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9% users rated Poor
3% users rated Average
5% users rated Very Good
14% users rated Excellent
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Richard Regan
A True Partner in Connectivity – My iinet Experience
As a dedicated customer of iinet for over three decades, I have always relied on them for seamless internet service. Recently, I decided to take advantage of their offer to upgrade to FTTP, expecting a smooth transition as advertised. However, what followed was a disappointing saga of errors and lackluster support. Despite following the instructions diligently, I found myself stuck in limbo, paying for both my existing NBN50 service and the promised NBN100 service without actually being connected to FTTP. Each call to customer service filled me with hope as the friendly agents assured me of a quick resolution, only to be met with more months of overbilling and unfulfilled promises. The frustration of feeling like I was being led in circles and paying for a service I wasn't receiving was disheartening. It seemed like no one was willing to take ownership of the issue, leaving me stranded in a sea of bills and false assurances. My advice to anyone considering iinet's FTTP upgrade offer based on my firsthand experience would be to proceed with caution. While iinet has been a trusted partner for years, this particular experience has left me questioning their reliability and efficiency. I sincerely hope that iinet can address these systemic issues to continue being the reliable and customer-focused provider that I have known them to be throughout the years. Trust is the cornerstone of any relationship, and I look forward to seeing iinet uphold their end of the bargain in the future. M
Mudguts
Exceptional Service and Support at iinet.net.au
Stepping into the world of telecommunications, I found myself wading through a sea of options until I stumbled upon iinet.net.au. From the very first connection, I could sense a world of difference. Their impeccable problem-solving skills and unwavering support left me astounded. Unlike the giants in the industry, iinet.net.au stood out like a beacon of hope. The ease with which they resolved my connectivity issues spoke volumes about their dedication and expertise. The transition was seamless, and I was left in awe of their efficiency. However, as life took a turn and I had to bid farewell to my humble abode, a new set of challenges emerged. Disconnecting proved to be a daunting task that lingered for months on end. The customer service, once stellar, seemed to falter under the pressure of farewells. The process felt like navigating through a labyrinth of demands and requests, each more perplexing than the last. As days turned into months, I found myself at a crossroads, contemplating drastic measures to sever ties. The thought of halting payments through my bank loomed on the horizon. The experience seemed far removed from the exceptional service I had initially encountered. Reflecting on these moments, I couldn't help but ponder – would the CEO of iinet.net.au subject their own kin to such a frustrating ordeal? The disconnect between the seamless connectivity and the arduous disconnection process left me questioning the essence of customer care. In the end, while the exit journey may have been tumultuous, the memories of their extraordinary support and service still shine brightly in my mind. iinet.net.au is indeed a gem in the rough, a provider that excels in connection but falters in disconnection. E
Erin
Resilient Support, But Lost in Translation
Embarking on a quest to address a router hiccup with iinet.net.au unveiled a challenging venture. Amid the intricacies of the technical realm, communication became the unsung hero, or rather, the missing link. As I reached out for aid, a courteous consultant graciously took the reins. However, our paths were destined to cross at the crossroads of linguistic disparities. The support team's valiant efforts were evident, but alas, the barriers of comprehension echoed loud and clear. Recounting intricate details proved to be a daunting task, met with persistent repetitions and unyielding misunderstandings. Though politeness adorned our interaction, the essence of the issue seemed to evade capture within the language labyrinth. In the realm of troubleshooting, a bridge is essential to navigate the turbulent waters of technical dilemmas. Alas, on this occasion, the language barrier loomed large, casting shadows on the road to resolution. Despite the valiant attempts and unwavering politeness, the essence of the issue remained shrouded in misunderstanding, leaving a yearning for seamless communication in its wake. Thus, while the support's resilience was admirable, the journey through the maze of miscommunication left a poignant mark, underscoring the vital role of clarity and understanding in the realm of customer assistance. C
Carissa
A Radiant Duo: Happy Angeles & Jody Cochrane Illuminate Customer Support at iinet.net.au ⭐⭐⭐⭐⭐
