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. 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.
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 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 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 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 co...nnection) 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. :(
- Verified customer
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 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 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 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.
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