Internode Reviews 186

OKAY GET THIS

It all started one sunny morning day. I was moving out of a house in one suburb to another just three suburbs closer to the city on a good old fashioned v-line.

I call and ask for an internet service switch (after I had just paid a month for the further away suburb). It doesn't happen, some stuff up on their end. The plan needs to be cancelled and then another one started again. Fine.

Only they don't cancel it. They just start another one with a similar street name in NEW SOUTH WALES.

They then proceed to change me $79 for my VIC address & $99 for a NSW address when I've never lived outside of Victoria.

Then when I don't 'pay' ( a credit of $125 to the account for previous stuff ups was supposed to be used), they cancel my service in Victoria but not in NSW!

I question why in the hell this happened. They tell me they dont know! But they need another $59 from me now to give me internet access in 24 hours.

So they open up another account with out my permission for NSW, charge me for that, then have the gall to tell me I need to pay them $59 now.

These buddies must've crawled up from the pits of hell on April Fool's and never returned. Must be living in the NSW address I've been paying for?

I didn't realise support is now offshore, it's terrible wanted to cancel account and got handed off to multiple accounts who ask you the same questions and keep trying to upsell you their mobile service when all I want to do is cancel my internet. Do not use!!

I’ve cancelled my home broadband account after over 15 years of service, due to the appalling customer and internet services.

Offshore call centre staff are unfriendly, incompetent, some quite rude and don’t have the basic knowledge and communication skills

The dropouts had been happening several times, on the daily basis lately, sometimes it persisted for hours without a proper solution.

The most outrageous and unacceptable conduct was the Internode continued to unreasonably deduct money from my direct debit account, without my consent, one month after my account was closed.

I made a complaint to customer service centre. The issue was resolved and the refund was processed.
However the following month, money was deducted again. So I rang the service centre trying to find out the reason why I was charged again despite the account had been closed over two months earlier.
The customer service person offered an apology for the mistake and promised the refund would have been processed within 24 hours, but it had never been eventuated.

I then called the Bank explaining the case and immediately had my money recovered and credit card replaced.
Therefore, I’d encourage customers who unfortunately encounter similar situation to contact your Bank.
Stay away from Internode and find an ISP with better service and with an Australian Helpdesk.

If I could give a minus I would, didn’t receive a monthly invoice since February, and got a text message on Saturday 13/05/23 that account would be suspended if payment wasn’t received within 48 hours, paid on 13/05/23 by osko fast payment to have our business account suspended at 8.30pm on 15/05/23, good bye internode 🤬🤬🤬

Since offshoring everything to the Philippines, this company is the absolutely terrible. The call centre agents are powerless to solve anything. Their VoiP systems are lousy, you will constantly get disconnected and have to call back and explain your issue again and again. They completely messed up service transfer of service from another provider. Got the details wrong. Had to send another modem. In this process a business phone got disconnected. Cost me thousands of dollars in lost sales. They tried to blame me, Telstra, anyone else other than Internode. Agents will constantly apologise, but not resolve anything. Can't escalate to anyone in Australia. I have literally spent 40+ hours on the phone with various employees and my issues still remain. I strongly suggest moving ISPs and or never signing up with them. They used to be great, but outsourcing has absolutely destroyed their service!

My last review was 1 star, my internet speed has been diminishing for sometime (months) and just put up with it. It was quite bad for the last week since last planned outage. 15 lost connections overnight alone.
I'm happy to say though after today's phone call which actually took me longer to Google the number for tech support than what it took to speak to someone, the internet is back up to speed🤞. Sorry for the poor review but hope we're all happy now.

Worst customer service ever with an ongoing issue. With internode for over 6 years and moved my business. That's when the problems started.
We have been without phone for 5 days and each time we call internode we get someone new with no notes left on the account from previous calls.
Have wasted hours on the phone over the last 5 days and got nowhere. Still no phone. No point ringing them because we just get the same script from them.
Can't emphasise enough how frustrating this has been.

I have been on the phone for 40+ minutes - we are having major issues with our internet to be told I’m not and there is nothing they can do!

I have a chronically ill child and I need this sorted today or I’ll cancel my account!

How do I contact someone in Adelaide

Below average customer service support and account verification. Our business cannot operate on such poor service. Despite the warning, we were looking at canceling the service support staff was arrogant.

So, when we went to admin to cancel the service they were trying to convince us not to. It was too late. Now we are canceling they want to know where we were going. It is a sad situation for Australian companies behave in such a manner.

I ordered a SIM card a week ago, I intended to keep my number, but even though I called for five working days, I was on the line for more than twenty minutes per call, but my SIM card was not activated, I not cooperate with this company I don't want it and I request that you return the amount I paid for the SIM card.

I have been an internode customer for more than 15 years and whilst they're expensive- I decided to stay with them. Recently I asked to downgrade my account and after a complicated series of conversations it was agreed that internode would match an offer from AGL.
What actually happened was that Ryan of sales - refused to put me through to resolutions and instead managed to cancel my account completely and sign me up anew. This is exactly what I did not want to happen!!
Then I have called multiple times to get logins fixed and keep getting hung up on including by ENZO from resolutions. 3 days later I still can't log in!
hopeless and arrogant.
a simple ' we don't give a s##t about our long term customers - and we never offer discounts'
would have saved me days of pain and 30 phone calls

ID of [ticket.internode.com.au #27685606].

