We’re updating some of our mobile plans. If you have one of these plans, you may have received a notice about your plan changing.

If you have any questions about your plan change or wish to cancel, please call us on 13 22 58 and we’ll be happy to help.

 

Select one of the links below to jump to a query:

 

What does this mean for customers?

If your mobile service is affected by the change, you’ll get a notice from us explaining how your new mobile plan compares to your current plan.

  • The monthly price of your mobile plan may increase by $5.
  • You may begin receiving a discount for linking an eligible mobile plan with iiNet. Bundling discounts cannot be used with any other offer and will end if the internet service is unlinked or becomes inactive.
  • The monthly data included with your plan may increase.
  • Your mobile plan’s monthly included values for standard national and international calls, SMS and MMS may change.
  • If you have a complimentary International Call Pack with 60 minutes/mth to Std International numbers in 31 selected destinations, this will be removed.
  • If you have Complimentary International Call Pack with 60 minutes/mth to std international numbers in 221 destinations, this will remain included in your mobile plan.
  • Your plan may gain access to a 5G network when you use a 5G-approved phone within our 5G coverage area.
  • Your mobile data speed may be capped at 150Mbps or 250Mbps, depending on the mobile plan. Although your mobile speed will vary depending on your phone and coverage, streaming videos, using social media, and downloading files will still work just as smoothly as they do now. · The name of your mobile plan will be updated to the name of your new plan.
  • Your mobile number and monthly billing period for your mobile service will stay the same.

For more info about our Mobile plans, check out your plans Critical Information Summary.

 

When will my plan change?

Plan changes will happen automatically when your mobile plan next renews at least 30 days after your initial notice.

To see when your mobile plan next renews, log in to Toolbox and hit Mobile Usage. You’ll see a line that says, “Your quota resets in XX days”, followed by the date.

Note: It’s not possible to speed up these plan changes – please wait until they happen automatically.

 

Will this affect my Prepaid Balance?

Any Prepaid Balance you have will carry over to your new mobile plan. You may find you don’t need to top up your Prepaid Balance as often as before, depending on your new plan’s included value.

 

Can I change my mobile plan?

We’ve chosen your new plan based on the price and value of your old plan. If you’d prefer a different plan, you can switch to any of our current mobile plans in Toolbox.

Please note: If you cancel or change to a different mobile plan, any add-ons, discounts, or promotional discounts or benefits currently applied to your service may be forfeited.

Important: Our “Classic” plans are available by invitation only. If you change or cancel your Classic mobile plan, you cannot return to the Classic plan in the future.

 

What happens if I cancel my plan?

You won’t be charged a cancellation fee.

To keep your mobile number, you’ll need to transfer it to another provider before cancelling with us.

 

What are my options if I’m experiencing financial hardship?

We know that life can take unexpected turns, so if you’re experiencing financial hardship, we’re here to help. See our Financial Hardship Policy to find out more about your options or you can contact us on 13 22 58 (8AM-8PM AET Mon-Fri) or via web form.

 

For full Terms & Conditions, see our Mobile Service Description at: https://www.iinet.net.au/about-us/legal/cra.

From 1 July 2026, sender IDs must be registered 

A sender ID is the branded name shown at the top of a text message thread. For example, ‘AusPost’, ‘myGov’ or ‘iiNet’. 

From 1 July 2026, businesses and organisations sending text messages using their name will be required to register their sender ID. 

As scammers often impersonate trusted brands, scam messages can appear in the same message thread as real messages. To help you understand which messages are legitimate, the SMS Sender ID Register has been established and is managed by the Australian Communications and Media Authority (ACMA).

Messages from unregistered sender IDs will appear on your phone as ‘Unverified’ and will be grouped together in a single message thread. Messages from registered businesses will continue to appear as normal. 

You should be cautious of unexpected or suspicious text messages that are ‘Unverified’. 

To find out more, head to the ACMA’s SMS Sender ID Register page. If you need to speak with us, call 13 22 58.

