If your 5G Home 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 5G Home 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.

 

1. Confirm that your Micro SIM is present and fully inserted in the Micro SIM slot located on the base of your modem. If the SIM is missing, please call us on 13 22 58.
    
   Wi-Fi Max 5G Modem
   Supplied from July 2025
   
   
   Nokia FastMile 3.2 5G Modem
   
   
   Sagemcom 5866 5G Modem
   
    
   Nokia FastMile R1 5G Modem
   
2. Make sure that your modem's cables are plugged in securely and not damaged. Replace any damaged cables.
3. Turn off the electrical outlet for your modem and leave it off for at least 60 seconds.
4. Turn the outlet back on and wait approximately 5 minutes for the modem lights to settle, then attempt to view a website.
5. If your modem lights indicate a low signal, move your modem to another location, ideally near a window and away from direct sunlight.
   Note: If your modem's signal lights remain off or red after rebooting, please call us on 13 22 58 for assistance.
   
   Wi-Fi Max 5G Modem - Front light off or solid orange
   
   
   Nokia FastMile 3.2 5G Modem - 5G light off or Signal lights 1 bar
   Note: The Centre light indicates 4G signal. When the 5G light is lit, the Signal light will show the 5G signal strength. Learn more (hyperlink to new Nokia FastMile 3.2 5G Modem status lights article)
   
   
   Sagemcom 5866 5G Modem - Signal lights 1 bar
   
    
   Nokia FastMile R1 5G Modem - Centre light red and/or 5G light off
   Note: The Centre light indicates 4G signal. When the 5G light is lit, the Signal Direction light will indicate the direction of the strongest 5G signal. Learn more.
   
6. 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.
7. If you can view websites on some devices but not others, see our guide on Browsing issues.
8. If you still can't get online, please call us on 13 22 58 for further assistance.

 

This article will explain the status lights found on the 5G Modem (Sagemcom 5866), which may be useful during setup and troubleshooting.

Light	State		Meaning
Signal		Off	Modem is turned off or not connected to the internet.
		Green	Modem is connected to 5G network. 4 bars = Strong signal. 2-3 bars = Average signal. 1 bar = Poor signal. Reposition modem if signal is poor.
		Yellow	Modem is connected to 4G network.
WiFi		Off	Modem is turned off.
		Green	Wi-Fi is turned on.
		Orange	Wi-Fi is turned off.
		Flashing orange	WPS (Wi-Fi Protected Setup) search mode is enabled via modem settings or by pressing the WPS button.
		Red	Modem is experiencing a software issue or is overheating. Ensure modem is placed away from direct sunlight and/or heat sources and contact us if the issue persists.
Power	Off		Modem is turned off.
	Green		Modem is turned on. Flashes during a firmware upgrade.
	Red		Modem bootup has failed. Restart the modem and contact us if the issue persists.

Your modem will take care of the hard stuff like internet settings, but we’ll need your help to plug it in. The main cables you need will come in the box, and you can grab extra Ethernet cables from the shops if you need them. 

Note: Your iiNet 5G SIM is already inside your 5G Modem. Please don't remove it because the SIM won't work in other devices.

Select your modem

	Wi-Fi Max 5G Modem (5FWA2025) Supplied from 23 July 2025
	Nokia FastMile 3.2 5G Modem
	Sagemcom 5866 5G Modem
	Nokia FastMile R1 5G Modem

 

Wi-Fi Max 5G Modem (5FWA2025)

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.
• Use the My Internet Connect app to achieve the best connection results.

Set up with the My Internet Connect app

You can download the My Internet Connect App (Android / iOS).

