132 reviews about iiNet

verified email - 12 Jan 2024

Disastrous consequences

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.

verified email - 16 Dec 2023

Poor support

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

verified email - 12 Dec 2023

Avoid at all costs

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

verified email - 24 Nov 2023

Ruined our business

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.

verified email - 02 Nov 2023

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

verified email - 03 Oct 2023

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.

verified email - 22 Sep 2023

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

verified email - 21 Sep 2023

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.

verified email - 15 May 2023

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.

verified email - 18 Jun 2022

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.

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