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Business comes out on top 5 years running!

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Have you heard the news? iiNet Business has done it again! We’re pleased to announce that for the fifth year in a row, iiNet Business has received Canstar Blue’s Most Satisfied Customers award for Small Business Broadband.

iiNet has been rated highest by business internet customers, leading the way in overall satisfaction, value for money, contract clarity and bill clarity. iiNet rated highly on every metric and scored five out of five stars for Overall satisfaction.

Canstar Blue is a leading consumer review and comparison website that annually surveys hundreds of business owners and key decision makers in Australia. The survey spans across a range of categories to provide real consumer feedback that helps Aussie business owners make better-informed purchasing decisions.

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Image Source: Canstar

The team at iiNet pride ourselves on unwavering focus on customer service and provide priority business support for all of our business customers. Over the years, we’ve carefully refined our business offering with competitive plans backed by a dedicated team of service professionals.

We couldn’t have done it without the consistent hard work and commitment from our iiNet Business Team who deliver this award-winning service and of course the great feedback from our valued customers.

Canstar

29 comments

  1. John Irvin says:

    have been with iinet thirteen years
    They always fix any orblems for me
    Sometimes use Teamviewer which makes it easy
    to fix quickly

  2. Enisa Hasic says:

    Was first a customer of AAPT and then iiNet bought them out and I found myself with them. Best thing that happened. Have been with them ever since. Had to seek customer support help a few times over computer and phone connection issues and the service was more than any customer could expect. The staff members listened and worked with me on the phone forminutes, even hours, to fix the problems. Follow up calls to ensure all was in working order were surprises happily received. There may be telco providers who offer cheaper rates at times but they don’t tempt me to leave iiNet. Nowhere else would I get the fabulous service that iiNet offers. So great to see their service rewarded with awards.

    • Leo Yarnold says:

      Thanks so much Enisa! We’re absolutely delighted to hear this and we hope to keep being able look after you for years to come.

      – Leo

  3. Barbara Robertson says:

    Congratulations!

  4. marcia hardke says:

    IiNet,is amazing.
    One of the best.

  5. Dennice Taylor says:

    Congratulations iinet.

  6. Wayne says:

    not my experience with iinet

    • Leo Yarnold says:

      Hi Wayne,

      We’re certainly sorry to hear this, as we don’t want any customer to have a poor experience.

      If this is ongoing or hasn’t been resolved, please feel free to reach out to us at: iionline@iinet.net.au with your details and we can arrange for further action to take place.

      – Leo

  7. Wendy Mott says:

    Congratulation iinet
    been with iinet for years and always had great service. A big thanks to the staff at customer support, always there to help with my issues they are very polite. Some even go beyond their duties to get my service up and running when I have issues

  8. Mavis Mackay says:

    I agree with all of the folk who praised your good work. So do I , Congratulations IInet.

    from your very satisfied customer,
    Mavis Mackay

  9. Philip Sanderson says:

    You haven’t won me as a satisfied customer
    After the way you weaseld out of your commitment to supply a free Iinet modem,then ignored my complaint.
    You only publish the ones you want people to read ,
    Will be interested if any one of your so called customer service team,replies to this,

    • Leo Yarnold says:

      Hi Philip,

      Thanks for bringing this to our attention! If we’re committed to supplying you a free modem, then we must have an extremely good reason for not upholding our end of the deal. We can sort this out – please send your details to: iionline@iinet.net.au and we can arrange for our team to jump on this one for you.

      – Leo

  10. muriel selwood says:

    best service,well done iiNet, I am truly satisfied!

  11. Christina says:

    Hi, your internet and customer service is excellent. We had problems with low hanging telecommunication cables in the backyard and you got onto it straight away (the other major service provider was terrible). Also your Call Center in Cape Town has some of the best customer service operators I’ve dealt with. Keep up the great work :)

  12. Doug Austin says:

    It is above my comprehension that iinet claims to have been voted the best for 5 years running, when I have had to be on my phone for days on end to try and fix a problem created by the team at iinet and yet to this day I have not had my problem solved.
    And my problems started back in January 2018.
    I had numerous PROMISES made that I wopuld get a call back and this did not happen and also Promises that my problems would be fixed.to sum up this whole situation the so called experts at the office have proved beyond doubt that they have been nothing but a hindrance

    • Chris May says:

      Hello Doug, I’m very sorry to hear that this has been your experience. We’d like to ensure that any outstanding issues are followed up on. Are you able to shoot an E-Mail with your contact details to iiOnline@iinet.net.au and we’ll arrange for a representative to get in touch to work towards resolving any problems you’re experiencing with your service.

      – Chris

  13. MW says:

    Only company who would let me sign on with a no-lock in contract without a “credit history”. I only had my word and they took it. Haven’t missed a payment for 2 years. Also had a modem fried by a lightening storm a few months ago and they sent a replacement free of charge. Great company.

