Assistance for those facing domestic or family violence

To view our Domestic and Family Violence Position Statement, click here.Further support will be available on or before 1 January 2026.

 

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.

We will need you to do the following:

  • provide us with copies of documents that can verify your identity, such a drivers licence or Medicare card;
  • provides us with supporting documents including a duly witnessed Statutory Declaration setting out you are or have been the subject of domestic or family violence and where necessary, an AVO, police report, court order or a letter from women’s shelter, financial counselor or community advocate; and
  • demonstrate that you are using a device that is associated to the relevant mobile number.

We’ll tell you how to do this. Once the above is received or established and we have verified your identity and circumstances, we will work with you to determine, where available, the most suitable process to keep your mobile number.

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.

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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.

The Wi-Fi Max and Wi-Fi Max 5G Modems include a built-in URL Blocking feature from the modem dashboard. This allows you to block access to specific websites directly from your browser, which can be useful for parental controls, productivity, or network security.

Important Notes:

  • 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.

How to Set Up URL Blocking

Follow these steps to block a website using your modem’s dashboard:

  1. Open your browser and type 192.168.1.1 into the address bar to access the modem dashboard.
  2. Log in using your Login Password.
    Note: If you haven’t changed them, the default Login Password found on the modem's barcode sticker.
  3. In the left pane, click on Network.
  4. Under the Firewall section, select URL Blocking.
    Wi-Fi Max 5G - URL Blocking

  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).
    Note: We recommend also adding the www. version of the URL to be successful. 
    Wi-Fi Max 5G - URL Blocking - Add URL
  7. Scroll to the bottom of the page and click Save Settings.

 

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.

 

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.

 

Before contacting us, we recommend checking your address for an nbn outage by following these steps:
 

  1. Visit https://www.nbnco.com.au/support/network-status
  2. Enter your full address and hit Check address. 
    nbn Network outages address checker
  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"
     
    Example unplanned outage result
     
    Example: "Network degradation may impact your connection"
     
    Example network degradation result

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. 

The iiNet Wi-Fi Max modem has a Mobile Backup feature, which helps keep you connected even if your main internet connection goes down.

You can set up up to 3 mobile devices (like smartphones or tablets) to act as backup internet sources. Here's how it works:

  1. Connection Drops: If your regular internet stops working for any reason.
  2. Mobile Backup Kicks In: You simply turn on the personal hotspot on one of your pre-configured mobile devices.
  3. Automatic Switch: Your modem will detect the hotspot and automatically switch to using your mobile data to keep your home or office online.

This means no interruptions to your work, streaming, or browsing—even during an outage.

 

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

 

From the My Internet Connect App

  1. Open the App on your device.
  2. Tap on the settings icon.
  3. Under Network Management, select Mobile Backup.
  4. Switch the Mobile Backup toggle to the on position. 
  5. Select Add a backup network. You’ll get the option to Search For Nearby Network.
    You'll see a prompt asking you to enable your personal hotspot.
  6. Choose your personal hotspot from the list and enter the password.
  7. Tap the checkmark at the top of the screen to save your settings.

 

    From the Modem Dashboard

    1. Open your web browser and go to 192.168.1.1.
    2. Log in with the default password found on the modem's barcode sticker or use your custom password.
    3. From the left pane, click Network.
    4. Under WAN, select Backup WAN.
      Wi-Fi-Max - Backup WAN
    5. Check the Backup WAN Enable tickbox
    6. Enter your mobile Hotspot Name in the Wi-Fi name 1 field.
    7. Enter your mobile Hotspot Password in the Wi-Fi Password 1 field.
    8. Hit Save Settings.
      Wi-Fi-Max - Enable Backup WAN

     

    Enabling your personal hotspot on your mobile devices

    Samsung (Android)

    • Go to the Settings.
    • Tap on Connections > Mobile Hotspot and Tethering. 
    • Tap Mobile Hotspot and toggle it ON.
    • Tap Configure to set network name, password, and band.

    Google (Android)

    • Go to the Settings.
    • Tap Network & Internet > Hotspot & tethering.
    • Tap Wi-Fi hotspot.
    • Toggle it ON and configure the hotspot name and password.


    iPhone (iOS)

    • Go to Settings.
    • Tap Personal Hotspot (or Cellular > Personal Hotspot).
    • Toggle Allow Others to Join to ON.
    • Set or view the Wi-Fi password

    OPPO (ColorOS)

    • Go to Settings.
    • Tap Connection & sharing > Personal hotspot.
    • Toggle Personal hotspot to ON.
    • Tap Personal hotspot settings to configure SSID and password.

     

    Having trouble with the Mobile Backup feature?

    If you're experiencing issues while using Mobile Backup feature, it might help to temporarily turn off your Wi-Fi connection. Mobile Backup is designed to work over your mobile data network, and having Wi-Fi enabled can sometimes interfere with the process—especially if the Wi-Fi signal is weak or unstable.

