iiNet

We made a critical mistake by moving to iiNet from another provider based on promises that iiNet had made. From the onset we have had nothing but trouble and sadly our Christmas Day was ruined because we lost internet and guests and family with children were deprived of family movie plans , social media etc., The weather in Melbourne was bad so we were stuck in the house , with internet speeds of less than 15 and spent hours on the phone with iiNet in trying to get a solution.
The customer service of iiNet as anyone can see from various platforms, is vey unpleasant as they are rude.

I signed up with iinet over 2 years ago, I have had wifi drop out issues since signing on. I had spoken to their tech support often in that period and only now one of their tech support noticed that the modem provided to me doesnt support the ultrafast plan and there is even something on their website regarding this modem. Their plan cost more than their competitors, i was told to get a modem that supports myplan I have to sign up again as thats the only way to get that modem that supports the plan I'm on or I get my own modem and they will match a competitors price. Another option was they can send me a modem that will support my connection over ethernet only. They can't offer any other compensation for the issues I had over the 2 years because of their error. I spent 2.5 hours on the phone to 4 different people over the past 2 days.

Approximate cost: $154

Have been with iiNet for 8 years and have had constant issues for the last 11 months with 35+ hours spent on the phone and three technician visits the issue has still not been resolved.
There have been at least 8 occasions when I have been told "we'll call you back" and they never do.
On three separate occasions I have been told "we'll transfer you to that department" only to be left on hold for more than an hour and a half.
iiNet support always makes promises about a "credit" to make up for the issue but have never followed through with their promises until this week when I was offered two months credit, which is quite honestly offensive after the amount of time/income I have lost trying to deal with iiNet and get the issue resolved.

I have come to realise iiNet does not value their customers at all.

Approximate cost: $80

Our business is in ruins as we speak, we came into our small business office only to find our internet is not working, we did troubleshooting to no avail, we called iinet and no exaggeration after 1 hour and 20min we got through only to be transferred elsewhere, after back and forth we get told that our service has been disconnected and they didn't know why. they said to chase TPG, our bills are directly debited and we are in credit. till now no one has reached out, they left us in this mess scrambling to save our business, shame on you, disgusting service.

I would not even give them one star if I could !
NBN box decided to die, finally got a technician to come out and new box worked for all of 2.5 days! Now the internet will decide sporadically when it works and went it doesn't!
Been on the phone to them for the past 3 days demanding a technician to come out & they haven't! When they did call it would be late hours of the day when we decided that they wouldn't be calling !
Absolute bunch of flogs ! Asked if I could speak to their manager who they assured me that they would call me within 30 mins to an hour yesterday @3pm & still haven't received a call!
Currently studying my bachelor of nursing & have to leave my house to be able to continue my assignments ! Informed them I'm not paying my bills! And now am going to a different company.
DON'T GIVE THEM YOUR MONEY UNLESS YOU WANT TO BE PAYING FOR A SERVICE YOU CAN'T USE!

Approximate cost: $75

IInet has no respect to loyal customers
NBN
I have been a customer with IINet for 17 plus years since the ozemail days. Today I wanted to upgrade my 50 speed to 100 as they advertise $89.99 for 12 months, I was told because I'm already a customer I would have to pay $99.99, the $89.99 is for new customers only. Hard to choose when Mates and TPG and others are cheaper. I would of like to stay with IINet but I would have to reconsider my loyalty and of my family.
Loyalty doesn't count to IINET.

Very poor customer service. They seem to go out of there way to make life difficult. I am a customer of more than 10 years and I'd say this is the worst service of any company I have experienced in that time. They aren't even cheap. Avoid them and live a better life.

Approximate cost: $65

I signed up with iiNet for my home internet. I thought the pricing was decent and there was an offer of one month free. When things seem too good to be true, they probably are, and that adage applies well here.

There was a guarantee once my order was processed, that my modem would be sent within 2-5 business days. It has now been almost 3 weeks and not a single update provided. I’ve called iiNet three times and each time the customer service representative has straight up lied to me and said the issue would be resolved in a few days. Finally the rep I spoke to today admitted they are having some sort of system failure on their end and there is not time frame for the delivery of my modem.

