Scammed my mother in law to get a phone/NBN plan. She had trouble with the phone and NBN, and they never helped her. Then we rang numerous times to disconnect but they were useless. They kept saying they couldn’t find the account even though we gave them the phone number, address and email address. It turned out that we never ever received an account from them for years because THEY typed the email incorrectly in their system (one letter was wrong). We therefore never had the account number. AND the email address was supposedly the reason they couldn’t close the account (even though we provided the address and phone number for the account).
Buyer beware poor service - constant run around
Unsubstantiated data use when my phone was turned off. A service model which seems to include stalling, transferring, being unable to find the manager. They will offer to call you back and won't. Six hours on the phone on six occasions nothing is resolved. Abysmal service poor products (internet and mobile), choose anyone else. After six years we are leaving, don't waste your time or money.
Bad Bad Bad
Only one in ten technicians know what they are doing
Promises to call back never happen
Different advice from different people constantly. Long periods of being on hold.
This provider was once five star now less than one
i have been with iinet for over 12 years and the customer service has been good until they got involved with nbn. I was lied to by the sales department and told my service would be cut off if i didn't switch to nbn, a telstra technician confirmed this with me. I have been overcharged every month except the first one on nbn,
when i rang to complain, the service stopped working and after a month it still is not rectified. Every time i phone them someone tells a different story about what is wrong and why and that they will escalate the situation. The only things escalated by these clowns are customers frustration and blood pressure.
AVOID LIKE THE PLAGUE
After nearly 17 years with westnet and being happy with their service.
The last 2 years has been pathetic.
Still waiting for a call from their tech team after 3 days and having called them in the interim to remind them.
Customer service crap
Our internet started dropping out end of 2020, problem has gotten increasingly worse since. After cyclone Seroja went through (12th of April 2021) we are reduced to resetting modem etc in order to get approximately 20min of internet before it drops out again.
I have made multiple calls to Westnet support & so far they have not even been able to change contact info correctly & internet is still down.
I have wasted days waiting for & making calls to, & obliging them with their repetitive diagnostic test, all of which were fruitless.
We are trying to run a business & are solely reliant on wifi due to lack of mbl coverage.
Very very unhappy, & disgusted by the sheer lack of basic humanity.
- NBN 25/5 (Standard)
I am so disappointed and frustrated, I would not recommend WestNet
I have been dealing with Westnet about connecting my elderly mother to their Seniors Plan.
The 1st customer service officer entered her address wrong.
I have spent now 3 hours in calls and emails and the NBN Co just messaged me saying they will attend this week and the incorrect address is still showing.
I called and the lady at the call centre said she can't help me as I am not nominated on my Mums account (my name is listed on the online account as a contact, the email and the phone number on the account IS my email and my mobile which she c...
- NBN 50/20 (Standard Plus)
Avoid westnet at all cost - their support is terrible!
I have been a high end client of Westnet internet for over 10 years, and for the most part I have had very good uninterrupted ADSL and NBN broadband service until recently. My internet service went down on Thursday the 28th of January 2021 so I contacted Westnet support immediately to notify them of the issue. This happened the same day I paid for my next month internet fees.
At the time I was already beginning to suspect that the issue was with the modem and told Westnet Support this. I also told them that I was going away on Monday the 1st ...of February 2021 the following week and I would be uncontactable from anywhere from 4-7 days because I was heading out bush to go prospecting. So Westnet was advised they had a very limited opportunity to resolve the issues before I was due to go away. They couldn't send out a NBN technician until Monday the same day I was due to go away. The technician arrived 30 minutes before I was due to leave. I had people waiting for me also at the time. The NBN technician advised me that the issue was with the modem that was supplied previously by Westnet. I told the NBN technician to advise Westnet Support to request for a new modem to be sent to my address and to have my service restored before I got back from my trip away. I came home the following Thursday, 4th February and as soon as I was in mobile range I had a flood of missed calls from Westnet. As soon as I pulled up in my driveway the phone rang again and it was a Filipino guy from Westnet Support who told me that I still had no WAN Synch or service on my line. So they knew I had no connection still and it was now one week since I last had a working internet connection.