1. Open the App and follow the prompts until you get to Check your modem status.
2. Use the power cable to plug your modem's Power port into a power outlet and press the ON/OFF button.
3. Wait for the light on the front of your modem to turn solid blue.
   No blue light? If the light on the front of your modem is solid orange you're connected to 4G. In some instances, the modem may connect you to 4G if it provides a better signal than 5G. Your devices will automatically connect to the best Wi-Fi possible. Try repositioning your modem or give us a call on 13 22 58 and we'll help you out.
4. Click Next to Connect to your modem’s Wi-Fi.
   • Click Open Camera to scan the QR code on your modem's barcode sticker. Once connected, you’ll automatically go to the next step.
   • Click Enter Your Details Manually to follow the instructions to connect the Wi-Fi, then press Next to continue.
5. If your signal strength is poor, you'll be prompted to press Start to to Check your signal.
   • You'll need to follow the promps to move your modem to another location, ideally near a window and away from direct sunlight and Check Again.
   • Once you’ve found the perfect location, click Continue.
6. You’ll be prompted to Enter the Admin Password. This is the Login Password found on the bottom of the modem. Once entered, click Remember Password, then Login.
   Note: You’ll be prompted to Change the Admin Password, or Skip to continue.
7. Allocate a name for your modem and click Save, or click Skip to finish the setup.
8. Connect any other devices to the modem.
   

 

Set up manually

1. Use the power cable to plug your modem's Power port into a power outlet.
2. Press the ON/OFF button on the back of the modem.
   
3. Leave your modem alone for 2 minutes while it runs through the automatic setup.
4. Check the light on the front your modem. If it’s solid blue, you’re connected to 5G, and you can start connecting your devices.
   No blue light? If the light on the front of your modem is solid orange you're connected to 4G. In some instances, the modem may connect you to 4G if it provides a better signal than 5G. Your devices will automatically connect to the best Wi-Fi possible. Try repositioning your modem or give us a call on 13 22 58 and we'll help you out.
5. Connect your devices.

 

Connecting your devices

Got extra ethernet cables? You can connect 2 devices to your modem’s yellow LAN ports. 

Please note that 5G Home Broadband is only suitable for casual online gaming. Learn more. 

If you want to connect your devices via Wi-Fi, you have 3 options:

• Use the Wi-Fi Network name and Password on your modem's barcode sticker.
• Scan the QR code on your modem's barcode sticker (Smartphones only).
  
• Enable Wi-Fi Protected Setup (WPS) on your device then press the Pair button on the back of your modem for 3 seconds.

If you want to change your Wi-Fi name or password, use this guide.

If your Wi-Fi’s running slow, check out Improving Wi-Fi Signal.

Nokia FastMile 3.2 Modem

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.
• Use the Nokia Wi-Fi App to achieve the best connection results.

Set up with the Nokia Wi-Fi App

This is available on Android and iOS. Don't want to use the app? You can set up without the app instead.

1. Download and open the Nokia Wi-Fi app on a mobile device.
2. Accept permission for “Nokia Wi-Fi” to find and connect to devices on your local network. and the permission to receive notifications regarding alerts, sounds and icon badges.
3. Connect the mobile device to a Wi-Fi network.
4. In the Nokia Wi-Fi app, tap Get Started.
   
5. Select Scan code, or select No QR Code? Enter manually.
   
6. Follow the advice on how to position the modem.
   
7. On the Insert SIM card screen, press Next.
8. Power on the modem by plugging it into an electrical outlet and pressing the on/off button on the back of the modem. Click Next.
9. Connect your devices to the network and click I'm Connected.
   
10. The app will provide info on your connection. You can Reposition gateway or click Next.
    
11. Once you’re happy with the connection, click Finish.

Set up manually

1. Place the modem in the intended location and use the supplied power cable to connect the modem gateway to an electrical outlet.
   
2. Press the Power On button on the back of the modem gateway.
3. The LED on the top of the modem will turn on, and will start to search for a 4G and 5G signal. Searching for a signal takes about 2 to 3 minutes Do not turn off the FastMile while searching.
4. The Center LED will turn green when connected to 4G, and the 5G LED will light up if a 5G network is found.
   
5. If the 5G light is off or indicates a low signal, move your modem to another location, ideally near a window and away from direct sunlight.
6. Once repositioned, press the TEST button on the back of the modem to check the network.
   Note: If the 5G light remains off, please call us on 13 22 58 for assistance.
7. You can use an additional Ethernet cable to connect a computer to any of the two LAN ports on the back of the modem.

