Lots of drops out
lots of drops out, very slow internet, NO Refund or No contract canceling without penalty despite pathetic service. the technician visited 3 times, a lot of time-wasting. AVOID iinet. Avoid at all cost.
An Excellent Service
We have been a member of iinet ever since they bought out ozemail . Our adsl and now nbn connections have never given us a problem ..not even an outage and our speed has been always in the speed area of our membership. As for service we have had to contact the service center a couple times in many years and the knowledge, results, service relationship and help has been outstanding and always in a very friendly manner.
Terrible technical service
6 weeks to have internet and 12 more days to have our phone line activated.
Installation to nbn canceled and re-scheduled without notification.
We called several times iiNet support it was just a waste of time, wait 45 minutes every time to get someone to tell you plug your modem and just ring up or they tell you I call you back but they never call you back or give you a reference number , you must repeat yourself every time because they don’t log any incident. 18 hours on the phone with iiNet support, a joke .
We sent several emails but never received any reply. Very bad experience.
iinet tech support guys should be able to see from their end that the service is not activated no point to plug the modem or reset it and do all that troubleshooting if internet service still in pending.
Calls have always been replied to within time stated and problems are resolved helpfully and politely.
So far the service has not let me down. It the problem cannot be solved at the time, a call back is
always at the time stated.
Incompetent transfer from ADSL to NBN
Last month I requested to move from iinet ADSL2+ to NBN 50
I did not want to be in contract and wanted to bring my own modem so selected this option with iinet.
Was given the date as 3/7/19 we would be transferred to NBN.
Disconnected my ADSL modem before going to work and installed my NBN modem and set it up as per the instructions on their website when I got home from work. Got line sync up on the modem but could not get an IP address.
After 30 minutes trying I rang the iinet help desk and they told me I needed to enter my new NBN modem password which is only required if you BYO your modem.
I had not been given this new password so they emailed it to me and thankfully I could still get to my email via my phone, being that I selected to BYO modem this would of been useful to of been told initially as part of selecting BYO modem, but was not told until I rang their help desk after not being able to get it to work.
On the evening of the 6/7/19 I received an SMS to tell me I had been transferred to NBN and that is when the problems really started.
All my families email addresses stopped working.
I tried to ring the help desk but was told there was a 20 minute wait so I emailed their support and received a ticket number which promised a response within 24 hours.
After waiting 48 hours and receiving no response I called their helpdesk again, spent 30 to 40 minutes with them on the phone to be told my families email addresses had been suspended during the transfer and they needed to email another department to get it fixed which would take 24 hours and I would be called back or emailed to be told when they were fixed
Waited 8 days and they still weren't fixed and I had received no emails or calls.
Called back the helpdesk and was told yes iinet is aware of an issue that causes secondary email addresses to be suspended when transferring from ADSL to NBN and are working to stop it to happen to other people.
In trying to fix the issue they changed my email password and toolbox login and then accidentally hung up on me, so I could no longer check my email or log into the toolbox.
I waited 5 minutes and rather than them calling me back got an SMS with a case number so I could call them back.
I called them back but was given a new person to speak to and had to explain this all again.
They fixed my email login but not my toolbox login as they said they couldn't and they would need to email another section of iinet to fix it and wasalso promised my families email addresses would be fixed within 48 hours and they would contact me once fixed.
After 2 days my families email addresses did start working again but I had not been contacted and my toolbox login was still broken.
We are now 19 days after transferring to NBN and iinet still hasn't got everything sorted, dreading ringing them again to sort out my toolbox login.
I'm thinking it might be easier just to go to another ISP. Have been with iinet for over 12 years and they have gone from having the best customer service to some of the worst.
Helpdesk is no longer based in Australia either.
Avoid iinet they appear to no longer have a competent support setup for their customers.
I will give iinet one positive, despite not being able to help me their helpdesk people were atleast polite.
Reliable and good Tech Support
We have had iiNet NBN since 2016 and it has been very reliable, and every time I have needed tech Support vthey have been very good at helping me address the issue. The keep your place Tech Support Call back Service works (and they actually do call you back).
The online Tool Box is very useful and I have set up additional email addresses and change Plans quite easily; the Tool Box is also good for keeping track of the Invoices.
All around a good service, and I wouldn't think about changing companies, as I have had no issues that couldn't be fixed over the phone.
Terrible customer service and system processes
I have been a customer of iiNET for two years and the customer service has reached new lows with our recent moving of apartment.
Just some of the issues:
- They made an incorrect assumption there was a NBN device in the apartment we were moving into thus causing a series of delays, a series of extremely long calls to their call centre and bizarre processes to be able to confirm there was no NBN box on site. (Note to iiNET: a simple checklist here with your customer on account setup would avoid this issue - as your system, staff and processes are not in any way equipped to deal with this issue. There has obviously been no investment in customer experience or customer journey mapping. This is just basic professionalism.)
- Issued a username for my new account which was not compatible with their password reset system, and thus requiring me to waste more time with their customer service who provided an insecure solution
- Promised issues would be looked into and would be called back, but did not.
- Told me on three separate calls my previous account which I was migrating from had been cancelled, although they could not give me written confirmation for some unknown reason. But surprise, several weeks after the move I have just received an invoice for the old apartment, of which I was promised the service was cancelled. I emailed them about this and now they are saying I have to call their customer service line, again, to give 'verbal' authorisation, of which I have already done on three separate calls already. I honestly cannot fathom how they can be this incompetent.
There are actually several other examples of issues in regards to just this move of address and service, but I am sure one gets the idea.