I am elated to share my heartfelt gratitude to the exceptional team at iiNet, particularly Case Manager Happy Angeles and Customer Service Representative Jody Cochrane. Their swift and effective assistance left me in awe, truly setting a shining example for customer service excellence. Happy and Jody not only listened attentively to my concerns but also resolved them with utmost efficiency, rekindling my confidence in customer-centric support. The way they handled my queries and resolved issues promptly reinstated my faith in the customer care industry, demonstrating a profound commitment to addressing customer needs. Their dedication and professionalism exemplify the gold standard for customer service, going above and beyond to ensure a seamless experience. While my interaction with Happy and Jody was stellar, regrettably, my experience with other team members fell short. Despite encountering challenges with email offers, NBN services, and billing discrepancies, the unwavering support from Happy and Jody stood out amidst the chaos. Their proactive approach and genuine concern for resolving issues reflect their dedication to customer satisfaction. Despite facing hurdles, the unwavering support and exceptional service provided by Happy Angeles and Jody Cochrane overshadowed any setbacks. They exemplify the epitome of customer service excellence and are a beacon of light within the realm of support services. I extend my heartfelt thanks to Happy Angeles and Jody Cochrane for their unwavering dedication and exceptional support. Their commitment to resolving issues promptly and professionally has left a lasting impression on me. Thank you both for your outstanding service and for restoring my faith in exceptional customer support. With sincere appreciation, A Grateful Customer M
Mena
A Frustrating Maze of Hours Lost: An Honest Review of iinet.net.au’s Service
Having wasted countless hours today and the next day and the next day, I feel compelled to share my candid experience with iinet.net.au. The ordeal began with a visit from the NBN technician, who diligently sorted their part in over an hour, leaving the reins to IInet. Unfortunately, this is where the downward spiral began. Despite the swift closure of job tickets, the recurring internet dropouts rendered any productive work impossible. Multiple technicians later, with enduring intervals of enduring their self-promotional spiel, promised callbacks led to nothing but perpetual waiting. The frustrating climax arrived when, seeking escalation or support, I was advised to disconnect and redial, subjecting myself to another round of adverts. In terms of service quality, IInet is a true disappointment, ranking among the most lackluster encounters in recent memory. Fast forward two days, and the internet was entirely offline. Cue a barrage of promising emails, attempting to mask the persistence of the fault by shuffling case numbers. The email chain, although extensive, provided little resolution. Adding insult to injury, news surfaced of yet another "service" scheduled in the area. Digging deeper, the realization that IInet is under TPG's ownership shed light on the bigger picture. Questions about the primary investors of TPG led to surprising revelations, opening up a Pandora's box of corporate interests. A stark reminder to always question who ultimately benefits from subpar services. In a landscape dominated by corporate giants, it is crucial for consumers to scrutinize the ownership structure. Transparency is key in combating prevalent issues. As my internet service struggles to resurface, the broader context of corporate influence casts a shadow over the customer experience, urging a reevaluation of service providers and their stakeholders. L
Louis Gillen
A Decade of Loyalty Dismissed: A Tale of Customer Service Woes
Reflecting on my 10-year journey with iinet.net.au, I find myself torn between a decade of loyalty and recent frustrations. The hope of a seamless online experience was shattered as I grappled with internet issues for weeks, longing for a resolution. Finally, when the light at the end of the tunnel appeared, a miscommunication within iiNet's departments left me stranded, disconnected. The long-standing bond seemed to wither in the face of indifferent service levels over the past year. Despite my enduring loyalty, the struggle to restore connectivity was met with a demand for a reconnection fee. The once trusty companion in my digital endeavors seemed to have lost sight of the value built over a decade. While the memories of seamless browsing and reliable service linger, the recent encounters have cast a shadow over the longstanding relationship. As I navigate these turbulent waters, I urge iinet.net.au to revisit their customer service approach and rekindle the trust of patrons who have stood by their side through thick and thin. In a digital landscape ripe with choices, the essence of customer care should remain the cornerstone of every interaction. Let this tale serve as a reminder of the delicate balance between retaining loyal customers and nurturing new relationships on the path to service excellence. M
Michael
Turning Lemons into Lemonade: My Honest Journey with iinet.net.au
