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iinet Review

Posted: May 13, 2016 - 4:05:40 PM

Posts: 1
Joined: May 13, 2016

Plan Name: ADSL2
Broadband Type: ADSL
Monthly Cost: $50
Activation Time: NA

Speed: 5%
Reliability 5%
Tech Support: 5%
Presales Info: 50%
Features: 50%
Value: 50%
Overall: 28%

Pros: Call back system for support
Cons: Very poor service

Since 5 Apr 2016, my Internet has been unusable - very frequent drop-outs, speed as slow as 32kps. In that time, I tried 3 different ADSL modems, including a brand-new one I bought just for that purpose. I spoke to about 10 support technicians, and had 5 technicians who attended the problem. Many times, the problem was so-called "resolved" but would recur soon after. Each time, I had to call again, explain again, and then wait a few more days for another technician appointment. This has dragged on for over a month now. In that time, I had a support
technicians who hanged up on me mid-conversation; and several support technicians who promised to call me back but didn't. In the latest unhappy encounter, I was told a
port swap and level 2 test were scheduled on 3 May. The port swap was done at the
Exchange but no one contacted me, just another email to inform me the problem was "resolved" - again! No level 2 test was done. The problem recurred, I called again and the level 2 test was not scheduled till 6 working days later on 11 May. During the level 2 test, the technician detected a fault but no-one from iiNet contacted me after the test until I enquired again. Then only, I get a schedule for a Telstra level 2 test to be performed another 7 working days later on 20 May. By then, it will be 6.5 weeks since the problem was first reported and there is still no resolution in sight! I have been using iiNet since 2004. This long running service disruption has costed me money, time and effort. Very frustrated and very disappointed!