iiNet NBN Satellite (Sky Muster)

Poor service – Service dropped out, rang tech support, gave up after 45mins on hold. Finally managed to get through, said they would fix, 3 days later said fixed. Not fixed, rang again, said it was nbn fault. 8 days later, agree is modem/ satellite problem, will take at least 3 days to get a tech here. 10 days later, still waiting to hear from them. Absolutely appalling service, no understanding of communication requirements in rural Australia.

Terrible for years – No longer a customer and after multiple phone calls and complaints they continue to take money from my account. Their plans are terrible. Go Starlink Show details

Useless provider – After being with iinet since they first started they have became so incompetent book calls doesent happen have had issues with email since the Change over not working and their fix is to send me a email on how to resolve really?? Show details

Very good company, shame about the data allowance available – Had a really good experience with iiNet, setup was easy, customer service was awesome but the max data plan at 60g was not enough we used it in a week, shame to leave. Show details ·  1

so glad we got this now – so far I have had no problem with my NBN very satisfied with the speed its heaps better speed so far I have not had to call them about any issues and the price is heaps better Show details

Excellent service/reception not enough GB – Installation, reception and contact with iinet was amazing. Couldn't have asked for a more helpful bunch of people. Everything was prompt and exactly as they said it would be. My issue was my own. We transferred from Optus ADSL and I didn't understand metered and unmetered usage. We burnt through our entire usage in 12days (I work from home).… Read more ·  1

We transferred to another provider and I didn't have to pay a cent to iinet for cancelling my account. I truly feel bad about cancelling, they were a pleasure to deal with. When they can provide unlimited or largely increase plans, I would not hesitate to go back to them.

Cancelled iiNet but still haven't been refunded in full – I ordered iiNet NBN Satellite for a remote location. Was told that iiNet was not good here. I cancelled my order after the modem arrived, but did not use the modem. Spent hours cancelling my internet on two separate occasions. Asked for an address to send the modem so I could get a refund. I was told they would contact me later with the address.… Read more

After multiple emails and phone calls, I finally received the address. They also told me if the modem was not received by them the following day, I would forfeit my refund. I emailed them a month ago to say the modem would not reach them, due to living in a remote location. I sent the modem back the next day with a letter requesting my refund and a printout of all my emails requesting the address. iiNet have deliberately avoided giving me the address, so that I would breach their policy of having to return the modem within 21 days of cancelling the policy. Not happy with iiNet at all.

That's 1/10th of a star for complete rubbish service – Completely, unbelievably, enfuriatingly incompetent customer service. Have been trying for months to cancel my service becuase we move. Iinet said they couldn't provide the service at the new location and thankfully SKYMUSTER FANTASTIC CUSTOMER service is now our provider. But iinet will not cancel our oldnservice and are completely, unbelievably… Read more

administratively incompetent robbers. Apparently have no record that I made a voice call to cancel service (multiple of plural claims from them about this), claim I need to complete online form already completed, just go around and around and around and around and around in circles all the while billing me each month while the new owner of our old abode lives it up on our internet service. IINET deserves a [Content Removed], DO NOT make yourself vulnerable to their incompetent, robbing ways. Skymuster is great.

Unreliable and dishonest – We told at the start that I was given 250gb to use between the hours of 1am till 7am and that the rest of the time would be unlimited but only used 60gb and they switched the speed to low and said I had used my monthly data not till then did I find out that 250 gb was split into two, 60gb to use till 1am in the morning then daft between 1am… Read more

and 7am, so I was lied to just get get my money, I cannot stand dishonest company, and has taken me phone call after phone call to try and disconnect this service it's a horrible experience

Very slow. Incredibly slow – Internet is the slowest when you need it the most. Misleading information about capped speeds and even when it is offpeak, the speeds are even slower. Poor coverage in non metro areas. Show details

