Internode Internet

I've been an Internode customer since the 1990s when they first brought dial-up to the bush, then we moved to Melbourne and stayed with them. They've done downhill from a local Adelaide-based service to a non-service. Our NBN regularly drops out (which may be NBN, not Internode's fault) but you go to internode's "check for outages" page and… Read more

there's a box to type your address, which is like a screenshot - it doesn't work, basically, and their outages page is not configured for phone screens (hello? Internode? when I need to check for outages I can't do it on a browser on my computer, can I). So I have to phone and get someone in the Philippines, who is always very nice, but is generally none the wiser. I know Internode stopped taking new customers for home internet some time ago, and it seems they've stopped looking after the customers they have, too. When I go to a new ISP it won't be their parents, iinet or TPG, for starters.

Most nights between 8pm and 11pm I can't stream, connections drop out intermittently. I can *see* the tower. I have full bars. Behind my house is a nature reserve and a hill -- unlikely to be lots of customers on my antenna segment. It's pretty clear that their backhaul is under provisioned and despite whinging about it, nothing ever gets done. Absolute rubbish. I'm moving providers. Show details

I joined Internode back in the early 2000s. They stood out largely because of their reliable connection and, if you had problems, their brilliant customer support. Today I disconnected because of the continued pathetic decline in connection quality, and even worse customer support, which moved from Adelaide to the Philippines, where no one is… Read more

empowered to help you. What a disgrace this company has become. DO NOT JOIN. I joined Superloop today — already double the ultrafast speed, and the onboarding process was so simple. No doubt Internode will try to keep charging me for a disconnected service, as they don’t seem to know what they’re doing anymore.

@Simon Hackett, maybe time for a new ISP Startup focussing on Customer support again?

Internode provided many years of reliable internet service, which I was grateful for. However, over time their offering became dated compared with other providers. I have since moved to Leaptel, who offer significantly more for the same price, and… Read more

so far I’ve been extremely impressed with their level of service and included features.

Since notifying Internode of my cancellation on 2 January, their customer service has unfortunately dropped to an all-time low. I’ve had to make several phone calls to query why payments continued to be taken from my account, with only vague assurances about when the money would be returned.

My advice: if you leave Internode, make sure you remove your payment details from your account, as charges may continue after cancellation.

Just like many others have said, Internode used to be fantastic. But that was back when they were actually Internode. Even had a technician jump through the hoops years ago to get my room on an army base hooked up. Their customer service was ALWAYS 10/10. But since being bought out a while ago they've been going downhill. I stuck with them… Read more

because they'd been reliable, and then the 100Mbps plan was upgraded to 500Mbps last year so I stayed with them a while more. But having just recently forked out the cash to get an upgraded modem from them, I'm done with Internode. The plans aren't comparable in cost to anything else, and the modem is horrible (very restricted settings, multiple drop outs/lag spikes on wi-fi and ethernet connections), customer service was bad and the whole thing just feels like some 3rd world, soulless provider.

Moved on to Superloop. RIP Internode :,(

this is a terrible company. For months overseas we have tried to make contact. We used this company for years - have had issues many times before but this is the end. My credit card expired this month, and I have tried to contact them to put in a new card. Somehow my password does not work. I have been unable to get a new one as it does not… Read more

connect to my phone. There is no way to get in touch with anyone in this company except through there useless AI telephone service which will not recognize my account number even though it is on our last month invoice. They have stopped any email services years ago. Do not use this company if you plan to be overseas during a billing period or if you need to speak with someone, Useless company. We are back home in a week after three months of travel and will happily get a different service.

Internode use too be the best but since Internode was bought out by TPG it has gone from bad to worse. Internet speeds have dramatically dropped. The recent speed upgrade for NBN speed that the Government issued was not implemented too my plan as it should have. The management console is guttered and hardly anything works. But the worse part of it… Read more

is when I wanted to close my account/connection the messing about to get it done has been epic and mega frustrating. It has taken weeks of harassing them constantly. No confirmation emails. The head office has been closed. I am still waiting on refund on my advance payments. Stay away from Internode! Total nightmare.

Internode used to be fantastic. However, today the internet stops working despite the monthly bill having been paid three weeks. No invoices have been sent for 10 months and I automatically pay. However, they cannot find my account using the Client Number, phone number, address or reference number for the payment. Internode used to be Adelaide… Read more

based which is why I used them. New owners, lost accounts and no way to fix it. Same with a business account I had. The first customer service guy claimed Telstra was down and when I checked using a dongle Telstra is not down in the area. Am talking to a second customer service person who is very polite and seems to be trying to help. Fingers crossed!

