Why can't ISPs resolve technical faults promptly instead of leaving customers without a working connection for weeks and forcing them to escalate to the TIO?

“If iiNet cannot resolve a DNS issue in six weeks despite being given the diagnosis upfront, and cannot honour basic callback commitments, I cannot recommend them to anyone.”

“The problem: extremely slow page loading across all devices. I tested Cloudflare and Google DNS before calling, and performance improved immediately. I told iiNet's technical support team it was DNS-related. Instead of i…”

“myself before even contacting iiNet — I am still without a working service and have now been forced to escalate to the Telecommunications Industry Ombudsman (TIO).”