• CLID Blocking
• Call Barring
• Call Forwarding/Diverting
• Call Waiting
• Call Return

CLID Blocking

CLID Blocking (Calling Line ID Blocking) blocks your phone number from being displayed to the person you’re calling. It is disabled by default.

1. Log in to Toolbox and select the VoIP service under Select service to manage. 
   
2. Select Settings.
3. CLID Blocking can be enabled by setting its toggle switch to ON. Changes are saved automatically. 
   
4. While CLID Blocking is enabled, you can disable it for a single call by dialling *65 before the number you’re calling.

Call Barring

Call Barring blocks specific types of calls from being made using your phone service. It is disabled by default, but the following barring types are available:

• Bar outgoing long-distance (STD) calls
• Bar outgoing calls to Australian mobile phones
• Bar outgoing International calls

1. Log in to Toolbox and select the VoIP service under Select service to manage. 
   
2. Select Settings.
3. Each type of Call Barring can be enabled by setting its toggle switch to ON. Changes are saved automatically. 
   

Call Forwarding/Diverting

Call forwarding allows you to divert calls from your phone number to a different number in the following circumstances:

• Always
• When your number is busy
• When calls to your number aren't answered

Standard call costs apply when any call forwarding features forward a call to a new destination. All call forwarding features are disabled by default.

1. Log in to Toolbox and select the VoIP service under Select service to manage. 
   
2. Select Settings.
3. Each type of Call Forwarding can be enabled by setting its toggle switch to ON, and entering the destination phone number in the text box.
4. Select Update to save any changes. 
   

Call Waiting

If someone calls your phone number while you’re on a call, Call Waiting allows you to put someone on hold. Call Waiting is enabled by default and currently, it cannot be disabled in Toolbox. If you’d like to disable Call Waiting, please call us on 13 22 58 and we’ll be happy to help.

1. While on a call, you’ll hear a tone when there is another call waiting. To switch back and forth between the two calls, press the CALL button on your handset and then dial 2.
2. To hang up on the person you’re currently speaking to and switch to the other caller, press the CALL button on your handset and then dial 1.

Call Return

Please note that dialling *69 is not supported for these services. However, handsets with a built-in call return function will work. Standard call costs apply.

• How to unsuspend your iiNet services (Overdue invoices)
• How to unsuspend your iiNet services (Security incident)

How to unsuspend your iiNet services (Overdue invoices)

1. If your iiNet invoice isn't paid, we'll send you an email/SMS telling you the earliest date your services will be suspended. If you pay the invoice before that date, your services won't be suspended.
    
2. If your invoice isn't paid and your iiNet services are suspended, you can Make a payment in Toolbox or call us on 13 22 58.

   Having difficulties making a payment? Please see our Financial Hardship Policy.

3. Once your payment has cleared, your iiNet services should automatically unsuspend within one business day.

How to unsuspend your iiNet services (Security incident)

1. When a security incident happens, we suspend services ASAP to prevent further abuse or unauthorised access. You'll be notified after your services are suspended, and we'll try to call you using the contact number(s) on your iiNet account.
2. We'll explain anything you need to do to help secure your account, such as changing account or Wi-Fi passwords, or running antivirus and malware scans.
3. Once we've spoken to you to verify your identity and made sure that your iiNet account is secure, your iiNet services may be unsuspended.
    
   For more advice about how to stay safe online, see Scams and hoaxes.

• What are the consequences if my service is restricted?
• What are the consequences if my service is suspended?
• How can I get my services unsuspended?
• What are the consequences if my service is disconnected?
• How to make payment

What are the consequences if my service is restricted?

Service restrictions are typically related to spend management tools and may occur when you have used 100% or more of your service inclusions, such as data. Restrictions do not necessarily indicate that your services are at risk of suspension or disconnection.

If one or more of your services are restricted, you will not be able to use select features of the services. For example:

• If you have a Mobile service and have used all of the monthly mobile data included in your plan, the ability to use mobile data will be restricted and you won't be able to access the internet. Other features of the service, such as receiving calls/SMS and making calls/SMS that are part of your plan’s included value, will remain available.
• If you have a Fetch TV service that has exceeded the monthly spend limit for Video on Demand content, you won’t be able to purchase Video on Demand content such as movies or TV shows. Other features of the service, such as viewing TV channels, will remain available.

You will need to wait until your next billing period begins for the restriction to be removed. Alternatively, you may call us on 13 22 58 to increase your monthly spend limits.

For prepaid mobile services, you may choose to top up your Prepaid Balance in Toolbox to purchase a mobile data block.

What are the consequences if my service is suspended?

If one or more of your services are suspended, you will not be able to use those services.

For example, if your suspended service is a fixed or mobile voice service, you won’t be able to make calls (except to emergency 000 services) on your phone or handset or use mobile data. If your suspended service is an internet service, you won’t be able to connect to the internet or use services that require connection to the internet, like VoIP.

You may not purchase additional services while one or more of your services are suspended. While the service is suspended, your ongoing minimum monthly plan charges will still apply (excluding Mobile and 4G/5G Home Broadband services).

How can I get my services unsuspended?

• Mobile and 4G/5G Home Broadband services: You will need to pay the amount to renew your prepaid service before the suspension is removed.
• Other services: You will need to pay all overdue amounts owing before the suspension is removed.

Restoration of your service can take up to 1 business day after the payment has been received.

Failure to pay after services are suspended may lead to your services being disconnected.

What are the consequences if my service is disconnected?

Unlike suspension, disconnection of your service is permanent.

• Disconnection means you won’t be able to use any features of your services, including internet access.
• Phone services won’t be able to make or receive calls, including emergency 000 calls (except mobiles which can call 000 if your phone has power and you’re within the coverage of any Australian mobile network). 
• You will need to reapply for new services, which may incur costs. Please note that following disconnection, the plan for your particular service may no longer be available, and your username or phone number may change.
• Any bundled discount entitlements will also be forfeited if the disconnection causes your account to become ineligible for the bundled discount.
• We may also require you to immediately stop using and return to us, or allow us to remove, any equipment or material belonging to us.
• We may delete all of your data from any storage media (you are solely responsible for backing up your data, such as voicemail messages).
• Mobile and 4G/5G Home Broadband services: You will still have to pay any applicable cancellation fees.
• Other services: We will send you a final invoice requesting payment of all outstanding charges incurred before disconnection, including any applicable cancellation fees. Failure to pay may affect your ability to reapply for a new service with us.

How to make payment

You can make a payment by following the instructions on your invoice or using a credit card to pay via Toolbox. Alternatively, you may call us on 13 22 58.

If you wish to discuss your account, please contact our Support team via email or call 13 22 58 (open 24/7) and we’ll be happy to help.

• Available Data Packs
• How to buy a Data Pack in Toolbox

Available Data Packs

• 10GB for $10
• 20GB for $15
• 50GB for $30
• 100GB for $50
• 200GB for $80

How to buy a Data Pack in Toolbox

1. Log in to Toolbox and select the broadband service under Select service to manage.  
   
   Never logged into Toolbox before? Check out An Introduction to Toolbox.
    
   
2. In Dashboard view, select Add Data Pack.
    
   This option is also available on the Check Usage page. 
    
   
3. You'll see a list of available Data Packs. Choose the desired Data Pack and hit Select. 
    
   
4. Review the final summary and hit Submit to finish. The charge for your data pack will appear on your next invoice. 
    
   Once your data pack has been purchased, your usage should be reduced and your broadband speed should be unshaped within one hour. If you're still experiencing shaped speeds after this time, please try restarting your modem.