iiNet Reviews 

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

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.