- Verified customer
Internet service is fast, and so far, reliable, but....
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. Du...ring 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.
Great Customer Service
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!
Great value plan with unlimited data, good speed and excellent reliability
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.
Faultless Customer Service
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.
Rarely have an issue and on the odd occasion that we do IINET are onto it promptly.
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.
It works! 4and a half stars really!
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't live with out it.
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.
- Verified customer
NBN = SCHMEN.B.N
Have had our cable connection for near on 8 years now, have been able to count the issues we have had on one hand! And when there is an issue, the customer service received is impeccable!
So happy we never have to change to the Nbn network, and we never will!
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