iiNet Ultra Broadband

I’ve had a couple of dropouts but within five minutes someone on the iiNet tech support team fixed the problem. IiNet provides outstanding customer service that is still excellent as after ten+ years of faithful, professional service to me. I’m really impressed with the service, but mostly with the quality of staff at the ready to help me with an attitude of politeness, patience and professionalism. Means a lot to me! Thank you iiNet. Keep up the good work. People over profit, produces outstanding company performance.

Asked to check my service, was having trouble with a VPN connection (work).
Everything great, impressed when iiNet rep made contact via mobile when line dropped due to re-boot of modem.

I changed today from iiNet NBN FTTB1.5(Boost) to iiNet Ultra Broadband. The initial contact to change was completed easily by phone, the modem/router was delivered quickly and the installation was completed in about 30 minutes this morning as scheduled.The speed increase from about 23 mbps to 93 mbps is awesome and the system seems to be working perfectly. All this and a reduced monthly cost. After over 30 years of good service from Ozemail and iiNet, its nice to see some good things don't change!

I upgraded to VDSL2+ from my ADSL2+ service that I had for many years. While the new service is fast and reliable the process for upgrading the service was shambolic. The old service apparently needed to be maintained until my old Telstra number was ported over to iinet's netphone service, which was supposed to take 2 business days, at which time the old service would be turned off. So I waited for this to occur. About a week later I received an account charging me for the new service and the old service including for the following month. During and earlier conversation with an iinet employee I had been assured that this would not happen. But it did. I then contacted iinet to see what was happening with the phone porting only to be told that it had be "stuck" in the system but that it was now progressing and would be done in the next 3-4 hours. Sure enough the number was ported in 2 hours and I was provided email instructions on how to connect my regular phone to operate as a voip netphone.

Then the drama of getting the bill amended to the correct amount began. I spoke to at least 6 people most of whom where polite but quite obtuse when it came to understanding the simple matter of removing charges for a future period for the ADSL service, which was now disabled, and providing a credit for the period from when the VDSL service was turned on and the end of the current billing period for the ADSL service, which had been paid in advance. Despite the phone now being ported and the ADSL service being switched off they maintained they couldn't give me a credit because there was still some internal action required between iinet ,Telstra and NBN and the credit would happen after that. Meanwhile I was asked to take that on trust and pay the inflated bill while waiting for all this to happen. After much argument and insistence by me that the credit be applied now to correct the account I finally got my way. Given that I am a long term customer of iinet (15+ years) and the seemingly simple upgrade process had not gone smoothly, as it should have, I felt that iinet did not deal with me in an appropriate manner. I also think that internal machinations between ISP, telco and broadband providers should not impact on the customer. The process should be simple and smooth and the bill should reflect a clear changeover from one service to another. This did not happen with iinet and it was like pulling teeth to get them to credit my account to amend it to the correct amount.

I have had some problems with my internet usually due to weather or problems in the Hills area. I have managed to easily contact iinet and get the support I needed. I can understand the customer service officers which is a real bonus. The officers have always been helpful and sometimes more than helpful!

Our iiNet Ultra Broadband connection is very reliable. We are on a 2 year unlimited data contract costing $39.99 for the first 12 months and then $79.99 thereafter. This is excellent value especially as we get around 60 Mbps download and about 19 Mbps upload. The Toolbox is very useful and all of our accounts have been accurate. The iiNet support and sales staff have been very helpful when we converted from a legacy plan.

Customer Service was fantastic, but then that's why I've been with them for 13 years. Called back when they said they would, explained everything I needed to know about upgrading to a new service. Painless process to upgrade and move my phone number across.

Connection is extremely stable, in the 8 yrs using this service I could count the number of dropouts on one hand. Always professional, courteous and respectful, couldn't recommend high enough.

Have experienced constant drops in the line. Complaints have been handled very professionally. The issue was resolved however 24hrs later the issue still remains. In any case I am still comfortable with this service provider.

I am not a heavy user and am on one of the cheaper plans. This has not been reflected at all in the excellent service provided. Only remember 2 drop outs in 20 odd years and both were not directly IINET issues.

My first contact said they were busy but if I left my number they would call me back. True to their word I was called back within a reasonable time.

I am very pleased with Iinet service and connection.
I have had no trouble with the connection and the delivery and the service from the company has been excellent and quick.

One major problem. Time it took for fixing of fault "on the pole" outside, several days with intermittent outs.
Contacted supports 3/4 times over what turned out to be minor problems, responders knew what they were doing even if it sometimes took a while to get to them, the call back system reduced the angst!
Overall after 20 months well worth the money.

Can count on one hand the times I have had to call tech support in over 12 years. So very reliable and tech support is quick and dependable and friendly also.

I have had very very few issues over the 9 years I have been with iinet and all issues have been swiftly and satisfactorily dealt with. Happy to continue being an iinet customer

My connection is 100 % satisfied. I had no issues with this service that's way I'm many years with this service.
My experience how is dealt, it was good in times when I have call on my home line overseas, when I look for work all that is important and needed the most.

Iinet is a very approachable company. On the very rare occasion of a problem, it has been rectified in a very short time. I would recommend iinet to anyone who is looking for a telco who has representatives who are willing to help

Any connection dropouts I have had, have not been due to iinet, but they have been really great in trying to sort out the problems and get me back online as soon as possible.

I have used iiNet for five + years and have found them very good from the start with the installation thru to ongoing service and value for money. The speed of the line is 90 + Mbps/sec. Highly recommended.

The change was made seamlessly with the NBN technician. Fast efficient and reliable internet service. Not had any issues with the iinet service. Phone line operates better now than the Telstra installed landline.