iiNet In Decline: Ex-Employees Share Their Stories

Image: Spandas Lui

Earlier this month, we reported on the downfall of iiNet's Sydney office and the mass redundancy of staff. Since then, more former workers from the troubled ISP have reached out from other offices around Australia. The company has inevitably changed since it was acquired by TPG over a year ago and based on the testimonies from ex-iiNet staffers, the situation looks grim for all of the remaining local iiNet operations, including Internode.

From severe cost-cutting measures to inadequate resourcing, former iiNet employees have recounted changes that occurred after the TPG acquisition. In their opinion, these changes caused a decline in customer service and contributed to their decision to leave what was once one of Australia's favourite ISPs.

See Also: Inside The Downfall Of iiNet Sydney

iiNet's Sydney office was shut down late last month and most of the remaining workers were made redundant. Many customer service roles had been moved offshore to call centres, mainly in Cape Town, South Africa. A number of team members had been shuttered over to iiNet's TransACT division before the office was closed down.

One former worker who was with the office until the very end told Lifehacker Australia that a number of changes implemented by the company since it was acquired by TPG resulted in a dramatic drop in staff morale and customer service levels.

Office perks such as weekly fruit deliveries and company funded outings evaporated. Then there were restrictions being placed on customer service representatives and teams were gradually downsized. (You can find out more details from our previous article here.)

It appears those practices weren't isolated to the Sydney office.

A Blow To Customer Service

iiNet confirmed to Lifehacker Australia earlier this month that it had taken away customer service representatives' ability to offer $50 credit to customer accounts without approval from upper management. But iiNet general manager of customer service Matt Conn explained the change in credit policy was well-intended.

"Fixing the root cause of a problem instead of applying credit to appease a customer is something we're focused on," he said.

The changes were company-wide. One former iiNet employee from the Melbourne office said the new crediting policy adversely affected customer service because overseas call centre staff were unable to adjust to the changes.

"There's an issue with the culture in the Cape Town call centre. Since the 'manager approval for every credit' came in, Cape Town managers track every credit and it's a race to the bottom for each representative," the source, who left iiNet a few months ago, told us. "So naturally, the customer service representatives promise to credit customers for mistakes but never actually apply them. Next month, the customer gets the bill; no credit. Customer calls back and the issue escalates."

iiNet's Net Promoter Score (NPS), which is used to gauge customer satisfaction towards a brand, once sat well above 60. Earlier this month, it was at 54.

Melbourne Office Was Ear-Marked For Closure

Conn told Lifehacker Australia there were no immediate plans to close down the Melbourne office. After sighting an internal email, we can now confirm iiNet had planned to close down the Melbourne office back in August and move the remaining staff to TPG's offices in Richmond, Victoria.

“There was a huge cull of managerial staff not long after I left; I would estimate at least three-quarters of the managers at the Melbourne office got made redundant."

This has been confirmed by two former Melbourne iiNet staffers we spoke to. Both of them also noted that since the TPG acquisition, the iiNet workforce in Melbourne has roughly halved; down from 200 workers.

"There was a huge cull of managerial staff not long after I left; I would estimate at least three-quarters of the managers at the Melbourne office got made redundant," one of the sources, who was with the company for four years before leaving a few months ago, said. "This along with the corporate and technical staff that also got let go or left on their own accord."

Lifehacker Australia understands that the office closure has been put on hold - for now.

Our other source from the Melbourne office noted that one of the biggest reasons for the steep increase in customer complaints against iiNet is changes in the way it does behind-the-scenes tech support:

TPG's Manila (Philippines) staff are being trained in iiNet roles. It's mostly off-the-phone, behind-the-scenes work; the monkeys that put out spot fires before they become an issue and fix stuff before the customer knows it broke.

We used to do a lot of that in Melbourne. It’s all done in Manila now, by TPG staff who don’t have the same training or technical knowledge, and there’s not enough people doing it either so the workload is HUGE.

Plus with sales representatives [also many in overseas call centres] not being trained properly and putting the wrong information into the signup form, the automation breaks. This means a human steps in. That used to be Melbourne, now it’s Manila.

iiNet's Matt Conn was eager to point out that skyrocketing complaints over the past year were largely a result of issues with NBNCo, the company that wholesales National Broadband Network (NBN) services to ISPs. NBNCo technicians are responsible for connecting NBN services to customers after an ISP has sold them. This is out of the ISP's control and if there are issues with NBNCo, customers can't complain about them to the TIO, so they file a complaint against the ISP they bought the service from instead.