 

Frequently asked questions 

What’s changing from 1 July 2026? 

All companies and organisations using sender IDs need to register their sender IDs with the ACMA. 

Text messages from registered sender IDs will show the business or organisation’s name.  

Text messages from unregistered sender IDs will appear as ‘Unverified’, and will be grouped together in a single thread with other ‘Unverified’ messages.
 
 

Why is sender ID changing? 

Scammers often pretend to be well‑known brands or government agencies by faking sender IDs. These scam messages can appear in the same message thread as genuine messages, which can make them harder to spot.

The SMS Sender ID Register helps prevent this by making sure sender names are verified before they’re used. 

 

What do I need to do if I use sender IDs? 

If your business or organisation sends SMS or MMS messages using a sender ID, you’ll need to register that sender ID from 1 July 2026. 

If your sender ID isn’t registered, messages will appear as ‘Unverified’. 

To register, head to the ACMA’s Sender ID Register. 

Registration is handled through participating telecommunications providers. The ACMA manages the SMS Sender ID Register and publishes the list of participating providers and full registration requirements on its website. 

 

What if I think I received a scam message? 

Scammers use different tactics to pretend to be real businesses and try to get access to your personal information. These messages can sometimes be hard to spot. 

If you think you’ve received a scam message, report it to ScamWatch. 

To learn more about how we can help protect you from scams, visit our scam awareness page. 

 

Where can I see more information? 

For more information, visit the ACMA’s SMS Sender ID Register page. 

iiNet relies on nbn®’s infrastructure to deliver our nbn services. On occasion, this infrastructure may be affected by unplanned outages or maintenance which can subsequently affect the nbn service we deliver to you.

You can check your address for an outage on the nbn® website by following these steps:
 

  1. Visit https://www.nbnco.com.au/support/network-status
     
  2. Enter your full address and hit Check address. 
     
  3. If your area is affected by an outage, we recommend that you check this page every few hours for updates. Two examples of an outage can be found below.

    Example: "An unplanned incident is affecting the network"
     
    NBN Outage Results saying "An unplanned incident is affecting the network"

     
    Example: "Network degradation may impact your connection"
     
    NBN Outage Results saying "Network degradation may impact your connection"

     

Here's what the status lights mean on your TP-Link VR1600v modem.

VR1600v modem lights - From left to right lights are Power, DSL, Internet, 2.4G, 5G, WPS, Phone 1, Phone 2, WPS, LAN 1, LAN 2, LAN 3, LAN 4, and USB.
Light States and meaning
Power Off = No power.
Green = Your modem has power. 
DSL Off = Your modem doesn't have a DSL connection. 
Green = Your modem has a DSL connection.
Internet Off = Your modem is offline. There may be a problem with the modem settings or its username and password.
Green = Your modem is online.
2.4GHz & 5GHz Off = 2.4GHz/5GHz Wi-Fi is turned off.
Green = 2.4GHz/5GHz Wi-Fi is turned on.
WAN Off = Nothing is plugged into the WAN port.
Green = A device is plugged into the WAN port.
LAN 1-4 Off = Nothing is plugged into the LAN ports.
Green = At least one device is plugged into the LAN ports.
Phone Off = You don't have a TPG Voice (VoIP) phone service.
Green = Your TPG Voice (VoIP) phone is online.
WPS Off = Wi-Fi Protected Setup (WPS) isn't currently being used.
Green = This light flashes when a Wi-Fi device is trying to connect via WPS, and will stay on for about 5 minutes after a successful connection.
USB Off = Nothing is plugged into the USB port.
Green = A device is plugged into the USB port. This light flashes when a new USB device is connected.

Here's what the status lights mean on your NetComm NL20 modem.

