Westnet ADSL

Billing Dreadful Service – Was with Westnet for about 13 years. Very happy with them. Changed over to NBN, made sure that I was not on a contract as I had never been on a contract with them. Changed providers, received a refund from Westnet. Assumed my account was closed. Yesterday I received a charge to my credit card, called and was told I was on a contract. … Read more

Eventually I was told that I would receive a refund, when I asked for a reference number, they came back to me and said that I was charged because of a contract. I have an email requesting the cancellation and I also stipulated that I was not on a contract.

Terrible – No internet for four days, phone wait over two hours everytime and the never send a Telstra technician to our home as we were told they would organise each time

Get ASDL2+ – I recently had my Internet with them and it was extremely fast since I could download things in no time also the staff were extremely helpful and the service was amazing.

Best service in town – Been with westnet for over 10 years their service provider has been very reliable in a suburb where other residents have constant dropouts So far I have not experienced any issues to date, service is always good and particularly like talking to local company Issues on a smaller scale have been handled effectively and efficiently highly recommend them to anyone looking for a reliable service.  Show details

Problem solved – I'm a long time Westnet customer, ADSL2 (no NBN here yet) plus phone. After a call to Westnet help line today due to phone line down and intermittent internet outages, issue was resolved within 90min. This outage was due to both aged copper underground line, plus heavy recent rain (a recurring problem). The assistance provided by Westnet help… Read more

line

was excellent. The Telsta tech arrived to rectify problem in less than 60min of my original call!

Brilliant service, no hesitation to recommend these guys.

Everlasting Payments – I changed to another server at the introduction of NBN. The Westnet service was cancelled by the new server. The Westnet cancellation form 'suggests' also filling in another cancellation form. This was not done and now I have found that for many years the payments have been taken out of my account (thousands of dollars) although no service has… Read more

been given. No letters were sent until January 2020 when I cancelled the payments. It makes me wonder how many others are paying for no service!

The worst, avoid at all costs – - No one told me NBN would require physical installation at the property. When the guy came, he drilled wrongly. Drilled extra holes in the wall and just covered it up with some switch cases. Complained to Westnet but nothing came out of it. - Refund (from overcharging me for a service I didn't sign up for) took 4 calls and 3 years to fix. - Told… Read more

customer service to NOT call me during work hours, called me anyway ([name removed]). - Asked customer service to write me an email so I have confirmation in writing ([name removed]), they promised to do so but didn't do it. - Asked customer service to process something for me after I've spent ages on the phone with them, they promised to do it, but a week later when I called, the said person ([name removed]) is now on leave. - Unreliable internet for the last 2 months, but was told it has been fine for the last month. - When I said I want to leave because of poor customer service and unreliable internet, [name removed] said "you should have told us as soon as you have issues, because we wouldn't know". He said this despite knowing my previous customer service experience with westnet (see refund on the first line). As if I would still trust cs at WESTNET?

Honestly, just look elsewhere. Plenty of other competitive providers.

I've been with them 4.5 years. I'm leaving end of the month.

Cut our Business Internet – We are a medium sized business in Dandenong South, Victoria. Westnet has been our provider for around 10 years. We were sent an email advising that our ADSL internet would be cut off on 31/10/19 and we needed to be up and running on the NBN network. I rang Telstra as the NBN install wasn't scheduled until November and they told me that our line… Read more

will remain open until 3/2/2020 and suggested we ring Westnet and advise them that we required the ADSL internet until then. I then rang Westnet and asked a lady in support and she advised that this was correct so I requested she email stating that we would not be disconnected until 17/1/2020. We received the email so were under the impression this was the case. On 1st November we came to realise that they had completely shutdown our ADSL business internet on 31/10/19. We arranged a conference call between Telstra, Westnet and our management but they refused to re-connect and told us that it was impossible to do so once the connection had been cancelled. They took zero responsibility for the lady's email in their support team just saying she had been incorrect in her advice. Would NEVER recommend any business to use Westnet as their provider as clearly they are not accountable for their staff and the information they provide. Extremely unprofessional and unhelpful.

