iiNet Avis 2 001

Absolutely incapable of fixing their own issues. Always blame NBN, it hasn't ever been an NBN issue.....useless.

I have been a loyal customer for about twenty years and spend about $100per month with them. Recently I rang the service department because I kept getting dropouts or very slow service.each time this was resolved by rebooting the modem.
I asked for a replacement and looking on thier site noticed thy wer offering. New modem plus $30 off the monthly price I was paying for six months. I asked if I could get this deal.I was referred to customer service, no was the answer we will give you $20 discount for six months and no new modem.
After this call I was asked for a review and given an opportunity to reply by email. I wrote that I was not happy and would like a manager to contact me, I got no reply , I wrote again after several days I still have no reply
I am no actively looking for a new service supplier not because I want to but because being a long term customer having spent a great deal of money with iiNet and then being treated with almost contempt tells me this company has gone downhill, I feel I can no longer recommend them to my friends and colleagues

Had been a iinet customer for more than 15 years. Service was great in the beginning. In the last several months my home internet connection drops several times a month. The outage frequency increased to several times a week and the only way to reconnect back is to unplug the power from the NBN box and plug it back to reset the box. This has become frustrating because it requires someone at home to fix the problem. It is also disruptive given today's WFH norms.

I reported to iinet but the response I get is my home router is the cause of the problem. I am a very tech-savvy person and although my router is not the iinet supplied router, it is a well built router from a well-known brand. The problem became unbearable and I gave iinet one more chance to fix the problem for good or I will switch to another ISP. iinet engineer came and did some rudimentary tests and didn't find any issue. That evening the internet connect dropped again. I switched to another ISP the same evening.

Within 2 days I am activated with the new ISP, using the same NBN box and router. Connection has been stable since.

iiNet and Amaysim must have some collaboration in passing on sensitive Credit card details and invoicing at their own discretion with no justification.

Signed up to iinet 500NBN 6 weeks ago and received free upgrade to fttp (fibre to the premises).

Great speeds for the first 4 weeks and no issues - over 400Mbps up and down. Last week was "planned maintenance" and now I'm getting 470Mbps download and 1.8Mbps upload. I can't use video or share screen on Teams. Logged a service ticket. Today I was told it was investigated by senior engineers and no fault was found. That's the best speeds that can be offered. Take it or leave!!!
What a joke!!

Waste of time and money. Constant outages and customer service doesn’t care one tiny bit. If you suggest that you will go elsewhere, they also do t care. Keep away.

I had an excellent experience with iiNet today while cancelling my NBN service.

I spoke with Ruby, and she was absolutely outstanding. She was patient, kind, and genuinely listened to my situation without rushing the conversation. What really stood out was how clearly and thoroughly she explained everything — including billing, refunds, and next steps — so I had complete confidence in the process.

The entire interaction was handled within about 15 minutes, and there was no pressure or unnecessary back-and-forth. Just professional, respectful, and efficient service.

It’s rare to come across customer service at this level, especially when you’re calling to cancel a service. Ruby is a real credit to iiNet.

Thank you again for making what is usually a frustrating process so smooth.

lodged a fault on Saturday 28th March and told would have to wait till 2/4 for a technician. That's was tolerable and to be told today that we have to wait till the 8th April now as there are not "enough" faults in our area. Paying for a service that isn't there for a start and no internet for two weeks in this day and age. No one can help when i rang.

As a disabled person with a voice that is different to others, monotone and low.
I don’t appreciate being told to calm down.
When I am simply asking for support when moving home.
Please train your staff with heavy accents to understand there are many different voices and some of us are disabled.
Being told to calm down is absolutely disgusting behaviour when I am simply asking questions and for clarification from someone who also has a heavy accent themselves but can’t understand the Aussie accent I’m not telling him to calm down when im making a huge effort to understand him.
I am not impressed.

I'm on the NBN25 FTTC plan. I work from home and for a few weeks have experienced download as slow as 1.5mbps causing me to hotspot from my work mobile within my own home.

Time to upgrade to FTTP which of course comes at a price (yes the installation is free but the plan is another $18 per month). Exploring other providers, there are new customer 6mo deals as low as $46.95/mth (Leaptel = $69.95 for 12 months, $92.95 ongoing). Having been with iinet for 19 years I asked for some consideration for customer loyalty and the best they can offer is the new customer deal of $64.99 for 6mo before ongoing cost of $94.99.