“Every [FTTN] application was processed by hand... There were, I think, 4-5 people processing them."

While our source agreed that NBNCo's unreliable technical support contributed to the rise in complaints, iiNet's internal processes are apparently also to blame.

"For about four months after NBNCo's fibre-to-the-node (FTTN) plans went on sale, there was no automation and every application was processed by hand," our source said. "There were, I think, 4-5 people processing them."

iiNet did not train extra staff for the processing and the workload was enormous. iiNet didn't ease off on its efforts to spruik NBN services either.

"TPG’s focus was sales," our source said. "They hired a boatload of sales representatives in Cape Town [for iiNet] and gave them more financial kickbacks for each sale. But not more support representatives, so post-sales support is non-existent."

Meanwhile, In Perth

Perth is where iiNet was founded and where its headquarters is currently located. A few years ago, there were upwards of 600 staff on-premise. According to a source who worked in the Perth office until recently, that number has also been halved. Our source was with iiNet for nearly four years.

"I started working at iiNet in 2013. At that time the company was well known for sticking up for its customers' privacy. My impression was that iiNet had a genuine interest in improving internet access for all Australians," the source told Lifehacker Australia. "I found another job and resigned at iiNet because I could no longer achieve a satisfactory level of customer service."

The source was keen to point out that iiNet was not the perfect company even before the acquisition went through. For example, our source noted that the base wage for workers was relatively low, but it was a business that genuinely worked towards bringing about positive changes to the Australian telecommunications industry.

When the acquisition was going through, our source did have hope that TPG's takeover would aid iiNet's future.

"I've heard that TPG infrastructure and engineering/architecture is better than what we had at iiNet. I've heard that TPG was able to drive better bargaining with our wholesale providers for mobile plans," our source said. "As the sale went through I felt that it might be possible for iiNet to achieve more without being hindered by an executive board that had seemed to have become unfaithful to [iiNet founder] Michael Malone's vision for the company."

Malone left his post as iiNet's managing director in 2014 but remained a shareholder. He was vehemently against the TPG acquisition.

Our source's optimism for the acquisition faded in the past year as TPG brought about sweeping changes that affected staff morale and increased customer complaints.

"There just weren't enough staff to keep call queues or tasking under control," our source said. He noted that a lot of the technical staff fled to other places of employment as fast as they could after the acquisition. The situation was exacerbated by the fact that iiNet went into a hiring freeze in the lead up to the TPG takeover.

Then there were missteps that threw various departments in iiNet into disarray. Days after the acquisition was approved, TPG forced iiNet to kill off its Fetch TV product.

"[TPG and iiNet] then realised that breaking the contract with Fetch would be prohibitive so they put Fetch in sleeper mode instead," our source said. "Then they eventually put Fetch back but by then they had caused severe damage to our Fetch department and momentum."

"In 2016, it became almost impossible for most of the technical teams to achieve [performance bonuses] as everybody is getting slammed with detractor surveys from unhappy customers."

iiNet's rewards and bonus programs have also been neutered since the TPG acquisition. According to our source, iiNet base salary in Australia was low but there was a potential to earn up to $800 per month in bonuses if certain targets were met.

"In the first two years I worked at iiNet it was common to achieve it," our source said. "In 2016, it became almost impossible for most of the technical teams to achieve it as everybody is getting slammed with detractor surveys from unhappy customers."

The Fate Of Internode

iiNet acquired South Australia-based ISP Internode in 2011 for $105 million, prior to the TPG buyout. Co-founded by Simon Hackett, Internode was also a well-loved ISP in Australia and its culture aligned well with iiNet.

Hackett left his position as Internode's managing director in 2012 to join the board of iiNet. A year later, he resigned from iiNet and joined the board of NBNCo. Earlier this year, he passed the baton to Malone and went on to become the CEO of Redflow.

While iiNet had been rapidly integrating Internode's operations into its own business, there was still a degree of separation between the two companies. At the time iiNet was acquired, TPG had committed to retaining both the iiNet and Internode brands.

There is a sense that Internode has been somewhat protected from the changes, but sources from the Sydney, Melbourne and Perth offices have indicated that the company is rapidly becoming less independent.

"Internode sales are moving more and more into Rumba (iiNet's billing system) and out of SNBS (Internode’s billing system, literally 'Shiny New Billing System')," our source from Melbourne said. "If past history is anything to go by, as soon as the migration into Rumba reaches 80% or so, the brand will be retired."