DON'T DO IT!! Although the service itself was quite reasonable, when it comes time to cancel your Service/s is when it becomes an absolute nightmare! We had 2 services with internode, one was cancelled due to moving house, only to be found out 6 months later when the other one was to be cancelled due to selling a business, they had continued to… Read more

charge us for the residential Service. They have record of the cancellation request, and we were assured at the time it was all taken care of, although they still continued to debit our bank account for both services. Many phone calls and a complaint to the telecommunications ombudsman later, a partial refund was received. They have still kept $100 for the porting of 2 business phone numbers which was NOT AUTHORISED by us. They agree we should not have been charged for this, and although the credit/refund has apparently been approved 3 times now (and I am told this every time I call). We still have not received this refund, nor the promised emails or callbacks.

Through all the phone calls made, I would estimate approximately 8 hours on the phone to internode.

Today another complaint has been sent to the telecommunications ombudsman.

Save your blood pressure and your sheer frustration of dealing with such incompetence and choose another provider.

From a very unhappy internode Customer.

We have been with Internode for 20 years and they now require DOB verification on the account. There is no DOB on the account so how can we verify the DOB when there isn't one. The account identity team has 2 days to process this sham of a verification. All we want to do is close the account because the poor customer service since they moved to… Read more

TPG has left a sour taste in our mouths. Better speeds at cheaper prices are available from other providers whose customer service ratings are so much better than this sorry excuse for a company.

1 star.. should be zero stars Internode has turned into total garbage. Trying to cancel my service due to poor customer service and a decline in broad band speed and reliability. Spend ages on the phone and had the same issue as #Ryan GK in an earlier review of internode. I too had no birthday on file so could not be verified. Like this is total… Read more

garbage, they would have had all of this information to create the account and it has gone astray in a data migration or similar when they were taken over by the other ISP's. In any even, they refused to cancel my service until i wasted more time getting my details validated so they could submit the cancelation. You can quote company policy all you like, i no longer care, i just wanted to get rid of your service and i should not be the one jumping through the hoops to get rid of you... ALSO Prior to this I logged 2 support requests and both times they did not get back to me with an outcome. NOTE: second support request was to find out what happed to the first support request..

These guys are seriously just the bottom of the barrel now. Clearly after the take over the parent company no longer cares about the existing clients and probably just wants them all to leave so they can just fold the company.

Was a client of internodes for 20+ years. Sad to see them sink to this poor level of service.

I don't even know where to start with this joke of a company. I have been a customer for years but this last year they have gone downhill in a way I never thought a company could do. None of the customer service officers know what they are doing. There has been months of incompetence, broken promises and straight out idiocy. My internet kept… Read more

lagging and cutting out for months so i called them to find out what's going on. After endless phone calls with none of the workers knowing why, they finally realised that they didn't update my address even though i let them know and updated on my file. I also had to confirm my address every time i called. Another example of their incomptence is that they sent a modem to my old address even though i updated my new address on my file, and verbally told three different people who confirmed it back to me. My previous issue I reported them to the ombudsman and only then did they manage to fix the issue. I called them yesterday to sort out moving my service to my new house but for some reason they couldn't look into my file to check when my fee cycle ends. They called back but only to give me an update which was they still couldn't fix the issue. They were supposed to call me back again but surprise surprise, they didn't. I called tonight to cancel my service because I can not deal with them for a minute longer. They promised me the people in the cancellation area was open. Guess what? They were closed. Apparently they will call me tomorrow and will transfer me to them and they won't be closed. We will see. I do not hold out much hope. Anyway, please do not sign up to internode, tpg or whatever they are calling themselves these days! You will be in for a lifetime of pain if you do!

Had an issue with my account and noone would help me for over a year so i made a complaint a few weeks ago and was assigned to a case manager who did not attempt to assist me So I asked to speak with someone else and she said no then I asked 5 different times to speak with her manager to which she said no and said I I didn't like it then I can… Read more

take it up externally and closed the case without resolution. So I did I have made a complaint with the ombudsman. They took almost 200$ falsely yesterday and I was told my internet would be back in an hour it was not then I called back and was told my service was completely disconnected and it would take 5 days to refund my money. I have no internet and no money to reconnect with another service. They do not care and the most disgusting customer service I have ever had.

Honestly, just save yourself the headache and don't bother, this company used to be a reputable and honest internet provider, now they are a scam company. Had no internet for two months, No help with customer support, unable to access my account, Tried to cancel my account a number of times to no avail, and every customer service rep I spoke to… Read more

had no idea what was happening with my account. In the end I just had to stop paying my account to be able to cancel it,

Ive been with INTERNODE for at least 15 years. Their customer service used to be fantastic. Since they have sold, iinet is useless. Deliberately making it difficult to cancel my service. Now they have sent me a random sms asking me to allow them to access photos, so they can take a photo my face and capture my passport details. NO CHANCE, I have no evidence that the SMS is even sent from a ligit source. Show details

Worst company I have ever used. First, they sent me threatening letters stating they would suspend my account, saying I owed $255. Then, when I showed them proof that I have paid, they couldn't find my account. Then, said I owed $170 but still couldn't provide me with any invoices. Every amount taken from my direct payment was different. I asked… Read more

why, and they couldn't tell me. Customer service was terrible; they were confused and said they would look into it, but never got back to me. I provided them with my bank statements showing payments, but they couldn't find where my payments were going!! They offered me a new plan - the exact plan I was on, but paying MORE EACH MONTH. I have cancelled my account and gone with another provider. I have been an Internode customer for at least 7 years, but since they were taken over, they have been in a mess. This company is out of control.

