iiNet Reviews 

I rated a 1 as there is no option for lower. My dad is 81 and had his phone stolen whilst working for St Vincent De Paul. He purchased a new phone with a different provider but wanted to keep his Same number. Seems easy enough, but 3 weeks later he still has no phone. Today we were on the phone for 90 mins as Iinet were sending him links to verify his identity and take photos of himself. A the while he still has his internet with them and my mums account is still with them. I have not seen a more inflexible approach to helping an aged customer ever. There was no option to speak with anyone on shore or someone who had capacity to effect these changes for my dad so he could basically accept these and move on.
Horrendous experience that's no closer to being resolved 3 weeks later and counting.
Update: Despite saying they are keen to help they haven't. They keep sending links for second validation of his identification to the phone number that was stolen despite being asked to at least send this to the new number. L the while they have direct debited the fee from his account for a service he hasn't had and has tried to cancel for 6 weeks. As an absolute last straw a claim has been lodged with the ombudsman.
Do not under any circumstances sign up with this company.

Be careful with iiNet, they take for ever to answer phone, put you on hold for mins-hrs. Plus when you change tarrif they say its customers job to close old plan that is BS.
I recently found out i was charged for new and old account, spoke to them last wednesday got told old account will be closed in 24-48 hrs, and will get a call to confirm. Still waiting for that call. I rang today got told same BS and the making excuses to return my money back which they charged wrongly beacause they hide from their job and responsibilities. Been 2 hours and still waiting to hear back from the manager to give me in writing when my money will be returned. I will be speaking to my lawyer for advice and seek route to take them to consumer rights court.
Be aware iinet staff service is horrible. My advice check your banks to see of you are getting charged twice.

AVOID IINET i will change service once my matter with them is dealt with
Iinet does not care for its customers.

I have messaged you already. Been over a week. Still awaiting call from your manager. Yet you took another payment on monday. Will take 2 years to resolve the pace your customer service team is going.

Internet speeds dropped to about .30mbps - Cant even load google at those speeds.... spent a total of 37 hours over a 30 day period for them to make no progress on getting it fixed... Funniest part is they sent a replacement modem to my address, but in somebody elses name - so was unable to collect it from the post office.... at every single turn they managed to stuff it up - Especially their customer service rep Cherry Pilar... Save yourself the hassle and go elsewhere...

Pathetic service and even worse customer service. I have been a loyal customer for over 6 years. I recently moved house and it has been a very difficult process for iiNet to do. They opened a whole new account for a re-location, didn't disconnect my old service, couldn't reconnect my new service and now I have the worst service I've ever had.
They claim they don't have my phone number linked to my account (yet they can send me text messages telling me I need to pay the invoice!), then they cancel the wrong service and credit the closed account, and immediately after that I lose all internet. After 4 hours on the phone to them (via constant drop outs and going over the story 7 times to 7 different people who are impossible to understand) I am now getting speeds of 0.37 upload (I pay for 30.00 upload) and download doesn't even register. They tell me its my devices causing the problem.... a brand new computer, and a brand new phone.... but it's my device?! I have NEVER had such terrible customer service, and I will be going to another provider, as this is unacceptable.

I have always had a fantastic experience when dealing with iinet, unlike most Australian brands that never wanna get on the phone and redirect you to a chatbot and FAQs, they get to the line in less than a minute. Their team is kind and courteous, always wanting to feel like the customer is right and not confuse you with the fine print. Highly recommend.

Since signing up in 2021 it’s been a service that is slow and often drops out for days at a time , nothing done to make up for this issue apart from being offered a more expensive subscription,
Their online toolbox system is useless I’ve never been able to use it .
Avoid this company completely

Horrible, Always crashes and lags, needs constant restarts, and isnt even fast. Would not recommend.

I have been with iinet since the very beginning. How come new customers get $20 a moth off for six months and a new modem worth $200?
Yes, I wanted an explanation from iinet but as yet no contact with me.EXPLAIN that to me iinet!

I've been with iiNet for a number of years now, there wasn't an issue until I upgraded my service to a faster speed. They demanded 2 months payment in advance, I challenged that and was told that's just how they do it- even though I've been a customer for years. $200, straight after Christmas.

