Fed up with iiNet, Switching to Another Provider, Any Recommendation?

Long story short, I am fed up with iinet and other TPG subsidiaries. My list of complaints is long from their customer service. billing problems, and the locked Fetch TV trick.

Does anyone know a better NBN provider that is cheap (I only need 20MBps), and the router does not require VLAN ID Setting (because I would like to keep my router). A bonus would be if the customer service is in Australia.

I have shortlisted a few, and wondering what you think.
Aussie Broadband - rather expensive. More expensive than IINET, so that's a no.
Belong - cheapest at $55 a month on contract, but can't find any information on how to setup the router.
Tangerine - never heard of this, but it is recommended on Whistleout.

Edit, there seems to be debate about tpg subsidiaries, here is the full list from wiki:
AAPT
PIPE Networks
Chariot
Soul
Vodafone Australia
Lebara Australia
IntraPower
iiNet
Internode
RuralNet
Country NetLink
Origin Internet
Octa4
TransACT
Grapevine
Westnet
Netspace
Adam Internet

Comments

  •  

    Tangerine is garbage. Customer service sucks. They basically use a managed product from Vocus from what I can tell which sucks. I changed from Tangerine to ABB, Superloop and then Launtel. All of which were miles better.

    •  

      Thank you, I better stay away. Should have known coming from whistle out….

      • +5 votes

        I found Tangerine Great . I have had Tangerine four years now without any problems.

        • +3 votes

          Same boat. I have had it since November and no issues. Granted, I am not doing anything that needs super fast internet. With regards to customer service, I have never needed to contact them. The best customer service is not needing to use customer service in my opinion.

          • +4 votes

            @EBC:

            The best customer service is not needing to use customer service in my opinion.

            I agree, I hate calling customer services unless I have to.

        • +1 vote

          I just switched from aussie to superloop and then to tangerine. And honestly I cant fault any of these three. Tangerine came out to be cheapest as their special price for the first six months. But speed wise they all are very compatible.
          At least in my case.

        •  

          Yep, and if you do need to get in touch with them, at least it's a local call centre

    • +4 votes

      I’ve only had fantastic customer service from tangerine throughout the order and set up process and no complaints about my 25mbps service.

      • +4 votes

        Same here

      • +3 votes

        Same here. Great customer service, always happy to try and configure the byo modem. Read on here that their faults departments are more technicians rather than call centre staff.

    • +2 votes

      Disagree

  • +39 votes

    You get what you pay for. Cheap = no customer service, expensive = customer service.

    Cant have one with the other in this market atm.

    • +10 votes

      To be fair if you have a decent actual internet service you should never need to know how good their customer service is once you’re connected…

      • +8 votes

        Unfortunately this is the nbn, you never know when something is going to go wrong. Last week i had a planned outage for 5 hours, and my internet didnt come back up afterwards, the nbn tech that came out had to redo my whole connection in the pit.

        The ISP has no control over the internet service, only their customer service.

        •  

          I’ve been on NBN for nearly 2 years and have never had an issue nor the need to speak to anyone - just works.

          • +1 vote

            @Randolph Duke: Lucky you, unfortunately when you do get a problem, it will be too late.

            • +1 vote

              @garetz: I just think it’s the whole vocal due to negative experience thing. I called once in 8 years about my ADSL connection yet you’d think BigPond was the crappest provider in history reading Whirlpool.

              • +2 votes

                @Randolph Duke: Your experiences are anecdotal evidence at best, you happen to be one of the lucky ones. Believe me, when you need support, and you dont get it, its much worse than when you dont need it, and therefore your connection is fine.

                •  

                  @garetz: Lol so your anecdotal evidence trumps mine? I’ve not heard any friends or family complain about NBN connections either. Sure you can find people on the internet with issues but again, those with a negative experience tend to be the most vocal. Majority don’t have issues. I don’t disagree it is painful if you do have issues.

                  • +1 vote

                    @Randolph Duke: FYI I'm in the IT industry and I have to also deal with some IT Support and I hear people having issues with NBN all the time.

                    To be fair I hear people having issues with their ADSL just as much.

                    •  

                      @oz-eh: True, they had a cabinet just less than 20m away but instead of spending time and routing my cable to it, they some how connected me to a 950m cabinet away. Therefore even if i wanted to it is impossible for me to get bare 50mbps let alone be 100, max line 28, so im out of luck to ask nbn to comes down and reroute it as it meets the minimum 25 already

                  •  

                    @Randolph Duke: People who complain are usually loudest.

