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iinet Review

Posted: March 9, 2016 - 6:05:22 PM

Posts: 1
Joined: March 9, 2016

Plan Name: nacked broadband
Broadband Type: ADSL
Monthly Cost: $79
Activation Time: 20 days

Speed: 20%
Reliability 20%
Tech Support: 5%
Presales Info: 50%
Features: 50%
Value: 10%
Overall: 26%

Pros: cheap connection fee
Cons: bad customer service

I had a bad experience with innet, It started when they over charged me in one of my bills, also I was experiencing slow internet speed. I tried to call them, but the waiting time was more than 30min. I then send them more than 5 emails and ask them why they have charged me an extra $25. They ignored all my email and never responded back to me. Frustrated with the lake of communication I decided to change my internet provider due to slow connection, unacceptable customer service and overcharging of my account.
But changing my provider didn’t stop the bills, the keep sending me new bills for next 3 months, even that I was with another internet provider. Finally, I decided to make complaint through Telecommunications Industry Ombudsman (TIO). After iinet received the complaints from TIO, they started to contact me for the first time. Although they accepted that they provided a bad customer service to me, the have demanded a contract break fee of $144. So we could not reach a resolution, and my case is still under review by TIO. However they keep sending me bills and even they have send my case to a debt collect agency, even that according TIO role they can’t do this until the review is finalized.
I found innet company horrible in customer service, bad at negotiation to the point of bullying. Aside from their bad customer service, their internet is too expensive and getting slower and slower every year. They used to be much better a few years ago.