iiNet Reviews 

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.

The absolute worst provider with a terrible customer service team. Cancelled my service back in April due to ongoing speed issues. Speeds well below what I was paying for and everytime I tried to resolve the issue I was told it would be escalated and I would then get an sms within an hour or so saying escalation has been cancelled as no issues found their end. This went on for weeks before I gave up and cancelled. Replaced the modem with new provider and Lo and behold, no more issues.
Now more than 2 months after cancellation they decide they want their modem back and threatening to charge a large fee for non return. Return receipt iiNet provided had no auspost info or address on it, so posted modem back to their locked bag address (address on the autosig) only to be told they can’t accept it and I need to fix it. Have a case manager who messages for me to call but call centre will never put me through. Received an sms today saying they tried to call (no missed calls?) and on trying to call back, staff would not put me through to complaints department despite having a reference number and sms asking me to request to be transition complaints team. Same staff member, (after promising to have case manager call me straight back), called me back 10 minutes later, claiming to be my case manager! since staff have resorted to lying about who they are I have now lodged a complaint with telecommunications ombudsman as it’s impossible to reach my so called case manager. Worst company I have ever dealt with and would never recommend.

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. :/

Absolutely the worst internet provider. Customer service is not helpful and doesn’t respond well to emails.
Was told to go to the dashboard for troubleshooting- pretty hard when the internet is so slow, despite the new price rise and promise of 5 times faster internet.

Terrible DO NOT JOIN YOU WILL REGRET IT !
Head my WARNING

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.

I had an extremely frustrating experience with this internet provider. The service was consistently slow and unreliable, often failing to deliver the speeds I was paying for.

The biggest issue, however, was customer service. I requested to close my account on three separate occasions, and each time I was told it would be handled. Despite these requests, the account remained active and I continued to be billed.

To make matters worse, I was charged for six months after I had stopped using the service entirely. Resolving the issue required repeated follow-ups, wasted hours on the phone, and unnecessary stress.

I would not recommend this company based on my experience. Poor service is one thing, but continuing to charge a customer after multiple cancellation requests is unacceptable.

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 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

Unfortunately you cannot score 0/5 stars. I would without hesitation. I detest telco companies at the best of times, but iiNet has plumbed new lows: they are right around the u-bend. I have (again) had an unresolved, reoccurring problem for about 6 weeks. Each time you call you get pased around from one department to another, no one takes responsibility for anything, robots following a script. I urge you NOT to use iiNet.

Complete incompetence. They can't even manage basic personal data!

I have had the absolute worst experience trying to cancel my service with iiNet. After wasting so much of my time trying to change my contract, they suddenly told me that my Date of Birth (DOB) in their system does not match my real identity. This is completely ridiculous and impossible.

How can a major telecommunications company fail to manage even the most basic customer personal data? Because of their own administrative error, I have completely lost all trust in them.
This is the first time I have ever experienced such terrible service.

What, i cant give less than 1 star. What kind of review platform is this. iiNet are THE WORST provider I have ever had. If you can achieve your goals by having ANY OTHER provider - DO IT. The worst. The worst the worst.

iinet is profoundly damaged - their service centre has no idea about customer interface or providing systems that make the user experience simple and fast. I must have burnt hours on the last technical issue. They were quite simply ineffective, and time consuming and vastly incompetent. I will never use them again. I ended my service and migrated to a company with a local service centre.

I have been a customer for years and have had problems with drop out and slow,on a very very regular basis.
Finally this week,I decided to cancel all services but they just won't take no for an answer, frustrated with all the dramas and now their holding my refund..5days of dramas and I am still not disconnected!!!!! They want to use my refund for further internet services...I want a refund and out of their company....😡
3/6/26...STILL WAITING FOR MY REFUND!!!!!! (definitely a good way for iiNet to make a few more dollars for themselves!!!)

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 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.

Horrible speed for work from home, bandwidth too slow half the time to work remotely today im only 7mb upload

I have been a custome with IInet for over 14 years, back when it was Westnet. I upgraded to their 5G wifi modem and have had nothing but trouble, when I told them that I can not connect to their modem I was told to take my business elsewhere. They own me money from direct debits and they promis too return it but I am still waiting after 2 weeks. I contacted the CEO and recived a responce form someone called Damien, he stated in an email he would call me to sort this out, I'm still waiting.STAY AWAY from Vodafone, TPG, iiNet, Internode, Lebara, and felix. Edit: IInet sent a tech out to me and I have been told that I can not use my exsisting hardware, they know of this fault and don't care. I was told it is my problem. I have taken IInet's advice and taken my business elsewhere. I have sent emails asking for my service too be stopped, and I am still waiting for a response, the case manager does not care or even replyed too me. it has been 3 days after there ultermatum of 48 hours. It has been given to the TIO.