Customer of over 12 years, no more – I have been a customer of Westnet for over 12 years and diligently moved with them from house to house, even interstate. The broadband connection was always very good and technical support was always helpful however, over time, customer service has become more tricky, predominately due to the call centre moving offshore. Now I find it's getting… Read more

harder and harder to communicate any questions or concerns with the person on the other end successfully. The task list of my contacts is visible to me online, and it is frustrating to see the service officer's interpretation of why I called being so wrong. Don't write "no further action required" when clearly there is and don't write "customer happy" when clearly I wasn't . Especially if I can see it. So long and thanks for all the gigs, it's time for me to move on.

Westnet service now SHOCKING: avoid – We have been loyal Westnet customers for decades and used to recommend them to everyone. We had their turbo 3 package, paying around $100 a month for shockingly poor ADSL with speeds below 1MBPS for years with no option to improve and no discount for the appalling speeds. Customer service is now unacceptably poor and we are taking our business… Read more

elsewhere. Just trying to cancel our account was a nightmare. It took the guy 3 minutes to finger-type "customer is signing up with another provider". I am not joking. Avoid.

Dont get ASDL2 – I recently had internet with them & got rid of it after 4 days it was extremely slow took for ever to download & kept crashing staff were useless & no help at all useless internet

THIEVES !!! – Cancelled my service with Westnet after 7 years. Was asked by the accounts fellow for my credit card number in order for a refund to be transferred. Then they promptly made a debit on my card. They stole money from my credit card!!! Several weeks and many phone calls later I still don't have the money reimbursed. Their customer Circus operators… Read more

don't even offer an "oops.. ". I'm utterly disgusted.

Next stop is the Telecommunications Ombudsman and the Police.

Read this, Westnet. Stealing and fraud are criminal offences and I'll be doing what I can to see you fry.

Disgraceful deterioration in recent times – I have been a loyal customer for over 12 years. They used to provide a very good reliable service and exemplary customer service. These days the connection sufferers constant dropouts, the speeds are woefully inadequate and the customer service is disgraceful. Do not use this ISP under any circumstances. I have just signed up with Aussie Broadband. Hopefully, this will be a bit more like what Westnet used to be 10yrs ago.  Show details

Absolute Crap – I used to rave about how good Westnet were , but since being taken over by IINET and then TPG it's probably one of the worst internet companies around. My internet is constantly dropping out and Westnet couldn't give a dam about it. I went months without being able to get online and had to by a Telstra Dongel to get online, so having no internet… Read more

and yet they still took my money every month with no compensation what so ever. My advice is stay well clear of this company.I even had to get the Telecommunication Ombudsmen involved before they would do anything. Can't wait to change companies. So much for 8 years of loyalty

Illegal payments, ombudsman and ACCC notified – Stay Clear. They're losing customers, so they are resorting to cheap tactics - illegally charging credit cards and adding data packs to your account you did not request. Horrible internet speeds - averaging around 6mb/s in an area where my neighbours reported 20mb/s with other telcos on ADSL. Dropouts? Frequent. Customer service? Non-existent,… Read more

at least figuratively. They talk and talk and say we'll investigate this problem, which lasts 24-48hours, and then never notify you of anything. In other words, they'll never say they were in the wrong, unless you press hard, and even then do not expect any recompense but a worthless 'sorry' from someone overseas (who is personally at no fault).

They put us onto a plan themselves. We wanted a no lock-in contract, only to look at our service 3 months later and see it was on a contract.

As far as I can decipher it, they believe they're untouchable and can do as they wish.

Avoid at all costs. If they offered 1000mb/s, unlimited internet, for 10 years at no cost, I would not subscribe. They are that horrible to deal with, and that worthless at resolving issues. I will be contacting legal authorities to investigate them.

Go local if you can afford it, otherwise there are much better international options.

(PS. TPG/Westnet and iiNET are all the same company.)

Run run run to another provider – It was all so simple... could you please disconnect our fax line Westnet? 3 long calls later they finally did....unfortunately they also managed to completely disconnect our home landline (totally seperate number to fax btw) , placed our landline number back in the pool and disconnected our adsl. Um duh... Well done westnet...two businesses, a… Read more

monitered home alarm, a monitered medic alarm and 83 year old mother who lives with us and is reliant on landline phone (we have poor/no mobile reception) all left in disarray. They admitted they stuffed up but...

