I have been with IINET for more than 2 years, signed up with NBN 50/20 but never ever reach the speed over 30Mbps. Most of the time the speed just hovering around 15 - 19Mbps. even in off peak hours. When we were given a fast 200Mbps trial for 6 months, nothing change. Same slow internet and really annoying. My family members so annoyed they decided to use their own mobile phone hot-spot on many occasions, which is much faster. Whenever I rang the Tech support, we just have to go through the same routine, turn off modem, unplug cables for 60 seconds etc. which we all have done it before and no results. The Tech support reckoned our wi-fi etc. They said they have checked from their end, the speed was fine...? Even NBN Tech came once and tested everything, couldn't find anything wrong with my end, they suggested me to call IINET. Any other IINET customers have had this bad experience ??
Hi U.L, We're concerned to hear about your speed issues as there will be a reason why the connection isn't performing as expected. We want you to have the best service available to you. So that we can help, please reply with a task reference number, or you can e-mail our Social Media e-mail address: iiOnline@iinet.net.au. Please mention your review here so we can reference it. We'll then have this escalated, in accordance with our Complaint Handling Policy, which is available for you to use, here: external link
Thank you and we look forward to resolving this for you.
-Leo
I was told by another customer that if we use our own modem (manually setting them up) we can get better connection than if using modems (plug-in and use) provided by the isp.
How do you call people who charge you for waiting for delivery of modem and setting up the connection? You guys send me invoice after two weeks of using NBN service. When we were about to make a deal and when I specifically asked will I be charged until the service is provided answer was NO. And then...
Hi Milan,
We're always happy to lend a hand here. If you can reply with an invoice or reference number, we can use this to locate your account and organise help.
- Leo
I already have done that through the call center. Each and every time I was advised that I will not be charged, but lets try again. This is my lates invoice number 696880183
Hi Milan, Thank you! We can't go into specifics here, due to privacy and security reasons, but as a general guide, your first invoice will contain your setup and hardware costs (if applicable) as well as your first month of service, as connections are charged for a month in advance.
Once connected, you're then credited back for the time that you were without a connection (for instance, if you pay for a month in advance and the connection takes two weeks, we'll credit you back for the remaining two weeks) and the invoicing continues, a month in advance, from there.
- Leo
As I said, I was advised several times that I will not be charged unti the day when the service started, and definately not from the date of agrement. On 25th November 2019 I agreed to you terms and made initial payment of $184.94 ($99.95 for modem, $10.00 delivery fee, $74.99 for the first month in advance). On 2nd December 2019 INTERNET service was provided and I start to use it. On 24th December you charged me $74.99 again, after 21 days of using your service. Next payment from my side should occure on 24th January 2020 considering that you send me the invoice. According to all that you said please inform me when I can expect that credit.
We can absolutely chase this up for you, Milan. Is there a suitable time/day that the team can give you a call to sort this out?
- Leo
Whenever it is ok for them. I gave you all the details.
Cheers Milan,
As it late in the day, we'll ask for a call to take place tomorrow, Saturday, mid morning, your time so you can be assisted.
- Leo
I just received your "explanation" e-mail. It makes no sense, as ussualy. Again I spent my time for nothing. This will go public so peple know what you realy are.
Hi Milan, We're happy to hear that you were e-mailed, as you requested this morning when our team make contact. We're always happy to escalate this for you, as per our Complaint Handling Policy (https://iihelp.iinet.net.au/Complaint_Handling_Policy) so that a manager can give you a call. Is there a time that is suitable for you?
- Leo
As I said: you provided the service on 02.12. and you are charging me for the period from 24.11. to 24.12. You are charging me while I was waiting for modem and you still did not provide the service. There is absolutely nothing else that needs to be discussed. I realy do not have anything else to say.
Hi Milan,
We've asked that a manager make contact with you in the next day (as the Billing team have finished for the day) in order to clarify this with you as per our Complaint Handling Policy.
- Leo
I have a NBN 50 plan for more than 12 months and I certainly have never had anywhere near your average speed you advertise during peak period.The most I have had is 34mbs/17 and that is at 1.30 am. I am 300 metres from the node and I certainly expected better seeing the area is only 7 years old with new copper. John Woodvale WA
Hi Jan,
We'd love to investigate this, as we do have options to resolve this.
Please get in touch with us directly, with your details, to iiOnline@iinet.net.au and we'll have our team step in to lend a hand.
- Leo
Still waiting for a follow up to my second request. Using google maps I am 150 metres straight up my street and 150 metres to the left to the node. According to IInet I am at lest 800 metres from the node. Or If I go the the longest way by going out of the estate and to the node its still no more than 500metres. The speed tonight is down to 31kb and netflix is saying I don't have enough grunt to stop it buffering.
