You can make enquiries and changes on behalf of the account holder if you have been granted Power of Attorney to act for the account holder. For us to grant you access to the account as an authorised third party, you’ll need to provide the Power of Attorney and supporting documentation.
| You can mail the Power of Attorney, with supporting documentation to: iiNet Customer Relations, Ground Floor, 502 Hay St, Subiaco, WA 6008 |
|
| Fax | You can fax the Power of Attorney, with supporting documentation to: 1300 785 632 Attn: Customer Relations Team |
Select one of the links below to jump to a query:
Types of Power of Attorney
The supporting documentation you’re required to provide will depend on whether you have a general or enduring Power of Attorney.
General Power of Attorney
If you have a general Power of Attorney, depending on the state or territory, you’ll need to provide us with the following:
- NSW Powers of Attorney Act 2003 (NSW)
-
Must be in prescribed form x See example of NSW Power of Attorney
Registered x
Date of Power of Attorney ✓
Principal name and address ✓
Principal representative name and address x
Attorney name and address ✓
Principal signature ✓
Principal’s representative signature x
Date of principal signing ✓
Principal’s signature witnessed by prescribed witness ✓
Witness name ✓
Witness address ✓
Date of witness signing x
Acceptance by attorney x
Attorney signature x
Date of attorney signing x
- VIC Instruments Act 1958 (VIC)
-
Must be in prescribed form x See example of VIC Power of Attorney
Registered x
Date of Power of Attorney ✓
Principal name and address ✓
Principal representative name and address x
Attorney name and address ✓
Principal signature ✓
Principal’s representative signature x
Date of principal signing x
Principal’s signature witnessed by prescribed witness x
Witness name x
Witness address x
Date of witness signing x
Acceptance by attorney x
Attorney signature x
Date of attorney signing x
- QLD Powers of Attorney Act 1998 (QLD)
-
Must be in prescribed form ✓Must use QLD Power of Attorney
Registered x
Date of Power of Attorney x
Principal name and address x
Principal representative name and address x
Attorney name and address x
Principal signature x
Principal’s representative signature x
Date of principal signing x
Principal’s signature witnessed by prescribed witness x
Witness name x
Witness address x
Date of witness signing x
Acceptance by attorney x
Attorney signature x
Date of attorney signing x
- ACT Powers of Attorney Act 2006 (ACT)
-
Must be in prescribed form x
Registered x
Date of Power of Attorney ✓
Principal name and address ✓
Principal representative name and address x
Attorney name and address ✓
Principal signature ✓
Principal’s representative signature x
Date of principal signing x
Principal’s signature witnessed by prescribed witness x
Witness name ✓
Witness address ✓
Date of witness signing ✓
Acceptance by attorney x
Attorney signature x
Date of attorney signing x
- SA Powers of Attorney and Agency Act 1984 (SA)
-
Must be in prescribed form x See example of SA Power of Attorney
Registered x
Date of Power of Attorney ✓
Principal name and address ✓
Principal representative name and address x
Attorney name and address ✓
Principal signature ✓
Principal’s representative signature x
Date of principal signing x
Principal’s signature witnessed by prescribed witness x
Witness name ✓
Witness address x
Date of witness signing x
Acceptance by attorney x
Attorney signature x
Date of attorney signing x
- TAS Powers of Attorney Act 2000 (TAS)
-
Must be in prescribed form ✓ Must use TAS Power of Attorney
Registered ✓
Date of Power of Attorney ✓
Principal name and address ✓
Principal representative name and address x
Attorney name and address ✓
Principal signature ✓
Principal’s representative signature x
Date of principal signing x
Principal’s signature witnessed by prescribed witness x
Witness name ✓
Witness address ✓
Date of witness signing x
Acceptance by attorney x
Attorney signature x
Date of attorney signing x
- NT Powers of Attorney Act 2006 (NT)
-
Must be in prescribed form x See example of NT Power of Attorney
Registered x
Date of Power of Attorney x
Principal name and address ✓
Principal representative name and address ✓
Attorney name and address ✓
Principal signature ✓
Principal’s representative signature ✓
Date of principal signing x
Principal’s signature witnessed by prescribed witness ✓ If principal's representative signing on behalf of principal, principal's representative must sign in presence of 2 prescribed witnesses
