Internode Reviews 186

Leaving this service was - is an on going nightmare. It should be a button you click and that's it but no I'm now on the phone for over 20 minutes for about the second or 3 rd time it is insane!

Oh and once they were amazing - they were then sold and it just became another stupid ISP - Avoid

Internode pre iiNet takeover were a great company. Since iiNet took over there are drop outs everyday at 4pm along with slow speeds always, they used to have an Aussie call centre and Aussie technical department but that’s all gone as iinet are a horrible company, expensive with the slowest speed internet in aus. i needed to replace my router, but it would not connect. wasted hours the phone to internode and still not working so i decided just to cancel my plan.
joined Superloop and they got my internet up and running in 2 hours with 2 times tye speed of Internode all for a similar pruce.

I recently bought a house and cannot connect to the internet as the current provider (Internode) is still connected to the place, a week after the date the previous owner called for the disconnection. After being several times in contact with the owners and Internode, they still don't get their shot together, likely to be able to charge the previous owners more without providing any services. Appalled by this company, you will never have me as a customer!

Internode was once the very best ISP in Australia. Then cameTPG to buy it out. Now it makes 28k dial up look fast. My downloads are okay (287 Mbps) but the uploads are atrocious (0.17 Mbps!!). Go elswhere. They fon not provide 24 hour tech support. You pay $100 per month for dial-up.

I have been a customer for a long time with no problems till I needed the service disconnected then it has been 3 days of phone calls, emails and text messages all while I am trying to pack up a house to move it is very frustrating. So no matter what I will never be a internode customer again.

DON'T DO IT!!
Although the service itself was quite reasonable, when it comes time to cancel your Service/s is when it becomes an absolute nightmare!

We had 2 services with internode, one was cancelled due to moving house, only to be found out 6 months later when the other one was to be cancelled due to selling a business, they had continued to charge us for the residential Service.
They have record of the cancellation request, and we were assured at the time it was all taken care of, although they still continued to debit our bank account for both services.
Many phone calls and a complaint to the telecommunications ombudsman later, a partial refund was received.
They have still kept $100 for the porting of 2 business phone numbers which was NOT AUTHORISED by us. They agree we should not have been charged for this, and although the credit/refund has apparently been approved 3 times now (and I am told this every time I call).
We still have not received this refund, nor the promised emails or callbacks.

Through all the phone calls made, I would estimate approximately 8 hours on the phone to internode.

Today another complaint has been sent to the telecommunications ombudsman.

Save your blood pressure and your sheer frustration of dealing with such incompetence and choose another provider.

From a very unhappy internode Customer.

From what was a brilliant company with great customer service and product to a company that has been on sold and then to be destroyed. I spent 50mins verifying i had an account. I had 7 properties on plans with them and they could find one address i gave them. The most unreliable provider now !! Gradually moving the plans over 1 by to new providers who actually have customer service in the event it is offline.

My wife tried to cancel Internode but was told she would have to show her passport, which she refuses to do. I rang Internode and was told that only my wife could cancel the subscription. We are now with iiNet and thought that it was the new provider’s responsibility to see off the old provider. I rang them too and they reckoned they couldn’t do it. They are supposedly the same company. We stopped using Internode on 15/05/25 and have told them so. Last night my wife got an email saying that if we don’t pay up they will be handing the debt to a collection agency. Don’t we pay internet subscriptions in advance anyway?

Horrible experience. Very stressful. Refusing to let me cancel my account unless I provide ID documents and access to my camera . Have been with Internode for 15+ years but they can’t verify me and seem to have lost my previous verification details . Continuing to bill me despite receiving no service from them for over a month . Useless customer service reps don’t communicate with each other and just repeat the same thing over and over . Internode used to be an amazing and trustworthy company .I wouldn’t even recommend to my worst enemy now

Called up to cancel our plan in Jan as we where moving out, got billed again in Feb called up again said they would cancel our plan and reimburs for Feb. Got billed again in march called again said they can reimburse for Feb as our phones must have connected to the modem when we went to clean up the house even thought it was ment to already be disconnected. April said we would be reimbursed in 3 day now May we have put a block on them through commonwealth and just got another email from internode saying they where unable to take out another $85.62.

Called support and was told that as I had a BYO modem, I could not use VOIP. Tried to explain that the modem was VOIP compatible and that I just needed VOIP configured at Internode's end, but the support person would not listen and kept stating that I needed to buy a new modem directly from Internode.

The company used to have great service and support, but it seems the support team have just been replaced by sales people at this point. How to lose a decade-long customer in one phone call. I've now switched to provider who doesn't insult my intelligence for a quick cash grab - and funnily enough, the router I bought works fine for VOIP!

ABSOLUTELY USELESS!!!. Had been a customer for last 20 years but trying to cancel after poor customer service experience was impossible. Tried for 3 months, continually being told I had to provide date of birth but they had that as it was always asked for when speaking to them, they also said I had to provide facial recognition which I refused so they would not cancel.

