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Customer service series – The website

For customer service self help options, check out the iiNet website

If there’s something wrong with your internet, who you gonna call? Customer Service!

While our support staff teams are available to provide assistance and troubleshooting 24/7, there may be a quick fix to your internet woes using one of our self-service tools.

First up, the website! 

The website has many tools that can assist you with almost any enquiry, or at least point you in the right direction. There is also information about our hardware, services and the latest deals we have on offer.

iiHelp or My Help for common queries

iiHelp is essentially an iiNet search engine for help resources, ditto My Help for Westnet customers. Here lie the answers to commonly asked questions about everything from billing to relocations and setting up your new services. It also has a handy troubleshooting section, which will walk you through the steps required to fix a service issue, or at least aid us when it comes to identifying where the problem lies.

For example, if you want to know what an invoice alignment charge is, click on ‘Billing’ in the menu and a breakdown of frequently asked billing questions will appear. If you click on ‘Invoice alignment charges’, which appears under ‘your invoice’, there will be a large explanation of what that charge is, and why it appears.

Testing, testing…

We sometimes get support queries from our customers reporting issues with internet speeds.

Sometimes it may be a fault with their modem or there may be a bigger issue, like stormy weather affecting coverage in their area.

On other occasions, there could be scheduled work taking place. The Network Status page lists current events within our network that may be affecting your internet service. It has a national overview, as well as a breakdown of events in each state and suburb, so you can view when planned updates will be happening at your exchange or check whether there are any problems.

This can be very helpful if your internet stops working, and you don’t think anything has changed at your end. You may be wondering if there is an outage or an upgrade in your area. This page will let you know (and may save you a lot of time troubleshooting if the issue is widespread).

Internet interfering

From time to time, the reason why a customer’s internet is not working as fast as it should is because of interference on their line. When this happens, it is a good idea to run an isolation test. Under the troubleshooting section you can find an article which will explain the steps you should take to complete the isolation test, or on My Help if you’re a Westnet customer.

A speedy solution

Another helpful area within the website is the contact page, as it lists the details for different areas within the business such as; Sales, Support, Business, Provisioning and Domains and Hosting. This way you can make sure you’re calling the relevant department that will be able to help you the most.

Self-service – why not give it a try?

We have a lot more help options available and we’ll discuss those in coming weeks on the  blog. In the meantime, if you have a burning question about your service or are experiencing some issues with your connection, why not check out the website as your first port of call?

If you get the answer you need or manage to fix the problem yourself, well done you! If not, we’re always just a phone call or email away and are here to help, round the clock, 365 days a year!

 

21 comments

  1. Ali Parappil says:

    Hi
    I was having a problem wih=th mymodem for more than 2-m3 months. I spoke to several customer care persons and to a supervisor at cape town unfortunately the issue is still unresolved. Is this is not resolved because I have completed the contract period? or are you draggging the issue so that my modem guarantee is over?
    Currently I am not able use wireless.Could any one help to resolve this issue?

    Kind regards
    Ali parappil

    • Adam O'grady says:

      Hi Ali,

      If the issue is to do with the modems wireless, you can request to have the modem replaced if you have done the troubleshooting required by our Support team. If the issue was originally reported before the modem’s warranty period, we will still be able to replace it for free. If you feel the issue has been mishandled, you can also escalate it to a senior or manager as per our escalations process: https://iihelp.iinet.net.au/Complaints_escalation_process

      Regards,
      Adam

  2. paul redfern says:

    this is a great page. lots of useful info and i found it very interesting. ive had westnet.com.au for a while now and cant fault the whole bunch of you. you r great and when ive needed help in the worst way on a few occasions there you were. all ready to help me out. everyone ive ever spoken to there has been of help. thanks westnet. have a good year , paul

  3. Very impressed with all the helpful information
    and thank you for taking the time to get the site together – must have taken ages.

  4. dawn tabet says:

    Need to speak to soemone about possible extra website, eg com.au and about my bundle package.
    Can some one call me after 10am any day plse, even after 5 is fine too.

    • Adam O'grady says:

      Hi Dawn Tabet,

      If you need to get in touch with us about your internet services, give us a call on 13 22 58 (number available 24/7). If it’s a query about domains and hosting, give us a call on 1300 378 638 (Mon-Fri 06:30-17:00 WST).

      Cheers,
      Adam

  5. Derrick Nugara says:

    Iam still with AAPT,although I know that AAPT hasbeen taken over by IINET.The reason being that I want to keep my email address.What solution have I got? Derrick Nugara.

  6. Kay Blakeman says:

    I have 3 active tasks with no answer, in fact two that I have sent previously are now showing as being posted TODAY!!!!! My queries may be only incidental to you but I need answers please. K

    • Adam O'grady says:

      Hi Kay Blakeman,

      There are currently some delays in responding to tasks which we are working towards improving on. If they are more urgent please contact our Support team on 13 22 58 and they should be able to help you with this.

      Cheers,
      Adam

  7. Graeme says:

    When am I going to receive a reply to my onsite (Open day) problem?

  8. i have heard from telstra that they would do a deal with me the will give me a mobile 450 dollors phone calls a month.A i pad laptop /and my phone in coming calls only would you do a simuler offer thankyou all up 118 a month

    • Adam O'grady says:

      Hi Yvonne,

      Our current deals should all be available on our website (iinet.net.au) but if you give our Sales team a call on 13 19 17 they can look at what services you currently have and see if there are any better deals for you.

      Regards,
      Adam

  9. graeme says:

    I want out of this broken down shit. why is this so poor of a service. DO NOT get bob 2 needs many resets a day to keep it working very poor unit.

    • Adam O'grady says:

      Hi Graeme,

      If you’re having an issue with BoB2 or the connection, give us a call on 1300 786 068 and our Support team can run through some troubleshooting to work out the cause of the problems and lodge a fault/replacement if needed.

      Regards,
      Adam

  10. madeline fish says:

    Hi I have been with you for many years(previously aapt) I have been talking with friends and family and they pay around $90 for the same as i get and the use of a mobile phone also. My two year plan is up now and as money is an issue i was wondering what you can do for me? I really don’t want to leave iinet as i have found your service very good. my friends are mostly with telstra and say they get good service also.
    Regards Madeline Fish

    • Adam O'grady says:

      Hi Madeline,

      I’d recommend giving our Sales team a call on 13 19 17 and they can look at what services you’re currently on and what else is available that might suit your needs better.

      Regards,
      Adam

  11. Armen says:

    Currently I have bob 2 combo with mobile but I don’t have
    mobile reception in our area, what’s the solution?.

    • Adam O'grady says:

      Hi Armen,

      I’d get in contact with our Support team on 13 22 58. They can look into it and see if it’s an issue with lack of reception or a problem with the SIM card itself.

      Regards,
      Adam

  12. Roberta says:

    How do I connect my ipad to iinet

    • Tal Waterhouse says:

      Hi Roberta,

      You can connect any kind of iPad to your home wi-fi network to connect to the internet. Depending on the type of iPad you have, you may also be able to add a mobile data SIM card to connect to the internet via the mobile network as well.

      If you need help setting this up or discussing availability, please feel free to get in touch with our 24/7 support team on 13 22 58.

      Regards,
      Tal

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