They act like they're doing you a favour when they say "we've credited you." You haven't, that's money I paid on my existing bill that's been moved onto this one.
I was told I wouldn't receive another bill until March- low and behold, a month later, another bill. Which is apparently all fine on their end.

What should've been a 5min conversation to cancel took 10 mins as I asked them to confirm if my bill was paid until Feb 28, the agent kept repeating that the end of each bill cycle is the 30th or 31st of every month. I asked 5 times, by the end I was very condescending as it's February, where are you hiding the 30th & 31st? For the love of anything, answer the damn question I'm asking.

Customer service was then sassy with me and argued with me when I refused to give them a reason for leaving. They asked if I wanted a discount on my bill to keep me- I said "fnck no" and then was told off for using profanity...

We have had couple of our services disconnected because payment card is expired and when updated to new payment method didn't take effect for five days, after two calls to customer service they advised payments has to be manul from the website, after paying it manually services still down, my daughter without phone line for three days...

Hi i have been with iinet for 20yrs have since last year switched to Nbn 50 have been supplied with modum for nbn service .ps was in melbourne for holiday with my brothers house.ps had a invoice for 215,60 due on 3 feb that included old invoice that i did not receive,spoke to iinet customer service to arrange payment to come out from my debit card and then given the run around saying that they will get another person to resolve my complaint and nothing happened.ps why are iinet still in busness still what a joke there a nothing company.

STAGGERING IINET ROAMING CONFUSION, DISJOINT SYSTEMS, OUTSOURCED HELPDESK, UNCONTACTABLE PRIVACY TEAM AND INTERNATIONAL SUPPORT INCOMPETENCE PLACES TRAVELLER IN CRITICAL SITUATION FOR 21 DAYS

Phone stolen Ecuadore new years Eve 6 hours after arrival from Australia in Cuenca. Roaming enabled in toolbox Australia, iinet website and AI search seem to indicate iinet roams in Ecuador.

I bought replacement mobile.I got Yolla working, fantastic, for cheap international calls. Had holafly as data esim. But had to reinstall critical apps and establish my identity - its not the phone it's the critical apps we need.

Roaming critical as need two Factor authentication 2FA to install andaccess all banking, government, email and other services- including highly secure password manager storing many critical unique passwords. I had friend break in and get my laptop at home so he could use my pin to see my master email so I could see iinet and other comms.

The following disgraceful situation played out over 24 days and well over 24 hours of iinet calls. I tried to get an esim for my number from iinet, first in Ecuador then on a friends phone in Australia. AT NO STAGE DID THEY SEEM TO UNDERSTAND THE SITUATION OR THE URGENCY OF THE MATTER.

Case in point, they know phone stolen, international phone call drops. Iinet sends email apologising for dropped call and saying they tried to ring back - to the stolen phone 🤣🤣🤯🤬

Iinet systems only work when phone in Aussie and don't work at all when trying to do things internationally .

Call center outsourced to Phillipines I think. Always badly distorted on top of rather difficult accents. Staff trying hard but badly trained in general, no decent escalation path, no ability to read and understand ever growing case file. I'm also over chickens and roosters in background .

No access to my number sms, no 2FA, no way to move forward to get my stuff back up

HOW IT PLAYED OUT
1 phone stolen, few days to organise money from Australia to get this one.

2 contact iinet to get new esim.

3 told to use toolbox .... which is not available overseas ... but that keep telling me to use it.

4 privacy team involved, need to send an eform to request a poi check (if mean why not do check not 2 step.

5 fill in form .. auto response wait 2 business days and we get back to you.Got Aussie friend involved as only he can access my email as he grabbed my laptop...he's been so good.

6 5 business days, nothing. Back on phone to iinet mobile team. Note by this time over many I had pointed out there was no mobile team option on phone choices... which they did fix that... how could they not know that.

7 esim issued, try to send sms to my prepaid Ecuador number. Their systems can't. Help desk worker illegally does it so progress.

8 esim issued. Installed on phone. Won't connect to any Ecuador network. Check with AI and iinet docs. Should roam.