Our source from the Perth office also noted the situation looks dire for Internode:

Adelaide has had a large group of developers from Internode and Adam Internet (another company iiNet acquired) but they have lost their job security as their migration projects seem to be coasting now. Internode especially struck me as one of the most tech savvy internet companies in Australia with a properly appreciative customer base. Now it looks like they are increasingly being left to be poorly integrated into iiNet.


In September, TPG posted a record 69% rise in full year profit to $379.6 million. Revenue was up 88% to $2.388 billion. The results were bolstered by the iiNet acquisition.

It's clear that buying iiNet made business sense to TPG. But it has come at the cost of iiNet's vibrant work culture and reputation as an ISP that puts customers first.

Lifehacker Australia was contacted by a number of former iiNet employees who confirmed that things at the once beloved ISP have gone south.

Although many of them refused to speak on record, it's clear that they were passionate about the iiNet brand and are deeply disappointed to see the decline of a respected Australian company.

"I've had the pleasure of some of the most amazing co-workers at iiNet; amazingly intelligent, customer service focused people who have passion, humour and excellent perseverance," our Perth source said. "I think they are being treated pretty poorly in the current setup."

Lifehacker Australia reached out to TPG and iiNet for additional comment for this article but they did not get back to us at the time of publication.


Comments

    Go to the Westnet (owned by iinet) Facebook page, October 1st & have a look at the thread about the trouble I had with them. It was finally resolved after 2 complaints to the TIO but I'm still waiting to hear back from them after they promised to investigate why, how & what the problem was. I am not holding my breath though.

    Your article is incorrect. Sydney were not replaced by south Africa when they were closed. Sydney were almost all doing 'transact provisioning'. this role was sent to manilla. and they are not very good at it.

      Hi Dan,

      Thanks for the comment.

      If you've read my previous article about the iiNet Sydney office closure (http://www.lifehacker.com.au/2016/12/inside-the-downfall-of-iinet-sydney/), I spoke to an ex-employee who worked there until it closed down.

      The ex-employee was the one who informed me that a lot of the customer service roles had shifted to South Africa. iiNet has call centres in Cape Town and Manilla so it's entirely possible some of the roles were also moved to Manilla. I had also mentioned that a number of Sydney team members were shifted over to the TransACT division. I've amended the article to highlight this point.

      Hope this helps.

      Cheers.

      Spandas

        No, the issue is that many people are city centric who worked at iiNet. Melbourne ppl would say that they did all the work, Sydney would say the same, Auckland, Perth - lots of friendly rivalry there to keep us motivated to be the best.

        Fact is the head office has always been Perth so all decisions were made based in Perth.

        Sydney jobs weren't offshored, that process was happening prior to Sydney being closed. ALL call centre and offline roles performed by call centre staff are being offshored. Perth's training dept has had a staff member in Manilla for more than 5 months now training customer service roles and provisioning. The service delivery department, based in Perth also has had one of their managers sent over there to train them on faults using our systems

        Prior to the takeover, most of the Fibre provisioning was done in Perth, with Cape Town stepping in as the work increased with the faults and slowness of NBNco roll outs. All call centres had specialist teams for provisioning, faults, mobiles (Sydney took over Transact) after Canberra was shut down, some Transact training was done for Cape Town before the take over due to Transact being slowly killed off with no staff being hired and that had been happening since 2014.

        The staff who are being kept are the ones who are in projects, networks, developers or who have specific or long term knowledge that will benefit the acquiring company. Whilst iiNet acquisitions were pretty shit for those affected - they were mild in comparison with a TPG acquisition. iiNet was run like an Australian company where everyone looked out for everyone else and TPG is not run like an Australian company.

          TPG is in Australia company and is run like an Australian company. How could you possibly support an argument otherwise?

        Whoever your "Melbourne source" is, I suggest you get another one. He or she is obviously way out of the loop or not in a position to actually know what is going on.

        I was working in the canberra office around 2013-2014 as an iiNet CSR however because TransACT went full force into migrating from OMNI into Rumba it hit the fan.

        %80 of the iiNet csrs in canberra were fast track trained into a legacy system of billing.

        This then because the migration failed, resulted in two systems billing customers for the same service.

        Not only did they get billed - some customers paid both the TransACT bill and the iiNet bill.

        Some of the iiNet bills were even referred to debt collectors

        It was the worst thing i have ever seen in my life and my mental health certainly was effected during the time of this migration - it was just so sad to see a great working enviroment turn so toxic so quickly.

        staff were all gone within at least 2 months.

