1,506 reviews
Terrible billing and customer service. I was charged twice after the cancellation. I had to wait for 15 min on the phone twice to talk to the billing department. Show details
My internet went down, & when after turning it off then back on without success rang iPrimus. Spoke with Ash who was extremely helpful & sorted out the problem. Thank you Ash Show details
Been with iPrimus since early 2000's, used to be a great ISP but not anymore. The internet service itself is still ok, rarely dropouts or any connection issues, however, since the big overhaul of everything last year the customer service and website/account experience has gone downhill to the point it's an absolute disgrace. Now in the last… Read more
couple of days we're getting emails from them stating they are discontinuing our email services, "We’re making some updates to how we deliver our services, and as part of that, iPrimus will no longer support your email service."
These emails (it seems one for each address) have a phone number in them, tried to ring it just after 6 pm QLD time this evening, got a message it's "outside of operational hours" even though the email says "We understand this is a significant change, and we’re here to support you. If you have questions, please read our FAQs or call us on 1300 936 035, Monday–Sunday, 9am–9pm AEST." And clicking the FAQ's link from the email the page responds with "The requested page could not be found."
Apparently the current email addresses can still be used, but you have to register with another company and pay them to do so...pretty ordinary treatment of loyal customers by a major ISP, seems they no longer want our money.
And they don't send us monthly invoices/receipts anymore either, instead we are supposed to login to our accounts and retrieve them from there, which is fine when the website works and we can actually login. I go to the login page for my account, enter my username and password, do the 2 factor authority thing and get the code sent to my email address put the code in the box and click 'Login' or whatever it says, then always seem to get the result "No active services are present for this account. Please contact helpdesk." Helpdesk seems to nowdays be a waste of time, very difficult to understand some of the staff and the background noise at times is that loud it's impossible to even hear whoever is trying to help.
If I click the "Need help logging in?" link on the 'something went wrong' pic, (reached by clicking the link to it from the email) it gives no help whatsoever about logging in, it just says "Login to" and then shows different things that you can do once logged in. I notice they never fail to draw money from my account every month though...
This sort of rot has been going on since the overhaul last year, following their help or FAQ links just goes round in circles and gets nowhere, where once it used to contain good troubleshooting information.
Just tried to upload a saved email (43.0 kB .eml file, saved by SeaMonkey) to the "Attach private proof of purchase" and got a message "Symfony.Component.HttpKernel.Exception.BadRequestHttpException"
Reviews with attachments
Love you guys, Top promo, Top shelf, Diamond Quality Geezers Show details · 1
FTTN to FTTP internet – Shifted to iprimis FTTN connection initially and request for a free upgrade to FTTP connection, within 2days technicians arrived and complete the installation work in 2hrs. Can’t be more happy to have a fast internet connection. Show details
Happy – Waited a while for my box . But other than that it’s been amazing Show details
Great service, no complaints! – We have been with iPrimus for our internet and home phone for 20+ years and have no complaints. Rarely have dropouts and I think we have only needed to call them about 3 times in all those years. Always the customer service people are polite and pleasant and very helpful. The problem has always been fixed very promptly. Good value for a reasonable price. Show details · 1
WOW JUST WOW SUPERFAST – We were on the 100 speed before but struggled to get over 30 most times but we got direct to premises 200 nbn but our speed is getting close to 300mpbs I had to download a 3.5th file for a project last time took over a hour which not bad but took 2 min to get the 3.5gb at 26mpbs speed Even phone calls through voip is clearer no background noise Show details · 1
Need help but dont answer and no chat available disgusting service. People who you end up speaking to are friendly but the service is terrible!!@ Show details
Latest follow-ups
Hit and miss with the speeds constant buffeting and numerous phone calls to try and rectify, I do tho understand it’s a nbn issue in the Adelaide hills so not entirely I primus fault Show details
Follow-up · Now at a point of changing to starlink $30 a month cheaper
Until recently, no problem with it. But for last month almost daily dropouts. And I don't know which NBN system I have. When I finally managed to speak with Christine she was very helpful. Show details
Follow-up · Still dropping out. When they happen I walk away and leave it for an hour or so, so don't know how long they last. I don't do anything to cause the dropouts....they just happen. Mostly afternoon and early evening.
Upgraded to the higher speed some months ago without a premium increase. I had to upgrade the modem and was given a 50% discount on the cost. Could not be happier. I have been with iPrimus for over 25 years, always found their customer service and technical support to be sound. Show details
Follow-up · Everything is working fine, speeds up to 500mbts constantly. No dropouts, excellent service provider
Find out how iPrimus compares to other Internet Service Providers
Know better, choose better.
Positive reviews
100% reliable connection. Never experienced a dropout in 24 years. Only issues have been with the recent change of website and they were many. Eventually they were sorted out but it took a long time and iPrimus did the best they could. Recent advice from iPrimus is that they are closing down their email service. Worst news I have had in a… Read more
long time. Utterly devastating. Never again will there be such a good email service with the best technical service that can be found anywhere in Australia. This ends an era which I would never have wanted, but at least they gave some notice.