                    99% of the time, it’s fine for most people, but when it doesn’t work, it seems to happen to occur at the worst time, or whatever and people get all angry and demand call centres pick up the phone within 2 mins or else it feels like your on hold for 30, etc.

                    You can tell which camp people sit when you read what they write and how it’s written.

          •  

            @Randolph Duke: guess you are lucky.. first few weeks after install was fine for me. then suddenly started getting dropped out (maybe about few times every hour). Problem wasn't fix for a few weeks and took 4 x technician visit.

            Worked perfectly for about 2 months then started getting drop out issue again. This time its a different issue but still I can see many people having issues like me.

            Mine is HFC by the way.

            Have had Optus cable in the past and never had any dropout and also been with ADSL for 20 years + and everything was stable. After switching and having constant issues with the NBN I was considering switching back to ADSL but it wasn't possible since you cannot switch back once you switch over.

        •  

          This is a really critical and excellent point.

          NBN stability is just not there yet at least with any of the reduced cost technologies like HFC so managing outages is absolutely vital. NBN provides no automatic service correction functionality (as was originally promised by the politicians but eventually removed to save cost) Yes the devices in theory have lots of diagnostics but nothings done with it by NBN from what I understand chatting to various people that are ex-NBN.

          With one of the services I'm looking after for the family (Optus NBN) it has had up to 26 micro disconnections in a single day and large outages in the order of 6 hours. Optus is impossible to get in an outage and even if you get them they won't contact NBN to lodge a fault or record the details for follow up (they shut down chat on their crowd system, don't provide direct email support or any way to "record" the incident for follow up). They also force you to use there sub-standard routers and threaten not to support you if you change the routers which in my case don't reconnect after a micro-disconnect leading to a total outage (manual power on off required) They also lock the phone sip details meaning you actually must use their custom poor quality devices for at least phone if you intend to get phone from them. I've had to engage TIO directly to investigate NBN issues that would seem obvious enough to fix because of this gap in how the retailer can opt not to raise an issue to NBN and the customer can't directly raise a case themselves.

          A top quality provider will do things like
          a) communicate to you about upcoming outages (many are known) and even unplanned outages as they occur
          b) provide a fallback capability like 4G to keep you going
          c) act immediately on an outage, do their own testing and contact NBN for you to get it fixed then retest.
          d) other things I'm not even thinking about.

          A top provider will do more than just send you bills and charge your account. I suspect the higher cost ones like superloop and Aussie are doing some or maybe all of these.

          I'd love to see a blow by blow comparison on all of these companies seeing exactly what each does and does not do for you.

          With Optus the TIO has confirmed to me that they are not legally obligated to inform customers of upcoming outages for NBN so a lot of this stuff you'd assume is mandatory is not.. (e.g. hence your provider makes a big difference if your on a hybrid technology like HFC. (which is probably most of us!! Thanks current cost cutting government!!)

          Of course if your lucky and on quality infrastructure maybe you can get away with poor support! ;)

          • +1 vote

            @paulojr: I am with internode and while I know many people have claimed their support are bad since IINET/TPG took over but so far I have to say when I had NBN problems they were relatively quick to respond and do actually follow up.

            I know that they could only do so much since it is NBN's infrastructure but I would imagine my experience would be a lot worse if I am with another ISP.

  • +43 votes

    25/5 is $69 on Aussie Broadband, SuperLoop - the most reputable providers, that don't oversell their network and can prove it by publishing CVC data. Both have customer service in Australia. No contracts.

    The price difference between the pristine top shelf and the trash oversold Vocus Layer 3 resellers is like a coffee a week. It isn't worth the hassle that you've described to save a few bucks (hint: you're not saving anything if you value your time).

    AussieBB, first month free with FIVESTAR - give it a go, nothing to lose. Both don't require VLAN ID Setting. Also, with the first month free you can connect on the 100/40 plan and then schedule the change to 25/5 - maximise the bargain.

    You can also scratch a few dollars off if you don't need unlimited data.

    • +3 votes

      Oh wow, thanks for the code as well. I think Aussie bb is the way then

      • +14 votes

        You need to signup to Aussie BB to see how the pros connect & service customers
        Been with them since Nov - never looked back

        • +16 votes

          Agreed aussie bb. Heaps impressed with their customer service. So over dealing with overseas call centres who don't know what they're talking about.

          • -10 votes

            @wozz: This sounds a lot like an ad.

        •  

          Not really they still cannot work out VoIP can't call out for me despite I had it for two months and logged a call never had a call back

          Also price isn't good after 6 months goes up $10

      • +3 votes

        You won't be disappointed. Signed up with ABB a few months ago have excellent speeds and rarely drops out. Customer service amazing. No overseas call centre to deal with. Can't go wrong.

