iiNet Ultra Broadband

Good experience in Canberra – Quick and easy setup and customer service met expectations after some modem issues. Moved to Canberra a couple of years ago and iiNet seems to be the best of only a few options available here. Show details

iinet Ultra Broadband has, overall, been a good choice over many years – I've been with iinet and using their Ultra Broadband / VDSL2 (Canberra, <74Mbps) for many years. Whilst it has been typically fast (50Mbps +) and reliable, I did experience slowness and dropouts for a period. Iinet was responsive and sent technicians to diagnose the issue. Recently they decided to send a new modem (which arrived within 24… Read more

hours!) and they have reimbursed me for some of the costs. So whilst it hasn't been perfect, they have done their best to make it a good service. I'd also note that they do answer their phone promptly. Update Jan 2024 speed has continued to be good - circa 100Mbps.

Fantastic Service – Our net went down Saturday evening, called helpdesk (Perth) and got a callback in 4 minutes. As there was no issue our end they put through a service request with NBN. By Sunday a truck was going up the street checking the cable (cable net) and by that afternoon service was restored. Prompt and efficient, great customer support. Show details

this company are [Content Removed] cant return calls tell you to wait and call back Monday, when you finally lodge a ticket for help they claim they will contact you well that's nonsense stay away they are [Content Removed] here are the nonsense text messages they send and don't call Show details

I’ve been with iiNet for six extremely frustrating months. We signed up for the Ultrafast/Max Plan, but it never worked properly. The service was plagued by constant dropouts every 3–5 minutes, long periods without any internet, sometimes weeks at a time. Although it was clear there was an incompatibility with Ultrafast technology in our… Read more

building, iiNet insisted it could be fixed. Over six months, I endured seven technician visits (each requiring time off work) and countless hours on the phone, repeatedly explaining the same case to different teams. Eventually, iiNet admitted that Ultrafast was only working in newer buildings.

When I requested a refund for the days without service, iiNet went so far as to suggest I was fabricating the issue, despite their own records showing nil data usage on those days, technician visits, and multiple logged calls. They also claimed they could only provide credit for days “officially reported,” while simultaneously failing to keep records of the days I did report to their customer service team. This forced us to remain with them just to use up the limited credit offered.

Overall, iiNet has been nothing short of a nightmare. Unreliable service paired with appalling customer support.

I left iiNet and couldn't be happier! Don't sign up with them. I had been with iiNet for about 10 years. Service has gone completely down hill. Huge issues since December 24 - Aug 25 when I finally switched providers who solved the issues straight away. Long hold times, they closed unresolved tickets without checking if they'd be resolved and kept beeing kicked around from one area to another with some calls taking an hour. Show details

They signed me up for a product that never worked, were very quick to take the money out of my account on the 22nd of July, I am now still arguing with them to get my money back. Tried to talk to a manager and got told theres no direct line to a manager. Terrible company would not recommend them to anyone. Show details

I was an iiNet customer for many years, but when I tried to disconnect my VDSL service and rejoin on the higher speed promo plan, which iiNet assured me I could do several times before doing so, iiNet instead removed my address from their VDSL availability database and have made numerous excuses as to why they cannot reconnect me to the VDSL… Read more

network at all.

Yet I am still connected to the VDSL network and using the newer g.Fast VDSL with Infinite Networks, who are Australia based and infinitely better to deal with than iiNet. Even the old iiNet VDSL modem is still working.

The most frustrating part is that for me to be connected to my current VDSL provider, another iiNet company called Vision Networks actually has to provision the VDSL to my address, yes the very same address that their sister company iiNet says cannot be done.

So be aware that iiNet can and will try and force VDSL customers on to crappy NBN if you dare try to move to a faster discounted plan. And then iiNet will also make up demonstrably false excuses for the Telecommunications Industry Ombudsman who are not effective in resolving the issue due to iiNet's ongoing stories.

