iiNet NBN 1000/50 (Ultrafast)

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

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

Don’t deserve a star. A simple request to move house was a nightmare. Please change to AI which would help your company immensely. 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.

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.

Absolute nonsense service. I unfortunately decised to got from NBN homefast to Ultrafast. These morons charged me for both service even when it was an upgrade (which means you cancel previous service and update to new one). When I raised it with them they cancelled both of them, took Toolbox access from me saying I don't have active service BUT still kept charging me. COW BOYS Show details

Times have changed people. From order to using the FTTP service, 4 days, yep, 4 days. Disconnected my old Telstra NBN FTTN service on the 5th day. all for $94.99 for 6 months, then 109.95 per month. Show details

Stay away from iiNet – On the 20 November 2024 iiNet were supposed to disconnect my old service and connect the new service at the new house. They only did half the job, by connecting the new place and not disconnecting the old place. They then billed me for both places, this took close to 2 hours to sort with them. They then issued a new invoice that was incorrect,… Read more

this happened twice. I then called them again to sort it. The incompetent idiot on the phone then disconnected both services, even though the new place has already been paid for in advance. I then called iiNet again and there is nothing they can do until the next business day to sort their mistake out. I have been with iiNet since they opened and ever since TPG took over the service has gone down hill in a big way. So they can refund me as I’m crossing over to Telstra. Unfortunately I had to give them 1 star, but if I had my way I wouldn’t even give them that!

Avoid, Avoid, total incompetence – I wanted to move from another provider that was $20 a month extra to IiNet. That was 2 weeks ago and still am unable to move across, why? Because I have an active service already at my premises, well yes, that is what I am coming across from, and IiNet, you just ask me questions about porting my VOIP line. Anyhow multiple emails and phone calls… Read more

later they told me it is not possible with the prior service still active. Upshot is IiNet is hopeless, overseas call centre staff have no clue and after paying over $100 still cannot be connected. I should have read all the 1 star reviews and avoided. Now I’ll have to take the matter up with the telecommunication ombudsman to try to get my money back. Avoid at all cost!!!

Run away from IINET – The company went to SHIIT. I've been their customer for more than 6 years. Due to their last year absolutely inacceptable connectivity latency to USA I did decide to switch to a different provider. I called them twice to cancel my connection since I was using one from a different provider and difference was huge. After 2 months I did notice that they still send me the bill for 2 months and didn't release the port on by NBN modem. Show details

iinet Major Fail – Had been with iinet for with the last account for 7 years on a 100/20 plan and it was fine. About 5 years before that at another location. Phoned and asked to upgrade plan to their ultrafast plan. Received an Emailed Retention offer at $109.99 which was a discount on the displayed price. I noticed on a Friday that they removed $119.99 from my… Read more

bank account and I phoned and asked why it wasn't the $109.99 that was agreed upon in the written and emailed offer. Gave the offer reference number and they said yes sorry they needed to take the 119.99. And offered to refund it. I said no, keep the amount, activate the upgrade and credit the account. Note the current account I had was already $150 in credit, but they couldn't or wouldn't acknowledge that.

The following Monday I found a text saying they were unable to debit the account and the upgrade was now waiting on payment. I phoned after finding the money returned and asked Why it had been returned on Friday (date in bank statement) and Why they were insisting on charging me $119.99 instead of the $109.99 as agreed in the retention offer.

To shorten this rather long story, They said the plan needed to be charged at $119.99 and not $109.99. I opened a TIO case the following day ( 5 days after trying to upgrade) to which they never responded. Then sent an email stating they responded and we discussed the issue. We had not.

I got sick of the gaslighting and extremely rude, confused behaviour from some of the staff and purported managers/supervisors and churned away. This shouldn't have been complicated or even more than an hour of my time.

Took about 1 Hour for the new ISP to churn me away and get me up and running, at the speed I was trying to get from iinet.

It's now nearly 4 weeks later and they are still attempting to debit my account the $119.99 and sending SMS's stating they were unable to take the upfront payment and to pay by credit card instead.

Made the 3rd phone call to day to have them cancel the order. And I've just been told its been cancelled and they will stop trying to remove money from the account. Again.

Used to be one of the best ISPs in the country. Now, personally, I would rather use tin cans than them for anything.

Worst company – No customer support. You'll wait on hold for over an hour and the 'customer service' representative will not know anything!! And then they'll just hang up on you lol No response to any of the emails I've sent for DAYS. Since using iiNet, we are no longer able to scan to email from our printer, our VPN and IP address are broken, and our phones… Read more

are down.

