iiNet NBN 250/25 (Superfast)

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.

After being hounded by iinet to have nbn to the premises I finally acquiesced and had it connected. The only problem is, is that now my VoIP phone doesn't work. So, the thousands I spend on advertising and 1800 numbers is a complete waste, because anyone who phones me thinks I have gone out of business. iinet seem unable to explain this. Show details

I was looking for an NBN provider with a 4G wireless backup, as my TPG NBN went down several times last year. A neighbor recommended iiNet, so I looked into it. The price for the NBN250 plan was slightly higher than TPG’s. Today, I called iiNet to ask about switching and whether I would experience downtime or need to pay both iiNet and TPG during… Read more

the transfer. A male sales representative answered my call, but he was more interested in signing me up than clearly explaining the details. Since his answers were unclear, I called TPG myself to clarify the matter.

In the afternoon, I attempted to sign up via iiNet’s website. Using Chrome, the process got stuck after I entered my credit card details, returning an error message instructing me to contact the provider. I then tried Microsoft Edge but encountered the same issue. As a result, I had to call iiNet’s sales team to complete the sign-up.

The call lasted 35 minutes. Unfortunately, the sales representative entered my legal name incorrectly, even though I had asked her to be careful. Even worse, she also entered the wrong address, despite repeatedly confirming the correct number. I only discovered this mistake after gaining access to iiNet’s Toolbox panel. This meant the transfer would fail due to the incorrect name, and the modem delivery and NBN connection would go to the wrong address.

I immediately called iiNet again to report the errors, expecting a quick fix. However, it took over 55 minutes on the phone, speaking with three different staff members from different departments. After being on the call for over 30 minutes, I was exhausted and asked to cancel the order altogether. One staff member, Maria, refused to process the cancellation, insisting I remain on the call. She warned me that if I didn’t, the order wouldn’t be canceled, and she couldn’t confirm how my prepayment would be refunded.

Eventually, another representative, Jessica, took over and agreed to cancel the order. After 55 long minutes, I was finally off the phone.

I was simply trying to correct iiNet’s mistakes, but the process wasted so much of my time. Maria, in particular, made the experience worse—she knew I only wanted to correct my name and address but instead restarted the standard sales script, which I knew would take another 30 minutes. When I asked to speak to a supervisor, she put me on hold for a while before telling me that no supervisor was available.

Overall, it was a terrible experience with iiNet.

IINET CUSTOMER SRERVICE WORST IN THE WORLD – I have been with it for 15 years .it used to be a good company, but I changed my plan and was getting charged double what the plan should be as they keep taking the money out of my bank . After so many calls to customer service in the Philippines, I was told it would be resolved next month double they still charging me for two plans the old plan which I cancelled and the new plan. Now with Telstra its like night and day . NEVER GO WITH IINET Show details

Overcharged and no internet – iiNet overcharged me for internet services to our home in Melbourne . When I raised the matter with them they offered a $60 refund plus an upgrade to a higher speed service. The iiNet technician called Jim arrived today to perform the upgrade. Jim installed some hardware and stated I need to call iiNet to finalise connection. Jim left without… Read more

ensuring our internet was working.

When I called iiNet I spoke to at least 6 different people. One advised that the hardware provided by the iiNet technician was not an iiNet product and they could not reconnect me until an iiNet technician (based overseas) had reviewed the case, which would take 24-48 hours. When I raised this delay as a concern, I was either put on hold for extended periods, hang up on or put back in the queue to speak with another operator who knew nothing about my case.

In the meantime I called Jim. I asked Jim to return to my home and at least restore our old service. Jim was polite but refused to return unless iiNet provided him with a new work order. I called iiNet again and they stated that Jim would not return until iinet overseas technician had reviewed the case.

The case is pretty simple. iiNet’s technician attended our disconnected our internet and did not ensure that our new service was working prior to leaving. iiNet’s call centre is unable to promptly resolve the problem and we are left without a service with no resolution in sight.

IiNet was at one stage a highly client focussed company. As they have grown, iiNet now seems to be more concerned about itself rather than its clients. This attitude seems to exist with their local installation team based on our experience.