Nearly as useless and oversubscribed as Telstra – I subscribed to IiNet Satellite internet after my only mobile phone/internet tower became oversubscribed and even audio calls dropped out, let alone internet. However, on IiNet Sat, even just downloading emails often takes ages, or scrolling Facebook. When streaming SBS movies, the screen is often fuzzy or pixelated, even in clear weather. I did a… Read more

Speedcheck just after the screen cleared sufficiently to see it properly and it was only 2.32 Mbps then! iiNet satellite is obviously also seriously oversubscribed. I live only 35 kms from a Queensland coastal city but I may as well live in the Sahara. Come to think of it, I’ve seen a documentary where a turbaned cameleer was using a satellite phone. More than dissatisfied. This is the 21st century and we absolutely depend on reliable internet these days just to function, whether at work or study or maintaining family connections or simply entertainment when we’re stuck at home so much.

60Gb simply not enough these days – Due to poor mobile (one bar at best) connectivity and erratic TV reception in this hilly part of Tasmania, we selected iiNet for a Satellite-NBN connection. iiNet were excellent to deal with and the satellite hardware was efficiently installed. After the initial joy at the excellent reception, we were shocked to find our 60Gb daytime allowance… Read more

eaten up in less than 10 days... and then we were "shaped" to 128/128kbps - which is pretty much useless. We have tried to manage the data allowance - iiNet's dashboard encouragingly tells us to reduce our usage to less than 2.0Gb/day - great, thanks! But when the allowance dries up, all we can do is turn the modem off and wait three weeks for the next billing period to begin. Meanwhile we have installed a Telstra antennae on the roof to try to improve the 4G signal...and yay...we now get 5 bars, but the download speed is not much improved and we are back to TV images that resemble slow-motion lego. Net cost is now $65/month to iiNet for a few days of glorious high-speed data from the satellite-NBN and another $65/month to Telstra for our "backup" 80Gb of mobile data. Having jumped through these hoops, the only option now is to install a Starlink system which costs approximately $139/month. The upfront cost is higher, but opting for this earlier would have saved us many months of frustration with patently inadequate Australian systems. There's no point blaming iiNet for such a poor product - it's NBN's satellites that are the limiting factor. However, I do feel that iiNet could've provided cautionary advice regarding the limitations of the contract, rather than big-noting the 60Gb peak/198Gb off-peak allowances. But they are a business and their agents are paid to sign us up not put us off. I've spoken to iiNet about this and their agents are so nice and so sympathetic... but alas this does not resolve the issue.

Beware: The company consists of people who take away your hard earned money. Be careful – Don't trust, they never tell truth. They take credit card details and they show true color. They can even charge for not providing any service, withdraw of just an offer.

Stay away – After 4.5yrs someone else managed to cancel my internet account without my knowledge. Spent 2 days trying to fix it, ended up having to create a new account, but the sales team member processed the payment but didn't create the new account. So I am missing money from my bank account and have no internet account, and iinet claim to have no record of the payment

Absolutely deplorable – Charged for months service when service not connected. Modem sent to wrong address, and when received its locked out to other providers with different software than normal. Has taken three months to resolve I now use Skymesh where my old modem can still be used. Show details

Intermittent and pretty tragic internet – Generally we would have to turn the modem, wifi off/on daily due to drop outs and intermittent connection. Best download speed was 20mbps generally it sat at 15mbps. Due to my rural location, iiNet was the only service provided for satelittle NBN and for $80 a month I was not satisfied. I’m addition to this the service was canceled today (23/2/22)… Read more

and they hilariously sent me an invoice for next month and took it straight from the credit on my account. I have emailed a complaint requesting a refund on this considering the period is dated forward 15 March 22 - 14 April 22, talk about fraud and trying to rip me off for a service that won’t be provided. I’ve since changed to Starlink.

