iiNet

Was told when changing ISP it would automatically get cancelled. It didn't. Iinet kept charging me. They would not even refund us. Off shore robots, not Australian. I would avoid.

They just bumped their prices with a promise of doubling speed to 100Mbps. Today I test it at 2.67Mbps. Couldn't even log in to iiNet. Company has absolutely gone to the dogs. Been with iiNet since Michael Malone started up in his garage in Perth. Such a shame what was a great company is now useless. (About 35 years ago.). Farewell iiNet.

Worst ever cut internet off wasn't even due yet. Gave proof of payment still nothing. Tine to change. Best advise is not to connect with them have had issues for 3 mths now and still not fixed. Promised call back the next day 3 days later they called let it ring once and hung up then sent a text couldn't get hold of me. What an absolute joke these are.

Absolute worst company to deal with – Absolute worst company to deal with. I ported my service NBN and VOIP to Aussie Broadband because of the constant drop outs, NBN went across fine, VOIP is somewhere in limbo. Called tech support numerous times and each time I get a different answer.… Read more

I have been told the service was canclled by me but on the toolbox it still says service is active, I have been told there is no issues and the service is able to be ported across without issues, I have been told that since my NBN went across my VOIP was cancelled and that the only way to get my VOIP back is to transfer internet back to iiNet (which feels like I'm dealing with a hostage situation). I have been calling every couple of days and have been passed around the tech support team, provisioning team and then for some reason I was passed to sales. Next step is telecommunications ombudsman because the situation is ridiculous.

I have been an iinet customer for many years paying by direct debit. My bills have always been paid on time so I find it quite insulting that I now receive, within seconds of each other, a message and an email telling me to make sure I have sufficient funds in my account to pay my bill. Show details

Changed to iinet. It took 2 weeks to get any txt messages. Came in bits and pieces, Using previous plan usage information was recommended the 50mb plan. Continuously get Txt that I need to top up the account as data used, Changed to max plan but… Read more

don't get the 6 months intrduction at 50% off, Realy wish I had not changed over, It's bad!!!!!!!!! Slow slow slow

I had an excellent experience with iiNet today while cancelling my NBN service. I spoke with Ruby, and she was absolutely outstanding. She was patient, kind, and genuinely listened to my situation without rushing the conversation. What really stood out was how clearly and thoroughly she explained everything — including billing, refunds, and next… Read more ·  1

steps — so I had complete confidence in the process.

The entire interaction was handled within about 15 minutes, and there was no pressure or unnecessary back-and-forth. Just professional, respectful, and efficient service.

It’s rare to come across customer service at this level, especially when you’re calling to cancel a service. Ruby is a real credit to iiNet.

Thank you again for making what is usually a frustrating process so smooth.

Had FTTP installed today, iiNet coordinated with NBN very well. The device came before appointment. Technician came and completed work in specified time. He set it up and test it. It an early stage and it is seamless process so far, so good. Show reply

Originally 1/5 bumped right up to 5/5. iiNet responded and rectified within minutes.... Gosh I guess you won me back... I received confirmation that my account was cancelled on the 11/03/26 with a note saying that I'll get a refund for the remaining term. Nup! On the 13th they instead charged the full next term without any receipt. Is this just straight up theft? Show details ·  3

I cancelled my mobile SIM plan last week and called to confirm the cancellation. However, a week later, they still charged me for the next month's prepaid plan. When I contacted them through the chat, they told me they couldn't help me there and that I had to call. So I called them, and they said I should have cancelled it earlier. They also told me that the refund would take up to two months, which is really frustrating. :/

Six weeks, no fix, missed callbacks, and a router that made things worse After six weeks of trying to resolve a simple DNS issue — which I diagnosed myself before even contacting iiNet — I am still without a working service and have now been forced to escalate to the Telecommunications Industry Ombudsman (TIO). The problem: extremely slow page… Read more

loading across all devices. I tested Cloudflare and Google DNS before calling, and performance improved immediately. I told iiNet's technical support team it was DNS-related. Instead of investigating, they sent me a replacement refurbished Sagemcom router. It didn't fix the issue — it made things worse, degrading my Wi-Fi coverage on top of everything else. I reinstalled my original Nokia gateway and asked iiNet to arrange return of their router. That request was ignored for weeks.

What followed was a pattern of being transferred between departments, re-explaining the same issue from scratch each time, and being left with no single point of contact or ownership.

