iPrimus Recensioni 103

Been 3 months plus had some problem with the NBN and yet they have not fixed. They seem terrible. Bad customer service. I had never heard of them until now.this is a nightmare

Very good quality TV and internet, but not good customer service.
With these high prices for your services, you can invest a little money in training your staff.

I had a been an iPrimus customer for a LONG time (over a decade) and although the product worked fine whenever I dealt with their customer service team it was a debacle. I have since moved OS and tried to cancel my internet and, even after close to 12 years, they slugged me a termination fee on a contract which had 1 month left to run. Noting they did reduce this, of which I was grateful, but the fact that a customer who has been with a company that long, always pays on time is hit with a cancellation fee at ALL when they have moved internationally is indicative of the poor customer service culture within the business.

I’m not one to write reviews like this, and have always taken a partial view on negative reviews putting them down to someone’s personal one off experience. But in the last 4-5 years I have been dealing with iprimus on behalf of my elderly parents and have lost all patience with their terrible service, unreliability and deceitfulness. My parents having a connection with them for many years, without my knowledge had them on an ancient plan paying top dollar for a very outdated service. Wasn’t until I checked their bill as the internet had stopped for a seperate reason. They did change it with my help and were then paying for an average speed 20mps download which seemed to radically change for no reason sometimes to as slow as 1mps. After telling many friends and family I began to hear a lot of others finding grief in their performance. The website is confusing and the “dashboard” feature is terrible. Only to hear today that their internet was not working again today although being paid and up to date, the “dashboard” shows otherwise. I have spent a good chunk of the morning only to find out they aren’t taking calls. I have spoken to tech support who was as helpful as he could be and now have to wait for them to contact us, leaving my parents with no contact? And no idea when it will be fixed. Placing the blame on covid is one thing but then finding out they ARE taking calls to start new accounts...
Interesting

We have been on iPrimus' OptiComm internet plan with what is supposed to be 50Mbps download and 20Mbps upload speeds. We have been paying $80/month since September 2019. Since the inception of our contract, iPrimus have engaged in Bandwith Throttling, which has now significantly impeded our ability to work from home during covid-19. The average download/upload range to date has been 6-8Mbps download / 1Mbps upload. We did not have the chance to contact iPrimus earlier because we were going through cancer treatment with a family member. However, in October, I lost my patience and contacted iPrimus to resolve the throttling. They were able to restore our services to closer to what we 'have already been paying for' since September 2019. They have acknowledged the issue was 'programmatic' and 'on their end'. I am sure this is a systemic issue whereby iPrimus is throttling bandwidth for customers who have not complained of speed issues. This company is willing to unfairly disadvantage consumers who are not actively vocal about their inferior download speeds. Dishonest and unjust. Do not subscribe to their services.

first ISP deserve no star .. but this option unavailable !! speed unreliable !
drops quick to 2 MB/s where am paying for 50 MB/s,, can't stream anything,, it's like when they feel there is data downloading they shrink it straightaway!! not worth a $1 a month :( ,,,,

Iprimus terrible customer service so unprofessional please don’t sign up with this company customer service are nightmare

Very bad service and didn’t take any responsibility with their mistake at all.

1. Been with them 14 years asked for new rates when I tried to change from broadband to NBN but end up with $5 more than announced rates ! So decided to leave !

2. Requested to finished on 4th June 2020 but system end 4th May 2020 all emails didn’t have time to tell everyone.

3. Called them to fix but they won’t do anything as system close which they mistake !

4. Many times got phone call from iprimus overseas staffs for promotions which sound like scammers.

Worst service you could ever imagine, no communication on repair status to an already broken connection, repair time took 3x longer than promised (not even an acknowledgement of it either, they just brushed it off). Still charged for service without internet even though they said they wouldn't.
Do yourself a favor and go elsewhere, to be honest the price isn't even that good either, definitely better companies out there for everything

So the customer service is open til 11 at night I've been on hold for half hour just to ask a simple question

Very slow speed. Fixed data lease by Iprimus divided into too many customers. 1.5mbs speed so I joined Telstra and get 4.5 mbs. You work out which internet company is faster. Dont go with Iprimus.

