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Edited by:
Ajust Content Team
Last updated:
August 22, 2025
AI-sourced. Human-edited. Made clear for you.

Table of Contents

iiNet
customer support overview

 iiNet offers award-winning customer support through multiple 24/7 channels, including:

  • 📞 Phone (13 22 58 for support, 13 19 17 for sales)

  • 💬 Live chat (7am–9pm weekdays, 10am–7pm weekends)

  • 📧 Email (support@iinet.net.au / billing@iinet.net.au / sales@iinet.net.au)

  • 🏬 In-store help (select locations like iiStore in Perth)

  • 🌐 Toolbox portal for account self-service

iiNet is known for quality service, with accolades like Mozo People’s Choice 2023 and high scores in national satisfaction surveys. While part of TPG Telecom, iiNet maintains a strong reputation for responsive, friendly support. Whether it’s a billing query or a tech issue, iiNet makes it easy to get the help you need.

Common
iiNet
 customer issues and complaints

Customers most frequently report:

  • 💸 Billing/cancellation problems – charges after account closure, missed refunds

  • 🌐 Internet issues – service dropouts, NBN congestion during peak hours

  • 🕒 NBN install delays – long wait times or reschedules due to NBN Co

  • 📶 Modem problems – hardware issues, late deliveries, setup confusion

  • ⏳ Support delays – long hold times or lack of follow-up in complex cases

Despite these hiccups, most users find their issues resolved once escalated properly. Many positive reviews highlight iiNet’s dedication to troubleshooting and customer care.

How to contact
iiNet
customer support

Here’s how to get fast help:

  • 📞 Call 13 22 58 (24/7 technical & billing support) or 13 19 17 for sales

  • 🌍 From overseas? Call +61 8 9214 2222

  • 💬 Live Chat – Visit iinet.net.au/chat/sales

  • 📧 Email – support@iinet.net.au (tech), billing@iinet.net.au, sales@iinet.net.au

  • 🛠️ Toolbox – Log in to toolbox3.iinet.net.au to self-manage bills, plans, faults

  • 🏬 Retail help – Visit iiNet stores like Perth’s iiStore for in-person support

Tips: Avoid Mondays, try Tuesdays for quickest phone response. Toolbox & iiHelp often resolve basic issues instantly.

iiNet
key customer policies: refunds, returns, cancellations and more

  • 🔁 Cancellations – Call to cancel (not online). Early termination fees apply if you are still in contract. Return any required hardware to avoid charges.

  • 💰 Refunds – Unused prepaid amounts refunded after account closure. Billing errors are corrected. Request a refund by calling support after final invoice.

  • 📦 Deliveries – Hardware is shipped via StarTrack. Can be tracked via Toolbox. Unclaimed items return to sender after 7 days.

  • 🛠️ Warranties – Modems carry 12–24 month warranty. Faulty units are replaced free if confirmed. Returns required within 21 days.

  • ⚖️ Consumer Law – You’re entitled to a refund or replacement under ACL for any major fault with service or hardware.

iiNet honors all standard refund and support policies – just be sure to confirm specifics based on your plan and hardware.

Table of Contents

iiNet
 complaints submitted through Ajust

I had no internet for two weeks, made over 11 phone calls, and kept getting different answers each time. I'm disabled and rely on my connection for medical and support needs, but no one followed through. When I finally cancelled, they threatened to charge me $160 if I didn’t return the modem myself. I felt completely let down. - Vicki

I tried to contact iiNet for weeks about cancelling an old account from overseas. I couldn’t remember my Aussie mobile number after 16 years in the UK, but I kept being asked for it. I gave every detail I had, but still couldn’t get it sorted. The lack of a proper contact method made it feel impossible. - Pat

For months, I’ve tried to update my credit card details online but couldn't get into the system. I used the reference number they gave me but nothing worked. I’ve reached out multiple times for help just to make sure my service isn’t interrupted. I still haven’t been able to fix it. - Graham

It took over seven hours on hold and six phone calls just to get a technician visit booked. Even then, NBN called to try to cancel it, which I had to stop. I lost weeks of time trying to speak to someone at iiNet, and couldn’t work from home the entire time. - Luke

Recent experiences with
iiNet
customer service

Customers report that internet dropouts and NBN faults are resolved on the first call.

Cases of billing errors after service cancellation commonly require multiple follow-ups.

Users report significantly shorter wait times when calling on Tuesdays or during off-peak hours.

Official
iiNet
Customer Service Links & Contact Information

iiNet
Contact FAQs

What’s the fastest way to get help from iiNet customer support?

The fastest way is to call 13 22 58 or use the Toolbox portal for instant self-service. Tuesdays and off-peak times have the shortest wait. iiNet also offers 24/7 phone support, live chat, and in-person help. Use Toolbox for billing, usage, and fault reports-it often avoids the wait altogether.

Why do iiNet customers complain about billing and cancellations?

Many iiNet complaints involve charges after account closure or slow refunds. These issues usually need multiple follow-ups to resolve. If you're cancelling, call directly and return any required hardware to avoid extra fees. Always confirm your final invoice and request a refund promptly.

What should I do if my iiNet internet is constantly dropping out?

If you're experiencing dropouts, check for NBN outages and log in to Toolbox to report the issue. Call support if needed-they often resolve it on the first call. Persistent issues may require a modem check or escalation to NBN Co, especially during peak congestion times.

What are my rights if iiNet hardware is faulty or service fails?

Under Australian Consumer Law, you're entitled to a refund or replacement for major faults. iiNet also provides modem warranties and free replacements if the fault is confirmed. Always report issues within 21 days and ask about ACL protections if support falls short.

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