Very Poor Service
I've been a customer for 20 years and the level of service is getting worse and worse. The latest drama was when I recently moved house and organised a transfer of my internet service. It was confirmed that the transfer would take place on 11/12/20. On 16/12//20 I still didn't have internet and went through the process of making multiple phone calls to get some action. They are supposed to have a voice ID system but it NEVER works so I always have to give all my personal information to someone on the other side of the world. Who knows where tha...t info goes? Anyway I was promised a call back on 17/12/20. I'm still waiting. Since then I have lodged several complaints but I still haven't had a call back. The last one was promised 2 days ago. I'm still waiting. They can't seem to get anything right and their staff hang up if it gets too hard and then another call with the whole ID process all over again. Absolutely hopeless and getting worse.
Rather give zero stars
I have many of emails in which I'm not wanting to put on here for I have sent at least 20 emails to customer service I've also called in 5-6 times still nothing has happened to fix my problem
Poor service provider
I have been with Westnet since February 2019 with the senior plan that was fine. Then with coronavirus, and isolation, i decided to get a new smart TV which meant I needed to upgrade my plan. This was a few months ago, I was supposed to get speeds of around 40. I have contacted them so many times as I am just so bloody frustrated, I try to go on Netflix it just circles and circles come on then circles again is causing so much stress no one I know with families using numerous TVs and laptops has this problem. I have spoken with them so many time...s sent pictures of speeds as low as 2 and 6, Yes and I am paying $80 a month. They tell me to do this and that and I do everything but still have the problem. Would not recommend them if I could get out of this plan I would.
Appalling lack of service for Seniors
A 98 year old lady who lives alone was left without a phone service or any form of communication for 5 days and again this week for 2 days . I called customer service on her behalf from my mobile and after many calls and being kept on hold for long periods they were no help. I threatened to get legal advice and eventually a technician came. All very stressful
Do not use Westnet
I live in Melbourne and have been a customer of Westnet for 12 years. No more. I applied to move from ADSL to NBN, bought the extra tech they insisted on, but the NBN set up didn't work. However, in the meantime and without confirming the NBN set up had worked, Westnet had shutdown my ADLS connection and they say it can't be re-established. In the middle of a pandemic when we're all supposed to work from home Westnet has removed my internet connection.
I hate Westnet!
I have been a customer since Westnet were self-owned, and stuck with them for way too long. My NBN service is sketchy but the biggest frustration is the accounts and billing. I have just notified the company for the 4th time that they keep billing an old account, and I've updated my account details. Every customer service rep is so apologetic and swears they've fixed it, and every time they keep billing my old account. The payments are taken before the bill is due, sometimes before the invoice is even issued. I am about to report the company to the Australian Competition and Consumer Commission they are that ridiculously awful.
- Westnet Internet
After ten years I expected better.
As a long standing customer of 10+ years, I expected a different level of service when I ran into difficulty. My husband is a FIFO worker and at very short notice found himself on a site that had no wifi. I had three mobile phones with Westnet and had never once used more than a quarter of the data that went with the plans. So, I figured I would see if Westnet could kindly waive the fees for the excess data that my husband would necessarily be using as a goodwill gesture for my loyalty. The rep I spoke to was extremely rude and unhelpful and b...asically told me that, regardless I would have to pay. Then she hung up on me. This, I feel, is what happens to every company who sends their customer service off shore. When I chose Westnet, it was because they were based in Perth but now when they are not even Aussie owned they have gone down hill rapidly. You have lost my $1559.76 per annum for the sake of what probably amounted to $20 in assistance.
Questions & Answers
Does anyone have a phone number for management of Westnet in Perth (not the call centre in Cape Town)?
I don't think you can talk to anyone in Perth, I've tried without success.
Sorry Hunter, you will not find anyone in Australia, it's all foreign now. I have asked previously to be put through to someone in Australia. Can't do apparently. Good luck there, if you do find someone in Australia, please post on here, so I can ring and speak to someone who speaks the same language I do (plain English).
As I am lucky to live in Perth I am going to drive to their office and demand to speak to an australian in person..
Why does Westnet have it's technical team located in South Africa?
So you cant find them
Worst service ive ever had
Ive been with westnet for 16 years without a problem. Now that tg own it their service is non existent
Westnet were bought out by iiNet in 2008, then TPG took the reins in 2012. The cape-town call centre is iiNet's, however the Westnet brand also utilise them, among other brands.
Westnet is nothing more than a brand now, one that iiNet sullied, and TPG have utterly destroyed.
People should really pay attention to the news when take-overs are concerned as often they are NOT the good news that they're touted to be at the time.
After reading all these complaints I defineately won't use westnet. I have been getting calls as I am with iiNet now
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