The poor customer service reps are offshore and just reading from whatever script they have. No power to help at all.

I haven’t had internet for three weeks, and I work from home!! Whatever you do, DO NOT USE iiNET. They are essentially scam artists who will take your money and never send the products you paid for.

We have a business account and run a call centre which requires internet to make calls.

Monday morning, no internet. Great.

Been on the phone to iiNet since 9am. It is now 5pm and there has been NO PROGRESS what so ever.

On at least 7 different occasions the line got cut off while on hold or speaking to an agent.

We went out to buy a different modem as they requested, still not working. Requested a technician on site - Nothing.

Had to send 15 employees home and lost so much money due to iiNet's incompetence.

We have 14 different offices around Australia and we will be transferring every single one of them to a different provider.

Terrible, terrible, terrible service and experience.

Poor internet connection. Only can watch YouTube. Most of website are inaccessible. Terrible customer support, send their technician twice but no result. Not recommended to anyone.

Transfer after transfer with this lot, you have a problem and they just love transferring you around the Ferris wheel of robot sounding humanoids.. I think I went around the world with my last one, from South Africa, Malaysia, Philippines and then finally Australia where they guy literally said BRB and never came online. The Aussie bloke was the supposed senior engineer, very professional. Within a month, I cancelled my NBN because they couldn't get my internet working. One of the biggest waste of times

Trash. If you need any other human contact than the sales team this is not the place for you.

Huge wait times, the tech team gave no idea what they are doing, half the time calls “just drop out”. Then enjoy waiting again.

Will suspend your account if your late on one payment within 14 days of payment due. I overpaid a lot of money on an account and getting that back was like pulling teeth. Any time you talk to a staff member just assume it’s their first day.

Avoid.

The service was passable--tho some outages over the years, & very slow in the evenings.

The real problem in dealing with these guys is their greed. When the service was cut off for 3 weeks in 2016, it took a month of phone calls & emails to get a refund. They granted me $13.

When I cancelled my service on selling my home, with a spotless 7.5-year on-time payment record, they told me on the phone they'd cut it off that day--then proceeded to delay the cut-off into the next billing period. Allowing them to charge me an extra $90.

The attempts to get my $90 back have gone on for well over a month now - a dozen phone calls, and as many emails: it's obviously a iiNet policy to make a refund so difficult to obtain that the customer gives up.

I'll be switching brands in my new home.

Was signing up for an additional service and advised iiNet would cover the cost. I clarified this as there is currently no cable or conduit to the home. iiNet said they would install the cable at no cost to me. It was to lock me in to a 24 month contract and also to recognize my 25 years as a loyal customer.

On the day of installation the NBN tech said they cant install as there was no cable or conduit. I contacted iiNet and they said they wont cover the installation. (Regarless of what they promised when I signed up).

I have the call recording (provided by iiNet) to confirm this. Sadly I cant share this as iinet have advised its their property.

iiNet dont seem to care about loyal customers and will say anything to lock you in to a contract. Avoid iiNet at any cost!

The worst, worst, worst internet speeds, service you can imagine. After 6 months of battling, iinet doing nothing proactively to help us, us spending in excess of $250 in private technician fees at iinets request to find iinet has a faulty line connected to our house, they totally deny our claim for compensation.

If you want dial up speeds, uncompassionate, unfair customer service then iinet have made a business out of it. Literally, over 100 service drop outs each month, speeds of 1mb at best when connected over 6 months and they do nothing but laugh at you.

Never choose iinet. They don't care at all about their customers

Approximate cost: $70

We had iiNet NBN fibre in our previous home for just over 1 year and everything was good but since we notified them that we were moving house to an ADSL2+ service, everything has been disastrous!

Their handling of the move has been atrocious with tasks not being completed correctly, using wrong telephone numbers and email addresses and never calling back when they say they will.
They also have a bad habit of updating their online tasks with what is simply false information.

Everything they have done has been wrong and we eventually had to raise 2 complaints with the Telecomms Ombudsman to get anything done as they just don't care!

The ADSL modem they sent had the wrong splitter with it so we were told that they would send a new modem with the correct splitter.
Now they have sent a fibre modem without a splitter and credited us with the cost of buying a splitter from JBHiFi.