Three repetitive groundhog weeks of calls with hours of inane virtually incomprehensible explanations from heavily accented minions who have no authority or ability to fix issues but instead place you on hold (again) for 30-40mins while they talk to yet another equally inept supervisor and still...zilch resolution.

An abject lesson in non existent customer service and bumbling moronic behaviour....run run run.

Needless to say we voted with our wallets and now give our money to another provider who sorted out all issues in a day.

Comedy of errors totally incompetent service – We have been a loyal Westnet customer for 12 years because of your excellent customer service. However, in the last few days it has been a nightmare for us to deal with your service. To summarise our biggest disappointment, here is a list of things that have gone wrong during the process of our moving address with Westnet: 1. I specifically… Read more

requested not to disconnect our existing nbn connection at our old address until our ADSL connection is activated at our new address. But the nbn connection was disconnected in the middle of the day while I was working from home and this has caused such a huge inconvenience for our home business as well.

2. A couple of days later I received a notification email/sms and informed that the ADSL connection at our new address was active, but we found out our new phone landline was disconnected with no dial tone and completedly silent (note: the phone line was working a few days earlier with the new phone number you allocated for us).

3. When I checked MyAccount for a new bill, I realised that you have started to charge us a couple days before the new service has been activated. So you have been charging us with a fee for a service that we have not been able to use.

4. My new password that you allocated does not work, so that is another inconvenience for me to check what work Westnet has done (under Tasks)

Slow business service – I have had business services with Westnet for years, and since the TPG takeover have found their customer service terrible. Several times I have had to request a supervisor to get an actual answer to fairly simple questions, after waiting on hold for well over 30 minutes.  Show details

Snail speed – ADSL connection in regional area is very slow. Yes the plan says unlimited but it the equivalent to running windows 10 on a commador 64. Paying $80 a month I expect the speed to be a bit better. Customer service is equally slow running at .24 Mbps and when things get hard they drop out.  Show details

Extremely disappointing support – We’ve had our broadband through Westnet for more than a decade. It’s been fine until we had a technical issue. Our internet dropped out and after multiple calls and modem resets, trying different modems (none of which can detect connection), being told twice that a technician would contact us (only for the technician to be cancelled without… Read more

westnet letting us know)... we still had no internet connection and yet they refused to send a technician. Needless to say we’ve cancelled the service and moved to another provider. A very disappointed long term customer.

incompetent & non communicative – WE were with westnet for 10 years in the last 16 months have been absolutely woeful. we sold our home in late february & contacted westnet to ask to keep our phone number & internet. BUT due to not moving to our new home straight away would it be ok for the 26 days until we moved into our new home which was 800 metres away & 1,1 ks via road in… Read more

the same suburb, sure no probs. silly us, we moved into the home on the 24th march rang westnet the following monday to have everything reconnected, yes, 2-3 days. At the end of the week nothing, apparently the local exchange has asbestos {but the lady who bought our home was connected straight away, not westnet} more calls nothing happened. In desperation & trying to talk to foreign people & being cut off sometimes without even starting to talk we had to go to another provider this was optus & I paid for a mobile dongle which gave me the internet nut no emails & no landline so in in a cross between rage-& helplessness I went to telstra knew nothing about asbestos or a crowded exchange & we agreed for a week out for the technician to hook us up & yep a no show, I informed westnet that we were severing our contract, & we we told by sms they needed a certificate of occupancy because the line was in use, the idiots were only trying to reestablish the connection to the home we had left 5 weeks earlier, how incompetent! another sms saying goodbye then another that the landline number was still on hold. lord lover duck, then with telstra finally connecting us, they inform us that we will be connected on friday the 18th May same day as telstra. Now I can't get rid of westnet as my service provider so still no emails after 52 days & going to telstra we have a landline the internet. but their tomblike silence is appalling, So keep away from westnet-ii net & TPG, you'll tear your hair out.