If you wish to connect your devices via Wi-Fi, there are two options:
- A) Use the Wi-Fi Network name and Password on the barcode sticker on the base of your modem gateway.

- B) (Smartphones only) scan the Wi-Fi QR code on the modem's barcode sticker.
- C) Press the WPS button on the back of your modem gateway.

Your modem will automatically connect your devices to the best Wi-Fi network possible. Older devices may only be able to connect to the slower 2.4GHz Wi-Fi. See Improving Wi-Fi Signal.

 

Sagemcomm 5866 5G Modem

 

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.

1. Your iiNet 5G SIM has already been inserted for your convenience. Please do not remove the SIM as it won't work in other devices.
2. Use the supplied power cable to connect the modem to an electrical outlet, then turn it on using the Power button located on the base.
   
3. Wait approximately 3 minutes for the modem to boot up and configure.
4. If the Signal lights are off or indicate a low signal, move your modem to another location, ideally near a window and away from direct sunlight.
   
   Note: If your Signal lights remain off, please call us on 13 22 58 for assistance.
5. You can use an additional Ethernet cable to connect a computer to any of the 3 LAN ports.
6. If you wish to connect your devices via Wi-Fi, there are 3 options:
   - A) Use the Wi-Fi Network name and Password on the barcode sticker on the back of your modem.
   - B) (Smartphones only) scan the Wi-Fi QR code on the modem's barcode sticker.
   - C) Enable Wi-Fi Protected Setup (WPS) on your device then press the WPS button on the back of your modem.
   

Your modem will automatically connect your devices to the best Wi-Fi network possible (i.e. 5GHz). Older devices may only be able to connect to the slower 2.4GHz Wi-Fi. See Improving Wi-Fi Signal.

 

Nokia FastMile R1 5G Modem

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.

1. Your iiNet 5G SIM has already been inserted for your convenience. Please do not remove the SIM as it won't work in other devices.
2. Use the supplied power cable to connect the modem to an electrical outlet, then turn it on using the ON/OFF button located on the base.
   
3. Wait approximately 5 minutes for the modem to boot up and configure.
4. If the 5G light is off or indicates a low signal by being orange or red, move your modem to another location, ideally near a window and away from direct sunlight. The Signal Direction light on the outer ring of the LED panel will indicate the direction of the strongest 5G signal.
   Note: If the 5G light remains off, please call us on 13 22 58 for assistance.
   
5. You can use an additional Ethernet cable to connect a computer to any of the 3 LAN ports on the base.
6. If you wish to connect your devices via Wi-Fi, there are 3 options:
   - A) Use the Wi-Fi Network name and Password on the barcode sticker on the base of your modem.
   - B) (Smartphones only) scan the Wi-Fi QR code on the modem's barcode sticker.
   
   - C) Enable Wi-Fi Protected Setup (WPS) on your device then press the WPS button on the base of your modem.
   

Your modem will automatically connect your devices to the best Wi-Fi network possible (i.e. 5GHz). Older devices may only be able to connect to the slower 2.4GHz Wi-Fi. See Improving Wi-Fi Signal.

 

We’re sorry for your loss and we would like to make managing their account with us as simple as possible.

How to close an account and/or transfer ownership of services

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 person contacting us should be an authorised representative of the deceased. This includes:

• Next of kin
• Executor or administrator of the estate
• Power of attorney
• Trustee or solicitor administering the estate
• An authorised representative listed on the account

 

How to use the Australian Death Notification Service

You can also notify us about the death of the account holder using the Australian Death Notification Service.

The Australian Death Notification Service is a national service which enables you to digitally notify multiple organisations about the death of the account holder. This service provides secure online environment for you to send an email notification to multiple organisations at one time.

To opt into this service, head to the Australian Death Notification Service and provide the below:

• Details of the person who has died
• Confirmation you would like to notify iiNet
• Your details as the notifier

The Australian Death Notification Service will validate details of the deceased person against the Australian Death Check (ADC) and pass on information to our appropriate team, who will reach out to you.

After you have submitted the request, you will be contacted by iiNet within 10 business days to discuss the next steps.

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.

Mail	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:

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:

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:

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.