IPrimus.....I have tried and tried and tried to call your customer service over the last couple of days. The wait time is over 20minutes each time!!! your customer service is non existent. Before suspending my account prior to going overseas I was told that my webmail would be available for 3 months at a cost of $6, but of course at the end of the month Iprimus closed my account and I am unable to login to my webmail. I have been trying to contact you to correct this. I do not think I will be continuing my account with iPrimus when I get back to Australia... grrrrr

WARNING: DO NOT SIGN UP WITH IPRIMUS! I've been a customer of theirs for 15 years now and recently I requested to connect to the NBN. This is what I've experienced since then:
1) They made an appointment, then no one turned up on the day and they tried to blame me for it - I was home all day and did not receive a call or SMS telling me they had missed my appointment
2) When I called to make a new appointment the following day, they told me the NBN guy already came to my house. I said no he/she didn't because I was here all day and no one came. They kept on saying "We have a report that says they came" and I have to keep arguing that NO ONE CAME!
3) After about 3 weeks someone finally came and connected me to the NBN. I was without internet for 3 days until finally I was online again.
4) I have experienced outages and poor speeds every single hour of every day since connecting to the NBN. iPrimus constantly tells me to contact NBNco, and NBNco keeps telling me to contact iPrimus. My average speeds in the evenings are 6kb/s, slower than dial-up.
5) Today I spent 4 hours with the technical support people who kept on telling me to do stupid things like "check your neighbour's internet speed" and "go outside and see if it's raining". Finally they said, and I have screenshots of them telling me this on live chat, "Our speak times are between 10am and 2am the following day, so we recommend you use the internet outside out peak times." I said "Are you kidding me?! You expect me to believe that you cannot provide any speed at all unless I go online after 2am but before 10am?" They said "That's right, even if you sign up to the Premium 100 plan (which I currently am on) you can expect poor service during our peak times."
6) While their website states their technical support is available until 11pm Monday to Sunday, this is not true - they are only open during business hours on Monday-Friday.

Tired of their drop outs every week we loose the internet about 11.30pm for 1 hour they must do something to stuff it up I pay for a 24/7 bill they should supply connections 24/7 not 23/7

Do not use this lot. It is the most painful experience ever.. constant drop outs is ridiculous and even after getting a newer modem, its gotten worse. NBN is suppose to be better but it is even shitter than before .

I chose this company because they said they could have our internet connected in three days which was critical for us, they took six weeks. I spent hours on the phone to these people, mostly on hold and it has cost me over $100 in calls and had to take time off work. They are extremely hard to understand and seem to be poorly trained. iprimus charged us two monthly payments before they had even connected us. They claimed the fault was at our end even though three technicians had informed them otherwise, in fact, two technicians explained to them what the fault was but they still would not listen. Finally, they did listen and the problem was fixed in 15 minutes. No apology, no compensation just another bill. Worst company I have ever dealt with.

Goes slow about 20% of the time without reason

Easy hassle free installation process.
Extremely difficult switching process.

Internet service is fine but customer service is poor. Just making contact is difficult, nobody seem to there? Chat is never available and the App does very little and doesnt deliver what it claims. There catch phrase is “flexible” ? Not the case!

Horrific...

I've had issues ever since I joined them. I'm on the line to their terrible tech and customer service people at least one a month usually more. Tens of minutes on hold, employees that repeat everything you say ten times but resolve nothing. When you get off the phone you want to hurl your pc, lap top, ipad, yourself out of a window.

Everything takes 24-48 hours to get done.

Save yourselves, go somewhere else, even if it's steam driven internet.

Appalling. Avoid at all costs. Don’t try to disconnect as they won’t release your line to allow you to go to another provider. Will NEVER deal with them again.
Would give no stars if I could.