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Infinity Questions & Answers
NBN 50 (Gold, Turbo, Pro Plus, Gamer Pro, Business Stealth), NBN 12 (Basic), NBN 25 (Silver, Everyday, Business Growth), NBN 100 (Platinum, Pro Max, Pro Platinum, Gamer Elite, Business Expert)7 questions from our users
Xanderasked
Is Infinity still operating? I can't get a hold of anyone over the phone or chat.
2 answers
Highly doubtful, I tried for days to contact them via phone call, every call rang out. Emails were also bouncing. The only way I could contact someone was through their Facebook page. Very, very poor experience and service.
Yes, Infinity are still operating as per usual, I know they have been very busy with their Business Customers as of late, so be patient. I rang and spoke with Support (Jake) via Phone in fixing a Bill without any problems whatsoever a bit over 3 weeks ago.
hydraflexxasked
Hi,
I have recently discovered the unreliability of the FTTN NBN. I have 5 days with no internet. Shoddy NBN techs. So I am curious if you offer a 4G backup like Telstra?
Thanks,
hydraflexx
1 answer
Jake B.Infinity
Hi Hydraflexx,
Yes, we are about to introduce 4G backup solutions for this exact reason. More and more people are experiencing downtime from the NBN network. 4G backups can be added with our plans.
Maxyasked
I would like to find out if Infinity is still operating? The live chat does not work now and the website is buggy and doesn't have much information
1 answer
Jake B.Infinity
Hi Maxy,
Yes Infinity is still operating.
Warm Regards,
Nathan | Infinity Service Assurance
Ianasked
Can someone please tel me how long it took to get your connection? I am having nightmare I am into my 3rd week so far nothing no I did received my Modem as well.
1 answer
Jake B.Infinity
Hi Ian,
Can you send an email to [email protected] or give us a ring so we can followup on the order for you? Generally the only time an order takes more than a week is if there is an issue with our wholesale service providers. Nathan.
Maxyasked
I would like to know about the differences between grades. I.E. Classic, Gold and Platinum.
I have always had doubts about different "grades " of service within the same company.
I get it that there are different speeds and quota, but how does a Classic 50 plan for example, differ from a Gold or Platinum plan of the same speed and quota.
1 answer
Jake B.Infinity
Hi Maxy,
Lets compare Classic to Gold.
Its all about how many people use the pipe of data at the same time. When you pay for a Gold product you're purchasing access to a pipe of data with less users on-board. Right now none of our products have enough users to cause peak congestion, however in time we will have to on-board more people to remain in business. The classic products we have designed to take on about 30-50% peak congestion load, which is still FAR better than the 80-90% peak congestion of most larger ISP's. Our Gold products we plan on allowing no more than 15-30% peak congestion. Lets say you had a 100Mbps Gold product, the maximum we would expect to see this product drop to in peak times is 70Mbps. Comparing this to the same product with TPG for example, they guarantee a minimum of 12Mbps for the same price. We're guaranteeing a minimum of 70Mbps. Quiet the value for the same price.
Let me know if you have any further questions.
Warm Regards,
Jake | Infinity Australia
duskdevilzaasked
I am looking to move from Mate Communicate as they are a Vocus owned company and things have been really bad. I see you guys are not a Vocus owned company, but rather a partner which is essentially still a customer. Are your support levels and NBN service quality subject to theirs? Cause I gotta tell you, Vocus are in bad shape at the moment.
3 answers
Jake B.Infinity
Hey Duskdevilza,
We have multiple backhaul channels available to our clients. Including Optus, Vocus, Telstra & AAPT.
May I ask what the issues you are having with Vocus backhaul are?
Happy to get you setup on another link.
Feel free to send me an email, [email protected]
Regards,
Nathan.
https://www.itnews.com.au/news/vocus-threatened-with-shareholder-class-action-473260
The above is just the latest. I follow channel and industry related news and there is a long string of trouble going back more than a year.
The truth is, I am currently with Mate Communicate and my experience has been awful and is actually getting worse every day.
I am looking for a refreshing change, a reliable change. I guess I am trying to convince myself if a small upstart can provide this.
I would like to know more about the real differences between your classic, gold and platinum products.
Please be as technical as possible.
Thanks
Too Late, I just signed up. Something about your voice Nathan, I just had to trust. LOL, kidding, thats weird.
Look at that, you have another weird customer.
Maxyasked
Is there any chance of Infinity posting a link to their website, as is the case with most, or all other providers on product review?
It would just make comparisons far easier and may be to Infinity's benefit also.
1 answer
Jake B.Infinity
Hi Maxy, sure thing ill look into this now.
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