iiNet NBN 12/1 (Basic)

Patchy during Peak Hours – At peak hours each day, it was not uncommon for it to be difficult to get a connection to play Scrabble. I appeared to have a low priority. Eventually, iiNet stopped hosting email addresses and, after about 19 years continuous service, I stopped using them as my Internet Service Provider [ISP]. Show details

Very happy with service and support – I have been with iinet since the NBN became available in Kiama. My connection is reliable and I have not experienced any dropouts in at least the last two years and possibly only 1 or 2 in the last 6 years and one of those was due to a power outage. I have had the occasional need to contact support such as when I recently connected a wireless… Read more

printer through their modem. I was given the information promptly and I have always been happy with their service centre.

Very happy with iinet! – My connection is reliable, no dropouts ever. If I have had any issues, they have been dealt with promptly and to my complete satisfaction. Speed etc fine, this old girl doesn't do screenshots etc. Show details

A customer with this company for over 20+yrs - no respect for my loyalty(with ever increasing prices also!). iiNet have priced themselves out of the market, much better deals can be got elsewhere! Show details

Used to be Westnet, then iiNet,then iinNt took away emails and sold them to the Messaging Company which is bloody terrible and they want to charge for it. Now iiNet is slower than a snail yet they still want to be paid the same amount. Do not sign up with this company - they don't care. Show details

It has taken over a week for someone to call me. They keep asking me to verify my account which I have done. Now asking for photo ID. What Terible terrible rude service. Do NOT go with IINet Show details

Hello, I highly recommend avoiding iinet and suggest switching to another provider as soon as possible. We have been with iinet since the beginning, and their customer service has always been excellent. Sadly, that statement is no longer accurate. I have already changed my service, but unfortunately continued the service for my grandmother… Read more

(NBN12 Fibre Seniors Card for more than 6 years) since she dislikes change and has many anxieties.

On 14/04/2025, I received an email from iinet informing me that her service will transition to a new plan in June. After reviewing the email attachment, it was explicitly stated that the new plan will be a one-year contract. Without my reviewing the attachment, there was no sign that she would be placed on a one-year contract!

In disbelief, I contacted iinet yesterday for clarification. Following an hour on the call, they informed me that my grandmother's service would remain the same apart from the price hike. I should disregard the email attachments since it was generated by the system.

I have not trusted them, and rightly so, so I chose to switch the service to a different provider. The new provider established a connection within 2 hours without any alterations to the existing configuration. The process was quite simple.

Anyway, I received the final bill today, which includes a breaking fee of $225 as shown below. ---------------------------------------------------------------------------------------------- NBN12 Fibre Seniors Card

Service no longer billed from 15 Apr 2025

Contract Break Fee - NBN (once-off) $225.00 NBN FTTP Senior Card Incl LN Calls (monthly) -$48.28 Credit: For the month in advance (from 15 Apr 2025 to 21 May 2025) prorated Included Data 50GB $0.00 For this invoice period (from 22 Mar 2025 to 14 Apr 2025)

Internet Total $176.72

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The details provided above were taken directly from the bill.

Finally, I strongly advise against using iinet altogether. To quickly generate income, they are targeting the elderly, the most vulnerable members of our community. I continue to have difficulty believing that. My subsequent move will be to engage the ombudsman tomorrow.

Worst customer service i have ever experienced – I cannot even begin to describe how poor and disorganised the call centre is. A simple task has resulted in me loosing internet access (I work remotely), and i have wasted 5 hours on the phone over the past day with 6-7 different people, across multiple different branches and they still have not resolved the issue! Update: I cancelled my plan and… Read more

went with a smaller provider, they had me connected within 10 minutes and i havent had an issue since. Incredible the difference good communication can make! Stay away from this horrible service.

Time to move – The bigger the company becomes, the worse they become. I was with iinet for 30+ years but when they insisted to take monthly fees three days before due date and refused to change, I moved to ABB which was my best decision. Show details

Poor support – NBN service has been stable, but woeful support. Their call centre people seem to have a very shallow understanding of the ISP environment and will try to avoid moving the issue to a higher level of support if they can't resolve things themselves, preferring push back on the client. I've had a supervisor hang up on me when I asked to speak someone… Read more

who had more expertise, as she didn't understand the issue. Another time my elderly mother was hung up on as she had trouble following their instructions. There is no courtesy in hanging up on clients through impatience or ignorance of facts.

