iiNet

I've recently taken the "risk" of cutting ties with Telstra and moving my broadband service provision to a relative newcomer in Australia - iiNet. I was slightly seduced by their "BoB", a slick looking black box which acts as wireless router and VOIP phone cradle all in one. At the end of the day there is nothing especially special about the speeds or price of access. So their product meets expectations rather than exceeds them. But what gives iiNet a 5 star rating is their exceptional customer service. It is almost (dare I say it) un-Australian! Certainly, it has been a long, long time since Australians have experienced decent customer service in the telecommunications and broadband space. iiNet are the sort of company that send you better batteries for your BoB when you've never asked for them nor expected it of them. Then they'll send you an email to say they've doubled the speed and download allowances of your plan for free. That may just be a case of them staying on par with their peers, but my previous experiences is that while on being under contract most providers are happy to gouge their customers that are "locked in". What's clever about iiNet is they're not taking their customers for granted, delighting them with unexpected improvements to their service offering every couple of months. If they manage to keep it up, their churn should be quite low and they'll establish themselves as a serious player in the space. Thoroughly recommend them!