The most frustrating example: a callback was scheduled for 11:00am on 18 June 2026. I waited. No call came. I then received an email claiming they had tried to reach me but couldn't. My phone records show no call from iiNet during that period. This was not a one-off — missed and phantom callbacks were a recurring theme.

Today, I called again. I provided my case number. I was still transferred twice and forced to explain the whole situation from scratch — spending over 45 minutes on a call still unresolved as of writing.

I have since lodged a formal complaint with the TIO and will be providing full records of my interactions, emails, and phone logs.

If iiNet cannot resolve a DNS issue in six weeks despite being given the diagnosis upfront, and cannot honour basic callback commitments, I cannot recommend them to anyone.

Totally botched my service switch, caused NBN to turn off my service then told me they couldn't fix it, took several calls, lost 24 hours of internet service, absolutely pathetic

Two issues before I decided enough was enough. Some years back my legal business email account was with an iiNet subsidiary. Through a "technical fault" they managed to wipe out somewhere between 17,000 and 18,000 of our emails, all of which related to Court matters or other legal issues. I couldn't get any sense out of their customer "service"… Read more

via phone so I attended their office in Subiaco (Perth). Do you have a back-up service? No. Is there any way I can recover these emails? No. Any hint of an apology? No. I cancelled the account the same day. My daughter is about to take over ownership of a small local restaurant, which uses iiNet for phone line and EFTPOS terminal internet connection. I'm assisting her with the admin side of the changeover and as part of this I called iiNet to advise them of the change of ownership. I was told that I needed to be with the current owners and to call a number which the iiNet rep gave me, so that we could jointly confirm the change of ownership of the business. Two days ago we did as instructed. The first issue was that the number I had been given was for home installations, not business installations, so there was a delay whilst we were transferred to the correct section. That probably took 20 minutes or so of listening to recorded music with an occasional interjection from the young Philippina apologising for the delay. Eventually we were connected to a gentleman to whom we provided all the detail he requested and we were then put back on hold, this time without music to listen to. After a further 15 - 20 minutes he came back on the line, briefly apologised for the delay, then back on hold again, firstly with a couple of minutes of music and then silence again. 56 minutes after initiating the call, connection was lost. Did anyone bother to call us back? Of couse not, even though they had full contact detail. Do they still have the restaurant's business? For the next 10 days, yes, but that will be my last usage of iiNet, ever. I've already lined up an alternative provider for when my daughter takes over at the and of the month and the current owner will be cancelling his personal iiNet account.

I have been using iiNet 5G modem for about 4 months now and as a very low internet user, mainly for simple computer tasks, video streaming I can say it is very disappointing. The internet often lags to the point where I can’t even run a speed test as it comes back with an “unable to connect”. TikTok videos 80% of the time lag and need over 20… Read more

seconds to buffer one video. There is no chance you could play online games ie ps4 with it. All in all I unfortunately wouldn’t recommend.

Would be no stars if I could Have had internet issues with iinet that have been on and off for several months Issue was resolved temporarily about 6 months ago but have started again in the last 2 months Have had to fight to get a modem replacement which was confirmed nearly 3 weeks ago, despite calling back to ask where my modem was I was told… Read more

it wasnt accepted for delivery that was a week ago

Called again today to follow up on the issue and theyre having an outage so cant do anything, an outage I was only advised of after waiting on the phone for 30 minutes

Really terribly poor service lately and Ill be going elsewhere at this point

Every time NBN opens the service pit in front of my house i get disconnected. It then takes me at least 30 calls to iinet and two weeks to get connected again. Every time you ring up you have to explain the whole event over and over again and be referred to numer of operators that do nothing once you hang up.. All they try to do is to shift the problem to your own hardware. If i could give zero stars i would. Show details

Literally one the WORST experience I have ever had with a ISP. The support is so awful, the poor people working there are not equipped to handle the countless issues with the modems and service. The Internet drops in and out constantly even if you change modems. Don't be fooled by the cheap cost. You'll pay with your sanity trying to solve issues… Read more

with their support team. Every time I asked a question I was put on hold saying they are "speaking to their engineering team" and repeat the same statements over and over again. At times the Internet download speed was as low was 6-10! What a joke!