        Last edited 11/01/17 3:39 pm

        i just noticed someone -1 me. since I was one of the staff in Sydney til it closed, I assure you my comment was accurate. south Africa took over other roles previously, which is why Sydney was down to transact provisioning and a couple of sales staff who ended up doing transact migrations.

    Been with iinet for 4+ years due to woeful experiences with TPG and Dodo and have loved every minute of it until recently. Call centers wait times are now ridiculous, call backs near impossible and my ADSL speeds have dropped to below dial up, waited 3 weeks for follow ups from "fault specialists" no call, attempt to ring them am told will call back getting no where. if No resolution soon I plan to leave, but the question is who too?

      I have been with TPG for over fifteen years and it would be five or six years since I had to ring their call centre. TPG call centres have never been great but who needs them these days?

        It is like can insurance, you do not normally need it, but when something goes wrong you are thankful for it, shame the support staff are no longer the Australian staff, after all, iiNet was never the cheapest (and still is not the cheapest) but I kept with them for over 11 years (according to the toolbox portal) for one simple reason, Bryce and the other support team members where the best you could ask for when things turned south and you needed help (which was quiet rare for me). So sad I will now have to look for another ISP that has staff that have a computer at home as well as at work (I worked in the Philippines and most homes *still* do not have a computer, and the computers at work are normally locked down with what they can do).

        First world support for First World customers, I suppose bad customer service could be coined as a "First World problem"?

        You've obviously not moved house in that time.

    Redundant employees are angry. Never would have guessed.

      Massive numbers of people left as a direct result of Teoh giving a pep talk, decline of working conditions and poor exec management direction. I was one of them, 5 great years and survived 2 take overs in the redundabus rounds. At the end of the day people choose to stay or go, I'm not bitter but sad that an amazing place to work has been ruined. It's like a TPG exec said to me in regular meetings, if you don't agree with Teoh's style leave, he will never change for an employee's views.

      Oh no! The weekly fruit deliveries were stopped? No wonder the poor people are disgruntled.

    Just quit Iinet ADSL for Telstra cable so I can stream iView, SBS on Demand etc. It was so slow my UK relatives were laughing at it as it struggled/buffered.
    No help from tech support - "take your modem next door and see if it's still slow"!
    Never dreamt Iinet would be so poor as to force me to the dark side but it is 5x plus faster.

      Nofan: Do you understand how ADSL works? The further away you are from the telephone exchange the slower your internet access will be. There's nothing you or your internet company can do to make a slow ADSL connection any faster.
      Of course, Telstra cable is going to be faster. Why didn't you originally sign up to those guys? People like you who spread misinformation and don't understand how the internet works are a bane of internet foums.

        Cheers Borys
        I'm 300m from the exchange. When I originally signed up with Iinet 9 years ago not even an expert like you would have predicted current needs.
        Sorry to have further spoiled your shitty day.

          Your reply was gold well done sir

          Same here. Been with iiNet for years. About 400m from my local exchange. Used to always sync at 21Mbps and now won't sync above 10.5Mbps. Upload sync is around 900kbps.

            i only get 2.21Mbps and was told that was good

    I left a GREAT company, it was earning bucketloads, staff were happy, clients were happy.

    Along came TPG a few years later, bought it out.

    Apparently the money the iiNet group was bringing in wasn't enough to keep TPG happy so they have sliced and diced away at what made iiNet great in the first place! Now all I read are people complaining about iiNet. It used to be other ISPs but now, shamefully it's the company I loved :(

    TPG Should be ashamed.

    They have shown that they don't care about staff or customers, so do yourself a favour and seek out another ISP.

      After 11+ years tenure, I am starting to look around for someone with an Australian call centre again, as there is a cultural issue (I spent 6 months outsourcing my job in Phils and there is a definite cultural difference and expectation (they were also more American orientated).

      My brother also had issues moving, where he was getting charged for both addresses at the same time, but after MANY phone calls and escalations, it was finally resolved (they also debited his account way too much because of this). They can blame the nbn till the cows come home, but at the end of the day then ALL telcos would have the same influx of complaints, if it was not for the customer service downgrade, so Teoh is ultimately to blame, not #FRAUDBAND, mind you he does like to pass the buck like the LNP does... hmm...

