Internode Reviews 186

I've been trying to log in to My Internode to check my usage, but haven't been able to. A few days ago I entered my log-in name and password and clicked on 'send OTP' several times, but no One Time Password was sent. Today I tried again 4 times - I received an OTP each time and triple-checked that I'd entered it correctly, but each time I got a message 'The One Time Password you have entered is incorrect. Please try again'. I tried phoning, but after being on hold for 15 minutes I gave up. I became an Internode customer since 2015 because of their reputation for great customer service, but it looks like it's time to switch to another ISP.

Terrible customer service. The simplest transactions are so time consuming and painful that we decided to move providers. Internode (now owned by TPG i think) then made sure we then suffered through the cancellation process, dragging it out for over 40 minutes, telling us that we need to return a 5 year old modem then saying that we dont have to, multiple calls and on hold while my advisor was also on hold to some other advisors??? I used to love internode's fantastic service years ago, but since being purchaed by TPG it has become the worst.

Was a customer for over 10 years. Originally started with good service at a good price with helpful support. Continued decline in customer service and support. Recently moved to a new home and spent hours on the phone being bounce around technical support to staff who were unhelpful and no ability in technical issues. After a week of continued attempts to resolve the problem I moved to a different supplier who resolved the problem in minutes.

I was with internode for over a decade. Originally customer service centre was in australia, best support I had received from any company. A genuine pleasure to deal with.

Fast forward and today I requested my service be cancelled 20 days from now on the 27th as I am moving and the new address doesn't have fibre.

A few hours later my service is cancelled and cut off.

I call and they agree that the 27th was what I requested but unfortunately nothing can be done to reverse the closed account.

I could open a new account with them and pay for this and be reimbursed but no thank you to inconvenience me further for your mistake!!

Don't use this company. Go elsewhere.

Since they have sold out to tpg my internet has frequent intermittant problems. My TV streaming apps experience freezing, slowness, and my pc downloads are exceptionally slow. Its probably the stupid unfit for purpose NBN behind it. I long for Starlink to obviate the usual thing we get in Australia ‘paying more for less’

Internode's new billing system is outstanding... outstandingly bad! They first took away the option of paying for the bill by direct credit, thus making the customer fit to what the organization wants, not the other way around. Then they make it more confusing, the way they set out some of their charges seems to be intentionally misleading. Even their customer service representatives get confused. Lastly they say that if you have credit on your account, the credit can only be applied to one service, either NBN or mobile, not both. So if you have credit on your account and your mobile phone bill is owing, they won't automatically apply the credit to your mobile phone bill. How does that make sense in anyone's world? All the customer service representatives can do is tout the company line that this is how their system works. Their new billing system seems to be put in just to aggravate the customer. Service at Internode is getting worse and worse now that they are winding down.

Huge problems since last December and no way to contact them apart from one customer service number. Based in South Africa so language is a problem. Once they have your credit card, they’re off and running…..duplicate bills, overcharging, etc etc. Also getting scam emails now from SA. AVOID LIKE THE PLAGUE.

Has anyone else had issues with being disconnected from land line via Internode? Just over a week ago I had a message from them saying there had been an outage via the NBN but it had since been rectified, which it had, well sort of, and that I was now back on line. However, I had to make a call to them via my mobile phone and go through the checking routine etc before I was reconnected to internet. I discovered my land line connection was still not working and still gets a continuous tone when I try to ring out and anyone who tries to call get a recorded message saying the number is currently unavailable Second phone call I rang internode again via my Internode mobile about the home phone issue but they were puzzled as they said they had checked all the connections and modem etc and everything seemed to be working fine and it was possibly a fault with my phone (I checked and it wasn’t). Blogs suggest that it could be a VOPI issue that has to be rectified at the Internode end by technicians? I have lodged 3 fault complaints and been given reference numbers but going by my past experience of doing so for other issues I do not anticipate a speedy response, if at all. It is sad as I have been a loyal customer of Internode since it was based and contactable in Adelaide. I'm still without a land line and my account seems to show I do not have an active phone line account anymore (?) so I queried that also - but no response. I fear Internode it is now dropping the ball. Lack of feedback and slow fix response seems now to be big issues.

Initially very happy with Internode. They were understanding and supportive financially. It was disappointing when they eliminated email enquires as it was very convenient. Upon my last conversation with staff at internode I felt be littled and felt quite uncomfortable. Mixed emotions regarding this company.

I have been left with no internet for weeks and was told by a case manager at Internode that there are no technicians to fix my issue as I live in a regional area. This has been going on for weeks and during that time my service which I'm not able to use was suspended so I was forced to pay the account even though I have NO internet. A message was left early this week for the case manager appointed to my situation but I received no call back. Yesterday I spent almost 30 mins on the phone with Internode and was eventually put through to the case manager who made excuses he said he would call me back but simply hasn't bothered. Now a report will be lodged with relevant Minister and the Ombudsman as regional customers deserve the same level of service as metropolitan customers.