Witness name ✓
Witness address x
Date of witness signing x
Acceptance by attorney x
Attorney signature ✓
Date of attorney signing x
- WA Guardianship and Administration Act 1990 (WA)
-
Must be in prescribed form x
Registered x
Date of Power of Attorney ✓
Principal name and address ✓
Principal representative name and address x
Attorney name and address ✓
Principal signature ✓
Principal’s representative signature x
Date of principal signing x
Principal’s signature witnessed by prescribed witness x
Witness name ✓
Witness address x
Date of witness signing x
Acceptance by attorney x
Attorney signature x
Date of attorney signing x
Enduring Power of Attorney
If you have an enduring Power of Attorney, depending on the state or territory, you’ll need to provide us with the following:
- NSW Powers of Attorney Act 2003 (NSW)
-
Prescribed ✓Must use NSW Enduring Power of Attorney
Registered x
Date of Power of Attorney x
Principal name, address and signature x
Principal’s signature witnessed by adult witness x
Principal’s signature witnessed by prescribed witness x
Witness signature x
Date of witness signing x
Acceptance by attorney x
Attorney name x
Attorney signature x
Date of attorney signing x
- VIC Instruments Act 1958 (VIC)
-
Prescribed x
Registered x
Date of Power of Attorney ✓
Principal name, address and signature ✓
Principal’s signature witnessed by adult witness ✓ Need 1 adult witness and 1 prescribed witness
Principal’s signature witnessed by prescribed witness ✓ Need 1 adult witness and 1 prescribed witness
Witness signature ✓
Date of witness signing x
Acceptance by attorney x
Attorney name ✓
Attorney signature x
Date of attorney signing x
- QLD Powers of Attorney Act 1998 (QLD)
-
Prescribed ✓Must use QLD Enduring Power of Attorney
Registered x
Date of Power of Attorney x
Principal name, address and signature x
Principal’s signature witnessed by adult witness x
Principal’s signature witnessed by prescribed witness x
Witness signature x
Date of witness signing x
Acceptance by attorney x
Attorney name x
Attorney signature x
Date of attorney signing x
- ACT Powers of Attorney Act 2006 (ACT)
-
Prescribed x
Registered x
Date of Power of Attorney ✓
Principal name, address and signature ✓
Principal’s signature witnessed by adult witness ✓ Witnessed by 2 adult witnesses and containing a certificate in accordance with s 22
Principal’s signature witnessed by prescribed witness x
Witness signature ✓
Date of witness signing ✓
Acceptance by attorney ✓
Attorney name ✓
Attorney signature ✓
Date of attorney signing ✓
- SA Powers of Attorney and Agency Act 1984 (SA)
-
Prescribed x See example of SA Enduring Power of Attorney
Registered x
Date of Power of Attorney ✓
Principal name, address and signature ✓
Principal’s signature witnessed by adult witness ✓
Principal’s signature witnessed by prescribed witness x
Witness signature x
Date of witness signing x
Acceptance by attorney ✓ Must use SA Form of Acceptance of Enduring Power of Attorney
Attorney name ✓
Attorney signature ✓
Date of attorney signing x
- TAS Powers of Attorney Act 2000 (TAS)
-
Prescribed x See example of TAS Enduring Power of Attorney
Registered x
Date of Power of Attorney ✓
Principal name, address and signature ✓
Principal’s signature witnessed by adult witness ✓ Need 2 adult witnesses
Principal’s signature witnessed by prescribed witness x
Witness signature ✓
Date of witness signing x
Acceptance by attorney ✓Must use TAS Form of Acceptance of Enduring Power of Attorney
Attorney name ✓
Attorney signature ✓
Date of attorney signing x
- NT Powers of Attorney Act 2006 (NT)
-
Prescribed x See example of NT Enduring Power of Attorney
Registered ✓
Date of Power of Attorney x
Principal name, address and signature ✓
Principal’s signature witnessed by adult witness x
Principal’s signature witnessed by prescribed witness ✓
Witness signature ✓
Date of witness signing x
Acceptance by attorney ✓Must use NT Form of Acceptance of Enduring Power of Attorney
Attorney name ✓
Attorney signature ✓
Date of attorney signing x
- WA Guardianship and Administration Act 1990 (WA)
-
Prescribed ✓Must use WA Enduring Power of Attorney
Registered x
Date of Power of Attorney x
Principal name, address and signature x
Principal’s signature witnessed by adult witness x
Principal’s signature witnessed by prescribed witness x
Witness signature x
Date of witness signing x
Acceptance by attorney x
Attorney name x
Attorney signature x
Date of attorney signing x
Other circumstances
These are the other circumstances when you can make changes on behalf of the account holder.