Really Disappointed – Having used iiNet for 18 months on very basic service, I changed my plan up one tier to 25/4. After 24 hrs I was receiving 24 to 25 download but still 0.8mbps upload. I changed back my plan. 4 weeks later and needing better upload for some work, I changed to 50/17. After change I was getting 28 to 34 download and still 0.8mbps upload. I waited… Read more

until next day and checked speed again. Still 0.8 upload and 24 to 34 down. I contacted support. What a rigmarole that is. Long story cut short, after 53 mins of back and forth on the phone and no solution I gave up. I have changed back my service to 12/1 and for work purposes needing uploads, take myself off to our local library. What a fiasco and so disappointing. I have had faster speeds with my previous supplier so I know it is achievable and will likely go back when the modem is paid for. So Disappointed in iiNet.

Having given iiNet a chance to reply to this before publishing, I can now say the problem has been well resolved. Thank you iiNet for the service. It was unfortunate though that I had to write this review before you acted. All fixed now Happy customer. 4 star now.

Awful Timewasters Thieves Miserable Pathetic Company – Today after more than ten years of misery with iiNet I tried to Cancel my service. Of course they also make that an excruciating experience like every other non-service they provide. Even though I was on the phone for more than 45 min with iiNet trying to cancel my service they just gave me the runaround as they always do with every service call I… Read more

have made over the last few years. IiNet were once a decent service. Do yourself a favor. Never Ever sign up with iiNet.

Bad service – stay away from them iv waited a month for them to send me my modem I canceled before I even used there service they quick to take your money but slow at sending a modem, and all they do is give a different story every time you ring to find out where modem is STAY AWAY BAD SERVICE Show details

Dropping email well I will be dropping you – Been with this company since it started in Perth. When it was sold it was the start of a death by a thousand paper cuts or so it felt. Had Mobile and email + NBN. Dropped mobile as I could get a better deal with out speaking to someone in south Africa. iiNet flicking Email service which was sold as a package to customers when agreements were… Read more

authorized. Well I've moved my email to outlook downloaded all emails in folders from iiNet and gone through a list of accounts using iiNet email address. It wasn't easy but could be done. I created outlook account downloaded office 365 (as I was paying subscription for cloud storage anyway). Outlook merged my old emails in office to outlook on computer. I then used the forwarding emails tab in iiNet toolbox to have any accounts emails I missed still forwarded to me so I could update details of new email address. Now looking at Aussie broadband. bye bye iiNet

Mongrel of a company – Easy to sign up to - imposssible to leave. The process to cancel your service, even when you are well out of contract is made as difficult as possible to try to retain you. It is a nightmare and I will never, ever again deal with these lunatics. What a terrible way to do business. You suck IInet! Show details

There are far better ISPs out there! – We had been connected to iiNet for about three years without much problem.The problems started last week when the internet connection started dropping out every few minutes. Keeping our experience short, the customer service from iiNet was terrible. First waiting 50 minutes to get through to tech support. Then connecting to an overseas technician… Read more

and fiddling around with the modem for over an hour with no result other than they'll send out a new modem, arrival to be in five business days. New modem arrives five days later so install the modem to find internet still not accessible. This was five o'clock last Friday evening. Rang tech support and waited over ONE HOUR just to be connected. The overseas technician this time was even more of a disaster than the last. She seemed to have absolutely no idea how to fix the problem though kept me on the line to keep trying for over TWO HOURS...hard to believe but true. She did say that the problem was at "their end". I finally gave up when she said that she would "escalate"this problem "higher". I indicated that if I didn't get a call back within 24 hours I would go to another ISP. At 2am woken by an SMS saying that iiNet were "investigating the problem". At midday Saturday I phoned another ISP and arranged for them to take over from iiNet and was connected and up and running within two hours! The difference in customer service experience between iiNet and our new ISP (Aussie Broadband) was astonishing!

Worst Customer service on the planet … Almost bad as Qantas – Incompetent…. In the only was to describe this company. Service disconnected for no apparent reason and when called to asks for reason, their only solution is to pay a reconnection fee that will be refunded at a later date. What an absolute joke of a resolution… no Supervisor wants to take the call . Show details

Hopeless Customer Support Service – When working the service is fine ! If you have a fault, you need to make multiple calls and wait times are beyond belief. You may be advised wait times are long and to leave your number for a call back that never happens! If you do get on then it’s the standard script you need to go through even if it is a repeat of the same issue! Mind numbing ! Show details

Good to very, very, very, very BAD!!!!!! – They were the best, but now just total junk! I waited on the phone for over 90 minutes and then got disconnected. Guess what? They will be disconnected on Monday. Show details

