iiNet Reviews 2,003

I have been with Iinet for 25 years once I believed one of the best company in Australia, but now Im sorry to say the worst and probably won't survive- not sure of the power play but some dill decided they make more money from NBN, so get rid of everything else, ended all e-mail services -I lost thousands of emails and contacts - ended Fetch - currently I have no fetch access because they no longer replace the fetch box which has stopped working - unlawful I believe, I purchased about $2000 worth of movies believing I would have my library of favourite movies forever, but no, and the dill thinks I will continue my NBN service with Iinet? Thick as brick, multiple class actions and a mass of bad reviews from dissapoited and upset long term customers like me - I give them 1-2 years before they no longer exist - so think twice before signing up for anything more than 12 months. if at all

Have been with IiNet for over 10 years. I have recently noted a deterioration in their service provision. I used to be able to suspend my Internet and mobile service if I went away for a number of months to visit family abroad. Today I was told no suspension available and I would lose my mobile number. So I'm paying for a service I don't need and unable to use for 4 months. I think that is poor. Why change that policy. I will be leaving IiNet.

I’m without internet for two days being calling them no help very rude saying it’s not magically to get your internet back then what help they are giving there customer paying for your internet and you don’t have one

Today I finally broke up with iInet after 27 years as a customer. The more corporatized they have become the worse their service is. The final straw was iInet selling my email addresses to a private company and I went from 10 free email accounts to $47 a year for each one. iInet did not reduce their monthly charge despite reducing their service offering.

I called to tell them I was leaving to go to Leaptel and check I would get a refund for the pre paid component of my monthly charge. They seemed delighted I was leaving!!

For the last 3 months speeds have been between 4 and 10 MBps and if you call up they fix it but just for a short while then it goes down again. We often cannot get email let alone stream.

I encourage all existing iInet users to move over to leaptel, it is a simple on line process, much better value and all the staff are based in Australia.

iInet feels like that ex husband you are glad to be rid of

Awful customer service. Unable to even investigate let alone fix the issue. Rude and unhelpful.

I cancelled my account in early April 2025, iinet refunded me money. Then on 8th September 2025, they withdrew $461.28 from my account! I view this as theft. Australian privacy laws require companies to securely delete former customer info. I am a pensioner, this fraud has caused me extreme financial and personal harm.

One of the worst companies I've ever dealt with — completely lacking in integrity.

My mother-in-law was a loyal broadband customer in Australia for over 15 years. When she moved into aged care and we needed to close her account as part of selling her home, the company made the process unnecessarily difficult and obstructive.

Despite providing clear documentation and being on a rolling contract (which should have been easy to cancel), they continued to withdraw monthly payments and refused to assist us. It was only after we engaged a solicitor — incurring significant time, stress, and financial cost — that they finally relented.

Their behaviour throughout was disgraceful, uncompassionate, and completely unprofessional.

Avoid this company at all costs!!!

I have had an extremely disappointing experience with iiNet.

In July, I upgraded my account and changed my address. I paid in advance for a new modem and for August service at my new address. Despite this, I was charged again in both August and September. When I queried the charges, I was told my new service was not “active” and that I was still paying for my old address, even though I had already moved out and was using the service at my new address. I was later told there was a second account in my name that I was never given login details for.

To make matters worse, my billing date has suddenly been changed from the 1st of the month to the 22nd without explanation.

I have spent hours on the phone with iiNet with no resolution. Representatives have been dismissive and unhelpful, and when I requested communication in writing, I was told they do not communicate via email. Instead, I was called multiple times in one day while at work, despite asking for written correspondence.

At this stage, I have lodged a formal complaint and will be escalating the matter to the Telecommunications Industry Ombudsman.

I would strongly caution anyone considering iiNet — my experience has been frustrating, stressful, and unresolved.

Don’t sign up with these guys because they don’t let you disconnect. They will keep taking your money. They’ll make you go around in circles until eventually actually have to close your bank account which is the most inconvenience. I have lodge a complaint with the Australian Ombudsman this company shouldn’t be allowed to trade in Australia. And if they keep going, I’ll be asking for a compensation.

Horrible customer service. option to cancel not available online. Have to call them and jump through many hoops just to cancel the plan.
do not sign up with iinet!

Just cancelled my IINET account, Speeds were very and dropouts frequent. There were multiple times the internet was not available at all. Over an 12 month period I would have spent at least 50 hrs on the phone with their IT section who never managed to understand that we did not use WiFi to our PCs but had Ethernet connections. IInet sent us a new router at one stage but it did not make any difference. They went through the same process every time and ended up doing something at their end that fixed it most times for a day or two if we were lucky. We were promised credits on many occasions due to lack of service but they never eventuated. Definitely could not recommend this provider for wireless internet.

Worst customer service. An e sim is an absolute nightmare to have. I lost my e sim and to re organise another ESIM has taken more than a week to organise.
Customer care is the worst!!

I have never come across a company with such disgusting 🤮 customer service in all my life. I closed my account because of such bad service and have been trying to claim the credit that was on my account for months now and each time I phone I am passed around to so many different people or on hold for up to an hour without any satisfactory result. They keep sending text messages with false information saying they have tried to call but they haven’t just another run around from pathetic iiNet staff. I am now in the process of reporting them to the communication ombudsman. Extremely frustrating 🤬🤬

Don’t bother with iiNet, USELESS!!!

We have been with iiNet for 4 years and always had internet connection issues. Either the connection was extremely slow or constantly cutting out. Called iiNet multiple times, waiting 1hr+ on hold to come to no resolution every time! When we finally switched providers, all issues were fixed and a manager from iiNet ensured I would be refunded for that months bill. That was over a month ago. Calling to chase up again multiple times I was told I was I would recieve a call back from a manager. I never did. Over 3 times I was told this and never was contacted once! iiNet says they have refunded me, so I called my bank to confirm and of course there was no evidence of any payment into my nominated account. I’ve given up chasing this refund, the customer service are extremely frustrating to talk to and offer no help or end result with any issues. If the unstable Wi-Fi wasn’t enough to turn me away from iiNet, the TERRIBLE customer service did the trick!!!!

Do not use iinet. Lots of back and forward issues with them they refuse to cancel my account over the phone unless I jump over a number of hurdles and then have to wait for their team to get back to you. Don't make the same mistake as me. For the extra price you pay versus other vendors, you would think the customer service would make up for it. It does not..

IiNet made me believe that signing a new deal with them would not reduce my families speed from 1000mbps. It turns out they lied and my mums service was reduced to 100mbps for the same price. When asked to rectify the customer relations office ‘Happy Angles’ stated my mums services was returned to their original service. When I check it turns out this was another lie and it was not returned to their original service. It’s surprising after being a customer of iinet for so long that coerced and tricked us into downgrading my families plan in believe we were getting a good deal. Then when caught out tried to justify their responses.

I set up my account to roam as I was travelling internationally. I was told to pre pay to receive sms’s and for data. Paid $150 - made a short call and Iinet charged $145!!!! Internet didn’t work nor did voice. Emails never responded to.
Go to another provider!!

Customer service is non existent , speed is ridiculously slow , when I contact them , if and when they answer . The reason is a lot of people are using the internet and that slows It down and that’s just how it is , would not recommend , below asked for date , I ring at least twice aweek

Cannot get in contact with a human. Permanently on hold whichever phone number you use, and I'm trying to pay them... these businesses should be forced to meet basic service standards to be able to operate in Australia. Useless.

Worst technical support ever. They are completely unhelpful and just keep you stuck in the same repetitive diagnostics, clearly so they can avoid actually resolving the issue. It’s obvious they’re just trying to find excuses not to help their customers