I signed up with IINET in July and paid the initial set up fees and waited the period suggested for the Internet to be connected, which was 10-20 days maximum. After the connection still not functioning after this period I made the first of many painful calls to the IINET support staff. After gaining no traction a technician was sent in order to determine the fault with the modem/connection. From here it was established that there was nothing wrong with the modem and that there was an asbestos pit out the front of the house that would need to be replaced before the wires sitting on the grass could be connected. (I made this abundantly clear on several occasions to support staff)

As another week had gone past and yet still nothing had been done to rectify the issue, I contacted the IINET support staff again in order to find out how they intended to resolve the issue. After this conversation I was informed that the issue would be resolved within the next week at the latest. Following this a Telstra technician was sent out in order to connect the wires, who then again discovered the asbestos box that would need to be replaced before he could do his job (this might have been a key point of discussion between IINET and Telstra before wasting even more time)

I then proceeded to contact IINET to find out when the issue would be resolved with the asbestos pit being removed and replaced. At this point I was informed that they couldn’t give me a date of completion but it would be approximately two weeks.

After several additional phone calls to IINET customer service to find out when the matter would be resolved, two of the many separate phone calls four days apart resulted in the clueless employees telling me that everything will be in working order by tomorrow in an attempt to end the conversation with no real intent of problem resolution.

Further to this these same employees seemed to have zero background information despite asking for personal details each call which would imply that there was some sort of record keeping procedure regarding a customer fault resolution case. On the rare occasion when speaking to an IINET employee the staff member would actually know what an asbestos pit was and you could continue the conversation to be put on hold for the next half an hour. Other employees however ignored the explanation given regarding the issue and continued to repeat the same procedure asking the same irrelevant questions such as “have you tried resetting your modem” or responding with the tactic of consulting with a supervisor and placing you on hold for ridiculous periods of time in the hopes that you would hang up.


My experience with IINET thus far has been laughable with the process dragging out over a period of more than six weeks, made worse by the fact that there are paying tenants living in the house waiting on this issue to be resolved. Currently we have been given no indication as to when the problem will be resolved despite IINET happily taking our money and continuing to bill us for services we are yet to receive. I strongly advise anyone considering choosing IINET as their provider to relieve themselves of the hassle and look elsewhere before hand as the process and lack of informed or caring staff members is far less than tolerable.