See ya later Westnet
I can’t understand how a company can go from 5 stars to absolutely no stars, after 14 years I’m out, there is no service, no one who cares about customer service or can even bother to respond to an email and the overseas call centres are completely incompetent they promise the world and deliver nothing. Stay away from iiNet/Westnet save your sanity and don’t waste your time or money with them. I really wish I had left years ago and saved my self so many headaches.
“Westnet - Service sets us apart” at least they live up to their business statement........
No redeeming features left.
Should be no stars option. Approaching 14 years.
Their webmail product is as reliable and functional as a custard sledge hammer.
Their so called number one support status is based on a myth long ago dead.
But do not blame Teo.
Staff:Unable to comprehend display or work to deliver the following:
Integrity,honesty,any form of tech,privacy or even admit there is a problem when they know there is.
The attitude of the inept and uncouth and arrogant S African call centre is grating and unhelpful on a good day.They have no idea what is going on to Wes...
Share my information. Privacy breech
Been with Westnet for over 10 years. Only because I needed Dial Up for the internet.
Gave up on Dial Up years ago, issues raised continuously with TIO.
Westnet shares your private information with its subsidiary companies.
Bad attitude from sister act company iinet.
Im done. Had enough of these service providers not providing simple observation of the privacy act & the human rights act.
Don't ever blame the staff csr' s that answer their company calls. They are doing their best with such limited authority to action anything on your account...
An experience not to have.
Again a 10 year + customer. Changed address. We can do this for you. WHAT A JOKE!!!!!!!! 4 weeks of absolute incompetence. Staff whose 4th language is English, reading of a script and not understanding a word they say or what you are saying. Westnet was a great company that was destroyed by iiNet. A company that seems to be a grotty, money grabbing pack of idiots. I cannot advise strongly enough to steer clear of these clowns, even Telstra is better. That's something I didn't think I would ever say. DON'T DO IT.
Been with Westnet for 15 years and over it - who should I go with
I have been using Westnet for over 15 years but am frustrated by its SLOW internet speed and lack of local assistance.
I years past I'd go to their Perth city office to pick up a modem, chat to a local who had time to assist me.these experiences gained my loyalty.Westnet is Westnet no more. get me away from the company that are using the Westnet name.....
Can you PLEASE assist me by suggesting an efficient and reliable provider? My area are not due to get NBN for 18months
Very Poor Customer Service
Chose Westnet mobile service. Received sim card 2 days later. Accompanied with the sim card was a letter. It stated "activation may take up to 72 hours. 96 hours, 4 emails, 3 phone calls, one call response (45minutes) still no activation and no explanation. The most disappointing aspect of this process is the sub-standard customer service.
All I wanted was to delete my Fetch TV portion of my account
I waited in their queue for 47 minutes and when I got to an operator he transferred me to another operator, back in their queue for another 18 minutes and as soon as the operator realised that I wanted to downgrade my account he hung up on me, not impressed at all. Also they used to speak in Australian on their help lines but now I have extreme difficulty in understanding the heavily accented English by their call centre staff.
I'm now looking for an alternative provider.
Relieve them of their service obligations???
Have been a customer of Westnet for around 20 years. They had always been fantastic, which is why I have stuck with them.
As most of the posters here have said, I have also seen the service go downhill.
Despite this, today, I phoned them to change my phone/internet plan. After about an hour on the phone trying to talk to someone who seemed to be sitting in the middle of a children's playground, we had the change sorted out.
He said that before they could change my plan, I had to listen to a recording and agree to it. In essence, it said that...
They were Good Once
Been a customer for over 10 years, thought well of Westnet. Not any more. Trying to get order number for Satellite upgrade. Have been trying for 3 days, only to get someone in South Africa who do not have a clue. Extreme waiting times, one Department states it is the responsibility of another Department and vice versa. Sent 4 emails to support and received confirmation numbers, however no response after 3 days, even though I have been pleading for help . Terrible to say the least.
December 23rd 2016 Update: They were Good Once Par...t 2 My saga for NBN upgrade continued on for over a week. Long waits to talk to someone in South Africa. (promised take personal responsibility and fix by end of shift. NOTHING) Over 10 emails (received confirmation numbers, however no actual responses) Terminated subscription. They wanted to charge $300 plus for Contract Break Fee. When asked, advised that this was for NBN upgrade. Question as to where is the paper I signed and advised it was a "verbal agreement". I then stated That I did not get an NBN upgrade or even an order number, that was why I was leaving. They agreed but in a condescending manner. Rattled on about a $99 NBN upgrade fee. Threatened them with the Ombudsman and they reverted back to their condescending manner once more. Glad to be rid of them. Greg303
Westnet needs to review service policy and procedures.
