iiNet NBN 100/40 (Premium)

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

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

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 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.

Recognition of loyalty – I've been a Iinet customer (previously through their internode brand) for about 10 years. I recently moved house and had a couple of outages in quick succession. I called iinet support and they were very helpful on both occasions. Upon troubleshooting it turned out my 6 year old modem may have been the issue. They immediately offered me a… Read more

replacement modem free of charge even though they were under no obligation to do so. I'm very grateful to them for this gesture and their recognition of my loyalty.

This is perfect for us – I have been with IINET for close to 20 years now. I have always been happy with the service provided and when I have had a problem it has always been sorted out promptly. Great company that I'm happy to stay with. Show details ·  2

Great speed, great service – Great service, great connection. Was getting 107 Megabit down...Shame I moved and can only get hellstra at my new house. Will use again in the future if I can I will. 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

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

Just paid my monthly bill. $109.99 for a phone and internet bundle. I pay for 100mb per second. Just did a speed test. As per usual it is woefully below that. 14mb/ps. This is pretty par for the course. The last five speed tests have been 35, 32, 18, 26, 22. When I have tried to address it, I have been on hold for up to three hours. I have had… Read more

“call backs” not occur. A few months back the modem they supplied stopped working. After much hard work I finally had a technician come out and address it. Now the 5ghz in the modem doesn’t work. The product I pay for is not provided, the equipment the supply fails and is not replaced or serviced adequately, the customer is not up to standard. Look at the average stars rating. I can’t wait for the new upgrade to become available locally and I am switching companies. Western used to be great, then AAPT bought them out. They were okay. Then iiNet took over and it has been all downhill for years. I have put up with this for far too long. Avoid this company and find someone who actually treats you like a valued customer.

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.

I had an iiNet service for 2 years during the Covid pandemic. I had no problem with the service and found it to be all good until I got a better offer from another provider and cancelled my service. This lead to immediate cancellation of my iinet email address which was so inconvenient as I had moved most of my accounts to this email address. I am… Read more

not sure why they dont allow you to keep the email address as an act of good faith. I will never go back to them after this experience as other providers do not do this.

The worst company I’ve ever dealt with. I was a customer for years and it was nothing but problems. Terrible internet quality, overpriced plans, and customer service that’s more frustrating than helpful. Last year, I moved houses and called to transfer my service. Instead, they left the old service running and created a second one, so I ended up… Read more

paying for TWO internet accounts for over six months.

When I finally caught the mistake (which was 100% on them), I contacted them in May. Since then, I’ve been going in circles. They admitted the mistake but only agreed to refund three months, and even then, they still haven’t paid me a cent. That refund has been “processing” for over two months. I’ve followed up multiple times and been given excuse after excuse.

Rob was the only decent human I spoke to, but even he couldn’t get anything resolved.

I will be telling everyone I know to avoid iiNet. This has been the most frustrating customer experience of my life. I’ll be lodging a formal complaint with the Telecommunications Industry Ombudsman, and I strongly encourage anyone else burned by them to do the same.

Avoid this company at all costs.

I did not realise I was jumping from the frying pan into the fire!!! Moved 4 accounts from TPG to iinet due to disgusting levels of service from TPG to what I perceived was an Australian company based in Perth. I now find that they are at least as useless as TPG which appears to be because they have been purchased by TPG. Nothing has worked as… Read more

promised with 3 of the services being out of action with no notification yesterday and they apparently went home without finishing and then brought them back on line this morning. One of them was supposed to be NBN 100 and has been provided at NBN 25 and thats proving to be near impossible.

The 4th service which was to have a new modem appears to have been forgotten which is great as I can now immediately move to hopefully a better service.

