iiNet Reviews 2,003

If I could’ve given a ZERO star I would have!
iiNet have absolutely no clue about customer service.
My Fetch Mighty box stopped working back in January 2025 so I rang iiNet who advised I needed an updated box…okay that’s all good and they instigated a replacement new box to be sent. Two weeks later I had a delivery…a damn Mini box! No good to me at all so again I ring ..the staff on phone apologies with the usual lip service and tells me they’ll send out the mighty box replacement
Fast forward to 25/3/25 and I have a delivery and guess what? ITS ANOTHER BLOODY MINI BOX!
So I’m livid now 🤬 I fail to understand the inept logic behind sending the same for a second time!
I phone again to be given more lip service from Frank (not his real name) this time …clearly reading his script with his responses..no stock..they’re still waiting (so the fu..am I) why would they send the wrong box again? Why not let me know they are still experiencing issues and delays? I’d rather they do that than resend the wrong box ..that just makes no sense and makes me so ANGRY 😡
So now I’m still waiting, no FETCH service in its entirety…nowhere to go …just WAIT WAIT WAIT WAIT!
IINET I’ve been a client for over a decade and put up with a lot of shitty service but I think this takes the cake and I’ll be definitely looking for an alternative service!
God help me I live king enough to actually get the right box!!

Most useless customer support, for the last month after or before midnight their service drops out. When you do get someone on customer support they are either Indian or from the Philippines,

What has happened to IINet? It used to be the of the best ISP companies. I have been trying to get an issue rectified for 3 months. Each time I call the people on the phones are very pleasant and helpful and assure me that the problem will be fixed but then nothing is done! I have been with this company for many years but I think it is now time to look for a more reliable ISP.

No notification and disconnected,this isn't the first time,not even going to bother calling,am now looking at other providers.We have been with iinet for 15+ years and they just keep letting me down and get wise as time goes on

I have been with Westnet, which was taken over by iinet for 20 years. IInet have made a huge error in having my incorrect date of birth on their records so I cannot be verified because of their error. I cannot find out from them why I still dont have internet connection for over a week. Im utterly sick of being messed around by them.

My mother requested iinet to cancel her service 2 weeks ago. Requested by phone twice and email twice. She also withdrew her authorization for direct debit in writing. They refused to cancel over the phone and have not responded to her emails. Today they direct debited for another month despite not having authorization. Will be reporting them to the Telecommunications Ombudsman, the financial ombudsman and ACCC. BEWARE of this company.

Lost my internet connection for 4 days and still counting. Customer service is highly questionable and no sense of urgency. Empty promises on returning calls and escalations. Definition of escalation is not having your customer waiting for another 48 hours on resolution.

The internet has been out for five days, and my bill was due today. When I called to ask for an update on the outage, the representative immediately got defensive, saying the outage wasn’t their fault. I pointed out that the least they could do is notify customers via email on progress. He reluctantly offered me a $15 discount but put me on hold before I could respond—then the call was disconnected. Absolutely terrible customer service. Do not recommend

The worst internet provider i have ever come across. Promise to contact with a given period failed to materialise on 4 different occassions . Forms they sent me to correct an error on my contact details failed to be actioned rather they keep resending me the forms i have already submitted. Trying to use their toolbox system on their website impossible as they require details i cant get access to. Hours and hours of my life wasted on the telephone to different operators who cant resolve the issue. Promises to elevate my issue to the next level which repeatedly fail to happen. ALL THIS BECAUSE THEY HAVE ENTERED MY PHONE NUMER WRONG ON THEIR SYSTEMS.
DO NOT USE THIS COMPANY, APPALLING SERVICE.

I needed to update my iinet provided modem due to equipment issues.

Part of my subscription is VOIP phone. After replacing my modem I called customer service and requested the VOIP settings so I could enable my phone.

They flatly refused saying that VoIP is only available if you use their modem, same brand and model as I purchased elsewhere, the iinet modem at an exorbitant price.

Unfair trade practices and very unethical.

iiNet were good before being acquired by TPG.

Stay clear of IINET people, bad to deal with and a rip off

Requested them to cancel my service yesterday. Still the service active today after more than 24 hours and they charged me for another month today. Will be reporting them to the fair trading. Stay away from this scammers.

I switched to iiNet mobile service, I ended up not having a working mobile number for 7 days and counting. I've been calling them everyday, using friends or neighbours phone that I can get a hold off and actually feel bad for the first line customer support as they cant do anything but to provide assurance that iiNet could not even deliver. the network team and privacy team are very inefficient and ineffective. They respond only once a day and the following response will be the next day and do not take calls. Hence this has been dragging for a week now. I've been even told to be compensated for this and I'm pretty sure its all a lie. I've read alot of online feedback and heard from friends that iiNet mobile reception is also very poor. Now Im in deep regret that I've switched to iiNet. Will only stay with them for a month and switch to a more reliable mobile network provider.

