• Why will I be receiving more communication from you?
• How will these changes impact my existing services?
• How can I update my contact details?
• What if I have questions or need assistance with my account?

Why will I be receiving more communication from you?

We are taking the step to reduce complexity, and this will mean some changes for our customers as we streamline and upgrade our systems.

How will these changes impact my existing services?

We’ll keep you informed about any impacts or adjustments related to your services. Stay tuned for further updates.

How can I update my contact details?

You can update your contact details in Toolbox.

What if I have questions or need assistance with my account?

Our customer support team is here to help! Visit our contact us page to get in touch.

• Approved iiNet devices by manufacturer
• Alcatel
• Apple
• Google
• Huawei
• LG
• MobiWire
• Motorola
• Nokia
• OPPO
• Sagemcom
• Samsung
• TCL
• TP-Link
• Vodafone

Approved iiNet devices by manufacturer

Here is the current list of approved iiNet devices. iiNet may add or withdraw devices from this list from time to time.

Alcatel

• 1 2019 4G (5033TL)
• 1B 2020 4G (5031G)
• 1V 2020 4G (5007U)
• 1S 2021 4G (6025D)
• 3L 2020 4G (5029D)
• Link Zone MW41CL 4G (Mobile WiFi)

Apple

• iPhone 6 (A1586)
• iPhone 6 Plus (A1524)
• iPhone 6S (A1688)
• iPhone 6S Plus (A1687)
• iPhone 7 (A1778)
• iPhone 7 Plus (A1784)
• iPhone 8 (A1863, A1905)
• iPhone 8 Plus (A1864, A1897)
• iPhone SE (A1723)
• iPhone SE 2020 (A2296)
• iPhone SE 2022 (A2783)
• iPhone X (A1865)
• iPhone XR (A2105)
• iPhone XS (A2097)
• iPhone XS Max (A2101)
• iPhone 11 (A2221)
• iPhone 11 Pro (A2215)
• iPhone 11 Pro Max (A2218)
• iPhone 12 mini (A2399)
• iPhone 12 (A2403)
• iPhone 12 Pro (A2407)
• iPhone 12 Pro Max (A2411)
• iPhone 13 mini (A2628)
• iPhone 13 (A2633)
• iPhone 13 Pro (A2638)
• iPhone 13 Pro Max (A2643)
• iPhone 14 (A2882)
• iPhone 14 Plus (A2886)
• iPhone 14 Pro (A2890)
• iPhone 14 Pro Max (A2894)
• iPhone 15 (A3090)
• iPhone 15 Plus (A3094)
• iPhone 15 Pro (A3102)
• iPhone 15 Pro Max (A3106)
• iPad 4 (A1460)
• iPad 5 9.7” (A1823)
• iPad 6 9.7” (A1954)
• iPad 7 10.2” (A2198)
• iPad 8 10.2” (A2429)
• iPad 9 10.2” (A2604)
• iPad 10 10.9” (A2757)
• iPad Air (A1475)
• iPad Air 2 (A1567)
• iPad Air 3 (A2123)
• iPad Air 4 (A2072)
• iPad Air 5 (A2589)
• iPad mini (A1455)
• iPad mini 2 (A1490)
• iPad mini 3 (A1600)
• iPad mini 4 (A1550)
• iPad mini 5 (A2124)
• iPad mini 6 (A2568)
• iPad Pro 9.7” (A1674)
• iPad Pro 10.5” (A1709)
• iPad Pro 11” Gen 1 (A1934)
• iPad Pro 11” Gen 2 (A2230)
• iPad Pro 11” Gen 3 (A2459)
• iPad Pro 11” Gen 4 (A2761)
• iPad Pro 12.9” Gen 1 (A1652)
• iPad Pro 12.9” Gen 2 (A1671)
• iPad Pro 12.9” Gen 3 (A1895)
• iPad Pro 12.9” Gen 4 (A2232)
• iPad Pro 12.9” Gen 5 (A2461)
• iPad Pro 12.9” Gen 6 (A2437)
• Watch Series 3 (A1891, A1889)
• Watch Series 4 (A2007, A2008)
• Watch Series 5 (A2156, A2157)
• Watch Series 6 (A2375, A2376)
• Watch Series 7 (A2476, A2478)
• Watch Series 8 (A2773, A2775)
• Watch Series 9 (A2982, A2984)
• Watch Ultra (A2684)
• Watch Ultra 2 (A2686)
• Watch SE (A2355, A2356)
• Watch SE Gen 2 (A2725, A2724)