Hi Jan H,
Would you mind sending through your reply to our e-mail to you, to iiOnline@iinet.net.au and we'll take care of it for you.
- Leo
Ref 341302668
Cheers Jan! We've sent through a reply.
- Leo
We paid for a service that is not fully delivered, iiNet told us it will take 5 to 6 business days to connect to NBN as our address is NBN ready . For the last 12 months we received a lot of letters and phone calls from different ISP to tell us that NBN is ready and we must connect to NBN because our Telephone line will be disconnected soon. We finally select iiNet 50 with phone and fletch TV with Nexflix YouTube . We wait not 5 to 6 business days but 5 to 6 weeks to have our telephone line disconnected by IiNet. If I call my number I get the message “ number is not valid please check the number “ we have this number for 30 years. Also we cannot make call . Now it’s 8 days that we don’t have telephone line anymore . The main reason that we move to nbn was to keep your telephone line . We called several times iiNet support, terrible experience. Tech support agent doesn’t know what it’s happening, they just tell us to wait 24 hours but 8 days later if I call the support the reply is the same wait 24 hour your phone line is in Process. They don’t log any tickets about the incident and you need to repeat yourself every time you are calling , plug the modem reset it plug your telephone to the modem . Oh sorry I can see your service still in pending you need to wait 24 hours... Very frustrating to call this offshore technical support from iiNet. I would like cancel my service because iiNet is unable to provide the service. Also we paid $149 6 weeks ago for a service that we cannot use , I want my money back and my telephone number that we use with Telstra for the last 30 years .
I can only speak from my own personal experience and quite frankly with all the current media about NBN I’m quite happy to stick with ADSL Sorry you’ve had a bad experience, however it could have something to do with the whole NBN Rollout
Tc and I hope you encounter better experiences in the future
Hi Cris, We can absolutely help with this, as this is taking too long and we do apologise. Please get in touch with us directly, via iiOnline@iinet.net.au with your details and mentioning your question here. We can then have our team step in to lend a hand.
- Leo
Hi Giovanni, I believe you don’t have any issues yet with iiNet and never have the need to calll iiNet for technical support . iiNet have a very poor technical support employees don’t have any IT or technical skill they just answer calls and tell you to plug your modem and use a little pin to reset it ( a robot will be more efficient) they can’t see if my service is up or pending from their side , how can they provide support? Don’t need to be an Network engineer to understand if you call a telephone line and get the message “ the number you dial is not on service, please check the number and try again “ this is not an issue with my modem . Modem can be unplugged or plugged I still have the same message. The issue is iiNet who has still not delivered the service as all services are still in Pending in my toolbox after 6 weeks .
Hi Leo, Thanks for your reply. I already sent an email to iiOnline@iinet.net.au and support@iinet.com.au no reply the only reply is this automatic reply that someone will reply to my case in 24 hours, also I called support your tech support they can’t see the case number logged or can ‘t see any call history from my previous calls. Only one tech support agent gave me a case number after 10 phone calls ref: 337432470 ( modem has been reset need to wait as service still in pending) Also have this reference number: 337663810 still waiting for a reply
How long it take to activate a telephone line , an email account with iiNet access to webmail, receive a code to access fletch and Netflix which is all part of my package. I believe I should have my telephone line activated with a temporary number till my number is ported so I don’t stay without phone line . I contacted Telstra who informed me that our Telstra phone line has been disconnected by iiNet on the 15 /07/ 2019 and it should be activated by iiNet by now . Telstra has provided me more information regarding the process of the activation my IiNet services than iiNet support .
Thanks for the extra information, Cris! We picked this up yesterday, after seeing e-mail contact and that we can assure you that staff have been trying to get in touch to lend a hand. We've asked that these contact attempts continue as we are keen to see this resolved.
- Leo
Yes Thursday I sent an email but I still not have received reply yet, today is Saturday. ( 48 hours) I also call on the 30 June and the 12 July called again on the 15 july and called again last night but still waiting for someone to fix this issue. Every time your support ask me the same question and tell me to reset my modem and wait 24 to 48 hours to activate the services . Maybe your support try to call us back on the home line that doesn’t work? But I did not received any call or miss call on my mobile phone from iiNet , is me or my partner Stephane that are calling again for support because no one call us back or reply via email to help us. My mobile phone is on my iiNet account . We are wasting your time to call support but iiNet should reply to our email, they don’t.
Cris, we as users in most cases don't have a clue fixing computer problems. (We are not geeks). I had an experience similar to you with my modem which I did not know was the problem. (telling a techie the computer is not working is not helpful). I did my own investigation by checking all wires to and from the modem, all seemed OK. Then the It occurred to me, reset the modem. WOW everything is working. You could have Googled "my computer is not working". The reply would be "give more information". You may have to rephrase the question several times to get your correct answer. Please don't expect iinet to send a Techie to put a pin in a hole to reset your modem. It gives great satisfaction if find your answer and DYS before thinking of phoning your ISP.
