Westnet

Westnet tops today – Westnet was so helpful and kind starting with the lady who took my call and supervisor Elijah today when dealing with death in our family and having to change account details. Thank you.

Leaving for a better provider – I am going to leave westnet iinet or whoever. Your money grab removing email address from the system for the sake of you benefit. I am quitting after 25 years. Poor service

Worst provider EVER – Worst phone and internet provider ever. Customer service is terrible. Our grandmothers home phone was cut off even though we paid the bill on time. Do not go ahead with this provider.

never had a problem – I have been with Westnet since internet began. As Westnet they were brilliant, When iinet they were great, now TPG and they are still good. I really cant fault them, although not as good as the early years, but staff are always helpful. Often takes longer to fix the problem than it used to in the early days. But really I have no complaints

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.

Can't complain – After having continual issues with Telstra I signed up with Westnet, they have always assisted me with any issues, have given me free upgrades without me asking. Have always had Australian support staff. Only issue I have is they use Optus as a carrier and reception can be an issue in certain places

Emails disappear into the ether – Westnet "repaired" my email address as I was not receiving mail. After changing IMAP settings, opened up Outlook , I could receive new emails, but I noticed archive folders disappearing before my eyes. All my emails from last 5 or so ?? years disappeared. It is not a Microsoft Outlook problem-I checked with them. We should have backed up the pst… Read more

folder. The staff at Westnet are well meaning and sympathetic, but according to 'supervisors' the data is 'gone' and can't be retrieved. I am not a computer tech, that's why I take advice from those trained in the field. But, I cannot believe that there is no capability to store email data-how does such a system not fall over? I will be terminating my contract, I will pay a fee for this and so will members of my family who joined Westnet on my recommendation. We will never have anything to do with this company again.

Unnecessary complex account verification process – I called Westnet on my elderly fathers's behalf to update the phone number on his account so he could log in to his Westnet account and upgrade from a dismally slow ADSL connection to NBN Wireless. When I called customer service, and my father verified himself, they wouldn't update his phone number and instead sent an email to verify himself… Read more

again, asking the same questions he answered over the phone but now needed to supply x2 photos, one of him holding his licence and another image of his licence, all this just to update his phone number. The email actually said that Westnet couldn't verify his ID after they just told him he was verified on the phone. What a waste of time, we replied to the email, supplied the info and were advised a response in 2 days. To date, we've heard nothing. I'm now following up with the industry ombudsman to escalate these issues so other customers don't experience the same issues when updating their account details.

Total blithering incompetence!!! – Have used their web hosting service. As we have passed the business on we are trying to pass on the domain registration to the new owner. I cannot believe the total incompetence of this lot. 26 emails, various phone calls later, and they still can't do it, such a simple thing! For hosting services STAY AWAY FROM THIS MOB. What a waste of time this… Read more

debacle has been. This product review site need to set up a new category for mobs like this, using negative stars. One star is far to generous.

What phone service? – Congratulations Westnet for using Vodafone towers, since changing to the new SIM cards we now cannot make or receive phone calls or text messages at home. We have phoned you to report this problem to which the staff don't care of our concern, just hope that we don't have an emergency at home that we need to make a phone call. At least when you… Read more

were using the Optus towers we could make phone calls. Now you have forced our hand to look elsewhere after being with Westnet for over 15 years.

The worst!! – Without equal, the most difficult unhelpful inefficient company I've ever had the misfortune to be involved with. I would not recommend to my worst enemy. I have wasted hours of my life on the phone to their Customer Care with absolutely no result. They are the worst of the worst.

Now one of the worst – I have been with Westnet since its inception and the service was always one of the best. But things changed for the worst... caused by the takeover by Iinet which subsequently was taken over by TPG. I left Westnet for all but my hosting and email. What an error! They are now thoroughly unreliable and if you want to talk to someone in Africa… Read more

(yes, more jobs overseas to avoid Australian taxes) then by all means go with Westnet. The Africans know little about your service and you will be fobbed off. Maybe days later you might actually talk to someone in Australia. Days without email will never be compensated. Iinet do not know the word compensation. It is harder to get your money back from this Chinese owned company than it is to get decency out of the Chinese government!

I cannot wait until next year to take my hosting elsewhere.

In the meantime I will give them the grief that they have caused me.

Were good, now lousy – Have used them for 4 years and the longer it goes on, the worse they become. Internet is patchy at best with weekly dropouts. The VoIP is just terrible and the consultants (os) just don't know what they are doing. If it wasn't for the promotional deal, Id be long gone.

Terrible service – Got a new SIM card. Got sent to a person in South Africa that did not achieve what I wanted . Phone does not work with the new SIM , got the big run around. Spent a lot of WASTED TIME on the phone. Did not get any result. Sad show ! If you do not CARE , you should not be in business.

cancelled account – Tried to cancel my account online. Couldn't do that. Spoke to a staff member on 02/10/2020 via phone and email. Email clearly stated account closed.17/11/2020 received a bill for amount due plus following month in advance. Contacted Westnet / iinet again. Very frustrating call staff refused to look at old emails from there staff .Nothing happened.… Read more

Contacted westnet again on the 25/11/2020.Went through every thing again gave me another reference number and stated on an email we would contact you within one day. Surprise 27/11/2020 No Contact. Been with westnet since 2011 very very poor service.

Incompetent change! – Westnet recently switched over to using Vodafone's mobile service and sent me a new sim to replace the old one. which I installed and activated as advised. Since then I have had nothing but trouble, calls dropping out or not connecting, texts not being sent, and what is "forwarding on conditional" all about?, when I do make a call. As a Westnet… Read more

customer for many years, I'm very disappointed with them, Vodafone and iiNet. Looking seriously at other options.

