TERRIBLE!!!! If i could give 0 stars i would. I cancelled my service which i am still being charged for 5 months later. I also experienced fault with the NBN which iinet admitted was their faulty line however i was still charged for the service i never received. They owe my hundreds of dollars which i have needed to escalate to the telecommunication ombudsman. They have ignored all of my correspondence. Disgusting service. Stay away from this provider.
Review by Niihaan1 month ago
Used them for 4 years, good connection but a little pricey on ADSL2, got upgraded to the NBN and the problems haven't stopped. Crappy speeds, overcharges, awful customer service, not willing to help me in any way or listen to my issues. I like to give everyone in customer service a chance but as soon as the need to break away from the script they just refuse to help. I'm leaving extremely dissatisfied.
Review by Yunko1 month ago
BEWARE - IINET ARE THIEVES AND LIARS
Told us because we needed static IP - if we went with their affiliate - no charge for break of contract. Sent invoice for break of contract fee. Told us to disregard - it was automated email. Then DEBITED the fee out of our account. Advised in writing they would refund. After 2 months and about 6 calls - ALL promising a refund - they refuse to refund. IINET are thieves!!!! BEWARE.
Review by Walay Sirota2 months ago
Caution! You have to pay a big fee if you don’t want they service.
Review by Kirbyminder Kristela2 months ago
Hi There I would just like to stress how disappointed I am for the service that I have been provided since moving properties in June. I previously had a contract in Geelong , which suited our needs. When we relocated I contacted iiNet to advise of a new connection at the new property, I was advised by one of iinets representatives that we could have the same pricing as the previous. So I had gone ahead and signed up for 24 months. Upon receiving my first bill, what I was told was actually incorrect, and in fact I was being charged more for the same service. I contacted the team, which they ran an investigation, and the result was that in fact I was told the incorrect pricing, and refunded me the difference for that month. Instead of cancelling the contract then and there I thought I’d give the company a second opportunity to redeem themselves. Since the move we didn’t have internet for 4 weeks, which the support team has attempted to assist with. They haven’t been able to resolve the drop out of connection problems. We have been so fed up with following up with the team In relation to this, I decided to officially cancel the connection as we haven’t been using it due to the drop out of connection. Hotspotting off my mobile has proven to be more effective and reliable. I was then advised that I will have to pay a cancellation fee of $300 as I have signed up for a contract of 24 months. I’m so frustrated at this point as if I was told the correct pricing at the start, I would not have signed up for this service in the first place. To know that even though you have admitted your fault, and 1. Cannot honour what I originally was told at the start, and 2. Now you’re going to penalise me more for cancelling a service that I didn’t sign up for, and doesn’t actually work! It’s beyond a joke, and is not how a customer service company should operate. I hope this review doesn’t land on deaf ears. And I hope the response, if I do get one isn’t “I understand but unable to assist”. All I want is for the cancellation fee to be waived, as from June, your company has been receiving free money, as I haven’t received the service I originally was promised. IINet is a big JOKE..... DO NOT SIGN UP FOR THIS SERVICE. Regards Daniel Kuczynski, one more thing worst company ever.....
Review by Yoltha Kreho2 months ago
Warning to any potential iinet customers stay well clear of this internet provider.
When I first signed up had the best speeds ever!
6 months in they slowed me down.
And now after a year and 4 months I get frequent drop outs and horrible speeds.
iinet refuse the fix the problem, I’ve been emailing them for months and complaining everywhere and they don’t give a crap.
At best the asked me to do the problem solving for them!!
What a joke. Steer clear!
Review by Airrin Fuoss2 months ago
To be bitterly honest, this company has gone right downhill. I've been with this company over 6 years. Not all has gone smoothly, yet it has generally been a reasonable service. Not any more. I utterly object to staff who promise the world, yet never deliver, who lie repeatedly about call-backs, who never do so, who tell me over and over that my issue has been resolved, but it always starts up again. I took my woes to the TIO, as this almost always proves an effective way of resolving issues with such companies, but I was given an iiNet Senior representative who appears to be incapable of being courteous or apologetic for the relentless disruption to my service, and who has had the temerity to tell me to find another ISP twice! So this is what iiNet has become - a shadow of its former self. I've done everything requested and required to get this resolved, and yet they still treat me with utter disrespect. The ads are cute - so what. Just don't.
