iiNet Reviews 

Michelle from Customer Care I spoke with today on 04/09/2026, was so helpful and fantastic. I have been going through some hardship and she pulled out all of the strings to help me that she could. Not to mention she repeated information I didn’t quite understand, showed great empathy towards me and made me feel very valued as a customer even though I had to cancel my service. I will definitely be using iiNet in the future, the service is good enough and Michelle’s service is something I will remember. Thank you.

1 month ago I called up to understand why I was being billed for a cancelled service. After the usual backwards and forwards, iiNet finally conceded and promised that I would be refunded for the extra month I had been billed. Instead, today I was billed again, so I called them and was told that "my cancellation hadn't gone through" and I would need to wait another month for the refund, and it would not include the previous amount. In other words, I was expected to pay for their inability to cancel my service.
Only after threatening to go to the ombudsman was I finally told that the cancellation has been prioritized and a manual refund created. Given that this was obviously always an option, it shows how they treat their customers that this wasn't initially suggested.
I joined iiNet 20 years ago. They were a great company then. It is sad how far they have fallen.

Signed up for their service (correct web site) but couldn’t log into my new account, I called them and they have no record of me. There is a pending transaction for $49.99 from them however, but their billing dept knows nothing about it, so thats cool!

Edit. 14 hrs later and got the email and sms confirmation

I have been a customer of iiNet for quite some time, but unfortunately the service and support have become extremely disappointing.

My internet connection had been repeatedly dropping in and out. This time, iiNet remotely reset my modem, but something went wrong during the process and my internet stopped working completely.

I was told that the issue would be resolved, but three days later I was still without a proper solution. A technician was also scheduled to attend, but they failed to turn up.

For a long-term customer, this level of service is simply unacceptable. I understand that technical problems can happen, but what matters is how a company responds when something goes wrong. In this case, the communication, follow-up and support were very poor.

After this experience, I decided to move to another provider. I expected much better from iiNet after being a customer for so long.

Very disappointing experience. I would not recommend iiNet based on the service and support I received.

Absolutely garbage Service, my wife has called 4 times to have me added to the account and has been lied to every time and told they will do it, only for it not to be done. We are having constant issue and every time I call to lodge a job I’m told they need to speak to the account holder, and we go through the same old crap again. Today I called once again and was told they need to speak to the account holder, so I got my wife and told her to just cancel the service and we will go somewhere else, only to be hung up on.

I have been a customer for many years and they keep upping the price of my mobile phone and internet without any recourse to the original plan I signed up to. Totally unreasonable and unforgiving. Yet suddenly now (after two hours) on the phone, they finally agreed to keep my plan as is. So good on them for valueing long time loyal customers 🙌

Iinet continues to jack prices up with no notice and are extremely difficult to deal with. Customer service is a nightmare.
I am disgusted. I have spent so many hours on the phone trying to resolve issues and they fail to leave notes. Make sure you keep records of all conversations. Better yet, chose another service provider.

⭐ **1/5 – Absolutely Terrible Service**

iiNet has been an absolute disaster. After more than a year with this company, I can confidently say this has been one of the worst internet and customer service experiences I’ve ever had.

They have absolutely no problem taking **$84 from my account every month**, but when it comes to actually providing a reliable service or fixing a problem, suddenly nobody seems to care.

My home internet drops out roughly **every 5 hours and can stay disconnected for around 30 minutes**. This is completely unacceptable for a service that costs $84 a month. I’ve contacted them about the issue, yet instead of properly investigating and fixing it, I feel like I’m just being ignored and passed around.

What exactly am I paying $84 a month for?

The customer support has been incredibly frustrating and the lack of responsibility is shocking. A company charging customers every single month should at least be capable of providing a stable internet connection and taking complaints seriously.

After more than a year, I’ve had enough. **Terrible service, terrible support, and absolutely not worth the money.**

iiNet seriously needs to be ashamed of the level of service it provides to paying customers.

