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iinet Review
 
 

Ben_2000
Posted: January 21, 2016 - 1:43:11 PM

Posts: 1
Joined: January 20, 2016

Plan Name: ADSL and family calls bundle
Broadband Type: ADSL
Monthly Cost: $130
Activation Time: >14

Speed: 75%
Reliability 50%
Tech Support: 50%
Presales Info: 5%
Features: 50%
Value: 20%
Overall: 42%

Pros: Seems fast
Cons: Everything else. Disreputable

Comments:
Here is a complaint email I've just written to iiNet. As a caveat I have had no trouble with my previous service which was good but expensive. But things have all gone wrong following a house move...

Dear iiNet

I know that this complaint is pointless as it won’t get anywhere or achieve anything, I’m expecting a standard corporate blah blah reply with platitudes but nothing else, but I wanted to get something down in writing anyway. I will copy and paste it on customer forums and review websites to serve as a warning to others.

So, I began to arrange moving my service in December 2015. The guy on the phone was very willing to help and I was promised the following

1) I would be able to transfer iiNet to my new house but would have to pay for a new line installation, which I knew would be the case and accepted
2) I would get a much higher monthly broadband allowance (1000gb instead of 100)
3) I would be able to get a home calls bundle
4) The overall price would be 79.99 per month (as this was the advertised price online for new customers. He talked to his manager and this was agreed)
5) I could keep my previous phone number

He insisted I stayed on the line whilst I filled out an online customer service questionnaire which he emailed to me whilst I was talking to him. “You must do it” he said. I gave him good scores! I was very happy with the deal! I now realise it’s because at best he was naïve and exaggerating, at worse he had been lying.

Things began to go wrong when another lady called me a few days later and asked if I knew that I needed a new phone line and it would cost me $200+. “Yes!!!”. The guy hadn’t entered a lot of the information regards my account. The delay meant I didn’t have a phone line before xmas. But I could live with that.

Then after the phone line had gone in the technician ran his tests and told me that it was all very vgery good. “Very fast!”

Then came more phones calls from a sales rep (who I do not have a problem with and dealt very well with an irate customer). Apparently one of the line tests had failed which meant I couldn’t get the broadband service I’d been promised. Which meant I could only get 150gb and it was going to cost a lot more as iiNet have to pay a surcharge to Telstra.

He told me he would see what he could do, which turned out to be nothing. When I asked whether the fact I’d been a customer for years could perhaps get me a better deal. No. iiNet would lose money if they reduced my bill and would therefore not have qualms about losing a customer.

So of the above “promises” I ended up with:

1) I would be able to transfer iiNet to my new house but would have to pay for a new line installation, which I knew would be the case and accepted

YES. I paid for a new installation for which I was billed ~$250. I needed this but it could have been another company getting my money

2) I would get a much higher monthly broadband allowance (1000gb instead of 100)

NO. 150gb only for a higher price as well

3) I would be able to get a home calls bundle

NO. This is a $20 extra on top

4) The overall price would be 79.99 per month (as this was the advertised price online for new customers. He talked to his manager and this was agreed)

NO. The price is (I think) 129.99 monthly. For less internet allowance.

5) I could keep my previous phone number

NO. I have been given a new one.


Well done iiNet! Great stuff. Really shoddy and disreputable work. Lure a person in with false promises, charge them for a new line installation, take the first months payment for a much poorer service, and then say it doesn’t matter if you lose a customer.

Kind regards