iiNet Reviews 2,003

What a tinpot organisation!!! If you lose your phone it is IMPOSSIBLE to get any support.

I contacted iinet to get my landline number (because I don't use it). They verified me and then wanted me to repeat the code they SENT TO MY MOBILE!! This seemed perfectly reasonable to their helpdesk.

They then suggested I use the IINET Toolbox and didn't realise that Toolbox SENDS A CODE TO THE MOBILE as well.

If users can identify themselves what security does sending a code to the mobile add. This ISP is consuming all the smaller providers and can't even organise a simple ID protocol.

P*SS*d OFF!!

iiNet cut off a blind pensioners mobile phone service and locked his number without notice. He lives alone and has complex medical issues. Took them over a month to resolve, and only after escalation to TIO. He was unable to take his number elsewhere as they had locked it to them. No offer to compensate.

I have been on the phone for 1:36:51 and still no resolve - I am still on the phone now while typing this - call centre does not seem to be in Australia - all I wanted to do was upgrade my plan - got to the end of it and they tell me it wont happen straight away - a technition has to come out and connect some wires - 'yes their words' - it may take 5 days - I need service now - I have a satellite and now I need wires for a wireless connection - I told them to cancel it just forget it - over an hour and a half later - and still not connected or cancelled - not sure how they won awards for great customer service - I am ready to run off screaming and leep off a cliff. Very disappointed.

I've been with iinet for almost a year now, price has increased by $5 and my service is still poor.
I should be getting 50mbps download speed, but instead, I'm barely getting 35mbps -- I call them to ask if they can help, but they had no solution. If I wasn't paying off their bloody router, I would have changed providers.

Promised so much, delivered so little. It's almost like a political campaign, suck you in with promises of bigger better etc etc and deliver absolutely nothing on those promises.

On Saturday 3rd May I put in an application to change my NBN and 2 mobile phone services from my current provider to iiNet, it took over 3 hours for anything to happen, then I get the email to say my mobile phones are ready to set up with an esim as requested.

First phone follow the process, scan QR code, punch in activation code...fail. Scan QR code, punch in new activation code....fail. Scan QR code, punch in new activation code...fail. Scan QR code 'Fail, too many attempts' so as the website instructs 'If you're unable to scan or enter your code, please contact Technical Support on 13 14 23.' and guess what???? that phone number takes you to TPG Mobile support, and suprisingly they couldn't help me with an iiNet support issue.

Finally get on to iiNet support and explain that I have attempted to activate an esim without success and now it won't let me activate. CSR on the phone then attempts to verify if my phone is compatible with esim even after I explain to her that I am currently the phone in question with an active esim. She isgnored me. After 10 minutes she verfies that my phone is indeed compatible with esim and begins to talk me through the activation of the sim while I was on the phone with her using the phone that I needed to active the esim on. Calmly I explain 1) I have been through this process several times with several Service Providers and never failed and never taken longer than 5 minutes to activate. In her patronising and condescending tone she continued to talk me through the steps and suprising it failed for 2 reasons 1. I was on the phone that needed the new esim and 2. the QR code had failed because of too many failed attempts.

The she sends me a link to verify my identity so I can have a new QR code sent. I click on the links, it sends me to a page where I put in my mobile phone number so I can then be sent to a page to verify my identify with photos of my ID and my face....BUT i get sent another link that sends me to a webpage where I put in my mobile phone number to get a link to go to a page where I can enter photos of my ID and my face....but it doesn't load because that link is already active in another tab.

In the last 48 hours I keep getting text messages reminding me that I need to verify my ID. Email support that the link doesn't work, get an email in reply that I need to complete the process to verify my id.

So here I am, 60 hours later, unable to activate an esim that should take no more than 5 minutes to activate.

Promised so much, delivered so little.

Absolutely no support, absolutely no customer service.

So here I am sitting here filling in an application for an alternate NBN and Mobile phone service provider because apparently iiNet don't want my $159 per month.

Moved across from Internode. Wasn’t told that there would be a minimum gap of 1 to 2 days without any internet! Had I been told I would have signed up after my work project deadline. Calls for support came with excessively long waits. One attendant just hung up when I asked to speak to a supervisor. Request to complain, promised a call back which never came. Fully regret signing up.

Terrible internet, expect to be throttling from 250mbps down to 5-50mbps. Consistently bad. Zero reliability, issues are never resolved. Worked great for a good 5 years, now the past year it has been nothing but a terrible experience. 1/10

If I could award 0.2 of a star I would. Firstly the connection is awful, frequent dropping out on the phone/laptop/tv so much so I actually don't connect my phone to the WIFI and use the 5G instead! Secondly the customer service and overall business model is beyond hysterically awful. I complained frequently regarding issues with billing, and was told that I was racist, because I asked the caller to speak louder as I could barely hear him. Since then I have received a bill every fortnight- 1 for the amount, and then 2 weeks later another for the same amount but negative?? Money is only deducted from my account every month, but every 2 weeks there is a bill for + and then -. it makes no sense. And if I ever dare try to contact them I'm told there is no issue, the internet connection is good and there must be a problem with my walls.... in my 2 bedroom single storey unit, where the modem is perhaps 12 foot from the TV, in the same room. Avoid as best you can.

