Internode Reviews 186

Internode were once really good since being based in Adelaide. But since they moved all operations to the Philippines, getting any type of service regarding accounts or billing is impossible.
The offshore staff have no idea what they are doing!

And I have lost hundreds of dollars of my money with their cryptic billing systems and charges and incompetent offshore staff who are impossible to talk to or understand.

They are scams, and I have placed stop payments on my bank accounts for them to stop deducting any more money.
My advice to you if you are a current Internode member - cancel and get out quick! There are plenty more excellent Australian based providers out there.
And if you are considering Internode as a provider - DON'T and beware!

One of the best services I have received in a long time. Having an NBN issue, Dylan looked into this and was not only resolved this promptly and professionally, but monitored the issue for the next few hours to ensure my internet and speed were consistant. Nice to see the customer focus. Thanks Dylan

The customer service office was good at resolving the issue and doing a root cause analysis

Do yourself a favour
I arrived back from 3 months overseas and storms, or something had wiped out my nbn. I called Friday afternoon and was answered quickly, listened to, understood and responded to. Monday morning a lovely person arrived and fixed everything. I imagine you can’t believe this is true, but it is. I’ve been getting this level of service from Internode for over a decade. Seriously, do yourself a favour and switch now.

Okay, I never write reviews, but just had to say I have been with Internode for over three years and have enjoyed really good internet service at a good price. I recently had an enquiry and found that their after sales service team were so professional and courteous. I called re a connection to a new device and spoke to both sales and technical support. They were so helpful and it turns out the problem was at my end and the internet speed provided by Internode was perfect, it was just I needed a WiFi extender which solved the problem instantly. It was a great customer experience and I would recommend Internode.

Long time customer who has had to move to another provider as the customer service is no longer satisfactory, and their mobile phone services are completely broken. Cancelled a phone two months ago and they are still sending me emails saying i will be billed for a new SIM that i never ordered. Update - I was advised my number was disconnected then in July i get another bill for that number. Have now cancelled all services with Internode and will never go back. They were good until Iinet bought them.

Switched across to Internode Mobile phone service recently which has proved a big mistake. I'm advised Internode use Vodafone towers for their mobile service and in my area of Toukley and Wyong NSW we continually get booted off the tower and or our phones are 'not registered on the network'. Have flagged the issue numerous times with Tech Support but the issues continue periodically and I've had enough. All well and good to offer competitive rates but if Internode cannot back that up with continuity of service, what's the point of it all? Not happy Jan

Too slow. Cannot watch youtube netflix or stan. On unlimited plan. It's a joke.

Internode is probably the best internet provider in Australia. The connection quality is superb, I always got around 53/21 Mbit on a 50/20 connection. The team is knowledgeable and very helpful in case something goes wrong. I can highly recommend Internode.

Abysmal. Truly. Customer service, functionality, everything. A take company. Not a giving company.

Accidentally was cut off from the Internet because someone used my address to connect to another service provider, probably by mistake. And now I have to waste MY time and MY money trying to get the connection back. Explaining the problem to support again and again and again... Wasting of time. Helpless support. Horrible service. Worst experience. Never recommend it.

I have been with Internode for many years because I found their customer support better than other ISPs, and I was happy to get to speak to an Australian who was always very helpful when issues arose. I have recommended then to friends before. I recently moved house and found I could get the same plan from iPrimus for $5 cheaper. I called internode to ask if they could match the price as I would have rather stayed with them. They now have an offshore call centre, and it took me over 2 hours on the phone (!!!!) to check if they could match the price, then cancel my plan when they couldn't. This included being cut off twice, and this is JUST time on the phone. There was another hour and a halfish waiting in the queue.

After changing ISP Internode wanted their modem back. That's fine, no prob. I called their courier Star Track - but they only pick up on weekdays, don't pick up unattended parcels, and require a 2 hour pickup window. How can anyone with a job satisfy this? I called star track multiple times organising the pickup from my workplace as a last resort, but each time they never turned up and I didn't hear anything more from them. I emailed Internode to tell them about this. When I didn't get a reply I called them to tell them the situation and they said I wouldn't be charged. I told them I am continuing to try to return it and asked if they had any other options (they didn't). Finally today I got a $120 fine for not returning the modem. Star Track has again today not come to pick up the modem or contacted me at all. What kind of scam are you running here Internode? I have contacted my bank to block any further charges from internode, will be submitting a Visa dispute, and am considering contacting fair trading. Internode used to be great, but those days are clearly over.

-edit- I contacted Internode again not long after this review and they offered me the option to return the modem through Australia Post and reimburse me for the postage + return my modem fee. I emailed their customer support on Friday along with the receipt and tracking number after posting the modem. Over 2 full business days and I still haven't heard back from them. Now I am even more out of pocket - over $140 now. The amount of time and stress I have gone through just to leave them after being a loyal customer for years is an absolute joke. Avoid them like the plague. They are not the business they used to be.

-edit- I have now submitted a formal complaint. Ticket # #26275702

-edit- 22/06/22 Internode have still not resolved this issue. I have submitted a complaint and sent numerous emails. No replies. Internode do not give a single heck.

I've stuck with Internode for more than a decade because their tech support has always been good. This time, the nbn connection in the street was the issue and a visit was organised as least painlessly as possible - four days without the internet, it could have been worse, I know - and I appreciated the professionalism.

Thanks to the patience of Customer service person "Fatima" all my little issues were resolved. Even the inability I had to take simple instruction seemed not to be any concern. How lovely it is to be treated nicely

Internode have been fantastic. Great internet wireless service & great customer service. 10/10

Great service no complaints always some one (staff) to answer your calls or queries I have never had a time where I have waited for more than a minute for service.
knowledgeable staff always fix issue or query, recommend Internode 100%

Staff were helpful, patient & went above and beyond to help me with my query. Any time I’ve had a question, they’ve always helped. I’ve never had to wait long & if I do leave a call back, their response time is quick. Highly recommend.

Was so happy when I first signed up after the woeful service I got with Optus. The staff member was helpful and set up my NBN connection and 2 x mobile services. Upon receiving the confirmation email, she had spelt my name incorrectly and I had to make multiple calls to get that fixed. The same agent also set up the wrong mobile plan and I wore the extra cost because it would have delayed the changeover. Mistakes that wouldn’t have happened if she took the time to be accurate. From there my account log-in details and web addresses have all been incorrect and not accessible and I have wasted so much time and multiple calls trying to get it solved. 3 weeks later it’s still not solved, and the agent that is supposed to be taking care of me has so far managed to make things worse, by setting up webmail accounts, still with incorrect spelling. How hard can it be? It’s not a difficult name to spell. I guess my name is not common in South Africa, which is where the agents are based, despite saying internode is an Adelaide company.
I’m not staying with internode and I would recommend to anyone that is thinking about changing to them, to really think about if you want to spend hours calling and emailing to have issues fixed.
The customer service is great when they want to win your business, but after that happens, I’m sorry to say, it sucks.

UPDATE - Surely you know that I cannot reply to your response as requested. Perhaps just respond to my emails and request for follow up, instead of pretending on this platform that you actually care!

For financial reasons, I have had to cancel my internet contract with Internode. The customer service I have received throughout my 14 months with Internode has been great. I would highly recommend them.

Unreliable email service
15 to 20 mins wait for verification emails to arrive in my webmail inbox is unacceptable. Even more unacceptable is Internode's admission that they have been working on this problem for two weeks - and even more unacceptable and shocking is discovering complaints from other clients about this exact problem over the last 18 months. Slow delivery of emails is clearly a chronic problem that Internode is not fixing.