iiNet Broadband Review: #1 in Customer Service?


Summary

Our Verdict

iiNet Broadband


Aussie internet provider iiNet offers simple broadband and NBN plans, streamlined bundles with phone calls, and plenty of data.

 
Overall 86%
Plans
Extras
Value

In Australia, we have a strong affinity for a fair deal. And we’re pretty quick to sniff out offers that seem too good to be true. But what’s more, we want to know we’re being treated right when we hand over our hard-earned dollars. So when it comes to getting an internet connection, what makes a provider stand out? iiNet may have the answer!

You may have heard of iiNet before, or seen one their ads starring the comedic stylings of Irish-born talent David Lee Smyth. You know the ones. A bearded guy standing on your screen wearing a wool jumper over a plaid shirt. Maybe he’s on a rollercoaster, tied up in phone cables, or sitting in a chair tied to a bunch of balloons. With a sheepish smile, he tells you about the company’s latest deals.

Advertising’s one thing — reality is another. So, how does iiNet stack up? Do their low-key ads, offering a quality product and trusted customer service, really add up? Let’s take a look!

woman calling customer support for broadband

What Makes iiNet Different?

Founded in a suburban garage in 1993, iiNet set out to make it simple for Australians to get online. To this end, they built their own network, enabling customers to get ADSL2+. They also pioneered the introduction of the so-called Naked DSL service — an internet connection over a phone line that doesn’t have an active phone number. This was a revolutionary idea at the time, as dial-up, ADSL, and ADSL2+ require an active phone number — which in turn require line rental from a telco.

Since then, iiNet has continued to expand its offerings. These days, the internet provider delivers NBN connections, VoIP calls — even mobile plans — all as part of their plan to help Australians get online with a minimum of fuss.

They were also one of the first to offer unlimited data, and to bundle Fetch TV with broadband plans. On top of that, they’re constantly striving to offer personalised service through their local customer call centres.

Plans with Fetch TV

Starter + Casual Phone Plan + Fetch Mighty
  • Up to 15Mbps Standard Evening
  • 100GB Data
  • NBN Fixed Line
$70/mth

Starter + Casual Phone Plan + Fetch Mini
  • Up to 15Mbps Standard Evening
  • 100GB Data
  • NBN Fixed Line
$65/mth

Unlimited Data Plus Entertainment Basic
  • Speeds Vary
  • Unlimited Data
  • ADSL2+
$100/mth

ADSL Unlimited + Fetch
  • Speeds Vary
  • Unlimited Data
  • ADSL2+
$75/mth

NBN12 Unlimited + Fetch
  • Up to 7Mbps Basic Evening
  • Unlimited Data
  • NBN Fixed Line
$75/mth

iiNet NBN Plans

All of iiNet’s NBN plans offer a choice between a 24-month contract or a month-to-month subscription. There is no difference in monthly rates across these options. However, all month-to-month subscriptions come with attract a one-time activation fee of $79.95.

Other key points of difference include the data caps and the connections speeds:

  • Data caps (500GB or unlimited).
  • NBN speed tiers (12Mbps to 100Mbps).
  • Some contracts offer a Fetch TV Mini set-top box ($59.99 outright for contracts and $5/month for subscriptions, plus shipping).
  • International call pack available ($10/month).

Both the contacts and the subscriptions come with pay-as-you-go calls and offer the inclusion of an NBN modem (free for contracts, $89 for subscriptions).

24-month contracts

PlanInclusionsCost
NBN12 (capped)Speed 12/1
500GB Data
PAYG Calls
$59.99/month
Min cost $1439.76
over 24 months
NBN12Speed 25/5
Unlimited Data
PAYG Calls + Fetch
TV
$69.99/month
Min cost $1679.76
over 24 months
NBN50Speed 50/20
Unlimited Data
Local & Standard
National Calls + Fetch
TV
$79.99/month
Min cost $1919.76
over 24 months
NBN100Speed 100/40
Unlimited Data
PAYG Calls + Fetch
TV
$99.99/month
Min cost $2399.76
over 24 months

Month-to-month contracts

PlanInclusionsCost
NBN12 (capped)Speed 12/1
500GB Data
PAYG Calls
$59.99/month
Min cost $139.94 over
1 month
NBN12Speed 25/5
Unlimited Data
PAYG Calls
$69.99/month
Min cost $149.94 over
1 month
NBN50Speed 50/20
Unlimited Data
Local & Standard
National Calls
$79.99/month
Min cost $159.94 over
1 month
NBN100Speed 100/40
Unlimited Data
PAYG Calls
$99.99/month
Min cost $179.94 over
1 month

It’s easy to see who might be interested in these deals. On the low end, a 12Mbps connection with 500GB of data is great for frequent browsing. But it stops short of offering value to bigger households who need more data and greater bandwidth.

On the high end, a 100Mbps connection with unlimited data is great for anyone wanting to indulge in 4K streaming and casting, or larger households who are constantly online —– but it’s not so great for the budget conscious.

iiNet ADSL2+ Plans

For those of us who aren’t in the NBN rollout service location, iiNet also offers traditional ADSL2+ and Naked DSL connections. ADSL2+ includes phone line rental, while Naked DSL is a direct connection on the iiNET infrastructure. The costs are similar to those offered on the NBN plans but do not have the option of speed tiers available.

  • 24-month contract or month-to-month subscriptions
  • ADSL2+ or Naked DSL available
  • 500GB or unlimited data
  • Fetch TV rental bundles available

As with the NBN plans, an optional high-performance modem is available (free for contracts, $89 for subscriptions) and customers can get pay-as-you-go calls on most plans.

