1,518 reviews
AI reviews summary
Overall sentiment is sharply divided between long-term customers reporting a significant decline in service quality and new users satisfied with recent installations. While the core internet connection remains reliable for many, a recent "overhaul" of billing systems, the discontinuation of email hosting, and a transition to forced direct debit have caused widespread frustration.
Pros
Cons
Verdict
iPrimus appears to be a viable option for new NBN installations where speed and initial setup are the priority. However, the company is currently facing a severe reputational crisis among loyal customers due to problematic billing system migrations and the removal of legacy email services.
I've been with iinet for 11 years and i hated every second, so many fights to get the speeds I was paying for until I had enough but before I left i planed everything, I did my homework read so many reviews I decided to go with Iprimus as they were the only isp that had a 5 star ratings and I was with them 20 years ago and I never had an issue, So… Read more
I signed up on 1 of their premium figure plan, they sent me a new Gen 6 modem which all I had to do was when my connection came up they text me to connect it to the NBN I didn't haft to do a thing, I now have speeds faster than my plan and it really fast to bring up web sites im so happy I went with them, in fairness to iinet refunded me for unused time which was a surprise, Iprimus is way better and its been so painless connecting with them and ill be staying with them longer than 11 years
Initiated conversation to determine what the 500mbps offering from iprimus was but was then encouraged to buy the service and was rushed into it. Went ahead largely because I am already an iprimus customer.
While the NBN is adequate, their Service is poor. You shouldn't have to wait 4 days for help after putting in a fault concerning lack of NBN. Am a long time customer of Iprimus, but their service and fault department has destroyed what was once a good NBN provider. You shouldn't have to wait hours on the phone to register an issue either. Am currently looking elsewhere.
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
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"
Their online chat is finally working, yesterday (27/04/2026) I was able to get assistance via the… Read more
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
Support is poor. Offshore and difficult to understand. Their billing and payment systems are archaic - they force you to direct debit and charge you for it (if using a card). They do not provide any option to receive a bill that you can pay via BPay… Read more
or credit card. They tell you the direct debit date will always be X, but it's not, then they charge you for late fees if you haven't put money in for an earlier date. I've had to reboot my modem 8 times today because the internet keeps dropping out. No point calling their support team - it's a Sunday.
Follow-up · Since my original review in April, when I'd reported continual drop-outs, it took 5 more calls (one where I had to speak very forcefully and angrily) for them to take the problem seriously and actually escalate it properly. Since the escalation, one of their better support people ([Name Removed]) has kept me updated (even during a period of days… Read more
Incompetent can’t upgrade speeds – Worst company, I’ve been trying to upgrade from standard plus to premium for 12 months, I’ve spoken to just about everyone in call centres I think and it’s still not done, everyday I get the oh this was wrong I’ll escalate this and send you updates,… Read more
it never happens, I have not received even one call back, my order is just withdrawn every 24 hours, I’ve been trying to avoid changing companies due to down time but now I’ll need to look elsewhere. Frequent dropouts and apparently the new modem will fix this however this is never ordered.
Follow-up · This Was never fixed and we changed to Aussie broadband with no issues and faster speeds within days.
Hey Ten, sorry to hear about this. Did you end up getting the help you needed? Team iPrimus
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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… Read more
advice from iPrimus is that they are closing down their email service. Worst news I have had in a 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.
Follow-up · After many years of exemplary, polite and knowledgeable customer service to me, iiPrimus have recently gone downhill. It began when they changed their website and their system would no longer accept my sign-in details. Each problem would take days to fix and then, when I tried to sign in again, the same problem was still there. However, the way… Read more
Positive reviews
The service I received was excellent but I was without landline and internet for 4 days. Hopefully I will get a reduction in my monthly bill. My internet usually drops out at least once a day, hopefully this has also been fixed
Had difficulty logging onto my Toolbox account because I wasn't aware the account needed to be reset (probably my fault). But once I got through to help desk, the iprimus response and remedy was very quick. I was looking to change providers, but I have been with iprimus for about 20 years without any issues so I decided to stay with them. Show details
Sal was very patient and helpful - she enabled me to make sense of your email about changes iPrimus is making to their service leading to a satisfactory outcome. Thank you Sal.
Negative reviews
Have been a loyal customer for 17 years, this time they have lost the plot. Fancy not doing emails, happy to take your money every month. Try to ring them and when you finally get through you cannot understand what they are saying as they have trouble speaking english. Have now changed to another provider. Do your ground work before comitting
Shocking. Customer for 15 years but they have lost the plot. They are no longer hosting iprimus emails and are shortly no longer support old emails. Unreal. They take forever to answer a call to help. They refer existing customers to a new messaging service (to keep your email address going) but their own links don’t work. So it’s impossible to… Read more
transfer your email to the new hosting company. Not acceptable. You can’t reply to their emails. Seriously horrible service and business.
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
Recent reviews
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
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
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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.
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
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
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.
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.
Now my gmail system gone. What gives..?
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
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Hi Vicky and Geoff, we're very sorry to hear that we… Read more