iiNet Customer Service Issues

I received a call this morning from iiNet regarding replacing our broadband ADSL modem. Our address is 30 Milton Avenue, Spring Gully. My contact number is [redacted] [redacted] [redacted]. I've already tested two different modems, both experiencing the same issue. Based on my 18 months of experience with this recurring problem, I suspect it's related to the wiring between the road and the house. Despite multiple modem replacements, the problem persists. The in-house wiring has been inspected by engineers recently, and a previous fix by an nbn engineer did not resolve the issue permanently. Inclement weather seems to worsen the connection difficulties. I have communicated these concerns multiple times to technical support. While I'm not a networking expert, I have extensive troubleshooting experience in IT. Danny from the Philippines provided excellent support, acknowledging the severity of the problem during these crucial times of working from home due to COVID-19.

Yesterday, I discussed relocation with a representative and requested that no money be deducted from my account until Monday for the new service. Despite not having set up a direct debit with my current service, $89.99 was taken from my account without authorization, resulting in a $30 bank fee. I find this situation unreasonable considering my 15-year history as your customer. I have remained loyal and was considering a phone and internet package with your company, but now I'm contemplating switching to a different provider.