iiNet Reviews 2,003

I too had very bad experience with iiNet. For more than one month I am having issues with internet. Had a broadband service. That was faulty. Then moved to Opticom. That was faulty too. They were not able to give a proper resolution as yet. I had to call almost daily for this. Cancellation of one service also had to call several times. Very poor customer service. Don't take notes properly. Whenever call them need to repeat the issue daily from the beginning. Requested to cancel the service backdating the date we were not getting the internet service. Customer service team post dated and cancelled the service to cancel with effect from 17/03/2025. It's a pain honestly. Again I need to call them to fix this issue. Never recommends to any one

One of the most traumatic experiences of my life. I am leaving them as soon as I can afford the penalty fee.

Clowns who failed to master below topics:
1. Data center services availability and Disaster Recovery
2. Communications
3. Pricing services as per service delivery quality metrics
4. Not everything can be outsources to Indian MSP

I do understand that they have their Sydney DC flooded however I am not too sure why this should affect NBN in South Australia

IiNet has a network outage - no internet since 1500 WST. Support links on website don’t work. Phone calls either rejected or put on hold. Phone back message left +3hrs ago. No phone call. Outage’s website indicates service to our address is Normal Operations. Called re performance last week. Slow and flaky. IiNet view - service is ok. Time for a new provider I think

I've had a really bad experience with iinet.. it takes enormous time to get the access to the account and the to validate personal info.. the customer service is also terrible. Now trying to cancel my account and get a refund. I hope I can do that within several days

After 30 years with iinet this is again the worst experience i have had. We pay good money for things we don't receive. To be told we will ring later and you wait all day for nothing to happen is disgusting what do something people get paid for. Hard to understand how this company stays solvent.

Useless.

I moved overseas to live with my hubby. Wanted to change my AU number to a cheaper plan (to keep the number and receive basic 2FA texts). Did this through iiNet and got absolutely nothing out of it. They hid the fact that roaming is way more expensive on top of this (the apparent ability to receive calls and texts in another country).

They keep insisting that I call their number but guess what? I can't call the dam thing without being more screwed over by exorbitant international phone call fees.

I'm trying to cancel via email but not very much luck so far...

They can also take awhile to get back to you leaving you in this forced dead end plan that is endlessly useless.

To add on, can't access the toolbox overseas, with or without a VPN. Can't even turn on roaming and to get my family member from home to login, it requires 2FA, which is woah; the number I can't access!

🚫 Avoid this service, especially if you are trying to use it overseas! 🚫

Would give less than one star if possible, this experience has been awful, we moved overseas and received the worst customer service we've ever had
Refused to let us cancel, kept billing us and we couldn't even call them, when we would they kept us on hold for 30mins to and hour and we were charged for the whole call, they will not help us cancel and they keep billing us, be warned if you travel, avoid them like the plague

There was really no benefit to staying with iinet at this point, all you provide is a box that connects me to the NBN
- your service standards have dropped
- I had to change to Aldi Mobile when you switched to Vodaphone and I couldn't use the service in my house
- I am now using Gmail and Ourlook for my email after you outsourced the email and charged $3.50 a month for a single email address
- I lost my voip line "upgrading" my NBN to FTP and double charged me the next month resulting in another round of phone calls.

Offered $10 off a month for 12 months ... Dodo $20 a month for 12 .... Iinet not willing to compensate so switched. Took 5 minutes with the free modem I'd just received from iinet.

Update: we no longer have periodic drop outs in our service which we had attributed to the NBN peak times. It was more likely an overloaded iinet server. They never detected any fault with the line.

I've been without internet for almost 2 weeks. Initially called on the 9th of Jan, was told my modem was broken, I ordered one over the phone and was told that I would receive it in 3 to 5 business days. A week later, nothing. Called again on Jan 16th, the guy on the phone "checked" and assured me, in these words "the most important thing is, I can see your modem was processed and shipped last Thursday, you'll get it soon". When I asked him for a tracking number, he said they would check and call me back. No call, and 5 days later, still no modem. I called them again on Jan 21st, the guy on the phone told me that no modem was shipped out, even though there was a note for a modem order. But no modem was shipped, This was the last straw on the camel's back. After being with iiNet for over 10 years, we are switching. It's a shame because they used to be fantastic, until they got bought out by TPG and outsourced their customer support.

Edit
Updated to 3 stars because some of their customer service staff (the ones I spoke to on Jan 21st) are actually very nice and helpful, and I havn't actually had any issues with my internet service over the years.

I have recently canceled with iinet, and that was a whole ordeal that I have already complained about.