INEPT CUSTOMER SERVICE – Called several times on a Wednesday to state that the internet was lagging heavily whilst streaming football. Have an NBN technician organised ( including a day off work), only to find IINET cancelled it without reason. Went through escalation process again with assurances we'd receive a call within 24 hours. 36 hours later, still no call. Again,… Read more

I call, handed around 4 departments, only to be told it was "resolved and closed". So we start all over again with the ubiquitous" I'm Sorry For Your Inconvenience" scenario. DO NOT USE THIS COMPANY IF YOU ARE LOOKING FOR A QUICK RESOLUTION TO YOUR INTERNET ISSUES.

Garbage - don’t waste your money! – This is a joke. To only offer 60gb of data during 7am -11pm is a massive rip off. My wife works from home and had an online seminar and used the data in the first two days. Now for the other 98% of the month we have to hotspot off our phones. If you stream Netflix, Stan, or any other service you won’t be happy at all. DONT wast your money and look for another option.  Show details

Satellite service – Service performed very well with few outages. Only used for streaming tv shows and the speed was fine and no issues so didn’t have to contact the company at all. Show details ·  1

Know your selected plan – Be sure that you choose the right plan. I looked for an answer to my question below. I find this hard to believe. I chose iinet's top plan with unlimited data download, as I move around video, photo graphical files. My query was answered, telling me the satellite was not able to download these files in my area. We are talking position,reception… Read more

and speed here AND NBN ........... I say again. Be sure that you understand your plan. Don't disconnect your phone. You know it works. You have a backup here, if you were using a wireless service. Using this in 'off peak times' is a joke. We sleep then. Watch your allocated 60gb in working hours. Not nearly enough. Goes in no time. Not happy. N.L. 18.8.21

I would rather pull my fingernails out than use iinet again – Took two months to get my internet connected. iinet says it's nbn, and vice versa (it was definitely iinet) They connected me to my neighbour's nbn box (disconnecting them for a week) then couldn't work out how to connect with mine. They bizarrely had three different accounts set up for me and couldn't navigate which was the right one. They… Read more

ordered and charged me for a router when I already had one. They organised techs to come and install a satellite dish (which they knew I already had and had been used by the previous tenant) saying that they 'can't just use any satellite dish, it has to be an iinet one' - bizarre and untrue. They sent nbn techs out who couldn't find a problem in 6hrs of trying things, new cables etc. They thought 'maybe' it was my router so sent me one of theirs. Then a second router arrived that they knew nothing about. Then a third identical router arrived and they decided that must be the issue...

Customer service is terrible. A different story each time, no continuity, endlessly repeating myself, hold times long, reps unskilled, fault department unreachable - they contact you in a 48hr window. Each time I called I had to sit and wait while the first rep read through everything that had happened previously (which is 15-20min) before deciding they were confused and couldn't help me and put me through to other reps who would do the same.

Once connected had constant issues that my neighbours 20m away (who also have satellite nbn but with a different company) don't ever have - drop outs, 2mbs speeds, router needing reconfiguring regarly, lengthy fix times each time, and no explanation as to why this happens. I truly believe they don't understand how any of it works, offering wordy politeness and endless 'sorry' but never any real response as to why these things keep happening.

Also, there is no access to a real time counter of how much data you have used. You can check it online, or phone and ask but both can only give you a figure that was calculated 48hr ago. I find this bizarre as they seem to know up to the minute exactly how much data has been used when it comes to dropping the speed at peak data limits. Why is this not available to customers?

I've just changed companies - done and dusted in 3hrs - hallelujah!!

Fantastic service – The connection is really good if there is no cloud cover. Once the wet season starts the connection is intermittent. The team at iinet are very helpful and follow up with a call to make sure everything is working well Show details ·  1