 

NetComm NL20 LED - from left to right: Power, Internet, WiFi, WAN, 4G, DSL
Light States and meaning
Power Off = No power.
Red = Your modem is starting (normally takes 1-2 minutes).
Green = Your modem has power. 
Internet Off = Your modem is offline. There may be a problem with the modem settings or its username and password.
Green = Your modem is online. This light flashes if there's a problem with the modem settings or its username and password.
WiFi Off =  Wi-Fi is turned off.
Green = Wi-Fi is turned on. This light flashes when WPS mode is active.
WAN Off = Your modem doesn't have a WAN connection. 
Green = Your modem has a WAN connection.
4G Off = No 4G connection or 4G is connected but not in use
Red = Low 4G signal
Yellow = Medium 4G signal
Green = High 4G signal 
DSL Off = Your modem doesn't have a DSL connection. 
Green = Your modem has a DSL connection. This light flashes during initial connection.

Assistance for those facing domestic or family violence

To view our Domestic and Family Violence Position Statement, click here.

 

If you’re experiencing domestic or family violence, we’re here to help.

We understand that having access to communications can be vital for those who are experiencing or have been impacted by domestic or family violence. You can talk to us about how we may be able to assist you in staying connected – just call 13 22 58 (24/7).

Keeping your mobile number

If you’re the not the account owner but want to be able to keep your mobile number, we may be able to help you in some cases.

Please give us a call on 13 22 58. Our team may be able to assist by transferring your mobile number into your name.

Customer contact request

Complete this form to request a callback from the dedicated support team at a suitable time. They're available from 8:30 am - 4:30pm (Mon-Fri).

If our attempts to reach you are unsuccessful on the preferred date, please nominate a second date that we can contact you on.

This is a required field.
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A valid email is , e.g. yourname@gmail.com

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Financial hardship

If you’re experiencing financial hardship due to domestic or family violence, you can speak to us about applying for financial hardship assistance. Please see our Financial Hardship Policy for more information.

Unwelcome communications

If you’re receiving unwelcome calls or messages via a service you have with us, we may be able to assist. For information on what to do if you’re getting unwanted phone calls to your home phone number, see our Unwanted Phone Calls page. Please be aware that you can also block the number from which the unwelcome communications originate by using to your phone's own features or by downloading an app to restrict the calls and messages you receive. If you are receiving life threatening communications, please report these to the police immediately.

Additional support services

  • 1800RESPECT
    Provides free counselling and support services for domestic, family, and sexual violence. Call 1800 737 732, chat online, or text. 
    https://www.1800respect.org.au/
     
  • Ask Izzy
    Ask Izzy connects people in need with essential services, including family violence support.
    https://askizzy.org.au/
     
  • Lifeline
    Lifeline offers crisis support and suicide prevention services. Call 13 11 14, text, or chat online.
    https://www.lifeline.org.au/
     
  • MensLine Australia
    Helps men navigate a variety of matters, including family violence. Call 1300 789 978.
    https://mensline.org.au/
     
  • 13YARN Australia
    Provides free, confidential, 24/7 Aboriginal & Torres Strait Islander Crisis Supporters. Call 13 92 76.
    https://www.13yarn.org.au/
     
  • Full Stop Australia
    Offers free, confidential, 24/7 trauma specialist counselling to people of all genders who have been subject to sexual, domestic and family violence. Call 1800 385 578.
    https://fullstop.org.au/ 

Domestic family violence success

Success!

Thank you for submitting the form. Please expect a callback or an email from us on your preferred date.
If our attempts to reach you are unsuccessful on the preferred date, we will contact you on your second nominated date.

Note that our team is only available from 8:30 am 4:30 pm (Mon-Fri).

