Internode NBN

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?

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 :,(

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.

Strongly Recommended, but won't be with us for long – Had used Internode for over 15 years and couldn't happier. Service was exceptional. We had a business account with a guaranteed 99% uptime. We rarely had issues. If we did, they were attended to promptly. Now have a residential NBN connection. This is depend upon the NBN itself and has had a few issues. Not the fault of Internode. Sadly, the TPG takeover has degraded the quality of service and Internode may disappear in the near future. Show details

Good service – I have been an internode customer for more than a decade and highly recommend them. The internet is reliable and the customer service is easy to get through to and very helpful Show details

Best internet ever – One of the best companies to deal with. Fair prices and super fast internet speed. I’ve tried Optus, Vodafone, and iprimus but does not compare to the quality and speed of NBN from internode. Show details

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.

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.

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,

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.

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.

I want to brick their windows – 10yr customer. Sold me service speeds i couldn’t access at my address (overcharged me for years). Have since spent 3 months trying to cancel my service and they still invoice me. Internode are grifters that have no care for the customer selling mediocre service at a premium. STAY AWAY AT ALL COST Show details

Technically, not bad (although rapidly deteriorating). However woeful as a company to deal with – Ever since the takeover by TPG, the attitude and behaviour towards customers by this once great company has deteriorated beyond the point of redemption. In fact I will be moving away from Internode at my earliest practical opportunity. Years ago, before they became infected by TPG, they were always improving their service to the customer; this… Read more

often meant improvements to your "plan" with either no additional cost OR a price reduction. One feature was that they would NEVER force an existing customer to change to a new plan if an existing plan was being discontinued - you would remain on the existing plan until YOU made a change to your plan, at which stage you would be moved to one of the new plans.

Not any more. TPG have discontinued providing email addresses AT ALL, with no reduction in plan fees for reduced service. Now they have forcibly moved all customers onto a new plan with higher costs. "No correspondence will be entered into".

My recommendation to any prospective customers of Internode is run as far away as possible. Avoid any TPG-owned ISP/RSP.

On a downhill slide – 20+ years with internode. We stayed for so long because they always provided such excellent customer service. We were happy to pay a little more than some of their competitors were charging, knowing they were a reliable and responsive provider. Unfortunately that is no longer the case since the recent sale of the business. The call centre has been… Read more

moved offshore, and the lack of customer care, ownership and follow up is astounding. It is almost impossible to get any issue resolved, and there is no consistency in their processes or escalation procedures. Now hunting for a new provider. Enough is enough!

DISGUSTING SERVICE SINCE BEING SOLD – Since this company went from the original brilliant service to iinet and tpg it has gone completely downhill ! they removed our contracted email addresses and made us pay for the service to be transferred to another business owned by tpg to handle email so now we pay twice for the same service and we PAY a lot more if we had multiple emails for… Read more

business and personal use. I have been fighting them for 12 months over DOUBLE BILLING me , shown them bank statements with every months payments and had many hours wasted on calls to support assuring me its been sorted to STILL 12 months later being sent disconnection warning if i dont pay the non existent "overdue amount" at this point im looking into legal options for continued threats and harassment. This company is now an utter disgrace. No care for its customers of which i have been since Dial Up ! 30 years with internode but its means nothing , DO NOT GIVE THESE PEOPLE YOUR MONEY, SERVICE OR LOYALTY.

Horrible customer service! and slow internet – Internode is not a good internet provider. Please don't go with this company. Save your money and time. I have been an internode customer for over 5year, and this year, 2024, started noticing regular dropouts and slow internet. I started reporting the issue around June 2024, and everytime - they replied that 'there is no problem' to the… Read more

connection, they checked and closed the ticket. And here I am struggling to send an email or watch a video. These are only a few ticket numbers for reference here- #29362534 #29768784 #29860494 And their overseas customer service is even terrible, pathetic. They sound nice but never do their job, specially their seniors level 2's and if they assign a case manager to your complaint- they are the worst-case. Rude and incompetent!

They asked me, may be i should replace my Router, I accepted their advise and had to pay for the new router. I paid for it in August, I was told it will arrive in 10day. Guess what? September passed, and there was no update, no call or email. I had to chase it again with Internode, and they said, sorry, let me process again, and then my Router arrives in November.

Now the new Router isn't connecting, I have spent hours with their technical senior support on the phone troubleshooting it, no avail. Finally I told them I had enough, someone has to come and fix it, they booked a technician for 2nd Dec 2024, I stayed home specially for the appointment and it was a No Show! As always I contacted them to check, where is the technician? their reply was, sorry it wasn't confirmed! Though their customer service personnel advised me on the phone that its booked for 2nd of Dec. (So why not Internode send an email or call the customer to advise, that its not confirmed or their is a change in the appointment? ) They are terrible people, zero customer service or care for the customers. They just take your money. look for other options guys, I am up to the point where I feel like I can not talk to these people respectfully any more. Save your self!

Goodbye Internode - From best to worst ISP in only a few years – Like other here, was with Internode for many years, 11 I think to be presice. They used to be super good, no drop outs, stable connection. Over the last few years started getting drop outs, slow ping, and technical support was no help at all now that they are based somewhere else, don't know where. Finally had enough and changed to Aussie… Read more

Broadband. Things immediately improved, ping back to 8ms, down from 60ms Internode said was all good. As someone else said here, goodbye Internode!

Avoid at all costs – **UPDATE: Four weeks have gone by since I made multiple attempts to cancel my account, and they stated they’d issued a refund for the two months of services that I’d overpaid, and still no sign of it, nor any communications from Vodafone about the monies owed, and the only way they want to address it is by emailing me to ask when they can call… Read more

me. No response either to my last email stating they’d not issued my refund, owe me the funds, and haven’t addressed this, nor have they addressed the concerns regarding a privacy breach / data loss”.**

Having been a customer for over 15 years, Internode used to be a great company with excellent, local customer service and tech support. Since being taken over by Vodafone, their customer service wait times have been excessively long, with multiple hangups when finally “answered” after long wait times, and extremely poor service when finally getting through after multiple calls and about an hour wait on hold, only to be told their system was down and other mysterious reasons why they couldn’t cancel my account on multiple occasions. Their system does not allow customers to cancel their account online, even when logged into the account, and excuses used once finally speaking to a human included them having lost my account data and were therefore unable to cancel my account, that their system was offline, and that they couldn’t identify me, but required me to provide identity details they claimed to have lost. Their predatory practices and appalling customer service have resulted in complaints to the TIO, ACCC and Consumer Affairs, due to their refusals to cancel my account AND failing to refund money - my account was in credit - two weeks after stating they had done so. DO NOT USE THEM.

Constant connection drop outs and poor tech support and customer service – We have been an Internode Customer for a really long time (5 years in this house and 7 years in a previous home). In the past, their customer service and tech support was great. At some point, that has moved offshore, and the connection has been dropping in and out multiple times daily. It had gotten so bad that I couldn't even connect my printer… Read more

via wifi. Tech support were no help and had no clue how to troubleshoot my modem. I called another supplier, changed over to a cheaper plan, have worked from home for one day, a few set up issues, which were all helped smoothly. The hardest part was cancelling with Internode, who tried to claim I'm not "allowed" to cancel unless I've spoken to tech support and kept trying to sell me mobile phone plans. Don't go near them.