Make sure you cancel iinet direct debit from your bank account – Haven't had anything to do with iinet for around 4 years and they have just deducted $79.00 dollars from my account and as usual they are hard to contact. As a warning for everyone block them from your bank account. Looks like my only ption is the ombudsman. Show details

Hopeless service – The 1st person spoke very clearly that was a big part of the decision to switch . Ended up without working landline for more than 3 weeks not helpful in at all , made to repeat myself constantly with dozens of filipino call takers . Don’t go iiNet trust me Show details

Poor service for 60$ month – Connection is very unreliable and after requesting for fix, they cannot resolve the issue. Poor customer service as well, it used to be better. Show details

Major problems with their cancellation process – I was with iiNet for just under 4 years and everything was fine with the internet service and it's reliability, but recently I called iiNet to cancel because I moved house and the destination household already had internet. That's when the trouble started. It was near impossible to get them to cancel. They used the old trick of "let me just put… Read more

you on hold for a couple of minutes', and a couple of minutes turns into 20-30 mins and then the call drops out. It took three phone calls and multiple emails to finally get them to send me a confirmation email stating "your service will be cancelled on date x".

But that's not the end of, I thought it was all cancelled on date x as I had requested and as they had confirmed, however, shortly AFTER that date, they issued another bill for the following month (to be clear, the period they were billing for was completely AFTER the cancellation date). I contacted them and told them I should not be billed after cancellation date, and they told me they'd sorted it and cancelled the invoice and that I can just disregard it.

However, despite telling me they'd sorted it and had retracted the invoice, a direct debit for that billed amount came out of my bank account the week later. And here is where it gets even worse - so the week earlier I had blocked their direct debit authorisation from my bank thinking that would prevent any further money being incorrectly debited, however, the reason they were still able to debit from my account is because they used a new/different account from their end to perform the direct debit. I.e. I had blocked "iinet account 1" from my bank but they then used "iinet account 2" to do the transaction (those weren't the actual account names but you get the idea). I'm not an expert on the law but I believe what they have done is illegal.

Anyway I have contacted them again and asked for the billed amount to be refunded, which they say they will do this week, but we'll see.

More than adequate – We have had NBN 12 from when NBN became available, I had originally wanted NBN 25 but the iiNet consultant explained that 25 was possible and they would have been happy to sign us up for NBN25, our needs & requirements meant that is was possible to achieve with the NBN12, saving us money while still delivering a good reliable product. I regularly… Read more

undertake Speed Tests and the results are very pleasing showing a reading of close to 12 nearly every time. Yes there have been occasional glitches in the NBN system but I have enough knowledge to understand this is not an iiNet issue but an NBN related problem. I have been a customer for 18 years, firstly with Westnet before they became part of iiNet and have found them to be very customer friendly. Anytime we have had any issues or concerns and had the need to contact customer support, they have always tried to resolve the problems, even when the problem was with my equipment or device not an iiNet issue. They have always endeavored to fix the problem on the first contact and their follow up to ensure we were satisfied the issue or problem had been resolved.

We were offered a chance to change our NBN to wireless, which we tried for a few months. This exercise did not go as planned. The issues with this service was not an iiNet fault but was the wireless provider issue, in this case the Vodaphone network. Although I could see the actual communication tower the signal strength was not acceptable or capable of providing a basic service, we the requested a return to our previous reliable NBN12 service.

Brilliant! – Have had no issues with the service whatsoever, but the billing problems I had which were caused by a compromised credit card were sorted quickly with no fuss at all. iinet’s customer service is first class! Show details

IINET OK, NBN not so good – I have been with IINET around 22 years. Their response to problems is generally very good but sometimes there can be a wait of an hour or so. They are thorough in their investigations and courteous. With bundled landline I think their package deal is good. I am not so impressed with NBN bearing in mind it cost around $50 billion dollars to… Read more

install. My previous ADSL2 was only about 3 mbps and I can't detect any difference in download speeds although the connection seems to be more stable, ie. less dropouts. I have had a lot of problems with modem quality and replacements and would like to see other options to the bog standard issue even with, maybe, some extra cost.

need internet – I have contacted IINET regarding moving my service to my new address, I was told the service could not be provided as NBN was not at this address I contacted NBN and they told me I must go through my provider to make the application for the service This house was built a few years ago but no internet was connected I can't understand why IINET cannot help me My name is paul wotherspoon 0409905090 Show details