WTF happened to iiNet customer support? No one answered for 2 hrs!

furic7 on 27/03/2020 - 17:16
Last edited 28/03/2020 - 10:30

TL;DR;
Waited for 2 hrs in a phone queue and still, no one answered.

It may be the reason that everyone is working from home, the internet (FTTH) dropped off every time I try to upload big (500mb+) files. I had to reset the modem to get the internet back.

I called on Friday 3pm, waited 2 hours till 5pm and still no one answered!

Is that normal or just this period of time? I cannot work smoothly at home due to not being able to upload files… My girlfriend is pretty pissed and she asked me to report to ACCC…

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Comments

  • DashCam AKA Rolts on 27/03/2020 - 17:23
    +9

    Perhaps your internet connection is socially distancing.

    • Zachary on 27/03/2020 - 22:57
      +1

      Aside the from the sarcasm, mine has been happening recently too…. I'm guessing they fired all their customer line support workers which would explain the long wait times and the Australian nbn and adsl2+ are hammered with everyone on the internet at the sametime…..due to the pandemic…..

  • Hybroid on 27/03/2020 - 17:26
    +1

    iiNet is essentially TPG now and they're known to have issues currently. Switch to ABB or Superloop for a better service.

  • Hithere on 27/03/2020 - 17:29
    +4

    Assuming you mean Customer support, first since TPG now own iiNet the service has deteriorated.

    Second, with staff working from home all users with connection issues have long waiting periods. Patience is a virtue.

    If you do want to lodge a complaint ACCC is not the correct body to contact, you need the Telecommunications Ombudsman.

    • rompastompa on 27/03/2020 - 18:38
      +1

      If you do want to lodge a complaint ACCC is not the correct body to contact, you need the Telecommunications Ombudsman.

      It's within their (iiNet / TPG) SLA's, so being on hold for 2 hours for a non-critical issue is not a valid complaint.

      Severity Scale 3: The Service at the Site is impaired while most business operations remain functional - Target response time 4 hours with a target restore time of 3 business days.

      • furic7 on 28/03/2020 - 10:33

        So that means every ISP company can legally keep you waiting for 4 hours on the phone? Note that iiNet only provides phone support but not email support or support ticket….

    • furic7 on 28/03/2020 - 10:31

      corrected the title, and thx for the info!

  • Therage on 27/03/2020 - 17:45

    Try online chat?

    https://www.iinet.net.au/chat/support

    • furic7 on 28/03/2020 - 10:34

      didn't realize they have online chat, which is pretty hidden….

  • spackbace on 27/03/2020 - 17:47

    How old is the modem? Has this happened before? Just wondering if maybe the modem isn't handling the throughput

    • furic7 on 28/03/2020 - 10:35

      It's brand new and we are new to the service 2 months ago.

  • John Kimble on 27/03/2020 - 17:51

    It doesn't help your iinet issue, but can you use your phone as a hotpot as a last resort?

    I have 200G on my optus plan but I rarely use over 10% of it…

    • Twix on 27/03/2020 - 20:29

      Nah all @richardfu71 needs to do is join another ISP. FTTP can run up to 4 internet connections at the same time.

  • this is us on 27/03/2020 - 17:53

    No big issues with my FTTB iinet in Melbourne. I've downloaded a few xbox games this week and speed has been good (new console, had to download a lot of stuff). At times, speed went down from 90-100Mbps to 40Mbps but I think that was Microsoft not iinet as parallel connections were good.

  • c64 on 27/03/2020 - 17:54
    -1

    i'm presume they cheaped out and used a philippenes call centre

    • John Kimble on 27/03/2020 - 17:55

      I know my wife's work one aren't allowed to the office building in Manila due to the virus and they don't have the ability to WFH…so they're screwed!

    • mskeggs on 27/03/2020 - 19:05
      +2

      TPG use Philippine help staff, I think iiNet were mainly South Africa and Australia.
      The Philippines has strong lock downs at the moment, so lots of call centres are disrupted. It may be they are sharing resources with TPG and iiNet to handle the surge of calls.
      I think you would be best calling late at night or very early.

  • try2bhelpful on 27/03/2020 - 18:12

    We are with Internode and lost our Internet access for 3/4 weeks. Telstra had a report someone had damaged the cable and we were, basically, screwed until it was repaired. The people on the Internode help desk were, fairly, helpful but there was nothing they could do until Telstra got off their backside. We then found out Telstra is using contractors to work on their issues because one contacted us to say he was working on ours; so we hotfooted it home. When we got there he couldn’t get access to the Telstra pillar to do a full test. When we asked him what next he said he was just a contractor and couldn’t tell me more. They aren’t even hiring guys who have the training to say they will escalate back through their management. Finally got the service back again but we couldn’t use our streaming services whilst it was out. Fortunately we had bought prepaid SIMs so we had a reasonable amount of data to work with, whilst our service was out.

  • bdl on 27/03/2020 - 18:16
    +1

    Plus South Africa is in lock down now too

  • JimmyF on 27/03/2020 - 19:37
    +2

    Waited for 2 hrs in a phone queue and still, no one answered.

    COVID-19 virus…… EVERYONE around the global is being locked down, way less workers to answer the phone.

  • Baysew on 27/03/2020 - 19:45
    +1

    Check the number. You may have rang Centrelink by mistake.

  • Bonsaichop on 27/03/2020 - 19:54
    +2

    My girlfriend is pretty pissed and she asked me to report to ACCC…

    What are you doing here then? Better hop to it or she'll be proper upset!

  • Domingo on 27/03/2020 - 20:26
    +2

    I spoke to them on Wednesday to get an address issue resolved, the guy asked when I wanted him to call me back. I asked for Friday, he said that wasn't a good idea because he was in South Africa and they were going on a 21 day lockdown starting Thursday night. So I asked for Thursday instead.

    So assuming iiNet use primarily South African call centre staff, not going to have a lot of luck getting through.

    Note: he never called me back

    • furic7 on 28/03/2020 - 10:37

      That explains…

  • Donaldhump on 27/03/2020 - 21:34
    +1

    A lot of these companies will be reviewing their bcp plans after this unfolds

  • AustriaBargain on 27/03/2020 - 23:50
    -2

    India is on lockdown.

  • charliepie on 28/03/2020 - 11:44

    Just got off the phone with them to cancel my service, rang exactly on 9 when they opened the billing line, took 2 hours to get someone.

  • stainedteatowel on 29/03/2020 - 00:02

    2 hours is a long time, a lot of places are getting hammered though due to all that's going on lately

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