Dishonest, lying and incompetent!! This company has gone down hill bad They have been contacted 7/8 times over the past 5 weeks with moving my service to my new house, every person there tells the cancellation is being processed but you ring back 4/5days later following it up with a case number and its like starting over again, they dont even ask… Read more

for the case number as they have never actioned anything. Refuse to put you through to a manager. Hours of my time, still owed over $130 in credit after 5 weeks and still zero action

I received an email from iiNet advising that the NBN Plans were changing, so my plan was being upgraded to an NBN 500 plan. This was a big speed increase, which I realised my existing Huawei modem would not support the higher speeds. I contacted iiNet to find what my options were. Great news!. I'd been an iiNet customer for over 15 years, so they… Read more

would supply me with a new TPlink VX420G2v Modem Router - for FREE! Terrific.

I've now been using the new router for a month without a problem, slowly adding some Parental controls, changing some basic configuration including disabling Band Steering, adding some MAC filtering etc. There is no full manual available but the configuration stuff that iiNet doesn't want you to touch is locked away from us customers anyway.

I'd been semi regularly checking when the new speeds were being implemented as Oookla still showed the speeds from my older plan. Today, I turned the router off and on, and to see whether that was required to get the extra pace but now found that the router wouldn't hold its configuration to the NBN. It would repeatedly work for 10-15 minutes, before a reboot would be required. It would work for a further 10 or so minutes.

A call to iiNet went through their standard checks, and they did some resets at their end. However, the problem would not resolve at my end. A follow-up call to iiNet some 5/6 hours later went through a few more procedures, including a hard reset on the TpPLink device with nothing connected except the Arris NBN NTD Modem. After working briefly, it again lost its Internet connection, and disabled the unit's operation (on wifi or cable). I was then told by iiNet support, that my adjustments made to the router through its own web interface had damaged the unit (without evidence), and that I would need to pay for any replacement device - the implication is that anyone can damage the configuration of the device by simply using the device's web interface. If so, then that's a fairly pathetic device - why would I want another, AND have to pay for it? I told them that the unit that they supplied was faulty and was not fit for purpose, and that it should be replaced it at no charge. While they supplied it free, surely it would be under a warranty? Apparently not.

I've now put in the old Huawei modem back into service - lucky I didn't toss it. I'd hate to think what iiNet support gets away with their unlikely explanations of faulty equipment to other customers. I'm now stuck on the slower speed while I contemplate changing from iiNet to another ISP.

After 20+ years f being an iiNet customer, we lost our internet access on the day before a long weekend. I rang them and they said that there was nothing wrong at their end, and the problem must be at our residence. I paid a technician to come in and he checked our setup and confirmed that all was OK internally and that his testing showed that… Read more

there was an issue at the local node. I rang repeatedly over several days and iiNet refused to provide any support to fix the problem, apart from repeated requests to reboot my router, so I eventually switched providers who had me up and going almost immediately (by fixing the issue at the local node). After reviewing my iiNet logs after switching providers, the usage recorded against my account went through the roof after I lost access, even though I'd switched my modem off and was using my phone as a hotspot for internet access. I sent that information to iiNet who never acknowledged any possibility that the problem was anywhere but within my home.

After spending an incredibly painful evening on the phone trying to troubleshoot a new modem’s connection issue, I can’t wait to give these guys the flick. The Cape Town call centre staff were knowledgeable and helpful, and previously solved this exact type of problem for me quickly and without fuss. The new bunch are unskilled and completely unhelpful. Back to old glitchy modem it is.

Insanely bad customer service, you are better off going with aussie broadband or superloop just for the significantly better service alone. Take it from someone who has dealt with such a horrid provider for several years, only upside is decent price even then this provider isn't worth your pretty penny.

iiNet Overcharges Existing Customers!!! I have been with iiNet on the FTTB Max plan, which is advertised as a no-contract plan. The current regular advertised price for this plan is $79.99 per month, but iiNet has been charging me $89.99 per month for the last 11 months. They did not notify me when the price changed, nor did they automatically… Read more

apply the lower price to my billing. When I finally noticed the issue and contacted the support, they refused to refund the difference and refused to apply the current regular price going forward.

Instead, they kept insisting that they would continue charging me $89.99 because that was the price I signed up for. This is absolutely ridiculous, given that the plan is clearly advertised as no-contract and commitment-free.

If you are with iiNet, check your bills carefully. They are most likely doing the same to you. I am lodging a complaint with the Telecommunications Industry Ombudsman and reporting them to the ACCC.