Going to ombudsman, cancelled internet in january this year as i was leaving rental and moving into another house with pre set up system. Was told to discard modem and months after cancellation received emails demanding modem i had already thrown away. Now being charged without permission despite reporting recorded conversation i had with customer service advising me to discard modem. Do not under any circunstances trust this business with your custom

It beggars belief that this 'service' exists given its incompetence. I won't bother to go into the troubles we have experienced as a family, other than to say that I was hopeful as new mobile customers, that iinet would be happy to get our business and treat us well. Attractive discounts were to be applied because we are with iinet internet (we've had no troubles with the internet). Signing up to the mobile service is enough to make you want to cry. Paid up front and still waiting for sims after 2 weeks. Another hour on the phone on a Sunday. The service in Australia was admirable in 2005, depleted over the next 15 years and is now defunct. Its a useless situation and whoever is in charge of the iinet mobiles should seriously think about going elsewhere. Signed, Exhausted (again)

What a terrible start as a new customer! Firstly their registration form doesn’t allow for “04” numbers, then harassed multiple times to keep RE-submitting selfies and photos of my passport. Totally useless systems and processes already, doesn’t give me much faith for the WiFi service!

Anyone reading, just stay the hell away. Changed mobile and internet and it was literally the worst idea ever. Mobile coverage - horrible, Internet - absolutely dreadful. Just don't guys, biggest waste of time and money. It was actually irritating the whole process and all it does is make you want to throw your phone and throw the modem. Again, just don't.

They are scam dont use it
Money deducted and no email confirmation nothing. When called, they said we have not received any order and you have to speak with billin team to get your money back

Terrible billing implementation. The time between receiving the invoice and the attempt to charge does not provide adequate time to ensure there are funds available. If there are not, the saved card is removed from the account, thus hindering a manual payment, and a veiled threat to cut the service off is sent. When I attempted to offer some constructive criticism about the customer service aspect of this, I was effectively told that it is my fault and I should make sure funds are available beforehand.

terrible provider , tried to change plan as they increased over time .I rang up to get a fairer deal and was moved to a new plan , which isnt explained to you , they charged more inadvance and my credit card was charged twice , their excuse is as i set up a new plan I needed to pay inadvance , total scammer even though I was an exsisting long term client . They dont look after long term customers , they trick you to sign up and then the prices go up .July I paid out $163 for a basic service . Total pack of scammers

Very bad customer services, wouldn’t recommend them

I have had good experiences. Just got off the phone with a great customer service rep a few minutes ago, I find the customer service from iiNet has generally always been fast and competent. Been a customer for over a decade, which included moving address and navigating several new NBN connections. Their ai customer service bot sucks, they all do, but iinets is easy to bypass and talk to their human staff who are great. The other telcos I deal with the AI bots are much harder to bypass.

Avoid this company like the plague

Dreadful service and their customer service is non-existent. Spent an hour on the phone getting passed around. Each of them were reading some rehearsed script out to me as evidently they're not capable of having a regular conversation. I'm STILL without any service and I'm told 'nothing' can be done unless I upgrade my service. They have me hostage.

The lot of them tried to upsell me on a new product that I initially agreed to but in subsequently looking at comparative pricing online seems I was taken for a ride. Now they're spamming my phone daily trying to sell me their more expensive product.

I urge everyone to steer clear. As bad as Australian broadband providers are, iiNet are the worst. As soon as I can leave this company I will.

Only because zero stars is not an option. They've closed the Ultra broadband support in Australia and there is now no specific support for the service so no-one can respond to questions about pricing and modems. ALL the O/S call centre staff I've spoken to have been borderline incompetent with multiple explanations required for everything. They actually advise you to call back and see who you get next time. Or you can send an email and wait, hopefully, 72 hours for a response. This company is a greedy corporate shell of what it used to be. I couldn't recommend it any less.

Does anyone work @24/7 tech support line ? On hold for more than 35 minutes........

Worst service. Time to look for another provider.