Not worth the stress. Customer service is appaling, they are good at over promising and under delivering. I have had nothing but problem after problem. All I want is to get my correct bill and pay it! I ring all the time with all sorts of problems, the customer 'service' people always say the same thing... 'I'm really sorry these problems haven't been rectified a long time ago, it's clear that other people don't seem to be following procedures, I'll personally ensure it is corrected, my manager is out/in a meeting/on another call but I'll get back to you within 24 hours blah blah blah'. They NEVER call you back or email you back. Then you call again and explain the entire story again to someone else! I've been with them for about 3 years now, I'm so over it. I will change suppliers when I could be bothered going through all the initial set up effort and expenses again. Have always been bad but are getting a lot worse. I believe they were really good at one stage and when I joined they used to pride themselves on the Perth customer service centre... It's been a long time since I've spoken to someone there that was in Australian or had an Australian name or accent. I know most telco's arent known for good service but iiNet take incompetence to a whole new level. Avoid at all cost.

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.

I have been a customer for over 5 years. Recently I upgraded fro a quota plan to 500 G plan at twice the price I was paying. I do not my 500G yet every two weeks iiNet slow my line speed still. I have had Telstra check the line and purchased a 3 channel model router to find that all the hRdware and my line speed is fine. I am out of patience and tired of spending money for a service that I do not get. I have been a customer for over 5 years imagine how iiNet would treat you! Stay clear of this company!

I am writing a review on behalf of my friend. I have watched her under go an extensive process of correcting iinet's stuff ups. It has now reduced her to tears.
iiNet failed to deliver the modem. Due to the staff writing down the incorrect address, even though they had her say the address every time she called and staff failed to correct the address taken down.
THEN, finally, the modem arrived today.. After my friend had a conversation with iiNet staff this morning about them not charging her due to her not being able to use the service, wh ich they agreed, they have now charged her!
Calling them tonight, they have let her know that they actually billed her 2 days ago!
FOR A SERVICE SHE CAN NOT USE!
That is thievery!
Speaking to them tonight they also do not have, on their system, the same amount of money that have in fact deducted from her account.
STILL iiNet refuse to do anything.
Not acceptable!

I had a bad experience with innet, It started when they over charged me in one of my bills, also I was experiencing slow internet speed. I tried to call them, but the waiting time was more than 30min. I then send them more than 5 emails and ask them why they have charged me an extra $25. They ignored all my email and never responded back to me. Frustrated with the lake of communication I decided to change my internet provider due to slow connection, unacceptable customer service and overcharging of my account.
But changing my provider didn’t stop the bills, the keep sending me new bills for next 3 months, even that I was with another internet provider. Finally, I decided to make complaint through Telecommunications Industry Ombudsman (TIO). After iinet received the complaints from TIO, they started to contact me for the first time. Although they accepted that they provided a bad customer service to me, the have demanded a contract break fee of $144. So we could not reach a resolution, and my case is still under review by TIO. However they keep sending me bills and even they have send my case to a debt collect agency, even that according TIO role they can’t do this until the review is finalized.
I found innet company horrible in customer service, bad at negotiation to the point of bullying. Aside from their bad customer service, their internet is too expensive and getting slower and slower every year. They used to be much better a few years ago.

Approximate cost: $79

I booked to have internet service put on in later December. It is now nearly the middle of February and still no closer to getting a service on. Told there was a line steady and after we tested twice they now say there is no line and we need to a new one that was over two weeks ago and haven't heard anything since

Approximate cost: $80

IINET's after sales service is absolutely terrible. Their staff lied, were unhelpful and did not find a solution for me then charged me $120 for it. Go elsewhere - other providers get the awards so go with them.

Best customer service I have ever encountered. Never had a problem with this internet service provider.

IINET/Westnet Liars and Thieves, and Dirty Business Practices

Before moving house, I asked Westnet (an IINET company) if their broadband service would be available at my new address.
They said yes. They deliberately LIED!
After moving to the new address IINET/Westnet said that both the phone and internet services had been connected. Again they LIED! Neither the phone or internet had ever been connected at the new address. I have indisputable proof from Telsta that this is true.
But they charged my credit card for both internet and phone connections.
When I told IINET/Westnet that I had been charged for non-existent phone and broadband services, they continued to lie, claiming that all services were active.
Then they started charging my credit card for monthly phone line rental and broadband internet, which of course, neither ever existed.
After providing proof of IINET/Westnet’s fraud to the TIO, they admitted that IINET/Westnet broadband was not available in my area and offered a refund.
Over six months later, and has IINET/Westnet provided a refund.
NOPE, not a single cent!

If I could rate iinet as zero stars I would. I am about to make my second complaint to the T.I.O(Telecommunications industry Ombudsman) about them and I have not even been with them for 2 years yet. Since the start I have had issues with overcharging, disconnections and overall woeful customer service. My latest issue has been being without a working phone and adsl service for almost 2 months. They said that they would apply a credit of $387 to my account when the issue was fixed due to service disruption. No credit appeared on my account. When I called them they renigged on the original offer and said that due to the issue being caused by a mass service disruption they will not be paying me any credit at all. This is not only the worst experience that I have had with a Telco but the worst customer service I have had from any business in my adult life.