Internode NBN 50/20 (Standard Plus)

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.

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

Internet Phone support is terrific – Needed to know the settings configure my router. The wait time to get help was only about 4 minutes and the support person was knowledgeable and efficient. I wish some of the big companies had such great support. I am on their 6 month Introductory offer so it's great value for money. Show details

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.

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!

Not Impressed – I have been an Internode customer for 7 years and during this time the connection has been poor. We have decent upload and download speeds, but we have regular daily drop outs, where the internet disconnects then reconnects a couple of minutes later. I have attempted to have this issue fixed many many times by calling and speaking with technical… Read more

support, but it seems to be something that they are unable to fix. I also recently (began in September 2024) started experiencing not being able to login to my Internode account, I don't receive the One-Time Password, so I have to contact technical support each time that happens. Not only that, but they have a call center located offshore and it's really hard to talk to people that sound like American robots, they are quite insensitive and hard to talk to because of that. Here are some tickets: 29416128 29772118

Oh Dear – Simply terible customer service. Been waiting over a week to get an answer on why my internet speed is so slow, barely getting 5mb on download. Been with them for 16 odd years. used to be good but not anymore. time to find another provider. Show details

Internode a shadow of its former self – I became a customer of Internode about 15 years ago, being attracted initially by the use of a local call centre. I was very happy with the service for several years, but once outsourcing to South Africa and in particular the Philippines occurred following takeover by iiNet/TPG it was all downhill from there. The decision in 2023 to cease… Read more

providing an email service and outsourcing it to The Mmessaging Company has been a disaster with more than a year's worth of mail being downloaded again on the cutover date on several devices (win and iOS). Mail was either delayed significantly or never received - as a case in point, I received an email survey request on 02 July at 1348 CST referring to an interaction.....there was NO interaction on that day. Rather, it turned out the interaction was from 01/07.....just highlights how bad that the move to TMC has been....and this wasn't the first such survey request delayed like this.

Then there's the billing experience on service termination: On 02 July I was told the outstanding balance was $159.90 despite the latest invoice covering 28/6-27/7 saying $79.95. When challenged the CSO quickly changed that to $79.95. On reflection overnight, I realised that due to the previous advice of pro rata charging at termination of service, the charge should be less than that - around $11.

So, I rang to query this and spoke to "Benjamin". Right through the call I could hear a child in the background. No big deal, as I'd previously heard dogs and chickens on other calls. I asked him what the outstanding balance was - he replied saying that a charge f $79.95 had been removed which didn't answer my question so I asked again. No response from him, but I could still hear the child in the background and at times, hear him talking to the child, then the call disconnected.

He rang back several minutes later and when challenged claimed he was not talking to a child when it could be clearly heard in the background.

In summary - a shame what has happened to a previously great Australian business and another example of how outsourcing fails the consumer.

After the TPG takeover and transfer to ii net server, it’s time to move on - internode no longer exists – Have been with Internode many years (at least 12). Loyal customer and I always praised their reliable Australian service and great customer service, no overseas call centres either. Fast forward to 2023 when TPG took over (after ii net took over first) and advised customers they were rationalising the service so internode customers would be… Read more

transferred from the internode servers to ii net (albeit TPG). Since that time the service has deteriorated. Inconsistent speeds, particularly in peak hours, drop outs etc. Not the same excellent service we had previously that’s for sure but still being charged the same for an inferior service. So sadly we made the decision to transfer to a new provider (Aussie Broadband based on recommendations). When I phoned to cancel the service of course it was an overseas call centre, so that’s something else that’s changed, but it was a pleasant surprise because the person I dealt with was very competent and helpful. I was lucky.

