me and sent me an SMS informing me a NBN technician would be attending to install my equipment . . . on the 30/03/2020 ie 11 days ago! Has iiNet ever ported a customer from ADSL to NBN before? Given my experience you wouldn’t think so.
technical support like it should be
I have been with iinet for 14 years. I migrated to the NBN about 12 months ago. Lately I started experiencing connection drop outs. I called iinet on Sunday and talked to a chap from South Africa. After reviewing the facts he suggested that it was an NBN problem. He called Monday to inform me the request to NBN had been submitted after manditory 6 hour monitoring. I then received messages that an NBN technician would visit on Tuesday. The NBN technician arrived, attached a device to the phone line in the house and left to check the line. He was back in less than an hour to say the problem was an NBN port and that he had allocated another port. I checked and the internet was back.
STAY CLEAR OF IINET!
Worst customer service I've ever had! My partner and I moved house and were told it'll all be plug and play ready to go. After we plugged and had no play we did some research and were missing an nbn box which iiNet then decided to tell us we required and would send out. 2 weeks later and 2 sales reps later we still had no hardware delivered then found out they hadn't even put the order through.
We changed providers and now are still waiting on iiNet to cancel our connection before we can activate our new service which is proving difficult.
Reliable and helpful
In my 16 years as a customer I have experienced some dropouts, not many recently, and they have always been promptly corrected. In my interactions with staff they have always been patient, courteous and helpful, and my problems have been resolved as quickly as possible.
Called to setup our service and were told our existing modem should work. Spent 2 hours on hold with calls that kept dropping, and eventually another hour on the phone trying to setup the modem. Was told it didn't work and I needed one with VLAN settings. Was told to buy myself as it would take too long to send one out in the current situation. Did exactly as they asked. Called up to setup again, spending another hour with the technician, only to be told this one wasn't suitable either as the previous technician 'forgot' to tell us it also need...ed WAN settings. So after spending $170 on the new modem, I now need to spend another $80 on their modem and wait another week for it to be sent out. IF that works, it will be 2 weeks waiting and 6 hours of my time just to get internet working.
IINet/Westnet can't even get me the right modem for my NBN
I am a senior and a war widow and therefore rely totally for 10 years on Westnet/IiNet customer service with no one to help me. My download speed apparently reduced to 0.8 at a time that it was critical for me to offer Telehealth to clients who may well be thinking of self harm. I have spent the equivalent of a day on the queue, talking to overseas people whom I cannot understand their accent, being told wrong information, fighting to get a Telstra lines man out when the download speed went to 0.8. My present modem was over 6 years old so I d...ecided to get a new one that was NBN compliant. It was ordered 1.5 weeks ago and took over week to get here as Aus Post are hopeless and said no one was home but I was and the gate was unlocked. Finally got it home after another Aus Post fiasco and trying on my own to connect it. I rang the support number again to be told that IT WAS THE WRONG MODEM FOR NBN. So being a techie idiot and with NOP help or interest or support from IiNet I would love to buy another quality modem and get the NBN working in UNDER # WEEKS FROM CONNECTION!! But now I have to wait yet again as I have no idea what to buy to not have to wait for likely another wrong modem. Truly this company are not able to say they provide TECHNICAL SUPPORT. I would pay any amount for a modem tomorrow of a different brand but I think they have someone like me at their mercy. I would never recommend this company.
Great internet access and service
I have been a long time customer of iinet and am very happy with my internet access. I have very rare interruptions of the years of connectivity and when I have needed to call their customer service line, when moving, they have always been great at explaining what I need to do to get up and running again.
Changed from ADSL2 over to NBN25. So simple and network delivering consistently even with 3 of us using the net continually. Had one issue an tech support was very helpful.
I can live without iinet
One employee decides to be nice and now they have reneged on their offer. If I wasn't in a contract I would leave Iinet asap. I repeat Iinet staff suck
This is a perfect service!
A Fantastic service especially as there are 2 PlayStation 4’s always active in my home and with myself working from home using remote access. I can’t fault it! Thanks iinet
Beats the ADSL2.. we were at the end of the line & it kept dropping out regularly. No longer an issue- 2 people streaming at once, but works perfectly. Have also added home phone- set up took longer than it should have (but user error!) and connected Fetch as well. As long as you read the instructions & don't guess (like i did) it is quick & easy!