Financial counsellor or debt repair agency
If you are a financial counsellor or a representative of a debt repair agency, give us a call on 13 22 58 and a case manager will get in touch.
The account holder has passed away
If the account holder has passed away, please call us on 13 22 58 and we can help you to close the account or transfer ownership of the services into your name. If you choose to transfer ownership of any services, you’ll need to meet our credit requirements.
When contacting us, please have the account holder’s username, mobile number or account number ready, as well as their:
- Full name
- Date of birth
- Home address
For confirmation, we may ask that you email us a copy of the Death Certificate or Coroner’s notice.
The account holder is incarcerated
If the account holder is incarcerated, you’ll require a Power of Attorney to close the account or authorise a transfer of ownership into someone else’s name.
The account holder is hearing impaired
If the account holder is hearing impaired, they can use the Australian government’s National Relay Service to make major changes to their account.
The account holder does not speak English
If the account holder does not speak English, they can use the Australian government’s Translator and Interpreting Service (TIS) to make changes to their account.
If you have multiple iiNet accounts, you can link them together and manage them using the same login. Accounts are linked automatically if you order more iiNet services using your existing iiNet username.
Select one of the links below to jump to a query:
- How to link or unlink your iiNet accounts
- How services are invoiced for linked iiNet accounts
- How to manage linked iiNet accounts
How to link or unlink your iiNet accounts
To link or unlink your iiNet accounts, please call us on 13 22 58 and we’ll be happy to help.
Important:
- Only an authorised contact can link an account. The account holder for both account must be the same person - their name and date of birth must match.
- If you unlink your accounts, you may lose any bundling offers, invoices will no longer be consolidated, and you'll be required to log into each individual account to manage your services.
How services are invoiced for linked iiNet accounts
Your payment details and invoices will be combined for linked accounts, except prepaid services which will continue to be invoiced separately.
Important:
- You're responsible for paying for each service on your linked TPG accounts. It's a good idea to check your payment details in Toolbox after linking accounts.
- The first time services are combined on the same invoice, you may see adjustments like partial monthly fees to align the services to the same billing period.
How to manage linked iiNet accounts
Your linked accounts can be seen in Toolbox by selecting Linked Accounts:
Once your accounts are linked, you can switch between your different services using the Select a service to manage drop-down:
We take fraud seriously at iiNet, and we’re committed to helping you if you suspect that you’ve been a victim of fraud.
Online fraud generally involves phishing, which as an attempt to get private or personal details by pretending to be a legitimate entity. Phishing websites, emails and text messages can be difficult to spot. Try to look out for incorrect spelling and grammar, and poor layout, imagery and styling.
What to do if you receive suspicious correspondence or calls claiming to be from iiNet
If you receive a call, letter, email, text message or other communication that claims to be from iiNet and you suspect it may be a scam or hoax, give us a call on 13 22 58.
Scam Emails and Text Messages
If you receive an email or text message that is unknown, unsolicited or you suspect to be fraudulent including messages with a one-time code that you didn’t initiate, this is what we advise:
- Don’t reply to the SMS or email
- Don’t provide any personal details
- Don’t click on any links
- Don’t open any attachments
- Don’t call any numbers associated with the SMS or email
- Don’t share any content of the SMS or email with anyone
- Email a screenshot of the message to abuse@iinet.net.au
- Report the email or SMS to Scamwatch
- Email abuse@iinet.net.au and provide a screenshot of the suspected fraud message, the date and time you received it, how many times you received it and your mobile number.