We have been slowly getting results and only once we buy the splitter will we be able to connect home phone and broadband modem together yet we were supposed to be "live" on 26th June.

One of their customer complaints "senior" people is dealing with the TIO complaints and even he said that there was an increasing number of problems within the company and the number of customer complaints due to this is rising rapidly...not good!

His customer service has also been lacking so don't expect any phone calls even though their staff promise they will call you and expect them to guess what your problem is without contacting you at all, then closing your query on their system!

If you want good customer service from your ISP then avoid iiNet!!

*** UPDATE on 11th July ***
They have now closed one of the TIO complaints even though there are 2 out of 3 issues that they haven't even looked at yet so I have had to update the TIO!!

They really don't care about customers so you have been warned!!

*** UPDATE 26th July ***
Still working with the Ombudsman but not all issues resolved yet but they are now looking into the 2 issues which were ignored initially.

We have been dealing with one of their Dispute Resolution team since 5th July and his efforts to get all issues resolved are just as bad as the other employees they have.

It is funny how iiNet employees have selective hearing...they conveniently ignore anything they don't like and only remember what they want, even though they are notified in writing several times about issues!
The level of incompetence in the organisation is amazing and I'm sure if they don't vastly improve, they will lose a lot of customers!

Been with IInet for over 12 years, was once proud to be part of it, they are now the worst IP to deal with, Terrible service, internet that drops out repeatedly, documented faults that never get fixed. Absolute disgrace of a company to deal with since TPG getting involved.
AVOID!!! AVOID!!! AVOID!!!
Don't bother wasting your time with the TIO either they are totally in each others pockets.
99% of all these bad reviews are so dead on and accurate. take the time to research and you'll realise IINET is not the way to go

Approximate cost: $60

Hi
I am just taking the time to share my situation with you all, please be mindful of iinet especially if you want a fast internet and good service!you will not get it with them
iiNet is an absolute disgrace. There service is poor, they hang up on you when you call, after you have been waiting for over an hour, twice this morning , never reply to my emails
I have been with you for almost 2 years now and what do I get in return for being a loyal customer, absolutely nothing. You state that you give good service…absolute rubbish !! reps who work there have no manners ,uneducated . Our Internet drops out every 5 min .
Can’t provide a service at all . I advised by one of they customer service reps to purchase / upgrade to high speed more expensive plan . Everyone please be alert !! iiNet do it on purpose , slowing down speed , so clients will go to more expensive plan!! I find out today as rep was advising me to spend more money !!
still paying for a service that we are not getting….
One not happy Customer. This has been ongoing since October……I hope IiNet will loose many customers due to internet speed control . This will be posted multiple times , so people will see it again and again , I hope they don't get new customers .

What a great experience I received from iiNet over the past week. Ordered a Fetch TV service on Thursday and received it on Monday! Proses was seamless...thank you yet again for being the best.

Moved to iinet adsl & ph 3 mths ago and have called them with issues probably 30 times. Internet and ph down for weeks at a time. Now received a bill for an extra $200 in fees to resolve an issue that was their fault. Will change provider asap.

We began the process of going with iiNet for ADSL and purchased a modem from them. When Telstra came to connect our phone line we were informed our phone line was damaged and a new trench would need to be dug. This was not possible as we are renting. We cancelled our plan with iiNet and we were told a postal bag would be sent to us to return the modem. Instead a second modem was sent to us. After many calls and waiting for 'call backs that never happened', I explained the problem and was assured 2 postal bags would be sent to me to return the 2 modems. I have now just received a 3rd modem in the post!...and have spent another couple of hours on hold and waiting for 'call backs' to try and explain the situation all over again.