    •  

      Superloop have gone really downhill lately. I have to deal with them on behalf of alot of my clients and their response times are crazy long whenever I have called them.

      •  

        We use them at work …. as they say - if you dont have something nice to say

    • +3 votes

      Agreed. Aussie BB all the way.

      You pay a very small premium for MUCH better customer service and a quality connection. I've been with them for 2 months now, 5 star provider.

      • +5 votes

        I’m happy to pay a few dollars extra to keep Aussies employed (ABB) rather than people in a Phillipines call canter (TPG). Ultimately the reason I moved from TPG to ABB was the call centre staff. They used to drive me crazy reading off their scripts. With ABB, you can have a normal conversation that doesn’t feel like you’re talking to a robot.

        •  

          Those Filipino workers are just doing their job…

    •  

      Agreed.

      And when your internet does go down, you can reset the port on their end via the ABB app without even having to call them (useful if your connection goes down a lot).

    •  

      $65 on superloop, actually

  • +14 votes

    Been with ABB for over a year and never had any issues. Customer service is apparently top notch but haven't had to contact them yet.

    • +4 votes

      They called me in person a few days after my install to check how it was going. Like iiNet used to be 15 years ago

      • +3 votes

        Yeah, that's exactly what I thought. They are what iiNet and Internode used to be.

    • +18 votes

      I've called them like 3 times - been amazing every time

      Their app is also "world class" - you can check for faults, do line tests and even pit tests from the bloody app
      Its insane - I'm still in awe how Aussie BB have nailed the experience while all the other ISPs are still playing catchup

    • +1 vote

      just signed up with ABB. perfect product and service so far. I found a $10 per month discount for first 6 months for ABB which swayed my decision. i believe you can also find first month free deals which works out about the same. also any customer can give you a refer a friend code to get you both a one time $50 discount.

      other companies with excellent reputations include Superloop and Future NBN. you get what you pay for though.

      •  

        can you stack that referral with the 1 month free/$10-6mnths discount codes?

        •  

          No stacking. Pick one option.

      • -2 votes

        Only lasted six months isn't good though.

        It should be $59

  • +16 votes

    My list of complaints is long from their customer service. billing problems, and the locked Fetch TV trick.

    They ALL lock the Fetch, it is in fact Fetch who does it
    If you care about Customer Service and Billing … then

    Aussie Broadband - rather expensive. More expensive than IINET, so that's a no.

    Needs to become a Yes.. they are literally the only ones on your list (and in general) who:
    Have 100% aussie based call centre (in regional VIC)
    are highly rated for their service and after sales support
    manage their bandwith to ensure people get what they pay for (something a lot of lower end RSP's do not do hence why they can be so cheap)

    when it comes to NBN.. You literally get what you pay for.
    If you pay peanuts you will always get monkeys

    • +4 votes

      I would rank Launtel along side ABB.

      •  

        Launtel are getting there but not just yet. Launtel have direct connection to about 30 POI, about 20 POI more coming in the next couple months & Vocus for the remaining POI.

        ABB have direct connection to all 121 POI.

        • +1 vote

          Yes, it is annoying that they have use Vocus for L2 transit at most of their POIs. Thankfully they are not using a L3 managed product so they avoid most of the Vocus related issues. However, they do meet all the criteria Jimbobaus listed as only being fulfilled by ABB.

      •  

        Launtel 100/40 plan is $4 a day. That's $120/month. That seems way over priced unless I'm missing something?

    • -1 vote

      Have 100% aussie based call centre (in regional VIC)

      Whilst I agree with your comment, one (possibly unpopular) opinion of mine is that the call centre shouldn't matter. Post-install (10 months) I haven't called my ISP (Superloop) as I haven't had any issues.

      • +7 votes

        It shouldn't matter but when your dealing with faults it can make a huge difference in having your NBN fixed.

      • +2 votes

        You might change your mind once you realise that when Covid started all of the overseas call centres shut down and left their customers hanging with no support. Customers were left with faults they couldn't get any assistance with.

        • +1 vote

          I know someone who has been without a mobile phone service at all for almost two weeks - no inbound calls, outbound calls or data.

          Did a port that screwed up just as Philippines went into full lock down…

          This was with Boost (Telstra), and there are cheaper providers than them…

      • +2 votes

        The call center doesn't matter until you have to call them.

  • +2 votes

    I moved from iiNet to Leaptel and haven't looked back. I even moved from a 100/40 to 50/20 connection and I haven't noticed any difference.