Regards John D
Hi John, I did reset the modem provided by iinet maybe 10 times now , check the connections 10 times. Called iinet support 15 times and we reset the modem again and again and check how the modem is connected , The phone 1 line is green on the modem . but iinet support doesn't log any support ticket so I need to repeat and repeat myseft every time i called it's very very frustrating . I called all weekend passed 6 hours on the phones with iinet support and so far I been told to reset my modem after 51 minutes on the phone they just simply ring up on you or tell you I will call you back , they also did reset it remotely . but stilll not working . I can't receive call . This morning someone was suppose to call me back from iinet , she told me I will come back at 9 am on Monday morning . I told her I called several time and all agents told me that they will call me back tomorrow but they never do , I still waiting for a call so this afternoon I call again IInet stay on the phone 2 hours to do the same reset the modem and check how the modem is connected . ( Hopeless support , this can be easy replaced by robots) Also Contacted iinet support via email several time . I only get an autoreply like below that someone will reply to my isssue in one business day , they never reply one week later . I believe Craig Levy doesn't care about his customer .
Hello,
Thanks for your email! We aim to respond to emails within one business day.
In the meantime, here's a reference number: 337740xx
If your issue cant wait, please call our Support Team on 13 22 58 or our Sales Team on 13 19 17 and well be happy to help.
Kind regards
Craig Levy Chief Operating Officer
Update after over 15 phone calls and 16 hours on the phone with iinet support and several of email . I end up to talk to iinet support manager who informed me that I need an activation code to activated my phone line but it will take up to 24 to 48 hours to receive this activation code . So I waste 16 hours to call muppets who don't have any training or tools to follow the status of the costumer order. Not sure how this people can do support , if they don't know if the service is activate or not . This toolsbox show the services activated but is not , hopeless .
So now I need to wait another 48 hours when the 12 July I been told the same , wait 48 hours and I will call you back to let you know your service is activated
The NBN 12 plan at $39.99 with iinet what is the data allowance it says capped/fixed and it also says packages available bundle and standalone, could you please provide more information on this plan as there is not much info here also this plan is not on iinet website, lowest plan on iinet website is $59.99 a month 500GB, I would be interested with this NBN plan as I am a iinet customer, can this plan be used with FTTN
Hi Neddy, Thanks for the query. Our NBN12 Plan for $39.99 would be our Seniors plan through our Westnet plans: external link This plan is typically for those who aren't looking to use a lot of data and are more focused on using the connection to maintain the landline connection. It offers 50GB over an NBN12 plan boasting a 10.3Mbps typical evening speed. It also provides an included Netphone service that offers free local and national calls. This is absolutely a plan that we can arrange and it's most certainly available to FTTN services.
The only 2 qualifiers for this plan is to firstly have NBN available and hold a seniors card. If you'd like for us to arrange a call from our friendly sales team please feel more than welcome to shoot us some details to iiOnline@iinet.net.au and we'll have someone in touch at a time suited to you. Cheers
- Joshy
Don’t do this Neddy they are a nightmare, been dodging me for 1 month now, still no internet whatsoever
That is unbelievable, I wouldn't think that they would do that, have you rung them to give them the hurry up
Don’t do it! We have have been daily chasing them, phone, email and web complaints for a month, no hardware received, even picked up modem from IINet in Perth as a loan till hardware comes, still didn’t work, i have a case lodged with The Ombudsman now, but they get 3 weeks to respond and they wait till the last moment, also keep taking money from account for service you haven’t even got. Stay away!
Neddy This company was great, I was with them 9 years but TPG bought them over in 2017, no customer service now it’s all about profits, wait times on the phone have been an hour on several occasions and then they can’t help anyway, look at Aussie broadband or someone, check all company reviews, good luck. June
I've been with them for 11 years ( started with AAPT) and I have read the reviews and iiNet comes out trumps against the others especially for the plan I'm chasing, some of the ISP have plans starting from $69.99 a month nothing lower, I don't want a unlimited data a month plan it's a waste of money , TPG has some lower and the speed is also lower, I currently get speeds between 5 Mbps to 12 Mbps depending on the time of day, the $39.99 plan has a speed of up to 10.3 Mbps and I haven't had a problem with customer service everytime I have spoken to them.
Click on filters above 3500 reviews give them 1* I wish you luck but look at Aussie broadband they are very popular now June
I put my address in the NBN availability section 4 times on Aussie Broadband to see if NBN is available and it didn't show me if NBN is available at my address, I also clicked on build own plan and it wanted me to fill in my details for someone to chat to me to see if NBN is available, I clicked on the modem button and it replied with error on page
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