I inadvertently typed my password in the iPrimus address section, consequently, I was unable to reach iPrimus. Technical support attempted to rectify this action, which can only be corrected by Gmaie (Google). It is a very good example how careful we must be in typing in the correct email address and pass word. I would like to express my thanks to… Read more
the iPrimus technician whom managed my case for the professional and diligent manner he tried to correct my problem.
The Initial Kaon DG2144 (Orange) DSL model failed as it could not handle the 500/47 system. The replacement was a Kaon DG2144 (Blue) NBN model and this handles the 500/47 and one laptop, one desktop and one mobile phone all have high or maximum transfer rates on a speed test Show details
Negative reviews
Terrible customer service based in a non‑English‑speaking region. The internet was intermittent, support wait times were always long, and communication was difficult. I switched to Starlink for twenty dollars less and double the speed. Show details
Absolute rubbish ISP. Continually drops out. Says "connected without internet" all the time. And it's even more frustrating when you can't understand the support team over the phone. Lift your game Iprimus and fix everyone's issues. Show details
Worst customer service I have ever encountered from any service provider, not just internet provider. Tried to transfer the account to my name as the executor of my mother’s estate. IPrimus asked for much more documentation than any other utility, required a form to be filled out that required the deceased signature and after all requested forms… Read more
and documents were provided, I received an email that said I had to call them. I called the number provided, was told by the person I connected with that they were unable to help me, they said they would connect me with the right person who would ring me back in 7-10mins. That call never came. I have now signed up with AGL, super easy, if you’re looking for an internet provider go with anyone but iPrimus.
Recent reviews
I am sure that when all goes well, the new connection is a breeze but when there is something wrong and outside of the check sheet nobody knows what to do. When I told them what the problem was, I wasnt believed Show details
Loads of dropouts, even within a single hour, poor customer service. It's been years of stress with this group, completely unreliable. I'd give half a star if that were possible. Show details
What an absolute bunch of incompetent people. I transferred to another vendor because of poor performance than had to chase 6 MONTHS to stop them billing me and I could not get a refund as supposedly I did not speak to the cancellation team - which noone ever transferred me to when I called. Crazy. Ended up losing over 600 bucks to this clown… Read more
because I just don't have time to deal with their incompetence. As of writing this issue is not resolved yet,
Find out how iPrimus compares to other Internet Service Providers
Know better, choose better.
FTTP was cutting out a lot. They kept telling me everything was working fine after many 'technicians' 'fixing' it but eventually cut out altogether. On three occasions they said they would ring back definitely but they just NEVER do. Have now cancelled their worthless service. New provider solved problem which iprimus never even tried. They just don't care. So glad to be rid of them.
Why cut off my account with out warning you have my details no calls or email or mail. I have been with Iprimus for 28 years and I own the property. Try harder or I'll cancel my account I had my mobile with you and changed to Aldi as I had no service and one of your reps told me to go Telstra and Aldi use them
The service is ok but ive been charged for 100mbps for the home internet service these last few years ive been with iprimus but im on a 50mbps this is a big discrepancy, other than that great. Show details
Follow-up · Yes ive contacted support many times over the years i game so im always aware of the internet speed , to add insult to injury i now find ive been paying for a home phone , this was not ever explained to me.
Since i had internet i have been with iprimus. They use to be very good. But the last few years has been shocking. I had issues logging on to the new dashboard to pay bills, the internet connections and speeds were terrible, had multiple modems sent out without any resolution, its just been an absolute nightmare. As im typing this my internet is dwn again. I have proceeded to move to Superloop after 10 yeara with Iprimus
Been with Iprimus for a number of years. Stable internet, excellent customer service. I will admit this was not the case. That has changed, and their customer service is now the very best. Thank you Iprimus for your brilliant and patience with me, during the recent NBN unplanned outage. Veronica WA Show details
Follow-up · I am happy with IPRIMUS Stable internet good Custometer service. Would highly recommend.
We have good connections but have had a few dropouts, at times the programs I watch has streaming problems like freezing with the video's parts yet the voice goes on without interruptions. I am unable to leave attachments for my review, it is the truth what I write. Show details
Iprimus giving me great connection since 2018, most important thing is that.they dont have 7 days 24 hours customer service ,if you need urgently it might be concern. They did price increases couple times but they give royalty discount of you ask. if the price is ok for you Iprimus is good. Show details
My query was regarding speed with my old basic NBN plan and original modem. I spoke with Janina who also helped with logging in to my account on the new platform. She explained my options very clearly and answered all my questions quickly with a final resolution of new plan and new modem. Thank you Janina. Show details
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.
Now my gmail system gone. What gives..?