Scam Phone Calls
iiNet only calls our customers from selected numbers. If you receive a phone call that you suspect is fraudulent, this is what we advise:
- Don’t give the caller any personal details and hang up.
- Check that the call is coming from a number that’s not a number that we use.
- Block the caller/sender’s number using your phone’s built-in call rejection features or by downloading an app to restrict incoming calls and messages.
- Let the call go to voicemail and then listen to any message left to ascertain if this might be a genuine call. For more information on how to set up and manage voicemail, head to our support page.
- Report the call to Scamwatch
- Report the email or SMS to Scamwatch
- Email abuse@iinet.net.au and provide the date and time you received the call, how many calls you received in total and your mobile number.
How iiNet can help if you believe you’re a victim of fraud
My number has been fraudulently used to create a service with iiNet, or I suspect it has
If you believe that someone has stolen your ID to create an account with iiNet, please email us at customer-relations@iinet.net.au.
There's a number on my account that I don't recognise
If there’s a number on your account that you don’t recognise, please email us at customer-relations@iinet.net.au.
I didn’t receive my order
If you didn’t receive your order it’s best to call us on 13 22 58 from any phone.
My number has been fraudulently transferred from iiNet to another provider, or I suspect it has
If you suspect someone has attempted to, or has fraudulently transferred your mobile number to another provider without your knowledge or consent, please immediately report this to:
- Our Customer Service on 13 22 58 from any phone.
- The Australian Federal Police or the law enforcement agency in your state or territory
- Scamwatch
There are transactions from iiNet on my bank/credit card statement that I don't recognise
If there are transactions from iiNet on your bank/credit card statement that you don’t recognise, contact your bank immediately and ask them to raise a payment dispute with iiNet and reverse the charges back to you.
Current scams and hoaxes
If you’ve been scammed, it’s best to report it to Scamwatch. Check out our list of the latest scams.
I think I have lost money to a scammer
Contact your financial institution immediately if you believe you have lost money to a scammer or believe your banking or credit card details may have been shared with a scammer.
They may be able to stop a transaction or close your account if the scammer has your account details.
How to protect your device
Here are some ways to protect your device:
- Make sure to use strong PINs and passwords and change them regularly. Avoid easy-to-guess PINs and passwords like ‘1234’, ‘0000’ and ‘password’.
- Lock your mobile handset and voicemail with strong PINs.
- Think carefully before clicking on a link or opening suspicious emails and attachments.
- Pay attention to your app permissions (what your apps are allowed to do and access, e.g. location, call history, etc.). Only allow necessary permissions.
iiNet understands the importance of staying connected when you've been affected by a natural disaster such as bushfire or flood.
In addition to assistance offered under our Financial Hardship Policy, options available to affected customers include:
- Free connection to alternative premises/accommodation while your home is uninhabitable;
- Free installation of any broadband service (including modem and delivery) at your new premises within 12 months with no change to contract (if relevant);
- The temporary plan downgrade, suspension or cancellation of any broadband service (without penalty);
- Waived additional Mobile Data Block fees on iiNet Mobile SIM plans;
- A free replacement modem for your iiNet broadband service.
To request assistance or discuss options available to you, please call us on 13 22 58 or make an online enquiry.
Here’s what you need to know about 5G Home Broadband and 4G Home Wireless Broadband speeds.
Select one of the links below to jump to a query:
5G Home Broadband
| Plan | Plus | Premium |
|---|---|---|
| Typical Evening download Speed* | 50Mbps | 100Mbps |
| Typical Evening upload Speed* | 16Mbps | 18Mbps |
| Maximum download speed | 50Mbps | 100Mbps |
| Maximum upload speed | 20Mbps | 20Mbps |
| Social media, browsing and emails | ✓ | ✓ |
| SD streaming | ✓ | ✓ |
| HD streaming | ✓ | ✓ |
| 4K streaming | ✓ | ✓ |
| # of simultaneous users/devices (approx.) | 2-5 | 3-9 |
Speeds are variable and you may experience slower speeds than the applicable maximum during busy periods and other times.