Easy transition to NBN and Fetch
I was concerned about how challenging moving transitioning to NBN would be however it was very easy. We've had no issues, set up went well. The technicians were timely and quick. Instructions were clear and concise. I did call the Tech Support team as I couldn't work out what I was doing wrong setting up Fetch, only to find I was using the Activation code instead of Password in the setup. The technician I spoke with was friendly and made me laugh. Apparently I'm not the only one to get that one wrong! I love dealing with the team at iiNet. They are always helpful, courteous and good humoured. On the occasions where the wait to speak to someone has been lengthy, they will call you back (and they really do). Superb customer service. Thank you
I have had nothing but issues with iinet/NBN and my connection since I moved house 3 weeks ago. I have spent so many different occasions (hours and hours each time) on the phone to technical support with no positive outcome. No one has actually been able to fix my connection that keeps cutting in and out. The first solution was to send someone out to have a look however that was cancelled without anyone telling me. The problem persisted and so I called again for help. The next solution was for a new modem to be sent and again that didn't fix th...e problem. We spent another 2 hours on the phone trying to fix it to be told the connection was ok from their end, however no one would listen as it STILL CUTS IN AND OUT from our end and doesn't connect to a computer or phone without cutting out numerous times a day. I was told someone would call back at a specific time to check and I never received a call back. I have no idea how to move forward as I keep getting told there's nothing wrong. I am paying for a service that only works some of the time!!!
- Verified customer
We’ve been using iiNet for our internet service provider for 11 years now and are very happy with their services. Fast internet, fairly priced. They are always friendly on the phone. Highly recommend.
- NBN 12
- Verified customer
Poor customer service - beware
I have been an iinet customer for seven years. Based on the experience below I recommend avoiding their service.
Here is my experience so far:
Due to greater working at home commitments, I decided to upgrade my Iinet NBN plan on 15 March from 10mbps to 20mbps via my iinet toolbox. The next day I received notification SMSes from Iinet confirming the order had been received.
About a week later, I received another SMS from Iinet stating that an NBN technician will be sent out to set up the NBN connection. I thought it was strange as I am alrea...dy connected and tried to call but the waiting times were more than an hour. A few days later, I got another email from the NBN technician, I said there was no need to come over. He rang me back and confirmed the cancellation. I then looked at my Iinet account and noticed there were two NBN accounts for my address. I also checked my bank account and noticed I had been charged for the two services. I rang iinet again on 23 March and there was a call back option for customer support, which I took. Iinet did ring me back I talked through my situation with a lady who said she could fix the double service and refund me the excess money charged.
Appalling customer services,never answer your calls,exoect to wait for hrs to speak to them,stay away!..!!.!
letter was emailed to iinet 2 days ago, no one bothers to respond.
"I feel like you guys are very unprofessional and pushy recently.
Without talking to me and answering my phone calls ,i waited for hours, then now you just upgraded my plan without solving my issue. Is it the way of doing business now? Just only do something that will generate sales and profit,where is the customer service? What happened to the Management? You guys must be joking right?
I mentioned many times and not a single person takes a note of that my Network socket in ...garage is not working, I have done multiple tests with my CCTV company. And its not working and your technitian needs to come and fix it! I would expect a call back from your manager within 20hrs. Otherwise ,i am seriously considering to break this contract and move to another network provider,as there is not many months left. And i promise that I will share this experience on my social media network,post on Product review,Google ,etc. I will share with everyone and let people know that this is the service you expect from iinet. Was too disappointing. My contact details below...." But i will keep my pormise to share with everyone. Apr 8,2020.
We rang iiNet with 2 weeks notice prior to moving house. We requested the new connection from 3 April and have been advised it will be available with a technician from 14 April (if they turn up then). Interesting that they charged us for the full new month in March when we rang to advise of our change of address, yet we have no service! We are paid up well into May with no service provided at all!!!!!!!!!
Have been with IiNet for 10 years. We have had some problems prior to NBN but iiNet always got the problem solved. Highly recommend IiNet. As the current situation makes us be more st home iiNet has not faulted.
It is satisfactory for my needs
Ok even during this busy time with many users engaged in home schooling and working from home . The only drop outs I have had were SBS on demand ( which seems to have a sub standard server
Simply The Best
We have been with iiNet for 14 years from dial up to NBN never had any major issues, just the odd hiccup along the way, there customer service is fantastic.