    I was employed with iiNet for a month last year. I was hired just after the acquisition, after being unemployed for a few more months than I wanted to be.
    Even though I was desperate for the job, I raised the exact concerns in these articles and was told that nothing would change - my role was secure for a number of years, for certain. This job payed 10% LOWER than any other similar call centre role, but long term tenure meant that I'd be on parity with a couple of years due to bonus pay rises linked to tenure... so they said.
    But as most employers, it was bullshit. What if I stuck about with them, where would I be now??
    Thank fuck I got another job.

      The old 'you'll get a raise/promotion shortly' sentence. I do believe academics are still looking for real life examples of this actually coming to fruition.

        The iiNet pay rise were written into the contract, CSR's got an extra $500p/a for every 6 months of tenure up to a maximum of 15 years, Senior CSR's got an extra $750p/a.

    When you pay peanuts you get monkeys. It's all about the bottom dollar. Experience staff getting let go for cheaper stuff with no clue what they are talking about. I asked a lvl 2 tech support agent do you know the difference between a WAN IP and a LAN IP. He had no idea what I was talking about this kind of stuff is very common it's the blind leading the blind you can understand why customer get upset. Tech support is not just web page with a click down box that tells you what the issue is. there are variables that are important that need to be taken into account when trouble shooting. But at the end of the day money talks and the customers service has gone out the window. Very sad indeed.

      I have been with Westnet for 15 years, and what a pleasant experience it was . but it is all over now service is appalling waiting time unacceptable . the problem is what is the alternative .

      That's more due to 'we need 30 more seats filled in support now' and training being shortened from six weeks to cover billing and sales, some time on the phones and then back to do support upskill after confidence has grown. The way now is 5-10 days total with little to no support afterwards.

      So while it's frustrating that someone not knowing the difference between a LAN and WAN IP, did you know before someone told you? I hope you're one of the good ones who tried to clarify rather than what became the norm and talk to the person like you'd found them on the bottom of your shoe.

      That's mostly the reason I left. Nobody trains you in the stuff you need to know and then people are hideous to you because you're not a network engineer.

    Who would have predicted that TPG would want to cut costs ("realise synergies") when they bought another company providing exactly the same services as they did?

    We've seen it time and time again in Telco, I mean look at Vocus and what has happened there over the years - buy a company in distress, bolt it on, use what network assets you can to reduce costs, cut staff in non-essential roles, then suddenly you're making money again. They ran out of distressed companies to buy so they bought primus and then dodo, but lo and behold the same thing happens.

    What did you think Teoh would do? Did you think he was buying out of good will, or something? Nah, he's building an empire and he wants to make money for himself and the other share holders (what businesses are ultimately there to do)

    The telco market is changing and the market is telling us that they think Telstra will win out in NBN and that resellers and smaller players will have their margins squeezed, so the share price has plummeted for TPG and Vocus. Drastic times.....

    In terms of this article - underwhelming for negative change. Oh my god! NPS has dropped to 54! God, any telco in Australia would give their left ball for a 54 rating! That is massive. "We can't give credits out" - yeah, cost control is important in the face of reduced margins, they were probably giving away 100s of thousands of dollars per year, it stands to reason that you should have control over it. People have lost job security! Yeah because it doesn't exist any more. Half a sign of trouble and cut 100s of people is the new way. None of us are safe, there are no jobs for life. Oh well.

    It all sounds perfectly normal to me, and if it doesn't to you maybe take a dose of reality.

      I agree with all your points, apart from the NPR line. Given events and new process, iiNet's first period decline to 54 will probably keep declining, until NPR sentiment is the same ass for the other large players. This will therefore become a loss in service differentiation.

        It will take a long time to get to other main players NPS scores... TPG usually reports around ~20 but Optus and Telstra are lower, - zero or less.

    TPG did what it does best, buy successful going concerns, absorbs its data base and then strips the acquisition back to bare bones before finally discarding it.

    We have iiNet, an Australian ISP start-up, do well, achieve so much for the industry in general and its staff and provide a great work ethic, now go down the drain when greed takes over and good business practices go out the back door, together with highly trained staff.

    How the mighty have fallen, and through no fault of the staff, junior or middle management. Blame the greed of the board and its shareholders.

    After being a loyal iiNet customer for over 10 years, with several moves within same city, moves to regional areas and finally interstate, I always found the customer service, be it Sydney, Melbourne, Perth, Auckland or Cape Town to be first class, the leader in how it should be done.