Home Wireless Broadband
| Plan | Liimitless |
|---|---|
| Typical Evening download Speed* | 16Mbps |
| Typical Evening upload Speed* | 1.9Mbps |
| Maximum download speed | 20Mbps |
| Maximum upload speed | 2Mbps |
| Social media, browsing and emails | ✓ |
| SD streaming | ✓ |
| HD streaming | ✓ |
| 4K streaming | × |
| # of simultaneous users/devices (approx.) | 1-3 |
*Typical Evening Speeds are subject to change and are measured from 7pm to 11pm. Speeds are not guaranteed and may vary due to the number of users, Wi-Fi signal strength, network infrastructure, network congestion and more.
Speeds are variable and you may experience slower speeds than the applicable maximum during busy periods and other times.
Factors that may affect your speed and connection
- Location and quality of your modem
Capability of the hardware including Wi-FI enabled devices and ethernet cables. These tips will help you choose a good spot for your modem:
- A clear, elevated space near a window is ideal.
- Avoid direct sunlight as this can cause your modem to overheat.
- Placing the modem on the floor or in a cupboard may cause a weak signal.
- You don’t have to use the same spot as your old modem for NBN or other broadband services.
- You can try different spots if your first spot isn’t giving you a strong signal.
- Network Congestion
During periods of congestion, our Home Wireless Broadband and 5G Home Broadband plans may be subject to data de-prioritisation in order to manage the traffic on the Vodafone Network, and you may experience slower speeds than the speeds experienced using our other services.
- The weather
Extreme heat or rain at premises or base station location can impact the speed of your service.
- Interference
Predicted and actual coverage may vary due to the nature of radio based mobile networks and other factors at any specific location, such as distance from the network base station, building materials, and geographic features (hills, buildings and trees etc.).
- Latency
Home Wireless Broadband is not suitable for 4K streaming and may not be suitable for online gaming. 5G Home Broadband is suitable for casual online gaming. Very large files might be slow to load on either service.
- Wi-Fi signal interference
Wi-Fi signal quality may vary due to the number of devices connected, distance from modem, modem proximity to indoor plants/metal objects, connection to 5GHz/2.4GHz Wi-Fi network and any obstacles between devices and modem. Learn how to improve your home or office’s Wi-Fi signal.
- Number of connected devices
When too many devices share the same bandwidth (e.g. many users streaming HD content simultaneously) data flow may become limited and result in slower speeds across each user or device.
- Which content is being accessed
There may be particular issues affecting a specific website or online game (e.g. insufficient server capacity).
The article will explain the status lights found on the Smart Modem Gateway (VX420-G2H), which may be useful during setup and troubleshooting.
| Light | State | Meaning | |
| Power | Off | Modem has no power. | |
| Green | Modem has power. | ||
| DSL | Off | Modem has failed to establish DSL sync. | |
| Green | Modem has established DSL sync. Flashes during sync attempt. | ||
4G* |
Off | Modem is not connected to the 4G network. | |
| Green | Modem is connected to 4G network with a strong signal. | ||
| Orange | Modem is connected to 4G network with an OK signal. | ||
| Red | Modem is connected to 4G network with a weak signal. | ||
| Internet | Off | Modem is not connected to the internet. | |
| Green | Modem is connected to the internet. | ||
| 2.4GHz & 5GHz | Off | 2.4GHz/5GHz Wi-Fi is disabled. | |
| Green | 2.4GHz/5GHz Wi-Fi is enabled. | ||
| WAN | Off | No device plugged into modem’s WAN port. | |
| Green | Device plugged into modem’s WAN port. | ||
| LAN 1-4 | Off | No device(s) plugged into modem’s LAN ports. | |
| Green | Device(s) plugged into modem’s LAN ports. | ||
| Phone | Off | No Phone service is registered. | |
| Green | Phone service is registered. Flashes quickly when the phone is ringing. Flashes slowly when a voice mail is waiting. | ||
| WPS | Off | WPS not in use. | |
| Green | Turns on when a WPS (Wi-Fi Protected Setup) connection is established and automatically turns off about 5 minutes later. Flashes when a WiFi device is trying to connect via WPS (this may take up to 2 minutes). | ||
| USB | Off | No USB device plugged into the USB port. | |
| Green | USB device is ready to use. Flashes while a new USB device is booting up, or data is being transferred. | ||
*Note for nbn services with 4G Backup: 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.