Posting here at a last resort! I put in a claim on the 28th of January to have a credit on my account refunded to me. Was told it would be 7-10 business days. I rang after 10 business days, I was told the form was never submitted. Asked again for my money to refunded, 3-5 business day wait this time. Waited the 5 business days and called again, the manager had rejected the claim because the template wasn’t completed correctly, this goes on another 3 times! And here I am, 26 business days later, still calling ever day to see where my refund is. Every time the claim has been rejected (no fault of my own) I am never contacted or updated, or offered for my claim to be resubmitted. I have to wait out the business days I was last told and ring again to see where the refund is. I’m told before it’s a large amount that it needs to be approved by 3 mangers before I can have my money back. I have contacted consumer affairs about this, you don’t seem to care. I am utterly frustrated by this now. You can’t without my money. The customer service I have received during this time has been appalling. One guy actually just laughed at me. I want my money back, and I want it back assp. I’m tired of using my lunch breaks to call and follow up. It’s your job to be following up with me, not once has this happened. I’ve asked for email outlining this situation and never received one. I’ve asked to speak to managers and never been put through to one. I’ve asked to be put through to the complaints line and you literally just fob me off to another team member who’s told me there isn’t even a complaints line. If I owed you this amount of money, you would be slapping me with late fines and discontinuing my service. It’s unacceptable.

Been with iinet for years the speed, pricing, and service were good. Until today. We just recently relocated and everything is messy and busy so we can't really put our heads into everything. We had a connection for the past 2 days after we moved in and then suddenly connection was lost. I called and they informed me that we owed 0.99$ so they disconnected us. In a time like this, if they could do that with just a dollar owed, how much more if we missed the payment for a month or just a few days delayed? Where is the customer service iinet? Companies provide help/support/aids to their customers nowadays and this iinet, they can screw you for a 1$.

Absolutely ridiculous.

I contacted them 3 days ago, got a call saying I'll get a form to sign, signed it, then 2 days later they want me to fill another form, except after I hang up I find out they sent the wrong form, and instead of the new one I got sent the exact same one as last time. Now I have to wait another 2-3 days for a response.

never buying anything from iinet again

I was looking for an NBN provider with a 4G wireless backup, as my TPG NBN went down several times last year. A neighbor recommended iiNet, so I looked into it. The price for the NBN250 plan was slightly higher than TPG’s.

Today, I called iiNet to ask about switching and whether I would experience downtime or need to pay both iiNet and TPG during the transfer. A male sales representative answered my call, but he was more interested in signing me up than clearly explaining the details. Since his answers were unclear, I called TPG myself to clarify the matter.

In the afternoon, I attempted to sign up via iiNet’s website. Using Chrome, the process got stuck after I entered my credit card details, returning an error message instructing me to contact the provider. I then tried Microsoft Edge but encountered the same issue. As a result, I had to call iiNet’s sales team to complete the sign-up.

The call lasted 35 minutes. Unfortunately, the sales representative entered my legal name incorrectly, even though I had asked her to be careful. Even worse, she also entered the wrong address, despite repeatedly confirming the correct number. I only discovered this mistake after gaining access to iiNet’s Toolbox panel. This meant the transfer would fail due to the incorrect name, and the modem delivery and NBN connection would go to the wrong address.

I immediately called iiNet again to report the errors, expecting a quick fix. However, it took over 55 minutes on the phone, speaking with three different staff members from different departments. After being on the call for over 30 minutes, I was exhausted and asked to cancel the order altogether. One staff member, Maria, refused to process the cancellation, insisting I remain on the call. She warned me that if I didn’t, the order wouldn’t be canceled, and she couldn’t confirm how my prepayment would be refunded.

Eventually, another representative, Jessica, took over and agreed to cancel the order. After 55 long minutes, I was finally off the phone.

I was simply trying to correct iiNet’s mistakes, but the process wasted so much of my time. Maria, in particular, made the experience worse—she knew I only wanted to correct my name and address but instead restarted the standard sales script, which I knew would take another 30 minutes. When I asked to speak to a supervisor, she put me on hold for a while before telling me that no supervisor was available.

Overall, it was a terrible experience with iiNet.

Called to cancel my internet plan - Iinet said it was cancelled. However, a few weeks later, I received a bill for the following cancelled month. I called to clarify that I had cancelled it, which they confirmed - so you can imagine my surprise when, this month, I was charged for the service.

Called to cancel it for a THIRD TIME and to receive a refund, to be told that the manager would call me back - which they didn't by the end of the day.

I'll have to call back for a FOURTH time to do a ONE TIME job,

Absolutely deplorable. Avoid at all costs.

Poor customer service - increasing fees and reducing services without considering customers requirements. Standard of communication is very poor - generic sign off on emails no real person taking responsibility for decisions. Take your business somewhere else.

Been trying to disconnect the service at my old home, I lost the phone that I called them initially to take this service and been trying to verify my identity. The link was sent to me 5 days later after I called them 4 freaking times, and today apparently my identity didn't got verified after another 4 days. Not to mention they gave me a new service at my new address and told me initially it is a couple of days work and now I will most likely have to pay 2 months internet service in a few days time then I will have to give this people a call to get that sorted in what I hopefully will be after Christmas(Joke). Absolutely joke of a company.

I ported my mobile number to iinet but the e-sim installation failed.

I have been without a working phone service (currently) for 4 days.

The company appears to be unable to support someone that does not have a working phone service (oh the irony).

My case has been referred to their Privacy department who have been sitting on this for 3.5 days.

I'd like to get my number back and go to a different company but I can't unless I can receive and respond to texts.