    •  

      Leaptel uses vlan apparently

      •  

        Does launtel use vlan tagging?

        • +1 vote

          Nope, Launtel is IPoE.

  • +13 votes

    Pretty much all you're going to hear all day long is ABB is worth it and you get what you pay for. Give them a try.

  • +5 votes

    ABB is top notch. Great customer service when you need them.

  • +2 votes

    A family member signed up to the belong 30/20 plan and said when the router came in all he had to do was plug it in and connect to the NBN box. I'm guessing he also had to set up the SSID and password, but it all seemed straightforward.

    • +3 votes

      I'm currently on Belong. I was with them a couple of years ago, then when returned back to Australia, decided to sign up with them again. I too was similar in that I didn't want to have endless number of modems. They did give me the option of not having a new modem, but it made sense to replace a 2+ year modem with a newer one.
      Not that I've had to contact them for customer support (only had 1 time where Internet cut out, but was resolved before needing to contact them), but I suspect this would be difficult. FTTP, Starter 12 month contract, $55 / month, 30Mbps, $20 referral.

      • +1 vote

        I feel like the $20/month saving is worth the painful customer service especially if you only have to contact them once or twice a year.

        • +2 votes

          $20/m over 10 years = $2400 ;)

    •  

      Same.
      Moved house recently. Sign up in both occasion is painless with Belong

  • +2 votes

    ABB or Superloop are the way to go

  • +3 votes

    Another vote for Aussie Broadband here. Moved from Optus to Aussie Broadband 2 months ago and my only regret is that it took me that long to switch!

    As someone above has mentioned, there are usually discount codes you can use to bring the cost down a little. You can find them here.

  • +1 vote

    if u want cheap flip is $50 for 25/5 (probably closer to 20 i'm guessing) 2mth contract, voip is +$3, no vlan id required unless you're on fttc iirc, ping isn't great but doesn't bother me. had no problems with them so far do everything online and just email for support they usually reply within 24hrs

    • +3 votes

      Thanks a lot !
      Was looking for such an answer instead of the usual ABB song n dance.

  • +1 vote

    Have been with Aussie Broadband and currently with Superloop. Both are good providers.

  •  

    I'll lose my iinet email addresses if i change, right? I've been with them nearly 20 years. Has anyone been able to retain their email address after moving on?

    • +7 votes

      lol no that’s how they entice you to stay. All the more reason to use a separate email provider.

    • +6 votes

      You will. Though it seems you can pay them $25 a year to keep them.

      https://help.iinet.net.au/closing-iinet-account-or-changing-...

    • +13 votes

      To paraphrase an old proverb;

      The best time to move away from an ISP e-mail address is 20 years ago. The next best time is now.

    • +6 votes

      You can pay to retain your emails but that's the trap. Just change it to forward to an external address and drop everything into another provider.

      ISP emails are hot garbage anyway.

    • +2 votes

      This is the best time to get your own domain and use that for your email address. You can set up forwarding to a free gmail account and set up a "from" address within gmail. Or you can pay someone like Fastmail to host email to your custom domain.

    •  

      I just went through this. Wrote down all the critical accounts/services I used my iiNet email for and one by one changed them over to gmail. Took a few days of doing but wasn't too onerous apart from Uber deleting my account but they re-instated it a day later. I paid to keep my iiNet email and monitor it weekly to see if anything I forgot is important otherwise it will act like a spam trap.

      •  

        Thanks everyone here for this advice. I have to move my senior parents on from this, and theyve had the email for close to 20 years. It can be done.

        Currently Im the other way around and my gmail accounts are my spam traps. at least its easier to search and delete.

        I'll get them onto this project of going through and moving their email slowly over time.

    • +1 vote

      Find someone who is still on Iinet and then migrate your mailbox to their account. Each NBN account gets 20 email addresses.

  • +5 votes

    Please got with Mate! They are incredible. I do have the fastest speed (100/20) and usually have 80/30 (so upload speed seems faster). It's $59 for 25/5 or $69 50/20 $79 80/20. If you add a sim they also knock $10 off the sim.

    • +3 votes

      Started off with Mate Communicate but their speeds got so bad in evenings and weekends had to switch to ABB. Never looked back since.

      Same router (bought from them), same setup, same everything. Considerable difference in network quality though.

      •  

        Well it works really well for me, so sticking with mate.

    • +2 votes

      +1 for Mate

      They have Australian service centres, are a bit cheaper than ABB, and have been as helpful as they possibly can be as an RSP when our old lines needed NBN to repair it.

    •  

      Are the speeds good and reliable with HFC? Just applied today. Fingers crossed