9 all a lie, no iinet roam in Ecuador . Took multiple call waits and dropped calls to establish. Some artogance on their part, one person looked at case file, which was huge, and criticised me by saying it 5 people to convince me no roaming (well if iinet claims roaming its a fair question). Of course, calls kept dropping, different operator, needed restart each time based on last progress. Snakes and ladders.

10 fall back. Attempt Esim installation friends phone Australia.

11 privacy team can't use existing authentication want identical stuff. 6 days and they still can't get progress. Im trying to escalate long time now but crickets.

12 eventually esim issued to friend and works.

13 meantime iinet in email nastygrams says I've not paid my bills so cutting off phone and internet (I am AirBNBing my property so no internet!!!) despite me paying full up front to end May.

14 iinet admin error, found my payment, not applied properly. Fix it but unbundle mobile and internet for some mad reason,, now $5 more a month!!.

15 Kind of stable now as of 7th February 2026. Started New Years Eve 2025

16 2FA path is now I warn friend in Australia. Do action, he gets it, emails my new email. I enter it

WHEN I RETURN IN 4 MONTHS FROM SOUTH AMERICA I WILL CHANGE TO A COMPETENT PROVIDER. TOO SCARED TO CHANGE NOW AND ROCK BOAT ON THE FRAGILE CAPABILITY I HAVE NOW

Happy to take your money, almost impossible to log a problem. NBN phone not working and their ridiculous help page gives you a phone number to call!! WTF? The support email is bloody useless. Abandon all hope if using these cowboys

Customer service is terrible. Don't even think about moving or changing device address. Abysmal. 5 phone calls over 5 days, disconnections, having to pay again, service not working. Laughable at best

After several phone calls and reassurances I was told my refund would be processed and shock horror iiNet had indeed botched it my refund for a fifth time. It almost feels like when it comes to refunds they make it so hard you just give up. Zero faith in this company

IInet took over Internode which used to be great with local service and very helpful staff. These locals disappeared from Grenfell St and now you don't even get an answer to your emails. They also bumped up the cost of our plan, we just discovered, but we have not been told that this has happened. That is the downside of direct debits.

We are iinet business customers (iinet hosting our site, email, internet connection since icenet days - over 20 years ago. Initially brilliant tech support. We migrated to the NBN (via HFC) along with our business phone, then migrated email and hosting to Ventra IP when they stopped the service in 2023. Since last year, our iinet NBN connected business phone has issues randomly. Oddly, only incoming calls are affected - while at the same time outgoing calls work fine, internet works, etc. Troubleshot for weeks, upgraded to iinet's latest modem (HWG2025 $ 200+) on the advice of their support team (NOTE: You can only use iinet supplied modems for Voip over NBN to work) - but the problem still persists, sometimes for minutes - occasionally for hours: If you try and call our business, you may get just silence - nothing! No error message - calls just don't connect. In yesterday's call to support we were advised to reboot our router at least once every 3 days to "ensure the connections are refreshed"! I asked if they were serious and the rep assured me that yes, this was a standard requirement for NBN connected phone lines. I figure this means they cannot be bothered to fix the issue and it is time to leave. Our business phone needs to work, period.

I wish I could give them 0 star . Most worst services I have ever seen . Internet not working . They changed the modem. Still same problem then 2 weeks

Because of a fire behind our property on the 10th Jan we have been without internet service for 12 days now. Numerous phone calls did not help. Initially we were told that all will be fixed by the 20th Jan. Then, we were told and received an sms asking us to be at home from 1 to 5pm on the 20th Jan as someone will come to fix the problem. No one came and we received no update. During a direct call to NBN we found out that there was no update to the original request. During subsequent call to Iinet we learnt that things are being assessed. No dates for service were specified and no updates. We not sure what is happening and when our internet will be restore. This is very dissapointing.

How do I register a zero score, I have a problem with them WPS switch on the VX420-G2h router. whilst attempting to set up an accessory the switch was inactive. It took nearly 45 mins before a techn person came to the phone and after trying to describe my problem all he could suggest was to contact the manufacturor of the accessory. Was not interested in the fact the router was faulty,
STAY AWAY FROM THIS MOB. GO ANY WHERE ELSE. WORST SERVICEI HAVE RECEIVED FROM A PROVIDER