I phoned Iinet and spoke to a lady [redacted name] and after having to repeat myself over and over with what appeared to be her difficulty understanding what I was saying I spelled words using the phonetic alphabet and I finally signed up.
I received an email with my account name and it was spelled incorrectly. So i emailed them and was informed someone would get back to me. No one did. I phoned and had the same difficulty with language barrier. I hung up. Later that afternoon I received a call stating my satellite connection would be set up 10 days time and a technician would come to our place.
I mentioned the incorrect spelling of my name and I got "Sorry to hear that sir" and she hung up. WTF I thought.
So i phoned again and spoke to a [redacted name] who said she was able to change the incorrect spelling. I then mentioned to her to check the day the technician was due and she stated there was no connection for that day. In shock I gave her the reference number and she still couldn't find an appointment. She stated she would get back to me. No one did. So the next day I called support again and didn't bother with a name and asked her to check the appointment time and she said it was 18 days time. No one informed me of the change of date. I had enough so I cancelled my impending connection with Iinet and told the lady that the customer service is appalling and borderlines on disgusting. She said I would not be charged as it was in the cooling off period. She then asked me is that my final decision? WTF. I had only experienced 6 days of their bullshit. I am now waiting for Port 1 to be closed so I can go with another company. This time if it is offshore customer service I will hang up instantly. Iinet W.A. [redacted offensive language and name]

Approximate cost: $0

Major points:

- Call wait times are horrendous
- Attention to detail non existent
- Customer service appalling
- Technical support non responsive and careless
- Border line criminal by incorrectly billing $100s to my account.

Ever since Adam internet was taken over by iinet their service has declined rapidly and the service is what I can only describe as appalling.

I've been with iiNet for 8 years. Over the past year and a half they have been absolutely awful. If you have a problem that needs resolving, prepare for weeks of phone calls, being put on hold for an hour and unfulfilled promises.
Incredibly frustrating. I used to love this company, but after several issues resulting in weeks of phone calls and emails, I now can't wait until my contract is up and I can switch providers.
Avoid at all costs.

Approximate cost: $90

I was a previous iinet customer returning, I now wish I never returned.

I signed up for a $69.99 per month service but iinet have decided to charge extra for a home phone that I never agreed to.
I have called on numerous occasions with one person deciding to not return any calls from the account enquiry help line. The next person I spoke with agreed that I had been overcharged as he could see that a home phone was not part of the package deal and that a credit would be issued before the wrong amount was debited from my bank account. Of course that credit never came and I was over charged on the direct debit. On my frustrated call to the "service centre" the next operator could not find the notes although all conversations are recorded.
Next the phone disconnects and no one bothers to call me back so I call them again only to be placed in another 35-55 minute queue.

The next operator to call me says that another operator is handling and that they will transfer me , this just like the previous person said who hung up mid conversation. I might add that most of the operators are very difficult to understand due to their strong accents and terrible pronunciation of many English word,

AVOID iinet.

This is part 2 to my issues with iiNet. I have listed my first complaint (that actually resulted in a call from someone at the bottom of this post)
Long story short, if you are considering iiNet as an ISP find literally anyone else!
I have tried to be understanding, I have tried to be calm, I have tried escalating my concern within iiNet’s resolution framework. Literally none of this has actually worked.

Last week through desperation I turned to social media. I posted on iiNet’s Facebook page in multiple areas. No response. So, I turned to product review sites. Finally, someone responded to my concerns, and called me back. After a brief discussion with a "senior manager" I was told they would be looking into my concerns and account and would call me back. It seemed like I was actually making progress for once! But alas, that afternoon I receive a txt saying they hadn't finished considering my situation, they were away Friday but would call on Sunday...needless to say, I am yet to hear back from them.

Upon logging into my iiNet toolbox, why was I not surprised to find that Task 299071322 (ESCO Call Back) had been closed...like every other complaint I have had before. Not a call back, not an email, nothing. I tried to write back to the post in the hope that someone might actually respond seeing as it worked last time, but nothing.

Task 289232258 (Monitor/Fault Investigation), well that just seems to get passed from one CSM to the next, It’s just another iiNet customer service pass the buck customer service policy.

And finally, Task 299014418 (Social Media Touch). It's nice to see that iiNet actually pay attention to the negative social media that is posted, too bad as has been proven over and over to me, they can't actually find a way to resolve these issues.

I have discovered social media is a powerful tool that seems to make iiNet pay attention. If I can make one suggestion for all of you having issues. Post them on Facebook and any review site you can find. They may actually start to take notice of their terrible service.