However now I recieved a call at 6:08AM local time on a Sunday demanding repayment of the router I was sent. They clearly state that if you are with iiNet for over 24 months that you will not be charrged anything, and I had been with them for 31 months!

Now I am sitting on hold for so far an hour waiting to talk to someone to complain about this and have it removed from my account.

iiNet is literally the last company I would recommend. their product is average, but their customer service is the worst of the worst!

Over 20 years with iiNet. Asked for my account to be closed on an agreed date. Was closed days after agreed date and I was charged. Have spent 3 months trying to get a refund for a charge that was iiNets fault. Same happy promises from 5 of their staff in the Philippines with no resolution or follow up. Asked to speak to supervisor who never actually called. Have reported to ACCC.

Update: After a week of troubleshooting, my internet issue is finally resolved. While I appreciate the eventual fix, it shouldn't have required my intermediate networking knowledge to push for a solution. It's frustrating to be treated like a novice when you're reporting legitimate technical issues. For anyone experiencing similar problems, I recommend researching online forums and advocating for yourself with technical staff.

I'm incredibly disappointed with my recent attempt to upgrade to Ultra FTTB. First, there was no warning that my existing modem wouldn't be compatible. Then, after purchasing my own replacement (which I had to return), I've been waiting two weeks for iinet to activate the upgrade. Apparently, the "procurement team" and "technical team" lack basic communication skills. A technician successfully installed and tested the new hardware, but iinet forgot to provision the service on their end? My account still reflects the old plan. This level of incompetence is unacceptable.

I'm only with iinet because my building's infrastructure limits my options. If I had a choice, I would have left years ago when the company offshored or moved out of state with it's customer service and operations,
and closing its Subiaco office, abandoning its focus on customer service. It's a shame to see a once-local company lose that personal touch.

I give Iinet themselves a 1 star for dropping email. I had been loyal for 30+ years, so have changed to Tangerine!
I give 5 stars to Sameer for his patience, helpfulness and honesty in assisting to resolve an account issue.
He went over and beyond!

Worst service ever. They use to be a great company but have now gotten so bad at resolving issues, I actually feel sorry for the people that for for them as there is only so much they can do to try and help. Never again.

An honest review - we had two years of smooth sailing with iiNet internet. Then there was a change to our account and it has all been downhill since there. No internet for last 3 months. 11 calls to iiNet support. Constantly bounced between unhelpful staff. When I tried to formally complain they disconnected the call or put me on hold for unending periods of time. Very disappointed. Will be switching internet providers immediately.

I canceled my iiNet service after THREE days of unresolved issues and switched to Aussie Broadband, which had me online in 40 minutes. Despite confirming my iiNet account closure, I’m still being debited four months later, each month.
Every month, for the past four months, I waste an hour chasing refunds for charges on an account that should no longer exist. This is beyond frustrating. Do I need to change my name, move abroad and close my bank account to stop this???

How can a company claiming to be a leading Australian provider fail to close an account properly? Fix this immediately, stop the debits!

iinet unilaterally decided to outsource email provision to The Messaging Company. The result has been non existent customer service, considerably increased spam, lost emails including archive email, delayed receive and send and overcharging for a previously free service. After 15+ years with iinet I am moving to another isp as clearly iinet do not value its customers

We were customers for more than 20 years. We wanted faster internet so moved to FTTN. Should have been a smooth process but somehow they created 2 accounts for us. We got a message to say bill unpaid so husband called to organise payment on phone and fix it up so that the payment could come out every month. Somehow they’ve credited that payment to the wrong account and continued to send notice that said it wasn’t paid, husband called and was reassured it had been paid and all ok. Then one day our internet stops working at home. Turns out they disconnected us. We received a letter the next day in the post to tell us we would be disconnected (very useful!!).
Anyway we would have stayed with iiNet despite the error if they just had of been motivated to fix the problem. It was like talking to a brick wall trying to get anywhere productive with them and being shifted from accounts to customer service to sales and back again. Their solution was for us to go through their sales department and start over again. As customers of over 20 years they had no motivation to retain us! So we have now moved to Telstra.

If I could give zero stars I would.

Atrocious customer service. Truly, the worst I've ever had. I cancelled my internet (due to moving house) a year ago, well in advance of moving. Despite this, my account ended up in credit. I am STILL communicating with them to get the money refunded. I have been told by numerous customer service employees they will "personally follow up on this matter", several have promised to escalate it/resolve it/taken bank details/blah blah blah. The mind boggles. I could not recommend them less.