It is very clear from reading other reviews here and my own personal experience that there is something fundamentally wrong with this business. The amount of stress and valuable hours of customers time wasted by this company must be staggering because they can't be bothered to treat their customers with respect and show some professional courtesy. I would at the very least expect they could run their business using basic professional practices.
My next steps are to cancel this awful service as soon as I can and move to a professional service provider which does not treat customers with such contempt. I will ensure I will not ever again use their service, the service of their parent company and certainly never recommend them to anyone.
I have been an iiNET customer for many years and am extremely pleased with my internet and phone
While my connection has, overall, been excellent, there was a time, not long ago, when I experienced dropouts. The staff at iiNET and the technicians were wonderful. While it took a little time to find out what the issue was (a broken connection a few streets away) I have had no recurring issues. I was offered a refund for the days that I was unable to use the internet or telephone. I will continue to remain with iiNET and have referred them to friends and work colleagues.
No better than ADSL
I have not noticed any improvement of my Internet connection since NBN was installed. I doubt that I have been receiving the 50mps I pay for though I do not blame my provider iinet for this. The lack of improvement seems entirely due to a failure of NBN Co to install fibre for the whole system.
Line speeds in my area are not capable of much higher speeds
Service would be stable 99% of the time, Only on a few occasions in the last 2 years the service has dropped out. Otherwise very reliable, and the speeds match the plan
The company were good staff were very helpful . But our internet was very bad glitching and no one could play PlayStation without it lagging. Rang numerous times asked if it wAs the modem or our line. They said every time no no just go on computer log in here do this... how's that..
No same problem every time couldn't watCH Netflix or youtube without rebooting.even if they were hard wired not on wifi. Asked again could they send out new modem no... just go on line go here do this... No please a new modem... no just go on line... so had an electrician out for solar and he checked and what do you know the wifi coming out standing next to the modem was so poor... spent really good money on a wait for it a modem and wow play station good, Netflix good, youtube good... changed internet provider next day and WOW WOW fast download fast streaming WOW WOW... iiNet is a good company but slightly frustrating cos they wouldn't listen. There internet just wasn't all that great for my area. If I had to I would go with them again... just found the right internet provider for me. It just wasn't iiNet.
I have been waiting for 2 Months for a refund, first iiNet were having an issue cancelling my service which took over a Month then I waited another Month to get a refund, my case manager [Name Removed] keeps giving me the run around saying it takes 20days for them to issue refunds and now after 20 days I am told my refund will be issued in 2 days, this was last week and today I am told there is an issue refunding me.
In August It will be 3 Months, no one has the decency to call me and instead send me a generic I am sorry email.
How does a company hold money from a customer that they could not provide a service to??? Why does it take 3 months to refund a customer???
Every time I am promised a call back it never happens, something has got to change with these companies.
The TIO has a wait time for escalating these situations of 12 weeks so you are just left out of pocket feeling frustrated and helpless.
Don’t even bother calling customer service as they are overseas and just as useless as there case managers
Reliable service and courteous assistance
Since installation my service has been extremely reliable. On the odd occasion of a drop out, service has been quick to resume with minimal inconvenience. On any occasion I have had cause to seek assistance with telephone connection or email problems, I have been treated with courtesy and the issues have been promptly resolved. I would have no problem with recommending the services of iiNET.
OK service, but there are better alternate
Have been using iiNet for years, and were quite happy with the service. Their ADSL uses Telstra provider while offering at a lower price than Telstra
However I recently updated to iiNet NBN and it has been disappointing. The speed is not better than our previous ADSL, and the new modem is nowhere as good as the old one. Our place is 70m2 and the signal is struggling to get to the furthest room, we never got that problem with the old one.
It should also be noted that iiNet now uses TPG provider, not Telstra like they did with ADSL, and is more expensive. Installation and onsite support are handled by TPG technicians not iiNet’s
I am very happy with this service. I haven't had any problems of note. When I have needed help it has been very good. Staff are easy to understand. ( no strong foreign accent) and patient.
great customer service
we have been with iinet more years than i care to remember. i like to deal with things in person and am able to do that with iinet,they are local.Their service is always prompt and pleasant.i've just had a problem largely of my own doing but they have reimbursed me financially because of my long association with them.you don't get much of that anymore.i highly recommend iinet.
nbn is a year away, iinet provides contraditory information
At the end of June iinet advised me by email that nbn is now available at my address and enclosed a list of available plans. This was followd by and sms. Their call centre however advised that nbn at my address will be available...in June 2020!!. They even suggested that the information sent to me was from fake, not from iinet. Pathetic. I emailed an enquiry, but the only response was a leaflet sent by post - the same that was previously delivered to me via email, confirming the availability of nbn NOW. Called call centre again - no, nbn is going to reach me in June 2020. Does iinet 'left hand' knows what the 'right hand' is doing?
Easy to deal with
Bought a new phone and needed a new sim card to suit. I had no trouble in arranging it and updated my account while I was talking to the agent.
Good customer service, I wish NBN would arrive.
I have a "naked DSL" kind of connection. My connection is a bit unreliable, but this is not the fault of iiNet. It is a result of the fact that I am a bit far from the Telstra exchange and I believe that the modem in the exchange is a bit unreliable. Sometimes when connection speed is very low I have to switch off my modem and wait, not just a minute, but a full 10 minutes. It has been explained to me that this is necessary in order that the modem at the exchange is reset. So there's not much I can do except wait for NBN.
Anyway, as in the title, iiNet's customer service is very good.
I have been with iiNet for 5 years. They were able to offer me service when I moved into a home with FTTH and my previous provider couldn’t. Of course there have been minor problems over this time but their customer service is first class and I am more than happy with iinet
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