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iPrimus
partners with Ajust

iPrimus
Complaints

The best way to resolve complaints with
iPrimus

iPrimus is an Australian telecommunications company that provides a range of services, including internet, mobile, home phone, and NBN. The company has over 1 million customers and is committed to providing excellent customer service. iPrimus has a dedicated complaints team that is available 24/7 to help customers resolve any issues.

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iPrimus

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iPrimus

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iPrimus

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iPrimus
to listen to its customers and give them fair outcomes.
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COMPLAINTS SENT THROUGH AJUST

Live Campaign

Removed bpay option

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
PETER
Removed bpay option

PETER

July 18, 2024

Left with no payment option, spend hours on phone, frustrating

Outcome Sought

Apology

Compensation

Other

Telco

Lost internet connection

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
John
Lost internet connection

John

May 23, 2024

No internet for 12 days

Outcome Sought

Apology

Compensation

Other

Telco

Pausing movies and unresponsive box

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Danial
Pausing movies and unresponsive box

Danial

May 22, 2024

No way to call 000 in emergency, anxiety, stress

Outcome Sought

Apology

Compensation

Other

Telco

Refusal to disconnect services

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Jodie
Refusal to disconnect services

Jodie

April 30, 2024

Customer is being billed for services they no longer need

Outcome Sought

Apology

Compensation

Other

Telco

Coverage issues all the time

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Sharon
Coverage issues all the time

Sharon

April 27, 2024

Frequent disruptions often

Outcome Sought

Apology

Compensation

Other

Telco

Payment late by two days

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Joanne
Payment late by two days

Joanne

April 26, 2024

Treated with disrespect, transferred multiple times

Outcome Sought

Apology

Compensation

Other

Telco

Lost connection multiple times

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Suzanne
Lost connection multiple times

Suzanne

March 16, 2024

Had to take time off work

Outcome Sought

Apology

Compensation

Other

Telco

Bad service, constant dropouts

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Osama
Bad service, constant dropouts

Osama

March 9, 2024

No internet for work, kids unhappy

Outcome Sought

Apology

Compensation

Other

Telco

Bill not received

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Jeff
Bill not received

Jeff

March 7, 2024

Frustrating

Outcome Sought

Apology

Compensation

Other

Telco

Data restriction without notice

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
KATIE
Data restriction without notice

KATIE

February 19, 2024

Unable to access essential services

Outcome Sought

Apology

Compensation

Other

Consumers who are asking

iPrimus

To Listen

Live Campaign
Do you manage complaints for
iPrimus
?

Removed bpay option

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
PETER

PETER

July 18, 2024

Customer frustrated with iprimus for removing bpay option, lack of bill details, language barrier with call center, and inability to speak with supervisor.
Removed BPay option , so I'm left with no option to pat as there has never been a bill sent with any account numbers for direct debit. I spend hours on the phone to pool trained English as a second language call center staff who to their credit mostly do their best to help but due to rigid systems can't resolve my issues but when a supervisor is requested they never come on the phone, this has happened numerous times, its incredibly frustrating. The best thin offe3rd is a call back which I can not take as I can't take calls whilst working.
Telco

Lost internet connection

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
John

John

May 23, 2024

Customer lost internet for 12 days, tech staff unable to fix modem issue, requested to change server but faced verification delay.
I want to disconnect from IPrimus. I lost Internet for 12 days and 7 calls to Tech Staff who finally addmitted they could not fix it. Itwas obviously a Modem problem. When I wanted to change Server for the bad treatment I was told to supply verification details in photographic form which was dispatched to Customer Service 2 days ago. No response.
Telco

Pausing movies and unresponsive box

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Danial

Danial

May 22, 2024

Customer seeks refund for movies due to constant pausing, compensation for internet outage affecting ability to call 000 for child with epilepsy.
About a month ago when I'm watching a movie through a fetch box that I primus supplied movies allways pause so I need to exit and go back to movie and sometimes the Fetch box becomes unresponsive I have tried waiting but even after 30 mins there's nothing so U have to disconnect power I have had it happen to every movie and last night I rented 1 hoping that it wouldn't pause but it was actually worse and today we have had no connection at all for home pH internet and fetch tv this is the 2nd time within a month . we need the home pH as there is no mobile reception here we have a child who has bed epilepsy so if she has a seizure I have no way of calling a ambulance service ... And we have tried calling when we didn't have home h and triple zero could not hear us mobile signal was breaking up .that is y we got the service to begin with now this is really stressful for me and my partner I have really bad depressive disorders and it took me 4 days afterwards last time to stop thinkin about it I came very close to being admitted into a mental facility . I want this problem sorted 1 way or the other ie they supply a another way to allways be able to call 000 .as for the tv fetch issues I want a refund or some type of compensation for all the movies I rented . also some compensation for this issue with no internet access.... This has created alot of anxiety for me even having to right this
Telco