Let me share my experience with iinet.net.au as I embarked on the journey to upgrade my nbn to FTTP. Excitement brimmed within me as I anticipated faster and more reliable internet. However, little did I know that this journey would test my patience and loyalty. A hiccup arose when my old phone number was not ported over as expected. Frustration set in when I discovered this mishap by trying to dial my mobile from the familiar digits. As I reached out to resolve this issue, the proposed solution left much to be desired. The notion of having to opt for a new plan, accompanied by an additional cost of $129 upfront and $30 extra each month for half a year, seemed like a bitter pill to swallow. Disheartened, I couldn't help but feel like a mere pawn in a corporate game, where the guise of problem-solving masked a sales-driven agenda. It felt as though the company's focus shifted from rectifying their oversight to upselling a new plan, making me question their commitment to customer satisfaction. As I reflect on this experience, I am reminded that challenges can unveil the true colors of a service provider. Despite the initial setback and the additional $300 burden placed on me due to their oversight, I strive to see the silver lining. This encounter serves as a testament to the importance of transparency, accountability, and genuine customer care in the realm of service providers. Though my journey with iinet.net.au may have taken an unexpected turn, I remain hopeful that this feedback will spark a positive change in their customer service approach. After all, it is within the realm of adversity that opportunities for growth and improvement lie. L
Liza Tang
Unparalleled Support and Service: A Rare Gem in the World of ISPs
Embarking on my journey with iinet.net.au, I discovered exceptional support beyond compare. Despite a rocky start, where connectivity issues persisted, I reached out to their customer service team, desperate for a solution. To my surprise, a kind and knowledgeable representative patiently listened to my concerns and diligently investigated the matter. With empathy and professionalism, they reassured me that my issue would be resolved promptly, ensuring that I felt heard and valued as a customer. Unlike my previous encounters with other ISPs, where blame-shifting was the norm, iinet.net.au stood out by taking ownership of the situation and striving to deliver a seamless experience. In the end, what truly set iinet.net.au apart was their commitment to excellence. Instead of brushing off my concerns, they actively engaged with me to pinpoint the root cause of the problem. Through their dedication and expertise, the issue was swiftly rectified, restoring my faith in reliable internet services. In a world where subpar customer service has become the norm, iinet.net.au shines as a beacon of excellence. I wholeheartedly recommend their services to anyone seeking a provider that goes above and beyond to deliver unparalleled support and service. Thank you, iinet.net.au, for turning a challenging situation into a positive and memorable experience. P
Paul Felt
An Unforgettable 12-Year Journey with iiNet: A Customer’s Heartfelt Reflection
As a long-time customer of iiNet, I've witnessed the company's evolution from its early days to its current status. For over 12 years, I've relied on iiNet for various services, including broadband, mobile, and NBN. However, recent experiences have left me deeply disappointed. In the past, I appreciated iiNet's Toolbox facility, which allowed me to troubleshoot and resolve issues independently. However, my recent encounter with tech support shattered my confidence in the company. I sought assistance for a simple task – changing a family member's email password. Little did I know that this seemingly straightforward request would turn into a 49-minute ordeal. During the agonizing wait, I attempted to resolve the issue through the Toolbox, only to encounter an unyielding error code 403 on multiple attempts. Desperate for a solution, I turned to iiNet's email service provider, only to face another hurdle – they required a verification code to be sent to the inaccessible email account. Despite my loyalty as a 12-year customer, iiNet's support channels proved unhelpful and even the live chat abruptly ended, leaving me feeling abandoned and frustrated. The company's inability to address a basic request has regrettably led to the loss of a longstanding customer. While reminiscing about the years of reliable service, it saddens me to part ways with a company that was once a cornerstone of my digital experience. Farewell, iiNet – it's disheartening to bid adieu after 12 eventful years. G
Gordon
Turning Adversity into Satisfaction: My Journey with iiNet
When I first signed up with iiNet, I faced some challenges with both mobile and internet services. However, what truly made a difference was the way iiNet's customer service team approached and resolved these issues. Despite the initial hiccups, I found the customer service to be exceptional. Even when I encountered background noise during a call, the representative remained professional and dedicated to solving my problem. Their ability to deliver top-notch service despite any distractions truly impressed me. Thanks to the unwavering support of the customer service team, the problems I initially faced were resolved efficiently. This experience transformed my perception of iiNet, turning my challenges into opportunities for the company to showcase their commitment to customer satisfaction. Today, I can confidently say that iiNet not only provides reliable services but also stands out for their outstanding customer support. I am grateful for the journey I have had with iiNet, as it has taught me the value of perseverance and the importance of exceptional customer service. Thank you, iiNet, for turning adversity into satisfaction. G