The article will explain the status lights found on the Cable Gateway Pro CG2200 & CG3000 modems, which may be useful during setup and troubleshooting.
| Light | State | Meaning | |
| Power | Off | Modem has no power. | |
| Green | Modem has power. | ||
| DS | Off | Not connected to the Cable network or modem has no power. | |
| Green | Modem is online. Flashes during initial search for a downstream channel or when a firmware upgrade is in progress. | ||
| US | Off | Not connected to the Cable network or modem has no power. | |
| Green | Modem is online. Flashes during initial search for an upstream channel or when a firmware upgrade is in progress. | ||
| Online | Off | Modem is not registered/online on the Cable network or modem has no power. | |
| Green | Modem is registered to the Cable network and fully operational. Flashes when modem is booting up. | ||
| WiFi 2.4G/5G | Off | 2.4GHz or 5GHz WiFi disabled or modem has no power. | |
| Green | 2.4Ghz or 5GHz WiFi enabled. Flashes during WiFi network activity. | ||
| ETH 1-4 | Off | Nothing connected to Ethernet port or modem has no power. | |
| TEL1/TEL2 | Off | VoIP phone disabled or modem has no power. | |
| Green | VoIP phone enabled. Flashes during calls. | ||
| WPS Button | N/A | Press to enable WPS search mode. | |
Here's everything you need to know about iiNet 4G Home Wireless Broadband.
Select one of the links below to jump to a query:
- What is Home Wireless Broadband?
- Where is Home Wireless Broadband available?
- How long does it take to get connected to Home Wireless Broadband?
- How fast is Home Wireless Broadband?
- What hardware do I need for Home Wireless Broadband?
- Can I use Home Wireless Broadband for online gaming?
- What is CG-NAT and how does it affect Home Wireless Broadband services?
- How does the 7-day trial for existing iiNet nbn® customers work?
- Does Home Wireless Broadband include a phone service?
- How does Virtual Phone for existing iiNet customers work?
What is Home Wireless Broadband?
Home Wireless Broadband is a Fixed Wireless broadband service powered by our 4G mobile network. It's a great alternative to fixed line broadband services such as nbn®.
Where is Home Wireless Broadband available?
Home Wireless Broadband is available within our 4G coverage area. You can check your address on our website.
Important: Home Wireless Broadband is only for use within Australia at the address nominated on your order. If you need to move house, please contact us so we can check coverage at your new address.
How long does it take to get connected to Home Wireless Broadband?
Not long - you can get online as soon as you have your iiNet modem. Delivery takes 2-5 business days.
How fast is Home Wireless Broadband?
There's a few different factors that affect the speeds you'll get. Check out Factors affecting Fixed Wireless broadband speed for everything you need to know.
What hardware do I need for Home Wireless Broadband?
We'll send you a modem when you order iiNet Home Wireless Broadband - you'll need to use it, because other modems won't work. You can connect your own WiFi router to your iiNet modem if you'd like.
Note: Some connections may need to use the extra antennae that comes with their iiNet modem. Please don't attach these antennae unless we tell you to, as using the antennae unnecessarily can actually worsen performance.
Can I use Home Wireless Broadband for online gaming?
Home Wireless Broadband may not be suitable for online gaming due to its higher connection latency, which is the amount of time it takes for data packets to go from one place to another on an internet connection. Low latency is important for ultra-time-sensitive stuff like multiplayer shooting games or battle MMORPGs.
What is CG-NAT and how does it affect Home Wireless Broadband services?
Home Wireless Broadband uses Carrier-Grade Network Address Translation (CG-NAT), which assigns each service with a private IP address instead of a dynamic public IP address. Our network will then translate that private address into a public address.
Some things need internal NAT to work properly. CG-NAT means that the following items won't work on Home Wireless Broadband:
- Port forwarding
- Hosting web, email or file servers internally
- Smart Home systems (e.g. accessing security camera footage remotely, home automation and printers)
- Remote Access (i.e. accessing your home computer or devices from another location)
If you have any of these in your home setup, Home Wireless Broadband isn't right for you. Please check your address on our website for another type of iiNet internet.