Refusal to disconnect services

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Jodie

Jodie

April 30, 2024

Customer is unhappy with iprimus refusing to disconnect services until bill is paid, despite moving and no longer needing them.
Refused to disconnect my internet and mobile phone. Was told I am not able to disconnect the services until the months bill has been paid. All other service providers disconnect services and send final bill. I no longer need these services as I have moved and do not wish to be charged yet another months billing I have been informed thar they will continueto bill me but will not disconnect the servies
Telco

Coverage issues all the time

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Sharon

Sharon

April 27, 2024

Frequent internet outages, seeking compensation, upset and considering switching providers, permission to speak to husband.
Nearly every week,quite often I have coverage over night or until my husband comes home this is my complaint again 12/5/2024 and today 15/5/2024 no internet again yet I'm paying for service I'm not receiving I would like some compensation,this has been going on since I signed up I'm confined to a wheel chair and I have to wait for my husband to come home to reset,if this cannot be resolved I will go to another provide and also take matter further I'm very upset I also give Optimus permission to speak to my husband mark thompson
Telco

Payment late by two days

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Joanne

Joanne

April 26, 2024

Customer seeks apology and to speak to manager about disrespectful treatment and payment delay.
I have been treated with disrespect being on the phone for over 45 minutes to just be continued to be transferred to staff that could not resolve the issue which is a payment late by two days
Telco

Lost connection multiple times

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Suzanne

Suzanne

March 16, 2024

Customer seeks $2 per day compensation and apology from iprimus for frequent internet outages, inconveniences, and lack of adequate compensation.
I have lost internet 3 times this week and had to take half day off work to be home for nbn Again I have to take another half day for nbn to come out and be told I only get $2 off a day compensation I have been a customer since 2014 it’s ridiculous
Telco

Bad service, constant dropouts

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Osama

Osama

March 9, 2024

Customer seeks owed money and apology from iprimus due to abysmal service, frequent dropouts, lack of resolution, and unfulfilled promises.
Hi I signed up with Iprimus 3-4 months ago and im going to start off like this a really abysmal bad service. I have made at least 15 phone calls to fix the service and some days i was on the phone for 6 hrs just trying to fix the internet with you guys . I would call by the time we fixed it was 1.5 hours then will drop out again and so on 3-4 times a day . 3 mobile phones at home , will drop out every 10 minutes then would have to log back in yes drop out every 10 mins ..will drop out on desktop daily id have to log in on 4G it’ll work tomorrow the 5G will work not sign in drop out sign in again drop out so on so on …not one day in the 4 months did i have a problem free internet day …my kids hated it complained daily i could not do work of the 4 months i had maybe 6 weekends with no internet and all other days was lagging drop out pathetic….i will not pay for this service anymore…im owed money from Iprimus for the inconvenience …every phone call i made i made sure and asked to note down the conversation and complain they said yes and never did …i called 3 times in the last 2 weeks only to be told last call was In January 28th now i can only accept that as a lie and i asked for a call back it still has not happened…I want some credit or compensation for the inconvenience i paid for not having internet
Telco

Bill not received

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Jeff

Jeff

March 7, 2024

Late bill not received, seeking no penalty pay, frustrating experience with iprimus
Bill (snail mail) for last month has not arrived (2weeks overdue). Online and phone contact with Iprimus not registering. Very frustrating.
Telco

Data restriction without notice

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
KATIE

KATIE

February 19, 2024

Customer seeks unrestricted data access and apology from iprimus. data was restricted without notification, impacting hospital visits and family court matters.
My mobile data has been restricted even though I was not informed of this via email or messages I only found out asking for a payment plan was told that they would not do a payment plan until I've made a partial payment I explained that I have been in and out of hospital due to being quite unwell and that I needed my mobile data and legally they cannot restrict me without informing me they have refused to un-restrict me I am also in a situation where I am having to vacate my house every day just to get away from my upstairs neighbours so I need to access my mobile banking my emails and stuff like that as I'm also going through family court I have explained to the people on the phone that because of me being in and out of hospital I need my mobile data as the hospital does not have Wi-Fi and it doesn't always work she persisted on arguing with me and kept demanding I make a payment today even though I told her three times I do not get paid to Wednesday and I cannot afford the full amount up front

COMPLAINTS RESOLVED THROUGH AJUST

Live Campaign
Telco

Refusal to disconnect services

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Jodie
Refusal to disconnect services

Jodie

April 30, 2024

lightning bold icon

Resolved < 48 hrs

Check icon

Resolved < 1week

Resolved

Telco

Payment late by two days

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Joanne
Payment late by two days

Joanne

April 26, 2024

lightning bold icon

Resolved < 48 hrs

Check icon

Resolved < 1week

Resolved

Telco

Lost connection multiple times

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Suzanne
Lost connection multiple times