January 6th 2019 Update: Ongoing saga finally put to bed

Further to the previous review & Westnet 7 months have elapsed & we discovered when we received our bi annual bank statement that we have been charged by westnet for 5 months of fees. Totaling (our figures) over $600 for NO SERVICE talk about the banks charging people for no service. To avoid another months worth of no service fee I started to talk to a rep from westnet, who on checking the billing & talking to his supervisor we received $59.99 still nothing. So i rang westnet again & demanded the remaining moneys & getting hot under the collar & threatening legal action we finally got our money but it wasn't the full amount, my wife told me to quit while we have our sanity. Do not go to iinet (a.K.A westnet) for any telco service.

Finally I let go after 14 years 6 months – After 14 years and 6 months, I have let go of Westnet. The first 7 years and 6 months while living in WA were great, speed of the ADSL was good, service was great. Than we moved to QLD, service was crap, connection speed became slower and slower till we ended up with a download speed of 1.6Mbps, connection dropping out and when you would call the… Read more

so called support team you got the same answer - it must be your gear nothing wrong here. Well after the last continuing outage since the 1 May 2018 and the lack of support we have given it the boot. Never ever will we or our family use Westnet as a internet/phone supplier - my recommendation STAY AWAY from WESTNET if you don’t want to get the run around.

shocking service – I have been trying to get satisfaction from Westnet since December 2017 to NO avail. When they send a response email saying that your query will be answered within a couple of working days they do not say what phone will appear on your landline or mobile if they are ringing you (my bank tells me what their phone number in reply will be so why cant… Read more

westnet) . They do not reply to registered mail,their call centre in south africa closes down tasks without even speaking to you , their billing section in the phillipines do NOT do what is asked for them and now I can not wait to get away from them and considering that I was pleased with their service from mid 2012 (when I was pleased to get away from telstra) until december 2017 I will throw a street party when I am able to get away from westnet. I would not recommend westnet to my worst enemy.

After 15 years of great service, we have had enough & are off to the Ombudsman! – Since IInet call centre has taken over, the service is beyond appalling. We have had continuous dropouts since November 2017, daily, had technician out, he changed some line, said we'll get a bill for around $150 even though we were ready to dispute to the ends of the earth considering they told us it was our belkin modem & to go get a new one,… Read more

get a netgear & same thing happens, DROPOUTS! We have spoken to so many consultants, almost impossible to get a supervisor on the phone, they're rude & say, follow their escalation process. They don't answer complaint emails anymore so we have had it. We are going to file a complaint with the Telecommunications Ombudsman next week. I would NEVER RECOMMEND WESTNET/IINET. Be warned people. Can't believe I used to rave about them for years. There's too much competition now for them to treat their loyal customers this way. I have a business to run & it's affecting it badly everytime the internet drops out.

Wow and snap. I had be think8ng for sometime, westnet had been taken over & is now controlled by the – ADSL. I have never experieced frequent drop outs before the last few months and now its driving me to the point to research online what is going on with westnet. I read the reviews with no surprise. after thinking it may have been my phone carrier. Other problems nothing was resolved. I spoke to westnet in new zealand, the india, then cape… Read more

town. Basically it was totally unbelievable. Did i get the run around? Yes. Sometimes the homepage has chinese written at the top. And i seem to be getting a load of spam which never occured before. All i want to do is talk to the person at head office in Perth. Easier said than done. After many years it is time for me to return to a local server . Westnet has lost its personal touch.

OMG – I’m another long term customer around 17years. All was well until. I moved home. Initially was told I would receive a new better modem,cheaper price and could keep my home phone number. New modem didn’t work. Old phone number disappeared. At least 6 hours on the phone always to different people that assure me all will be fixed until they can’t! Promises of return call never happen. Round and round problems not fixed and no answers. What now?  Show details

Good ISP, average ADSL speeds – I've been with Westnet since April 2017 and haven't had any outages at all. For me this is a really big thing, I need my internet to be available for work. The set-up process was done in less than a week, the Huaweii modem router they provided is decent but the Wi-Fi strength is average. Having said that, the ADSL2 speeds are mediocre,… Read more

somewhere between 3-5mbps.

I haven't had any issues to rely on their customer support, I just use direct debit and the billing is working fine.