Additional support services

  • 1800RESPECT
    Provides free counselling and support services for domestic, family, and sexual violence. Call 1800 737 732, chat online, or text. 
    https://www.1800respect.org.au/
     
  • Ask Izzy
    Ask Izzy connects people in need with essential services, including family violence support.
    https://askizzy.org.au/
     
  • Lifeline
    Lifeline offers crisis support and suicide prevention services. Call 13 11 14, text, or chat online.
    https://www.lifeline.org.au/
     
  • MensLine Australia
    Helps men navigate a variety of matters, including family violence. Call 1300 789 978.
    https://mensline.org.au/
     
  • 13YARN Australia
    Provides free, confidential, 24/7 Aboriginal & Torres Strait Islander Crisis Supporters. Call 13 92 76.
    https://www.13yarn.org.au/
     
  • Full Stop Australia
    Offers free, confidential, 24/7 trauma specialist counselling to people of all genders who have been subject to sexual, domestic and family violence. Call 1800 385 578.
    https://fullstop.org.au/ 

Cyber incident involving iiNet customers

20 August 2025

iiNet has been impacted by a cyber incident involving unauthorised access to its order management system by an unknown third party.

The iiNet ordering system is used to create and track orders for iiNet services, such as NBN connections. The system contains limited personal information. Importantly, it does not contain copies or details of customer identity document details (such as passport or driver’s licences), credit card or banking information.

What we have done

Upon confirmation of this incident on Saturday, 16 August 2025, we enacted our incident response plan, began work to ensure the security of the system and to determine what occurred. We engaged external IT and cyber security experts to assist with our investigation.

We made direct contact with affected customers to apologise and inform them of this incident, and to provide support and guidance on what to do next.

We also liaised with the Australian Cyber Security Centre (ACSC), the National Office of Cyber Security (NOCS), the Office of the Australian Information Commissioner (OAIC) and other relevant authorities in response to this incident. 

As part of our efforts to protect the information of iiNet customers impacted by the incident, we secured an interim injunction. This injunction prohibits any impacted data from being accessed, viewed, released, used, transmitted or published by anyone, including by any third parties. 

What personal information was accessed in this incident?

Based on the evidence from our forensic experts, it appears a list of email addresses and phone numbers was extracted from the iiNet system. The list contained around 280,000 active iiNet email addresses and around 20,000 active iiNet landline phone numbers, plus inactive email addresses and numbers. In addition, around 10,000 iiNet usernames, street addresses and phone numbers and around 1,700 modem set-up passwords, appear to have been accessed.

What should customers do?

iiNet urges our customers to remain vigilant, especially to any suspicious communications received via email, text or phone call. If in doubt, contact iiNet directly or seek independent advice from trusted sources, including the Australian Cyber Security Centre at cyber.gov.au.

Frequently asked questions

What steps can I take to keep my information safe and secure after this incident?

  • Be alert to any unusual communications claiming to be from iiNet.
  • Reset the passwords for your online accounts where you have used the same password as this incident.
  • Always use strong, unique passwords for all your accounts including any financial services accounts and update them regularly.
  • Enable multi-factor authentication for your online accounts where possible, including your email, banking, and social media accounts.
  • Be cautious of emails or calls asking for personal information or passwords.
  • Do not share your personal information with anyone (unless you are confident about who you are sharing it with).
  • Ensure you have up-to-date anti-virus software installed on any device you use to access your online accounts.

How do I reset my iiNet password?

You can reset your iiNet password in a few simple steps. We have a password reset support page that walks you through how to create a new password for your iiNet account

What do I need to know about scam calls and phishing emails?

It’s possible that scammers will attempt to use the heightened awareness of this incident to entice iiNet customers to click through links or share personal details – so it’s important our customers remain alert and vigilant.

Scam calls, texts and phishing emails are becoming increasingly sophisticated and can appear to come from legitimate email addresses or phone numbers with local area codes. They will also create a sense of urgency to try to get you to disclose sensitive information or to elicit funds from you.

How can I identify a suspicious URL?

  • When on a webpage asking for your login credentials, take note of the web address or URL. The URL is located in the address bar of your web browser and typically starts with ‘https://’.
  • If you are suspicious of a URL, do not provide your login details. Contact the entity through the usual channels to ensure you are logging into the correct web page.
  • Keep in mind: we will never contact you to ask for your username or password.

I’m no longer an iiNet customer. Why was my information compromised?

The incident involved a system that contained historical customer records. While you may not be an iiNet customer anymore, some of your information remained stored due to legal, regulatory, or operational requirements.