In a final attempt, 2 days ago, I emailed multiple people (including the following advised to me by another disgruntled customer [email protected] & [email protected]) at iiNet informing them of the continuing lack of help despite senior management being involved. All I asked was that I would like someone to either call or email (despite an ISP's reluctance to actually email, probably to avoid any records) to resolve my concerns.
On the last call after my multiple posts the "senior manager" asked what I wanted to resolve the issue. I told him to read my email and tell me what iiNet thinks they have done wrong and what they think is fair and reasonable. Taking the approach of letting your customer service department look after what they think a customer is looking for was obviously the wrong decision, albeit a calm, rational and open minded way to approach the situation.

Seeing as this didn't work yet again, take note iiNet, I want you to waive the installation fee (for the botched installation and my lost income to take an additional day off work), waive the January VDSL charge (as the account was charged for a full month despite a loss of connection, AND I was assured that I would only be charged for the days I was connected) along with waiving the February VDSL charge for overall terrible customer service, and the hours spent trying to resolve this, I feel, would be at the very least fair.

I would like both an email from a real person (not Matt Conn, who if you’re an existing customer I’m sure you have seen his automated emails) acknowledging my concerns and the steps to be taken along with a phone call from someone that can actually do something. For a phone call please note, I can only take calls between 9am - 5.30pm AEST and 6.30pm - 10.30pm AEST. If you don't reach me the first time please try again.

If anyone is interested feel free to re-read what I posted last time on Facebook and productreview.com.au to actually get a response from iiNet. I have included my original comments below for anyone interested.

I will be posting this in as many locations as I can find, I urge everyone who has had a negative experience to do the same and we may eventually get some action.

iiNet I do hope you take this seriously for once, it won’t stop.

“PREVIOUS POST”

Hands down the worst customer service I have ever received.

Having previously been with iiNet when they took over from ACTEW Grapevine, and I have to say they provided exceptional service. I was looking forward to getting another VDSL connection with them. How wrong I was…

iiNet should be embarrassed by the service they are providing to their customers.

It started with initially setting up my connection on 12/12/16. As a previous customer my details were in the system and just needed some basic updating, address, phone etc. all going well so far. I was told I would receive an email with some information on my new account and the process for connection (perfect!). I was asked if I needed a modem for this connection, which I declined. The service was great, the iiNet rep also ran me through a phone plan he could offer me, which I agreed to as it was much better than the one I was already on. He said the SIM would be dispatched and I just have to activate it when it arrives. Great outcome for all, I have my internet setup underway & a better phone plan, iiNet have a return customer that they have also signed up for an additional service.

Task 295932171 - When the customer service representative failed to tell me was that the SIM would actually cost me money, not a great start. It was only $10 but I would have liked to have actually been told. As well as the surprise charge, they also dispatched the SIM to my old address (of 5 years ago). I called them up to mention the SIM charge and the error in delivery address. No worries, they apologised for the error in delivery address and would send another one out…for another $10. So now I have an account charged $20. After a few phone calls I finally spoke to someone where I could explain the situation, it wasn’t the easiest thing to resolve but they did waive the charge for not disclosing the initial SIM fee and the replacement one as well.

Task 295931836 - Now the internet. On the 12/12/16 (the same day I called to set up my VDSL connection) I did receive an email. iiNet said it’s friend’s Visionstream would be in touch to book a connection appointment. After 2 days I hadn’t received a call or email with any further information, I sent an email off to iiNet just to get an idea on what the timeframe is for contact. As seems to be standard practice for iiNet, they never responded. So I left it a couple of days and then decided to hold for the standard hour or so to discuss it with someone. To say that the customer service representative didn’t want to give me the information on the progress of my account would be an understatement. Turns out iiNet hadn’t even processed my application, so Visionstream were not even aware that they needed to contact me. I was advised that they were still processing application from the 4th and didn’t know when they would even get to mine. This story didn’t quite match with the thanks and congratulation email that I had received back on the 12th.