Google

• Pixel 3a 4G (S4)
• Pixel 3 4G (B1)
• Pixel 3 XL 4G (C1)
• Pixel 4a 4G (S5)
• Pixel 4 4G (F2)
• Pixel 4 XL 4G (C2)
• Pixel 5 5G (R3)
• Pixel 6a 5G (B3)
• Pixel 6 5G (O6)
• Pixel 6 Pro 5G (R4)
• Pixel 7 5G (P10)
• Pixel 7 Pro 5G (C10)
• Pixel 8 5G (SB3)
• Pixel 8 Pro 5G (HK3)

Huawei

• P30 4G (ELE -L09)
• P30 Pro 4G (VOG -L09)
• Y5 2017 4G (MYA -L02)
• WiFi Cube 4G (E5180s -610)
• WiFi Gateway 4G (B315s -608)
• WiFi Gateway 2 4G (B525s -65a)
• WiFi Cube 2 4G (B818 -263)
• WiFi Cube 3 4G (B628 -350)

LG

• K42 4G (LM -K420YM)
• Velvet 5G (LM -G900EM)

MobiWire

• V Pro 4G (GH6511)
• V Smart 4G (GH5581)
• V Lite 4G (GH5028)
• V One 4G (GX2421)

Motorola

• Moto e7 4G (XT2095 -3)
• Moto e7 Power 4G (XT2097 -7)
• Moto e13 4G (XT2345 - 6)
• Moto e22i 4G (XT2239 -20)
• Moto g 5G Plus  (XT2075 -3)
• Moto g8 4G (XT2046-6)
• Moto g10 4G (XT2127-2)
• Moto g14 4G (XT234 - 4)
• Moto g34 5G (XT2363-3)
• Moto g50 5G (XT2149 -1)
• Moto g62 5G (XT2223 -1)
• Edge 20 Fusion (XT2139 -2)
• Edge 30 5G (XT2203 -1)
• Edge 30 Pro 5G (XT2201 -1) 

Nokia

• 1 Plus 4G (TA -1111)
• C01 Plus 4G (TA -1387)
• C02 4G (TA -1522)
• G21 4G (TA -1418)
• 2720 Flip 4G (TA -1168)
• 110 4G (TA -1549)
• FastMile 5G Gateway R1 (5G -24W-A)
• FastMile 5G Gateway 3.2 (5G15 -12W-A)

OPPO

• A16s 4G (CPH -2271)
• A38 4G (CPH -2579)
• A57 4G (CPH -2387)
• A91 4G (CPH -2021)
• AX5 4G (CPH -1851)
• Find X2 Lite 5G (CPH -2005)
• Find X5 Lite 5G (CPH -2371)
• Find X5 5G (CPH -2307)
• Find X5 Pro 5G (CPH -2305)
• R9s 4G (N5)
• R15 Pro 4G (CPH -1831)
• R17 Pro 4G (CPH -1877)
• Reno8 5G (CPH -2359)
• Reno Z 4G (CPH -1979)