Suzanne

March 16, 2024

lightning bold icon

Resolved < 48 hrs

Check icon

Resolved < 1week

Resolved

Telco

Bill not received

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Jeff
Bill not received

Jeff

March 7, 2024

lightning bold icon

Resolved < 48 hrs

Check icon

Resolved < 1week

Resolved

Telco

No service

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Carmel
No service

Carmel

January 22, 2024

lightning bold icon

Resolved < 48 hrs

Check icon

Resolved < 1week

Resolved

Telco

No Service / Outage

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Tanya
No Service / Outage

Tanya

January 27, 2023

lightning bold icon

Resolved < 48 hrs

Check icon

Resolved < 1week

Resolved

how to raise a complaint with

iPrimus

The best way to resolve an issue with 

iPrimus

Quick Solutions
Prepared by
iPrimus
WE SUGGEST

Despite telcos operating on modern infrastructure, things do occasionally go wrong. Whether you can’t call your partner due to an outage, or you get overcharged on a bill, Ajust is here to make it easy to send your complaint so that you can get a resolution.

We tell you how to make a complaint about your mobile or internet service, whether you're with the big 3 (Telstra, Optus and TPG) or one of the many other smaller players. We also fill you in about the main issues facing telco consumers, like slow internet speeds and dropouts, damage to NBN equipment, faulty installation, poor customer service and delays.

How to complain to

iPrimus

Before making a complaint to the Telecommunications Industry Ombudsman, you must first try to resolve your complaint with your telco. Ajust’s platform guides you through a quick and easy process to ensure that all of the right information is sent to the business to ensure that you get a resolution. Here are some things you can consider before getting started.

01
Describe the issue and how it affected you
Explain what went wrong such as slow internet speeds or an unfair price increase and how the issue has affected you so that your telco understands the impact.
02
Consider how you’d like your telco to resolve your complaint
Help your telco by sharing what they can do to make it up to you, for example a replacement modem or a credit on your next bill.
03
Gather any materials that support your complaint
Make sure you have any files handy that will help your telco understand your complaint, such as a bill or a screenshot of a speed test.
04
Fair and Free
Use Ajust to raise a complaint directly with
iPrimus
Get started. Raise a complaint in 2 minutes. Fast and free
04
Fair and Free
Join our campaign to get
iPrimus
to listen
Help us by adding your complaint to our campaign. The more people we have, the harder it is for them to ignore us!
How to contact
iPrimus
Phone
13 17 89
Details missing. Help fill in the gaps.
Post
PO Box 631, Collins Street West Melbourne VIC 8007
Details missing. Help fill in the gaps.
Online
https://secure.livechatinc.com/licence/9275700/v2/open_chat.cgi?groups=1
Details missing. Help fill in the gaps.
In person
N/A
Details missing. Help fill in the gaps.
Complaint Policy
https://www.iprimus.com.au/legal/complaints-handling-policy-statement
Details missing. Help fill in the gaps.

Common issues related to

iPrimus

get heard, get a resolution

Resolving issues with Ajust

Ajust makes complaints easy for consumers and businesses. Our platform resolves complaints in three easy steps!

How Ajust works, user shares their story

Tell your story

You’ve experienced an issue with a business and you want a resolution. Ajust asks the right questions about what happened, so your story gets heard. It only takes a few minutes.

Ajust uses your story to automatically create a complaint. We send your complaint with the right details, to the right place – so you get the right outcome.

Submit your complaint

Ajust uses your story to automatically create a complaint. We send your complaint with the right details, to the right place – so you get the right outcome.

The business responds to your complaint to offer a resolution. If you’re not happy, Ajust helps you escalate your complaint to the ombudsman or switch to a new provider.

Get your resolution

The business responds to your complaint to offer a resolution. If you’re not happy, Ajust helps you explore other options for an outcome.

FAQs

You can also learn more about Ajust here.

Who can use Ajust?

Ajust can be used by any Australian consumer to resolve complaints with any Australian businesses.

How much does it cost?

Nothing! It's free for consumers to use Ajust. Consumers can upgrade to a paid version of our platform if they need to take more action or want to get faster results.

How does Ajust make money?

Consumers and businesses can pay Ajust for extra support to resolve complaints.

Is Ajust independent?

Ajust is an independent business that operates separately from the businesses listed on our website. Our priority is helping consumers resolve their complaints, because we believe that is good for consumers and good for businesses. Ajust is also separate from government, ombudsmen and regulators.

Is it better to complain through Ajust?

Much better! Ajust makes the process easy for you by collecting the right information, sending your complaint to the right place, following up with the business and much more. And it's free for consumers to get started.

Others are resolving complaints with Ajust

Get a resolution for your complaint

We take the effort out of making a complaint. It's fast, fair and free for consumers.

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