So I changed providers based on iiNet's continued apathy and my internet service was immediately improved. This on the back of iiNet saying all was ok and not putting effort into fixing my issue - which has persisted since late last year. No interest in customer service even after more than a decade with them.

12 days and still no internet connection. Fed up with having to do all the chasing - multiple long phone calls, 4 hours waiting for a technician who never turned up, promised return calls not made. I have a strong feeling they just don’t care. No one is actually taking responsibility to resolve an issue that’s leaving a 90+ year old lady at home with no connection (and yes she does use it a lot - shopping, reading media, talking to overseas family etc).

Cancelled service with iiNet due to poor service wasn’t able to use it 5G wifi.

They took the money prior to issuing me a bill. They took the money one week prior to the next service month. As soon as I received the bill, I realised they had already taken the money from my account leaving me with zero notice about the upcoming payment. I then called to cancel the service and they have a clause that doesn’t allow you to cancel within seven days however they’ve already taken my money that same day. So I was pretty pissed off that I had zero notice about the upcoming bill and that it could’ve been avoided if they had of sent me a bill with a future due date like other companies.

They then provided zero compensation on the fact that we had no Internet for five days and extremely poor Internet for a further two weeks due to the Queensland cyclone and then had the audacity to state the modem needed to be returned to them 2 days prior to the bill period that they forced me to pay for. I was a second time customer with iinet but that was enough to put me off for good.

Hello,

I highly recommend avoiding iinet and suggest switching to another provider as soon as possible.

We have been with iinet since the beginning, and their customer service has always been excellent. Sadly, that statement is no longer accurate. I have already changed my service, but unfortunately continued the service for my grandmother (NBN12 Fibre Seniors Card for more than 6 years) since she dislikes change and has many anxieties.

On 14/04/2025, I received an email from iinet informing me that her service will transition to a new plan in June. After reviewing the email attachment, it was explicitly stated that the new plan will be a one-year contract. Without my reviewing the attachment, there was no sign that she would be placed on a one-year contract!

In disbelief, I contacted iinet yesterday for clarification. Following an hour on the call, they informed me that my grandmother's service would remain the same apart from the price hike. I should disregard the email attachments since it was generated by the system.

I have not trusted them, and rightly so, so I chose to switch the service to a different provider. The new provider established a connection within 2 hours without any alterations to the existing configuration. The process was quite simple.

Anyway, I received the final bill today, which includes a breaking fee of $225 as shown below.
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NBN12 Fibre Seniors Card

Service no longer billed from 15 Apr 2025

Contract Break Fee - NBN (once-off) $225.00
NBN FTTP Senior Card Incl LN Calls (monthly) -$48.28
Credit: For the month in advance (from 15 Apr 2025 to 21 May 2025) prorated
Included Data 50GB $0.00
For this invoice period (from 22 Mar 2025 to 14 Apr 2025)

Internet Total $176.72

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The details provided above were taken directly from the bill.

Finally, I strongly advise against using iinet altogether. To quickly generate income, they are targeting the elderly, the most vulnerable members of our community. I continue to have difficulty believing that. My subsequent move will be to engage the ombudsman tomorrow.
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update 24/04/2025

I have sent iiNet a message on the channels provided, but nothing has happened so far. I also called iiNet directly and was not able to progress the matter further. It is very annoying to explain the same facts again and again. Up until now, the matter is still unresolved, and I still owe iiNet $176.72.

Thanks, iiNet, for this lovely experience. I strongly recommend going to other providers.
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Update 30/04/2025 - The issue has now been resolved, and I have received my money back. That was an experience.

While I used the service I had few complaints except for their dated app, which needs modernising. I recently cancelled my service as I was moving out - and then the problems arose. Firstly as soon as the service is cancelled, they also cancel online access to your account. Meaning that you can't log in and check dates, payments etc. This is really unhelpful and a few weeks' overlap is required. Secondly, and far more importantly, at the following month's payment date, instead of refunding me the outstanding amount that I'd overpaid for my final month - they tried to take another month's payment! It was only the fact that I'd cleared that payment account that stopped them. I then received harassing emails and texts telling me to fix my payment method so they could get my money. When I called them the representative was totally unapologetic, saying "it's just the system - it hasn't cleared the account yet and once it does you'll get the money owing." Well this isn't good enough. Firstly I wanted an apology for trying to take money for a service they weren't providing - and then I wanted an explanation for, as I let them know about the cancellation a month ago, why their system was still updating itself with my situation. I got neither. Trust erased. I won't be going back.