Sagemcom

• Fast 5866T 5G FWA

Samsung

• Galaxy A05s 4G (SM -A057F)
• Galaxy A8 4G (SM -A530F)
• Galaxy A11 4G (SM -A115F)
• Galaxy A12 4G (SM -A125F)
• Galaxy A12 4G (SM -A127F)
• Galaxy A13 4G (SM -A135F)
• Galaxy A13 5G (SM -A136B)
• Galaxy A14 4G (SM -A145F)
• Galaxy A14 5G (SM -A146P)
• Galaxy A20 4G (SM -A205YN)
• Galaxy A22 5G (SM -A226B)
• Galaxy A30 4G (SM -A305YN)
• Galaxy A32 5G (SM -A326B)
• Galaxy A33 5G (SM -A336E)
• Galaxy A34 5G (SM -A346E)
• Galaxy A35 5G (SM -A356E)
• Galaxy A51 4G (SM -A515F)
• Galaxy A52 5G (SM -A526B)
• Galaxy A52s 5G (SM -A528B)
• Galaxy A53 5G (SM -A536E)
• Galaxy A55 5G (SM -A556E)
• Galaxy A70 4G (SM -A705YN)
• Galaxy A71 5G (SM -A716B)
• Galaxy A73 5G (SM -A736B)
• Galaxy Core Prime 4G (SM -G360G)
• Galaxy Fold 4G (SM -F900F)
• Galaxy S8 4G (SM -G950F)
• Galaxy S8+ 4G (SM -G955F)
• Galaxy S9 4G (SM -G960F)
• Galaxy S9+ 4G (SM -G965F)
• Galaxy S10e 4G (SM -G970F)
• Galaxy S10 4G (SM -G973F)
• Galaxy S10+ 4G (SM -G975F)
• Galaxy S20 FE 4G (SM -G780F)
• Galaxy S20 FE 5G (SM -G781B)
• Galaxy S20 4G (SM -G980F)
• Galaxy S20 5G (SM -G981B)
• Galaxy S20+ 4G (SM -G985F)
• Galaxy S20+ 5G (SM -G986B)
• Galaxy S20 Ultra 5G (SM -G988B)
• Galaxy S21 FE 5G (SM -G990E)
• Galaxy S21 5G (SM -G991B)
• Galaxy S21+ 5G (SM -G996B)
• Galaxy S21 Ultra 5G (SM -G998B)
• Galaxy S22 5G (SM -S901E)
• Galaxy S22+ 5G (SM -S906E)
• Galaxy S22 Ultra 5G (SM -S908E)
• Galaxy S23 FE 5G (SM -S711B)
• Galaxy S23 5G (SM -S911B)
• Galaxy S23+5G (SM -S916B)
• Galaxy S23 Ultra 5G (SM -S918B)
• Galaxy S24 5G (SM -S921B)
• Galaxy S24+ 5G (SM -S926B)
• Galaxy S24 Ultra 5G (SM -S928B)
• Galaxy Note 8 4G (SM -N950F)
• Galaxy Note 9 4G (SM -N960F)
• Galaxy Note 10 4G (SM -N970F)
• Galaxy Note 10+ 4G (SM -N975F)
• Galaxy Note 20 4G (SM -N980F)
• Galaxy Note 20 5G (SM -N981B)
• Galaxy Note 20 Ultra 5G (SM -N986B)
• Galaxy Book 2 12.0 4G (SM -W737Y)
• Galaxy Tab A 8.0 4G (SM -T355Y)
  Galaxy Tab A 8.0 2017 4G (SM -T385)
• Galaxy Tab A 10.1 4G (SM -T515)
• Galaxy Tab A 10.5 2018 4G (SM -T595)
• Galaxy Tab A7 2020 10.4 4G (SM -T505)
• Galaxy Tab A8 10.5 4G (SM -X205)
• Galaxy Tab A9+ 11.0 5G (SM -X216B)
• Galaxy Tab S 10.5 4G (SM -T805Y)
• Galaxy Tab S2 9.7 (SM -T815Y)
• Galaxy Tab S2 VE 9.7 (SM-T819Y)
• Galaxy Tab S4 10.5 4G (SM-T835)
• Galaxy Tab S5e 10.5 4G (SM-T725)
• Galaxy Tab S6 10.5 4G (SM-T865)
• Galaxy Tab S7 11.0 4G (SM-T875)
• Galaxy Tab S7+ 12.4 5G (SM-T976B)
• Galaxy Tab S8 11.0 5G (SM-X706B)
• Galaxy Tab S8+ 12.4 5G (SM-X806B)
• Galaxy Tab S8 Ultra 14.6 5G (SM-X906B)
• Galaxy Tab S9 11.0 5G (SM-X716B)
• Galaxy Tab S9+ 12.4 5G (SM-X816B)
• Galaxy Tab S9 Ultra 14.6 5G (SM-X916B)
• Galaxy Watch 4G 46mm (SM-R805F)
• Galaxy Watch 4G 42mm (SM-R815F)
• Galaxy Watch Active2 4G 44mm (SM-R825F)
• Galaxy Watch Active2 4G 40mm (SM-R835F)
• Galaxy Watch3 4G 41mm (SM-R855F)
• Galaxy Watch3 4G 45mm (SM-R845F)
• Galaxy Watch4 Classic 4G 42mm (SM-R885F)
• Galaxy Watch4 Classic 4G 46mm (SM-R895F)
• Galaxy Watch4 4G 40mm (SM-R865F)
• Galaxy Watch4 4G 44mm (SM-R875F)
• Galaxy Watch5 4G 40mm (SM-R905F)
• Galaxy Watch5 4G 44mm (SM-R915F)
• Galaxy Watch5 Pro 4G 45mm (SM-R925F)
• Galaxy Watch6 4G 40mm (SM-R935F)
• Galaxy Watch6 4G 44mm (SM-R945F)
• Galaxy Watch6 Classic 4G 47mm (SM-R965F)
• Galaxy Z Flip 4G (SM-F700F)
• Galaxy Z Flip3 5G (SM-F711B)
• Galaxy Z Flip4 5G (SM-F721B)
• Galaxy Z Flip5 5G (SM-F731B)
• Galaxy Z Fold2 5G (SM-F916B)
• Galaxy Z Fold3 5G (SM-F926B)
• Galaxy Z Fold5 5G (SM-F946B)           