Only good for scripted replies and general questions. you are on your own with a non-standard-issue – Internode used to be very good, helpful and reliable. Not anymore. After our Internet service got disconnected due to an NBN fault (address mix up, sorted with a class 24 uplift, address amendment and LOC correction) we were promised to get our Internet service and landline back as it used to be. I did not want a new modem though our current modem… Read more

also from Internode is 2 years old and VOIP capable. They send a new one anyway and charged me for that! I was assured I can keep my current modem and could use the new one as a back up. What a lie! After I was assured I was able to keep my old number I rang and advised my landline number is not showing up in my settings anymore and wasn't ported as I could not make or get any calls. I was already speaking to them more than 12 times (!) about the NBN address issue and told them JUST GIVE ME ANY NEW LANDLINE NUMBER, A NEW ONE. I DON'T CARE. I was told, "Oh, no you can keep yours and we will port it for you asap." After their "investigation" I was told it's because the landline number was ported to the new modem and once I switch to the new modem the landline will just work fine again. Another lie!!! From their technical expertise team. It made things even worse. After connecting to the new modem today we constantly had internet dropouts and AGAIN THE LANDLINE NOT SHOWING UP IN THE SETTINGS AND I COULD STILL NOT MAKE OR RECEIVE ANY CALLS!!! To make things clear: we don't need a landline for ourselves but for our family overseas. This is cruel as my in-laws are living overseas, are over 80 years old and cannot contact usand we couldn't contact them or the hospital my mother in law was admitted to!!! Everything goes over relatives and friends overseas with Whatsapp and Skype. Due to these annoying drop-outs with this new useless rubbish modem, we decided to go back to our "old" VOIP Internode modem. To contact hospitals overseas we rely on third parties. What a joke! I assume our land line number was 'lost in translation'. Instead of admitting to it Internode plays this 'spiel’ with us: Disconnecting us from the Internet, asking us to reset our modem, asking us to disconnect our ''old” modem, connecting our 'new' modem... All of which causes all sorts of WiFi-setting issues and a lot of stress and hassle when you've got 2 soundbars, an outside light, music etc. It could be all so easy. Like I said we had a big issue due to NBN mixing up our address with neighbours living at xxa road but we are living at xx road. After a class 24 uplift, address amendment and LOC change - with another Internet disconnection - we are over it. Since Internode was sold and moved their services overseas I only listened to scripted replies NOT taking into account that our landline number got lost due to wrong address allocation. I asked for a new number several times and was ignored.of course I was also double charged due to this address nightmare and had to call again! I'm looking for a new Internet provider. Any recommendations welcome! It cannot get any worse! Thanks

The nightmare continues – After three months and speaking to EIGHT ‘customer service representatives’ I finally got a refund to my credit card 10 days ago. Then today I get an invoice for the service which I cancelled weeks ago…. Asked for email confirmation of that, but nothing came. According to my notes, a guy called Lorenzo spoke to me, offered a great package to stay… Read more

with them which I accepted! TOTAL LIES! Apart from cancelling my card and getting a new one, with all the inconvenience that is, I don’t know what else to do. As if that wasn’t bad enough, a couple of hours after I spoke to them, I got a scam email from a ‘business person’ in South Africa promising untold riches for both of us. This can’t be just coincidence! Where can you report this dangerous and unscrupulous company to? As they’re now solely in South Africa, I don’t think our authorities will do anything, but they need to be stopped.

Stealing from me – They keep stealing my money. I have moved house, and transferred my internet connection from the old house to the new. Despite calling several times I continue to be invoiced and direct debited for the old house and the new house. This is on top of paying for more than two months in advance. The old account is now invoiced until mid April (time if writing is February). Do not go with these guys. Show details

Cancel Account – Was a happy customer until the service became unreliable and didn't exist for at least an hour a day every day. Unable to contact or get reply from internode. Cancelled and got a new provider which led to the current dilemma which is not being able to cancel account. Ongoing issue over 2 years. Would never recommend internode. Show details

Was good now crap at best ! – Long time customer, used to be great until tpg took over. Now the connection speed is sporadic. Takes twice as long to watch a show on tv. as keeps dropping out every few seconds. Now looking for new providers. I guess they don’t read these comments as I’ve not seen a response to any of the other reviews I’ve read Show details

Absolute nightmare! – I’ve been with Internode for years but I am now going to change my provider. I changed from NBN to home wireless to save money, but after a year it wasn’t reliable or fast enough so in December, I switched back to NBN. Now I have been invoiced for both services, spent hours on the phone with staff who struggle with English. Every one of them… Read more

blames their colleagues for the problems, assure me that now they’re on the case, they will fix it……then MORE problems. I get ‘automated’ emails with incorrect information and now they’re threatening a $48 fee if I don’t send their hardware back. WHAT!! I’m using the modem/router for my NBN service, so what am I supposed to send back?? If I could give minus stars, I would……unbelievably bad service. Don’t waste your time, money or patience with this crowd.