    Here’s how to turn off Wi-Fi:

    1. Open your phone’s settings.
    2. Tap on Wi-Fi.
    3. Toggle the switch to turn Wi-Fi off.
    4. Once Wi-Fi is off, Mobile Backup will use your mobile data connection, which can often provide a more stable and reliable experience.

     

    Select your modem

    Wi-Fi Max 5G Modem
    		 iiNet Wi-Fi Max 5G (5FWA2025)
    Smart Modem Gateway
    		 Smart Home Gateway (VX420-G2H)

    Wi-Fi Max 5G (5FWA2025)

    You can only do this on the My Internet Connect App (Android / iOS).

    1. Open the App on your device.
    2. Go to Settings.
    3. Under User Management, select Parental Control.
    4. Select Add New Schedule.
    5. Select the User(s) or Device(s) you want to control.
    6. Enter a Schedule Name and then set the Schedule Time and Days.
    7. Tap Save at the top of the screen then OK.
      Note: You can pause/resume a Schedule at any time by toggling the switch on/off.
      Wi-Fi Max - Parental Controls - App Only

     

    Smart Home Gateway (VX420-G2H)

    Parental Controls on the Smart Home Gateway modem has two parts – Device Control and Content Control.

    1. Open your web browser and go to:192.168.1.1
    2. Log in with the default password found on the on your modem's barcode sticker.. If you have a custom password, use that instead.
      Can't log in? Factory reset with the reset button instead.
    3. Hit Parental Controls.
    4. Set the Parental Controls toggle to On, then click Add.
      SMG Parental Controls - Add
       
      • Select View Existing Devices, then under Operation, click the plus icon (+) next to the devices you want to restrict.
      • Select the clock icon beside Effective Time and click and drag to highlight the days and hours. Once done, click OK.
      • Enter a Description, then click OK.
    5. Set the Content Restriction toggle to On.
      • If you want to restrict all access or only allow a few websites, select Whitelist and click the plus icon (+) next to Add a New Keyword. Don’t add keywords if you want everything restricted.
      • If you only want to restrict a few websites, select Blacklist and click the plus icon (+) next to Add a New Keyword.
    6. Click Save.

     

    Here's what the status lights mean on your Wi-Fi Max Modem.

    There's one light on the front of the modem to quickly check the modem status, and a column of 3 lights on the back of the modem. From top to bottom, they are: Bluetooth/WPS Connectivity, Internet, and Phone.

     

    Light State and meaning
    Front Off = Modem has no power.
    Orange = Modem has power. This light flashes during startup.
    Solid green = Modem is connected.
    Flashing green = Session is down.
    Solid red = Modem is unable to connect.
    Flashing red = Modem has no connection to internet service provider.
    Solid blue = Mobile connection via Bluetooth is active.
    Flashing blue = Phone is off the hook.
    Bluetooth / WPS Connectivity
    Rear top    		 Off = No Bluetooth or WPS connection request in progress.
    Solid blue = Bluetooth connection is active.
    Flashing blue = Bluetooth connection in progress.
    Solid green = WPS connection is active.
    Flashing green = WPS connection in progress.
    Flashing orange = Bluetooth or WPS connection failed.
    Internet
    Rear middle    		 Solid green = Modem is connected.
    Flashing green = Session is down.
    Solid red = Modem is unable to connect.
    Flashing red = Modem has no connection to internet service provider.
    Phone
    Rear bottom    		 Off = No Phone service has been activated.
    Solid green = Phone successfully registered.
    Flashing green = Phone service initial setup in progress.
    Solid blue = Phone service initial setup failed.
    Flashing blue = Phone is off the hook.

    Here's what the status lights mean on your Wi-Fi Max 5G Modem.

    There's one light on the front of the modem to quickly check the modem status, and a column of 2 lights on the back of the modem. From top to bottom, they are: Bluetooth/WPS Connectivity and Internet.

     

    Light State and meaning
    Front Off = Modem has no power.
    Solid green = Modem has power, or is connected to a non-4G/5G internet service.
    Flashing green = Modem is powering up, or session is down.
    Solid blue = Modem is connected to 5G.
    Flashing blue = Modem is connected to 5G, but no connection to internet service provider.
    Solid orange = Modem is connected to 4G.
    Flashing orange = Modem is connected to 4G, but no connection to internet service provider.
    Solid red = Modem is unable to connect.
    Bluetooth / WPS Connectivity
    Rear top    		 Off = No Bluetooth or WPS connection request in progress.
    Solid blue = Bluetooth connection is active.
    Flashing blue = Bluetooth connection in progress.
    Solid green = WPS connection is active.
    Flashing green = WPS connection in progress.
    Flashing orange = Bluetooth or WPS connection failed.
    Internet
    Rear middle    		 Solid blue = Modem is connected to 5G.
    Flashing blue = Modem is connected to 5G, but no connection to internet service provider.
    Solid orange = Modem is connected to 4G.
    Flashing orange = Modem is connected to 4G, but no connection to internet service provider.
    Solid green = Modem is connected to a non-4G/5G internet service.
    Flashing green = Session is down.
    Solid red = Modem is unable to connect.