I was an iiNet customer for many years, but when I tried to disconnect my VDSL service and rejoin on the higher speed promo plan, which iiNet assured me I could do several times before doing so, iiNet instead removed my address from their VDSL availability database and have made numerous excuses as to why they cannot reconnect me to the VDSL network at all.
Yet I am still connected to the VDSL network and using the newer g.Fast VDSL with Infinite Networks, who are Australia based and infinitely better to deal with than iiNet. Even the old iiNet VDSL modem is still working.
The most frustrating part is that for me to be connected to my current VDSL provider, another iiNet company called Vision Networks actually has to provision the VDSL to my address, yes the very same address that their sister company iiNet says cannot be done.
So be aware that iiNet can and will try and force VDSL customers on to crappy NBN if you dare try to move to a faster discounted plan. And then iiNet will also make up demonstrably false excuses for the Telecommunications Industry Ombudsman who are not effective in resolving the issue due to iiNet's ongoing stories.
Even though the fact remains that iiNet can connect me back to VDSL because their own company, Vision Networks, has since done so without any problems whatsoever.
iiNet also confirms in writing that they are exiting the VDSL business in Canberra as they roll out NBN upgrades, which is probably quite concerning to many of their VDSL customers, and also quite concerning given iiNet are still actively advertising VDSL promo plans in Canberra at the same time they are supposedly exiting the VDSL market. That seems wrong and unethical if true.
- Start Date: January 2016
- Adequate Speeds: Yes
- Contract Type: Month-to-month
Well that would be great if you can resolve it because there appears to be no legitimate reason for removing my address from iiNet's VDSL database.
Regarding iiNet discontinuing VDSL in Canberra, the below is directly quoted from your TPG/Vodafone/iiNet resolution team in Australia and suggests that iiNet is indeed planning to discontinue VDSL:
"I'm not able to speak for other providers but iiNet will be discontinuing the VDSL products when the nbn rollout is complete which is why we aren't able to offer a new VDSL connection."
I'm happy to adjust my review if it can indeed be resolved properly as your Vision Network is still providing my current VDSL service to another VDSL provider despite iiNet saying that it is impossible to reconnect now.
I don't communicate via social media but my iiNet Resolution reference was: ref:eMU8RqqVpaRUztGgD4qJQA_3D_3D:ref
We'll need you to reach us via our social channels so we can run a quick verification before we can proceed further. Once we hear from you there and get that sorted, we can get started.
I have responded 2 days ago but you don't reply to FB Messenger on your official iiNet Business chat so far
The above reference for the TIO complaint and your Resolution Team reference should be more than enough to identify and resolve my issue. Or just answer the FB Messenger chat.
We've received your message and are working on getting this all sorted out.
Thanks, it would be great if this can finally be sorted out after months of frustration.
Hi, any updates? This has still not been resolved, there is no physical problem, just an "admin issue" so it shouldn't take this long to resolve
Hey Shane, we're still looking after this and have replied to your private message on Facebook.
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Hey Shane, we're still providing Ultra VDSL2 in Canberra and aren't going anywhere. If you were connected with us before but don't see your address as available when checking it now we're sure we can get an answer on why and get you connected once again. Send us a message on one of our channels below and we'll take it from there. - Facebook - https://m.me/iiNet Instagram - external link X (Twitter) - https://x.com/messages/iiNet