Edit: I see iinet have responded. Unfortunately I can't do as you ask. I'm not on social media.

Only put a 1 star cause you couldn't not go any further until you did a star.... WORST COMPANY EVER HAD NOTHING BUT GREIVE FROM START TO FINISH.. Your customer service is discusting you never reply to my emails and you still owe me $49.99 for a service you did not provide but happy to keep taking my money.... 3 Months of HELL.... PAY MY MONEY BACK DONT JUST BLOCK ME 😤

They used to be an excellent provider, Perth run, good, outsourced support in Ireland, and have since pivoted to an alternate outsourcing provider that don't have the technical or customer services skills to support ongoing issues of outage and connection issues.

I'm having a very bad experience with iinet and have complained to the TIO (see previous review). My complaint is still pending with the TIO since the beginning of February, but iinet have sent me a letter demanding payment for unused services despite the open TIO complaint.
I decided to check out how iinet compares to other telcos regarding the number of complaints and was not surprised to find that they were ranked 6th worst in an ACMA report for the July to Sept 2024 period with 67 complaints per 10,000 services (google for ACMA telco-complaints-handling-performance). I assume the next report will come out in Sept 2025 as I couldn't find a later version.
I believe the number of complaints per 10,000 service is the best way to compare performance as it accounts for the number of services provided by the telco. Telstra for example was ranked 19 out of 34 with 33 complaints per 10,000 services (100% better than iinet). This is across all services including mobile, landline and internet. To be fair, iinet do better if you look at the NBN performance in isolation. In this case, iinet is ranked around mid-table, but still in the bottom half behind Telstra. Check the report to compare individual service type performances.
What is really revealing is that of the bottom 6 worst performers, 4 of them are part of the TPG group to which iinet belongs. That is iinet, TPG, Vodafone and Westnet, who are ranked 29, 31, 33, and 34 out of 34 respectively. I believe Westnet is now part of iinet and had 254 complaints per 10,000 services (all services) for the reported period.
I don't think it is an accident that the TPG companies, including iinet, are in the bottom 6 worst performers in terms of complaints across all services. Internode, which is also a TPG company, seems to buck the iinet/TPG lack-lustre trend and is ranked 12 out of 34 with 22 complaints per 10,000 services (all). I wonder if this is because the legacy Internode customers had yet to be migrated to iinet for the period corresponding to the ACMA report (July 2024 to Sept 2024). Apparently, internode customers are being transferred to iinet from December 2024.
If you're considering iinet (or any in the TPG group), I would urge you to check the ACMA report for yourself and not just rely on my description. It is on the ACMA website and can be found by googling "telco-complaints-handling-performance". I'll leave it up to the reader to decide if a report from quarter 3 2024 (a little over 6 months old) is still relevant.

I recently had an incredibly frustrating experience with iiNet/Internode that has left me not only out of pocket but also unable to access my important work accounts for over 24 hours. After losing my phone, I contacted their support team to request a new SIM. After hours of waiting and multiple conversations, I was told that I could not receive a physical SIM in time. The representative then suggested an eSIM, which led me to purchase an iPhone 16 for nearly $2,000, believing I could resolve the issue quickly.

The representative assured me that the eSIM setup would be completed within an hour, but after waiting for several hours and numerous follow-ups, I was told that eSIM activation was not possible. I was then passed around to different representatives, only to be told at 2:30 AM that I couldn’t proceed with the activation and needed to contact the privacy team. This process dragged on for more than 12 hours, and I was finally told I could only reach the privacy team by email, with a 48-hour wait to confirm my identity.

This has caused significant financial and professional distress, as I have been unable to access work emails and job-related platforms. The lack of effective communication and misleading advice has been shocking and unacceptable.

I am extremely disappointed with iiNet/Internode’s customer service and am now seeking a refund for the iPhone purchase, as I was misled into buying a device based on false information. I hope they take responsibility for this mishandling and improve their service for future customers.

After the 5th drop out in a months and loosing thousand of dollars for our business, we signed up with another provider, bye bye IINET, most people in the barossa have moved on.

Beware of iiNet’s Unfair Billing Practices

I downgraded my mobile plan twice before renewal, yet iiNet still charged me $45 in advance for the higher-priced plan I didn’t want. When I contacted support (Jay from customer service team) , they refused to refund me, claiming the charge was valid despite my manual changes.

They assume what you want, charge you unfairly, and won’t return your money. Beware of this provider—they might overcharge you, and you’ll never get your money back!

Absolute shite. So so slow, called to cancel on the last day of my invoice and got charged for a whole next months, ridiculous haha ohhhh and you have to send them back the modem (the won’t come to get it, you have to hassle to post it back to them lmao