Review by Silkn Poyer2 months ago
Very bad service, we got the service without looking into others peoples reviews, now i am stuck with 24 months, our PC is only 3-4 mitres away from the modem and speed test showing Upload 16.4
Download 21.0 on My PC and on my mobile Upload 15.4 Download 8.32
I rang 132 258 after 58 minutes they telling me to go and buy internet cable, they said on their end showing 43 plus; its excellent speed showing on my end she said, she said it must be your property situated, I said we're in Merrylands NSW 2160 very flat area i am in my lounge room no obstruction between modem and PC finally she said not sending technician sending technician is not that easy as you think, on our end showing excellent, stay away from iinet we got done tried to save you after reading this, if you still go head with them, there is nobody to blame, i done my part as community member.
Review by Alexandruxdd2 months ago
Its dishonest in marketing to advertise a service at 69.99 79.99 etc. You never get that one cent back...but its meant to mislead you to think that 69.99 is much cheaper than 70....why not just make it an even 70. Its also complicating with adding up bills etc. It shouldn't even be legal to sell something at 99.
As long as they continue to do this i wont sign up with them as to me it shows craftyness and an amount of dishonesty.
Review by Neelhtac Chechlacz2 months ago
Hopelessly slow internet, hidden charges when signing up, we have had 2 days with no internet then it comes on and its 1.2mbps speed and we live less than 8kms from the city!!! Third world internet company, have just cancelled our account with then.
Review by Duggy2 months ago
Worst service I have EVER experienced. I was with them for more than 5 years. All I wanted was to move the phone and adsl service to a new address. Gave them more than 5 weeks advance notice. Nothing happened on the day the service was scheduled to be relocated then a myriad of errors and complete lack of customer service. You talk to call centres overseas who are trained to be bad robots. Got fed up so I went to the telecommunications ombudsman to get things sorted. Deadline for them was 30th of August. Today is 6th of Sep and still haven’t sorted things out and they are still trying to charge me for services they haven’t been able to provide. Needless to say, I moved to Optus
Review by Brownyross2 months ago
My stepmother who was happily getting 24mbit on ADSL (exchange is on their street) was switched to NBN12 when their suburb was moved over to HFC. They told her she had to sign up to a 24 month contract (despite their website showing 6 month or monthly contracts). Now she's a few months in and only getting 6-7mbit on a 12mbit plan. Obviously speeds vary, but it's a real kick in the guts to go from 20+mbit down to 1/4 of that, during quiet periods, not even during the evening. I called up support who told me "why don't you just pay more" and "7mbit is within parameters". They want $300 to get out of this awful contract, despite not providing anywhere near the advertised speeds, even during quiet periods. Support staff were no help at all, and blamed her for not knowing that there were other contract options. Disgusting behaviour from their scummy sale staff who prey on people who don't know there are options. The second their contract is up, they're moving to Aussie Broadand. Never again iiNet/TPG, what crooks! No wonder the ACCC keeps suing you!
Review by Hudgie2 months ago
I signed up 5 months ago for their ADSL2 service with Fetch tv and home phone. 89.00 a month. When I signed up for the service, I said that I would like to change the service to the NBN when it was connected to my house.
Five months latter, out of the blue, they hit my bank account with a direct debit in between my internet payment month. It put my bank account into arrears and cost me a bank fee.
The switch over from BB to the NBN was a complete nightmare. The tech was sent out OK and they hooked me up to the NBN OK.
But the billing side of things was a complete nightmare. I was billed for two internet services, they finally cut off the broadband service because I had to ask for the old service to be disconnected, it was not an automatic turn off when connecting to the NBN.