Even though the fact remains that iiNet can connect me back to VDSL because their own company, Vision Networks, has since done so without any problems whatsoever.

iiNet also confirms in writing that they are exiting the VDSL business in Canberra as they roll out NBN upgrades, which is probably quite concerning to many of their VDSL customers, and also quite concerning given iiNet are still actively advertising VDSL promo plans in Canberra at the same time they are supposedly exiting the VDSL market. That seems wrong and unethical if true.

we signed up a couple of months ago and at the best of time, we have an intermittent internet, one minute worked, next minute didn't, very frustrating and for the rest of the time, it was completely OUT! no service. Their support people are nice people, just apologise but that's not what you need. Their billing keeps deducting your account, that's… Read more

when you know they are out of their deapth! they know i dont have a service but they keep charging. You ask yourself, are they pretending there is a service?

after 10 years of putting up with bad service and extra charges for no reason that you have to call stay on hold for 45 minutes for them to tell you its fixed ( every bill you need to do this). So have bit the bullet and going to Spin Tel will let you know how much better Show details

Was on iiNet 100/20. Received an offer from iiNet to upgrade to FTTB Max for $39.99 promotional for 6 months. Decided to give it a go, what a mistake. The switch over process is broken and you're left without internet for days. I was disconnected for 2 days whilst I had to call support to let them know I haven't been connected correctly. They then… Read more

give you a temporary password which last 3 days. You then have to call back and be in hold to get another temporary password (2hr each call, can't be provided with temporary password on weekend) and it took another 2 weeks for my user id and password to be migrated over. And if that wasn't bad enough when I received my bill I'm charged full price $89.99/month and not the promotion I received in the mail. I've called them back and now they are saying the promotion for $39.99 is for new customer and I'm only entitled to $59.99 for 3 months. Non of this was made clear when i switched. Just a disappointing experience and enough for me to look at another provider.

This company is rubbish – I would not rate this Company for even 1 star They cannot back up what they say Service is non existence We had no Internet for days Stay awY from this company We will chase compensation through legal services Watch this space for more lack of communication from iinet

Extremely Poor Service – On January 23, I called to transfer my Internode account to iinet. I set up the new account and was told I'd receive emails with the account info etc. I received no emails, only a text message confirming my payment. It included my username and a link to the Toolbox. I tried to log in but had no password so I filled in my details after clicking the… Read more

forgot password link and the screen said an email was sent to the address listed in my account. No email arrived so I called and was told there was no account that matched my details. After a day of calling it was suggested that I set up a new account and when they found the original account, they'd close it and refund the payment. I set up a new account and this time I did receive the emails and could log in to the Toolbox. I then got a phone call saying they found the original account and would be closing it and refunding the payment. That same day, a tech arrived and connected an NTU. I didn't have the details I needed to put into my modem so I called. I was told that my order had been cancelled because "we cannot provide the service to your area". This is despite the fact that I just told her a tech had connected me. I asked to speak with a supervisor and was called back some time later. I found out that instead of the original account being cancelled, they had cancelled the active account! I had to set up another account and pay for a 3rd time! Within an hour of setting up the 3rd account, I had internet so I thought everything was going to be OK. Today I lost internet connection but the NTU was connected so I called. The person I spoke with regularly went silent and we got disconnected. I reset my modem and set it up again but still no internet so I called again. This time I was told he needed to transfer me to Provisioning. I answered all the questions to verify my ID but was told my DOB didn't match! I must have spoken with iinet support over 10 times since the 23rd and this was never an issue. Now I have no internet and it will take at least a day or 2 before somebody will help me. I've been polite and patient the whole time but this is getting ridiculous. Please fix this. Also, I'm still owed a refund for the 2nd payment I made.

Terrible, costly and stressful experience – We had been loyal customers for over 25 years but the service of iinet has deteriorated terribly over the past 2 years. We tried to initiate our internet services (including phone) to be migrated to Telstra and it has been three months of delays from iinet for no good reason. They cancelled our service and after we returned the loan phone provided… Read more

by them they told us we must pay to have it reconnected (at our expense) and receive another loan phone (at our expense) to allow the migration to be successful. We have been waiting three months with no land line. I have lodged a complaint with the telecommunications ombudsman. I would never recommend westnet, iinet or tpg services (all affiliated providers) to anyone after this awful experience.