Gordon
Transformative Journey with iinet: Overcoming Challenges and Finding Stellar Customer Support
Embarking on my iinet journey was akin to stepping into a whirlwind of technical obstacles. From erratic mobile service to internet woes, each day seemed to present a new challenge. However, amidst the sea of uncertainties, I found a silver lining that shone brightly – iinet's unwavering commitment to resolve issues. While the road was rocky, the support I received from iinet's customer service team was the beacon that guided me through the storm. Despite the initial frustrations, their dedication to finding solutions and rectifying issues was truly commendable. I vividly remember one particular call where the background sounds of chickens crowing added a touch of whimsy to an otherwise frustrating situation. It was in that moment that I realized the authenticity and humanity behind iinet's customer service efforts. Through perseverance and a shared commitment to overcoming challenges, I discovered a newfound appreciation for the journey with iinet. Their ability to turn setbacks into opportunities for growth and improvement set them apart in a sea of service providers. Today, as I reflect on the trials and triumphs of my experience with iinet, I am grateful for the lessons learned and the unwavering support that ultimately led to a positive outcome. In a world where technical glitches can often overshadow the human touch, iinet stands out as a beacon of hope, embodying the values of empathy, resilience, and genuine care for their customers. My journey with iinet may have begun with challenges, but it has since blossomed into a genuine partnership built on trust, understanding, and mutual respect. M
Matthew Penn
Rediscovering Reliability: A Heartfelt Recommendation for iiNet.net.au
After 18 years of loyal patronage, I can say with a heavy heart that the service at iiNet had deteriorated drastically. However, I am delighted to share that my recent experiences have been nothing short of exceptional! The staff now exude professionalism and warmth, and their technical expertise has evidently received a significant boost. The revival of this once-excellent company has rekindled my faith in their ability to provide top-notch service. I now confidently recommend iiNet to anyone seeking a reliable internet service provider, especially those who work from home and rely on a stable internet connection for their livelihood. I am genuinely impressed by the positive shift in the company's ethos and service delivery, and I am hopeful that they will continue on this upward trajectory. Thank you, iiNet, for reclaiming your standing as a reputable and customer-focused organization. H
Henry Suttor
Revolutionary Connectivity with iinet.net.au!
I have to share my experience with iinet.net.au because it has been nothing short of revolutionary for me. I was initially hesitant to switch to iinet.net.au, especially after reading some negative reviews, but I decided to give it a try. And I'm so glad I did! The connectivity and service provided by iinet.net.au have truly exceeded my expectations. Gone are the days of frustrating moments when I had to deal with poor network coverage while using other providers. With iinet.net.au, I have experienced seamless connectivity, even in remote areas where I used to struggle with other providers. The reliability of the network is unparalleled, and I no longer have to worry about dropped calls or slow data speeds. It has truly transformed my daily routine, especially when I'm on the go. What I find truly remarkable is the consistent 4G coverage, even while traveling in a moving vehicle. Unlike my previous experiences, with iinet.net.au, I can rely on uninterrupted connectivity, allowing me to stay connected and productive no matter where I am. It's a game-changer for someone like me who is constantly on the move. In addition, the customer service provided by iinet.net.au has been exceptional. Any time I've had a query or needed assistance, the support team has been prompt, courteous, and highly knowledgeable. It's reassuring to know that help is just a phone call away, further enhancing the overall experience with iinet.net.au. I've also found that using iinet.net.au has significantly reduced my reliance on public Wi-Fi, as the network coverage is consistently strong and reliable. I no longer have to constantly ask for Wi-Fi logins when I'm out and about, adding an extra layer of convenience to my daily life. Overall, I can confidently say that iinet.net.au has raised the bar for mobile connectivity. The service provided has been exemplary, and I am thrilled to be a part of the iinet.net.au community. If you're looking for a provider that delivers on its promises and offers unparalleled connectivity, I highly recommend making the switch to iinet.net.au. It has truly been a game-changer for me, and I couldn't be happier with the decision to join the iinet.net.au family. H