Would not recommend to anyone 0/10 I made an account just so i could write this review cause they have annoyed me so much.

Poor service – I signed up with iinet over 2 years ago, I have had wifi drop out issues since signing on. I had spoken to their tech support often in that period and only now one of their tech support noticed that the modem provided to me doesnt support the ultrafast plan and there is even something on their website regarding this modem. Their plan cost more… Read more

than their competitors, i was told to get a modem that supports myplan I have to sign up again as thats the only way to get that modem that supports the plan I'm on or I get my own modem and they will match a competitors price. Another option was they can send me a modem that will support my connection over ethernet only. They can't offer any other compensation for the issues I had over the 2 years because of their error. I spent 2.5 hours on the phone to 4 different people over the past 2 days.

Bring your own wifi router! – iinet are generally really great to deal with. You don’t get handed around to several agents if you call in, etc, but there’s a fatal flaw in their service - the free router they give you. We’ve had 1gbs (1000mbs) FTTP (WAN, not DSL) for a year and we were using iiNet’s free router. Lots of dropouts. Slow to connect. Patchy service. Work from… Read more

home calls blurry. Had to switch phone to 4/5G often just to browse the web. Etc etc.

Didn’t want to have a debate with iiNet about why it was so bad so we just bought a decent Asus WiFi router and it’s totally transformed the service. It’s now insanely fast and webpages load instantly. No more streaming issues (Dolby Vision 4K works flawlessly). Work calls are great. Routinely clocks 940mbs down and 45mbs up.

Do not use the free router :) It’s not worth it for a $150/month internet service. Spend a few hundred dollars on your own router. But make sure to Google iiNet’s directions on how to set it up - there are a couple of fiddly settings but their guidelines are clear.

I wish I could give them minus rating – Dealing with Iinet is a nightmare. My business lose thousands of dollars because of Iinet. My restaurant's phone line is not working from more than 1 week. Call them 100 times, every technician have different statements. Spent almost 18 hours in total with their sales team and technicians and still I am out of interest and phone line. I was… Read more

promised to have my internet and phone in working ordering in 2 hours on last Tuesday 7days back and I am still waiting for that two hours to be over. They have no idea about their products and services. I Strongly recommend everyone to stay away from Iinet.

DANGER! Terrible service and even worse Customer Service – Slow speeds 955 of the time, however if I am using the internet at 5am in the morning to stream or send emails it is adequate at best. When I called to speak with someone because iiNet advertises #1 in customer service I get the most incompetent hack I could possibly get, I am still on hold even if this is being read 3 months after posting.... RUBBISH Show details

Absolutely Awful Customer Service, Refund Policy a Joke – After 8 months using iinet's most premium NBN service I decided to cancel after being dissatisfied with the speed/quality of the connection, in addition to the fact that they raised the cost from $100 to $130 a month with no notice. Cancelling the service was an extreme headache, being transferred to three separate customer service agents all of… Read more

whom insisted on giving me a long sales pitch asking me to stay despite me insisting I wanted to cancel. After being on the phone for 90 minutes I finally organised for my service to be cancelled at the end of my billing cycle, only to be billed again the next month.

After being billed incorrectly I called again and spent over 2 hours on the phone, mostly on hold or being transferred between several different agents, only to be told that iinet will not cancel your direct debit until your service is officially disconnected. So despite knowing my service was being disconnected following my pay period, they still processed a payment 14 days in advance for a service I'd no longer need. They have since refused to even begin processing the refund until the day my service is disconnected in another 10 days, despite this refund being for a future service that I won't be receiving. Iinet have left me unable to pay other bills and are unwilling to process a more prompt refund. Customer service was unhelpful and poorly communicative and the hold times were ridiculous. I wouldn't recommend anyone use iinet.

Insane stability and speeds! – I switched to iiNet from some positive feedback from a colleague, and opted for Ultra-Fast as I moved to an eligible address. Connection turnaround took a couple of days (during peak COVID restrictions) which was a crazy blessing. When I connected my router, I was blown away by the speeds, floating consistently close to 980MBps. When I've… Read more

needed support, I have always been taken care of in a professional and friendly manner, with minimal handoffs, which is always a relief! Highly recommended!!

Best Customer Service – In the last 3 years I've only needed ro call iinet twice for some assistance. The help they provide is unmatched by any other provider. They go above and beyond to help. Speed and reception wise, I've had no issues. Show details