24-month contracts

PlanIncludesCost
500GB (Naked DSL)500GB Data
No Data Excess
(shaping)
PAYG calls
$59.99/month
Min cost $1519.71
over 24 months
Liimitless Data
(Naked DSL)
Unlimited Data
PAYG Calls
Fetch TV
$69.99/month
Min cost $1759.71
over 24 months
Liimitless Data +
Calls (Naked DSL)
Unlimited Data
Local & Standard
National Calls
Fetch TV
$79.99/month
Min cost $1999.71
over 24 months
500GB (ADSL2+)500GB Data
No Data Excess
(shaping)
PAYG calls
$59.99/month
Min cost $1439.76
over 24 months
Liimitless Data
(ADSL2+)
Unlimited Data
PAYG Calls
Fetch TV
$69.99/month
Min cost $1919.76
over 24 months
Liimitless Data +
Calls (ADSL2+)
Unlimited Data
Local & Standard
National Calls
Fetch TV
$79.99/month
Min cost $2159.76
over 24 months

Month-to-month contracts

PlanIncludesCost
500GB (Naked DSL)500GB Data
No Data Excess
(shaping)
PAYG calls
$59.99/month
Min cost $159.94
over 1 month
Liimitless Data
(Naked DSL)
Unlimited Data
PAYG Calls
Fetch TV
$69.99/month
Min cost $169.94
over 1 month
Liimitless Data +
Calls (Naked DSL)
Unlimited Data
Local & Standard
National Calls
Fetch TV
$79.99/month
Min cost $179.94
over 1 month
500GB (ADSL2+)500GB Data
PAYG calls
$59.99/month
Min cost $139.94
over 1 month
Liimitless Data
(ADSL2+)
Unlimited Data
PAYG Calls
Fetch TV
$79.99/month
Min cost $159.94
over 1 month
Liimitless Data +
Calls (ADSL2+)
Unlimited Data
Local & Standard
National Calls
Fetch TV
$89.99/month
Min cost $169.94
over 1 month

Again, it’s not hard to see who these packs might be for. ADSL2+ is a good option for those who need a dedicated landline. While Naked DSL offers savings for those willing to do without. At the same time, the contract option enables a bit of savings, while the subscription plans enable a bit more freedom.

As for the choice between a data cap, unlimited data, and unlimited calls, these come down to personal choice. If you make lots of calls, then the call option makes sense. If you use lots of data, then the unlimited options are also viable. However, if you’re looking to keep costs down and don’t intend to use lots of data, then the 500GB plans are a good choice.

Does iiNet Offer a Special Bundle?

Yes! Most of the 24-month contract options offered by iiNet come bundled with a Fetch TV Mini set-top box for free. While the channel subscription packs cost an extra $6/month each (or $20/month for everything), the Mini itself is an amazing addition, drawing in everything for you to watch on the big screen. No wonder it’s hailed as the king of the remote!

The Fetch TV offer is also available on subscription plans but for an extra $5/month.

It’s worth noting that iiNet charges a connection fee for all subscription plans. These range from $79.95 for both ADSL2+ and NBN connections to $99.99 for Naked DSL connections. These fees are waived for contracts, which also deliver an optional high-performance modem for free.

Not a bad inclusion, comparatively speaking! But if you want to check out how iiNet stacks up against other providers, make sure to check out the table below:

Broadband Plans

good mates
  • Up to 7Mbps Basic Evening
  • Unlimited Data
  • NBN Fixed Line

Basic Speed Unlimited NBN
  • Up to 7Mbps Basic Evening
  • Unlimited Data
  • NBN Fixed Line
$48/mth

NBN UNLIMITED Plan - BASIC SPEED
  • Up to 7Mbps Basic Evening
  • Unlimited Data
  • NBN Fixed Line
$49.90/mth

Unlimited - Casual Plan
  • Up to 30Mbps Standard Plus Evening
  • Unlimited Data
  • NBN Fixed Line
$89/mth

iiNet customer service and support

This is where iiNet shines. Since 2006, iiNet has managed to garner over 50 industry awards — many of them focused on the quality of their call centres. This isn’t easy to do — and one look at the customer feedback on their site shows that they’re doing something right!

Technical support is available 24/7 through email and by phone, with billing support available from 8 am to 10 pm Monday to Friday and 9 am to 6 pm on Saturday AEST.

On top of that, iiNet customer contact also has options for the hearing impaired. TTY services, Spean And Listen, and Internet Relay options are all made clear on the site.

The iiNet help website also offers a huge range of support, with articles and how-to guides organised by categories, including:

  • Internet
  • Billing & Accounting
  • Email & Hosting
  • Phone
  • Mobile
  • Moving House

The internet provider also has a long history of being responsive online. They are quite active on their Whirlpool forum and are pretty responsive across Facebook, Twitter, Google+, YouTube, and LinkedIn.

iiNet helpdesk

MATE can help you with:

  • Setup
  • Installation Help
  • Connection Questions
  • Technical Support
  • Payment
  • Changes to your Plan

Will You See Eye-To-Eye?

We all know that choosing an internet service provider has a few risks involved. You don’t know how well the service will work until you get it. You have no way of knowing how responsive the support staff will be until something goes wrong. And you can’t know if you’re getting a good deal straight off the bat.

The good news is that iiNet has taken some pretty serious strides to simplify the connection process. Not to mention that they make it nice and clear how much each plan costs and what they offer.

Combine that with the company’s dedication to building a better internet and their industry-leading push into innovative offerings — such as uncapped plans, VoIP, and now Fetch TV — it’s pretty clear that iiNet offers more than meets the eye.

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