I have been with Internode for a few years for internet and mobiles. I had to recently move at short notice and so did not have time to get on the phone to organise transfer of my nbn. Called them this morning - got though to someone straight away who understood straight away what needed to be done - and was connected at my new place later this afternoon. Awesome job, Team!

I've been with internode for about 15 years without a problem but the last 9 months have been extremely frustrating.
I downgraded my service for overseas travel earlier this year, only to discover while overseas that they kept both the old and new services charging me for both. Their online support is terrible so after emailing back and forth for a week they finally cancelled the old service however refused to refund the overcharges and instead gave me a credit (they stopped responding to my emails when I asked for a refund).
Now that I've used up my credit, I've tried to cancel. I called on the 17/11 to cancel from the end of the billing period on the 22/11. I called again on the 22nd to double check that the cancellation had been actioned as I hadn't received email confirmation and was assured that it had gone through and I would have my internet end on the 22nd. On the 23rd when I still had internet I called again and was assured that it takes 24-48 hours to action and then after that I would be refunded. Now, a little over 24 hours later (but after business hours have ended) I receive an email stating the cancellation will take effect on the 22/12. I specifically cancelled for this month since I won't be using the internet for most of the month of December. I've now received an email requesting the return of the modem by 15/12, 7 days before the apparent end of service.
Every person I've spoken to on the phone (in 3 difference calls) flat-out lied when I specifically and repeatedly asked about the end date. The cancellation team member also was trying to sell me other stuff while cancelling this service (asking if any of my friends need a mobile phone plan?).
Absolutely do not sign on with this company.

Internode cancelled email services. They sent request for a pre-payment knowing that their service will be discontinued in a month.
Now they refuse to refund my money, they are ignoring correspondence, even though they have all the banking details to do so.
I have no other option but to lodge a formal complaint with The Ombudsman.
Edit - I have lodged a complaint. I requested Internode to CLOSE my account and make a refund. Transfer to another entity charging for service was not an option.
More people complained at Product Review site.

Took a day off work as the internet connection needed to be repaired and was booked in between 1pm and 5pm. No one turned up and then attempted to explain this to someone in a call centre far far away. Amazing levels of incompetence and failure to listen. Avoid these jokers.

Not recommended - avoid
I signed up with these guys, unaware my house had no no connection. It has taken months to sort this out as all the companies on the list that internode sent me do not bother responding to calls or emails via their websites. Eventually sorted this out. Now my credit card needs updating but it is IMPOSSIBLE to do this on the appalling website.I followed the text they sent me and 9 times was directed to login and enter a code received fro my phone - only to find myself in a doom loop that did NOT take me to 'change your billing details'. Help hours are pretty poor - you'd think TPG would have 24 hour help desk. No ability to send a them a message. Everything is via mobile phone, which is pretty poor. And this is supposed to be a tech company? I will not be staying with this awful company when my contract expires.

In 2019, I discovered, despite being with internode for decades that, they had my date of Birth wrong. The day and the year! Despite me sending through my birth certificate and driver's license, plus a myriad of other things they requested, no update was made on my account. In 2021, i sent through my ID again, nothing updated. In 2022, did the same, nothing updated. A few weeks ago, found out they have a new system, no access to my online account, no emails available. So I have to call. I call and get someone in SOUTH AFRICA. Not an Australian. This person knows nothing of Australian law. Won't help me. Won't let me cancel my account. I literally cannot do anything on my account without verified ID, but I never made the mistake in the first place. Ffs! I've reported them to the ombudsman. DO NOT SIGN TO THIS DODGY COMPANY.

My partner can’t manage SMS so I rang to pay his account of $60.88. I had to use my card & 3 days later discovered $6008.00 had been withdrawn from the bank. More withdrawals were made to an online betting outfit in Capetown & 1 to Uber Eats Capetown! Don’t pay with your Visa, set up a bank BSB to them as it’s safer! The internet service has been OK but dodgy re data used.

I tried to log into my account yesterday and was greeted with a message stating that "the mobile number on my account is missing or invalid" and asked to call customer service for assistance.

I don't have or use a mobile phone but I was advised that, due to security concerns, I could no longer access my Internode account unless I had a mobile phone, and there was nothing they could do about that.

I have been using Internode for over 20 years and all I can say is that their service standards have plummeted in recent times. I used to recommend Internode to anyone who asked but they clearly no longer care about anyone who doesn't fit their desired customer profile. I now have the serious inconvenience of having to change service providers. If I could have given zero stars, I would have.

Customer service was atrocious, told agent that partner had died, he asked me to get him to call. Language and listening skills were very poor, was one of 4 or 5 attempts to have service cancelled. Direct debits continued, had Executor call took him a substantial time before getting someone to do something. We wait to see if they got it right this time