Service down the drain. I am moving – I can only verify the comments made by others about the deterioration in service. I have been an Internode customer since about 2008. Service used to be great but since TPG took over any service has gone down the drain. I even have problems logging in to my account with 2 step verification often not working properly. I have abandoned email as at… Read more

times it doesn't work and at other times is painfully slow. Email has now been transferred to a somewhat ghost company The Messaging Company. Recently I stopped receiving invoices and so missed one payment but was still sent a rather blunt threatening notice and I have always paid invoices within a day or so of receipt. Invoices are 2 months in advance. What a shame Internode has been ruined. TPG is a public company. I can't believe people are being paid to run it. UPDATE: It's got worse, it's a bad joke so I am moving to another ISP having already cancelled email. I just hope I get back the fees I have had to pay in advance!

Don't do it – Been with internode for many years, have recommended to alot of friends and family. I will give them exactly 4 minutes to get emails running again or they will lose at least 6 accounts today. Show details

No longer worth using or recommending – Internode used to be a great ISP. Since the take over by iiNet/TPG they have gone downhill. With the recent change to off load email services to The Mesaging company they have gone down hill even further. I can not recoomend them at all and suggest go with any one else at all (except iiNet or TPG). They are now over priced and provide no service or support. Show details

Cannot get through to billing in under an hour – Was calling to check options for an upcoming move and have tried calling 3 times and waited for 40 minutes, 45 minutes and over an hour. No answer. I have left tickets and complaints and have not yet heard back. It is safe to say that this has made me decided to cancel internode which makes me really sad. I used to love the is company, but clearly… Read more

something has changed! Apart from the terrible customer service wait times, load shedding issues and connection stability has been woeful. Time to find a new provider!

Used to be good now having issues – Days of not receiving emails & contacted customer service to be told they can't help + don't know when its going to fixed. Not a happy customer. Show details

Both good and not so – After mediation with Internode they have dealt successfully with the down speeds issue and even replaced my modem/router. Unfortunately webmail still takes multiple minutes to load and allows more spam than previously (although that might make it a The Messaging Company issue as Internode no longer does email). It's also not good that a negative… Read more

review here was what initiated the help, rather than a response to direct communication. I am no longer looking elsewhere and will wait and see what the next while brings.

Original review— I've been very happy with Internode for about 20 years but in the last month or so: they have transferred email to another provider and now I'm getting spam galore and logging onto their webmail can take 5 minutes or more; download speeds have dropped so that even low-rate YouTube buffers; emails to Internode go unanswered despite a promise of 72 hour response. I'm now actively looking elsewhere.

Terrible service, impossible to get any response – Joined them initially as they used to have a good reputation. But now it is the worst service you can imagine. I was trying to clarify a bill and was put on hold for over an hour and never got anyone. Eventually gave up. I tried online query and reply email and even threatened to cancel. Did not get any response. Eventually I changed providers.… Read more

They're setup with silo departments with no idea how to link together to answer your queries. Save your headache and don't join them.

Do NOT go with them - used to be great, now they are terrible – If I could give 0 stars I would. Please do not go with internode. I used these guys 3 years ago and their customer service was incredible, used to reccomend to everyone looking for internet. Not anymore. Fast-forward 3 years, customer service is the most shocking I have ever experienced. First I was charged the money without having an account… Read more

set-up took, they had no record of me and I had to send screenshots of my bank to prove they took my money. Took over a month and MANY phone calls just to get the FIRST refund. Then I ordered again, the modem took over a month (they told me max 7 days). They didn't give me any updates letting me know if was going to be later. I eventually cancelled the modem order and got my own modem bc they took far to long to deliver and I needed it for work. So there was another refund I was chasing. Got a service with them which was internet only (no modem included) and the service didnt work so I cancelled with them all together. I am still waiting for my last 2 refunds 2 months later. $134.98 owed to me.

You call and its like they don't write a single note or pass on anything you said. Everytime I called they had no record of my last conversation and I had to explain everything over and over again. Not worth the $5 a month you save. They are cheap because they are a terrible service.