Lost dial tone on my home phone recently, but the internet kept working, so I tried to report the matter to Westnet support via their by e-mail link. Can't do! Must report by phone. Not having a mobile phone or access to any other service, I eventually found a public phone. Hot afternoon (38 degrees plus with phone exposed to sun, I waited 50 minutes in a queue before speaking to someone in South Africa. Fault lodged with difficulty because I did not have a phone for Telstra to arrange a service visit. Westnet Support was unable to advise...Telstra that there is always someone home at my address. Frustrating, though the gentleman I spoke to was friendly, polite and tried everything he could to help. Telstra logged fault, tested line with a robot and found nothing wrong in their network. Fault was assigned to a field tech and deferred because they could not contact me by mobile phone -- matter was to be reviewed after 5 days, but they did not provide any way for me to contact them. By sheer co-incidence, I encountered Telstra staff (not fault techs) near my local Post Office and, after a lengthy discussion was able to arrange the service visit and street cable repair. If I had to rely on Westnet alone, this fault might never have been fixed. Would like to suggest That Westnet (iinet) hire someone with analytical skills to review their service policy and procedures, and the forms they use to interact with Telcos. The arrangements they have now frustrate customers and is cost Westnet (unnecessary support staff time, loss of good will, adverse reviews and missed traffic revenue).
WHAT HAPPENED TO WESTNET
We have been a customer for 18 years. Since IInet took over and moved the call centre from Perth to overseas it is appalling. I have to connect to NBN and the whole process has been a nightmare. Four weeks since having it connected I still have no modem (luckily I did not disconnect my ADSL service as we are a business). I'm being billed for an NBN plan that I cannot use. I've made at least 8 calls and of course can never get through. I have to wait up to 45 minutes for someone to call back. I could go on and on......
terrible customer service - so appalling
Have been a customer for 4 years , we have home phone and satellite internet serivce with them. Due to where we live we often have issues with our communications and have no mobile service so what service we do have is crucial.
To date we have had appalling response to every fault we have reported and for every fault I have registered i have mostly had to resort to reporting them to the TIO in order to get any action
Westnet have the peculiar requirement that when you are reporting a hone outage you have to do this by phone - this in itself ...
Pathetic customer service
Have been a strong supporter of west net over many years, because service was accessible and knowledgable. Unfortunately in the last 12 months or so customer service has declined dramatically.
Currently my phone is out,I but cannot get a response to my emails. Automatic acknowledgement of my emails suggests that I ring the Werstnet service service number.
So far as the internet is concerned have found that 'customer service' people when you can get to them appear to have no more knowledge than I have. I had to spend a day solving a problem myself after spending some hours with service consultant.
They want my NBN connection: get plenty of information about that! No way!
A very sad change for the worst
I have been with westnet for years and they have been wonderful-quick and helpful service from Perth. In the last year all has changed-confused, unreliable and unhelpful service from elsewhere and now a mobile phone bill for an alleged 8 hour phone call which no-one can explain and for which there is no follow up as promised. I cannot recommend Westnet.
Still best provider out there...
We have been with Westnet now for over 5 years after been a slave ofTelstra. Even living in a rual area the internet, costs, speed & service have never been better. Considering that the costs have decreased the service on our end has always been very satifactory. Don't mistake and make them responsible for the salat in your house.
What has happened to Westnet??
I have been with Westnet for nearly 13 years. As others have said they used to have great customer service and stayed on the line until the problem was sorted . I have called them at least 4 times within the last year and still have an extremely intermittent internet service . I did however fair better than my son who complained he had intermittent internet coverage. He was told he needed a land line to check out the problem. He stated he did not have one and was told to go and borrow a landline phone! When he said he wanted to cancel the servi...ce he was told it would cost 100 dollars to cancel the service. The last question obviously being read off a list was ' Is there any reason you are cancelling your service with us today?!. It is very sad to see this company who once provided such great service doing so poorly which I would suggest since inept took over. I can no longer justify paying for this service and intend cancelling it shortly.
DON'T GO THERE!!!!
I can not even start to tell you just how pathetic and unreliable westnet has become. Please save yourself the trouble and time that i know i will never get back.
lies, broken promises, hardware damaging advice and most importantly thief's for taking money for a product we we're not actually getting.
Shame on West Net.
Wish I could give 0 stars
7-year customer, the quality of service this year is terrible. Internet hardly ever works, and is extremely slow when it does connect. Customer service are clueless, instead insisting I buy a new router when this one is only 6 months old and working perfectly. Even worse than dodo.
As others have said, Westnet used to have great customer service.
Now they are hopeless.
I have been plagued with nuisance phone calls for months. 2 months ago I complained and asked Westnet to put a block on these calls (I am getting 2 or 3 a day, 7 days a week).
I have been promised time and again that their tech dept. would look into it within a week. 10 weeks on and the problem persists. Promise after promise of returned calls to keep me updated. These never happen. Last time I spoke to a supervisor who first promised to email me...so I had an email link to customer services and then to phone me back the following week to update. Guess what? ZILCH! Here we are two weeks after that and I've had two nuisance calls today (it's the Microsoft Windows scammers, from India is my guess). It should be easy enough to block ALL calls from India?
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