Whilst they say it is not their policy to price match, it doesn't mean it can't be done.

I'm not angry, just disappointed.

iiNet 5G home broadband service is reasonably good and stable; had almost no issues with it and would have genuinely given it a 9/10 rating for the two years I was with iiNet. However the customer service when trying to disconnect the service has been absolute nightmare. I called up in advance in late February to cancel the service and was told that since my card was already charged, the service was already prepaid up to mid March. I informed them that I was ok with that and to expeditiously send me the information so that I can return the 5G modem as per T&C as I was leaving the country. It took multiple (angry) calls and a written email confirming I would like the service disconnected before they gave me the information so that I can return the modem. The nightmare continued after the modem was returned via AustPost as per their instructions. They signed me up on a new 5G plan with $20 off for the first 6 months (SAVE20FOR6) even though I expressedly written and called (multiple times) for it to be cancelled. It took me another call to their call center to reconfirm that I would like the service to be cancelled and I was assured by the company rep that the credit card charges would be reversed (which didn't happen). A few days later, a company rep from iiNet sent an email stating that as they were not able to contact me on my number, they have left the service active (I was overseas so I could not receive their calls). It was only after I threatened legal action that they agreed that the service was indeed cancelled as per earlier email correspondence. I had to dispute the charges on my credit card with the bank, adding stress and complexity to what seems like a routine service disconnection. I would 10/10 NOT recommend anyone sign up for their HORRIBLE service. Good luck if you are already with them!

Save your money and chose another Internet provider iiNet are useless and have the slowest speeds in Australia.

Unstable connection, poor customer service

Had a really stressful few days with my line transfer, but the troubleshooting team completely turned things around even emotionally starting to be so frustrated with unsolved issues.

They were patient, easy to talk to, and genuinely tried to help even when I couldn’t explain things clearly. Even with some disruptions, they stayed on it and got everything sorted.Imagine the connection was disrupted and you have to start explaining again to ‘next person’ here i stuck! But they made it smooth like just resume where is crucial problem.

Other things, waiting time. It’s shorter, and someone will contact you back! If it’s suddenly connection lost. They chasing you instead. I had the best experience ever.

Really appreciate the effort, amazing support and a great experience overall!

It has been many months since I moved overseas and iinet refuses to provide confirmation of closing my account. It was easier to cancel gas, electricity, and close bank accounts.

Cancellation cannot be done via their toolbox, email, or forms. It must be done via phone call. There's another hidden requirement however - if the call isn't made from your Australian phone number it will fail verification, though they will tell you that your birthday doesn't match their system.

I'm writing this to help others understand that when they tell you that your birthday failed verification, your birthday is not the problem, you're just not calling from your Australian number (I can't because that number is on roaming). If only they would implement 2fa authentication via SMS.

The alternative they offer is a digital identify verification process. It requires you to send photos of your government ID and all direction face scans. This is highly sensitive data not required for sign up, which they shouldn't collect as you are trying to leave.

Iinet/TPG benefits from obtaining your sensitive data. It is not worth exposing yourself to the risk of identity theft and greater problems that can affect your whole life... simply to close an internet plan.

To help everyone, here is what I did:

1. Provided my formal written cancellation notice,
2. Reported the matter to TIO and ACCC, and
3. Blocked all future direct debits to iinet with my bank

Iinet continues to send invoices... but there's a limit to how much time and effort someone is willing to put into cancelling an internet plan and I've stopped caring.

Hope I helped someone experiencing similar, or that TIO is reading and will help us make Australia a safe and trustworthy place.

one of the worst internet! My whole family is using mobile data all the time because whenever I use WiFi, it never works - slow speed, videos can't play, can't download anything. Worst experience.

Absolutely abysmal. Reguraly getting 16Kbps download on wireless broadband. No not 16Mbps, not 160Kbps, 16Kbps. Someone else said it best here; " I had better internet speed when the internet first came out!"

And so I call up to cancel and get a full refund... Only to be put on hold then hung up on... Twice!

Very bad customer and mobile service don't join they are terrible zero recommendations

Tried to cancel my account and they hung up on me.

New place already had nbn - why make it so hard?

I'd avoid them like the plague.

There have been issues with my business phone for over 18 months and iinet has failed to fix this problem time and time again. They also failed to call me back when they said they would on numerous occasions