I got billed 2- 3 times for the same service Charged for this fee and charged for that.
I ended up having to ring my bank to try and stop their direct debit services.
Review by MallonC Voth3 months ago
I was told that I had to join up nbn by September or else no internet service. The so called fast service of nbn is a nightmare and do not connect throughout the day. IInet said they will check and get back and days later, still nothing. How can I work with a connection that drops out numerous times in an hour and they claim nothing is wrong. Need to get onto the ombsbudman too and switch over to someone else.
Review by Irenaanna3 months ago
Been with iinet for nearly 10 years. Worsening service for past 3 years. Been given 3 stories on monthly payments of Fetch TV. Now paying $15 a month for a service that was initially $0 to pay and then informed I'll only able to pay either $0 and $5 when I agreed to upgrade to an extra mini fetch box. iinet are aware of the conflicting information I have been given by their company but have done nohting about it. When my contract expired in October 2019, I'll be off to a more negotiable and deserving ISP conpany. iinet, please refer to my accout if you have any further queries or comments; I have insisted your staff take notes for my account when I've called your company.
Review by Roszena3 months ago
Have been with iinet for 11 years, the last few years they have gone downhill. I preordered NBN and that’s where their system and service fell in a massive heap, 2 months in I don’t have NBN and have already prepaid twice then this week they took another $149.98 from my bank account without my permission. I’ve now cancelled my preorder and will cancel my broadband service as soon as my new NBN with another provider is up and running.
My new provider has communicated clearly and in a timely manner to keep me updated on where the process is at, iinet could learn quite a lot from them.
Review by MaijaVP3 months ago
Terrible customer service and criminal at times. They continually charged us for services we didnt want then would fail to call us back after promising to review the calls. In the end we changed to a more expensive provider simply to get away from these incompetent crooks. Avoid like the plague.
Review by Proprety Lobenstein3 months ago
We were told it would take up to 5days to receive our order of NBN and fetch tv. It's now been 6wks!!! I have emailed to complain and received no answer. I've phoned 5 times each time. We are told 48hrs and someone will contact you and no one ever does. They have told us twice we would receive our order in 5days time. Everyone customer service advisor tells me they are very sorry and it has been esculated in priority but nothing happens. Very disappointed with iinet, will cancel at the end of the week if we don't get our order. I do not recommend this company at all, they are very bad at customer communication and they don't provide the service they promise.
Review by Martpkins3 months ago
2 months of intermittent drop outs/slow speed. With an IT background, I went through extensive troubleshooting to ensure it wasn't a problem with equipment/premises. Sent diagnostic reports to show the problem.
So far have spent well over 10 hours of my time sitting in phone queues, each time eventually speaking to yet another agent (from anywhere in the world it seems!) who has to go through exactly the same script. Finally got them to schedule a tech to come out, but along the way the nature of the fault got changed from "intermittent slowness" to "no connection". Tech did some tests and changed the telephone socket plug, then marked the case closed (as there was connectivity at that time).
The intermittent problem continues, but now I will have to raise a new case and start all over again! Aaaaaargh!
When it was Adam Internet, the service and support was excellent, but since iiNet swallowed them up, it is farcical how bad it has become.
Become a customer at your own peril !
Review by Gurnaek Frum3 months ago
I've spoken to 7 different people over 4 hours now to get a new service connected.
They have charged my account, now trying to get it cancelled and my money back.
Don't let them put you on hold. You will sit on hold for 25 minutes and then be "disconnected". Try calling that person back? Rajhim? We don't have a Rajhim sir... Well played iiNet. Duck and weave. ITO or a class action needs to step in here.
