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iinet Review
 
 

Al029
Posted: August 20, 2013 - 6:03:52 PM

Posts: 7
Joined: August 20, 2013

Plan Name: home-2
Broadband Type: ADSL2+
Monthly Cost: $90
Activation Time: 40 days

Speed: 5%
Reliability 25%
Tech Support: 45%
Presales Info: 60%
Features: 50%
Value: 30%
Overall: 36%

Pros: usually good service
Cons: ignore slow speed

Comments:
Had a faulty line. Once repaired my line speed reduced by 50% dropping from 6mbps to 3mbps or less at times. Unable to get any action or attempt to rectify problem from iinet


Adam (iinet)
Posted: August 22, 2013 - 6:16:55 PM

Posts: 8
Joined: August 15, 2013
Faults on a line can be tricky because they may fix one issue but another problem may exist or be exacerbated which leads to more problems. In this case, we'd generally recommend lodging another fault and we can try and have another technician sent out to fix this different issue. If the service is above minimum speeds (1.5Mbps/256kbps), there is a chance that the wholesale service provider may determine there is no fault, however if through preliminary testing or getting a field technician out they discover a problem on the line (foreign battery, unusual voltage, corroded joints, etc), that will be fixed free of charge.

Al029
Posted: August 23, 2013 - 9:33:54 AM

Posts: 7
Joined: August 20, 2013
Hi  have tied lodging several times but have been ignored by iinet staff.  Even 3 electronic lodgements have been ignored and no one contacts me or follows escalation procedures

Al029
Posted: August 23, 2013 - 10:09:18 AM

Posts: 7
Joined: August 20, 2013
To clarify it is the poor customer service I am most disappointed in  I understand dealing with another party is difficult when the other party can do what they like and are not controlled but to get no communication, support, action from my supplier and no attempt to rectify - that is surprising if they wish to keep customers

Adam (iinet)
Posted: August 28, 2013 - 3:23:35 PM

Posts: 8
Joined: August 15, 2013
This does sound unusual, if your requests (especially regarding escalation) have been ignored by staff, I would like to investigate this. If you leave a comment with a task reference number (often provided to you when calling/emailing, also visible in Toolbox) I can track this down for you. Alternatively, you can email me at adam.ogrady (AT) staff.iinet.net.au with a username/reference number and a description of the issues and I'll also be able to check on this.

Al029
Posted: August 28, 2013 - 4:59:18 PM

Posts: 7
Joined: August 20, 2013
thank you.  After asking for and getting a supervisor service is now very very good.  A line fault has been identified and handed back to telstra.  I can give a reference if desired but would prefer not to make a complaint or cause trouble with attempts being made to fix it.
I understand iinet's difficulty with a third party.  If you wish details I can provide.  Happy to keep you advised of [progress on your email if you wish.  Thanks

thanks

Al029
Posted: August 29, 2013 - 5:54:33 PM

Posts: 7
Joined: August 20, 2013
Hi Adam

iinet support are not passing my message to you and as such how do I contact you please

customer  221331063

Al029
Posted: August 29, 2013 - 6:00:58 PM

Posts: 7
Joined: August 20, 2013
Hi Adam  - how do I contact you please

Adam (iinet)
Posted: August 31, 2013 - 5:34:33 PM

Posts: 8
Joined: August 15, 2013
Hi Al029, I have received your contact and am looking into this issue now.

Al029
Posted: September 1, 2013 - 8:44:16 PM

Posts: 7
Joined: August 20, 2013
despite a contact from iinet here is the status
was in unit 4 weeks when speed dropped following a line repair the week before
on connection was assured should get 6 Mbps
Numerous contacts this was repeated,  told my line speed was too low,
other comments - the way the initial fault was repaired has caused the change,
according to another technician there is a problem with the line which should be repaired
despite above no improvement nor any contact informing me of status action or resolution

Very disappointed with iinet customer service
My downstream SNR declined to 9.7db which is not good and indicates something was changed.
However no response from iinet