Average internet speeds – Unfortunately my internet speeds are a little lackluster. The company have been good and prices not too bad. Support have been pretty fast when needed.  Show details

As good as Telstra – On moving from interstate to Melbourne’s CBD Telstra wasn’t cutting it with there price, dropouts and customer service was next to useless. I needed something better. Westnet was my choice and at $60 month unlimited download and Australian customer service. I couldn’t be happier.  Show details

Absolutely appauling – Appauling company been with them for 10+ painstaking years, AVOID AT ALL COSTS internet cuts off very frequently, talking to support is like dragging nails against a chalkboard, and lord forbid if you want any sort of refund on their part just do yourself a favour and go with someone else  Show details

Cant wait to change providers – Have been with Westnet for many years. Since the iinet takeover and TPG after that I can no longer speak to a local tech person and have to deal with useless people in South Africa or elsewhere. Have had constant internet dropouts for a week and have contacted the support more than 10 times. Each time the person seems to have no idea of the… Read more

history despite quoting a reference number and gives a different response or plan. And still getting many drop outs of ADSL per day

time to change providers – Have been with Westnet for 12 years. Service used to be great but once sold to iiNet it declined and now it is as bas as it has ever been. Have moved house twice in the last year and both times I spent at least 6 hours either on the phone to incompetent service folk in south Africa or waiting for call which never came. I was repeatedly told it was… Read more

my hardware when it was not. Technicians who were supposed to show up never did (however we were required to be at home) and when the service was supposedly connected (after they blamed Telstra) they had suspended the account. Utterly Utterly incompetent and useless. Best leave before they go into administration me thinks.

Do you want the run around? – I was a member of a major computer group in Melbourne. When they ceased their internet provision I did as they suggested and joined Westnet for an ADSL 2+ service. This was about 6 years ago. Initially Westnet was fantastic. West Australian based, incredibly responsive and consumer focused. Since that time and likely since being taken over by… Read more

IInet the service has been appalling. The service itself was ok if a bit slow, but if there is a problem look out. I have had line faults which have taken a long time to resolve. On one occasion the line fault was attributed to a fault internally in my house. As a result, I was charged over $300 for the callout (unilaterally taken from my credit card account). I had to fight that all the way to the communications ombudsman (as the fault was clearly external to my premises) after many contacts with Westnet and numerous re-stating my story. Obviously I was pretty much ignored until the ombusman got involved. That seemed to illicit a fast response in my favour. Dealing with consumer service people offshore is difficult. They do not seem to understand or care about what you are phoning about. My latest issue is with transferring my internet account to another address. I was assured it would happen in a matter of days. It is now 2 weeks and counting. I don't believe this will happen any time soon as maintaining an existing Telstra number (NBN) at the new address seems to be an overwhelming problem. I get little if any advice as to where and how the process is going. There is a log of events which is confusing and not at all in plain english. Might be looking at alternatives very soon.

used to be good, now its all bad – EDIT: was with Westnet for 14 years.. Used to be great, good service and solid connection running ADSL/ADSL2+, but ever since the merger/buyout with IInet, things went downhill pretty rapidly.. ended up with heaps of issues with speed, service, reliability, and cheap crappy hardware. its all ok when it works, but when it doesnt everyhting is a… Read more

drama.. IInet support is a nightmare to deal with, and we felt like most times they just didnt care, doing temporary fixes to get us to stop calling, then never following it up, so you'd be back again the following week with the same drama and they'd do the same 'fix'... Had spoken to a couple of nice people from westnet, but get into anything service or technical and its the awful IInet support.

We have recently switched to an Aust. based company, and have triple the speed and no issues so far, and in cancelling our old service we found that IInet had signed us up to a 24mth contract without our knowledge, and somehow created some account and email issues, which all took a couple of weeks to fix. Seriously, you couldnt make this stuff up.. do yourselves a favour and stay away, I cannot NOT reccomend enough..

Nice people but can’t deliver the services they are charging for.i have had a phone technician out 5 – Connection is unreliable Phone reports a “check line fault” and I lose my dial tone and cannot make or receive calls  Show details