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iinet Review
 
 

Birmy
Posted: November 8, 2013 - 10:14:55 PM

Posts: 2
Joined: November 8, 2013

Plan Name: n/a
Broadband Type: ADSL
Monthly Cost: $100
Activation Time: n/a

Speed: 25%
Reliability 20%
Tech Support: 50%
Presales Info: 30%
Features: 50%
Value: 20%
Overall: 33%

Pros: Cant think of anything
Cons: Not interested in their customers

Comments:
I spoke with Malcolm (iinet manager) today by phone. I was disgusted to learn from Malcolm that the bad speeds and drop outs I have been experiencing for the last 6 days have been caused by a congested Exchange at Ocean Grove. Telstra has stated this; and admitted that the congestion has been caused by Broad Band maxing out. Malcolm also stated that a fix for this could be very lengthy. This is my second contract with iinet, the first contract I had was for 20 months and due to long term issues with Telstra\\\'s infrastructure, that contract was terminated. Now 18 months into my second contract with iinet, I am facing issues affecting speed and drop outs to the extent I was offered release of contract by this manager. This has left a very bad taste in my mouth. Your reputation, iinet, is at stake here. Word of mouth will soon see that this conjested exchange problem will become well known amongst the public. I also will lodge a complaint with the TIO. It is wrong to charge me full price for the net whilst I\\\'m achieving approx. 2.16 mbps (Turbo Pack speeds were 7 mbps)and experiencing drop outs. Not to mention having 3 useless modems after your people took me through factory default settings for those modems...I now have 3 modem paperweights sitting on my desk.


Tal (iinet)
Posted: November 9, 2013 - 11:26:57 AM

Posts: 2
Joined: August 16, 2013
Hi Steve,

I have noted that you have posted this complaint on several of our social channels in addition to your email directly to me.

As I mentioned in my reply email, your best course of action if you have any reason for further complaint once a resolution has been offered would be to follow our complaints escalation process to the next step.

I have located your account, added my own notes and raised your request to speak with a manager with our local contact centre. Once a CSM has acquainted themselves with the history of contact and the issue itself, they will contact you to discuss your concerns and request further.

If there is anything further you require, please feel free to contact me via email (talw@staff.iinet.net.au) or get in touch with our support team on 13 22 58.

Regards,
Tal

Birmy
Posted: November 9, 2013 - 3:27:36 PM

Posts: 2
Joined: November 8, 2013
Had a follow up call from csm Amy (iinet) who mentioned terminating the contract again. She also suggested I get in touch with the City of Greater Geelong to put pressure on Telstra to fix the congestion....This is farcical and sad at the same time. Still getting charged for speeds running at 33% of normal. Put your own D-slam in the Ocean Grove Exchange iinet and start taking responsibility instead of telling your customers its a Telstra issue!