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Frustrated ACT iiNet customers struggle to connect

By Charlotte Harper - 9 January 2017 22

iiNet complaints

Have you come home from the holidays to find your internet is down? We did, and spent much of the first morning back at work for 2017 getting it sorted. The recorded message that answered calls to internet service provider iiNet this morning immediately alerted the listener to the fact that there were iiNet NBN outages in Canberra and that technicians were working to get everyone back online, but with no end in sight, that information doesn’t help much when you have work to do.

Dozens of Canberrans have taken to Twitter and Facebook to complain about the service being down and about frustrations in their dealings with tech support staff. Others have pointed out that iiNet’s Twitter account appears to be unmanned. The account has not tweeted since January 3. Why not tweet the same message that is recorded on the answering service? Communication is preferable to silence, even when the news is not good.

iiNet

Back to our phone call to tech support … as we’re not on NBN, we held on to speak to an operator and immediately explained the situation i.e. that the service was required in order for our business to continue to operate. Jason in Cape Town managed to solve the problem within 45 minutes. After ruling out a fault in our area, with Telstra, with the modem or the line, he ran some tests at iiNet’s end and managed to find the issue and fix it.

Having switched to iiNet from Telstra late last year we’ve been very happy with our service, which provides more than six times the download speed and four times the upload speed we’d had with the Bigpond ADSL service. However, there have been a couple of dropouts in the past week, and we’ll be watching closely in coming weeks.

iiNet complaints

IT specialist media has reported widely on iiNet issues in Sydney, blaming technical and support issues on the fallout from the acquisition in 2015 of the ISP by TPG as well as teething problems for the NBN generally. Perth-based iiNet had an excellent reputation for customer service prior to the takeover, Lifehacker reports in this in-depth examination of the business, but has since laid off hundreds of staff and closed its Sydney office.

Have you been affected by iiNet outages today or in recent days? How have you found customer service?

iiNet complaints

What’s Your opinion?


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22 Responses to
Frustrated ACT iiNet customers struggle to connect
1
bronal 4:45 pm
09 Jan 17
#

I’ve been a subscriber to iiNet for 15 years and have generally found their services to be OK. I wouldn’t say any more than that, but I’ve never had a problem with them that’s been so bad as to tempt me to change. I have a view that ISPs, like banks, are pretty much of a muchness and that changing can create as many problems as it solves.

However, last year iiNet were taken over by TPG, which apparently has attracted its fair share of criticism. I am now on guard in case service and support levels decline as a result.

I am finding that the iiNet email service has become very clunky and wonder if this related.

2
John Moulis 10:16 am
10 Jan 17
#

Is iiNet the old TransACT? I’ve written here under various pseudonyms about the horror period I switched from Telstra Bigpond to TransACT cable with the promise I would get faster Internet. Right from the start YouTube videos began buffering. Their Net went down on Christmas Eve that year and there was no phone support, it kept ringing out. It wasn’t put back on until the second week of January.

I phoned them and said I was cancelling the contract. They charged me $500.00 then a further $200.00 for getting out of the bundling.

When I phoned Telstra to get Bigpond ADSL2+ put back on the tech told me that TransACT had trashed the old connections and he would have to install a whole new node and line from the telephone pole.

If the NBN ever comes to our suburb I will be bypassing all the cowboy outfits and dealing exclusively with Telstra. And I’m not being paid to say this.

3
JC 12:11 pm
10 Jan 17
#

John Moulis said :

Is iiNet the old TransACT? I’ve written here under various pseudonyms about the horror period I switched from Telstra Bigpond to TransACT cable with the promise I would get faster Internet. Right from the start YouTube videos began buffering. Their Net went down on Christmas Eve that year and there was no phone support, it kept ringing out. It wasn’t put back on until the second week of January.

I phoned them and said I was cancelling the contract. They charged me $500.00 then a further $200.00 for getting out of the bundling.

When I phoned Telstra to get Bigpond ADSL2+ put back on the tech told me that TransACT had trashed the old connections and he would have to install a whole new node and line from the telephone pole.

If the NBN ever comes to our suburb I will be bypassing all the cowboy outfits and dealing exclusively with Telstra. And I’m not being paid to say this.

Yes iiNET (TPG) does own the old Transact VDSL2 network (the fiber network was sold to NBN). However this issue seems to be much deeper in their network so is also effecting ADSL customers on their own network and Telstra Wholesale network.

And your story about ‘trashing’ old Telstra connections is pretty spot on, many installers just cut the Telstra line at the house and joined in the Transact lead in rather than doing any internal cabling. But not a bad thing getting a new Telstra drop cable if going back.

Re NBN, one good thing about it is NBN are the ones who own the actual connection and exchange gear. So in theory doesn’t matter who your ISP (RSP in NBN terminology) is. Except of course once the data gets beyond NBN it ends up in your providers network and issues like the iiNET ones can still occur.