    • Brianna Burgess says:

      Fantastic to hear this has been your experience, MW! We look forward to hopefully many more years.

      – Brianna

  14. John Houterman says:

    I started with computers 1995 and tried a few ISPs and joined iiNet 2008 and have been with them ever since, I recently got connected to NBN, painlessly I might add!! I have recommended iiNet to quite a few friends of mine and they’re all happy! I hope to continue with iiNet for a long time. Keep up the good work

    • Brianna Burgess says:

      We’re glad to hear the switch to NBN was painless, John. We appreciate you spreading the word!

      – Brianna

  15. Pamela says:

    On top is easy when Australian customers can only contact the the very people they have issue with, your business having absolutely no-where to lodge a complaint to the top when it is not solved at base level.

    We are dealing with people with whom it is so hard to understand. (I have to add here I never have any problems when dealing with South African support They are obliging and helpful and I can understand them.

    Last year I had a huge problem with iinet and the young lady concerned did not want to get her manager who was always conveniently busy, away or what ever excuse they could come up with. I went round and around until my hair was standing on end and fumes coming out of my ears! Her arrogance was amazing.
    She certainly did not send me the customary “How did we do?” email for me to give praise.

    It is very easy to be on top when one doesn’t have a place to air their grievances apart from this blog.It makes your status not a totally true reflection of customers views.
    iinet used to be a wonderful company. It is such a shame dollars get in the way of customer satisfaction and loyalty to the Australian consumer by taking support offshore.

    I still like my service very much but at problem time….oh dear !

    • Brianna Burgess says:

      Hi Pamela,

      It’s concerning to hear this has been your experience. There will be times where a Customer Service Manager is unable to take your call, however the Representative should be able to arrange a call back within 24-48 hours. Alternatively, we have alternate escalation routes to air grievances such as our Customer Relations email available here: https://iihelp.iinet.net.au/Complaints_escalation_process

      We hope this helps for future reference,

      – Brianna

  16. ian marsh says:

    you are best

  17. leanne says:

    not happy with the current service from iinet.
    as pamela above said, it’s easy to be on top when you don’t post the negative reviews and only post the good.
    had my service disconnected for no reason, received no warning that this would be happening, no emails, no phone calls. I was then told that if you hadn’t signed up to the NBN by 30/6/18 in my area, Telstra would delete your codes so you could no longer access adsl+2. when I signed up with iinet I was told I could have this service for up to 2 years – which would be 2019. then to have my services deleted without warning it disgraceful. I haven’t had internet since the 30/6/18 and the next NBN appointment is 11/7/18. not a very happy customer!!!!

    • Leo Yarnold says:

      Hi Leanne,

      Thanks for bringing this to our attention!

      When an area is due to be cutover to NBN, customers with existing services in the area are usually warned several months in advance of the imminent disconnection of NBN services. After this, the area should go into a period known as ‘cease sale’ where the copper wholesaler will no longer accept connection requests for Phone, ADSL and NDSL services. It sounds like there has been some issue here where this process has failed and we are aware that staff are investigating this for you, whilst your NBN application is progressing. Our sincerest apologies.

      – Leo

  18. leanne says:

    In response to your reply from the 10/7/18, I had NO WARNING my area would be going into a cease sale. I did receive HUGE amounts of phone calls in August/Sept 2017 not long after I signed up with IINet, asking if I wanted to go change over to NBN, at which time I declined. I knew NBN would be in my area from November 2017 but was told I had up to 2 years to change over to NBN. So when you say you warned me IINet did no such thing.

    • Josh McKenzie says:

      Cheers Leanne, after NBN becomes available there will typically be an 18 month transition period before legacy copper services are switched off. Very concerning that you received no notifications of when the disconnect would occur, though. We would love to investigate this and will be able to look further into the lack of notification through the call mentioned in my previous reply to your other comment.

      – Josh

  19. leanne says:

    I called on the 10/8/18 with a query about my latest invoice. Spoke to Carmela and Was told she needed to request my previous voice recordings and listen to them and will take up to 5 days, and that Carmela would personally follow this and call me back.
    Called today because I have had no follow up once again. Spoke to Carmela and was given a lot of excuses as to why she hadn’t listened to the recordings and that she would follow this up and again personally call me today. She told me to keep my phone line open for her to return my call- like i’m on the phone all and she can’t get through!!!
    I have just read the notes in toolbox as to what Carmela will do today. She will try to listen to the call recordings if she can. I work for a company who has to follow up with their customers and if I treated our customers the way IINet do and didn’t follow up on an issue, I would be out of a job. As I have said previously, the customer service is appalling that is received from IInet.

    • Josh McKenzie says:

      Thanks Leanne, sounds like this could do with some escalation to ensure a speedier resolution than current. We’re happy to lend a hand with that and arrange a call with a point of escalation to go through previous notes and get things back on track.

      If you’d like to shoot us an email to iionline.iinet.net.au with your availability we’ll organise someone to reach out.

      – Josh

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