TCL

• 20 Pro 5G (T810H)
• 20 R 5G (767H)
• 305 4G (6102D)

TP-Link

• Deco X80 5G FWA CPE

Vodafone

• Smart E9 4G (Alcatel VFD529)
• Smart N10 4G (Tinno VFD630)
• Pocket WiFi® 4G (Huawei R215)
• Pocket WiFi® 4G (Huawei R216)
• Pocket WiFi® 4G (Huawei R216h)
• Pocket WiFi® 2 4G (Huawei E5573Cs-609)
• Pocket WiFi® 3 4G (Huawei E5576-856)
• Pocket WiFi® 4 4G  (Huawei E5576-325)
• USB 4G (Huawei K5150)
• Wi-Fi Hub (Technicolor DMA0120VHA)
• Wi-Fi Hub 2.0 (Netcomm NL1902)
• Wi-Fi Hub 3.0 (Netcomm NL20)

• About the nbn® Seniors Card plan
• nbn® Terms
• General Terms
• Connecting to the nbn®
• Telephony Services
• Hardware
• 4G Backup Service
• All about your quota
• Contract Terms
• Fair contract guarantee
• Fees
• Setup Fees
• Hardware Non-Return Fees
• nbn Data Packs
• nbn® Phone
• Features
• Call Rates
• More information

About the nbn® Seniors Card plan

NBN12 Basic Typical Evening Speed* 50GB Data $0.80 per GB Includes Local and Standard National calls^ $39.99/mth Min charge $969.76 ($39.99 x 24 months + $10 delivery fee)

Included features 24/7 customer service Support when you need it most   Included WiFi Modem†   No excess quota charges Excess use will be slowed to 256/256kbps

*Typical Evening Download Speeds are subject to change and are measured 7pm–11pm. Speeds are not guaranteed and may vary. Available in selected coverage areas. Actual speeds will vary on many factors such as plan choice, network demand and technology type. Learn more about nbn speeds. nbn Key Facts Sheet

†24 month connection required.

Additional once off $300 nbn® New Development charge applies if your premises is identified by nbn® as being within the site boundary of a new development.

^Included calls subject to Acceptable Use Policy.

 

nbn® Terms

All iiNet services are bound by our Customer Relationship Agreement. This page offers a quick summary of the terms, fees and guarantees that come with your service. If you have any questions, please feel free to contact us on 13 19 17.