Burning up the data allowance, even without anything connected to the installation.??? – So my installation was completed on Monday the 26th of July. Technician was awesome and did a great job.. However since the service has gone live we have allegedly burned up over half of our 60 gig allowance in 3 days. Apparently 2 movies on Netflix, and a bit of Spotify will do that. He said sarcastically. I know what it was, it was those… Read more

speed tests I did of the service on my phone. The most telling indication of how heavy we have been is in the usage of 15 gig of data off peak, between 1am and 7am. This 15 gig in usage was achieved by having nothing attached or WIFI connected to this installation. I sent a please explain email to iiNet (Thursday) and then Friday at around 1030am they rang me. But they rang me and put me a service queue with a recorded message. Who would do this and think it was great customer service ??? They ring you, using a automated dialer and place you in a service queue. This wouldn't be so bad except I was in a deep sleep as I'm working night shifts. iiNet are you felling the love?? So now I have utterly nothing connected to the iiNet purchased router, and I'm going to watch how much this setup burns up in data whilst not being used by any devices except the sat receiver and the TP Link Router I purchased from the iiNet website. No one is awake in the off peak period and nothing is being downloaded in the background. Not a happy camper. Luckily I still have my old ADSL 2+ service running in parallel so when I say nothing is using the iiNet service, I mean it. I might add that someone could suggest that some individual has hacked my wifi password and is piggybacking on our wifi, except we live in on a acreage property and this us just not possible. We have been with iiNet for 5 days and the future is not a bright one.

Biggest mistake – 16 year customer . I rang iiNet for advice re cutting off phone landline as we hadn’t used it in years. Advised to go to NBN satellite. After Installation no internet service, spoke to a booked technical for support at iiNet. He was very helpful and got us up and running. Two hours later no internet, we rang itNet support; advice received to… Read more

reset modem, that was the start of no internet for a week. Everyday we rang iiNet for support, nobody could get it running. We asked to have ADSL reconnected, we were told the copper had been removed. Another appointment was made to get a technician to attend our property to check satellite set up. This bloke a contractor was excellent. He spoke to iiNet support and told them how to reconfigure our modem. Up and running . 30 minutes later we received an email to say we had used half our monthly data in the last 7 days. ( during the time we had no internet connection).

Phoned iiNet again. This is where we never read the fine print. 200 Mpbs of data monthly , 150 of which we can use Off peak 1.am to 7 am.

Looking for another provider as I write this 10 days after having the nbn satellite service installed. Never take away your ADSL whilst you can. And yes the copper is still there at our gate. Nobody can flick the switch.

Useless – Speeds at 10% of advertised speed. Consistently struggle streaming netflix or patches of no internet at all. Rubbish customer service. Can not communicate enough how badly i rate iinet. Dont do it Show details

One glitch spoils many years of happy experience with iiNet – This is not a good time for me to give a review. I was happy with my wireless NBN, the patient service given by iiNet Support staff and the general reliability of my package. I do get dropouts but that seems to be an NBN problem and I can easily restore connectivity. But right now I am without netphone and six days of emailing Support brought no… Read more ·  1

useful reply. This seems to be related to a current registration for a relocation, which someone must have triggered too early. Finally, a helpful Support person has taken action and given me information about what he has done and when I can expect my netphone number to be restored. I still rate iiNet highly, after more than 20 years association with it and its predecessors back to IAA, but am disappointed by this recent experience and the slow response to my issue. Let's see how they handle my forthcoming relocation!

Satellite service is good, at a good price – I have had the Skymuster satellite Basic service through Iinet for the last five years, and have been an Iinet/Omen customer since 1994. The satellite service has not needed service or support since being installed. The price for the service is good, and the download speed was close to that specified, when last tested. I see no reason to look at other providers at this time.  Show details ·  1

Great service – Very reliable connection only hampered by extreme weather in the cyclone season that affects all satellite links. IiNet tweeked settings when satellite link first set up with NBN and since then the service is free of problems. It is significantly better than the old Wire connection and in any case NBN is only offered as a satellite connection in… Read more ·  1

my area. Download and upload speeds are consistently as promised. IiNet has been my preferred ISP for more than 10 years. I have no plans to change my provider because of the excellent service received.

Speed could be much faster. Great to get bigger data component – Our speed slows regularly from 22mbps and we have to reboot to improve the speed. This gets very frustrating and we are investigating alternatives. Also overcast days provide substandard service Show details