ABSOLUTELY USELESS!!!. Had been a customer for last 20 years but trying to cancel after poor customer service experience was impossible. Tried for 3 months, continually being told I had to provide date of birth but they had that as it was always asked for when speaking to them, they also said I had to provide facial recognition which I refused so… Read more

they would not cancel.

SOLUTION: Call the Telecommunications Industry Ombudsman on 1800 062 058. Received a call back from Internode within 24 hrs and miraculously there was a way to cancel without providing facial recognition. I am in the process with Ombudsman of seeking credit for not being able to cancel for 3 months.

Last advice - Stay away from anyone associated with iiNET, which includes the following, (Vodafone, TPG, iiNet, AAPT, Internode, Lebara and felix) They all have the same mantra (i know because I have another account with iinet and there behaviour is exactly the same, I will be cancelling this account also)

Been a customer since internode days (7 years) which were noticeably better, internet hasn't been as great as it used to be but was moving out soon so didn't really mind. The real uselessness came when trying to cancel recently as I am leaving the property. Had the usual sales pitch about relocating, can someone else take it over, etc, which was… Read more

obviously more important to them than listening to what I was telling them. One guy took my details for some reason then forwarded me to someone else who kept trying to push stuff and did the cancellation. Then they just processed the cancellation for today, after I had repeatedly told him and the guy before that I was moving out in a months time. So by the time any of this is noticed it's all completely irreversible and I need to sign up with a brand new connection. All round pretty useless, wouldn't recommend.

Terrible customer service and processes They keep on invoicing and charging you despite moving or discontinuing your services with them. This applies to all services provided including mobile and internet home plan. When you call, they don't listen to you, question you and tell you you are wrong. I spent so much time on the phone trying to solve… Read more

my issues with them, such a waste of time.

I've moved twice and each time, they charged me for the previous plan and the new plan... despite explaining countless times, they didn't refund me. I had to get the ombudsman involved. Then I decided to cancel (their internet network is not very good), I received confirmation emails of cancelation both home plan and mobile plan. I was clear in telling them when cancelling to ensure I would not be invoiced after the cancelation dates, but I still received an invoice today! for the next billing period. When calling their customer service this morning, the person did not let me explain the situation, spoke over me, did not check my account, told me that invoices were automatic, and to contact my bank instead... hmmmm I would expect not to be charged and invoiced and not to have to do anything else after following the process to cancel. This is rather disappointing, their system is not working, and their customer service is terrible.

HOPELESS. Cancelled the service and they continue to charge me. Impossible to contact them. Very LONG Wait times on the phone. Charge for a service that they do not provide. Still struggling to actually stop charging me. Don't use them!

Internode cancel – Having been a loyal customer for over 10 years we no longer needed the service and decide to cancel i thought this would be an easy process. 1st you have to call them directly give them your details and then they contact customer care when they got back i was told they had no record of my date of birth (10 years ago laws were that it was not a… Read more

requirement) which is now needed, so the next part was to provide photo id etc so they could confirm which was sent. Email i got back was saying there was a problem with my details which there was not. and they make you recycle this process and tell you this is a high risk transaction to cancel i have never heard so much crap. It seems they make it very hard to cancel and its been a few months in and now i have the ombudsman involved.

Internode Disgraceful Customer Service – Terminating my NBN 50 service is like having teeth pulled. I've been with Internode for 18 years. Then they got rid of email services. Then they upped prices. I am now with Amaysim on NBN 100 for less than Internode were charging. But trying to cancel the account is a nightmare. On the phone for 1 hour and 20 minutes trying to give them personal… Read more

photo id data and finally got it to work on another browser. Then they send an SMS today requesting the same data again. This is data that breaches privacy IMHO. So I send it all again. Will the account be cancelled eventually. Who knows.

Internode should be called Internot – My modem stopped working on 30/1. Reported issue, was told technician would be in touch within 24hrs. Friday 31/1 am, received SMS from internode advising issue resolved, ticket closed., It was not resolved. Rang customer service matter escalated to level 2 spoke to lady, she advised she needed to run tests and she would ring back in an hour.… Read more

Sunday 2/2 am, I was still waiting to hear from them. Rang again, only to be put through to iiNet support, finally got put thru to correct dept. once again went thru issues, despite me giving them ticket number. I was then told, they would try and get approval for new modem, and it could take 2-5 working days. Btw they kept telling my modem was fine, if it was fine why am I hot spitting off my phone. As a result of the extremely poor customer experience I have cancelled service and moved to belong. Internode thanks for nothing.