Questions & Answers
How do you call people who charge you for waiting for delivery of modem and setting up the connection? You guys send me invoice after two weeks of using NBN service. When we were about to make a deal and when I specifically asked will I be charged until the service is provided answer was NO. And then...
We're always happy to lend a hand here. If you can reply with an invoice or reference number, we can use this to locate your account and organise help.
I already have done that through the call center. Each and every time I was advised that I will not be charged, but lets try again. This is my lates invoice number 696880183
We can't go into specifics here, due to privacy and security reasons, but as a general guide, your first invoice will contain your setup and hardware costs (if applicable) as well as your first month of service, as connections are charged for a month in advance.
Once connected, you're then credited back for the time that you were without a connection (for instance, if you pay for a month in advance and the connection takes two weeks, we'll credit you back for the remaining two weeks) and the invoicing continues, a month in advance, from there.
I have a NBN 50 plan for more than 12 months and I certainly have never had anywhere near your average speed you advertise during peak period.The most I have had is 34mbs/17 and that is at 1.30 am. I am 300 metres from the node and I certainly expected better seeing the area is only 7 years old with new copper.
We'd love to investigate this, as we do have options to resolve this.
Please get in touch with us directly, with your details, to iiOnline@iinet.net.au and we'll have our team step in to lend a hand.
Still waiting for a follow up to my second request. Using google maps I am 150 metres straight up my street and 150 metres to the left to the node. According to IInet I am at lest 800 metres from the node. Or If I go the the longest way by going out of the estate and to the node its still no more than 500metres. The speed tonight is down to 31kb and netflix is saying I don't have enough grunt to stop it buffering.
Hi Jan H,
Would you mind sending through your reply to our e-mail to you, to iiOnline@iinet.net.au and we'll take care of it for you.
We paid for a service that is not fully delivered, iiNet told us it will take 5 to 6 business days to connect to NBN as our address is NBN ready .
For the last 12 months we received a lot of letters and phone calls from different ISP to tell us that NBN is ready and we must connect to NBN because our Telephone line will be disconnected soon.
We finally select iiNet 50 with phone and fletch TV with Nexflix YouTube .
We wait not 5 to 6 business days but 5 to 6 weeks to have our telephone line disconnected by IiNet. If I call my number I get the message “ number is not valid please check the number “ we have this number for 30 years. Also we cannot make call . Now it’s 8 days that we don’t have telephone line anymore . The main reason that we move to nbn was to keep your telephone line .
We called several times iiNet support, terrible experience. Tech support agent doesn’t know what it’s happening, they just tell us to wait 24 hours but 8 days later if I call the support the reply is the same wait 24 hour your phone line is in Process. They don’t log any tickets about the incident and you need to repeat yourself every time you are calling , plug the modem reset it plug your telephone to the modem . Oh sorry I can see your service still in pending you need to wait 24 hours...
Very frustrating to call this offshore technical support from iiNet.
I would like cancel my service because iiNet is unable to provide the service.
Also we paid $149 6 weeks ago for a service that we cannot use , I want my money back and my telephone number that we use with Telstra for the last 30 years .
I can only speak from my own personal experience and quite frankly with all the current media about NBN I’m quite happy to stick with ADSL
Sorry you’ve had a bad experience, however it could have something to do with the whole NBN Rollout
Tc and I hope you encounter better experiences in the future
We can absolutely help with this, as this is taking too long and we do apologise.
Please get in touch with us directly, via iiOnline@iinet.net.au with your details and mentioning your question here. We can then have our team step in to lend a hand.
I believe you don’t have any issues yet with iiNet and never have the need to calll iiNet for technical support .
iiNet have a very poor technical support employees don’t have any IT or technical skill they just answer calls and tell you to plug your modem and use a little pin to reset it ( a robot will be more efficient) they can’t see if my service is up or pending from their side , how can they provide support?
Don’t need to be an Network engineer to understand if you call a telephone line and get the message “ the number you dial is not on service, please check the number and try again “ this is not an issue with my modem . Modem can be unplugged or plugged I still have the same message. The issue is iiNet who has still not delivered the service as all services are still in Pending in my toolbox after 6 weeks .
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