iiNet Reviews 

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

Incompetent and they do not care about the service they provide you.

I have spent over 12 months trying to get my business telephones to work. I have been around and around in circles with them so many times trying to troubleshoot. Only now that I am leaving are they offering a technician to help. It has been the worst customer service experience I have ever had it has cost my business so much money and time.

This company is the worst company I ever gave money to. I regret terribly of ever being their customer. Worst internet i had. Can’t cancel the service because of the disgusting service and internet and keep getting charged for that service. Customer service keeps hang up in my face for over a month. Do not buy anything from them

Customer service so unreliable and useless they may aswell hire monkeys to do the job. Having the same conversation for 3 days going around in circles as they only have one reply, over the phone and in emails. My father passed away so I want to change the payment method for my grandmother to continue her internet and home phone service. I do not have access to his email to find the account number. I have provided the name and the address and the phone number in question. They continue to only ask for the account number. Better off putting an ai chatbot in charge of customer service because they are unable to read previous emails on the chain or come up with any solutions. They just lost a customer as my grandmother would of continued her service until her end of life also.

Terrible resolve, I told them to cancel my internet on the 23rd of July and they cancelled it on the 9th of July (the same day I called). Now my family and I are stuck without internet and they refused to give me back my money I used to pay for the internet for hours. IInet are scammers they said the only way to get my internet back was to restart and get a new account and router because the one they cancelled cant be restored and to pay upfront once again and they offered zero consolation for this major inconvenience. The supervisor was reading off a manuscript and could barely form a normal sentence. Utterly disappointed, zero solutions just taking more money and time from loyal customers.

My mobile phone was disconnected presumably due to a storm here. I need the mobile phone as I care for my elderly mother. I was told I need a new PUK number, but couldn’t get one as my date of birth was incorrect in toolbox. I’ve been with iiNet since 1990s- my DOB has never been incorrect. I’m still without a mobile as I need a mobile phone to receive a code to get into toolbox. The privacy team take forever to get back to you. I’ve had to obtain a sims card from another company to be able to call out in case of a medical emergency. Talk about Catch 22. I sent my new mobile number, but received no link to be able to get into toolbox. I understand about security but my security is put at risk with no mobile phone. Complete lack of understanding from iiNet. Terrible service they leave people stranded.

I purchased an esim with iiNet and ported my number across from Felix. After 1 day, I still didn't have access to mobile data, so I deleted an unfamiliar esim on my phone. This resulted in me losing access to my number as the porting process was incomplete. Nowhere in the instructions provided was it mentioned that a temporary number would be generated during the porting process, and not to delete this number.

I have now had to go through the process of verifying my identity with iiNet to request a new QR and confirmation code to re-set up my esim. Every time I've called the customer line about the status of this, I've been given scripted responses about the wait time and told that they, or I, cannot get in contact with the department responsible for this process so just to keep waiting. It has now been 3 days without access to my number, which is used for work purposes. Despite me stressing the urgency of expediting this process, I continue to wait for them to send me an email with the new QR code, a relatively simple task. As soon as this is sorted, I will be switching to another provider.