Worst customer service experienced – iinet have the worst customer service I have ever experienced. Every time you contact them, you know you will be on hold for at least an hour before you talk to anyone, without any update on where you are in the queue. After my last issue, the tech advised that I would need a new modem and he would escalate. 3 days later, I got an sms saying no… Read more

NBN issues have been identified (not even the problem) and to ring the number again if I still had an issue...so another hour of life gone. I'm done

Total crap! – Could not help me because they made an error in setting up account… got my date of birth wrong!!! So couldn’t verify my identity through their stupidity.. best to stay away from iiNet, literally gave me a nose bleed! 7 days with them, can’t entertain stupidity! Show details

Big mistake dropping email service – I have been with iiNet since they first started. The standard of service has definitely gone down hill since then. The biggest mistake they made was to get rid of the email service that came with your monthly subscription. Now that it’s moved over to the Messaging Company is a joke. Why should you pay an extra fee now for something that used to be… Read more

free. I went to login to retrieve important work related emails and the Messaging Company wants the monthly fee and $10 late fee just so you can get into your emails. Does iiNet and the Messaging Company realise that these emails belong to the owner of the email account and can’t actually stop you from at least accessing these emails. Go back to the way it was iiNet as you will be loosing a lot of long term customers.

Terrible service all around – My history with iinet is long a sordid. Actually changed to a different ISP years ago because the service I was getting from iinet was terrible and their so called technical support assumed the problem was all on my end. So signed up with the new ISP low and behold received far better service in every way. Then this ISP decided to sell… Read more

themselves to iinet. Surely a coincidence that not long after our connection began to suffer random dropouts yet again. Didn't even bother contacting their support considering the last interaction I had. Changed providers and again am receiving near perfect service. Bottom line, try someone else before you resort to this provider.

Worst internet and phone service provider – I would rate iiNet as one of the worst internet providers in Australia. Despite being with them for 25 years, they never help us when we need it. We had an internet outage scheduled for one day, but it's now been three days without internet or phone service. The worst part is that their technician didn’t even know about the outage. Thank you for showing your true colors. We are switching to another provider from now on Show details

An update on iiNet struggles – Just thought I’d provide an update to my previous reviews. I finally got an upgraded modem that I then had to argue about not paying for it, another flurry of emails, time and stress. The service is better but it doesn’t come close to Ultra high speed. It still lags, buffers and drops out. I honestly think the cable that piggy banks off the power… Read more

lines is old and not up to spec..I use Starlink at work and it’s better, I now see I can get upgraded NBN and Telstra FTTH. That will be the next step.

Honestly. Do not bother! – Where do I start. My experience so far been incredibly bad. The technician that attended to install the wiring left a mess and did not clean up after themselves (he was also late). I would not be surprised if the problems I am currently experiencing is attributable to poor workmanship on his part. It's been two weeks and they are still having… Read more

trouble connecting my house to the network and dealing with their tech support has been frustrating. It seems as though the tech support call centre does not have the facilties to attend to basic enquiries about network connectivity and insists that their "provisioning team" is only capable of sorting out these issues. A team which only work business hours (keep in mind, we all need to work). Nothing short of horrible!

disaster to deal with – terrible customer service- rang and organised disconnection due to moving house, seemed to be fine only to have them disconnect me a week early, while I was working from home. I rang to sort this out immediately as I require home internet. Only to be told I had to pay fees to be reconnected!!!!!! This is their fault, I have email confirmation of… Read more

disconnection date. Will never use them again and advise everyone to find another provider- extemely disappointed.

Not Happy – I called them last week, asking about their plans and what would be cost effective. They told me about the Ultra Cable and was confident it would work in my area. Purchased the plan on Monday, eager to receive my service as promised. It's now Friday and I haven't received any updates, so I call them. They informed me of the sight inspection and… Read more

apparently, my location didn't meet the requirements for the service -- I then told them what the sales team told me, to which she responded "their job is to get you to sign up, then the processing department does the check." That annoyed me.. I was then offered to try for their NBN plans, but with the phone calls I just dealt with, I don't want to speak to them for a while.. Not until I get my refund for the withdrawn service.

Horrible service useless – omg words can not describe how bad iinet service support is firstly its all overseer's operators in manilla who speak unbelievable bad English have no clue what there talking about not to mention how bad there internet actually is i highly recommend not going with iinet and find any other service than them. Show details