And getting offtopic many complaints people have about NBN fiber to the home, can be pointed to RSP’s not buying enough backhaul bandwidth to handle the traffic they are getting from NBN, but NBN gets the rap for it in the media. Though NBN’s backhaul bandwidth pricing is what fuels RSP’s not buying enough back-haul bandwidth. So vicious circle.

4
bronal 12:15 pm
10 Jan 17
#

Yes, iiNet took TransACT over three or four years ago, before it was itself taken over by TPG.

5
creative_canberran 6:15 pm
10 Jan 17
#

John Moulis said :

Is iiNet the old TransACT?

It’s complicated. iiNet bought TransACT (and in turn was bought by TPG recently) and inherited a bunch of legacy technology and back-end systems that they admit they haven’t integrated well. This means there’s a mashup of different services. You might have been using TransACT cable, or TransACT VDSL (in areas where TransACT installed their own DSLAMs), or iiNet ADSL (which uses their own or Telstra DSLAMs), or NBN cable through iiNet (and NBN is buying the old TransACT network). TransACT used Vodafone as a virtual network operator, while iiNet used Optus, and the combined company continued to support both.

I know someone who ditched iiNet because account management behind the scenes was so woeful, it was becoming dangerous. Services would suddenly be cut off, and take up to 5 days to restore. I’ve seen many others have issues too.

6
dungfungus 12:03 pm
11 Jan 17
#

creative_canberran said :

John Moulis said :

Is iiNet the old TransACT?

It’s complicated. iiNet bought TransACT (and in turn was bought by TPG recently) and inherited a bunch of legacy technology and back-end systems that they admit they haven’t integrated well. This means there’s a mashup of different services. You might have been using TransACT cable, or TransACT VDSL (in areas where TransACT installed their own DSLAMs), or iiNet ADSL (which uses their own or Telstra DSLAMs), or NBN cable through iiNet (and NBN is buying the old TransACT network). TransACT used Vodafone as a virtual network operator, while iiNet used Optus, and the combined company continued to support both.

I know someone who ditched iiNet because account management behind the scenes was so woeful, it was becoming dangerous. Services would suddenly be cut off, and take up to 5 days to restore. I’ve seen many others have issues too.

When iiNet may have inherited a bunch of legacy technology when they bought TransACT, ACT taxpayers absorbed a shortfall of some $54 million dollars when all the losses were crystalised.

7
canberra born n bred 10:16 pm
11 Jan 17
#

John Moulis said :

Is iiNet the old TransACT? I’ve written here under various pseudonyms about the horror period I switched from Telstra Bigpond to TransACT cable with the promise I would get faster Internet. Right from the start YouTube videos began buffering. Their Net went down on Christmas Eve that year and there was no phone support, it kept ringing out. It wasn’t put back on until the second week of January.

I phoned them and said I was cancelling the contract. They charged me $500.00 then a further $200.00 for getting out of the bundling.

When I phoned Telstra to get Bigpond ADSL2+ put back on the tech told me that TransACT had trashed the old connections and he would have to install a whole new node and line from the telephone pole.

If the NBN ever comes to our suburb I will be bypassing all the cowboy outfits and dealing exclusively with Telstra. And I’m not being paid to say this.

john

My parents switched over to Transact when they first came out saying how better & bigger they would be was with them up until recently when iiNet bought them out..Unhapoy with the service they switched to Optus..when tech came out had to also install new line as Transact had done something to the lines so you couldn’t switch carriers…After 40+ years they have had to change to a new phone number..my dad has lost a lot of business as his regular. Liners were calling his original number Optus can’t put a diversion on their old number as it is now classed as dead

8
JC 11:57 am
12 Jan 17
#

canberra born n bred said :

John Moulis said :

Is iiNet the old TransACT? I’ve written here under various pseudonyms about the horror period I switched from Telstra Bigpond to TransACT cable with the promise I would get faster Internet. Right from the start YouTube videos began buffering. Their Net went down on Christmas Eve that year and there was no phone support, it kept ringing out. It wasn’t put back on until the second week of January.

I phoned them and said I was cancelling the contract. They charged me $500.00 then a further $200.00 for getting out of the bundling.

When I phoned Telstra to get Bigpond ADSL2+ put back on the tech told me that TransACT had trashed the old connections and he would have to install a whole new node and line from the telephone pole.

If the NBN ever comes to our suburb I will be bypassing all the cowboy outfits and dealing exclusively with Telstra. And I’m not being paid to say this.

john

My parents switched over to Transact when they first came out saying how better & bigger they would be was with them up until recently when iiNet bought them out..Unhapoy with the service they switched to Optus..when tech came out had to also install new line as Transact had done something to the lines so you couldn’t switch carriers…After 40+ years they have had to change to a new phone number..my dad has lost a lot of business as his regular. Liners were calling his original number Optus can’t put a diversion on their old number as it is now classed as dead

Your parents were given the wrong advice re number porting it seems.

If as you say they ported their number to Transact in the first place then that number could be ported off to another carrier without any issues. That said Transact would probably say not possible, because it wasn’t possible to port numbers from the number range that Transact actually owned. Though believe now fixed. The core difference is if you port a number to a carrier your number still technically belongs to the original carrier. They make an entry in a routing table now saying that number is with carrier X. Want to port back then the original carrier needs to change the entry and all done, but of course needs to be requested by the carrier that is now providing that service.