Anyway eventually someone was in touch to set up the installation, for the 17/1/17, a little longer than I was expecting, understandable for the time of year, but poor customer service from iiNet for not at least telling me installations are delayed at the moment. I would not have had a problem if I had known from the start. Back when I first set up everything I specifically said I did not want a modem, so you could imagine the surprise when I received an email letting me know I had a new modem on its way for $60. I decided I just couldn’t be bothered to go through the hassle of dealing with customer service on the phone again then collecting and posting a modem back etc. I sent an email at least making them aware of the mistake and how disappointed I was with the service. I thought maybe someone might see I was getting stuffed around a bit and would contact me to try fix it. I wasn’t surprised anymore when they didn’t.

The big day comes, the installation happens, we finally have internet. That went great for 17 days….when it then stopped. Tech support seems to be the only team that actually helps and is pleasant to deal with. Unfortunately this time the issue was something where a technician needed to come back out again. So another day off work would be needed and we are without internet for another 14 days because they can’t get anyone out sooner. To top it off I receive the charge to my account for installation of a product that isn’t even working. After speaking to someone (Task 298232258 if you’re interested iiNet), I was advised that I would be credited for the down time of my service, a full investigation would be done on my account (whatever that means), and he would personally look after this and call me between 6-9pm once my service is up and running with what he has found…you wouldn’t believe it though, I’m still waiting for that call back! What iiNet has done really well, is make sure the invoice for installation and 2 months internet connection was sent to me the next day. The best part, the “credit” for the down time seems to have been overlooked.

If someone at iiNet would like to actually look into this you can find it in the 6 emails I have sent over the last 2 months that you never respond to. They are obviously read because they then show up in my Toolbox being passed from one customer service representative to the next before being deemed “safe to close”

iiNet seem more than happy to take people’s money and charge at any opportunity, but providing the services they advertise, basic customer service, and accuracy in invoicing seem to be a little more difficult.

As I have said to them before, I look forward to the day that NBN becomes available in my area so I can cancel every service I have with them, although that didn’t seem all that concerning to the customer service team.

There are plenty of ISP out there, and it wouldn’t be hard to do better than iiNet.

On the plus, it’s only taken over 2 months for iiNet to actually install an operational internet connection, so now I can write this post!

Approximate cost: $80

Tried to get Internet with this company and never have I dealt with such incompetence. 4 days of phones calls trying to resolve the problem a day each call started with at least an hour on hold. Each call I was fobbed off and told different things. I was promised a call back on 2 occasions and set time aside in my day but the calls never came. 4 days of my life were wasted on hold and waiting for calls from the company. Nothing was ever resolved and I was going round in circles. The most appalling company and customer service. Avoid at all costs! I have cancelled my service after them failing to connect me. They also owe me money which I'm do not hold out much hope for. I am taking my case to the ombudsman.

Unreliable connection and non-existent customer service. I'm on a cable plan in Geelong which is rated at 100mbps but varies between 80Mpbs (which is fine) down to no service at all. The drop outs and slow speeds generally happen from 4:00pm until late into the night, so it's pretty much useless outside of work hours. The last speed test I ran was at 4:30pm with a download speed of 0.68Mbps, which is the fastest speed I'll get until tomorrow. This has been happening regularly for the last month and iiNet's advice after being on hold for 40 minutes is that it will take another month to fix. Calling is no use and emails are not answered.
Make no mistake, iiNet is a bad option. Simple text based web pages like this take up to five minutes to load and using anything that needs more data is out of the question. At iiNet's current rate, downloading data takes 147 times longer than it should. iiNet thinks this is acceptable thinks I should be happy to pay full price for it. If you're in the market for a new ISP, read as many independent reviews as you can before choosing one. If you do read genuine independent reviews, I doubt you will choose iiNet.

I was generally happy for 11 years. But when your internet drops out for no reason 3 days ago, you expect action.
No a fault prevented my fault from being lodged. The customer service told me to remove the ethernet cable before hard reset, well how is my modem going to get the new instructions not connected? They then hung up on me.
Waiting for a resolution. I agree with other recent posts - iinet customer service is on the nose - leading to customers wanting to get out for good.

Technical assistance line - wanted me to wait over an hour.
Not once, but EVERY time I have rung for a simple email password issue over the past week.
This is unacceptible.
Been with iinet for over 14 years and have never seen such abysmal customer service Iinet - YOU ARE LOSING LOYAL CUSTOMERS