How does the 7-day trial for existing iiNet nbn® customers work?
- Once you’re connected to Home Wireless Broadband, your existing iiNet nbn service will stay connected for 7 days.
- If you’re not happy with Home Wireless Broadband, you can call us to switch back to nbn during the 7-day trial.
- If we haven't heard from you after 7 days, your nbn service will be automatically disconnected.
Note: If you choose to keep your nbn service connected beyond the 7-day trial, the monthly nbn plan fee will apply.
Does Home Wireless Broadband include a phone service?
No, Home Wireless Broadband is a data-only internet service that does not include a phone service.
Virtual Phone is an optional Call Forwarding service for existing nbn customers, but it doesn't allow you to make calls.
How does Virtual Phone for existing iiNet customers work?
If you have an existing iiNet VoIP or landline phone service, you can set up Virtual Phone when you order Home Wireless Broadband.
Virtual Phone lets you:
- Forward all incoming calls to another Standard Australian landline or mobile number; and
- Keep your existing phone number, should you later wish to switch back to nbn or switch your phone service to another provider.
Virtual Phone can't be used to make calls.
You can change the Call Forwarding number in Toolbox by selecting Virtual Phone.
If your 4G Home Wireless Broadband service is offline, you won’t be able to visit a website, browse, stream, or download. Email and any other services that use the internet will not work. These steps will help you identify the issue.
Please note: Your Home Wireless Broadband service is only for use at the address nominated on your application. If you've moved home, please see Moving Home and contact us to make arrangements.
- Confirm that your Micro SIM is present and fully inserted in the Micro SIM slot located on the side of your modem. If the SIM is missing, please call us on 13 22 58.
Note: You don't need to check the SIM slot if it's still covered by a black sticker.
- Make sure that your modem's cables are plugged in securely and not damaged. Replace any damaged cables.
- Turn off the electrical outlet for your modem and leave it off for at least 10 seconds.
- Turn the outlet back on and wait approximately 3 minutes for the modem lights to settle, then attempt to view a website.
- If the 4G light is off or red, move your modem to another location, ideally near a window and away from direct sunlight.
Note: If your 4G and/or Internet lights remain off after rebooting, please call us on 13 22 58 for assistance. - Do you have any devices connected to your modem with an Ethernet cable? If these devices can visit a website but devices on Wi-Fi can’t, switch to troubleshooting Wi-Fi No Connection.
- If you can view websites on some devices but not others, see our guide on Browsing issues.
- If you still can't get online, please call us on 13 22 58 for further assistance.
If your Home Wireless Broadband service is running slowly, these steps will help you identify the issue.
- Turn off your modem and leave it off for at least 10 seconds.
- Turn your modem back on and wait approximately 3 minutes for the modem lights to settle.
- If your modem's 4G light is red, move your modem to another location, ideally near a window and away from direct sunlight.
- Do you have any devices connected to your modem with an Ethernet cable? If speeds on these devices are fine but devices on Wi-Fi are slow, switch to Troubleshooting Wi-Fi speed.
- Unplug all other devices connected to your modem's Ethernet ports (except the device you are testing, if applicable).
- Turn off or disconnect all other devices connected to your modem's Wi-Fi (except the device you are testing, if applicable).
- On the device you are testing, close all programs that are using your broadband connection, then run a speed test.
- If your speed has improved on a single device, you may need to reduce the number of devices and/or programs running simultaneously on your home network.
Note: If you need more bandwidth to support more programs and/or devices, you may need to switch to an alternative broadband product. Please call us on 13 19 17 to discuss. - Make sure your modem’s Ethernet cables are in good condition. Replace any damaged cables.
- Run a scan on your antivirus/anti-malware software. If your software includes any firewalls, temporarily disable them and run a speed test to see if they’re slowing down your internet. If any infections are detected, make sure they are quarantined and removed.
Note: Contact your software’s Customer Support if you need help. - If you still experience speed issues, please call us on 13 22 58 for further assistance.