To top it all off I asked for an email for the complaints department as I can see that I am going to have some issues getting refunds for the extra costs from the other provider and guess what! they do not have an email for this and want to get a supervisor to call which is a problem as they do not confirm any of the conversations

We have experienced drop outs for the last 7 months. A technician came to rectify in March 2025 with no success. We asked for a replacement router, with no success. The technical support is abhorrent. I would not recommend them. We are moving to another provider. Show details

Have been with iiNet for 14 years. Called customer care asking for a replacement modem (due to consistent issue) and the same discount as is being offered new customers on website ATM - the answer was simply no. My best option would be to cancel and reapply, but instead I will take my business and loyalty to Telstra. Then waited on a remediation with iiNet through this site only to be offered the same. Loyalty tax at its worst. Show details

Was with Westnet for 24 years, in three different states. Rarely, if ever, did I have a network disconnect. Since iinet bought out Westnet, I have experienced horrendous problems with billing, being charged for several months in advance, not to mention the internet going down 3 time in 3 weeks, always broken at the same location, wiping out my connection. DONT USE IINET. Their management have no clue how to resolve the same problems. Show details

With Iinet for almost 6 years – Been with Iinet for almost 6 long years. The internet speed was good since we lived near the city. Last year we moved to new place about 35km from the city and it is when I started experiencing dropouts esp during the night. I also do work from home once in a while so a reliable internet connection is a must for me. Since March this year I was… Read more

already working from home full time so I had to upgrade my internet to NBN100 just to get a good connection, but still getting the same slow speed. Worst is when there is bad weather which I am only getting a download speed of between 10 - 38mbps.

Prior to upgrading to NBN100, I asked Iinet if I can get a discounted price for being a loyal costumer and I said other providers are offering lower price for the same speed but I was told that they cannot do that because according to them they offer the best internet speed compared to their competitors (which I highly doubt now). Instead of trying other provider, I decided instead to just go ahead with the upgrade. After maybe couple of months, decided that I would try other provider with good reviews from around our neighbourhood.

Well, the transition was simple and quick. Already got my service back and running in just a few minutes. Though to my surprise, I received a bill from Iinet saying I broke the 24 month contract. Tried to search my email and thought maybe I missed the new contract from Iinet but I can't find one. Been with them for 5yrs and 9months.

Just spoke with Iinet's representative, and it maybe the longest call I ever done with a call centre rep. All I can say is Iinet's transparency sucks. Zero!

Disgraceful service called them 18 times just to ask tell them we were moving address. In one and a half years they never could simply update an address on there system. Never never ever put yourself through the endless calls even when we finally got tech support to come out they sent them to the wrong address after correcting the address 4 times… Read more

the day prior. It’s laughable that this internet company still exists with this deplorable customer service it provides. If you go with iiNet trying to get half decent internet coverage out the well drive you insane. Stay away from iiNet

I've called three time to follow up the same issue. Seems like customer service just pretend their doing something to resolve the issue but do nothing. Service still hasn't been connected. Reference Number; 489286016. If that's even a real reference number. Show details

Considering iinet? RUN, don't put yourself through the pain – After so much trouble with iinet and 0 trust left I cancelled auto debit knowing the house would be sold eventually but continued to pay the bill by Bpay. 2 months ago I informed them the house was sold and to cancel the account at the end of last month. I've just found out they put me back onto direct debit and charged another month. This is blatant THEFT/FRAUD. Card is now cancelled. Show details

Waste of money – Constant drop outs little to no help constantly having to turn the modem off and or restart. In less than an hour I have had 19 drop outs and in the last two months 12 phone calls to the technical team people coming out weekly and even a new modem has not helped. Please do not go with them. I will be moving to another provider this week I ask others who are considering iiNet PLEASE DON'T USE THEM! you will be wasting your money and time. Show details

Long time customer - many times support caller – Have had to move away from iiNet after years of loyalty. Seems a regular thread in the current reviews. Terrible speeds at two different locations. Extremely long wait times for customer service. Have had some good experiences with technical support during the years, which is why I will give the extra star, but no lasting fixes and absolutely no… Read more

contact from billing after down times despite being advised we would be financially compensated. Plenty of blame often placed on NBN but moved provider and the day it was connected my service went from inconsistent to lightning fast, no changes in hardware. The billing is often poorly labelled and attempting to manage multiple accounts with them is frustrating. Actually no response to a final request for over a week to have my services reviewed for speed and connectivity. Have decided to give the entire TPG group a miss and suggest other potential customers ensure they are aware which companies are resellers of their products and partners.

Horrendous service, poor communication – I've been a loyal customer for 15 yrs, I upgraded my plan 2 weeks ago and the service has been horrendous. I haven't received the speed I was promised, the technician did not arrive when arranged with no communication. I took a day off work to be home for installation which did not happen. Absolutely disgusted. Show details