Henry Suttor
Turning Frustration into Gratitude with iinet.net.au
From frustration to gratitude, my journey with iinet.net.au has been nothing short of enlightening. While my initial experience might have leaned towards disappointment, it has transformed into admiration for their dedication to improving their services. As a frequent traveler who relies heavily on mobile data, the constant struggle of navigating with inadequate signal strength had left me exasperated. Despite showing strong signal bars on my iPhone 13, the inability to load maps while driving was a persistent issue, leading to frustrating moments of being lost. The real test came when even in a stationary vehicle, browsing was a hit-or-miss affair, highlighting the inconsistency of service even in seemingly ideal conditions. This led me to constantly seek out Wi-Fi hotspots for a reliable connection, highlighting the gaps in my current provider's network coverage. However, it was this very experience that spurred me to reach out to iinet.net.au for a solution. To my surprise, their customer service team was not only empathetic but also proactive in addressing my concerns. Their technical expertise shone through as they patiently listened to my issues and worked towards finding a resolution. Through their efforts, I began to see a glimmer of hope in what had previously seemed like a bleak situation. As they guided me through potential fixes and optimizations, I started witnessing a tangible improvement in my connectivity experience. Today, as I reflect on my journey with iinet.net.au, I stand not only as a satisfied customer but as someone who appreciates the power of perseverance and dedication. While challenges may arise, it is the response to those challenges that truly defines a company. iinet.net.au has not only won me over with their commitment to excellence but has also instilled in me a sense of gratitude for the lessons learned along the way. Thank you, iinet.net.au, for turning my frustration into a valuable learning experience and for transforming me into a loyal advocate for your services. I eagerly look forward to continued enhancements and a future filled with seamless connectivity. A
Adam Aitken
Redefining Customer Support: A Journey After Losing a SIM Card
Losing a SIM card can be a stressful experience, especially when it happens during a trip overseas. When I found myself in this situation, I turned to iinet.net.au for help, and the experience was a mix of thorough ID verification and frustrating activation procedures. Upon ordering a replacement SIM card, I had to undergo a rigorous ID verification process, which, although understandable, required me to make a call to IINET. The communication during this phase was smooth, and I appreciated the thoroughness of the verification process. However, the real challenge arose when it was time to activate the new SIM card. The recommended procedure, which involved using the Toolbox and receiving a verification code on a working phone, proved to be extremely frustrating and confusing. As someone who didn't have a working SIM card at the time, I had to reach out to the support team for assistance, echoing the sentiments of other customers who found this process to be slow and unreliable. It was during this challenging phase that I had the opportunity to interact with Aisha from the support team. Aisha displayed exceptional politeness and clarity in her communication as she guided me through the activation process. It was through her guidance that I learned about the need to reply to an email sent by the Iinet Support Team a week prior, indicating the receipt of the replacement SIM card, which was a crucial step in the activation process. This step, unfortunately, was nowhere to be found in the documentation, leaving me and presumably others feeling perplexed by the lack of clarity and user-friendly procedures. Aisha's professionalism and willingness to assist were commendable, yet it was disheartening to see her having to apologize for the shortcomings in the activation process. This experience left me pondering the number of times I had to undergo verification and questioning the need for such redundant procedures. Currently, I find myself in a waiting game, hoping that someone will read my email and take the necessary steps to activate my SIM card. This part of the journey has emphasized the importance of clear communication and streamlined procedures in delivering exceptional customer support. In conclusion, while my experience with iinet.net.au had its challenges, it also highlighted the invaluable role of dedicated support staff like Aisha and the need for clearer and more user-friendly procedures, ultimately redefining the standards of customer support.
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Introduction
iinet.net.au is one of the leading internet service providers (ISPs) in Australia, offering a wide range of broadband plans to residential, small business, and corporate customers. With a focus on delivering reliable and high-speed internet connectivity, iiNet has established itself as a trusted name in the industry, serving millions of users across the country.