General Terms

Connecting to the nbn®

• Please do not disconnect your existing services until your nbn service is working.
• Once the nbn rollout has been completed in your area, services over the legacy copper & HFC (Cable) network will no longer be available at your premises. Any copper & HFC (Cable) services that are still connected at your premises on the Disconnection Date are liable to be disconnected. Westnet Cable services in Geelong, Mildura and Ballarat are not subject to this disconnection.
• The installation of nbn FTTN, FTTC or FTTB will disconnect the current copper-line telecommunications service that is connected to your premises if you have elected to transition your existing copper-line.
  • For FTTN & FTTB this will occur outside of your premises during your installation.
  • For FTTC this will occur when your nbn service is activated, which typically occurs when your nbn Connection Box is connected (and working) by either you or an nbn Installer.
• Existing ancillary services and devices that rely on your copper-line telecommunications service will no longer work unless you move them to the nbn (such as medical alarms, back-to-base alarms, personal response systems, fax machines and EFTPOS). Please check with your device/service manufacturer or provider to see if the device is nbn compatible.
  • We recommend you register any medical alarm services on the nbn Medical Alarm Register, which can be found on the nbn® website.
• We are responsible for your service up to the Network Boundary Point:
  • For FTTN, FTTC or FTTB this may the first telephone wall socket in your premises or, in the case of multi-dwelling units, your side of the Main Distribution Frame.
  • For FTTP or HFC this is a Network Termination Device supplied by nbn®.
• Customer equipment (such as new or existing cabling and telecommunications outlets) beyond the network boundary point may not work when you connect to nbn. You may require a registered cabler to connect these to your nbn service. You will be responsible for the cost of any such cabling work.
• Your nbn service does not include a battery backup. This means your household will be unable to access any internet and telephony services provided by nbn during a power outage. This includes making calls to emergency service numbers like 000. Please ensure you have alternate ways of making calls, such as mobile phone.
• If you transfer your existing nbn service, you understand that you are responsible to your current broadband provider for any charges incurred until this transfer is complete.
• The activation of your selected services does not necessarily cancel any existing phone or broadband services. It is your responsibility to contact your existing service providers to ensure that unwanted services are cancelled, otherwise you may continue to be billed for them.

Telephony Services

• nbn Phone is a phone service that is offered with your nbn plan. To use it, you will require a standard phone handset (approved for use in Australia) and VoIP-compatible modem. nbn Fibre (FTTP) services connected before 15 May 2024 may include Fibre Phone instead of Netphone, which does not require a VoIP-compatible modem to operate.
• Some of our nbn Phone services will not work on a third party modem. In these instances we will not provide you an nbn Phone service if you have not purchased a Westnet modem.
• Calls to 000 emergency services may not be possible in the event of a power outage.
• We do not offer priority assistance, nor support for medi-alert services and monitored alarm systems. Priority assistance is offered by Telstra for people who may be reliant on a telephone service because of a serious medical condition. If you have a medi-alert or priority assistance service or believe that you are eligible, please consider this before proceeding with your order.
• Calls to 19/1900 numbers are not available.
• Calls to certain 'high-risk' international destinations are not available by default.
• This service is provided on the basis that you waive your Customer Service Guarantee (CSG) in relation to the nbn Phone. You do not have to agree to the waiver, but if you do not agree, we have the right to decline to supply the service.
• For calls on nbn Phone:
  • Timed international calls are charged per second.
  • Calls to Australian mobile numbers are charged per 30 second block.
  • Included calls are subject to our Acceptable Use Policy.
• nbn Phone must be paired with an active iiNet nbn service. If your nbn plan is cancelled, your nbn Phone service will also be cancelled.
• Transferring an existing phone number to nbn Phone will disconnect the existing phone service. After a successful transfer, please contact your existing provider to ensure that your phone service and any add-on services are cancelled.

Hardware

• Some NBN applications require you to purchase an iiNet modem (which is WiFi and VoIP enabled).
• There are multiple types of broadband and phone on the nbn, with different hardware setups and requirements. Learn more. about modem compatibility requirements.
• nbn FTTC connections require an nbn Connection Device, which:
  • May be shipped to you for self-installation (if your premises is eligible)
  • Will reverse-power the nbn network to provide you with a working service
  • Remains the property of nbn® and should not be removed from the premises
• If you BYO modem;
  • Your modem must allow you to change the VLAN setting, and for nbn FTTN or FTTB must be VDSL2 compatible. See BYO modem settings.
  • For Superfast/Ultrafast plans you will need to supply a compatible high-speed modem to support your ultra-fast speeds.

4G Backup Service

• 4G Backup is a complimentary service that provides an interim internet connection using either the Vodafone 3G or 4G network.
• 4G Backup is only available;
  • In select Vodafone 3G/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.
• Service performance varies depending on network coverage and your location, with speeds likely less than the maximum.
• While connected to 4G Backup, nbn Phone will not operate. 
• Our Acceptable Use Policy applies.

All about your quota

• Both uploads and downloads count towards your monthly quota.
• If you exceed your monthly nbn quota you will not be charged excess fees. Instead your nbn plan will be shaped (i.e. temporarily slowed) to the speeds shown below. Unlimited plans do not have a quota limit.

nbn® plan	Shaped speed
nbn Seniors Card plan	256/256 kbps

You may purchase a Data Pack to use additional data on your nbn service without being shaped.