Review by Gurk3 months ago
You would think transferring from broadband to NBN would be a simple process bu after days a phone calls the incompetence continues this morning with a fetch activation code sent to me that does not work. After a discussion that I would keep the fetch box I have and it would be transferred across the NBN account this didn't occur and the fetch would not activate I rang fetch and they said they would activate it. The following day I checked my toolbox and found that a fetch mini was on the way so I rang them and explained that I did not want a fetch mini but wanted my original fetch box to be activated as discussed originally and was told this had been sorted and when the fetch mini arrives not to accept it and it would be sent back. a few days later I get a text with an activation code and it won't work so I ring fetch again and am told that the code is for the fetch mini. No one seems to know what is going on . I have no tv now for 5 days and after an hour on the phone yesterday I now have internet again but it that slow that it won't stream at all and I have no email as apparently I can't get my email to work under the nbn account until my email is cancelled under the broad band account. I have been with iinet for 18 years and i have never seen customer service as bad as it has been for the past few years. time to look elsewhere for am internet provider that cares about its customers.
Review by Vesela Beaminqs4 months ago
Broken promise after broken promise, they messed up the new order, so I asked them to cancel my order so I could switch to another provider. They said, yep all cancelled. Months later here I am still getting infuriated by invoices and emails they send to me, despite numerous phone calls and emails to make sure they know I have cancelled the order (or lack thereof). They are a scam, off-shore incompetent supports, and interdepartmental dysfunction. There were no communication whatsoever, and they are not there to solve your issues. They promised cancellations, replies within 24 hours, call back from support team. So far they have all failed. Please do yourself a favor and do not go near this company. I doubt they earn their good reviews authentically.
Review by Mellowship Kalevras4 months ago
had 3 nbn connection appointments cancelled only when I called the day before to find out where the modem is (if I had not called would have no internet at all )I was told over and over it had been sent by customer service over and over again sent 30 emails 5 calls then made official complaint and find out the modem was never sent and that they needed to refund my money then redo the whole connection and appointments again was given a time and date for a phone sales appointment to redo it and waited for an hour and they never called so I rang Vodaphone they signed me up and sent the modem that day had tracking number with in an hour .iiNet has gone down hill so bad since it was bought out the call center use to be in wa now its a foreign call center who lie to u and have no idea what they are doing avoid like the plague
Review by Malnati4 months ago
Terrible service, constant issues with internet dropping out or not getting speed that was promised. I have spent 8hrs on the phone over a four week period to fix my internet which they took a week to fix and then same problem again 2 weeks later NO INTERNET. When I told them I was cancelling my month to month contract because I was not happy with their service I was promised a months credit and credit for all my downtime if I stayed with them. I said ok but if it keeps happening I will change providers. Two weeks later no internet again and when I called they said they will get back to me within 24 to 48 hours to let me know when someone will come out to fix it. I told them that's not good enough and cancel my service. It took 2 hours on the phone just tocancel my internet with them. Then I received an email telling me that they are only giving me a $9.50 credit followed by another email saying that my new invoice is due by the 30th May for $90. I can definitely say that they won't be getting any payment from me for the above amount. This company lacks customer service, honesty and integrity. All they worry about is ripping people off. When I was on adsl I was with Optus and stayed with them for 15 years, When nbn became available I chose iinet because they sponsor the Hawthorn football club so as a loyal Hawthorn nember I chose iinet. What a big mistake that was. Bottom line is, If you want reliable internet and good customer service then iinet is not for you
Review by Madhur4 months ago
I moved to from ADSL2 to NBN last week and changed providers from Iprimus to Iinet. Transfer was smooth and no hassels.
The reason I moved from Iprimus who I had been with for 18 years is there is no loyalty their end.
I signed up with Iinet on a 2 year contract with free modem and no setup costs for NBN 50/20 with all local, National and mobile calls for $89.99 per month.
The speed I am getting on the 50/20 is 36.48 upload and 9.89 download.
On ADSL2 with Iprimus I was getting only 1.7 upload and download 0.5 so effectively is is 20 times faster than my old ADSL2.
The speed depend what suburb you live, how far from the main box and also connection type. Mine is FTTN which is not the best but a vast improvement on what I had with ADSL2. No complains with Iinet so far
A happy customer