    However, since TPG took control, that view has changed and iiNet is now ranked as a distant also ran in the customer service stakes. From resolution in 1 phone call, to multiple contacts and still waiting for resolution 3 months later. From a 5 minute maximum wait in the queue to a minimum of 1 hour and forget call backs now, my last one took 2 hours to call me back, then they hung up.

    NBN has been available in my street for just over 6 weeks. NBN.Co, Telstra, Optus and 3 local ISP have all confirmed this to be correct and want my business. Yet iiNet keeps telling me its not available so wont connect me and nothing to do with available ports either.

    So I am moving to another non-associated provider, thus becoming yet another dissatisfied or disillusioned customer, that iiNet cared for but TPG cant be bothered with.

    ps: this comment also appears in the original article: Inside The Downfall Of iiNet Sydney.

    Last edited 21/12/16 2:52 pm

    This article explains so much behind the problems we have had with iinet recently.

    We recently moved house, but 6 weeks later we are still being charged for our VDSL 2+ service even though we have requested the service to be shut down.

    With direct debit unable to be stopped, we are $180 down. 6 phone calls - one each week hasn't helped. The customer representatives keep talking about how there is no team to close down the TransACT services....

      @Grace

      It shouldn't be like this, especially as you pay in advanced for the service and provide plenty of cancellation notice. Fair Trading, Ombudsman and the TIO are all toothless tigers who simply collect data and do nothing to help recover your money that iiNet has debited from your bank for a service they are not entitled to charge for. Even though that in itself is breaking relevant consumer laws.

      When things started to go pear shaped with iiNet, I decided to opened a new account with my bank, specifically for iiNet. Then I changed my bank details with iiNet, via toolbox, and waited. It wasn't long before an unauthorised charges started to appear and its taken 3 months to sort that out. Now the only way I can avoid iiNet deducting money they are not entitled to, is to have a zero balance .

      As I am changing providers, I am making sure it all happens in the middle of an iiNet billing cycle, then I will give iiNet two weeks notice to close my account, well before the due billing date.

      Its a sad state of affairs.

      Last edited 21/12/16 11:15 pm

        I used to work as a Logistics Officer for them. TPG's head office in 65 Waterloo Rd, Macquarie Park has a customer service desk that you can pay a visit to and discuss with them about the issue and request a refund. What usually happens at the desk though is that customers would yell and argue with the customer service staff until they agree to resolve issues on the spot.

        Just go in there and bring out the sabretooth tiger within you!

    Pure and simple: Internode was great. TPG has always been rubbish. iiNet was once great. TPG hires monkeys, gives them a script that they read, no matter what the problem is. In 12 months with TPG I never once spoke with anyone who had a clue about what they were supposed to be helping customers with, and I had to ring them almost weekly the quality of the Internet was so pathetic. I moved to Internode, and on the same pair of copper back the the exchange, had no problems. Internode adequately provisioned their network and taught quality local people how to look after it, and put quality, trained, local people in their call centres. Ringing them, when it was rarely necessary, (usually to set up a new modem or similar) was always a pleasure. Ringing TPG always ended in frustration, anger and rage. TPG scrimps on everything; everything they do is all about making money. Internode cared about service and cared about quality. TPG never gave a damn about either. Sad to see two of Australia's best companies get destroyed in the name of corporate profits. If the ACCC were doing their job, they should never have permitted either to be sold to TPG. Australian consumers are far worse off as a result.

      Maybe TPG should not have been able to buy IInet, but the truth is IINet has been in decline well before TPG bought them. They're been dying a death of a thousand cuts losing out to competitors. A sell out was their investors lifeline and that is why it happened. The rest is just the result of that decision.

    Time for everyone to jump ship to MyRepublic then. Pity I have another 12 months left on iiNet.

    I've been with internode for about 12 years. Had been awesome until TPG came along....

    Now I have moved from Unit 10 to Unit 12 in the same apartment building. I have been waiting now 7 weeks to move two doors down in the same building. This has been caused by Internode trying to connect me to the wrong address on no less than 3 occasions. And now, I am just sitting in limbo waiting....

    I'm thinking of changing - but keen to find out what options are about? MyRepublic sounds ok from what I can see on their website. Any other good recommendations?

    (I should note - I moved house 5 times with internode previously - not once had an issue until this time....The first move since TPG took over Internode)

    Last edited 03/01/17 1:08 pm

    Like everything that was once Australian owned and managed is now in the hands of mainly Asian countries who could not care one ounce about us, just their bottom line. Screw the global economy

    Who to go to now, then??

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