Contract Terms

Fair contract guarantee

When you sign up to a contract you commit to retain your nbn service for the set period.

Our fair contract guarantee lets you change between plans at any time without the need to break your agreed contract.

 

Fees

Setup Fees

* Any cabling that is required in your premises beyond the Network Boundary Point is your responsibility. This does not include the purchase of a modem. There may be additional installation fees for non-standard premises, however your agreement to these fees will be confirmed prior to iiNet setup.

Hardware Non-Return Fees

If you withdraw an order from us (before your service is activated) and receive the modem we supplied to you, you will need to pay for the modem unless it is returned to us in good working order within 21 days of withdrawing your order.

If you cancel your service after it has been activated, any applicable modem payment fees will apply in accordance with the terms and conditions of your chosen service.

$10 delivery fees are not refundable.

nbn Data Packs

If you use all your monthly quota, you can purchase an nbn Data Pack in Toolbox to get extra quota added to your Peak, Off-Peak or Anytime allowance for full-speed internet access. Learn more.

nbn Data pack size	Amount
10GB	$10
20GB	$15
50GB	$30
100GB	$50
200GB	$80

 

nbn® Phone

nbn Phone works just like a normal phone, using your internet connection to make and receive calls.

Today, we use Netphone (VoIP) for most nbn Phone services.

• To use Netphone, you'll need to plug a phone handset into a VoIP-enabled broadband router.

Fibre Phone was provided as a substitute for Netphone to some of our nbn FTTP customers before 15 May 2024.

• To use Fibre Phone, plug a standard phone handset into the UNI-V1 port on your nbn Connection Box.

Please note: Some of our nbn Phone services will not work on a third-party modem. In these instances we will not provide you an nbn Phone service if you have not selected an iiNet modem.

Features

nbn Phone includes the following standard features:

• Calling Line ID Blocking
• Call Barring
• Call Forwarding
• Call Waiting
• 3-Way Call

Please note that by default, nbn Phone numbers are not listed in the White Pages directory. Provided that you do not opt in to having your number listed and Calling Line ID Blocking is switched ON, this would be equivalent to a “Silent Number” available for landlines.

Call Rates

All nbn plans listed above have access to International Call Pack for $10 per month. This includes calls to landlines in our top 20 international destinations: UK, Germany, Hong Kong, Canada, USA, France, Netherlands, New Zealand, Singapore, Ireland, China, South Africa, South Korea, Indonesia, Italy, Japan, Malaysia, Sweden, Switzerland & Taiwan.

View international call rates

Download the nbn Phone Critical Information Summary

 

More information

• Support articles on iiHelp
• nbn FAQ
• Billing and payment information
• Warranty Information

• How do I move my eSIM to a new mobile device?
• How many mobile plans can I have using eSIM on one mobile device?
• What happens to incoming calls to a mobile plan that isn’t currently active?
• How do I manage calls with multiple mobile numbers?    
• iPhone
• Samsung
• Google Pixel
• OPPO
• How do I choose which number to use mobile data with?
• iPhone
• Samsung
• Google Pixel
• OPPO
• How do I choose which number to send SMS and MMS from?
• iPhone
• Samsung
• Google Pixel
• OPPO
• How do I choose which number to send iMessages from?
• How do I factory reset my phone without removing my eSIM?
• iPhone
• Samsung
• Google Pixel
• OPPO
• What happens if I delete my eSIM profile?
• How do I cancel my mobile plan?

How do I move my eSIM to a new mobile device?

An eSIM can only be active on one mobile device at a time. To move your eSIM from one mobile device to another, you must complete an eSIM Swap.

How many mobile plans can I have using eSIM on one mobile device?

You can have up to 5 different mobile plans on one mobile device but only 1 plan can be active at any time.

Once you have more than one plan activated on your device, you can label each plan (e.g. Personal, Work, Primary, Secondary). These labels will help you choose which phone number to use for different functions, such as making and receiving calls/messages or using mobile data.

What happens to incoming calls to a mobile plan that isn’t currently active?

The call will automatically divert to voicemail. You won’t receive any alert message until the next time that plan is active on your mobile device.