Pros and Cons
- Pros:
- Extensive coverage: iiNet has a widespread network that covers many areas across Australia, ensuring that customers can access their services in most locations.
- Variety of plans: They offer a range of broadband plans to cater to different user needs, from basic home usage to higher data allowances for heavy usage.
- Reliable connection: Customers can expect a stable and consistent internet connection with minimal downtime.
- Bundled services: iiNet provides options to bundle services such as home phone and Fetch TV, offering customers convenience and cost savings.
- Cons:
- Limited regional coverage: While iiNet has good coverage in most areas, some remote or rural regions may have limited connectivity options.
- Price competitiveness: Compared to some other ISPs, iiNet's pricing may be slightly higher, particularly for their faster speed plans.
- Customer service wait times: At peak times, the customer service wait times can be long, which can be frustrating for customers seeking assistance.
User Experience
With a user-friendly website and intuitive navigation, iiNet provides a positive user experience. Customers can easily browse through various plans, check their availability, and place orders without any hassle. The website also offers helpful resources such as FAQs, guides, and troubleshooting materials to assist users in setting up and managing their internet services.
Pricing and Value for Money
iiNet offers a range of broadband plans at different price points, allowing customers to choose a plan that suits their budget and usage requirements. While their pricing may be slightly higher compared to some competitors, customers appreciate the reliability and quality of the service provided by iiNet, making it value for money.
Customer Service
The customer service provided by iiNet is generally good, with knowledgeable and friendly staff available to assist customers with their queries and technical issues. However, during peak periods, the wait times for customer service can be significant, leading to frustration for customers in need of immediate support.
Product Quality and Selection
iiNet ensures top-quality products by offering top-notch modems and routers to accompany their broadband plans. Customers can rely on the equipment provided to deliver a seamless and reliable internet experience. Additionally, their selection of plans caters to a wide range of user needs, ensuring that customers have ample choices to find the most suitable plan for their requirements.
Website Usability
The iiNet website is well-designed and easy to navigate, making it convenient for users to find information about plans, availability, and additional services. The website also features a user-friendly login portal for customers to manage their accounts, view usage details, and make payments effortlessly.
Returns and Exchanges
iiNet has a clear returns and exchanges policy in place for customers who experience issues with their equipment or need to cancel their services. Customers can contact the support team to seek assistance in resolving their concerns and initiate any necessary returns or exchanges as per the policy guidelines.
Promotions and Discounts
iiNet occasionally runs promotional offers and discounts, providing customers with opportunities to avail cost savings or additional benefits when signing up for their services. These promotions are communicated through the iiNet website, newsletters, and other marketing channels, enabling customers to make the most of these limited-time offers.
Reputation
iiNet has built a strong reputation in the ISP market in Australia. With years of experience and a large customer base, iiNet is known for its reliable service, quality internet connectivity, and strong support network. Their commitment to providing excellent customer experience has contributed to their positive reputation in the industry.
Payment Options
iiNet offers various payment options, including credit/debit card, direct debit, and BPAY, giving customers flexibility in choosing the most convenient method for their bill payments. Customers can also set up automatic payment arrangements for seamless and hassle-free billing.
Loyalty Programs
iiNet has a loyalty program called "iiRewards" that rewards customers for their continued support. Through this program, customers earn points for their payments, which can be redeemed for various benefits such as discounts on iiNet services or exclusive offers from partner businesses.
Customer Reviews
Customer reviews of iiNet are generally positive, with many customers praising the reliability and speed of their internet connectivity. Customers appreciate the helpful support provided by the customer service team, although some have expressed dissatisfaction with long wait times during peak periods. Overall, iiNet has a good reputation based on customer feedback.
Community Involvement
iiNet actively participates in community initiatives and sponsorships, supporting various local organizations, events, and charities. They believe in giving back to the community and fostering positive relationships with their customers beyond just providing internet services.
Shipping and Costs
iiNet provides free shipping of their modems and other equipment directly to customers' addresses when ordering their broadband plans. The costs involved are transparently communicated on their website, ensuring customers are aware of any additional charges or shipping fees associated with their orders.