I’ve been receiving scam calls and emails over the past few months. Is this related to the cyber incident?

There are a number of scams affecting reputable Australian organisations that have been reported in recent months and were occurring before this incident. Some are cyclical based on the time of year. To our knowledge, these are unrelated to iiNet.

More resources

Additional resources on identity and cyber security support can be found here:

Media release

Our media release responding to the cyber incident can be found online.

URL Blocking allows you to block access to specific websites on any devices that are connected to the Internet through your Wi-Fi Max or Wi-Fi Max 5G modem.

 

Please note

  • This feature isn't currently available in the My Internet Connect app. You can set it up through the modem dashboard.
  • URL blocking currently only works for links that are 36 characters or shorter. Longer URLs may not be blocked successfully. This limitation will be lifted in your first firmware update, which will increase the maximum supported URL length to 100 characters. 
  • This feature blocks websites accessed via a web browser, but may not block content accessed through mobile apps.
  • Some websites use multiple domains or subdomains. You may need to block more than one URL to fully restrict access.

 

Tips for Effective Blocking

  • Use simple URLs: Stick to the main domain (e.g. "facebook.com") rather than long or specific page links.
  • Test the block: After saving, try accessing the site from a browser to confirm it’s blocked.
  • Block related domains: Some services use multiple URLs (e.g. "youtube.com", "ytimg.com"). Blocking all related domains may be necessary.

 

How to Set Up URL Blocking

  1. Open your browser and go to: https://192.168.1.1
  2. Log in using the default Login Password on your modem's barcode sticker, or use your custom password.
  3. In the left pane, click Network.
  4. Under the Firewall section, select URL Blocking.
    URL Blocking settings

  5. By default, the Action dropdown should be set to Block. 
  6. In the URL field, enter the website address you want to block (e.g. "youtube.com").
     
    We recommend also adding the www. version of the URL. 
  7. Scroll to the bottom of the page and click Save Settings to finish.
    URL Blocking example

     

    This is only available when using Smart Modem Gateway (VX420-G2H) on our nbn® services supplied before 13 August 2025.

    Whenever your modem’s 4G light is lit, that means your modem has automatically connected to the 4G Backup service because your nbn service is unavailable, such as during initial setup or network maintenance.

    Your nbn Phone will not work while 4G Backup is in use.

     

    Once you're connected to nbn, if you notice the 4G Backup service has turned back on for an extended period of time:

    • Restart your modem.
    • Make sure your modem is plugged in correctly for nbn.
    • Contact us if the issue persists as we may need to investigate.
    Smart Modem Gateway lights, from left to right: Power, DSL, 4G, Internet, 2.4GHz, 5GHz, WAN, LAN 1, LAN 2, LAN 3, LAN 4, Phone, WPS, USB.

     

    Terms & Conditions

    • 4G Backup is a complimentary service that provides an interim internet connection using our 4G mobile network. 
    • 4G Backup is only available; 
      • In select 4G Network coverage areas. 
      • Using our Smart Modem Gateway with an embedded 4G-capable SIM card (this SIM must not be removed from the modem). 
      • When supplied with a compatible iiNet nbn® broadband plan. 
    • Subject to availability, you will be able to use 4G Backup; 
      • Once you have received your Smart Modem Gateway, until your nbn® service is fully activated or for a period of 30 consecutive days (whichever occurs first). 
      • If you lose connection to iiNet nbn® broadband during confirmed local nbn® faults (excluding mass nbn® outages). This is until the fault is resolved or for a period of 30 consecutive days (whichever occurs first). If we seek your co-operation in restoring your iiNet nbn® Service and are unable to obtain it then we may temporarily bar or restrict the 4G Backup service until we successfully contact you. 
    • Maximum speeds of 12/1Mbps apply to your 4G Backup service. Service performance varies depending on network coverage and your location, with speeds likely less than the maximum. 
    • Our Acceptable Use Policy applies.