And re cutting the line to stop people changing back, not quite true. As I mentioned above what some Transact installer would do is cut your incoming Telstra line at the point it enters the house and then join the Transact drop wire to the house wiring. Meant they didn’t have to do any internal cabling. Whilst a bit of a pain, all it would have required to go back is to get Telstra back to disconnect Transact and reconnect the Telstra line. 5-15 minutes work depending upon if the whole drop cable needed to be re-run.

9
JC 1:08 pm
12 Jan 17
#

dungfungus said :

When iiNet may have inherited a bunch of legacy technology when they bought TransACT, ACT taxpayers absorbed a shortfall of some $54 million dollars when all the losses were crystalised.

Can you remind me who was in power in 1996 when Transact was started?

10
dungfungus 3:56 pm
12 Jan 17
#

JC said :

dungfungus said :

When iiNet may have inherited a bunch of legacy technology when they bought TransACT, ACT taxpayers absorbed a shortfall of some $54 million dollars when all the losses were crystalised.

Can you remind me who was in power in 1996 when Transact was started?

Why?

Are you having problems with your Google connection?

11
JC 9:06 pm
12 Jan 17
#

dungfungus said :

JC said :

dungfungus said :

When iiNet may have inherited a bunch of legacy technology when they bought TransACT, ACT taxpayers absorbed a shortfall of some $54 million dollars when all the losses were crystalised.

Can you remind me who was in power in 1996 when Transact was started?

Why?

Are you having problems with your Google connection?

Just curious if you knew it was the Liberal party that set-up Transact and its (loss making) business model. And no problems with my Google connection. Oddly my NBN fibre service was built by Transact, so all good.

12
dungfungus 9:43 am
13 Jan 17
#

JC said :

dungfungus said :

JC said :

dungfungus said :

When iiNet may have inherited a bunch of legacy technology when they bought TransACT, ACT taxpayers absorbed a shortfall of some $54 million dollars when all the losses were crystalised.

Can you remind me who was in power in 1996 when Transact was started?

Why?

Are you having problems with your Google connection?

Just curious if you knew it was the Liberal party that set-up Transact and its (loss making) business model. And no problems with my Google connection. Oddly my NBN fibre service was built by Transact, so all good.

Oh, that’s what you were alluding to was it?

Yes, I am well aware of that, so what?

I have always maintained that Governments of all persuasions should not get involved in business ventures unless they become personally accountable for the risks they take using taxpayers money.

It wasn’t just ACT taxpayers who lost millions either – one of the largest Industry Super Funds (or should I say, their members) got burned too.

I am mystified how the NBN has ended up with TransACT fibre though – I understood that the NBN rejected a proposal from TransACT to take over their fibre network shortly before they sold out to iiNet.

13
Dreadnaught1905 1:25 pm
13 Jan 17
#

dungfungus said :

I am mystified how the NBN has ended up with TransACT fibre though – I understood that the NBN rejected a proposal from TransACT to take over their fibre network shortly before they sold out to iiNet.

Not quite. iiNet acquired all of Transact’s assets in 2011, although it wasn’t fully merged until sometime after that (and some would argue that it still isn’t).

iiNet sold the Transact Fibre network to NBN Co in 2013. It was sometime in 2013 (probably May-June from memory) that an NBN installer had to come out to my then house and replace the Transact NTU with an NBN one, and install the NBN battery backup unit.

News article here:

http://www.itnews.com.au/news/nbn-co-buys-transact-fibre-network-344171

14
JC 3:18 pm
13 Jan 17
#

dungfungus said :

I am mystified how the NBN has ended up with TransACT fibre though – I understood that the NBN rejected a proposal from TransACT to take over their fibre network shortly before they sold out to iiNet.

Transact sold the VDSL network to iiNet in 2011 and fibre to NBN in 2013. In 2011 the fibre network would have been quite small hence maybe why NBN wasn’t interested. I don’t recall. And even on sale to NBN, it was on the agreement that Transact finish all estates they had already been signed up for.

But bet NBN kicking themselves they didn’t get the VDSL network, because that modern technology is what NBN are now mostly installing.

15
dungfungus 7:16 am
14 Jan 17
#

JC said :

dungfungus said :

I am mystified how the NBN has ended up with TransACT fibre though – I understood that the NBN rejected a proposal from TransACT to take over their fibre network shortly before they sold out to iiNet.

Transact sold the VDSL network to iiNet in 2011 and fibre to NBN in 2013. In 2011 the fibre network would have been quite small hence maybe why NBN wasn’t interested. I don’t recall. And even on sale to NBN, it was on the agreement that Transact finish all estates they had already been signed up for.

But bet NBN kicking themselves they didn’t get the VDSL network, because that modern technology is what NBN are now mostly installing.

That VDSL technology is the modern one that was in the Liberal’s business plan?

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