Cannot get closure or talk to anyone – Was charged for new router then charged again when nbn came in I was a loyal customer for over 12 years. The wheels fell off around March and was charged again for router after spending 5 hours on phone and through email NO satisfaction at all and now charge has gone up by over $140 Haven’t used them for over 3 months but still hounding me and… Read more

wanting more money. Will never use Westnet or parent company iiNet as very poor service and no return calls .

Been ripped off for years for a service I have not used for over 10 years :( – In the 20 years I have been with Westnet I have moved many times. Last night I tried to do a change of address as I have moved again. I was asked about NBN at new address??? All I use is email for 11 years and no internet, as Past 11 years my provider has been Telstra. Find out the monthly fee off $22 for all the years has been taken out for a… Read more

service I not used in all this time and no data usage in all this time and rang head office various times over the years with problems with email account and moving 3 times. (i thought it was for email connection) After 1 hr on the phone last night. They still did not do a change of address... No manager has rang me back, as I was informed they would. And looks like out of pocket almost $3,000 over 11 years for a service I stopped and have not used in all these years. Funny they never questioned me prior to why I never had any data spend in all the calls and moves I have made. This is a complaint to go further if no reply by end of business today. :(

Terrible – I changed from Westnet to another provider late for in 2017 and recently I have received sms, phone calls and mail at home advising services will be suspended if I do not pay my account of approx $26. I have contacted Westnet and advised I have not been a customer since the end of 2017. I have been assured that the situation has been rectified and… Read more

I would no longer be harassed but guess what it has started again. Hi Westnet please cease with your harassment as I do not owe you money. I paid the final account in full back in 2017 when I changed provider. Please delete me from your database.

If I could give it no stars, I would. Absolute incompetence!!!! – We were told by Westnet that our current ADSL internet connection would be cancelled prior to our NBN installation being complete. When we rang Telstra they told us that the lines in our area wouldn't be closed until Jan 2020. I rang Westnet and spoke to a lady in support and she told me that was correct and we would not be disconnected from the… Read more

ADSL until our NBN was up in running as long as it was prior to the lines being closed in Jan. I asked her to email so we had it in writing, which she did. Then on 31/10/19 they disconnected our ADSL, leaving our business stranded. When we rang to ask why this was done when we had the email stating all would be ok, they said it's bad luck and no accountability for the incorrect information supplied by their staff. They didn't want to know about it and left our business without any internet. They should be sued!!!!

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… Read more

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. Over 17 years a customer, and always direct debited. 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… Read more

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 Westnet systems in Australia , but they will happily( not literally, they just never are) destroy hours days and weeks of your life. They will tell you to your face(not literally thank God) that what you are experiencing cannot be true. If you end up with an Aust case manager they'll reach fro the denial and obfuscation playbook. We have never resolved a simple problem(it is almost always bloated,broken or missing servers or capacity issues every time), but even though that's what they end up fixing, will never admit it.The whole support thing has to stay on the bald faced lie that this org is number one for service.Read the popular forums , where this stuff is thrashed out. The experience does not come close to that rhetoric. The fact is the TIO, and possibly sites like this don't let people warn the broader public. They have interfered with our data,lost it and denied it at every turn.Turns out it wasn't them, or a hacker or a miracle.You work it out.We also never had so much spam,offshore scam calls and other nasty surprises until we dealt with the SAfrican circus. I deeply regret exposing us and our personal data to the place. When we were living with the (all 3 generations) of satellite, it was like living with water boarding.

This review is an honest appraisal of a very poor product ISP.The entire group should change it's name to Hoops. Because to sign up is to live jumping through them every time (often) the servers melt or grind to a halt. Do not go there. just don't. That advice applies to every other shape shifting ISP within the group.Read the most common tech forum in Australia and count the nightmares within. Westnet/TPG/iinet et al will take your money, and treat you with contempt.They will change the rules.They will make it impossible to leave without losing even more.They will force you to pay by credit card or milk it from your bank.They will not send you an accurate contract, will lie about what it should deliver, and when your service breaks(it will>often) they will blame you.The TIO will not back you so I repeat, don't ever,ever weaken .They oversell, and under-deliver on every level.They will kill your speeds via netflix as they did with our nations entire internet system. *Where you see any stars on my review, subtract one 2024 and support,sales and accounts do not even respond to multiple emails. Feral

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… Read more

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. So don't loose patience with them.

I'm done!

Anyway today is the day I'm leaving 10/10/18.

I certainly don't recommend either or any of its sister companies Westnet. IINET customer satisfaction is not guaranteed.

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… Read more

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… Read more

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… Read more

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… Read more

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 Westnet had no obligation to provide any minimum standard of service, and I waive any right to complain.

I refused to agree, and they refused to change my plan. Meanwhile, every time it rains or it gets windy, my internet drops to less than dial up speeds.

But, what are my alternatives? There is one cable down my street, and no competition.

So after a suitable face saving time, I will phone them back and agree to everything.

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… Read more

and received confirmation numbers, however no response after 3 days, even though I have been pleading for help . Terrible to say the least.

greg303

December 23rd 2016 Update: They were Good Once Part 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… Read more

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… Read more

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… Read more

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 is comical as when you don't have a working phone how do you report it by phone ??? For me it means driving over an hour to access a phone to report the fault.

currently we are again without a home phone and again it has taken me over 5 days to actually report the fault ( due to westnet not following their own clumsy reporting process and yes again i have reported to TIO the issues.

Because we live so remote our options for other providers are limited but I would be happy to hear from others who are the good providers

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… Read more

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.

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… Read more

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 service 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.