Have been on the phone for tech. Support for 2 days now. Been told time and time again all checks say nothing is wrong. Still no internet. Am getting instructed by overseas tech support which the language barrier is difficult to understand. I have asked for a technician to come out and see for themselves what is wrong. I'm told to follow more instructions which lead to nowhere. If l am paying for a service and l request a technician to come out then that is what should happen. Now l have to pay a private company to come out and sort out the problem. Not very Happy at all. It's very frustrating when you ring and you have all these differant menus to go through and you end up where you started. Not a Happy Chappy.

Internet not working, was on a call with support for 40 minutes where I was made to repeat the troubleshooting steps I had already taken, then was told it would be escalated at some point in the future, couldn't give me a time/date or anything. Got a call back later that day with no update, asked to repeat the troubleshooting I'd already done and was then told that it needed to be escalated again, again with no timeframe, internet is still not working

1197850074

All of a sudden, unable to receive emails on my 3 accounts, one of them is our B&B business. Have ben a pretty good customer and with internode for 20 years +. Eventually found out that they had suspended my emails due to suspected scam activity. Appreciated but need to change my passwords but thats where the trouble started. Rang support and lodged a call back request. Got the call and then had to lodge another call back request and same again. At this stage have not been able to talk to a technician and seriously considering moving on. Seems since Inet took them over, very poor service. You talk to an Inet represenatative and they then say they will transfer the call to Internode and then the call is terminated. I need urgent help but it is not happening. The telephone system they use is poor and very unprofessional.

I wrote a negative review after really bad service from Internode on 28th November. I got through to them the next day (only 15 minute delay - and I was able to get a call back - as is more typically the case and did not have to wait on line. The origainl problem was sorted and the help desk person took my complaint about the service the night before seriously, undertaking to pass my feedback onto Tech department ot make sure it wasn't repeated for others. Call from Customer Service person a day or so later to apologise and assure me my complaint had been taken seriously and they hoped experience would not be repeated. I was pretty impressed by their response and prepared to give them another chance.

Worst company to deal with. Horrible customer service. My 75 year old mother in-law, who has been a customer of internode for 15 years, rang to advise internode her credit card had been scammed and that NAB had frozen all her accounts. As her bill cycle was due the same day, Internode threatened to turn off her interned by midnight the same night. My wife had to pay the bill for her to keep it turned on. Any honorable company would give a long standing customer some form of extension under these circumstances....not Internode. What kind of backward, vindictive a..holes have they got working for them? Shame on you internode!!

I have been an Internode internet customer for approx. 30 years. I signed up for a mobile service several years ago & at the time Optus was the network. My account was bundled & all services billed together. At some point the network changed to Vodaphone & apparently the billing changed. I recently got a new credit card & went to my Internode account & changed credit card details. Whilst I was away overseas with no mobile connection & sketchy wifi I was advised by email that I owed money for my mobile account. I was confused as my account is direct debited & thought perhaps it was a scam. After a few more emails & threats of my mobile account being terminated I went to my Internode account & paid the outstanding amount. When I arrived home I found my mobile had been disconnected. I rang Internode & explained what had happened & was referred to a technician who said they would sort it out & get back to me. I heard nothing, & then spoke to someone in sales who told me that the mobile service was different to my internet service & had separate account details which was news to me. I assumed that since Internode were providing the service all account details were managed by the one service. I was advised to pay the outstanding money again which I did over the phone, & was told the disconnection would be fixed & someone would get back to me. Heard nothing again so had to ring yet another person who advised that my phone number (which I had for 30+ years) was gone. This whole process took 2 days & I was shunted around & no one ever followed up & rang me back. Appalling service for a long standing & loyal customer, hence I changed mobile providers & am thinking whether I should do the same with my internet. Poor form Internode!

During my relocation, my email address ceased to work and my direct debits went into my old account, resulting in 'late payment' notifications from my new account. Sadia from internode rectified both quickly. I was also in isolation with COVID, and feeling pretty flat and she offered empathy and care aware that staying connected via the net can help with recovery.

The person who helped me was very good, I had some trouble with new card that had run out of time, so when the new card came I contacted Internode to give the new information, however after being done was told it was not accepted, so I tried the new card, bought something and changed dates with another company that was also due and both fine so contacted Internode again and again it was rejected, so I used another card and voila, all done. It was frustrating the other times, however now all is good, but would have preferred to use the other, if you follow.

I had a very difficult and frustrating getting internet connected to my home. However. As a result I was without internet for a period for which I was compensated. In sorting out the issue I also was asked to purchase a new router which in the end was not needed. So I was also compensated for that. Every issue was resolved. The end result was very satisfactory. And even though issue was frustrating, communications was always constructive and helpful in seeing it resolved.