SOLUTION: Call the Telecommunications Industry Ombudsman on 1800 062 058. Received a call back from Internode within 24 hrs and miraculously there was a way to cancel without providing facial recognition. I am in the process with Ombudsman of seeking credit for not being able to cancel for 3 months.

Last advice - Stay away from anyone associated with iiNET, which includes the following, (Vodafone, TPG, iiNet, AAPT, Internode, Lebara and felix) They all have the same mantra (i know because I have another account with iinet and there behaviour is exactly the same, I will be cancelling this account also)

Terrible customer service and processes
They keep on invoicing and charging you despite moving or discontinuing your services with them.
This applies to all services provided including mobile and internet home plan.
When you call, they don't listen to you, question you and tell you you are wrong. I spent so much time on the phone trying to solve my issues with them, such a waste of time.

I've moved twice and each time, they charged me for the previous plan and the new plan... despite explaining countless times, they didn't refund me. I had to get the ombudsman involved.
Then I decided to cancel (their internet network is not very good), I received confirmation emails of cancelation both home plan and mobile plan. I was clear in telling them when cancelling to ensure I would not be invoiced after the cancelation dates, but I still received an invoice today! for the next billing period.
When calling their customer service this morning, the person did not let me explain the situation, spoke over me, did not check my account, told me that invoices were automatic, and to contact my bank instead... hmmmm I would expect not to be charged and invoiced and not to have to do anything else after following the process to cancel. This is rather disappointing, their system is not working, and their customer service is terrible.

Having been a customer for 5 years, I could not fault the service at all. It was brilliant.

The only reason for the 2 star rating is that upon cancellation, the support guy has had to mess around for 13 mins before passing me to a Cancellation Team. Who then subsequently messes around for another 10 mins before closing the account.

I am sure there is a Manager who runs the process flow for this abysmal experience, and whoever that is, needs to go and find their nearest Kindergarten, so that a little kid can draw them a far superior process flow diagram for their cancellation process.

It is abysmal compared to other providers, some of which you can shut the process down through your customer portal, in 2-3 clicks. WTF are you wasting so much of your own money for on staff spending 23 mins to cancel a simple service, when it could take a customer 10 seconds via DIY? Or if you absolutely need a phone call, request ID, closure date and release the customer within a couple of minutes.

They will not cancel my broadband, I have rang so many times. Completely useless call centres. After verifying my address, name, birthday and sending a code to my mobile they still refused to cancel the service. If you call you will be on hold and they will never answer, the only way to get through is to call and select that you want to open a new account and they will answer straight away.

Since this company went from the original brilliant service to iinet and tpg it has gone completely downhill ! they removed our contracted email addresses and made us pay for the service to be transferred to another business owned by tpg to handle email so now we pay twice for the same service and we PAY a lot more if we had multiple emails for business and personal use. I have been fighting them for 12 months over DOUBLE BILLING me , shown them bank statements with every months payments and had many hours wasted on calls to support assuring me its been sorted to STILL 12 months later being sent disconnection warning if i dont pay the non existent "overdue amount" at this point im looking into legal options for continued threats and harassment. This company is now an utter disgrace. No care for its customers of which i have been since Dial Up ! 30 years with internode but its means nothing , DO NOT GIVE THESE PEOPLE YOUR MONEY, SERVICE OR LOYALTY.

An internet company that breaks down as soon as anything goes wrong beyond your modem needing a reboot. I haven't had internet for a week and they keep lying to me, telling me a technician is coming (they even lie about the dates they're coming), and every person you talk to diagnoses it as a different issue even though they're all running the same tests. At this point, I've been gaslit at least 6 times, particularly telling me issues have been fixed and technicians have come and gone "I just must not have noticed". Useless, DO NOT SIGN UP TO INTERNODE!!! I'm reporting them to the Teleco Ombudsman in the morning.

Phoned Internode at 2.33pm today for urgently needed technical support for our home system. Opted for a call back. It is now 8pm, SOME 5 ½ HOURS LATER and still no call back.
Internode used to be a customer oriented company, human beings answering the phone, an office in Adelaide. Now, the bigger they get with the amalgamations, the worse the service. Their motto should be
PROFIT BEFORE PEOPLE - WHO CARES ABOUT PEOPLE?
I feel that I have been treated with great disdain by Internode.
I would advise anyone asking me to avoid Internode at all cost.

I had been with Internode since day one. Since IINET taking over, customer service isn’t just poor it’s an insult. Customer service during business hours from Manilla with dogs barking in the background. Disgusting, I’m leaving this company the moment I finish this message.

I had alot of great years with internode. It saddens me to see the service drop so much as internode was the best by a country mile until they got brought out. I dont wanna bag out. But can a australian admin help me at all with this. Ticket #29825514. Beyond a joke honestly.