Suggest you should look elsewhere if you want your a reliable, customer focussed ISP.

Worst experience I have ever come across – Was with internode/iinet for 15 years on Friday rang up to do a simple rate plan change to a lower plan. In that time they some how disconnected my internet for 2 days. I ended up speaking to 6 Different people who had no idea . I was only able to get the internet back on when I moved to Aussie BB and they were able to get it back on in 20 mins. Worst experience I have ever come across Show details

Awful – We left iiNet because connection was poor and service dreadful. Now they have taken over internode and we have had 6 months of problems. Show details

Poor customer service – iinet transferred all its email functions to The Messaging Company. I migrated my emails as instructed. iinet was to cover costs until September 2024. On one my emails address (my primary on that I have had for more than 20 years). I had confirmation that I was covered until September 2024. However, in early August 2024 my account was deleted… Read more

without any warning to that specific email address.

I contacted TMC who blamed iinet. I contacted iinet who blamed me for not migrating, told me my account was gone. When I said that I did and have confirmation I was fobbed off. This happened twice. So, I contacted the TIO and eventually (after more delay) someone at iinet listened. There was no rush to contact me (took 2 weeks). Toolbox indicated that phone calls were made to me and emails sent to me. I did not receive any of these and some subsequent emails I sent were not received by iinet either.

Eventually my email account was restored. However, all my emails from December 2023 to when the service was restored are gone and I have been told cannot be restored. iinet now blame TMC (after initially blaming me - pattern?).

Regardless of whoever was responsible I have had no apology or any offer of compensation. My account should never have been deleted and I should have been believed when I called, and the call should have been escalated when requested (it is their policy). Also, there delays in contacting me led to me emails being lost. Some of the emails I have lost are unrecoverable and I have spent weeks contacting and changing my email to another account (which is not easy when you are required to get verification from a cancelled email account).

The whole transfer to TMC has been poor. I know others that have had their accounts deleted after proper migration as well. There are no backups, no planning for "errors".

Ridiculous Call Center!! – I have issues where the business printer only scan and send to emails within organisation, and unable to scan & send to emails outside of the organisation (happened overnight). We have rang the printer company, our IT provider company and IInet was the last company we called as we were advice IInet might have change some policies. No one pointing… Read more

fingers here, just a friendly call trying to get some answers (as our IT can't call iinet directly, they would ask for identification,...)

The lady on the call center was extremely rude. She refused to listen to the whole story, keep cutting in as soon as I say the word "printer" and immediately go "have you check printer, what that to do with iinet, have you try different connections,..." We got stuck in a loop where she keep saying she can't help because I'm not giving enough information, but everytime I try to give her the whole story, whole perspective, she's cutting me short? Ridiculous.

Avoid this company they will charge you for a service you don’t have – Inner continued to bill me even after I churned away from their service. Kept sending me text messages and emails saying I owed money even having g churned before end of contract period. Show details

If could I wish zero star – Initially started with 5G home Internet with iinet, well, worse than 50 nbn. So while cancelling, they offered me 200 nbn. During the last few months, specially during midnight, the speed is low, and they send a tech in-house try yo fix it. I don’t think made any difference. Now for last couple days, there is basically no internet as the download… Read more

is 1.7. Tried to reboots several times, still similar speed. No shared device used while testing speed. I almost used up my mobile data now.

Happy – Happy with service, speeds are excellent, pricing is more than fair. Show details ·  1

This looks after all our needs – We have very never been off line due to iinet's negligence. All issues have been corrected or dealt with promptly. I have no idea how to test for speed. Our internet has been very reliable for I think 10 years with iinet. Show details

Love their NBN products and excellent service – We have been with iiNet for over 20 years and really love their internet (now NBN) service. They are really responsive and often give us upgrades to our service and cheaper rate as they release new products. We are on HFC for NBN and have had a lot of network issues with NBN but now that's sorted. Very happy with their products and service. AND on 21 September 2025 they just upgraded us to the new NBN super speed of 750/50 for free. Show details ·  1