How do I manage calls with multiple mobile numbers?    

iPhone

1. If you’re calling a contact in your Favourites list, tap the information symbol, then tap the current phone number. Select the phone number to use.
2. If you’re making a call using the keypad, enter the phone number you want to call, then tap the phone number near the top of the screen and select the mobile number to use.

Samsung

1. Go to Settings > Connections.
2. Choose SIM card manager.
3. Choose Calls and select the mobile number to use.
4. When calling an existing contact, you can select the contact and then select the phone number to use.
5. When making a call using the keypad, you can select the mobile number to use at the bottom of the screen.

Google Pixel

1. Go to Settings > Network & Internet.
2. Choose the SIM to manage call settings for.
3. Choose Call preference and select the mobile number to use.

OPPO

1. When making a call, a pop-up will ask you to select the mobile number to use.
2. This pop-up will always show if the default “Always ask” setting is enabled.

How do I choose which number to use mobile data with?

iPhone

1. Go to Settings.
2. Choose either Mobile or Mobile Data.
3. Choose Cellular Data and select the mobile number to use.

Samsung

1. Go to Settings > Connections.
2. Choose SIM card manager.
3. Choose Mobile data and select the mobile number to use.

Google Pixel

1. Go to Settings > Network & Internet.
2. Choose the SIM to manage data settings for.
3. Turn on Mobile data.

OPPO

1. Go to Settings > Mobile network.
2. Choose Internet and select the mobile number to use.

How do I choose which number to send SMS and MMS from?

iPhone

1. Open Messages.
2. Tap the New button at the top right of the screen.
3. Choose or enter the message recipient.
4. Tap on the current phone number and select the mobile number to use.

Samsung

1. Open Messages.
2. Tap the Message icon at the bottom right of the screen or open an existing conversation.
3. Choose or enter the message recipient.
4. Tap the icon to the right of the text bar and select the mobile number to use.

Google Pixel

1. Go to Settings > Network & Internet.
2. Choose the SIM to manage SMS and MMS settings for.
3. Choose SMS preference and select the mobile number to use.
4. You can also select a number in the Messages app.
5. Tap Start chat or open an existing conversation.
6. Choose or enter the message recipient.
7. Tap the icon to the right of the text bar and select the mobile number to use.

OPPO

1. When composing a new message, simply select the mobile number to use.

How do I choose which number to send iMessages from?

1. Go to Settings > Messages.
2. Choose iMessage and FaceTime Line.
3. Select the mobile number you want to send from.

How do I factory reset my phone without removing my eSIM?

iPhone

1. Go to Settings > General.
2. Choose Reset > Erase All Content and Settings > Erase iPhone.
3. Choose Erase All and Keep Mobile Plans.
   
   Note: If you choose “Erase All”, your eSIM will be removed. To reinstate one or more plans on your eSIM, you’ll need to complete an eSIM Swap.

Samsung

1. Go to Settings > General Management.
2. Choose Reset > Factory data reset > Reset.
3. Your eSIM will be automatically kept.
   
   Note: If you select “eSIMs” when resetting, your eSIM will be removed. To reinstate one or more plans on your eSIM, you’ll need to complete an eSIM Swap.

Google Pixel

1. Go to Settings > System.
2. Choose Advanced > Reset options > Erase all data.
3. Your eSIM will be automatically kept.
   
   Note: If you select “Erase downloaded SIMs” when resetting, your eSIM will be removed. To reinstate one or more plans on your eSIM, you’ll need to complete an eSIM Swap.

OPPO

1. Go to Settings > System settings.
2. Choose Back up and reset > Reset your phone and erase all data.
3. Choose Erase data but retain eSIM profiles.
   
   Note: If you select “Erase data and remove eSIM profiles” when resetting, your eSIM will be removed. To reinstate one or more plans on your eSIM, you’ll need to complete an eSIM Swap.

What happens if I delete my eSIM profile?

If you delete your eSIM profile, your mobile plan charges will not be cancelled. You will not be able to use your mobile plan until you complete an eSIM Swap to reinstate your eSIM on your mobile device.

How do I cancel my mobile plan?

You can only cancel your iiNet mobile plan by calling us on 13 22 58.

Important: Removing or disabling a mobile plan in your device settings will not cancel your plan charges.