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Restart the handset by disconnecting its power and Ethernet cables for 10 seconds, then reconnect.
Ensure that your internet connection is not suffering any issues when audio quality issues are experienced. Select your broadband service from the iiHelp menu to get troubleshooting guides for iiNet broadband connections.
Similarly, check if audio quality issues are only occurring when a high-demand function is carried out on your network, such as large file uploads, system updates or content streaming. If possible, schedule these functions to run automatically outside of business hours to avoid impact on your BizPhone service.
A common cause for audio quality issues is insufficient throughput to provide consistent audio. To check this, disconnect other devices (e.g. computers, mobile phones etc.) from your network until only your BizPhone handset(s) are connected, then make a test call.
If the audio quality was fine while your BizPhone was isolated, begin connecting devices again, one by one. After each device is reconnected, make another test call. If audio quality degrades again, the device that was just reconnected may be exceeding your network's throughput capacity.
Run the BizPhone connection test and check the MOS score on the summary page - a score of 4 or lower will most likely result in audio quality issues. Additionally, make a note of the test result number from both the Speed and VoIP tests.
Ensure that the SIP ALG setting is disabled in your modem settings by checking the VoIP test results from your BizPhone connection test.
Note: iiNet modems have this setting disabled by default.
Consider enabling QOS (Quality of Service) settings in your modem to allot of a portion of your connection bandwidth for VoIP services only. This can greatly reduce the risk of audio quality issues.
Whether the issue is constant or intermittent, please take note of affected calls in the following format:

Number Called From:
Number Called To:
Time/ Date of Call:
Issue Experienced:
If you suspect a handset has been damaged, please call us on 13 86 89.
If you are unable to improve the audio quality of your BizPhone service, please email bizsupport@iinet.net.au with your call notes and test result numbers, and reference this troubleshooting article.

Please select your handset to view the troubleshooting guide:

If your handset is not listed here, please contact us for assistance.

How to check registration

To confirm the handset is registered, check that the phone icons for each of your BizPhone lines are illuminated. A blinking icon simply indicates a busy line (blinking once per second) or voice mail (slow blinking).

Note: If your handset is registered but cannot receive calls, it may be DND (Do Not Disturb) mode. To turn this off, lift the handset and dial *79, then hang up. DND can be enabled again by dialling *78.

Troubleshooting Network Unavailable or Handset not registering

Confirm that you can access the internet on a device that's connected to the same internet connection as your BizPhone handset.
Make sure your handset is connected correctly to your modem or network switch.
Try connecting the ATA to an alternate LAN port on your modem or network switch.
Restart your modem.
Restart your ATA by disconnecting the power and Ethernet cables for 10 seconds, then reconnect.
Check your ATA is getting an IP address by lifting a connected handset and dialling *** to access the IVR menu. When you hear the “Enter the menu“ prompt, dial 02 and the IPv4 address will be announced.
Is your network set up to deliver static IP addresses to connected devices? BizPhone hardware must be assigned an IP address via DHCP.
To confirm your network allows access to the required server, Windows users should run an NSLookup test.
Run the BizPhone connection test and make a note of the test result number from both the Speed and VoIP tests.
If you’re still unable to make or receive calls, please email bizsupport@iinet.net.au with your test result numbers and reference this troubleshooting article.

How to check registration

To confirm the handset is registered, check that your handset shows a name in the bottom half of the screen:

BizPhone W60P handset registered example

Note: If your handset is registered but cannot receive calls, it may be DND (Do Not Disturb) mode. To turn this off, press the OK button to enter the main menu. Select Call Features > Do Not Disturb, use the left and right arrow keys to toggle between "Enable" and "Disable, then Save. Calls should connect to the handset again.

Troubleshooting Network Unavailable or Handset not registering

Confirm that you can access the internet on a device that's connected to the same internet connection as your BizPhone handset.
Make sure your handset is successfully registered by checking the screen (see advice above).
Check your handset is getting an IP address by pressing the OK button, selecting the Status tab in the top left corner and pressing OK. The handset should display an IPv4 address.
Restart your modem.
Restart your handset by disconnecting the power and Ethernet cables for 10 seconds, then reconnect.
If your handset fails to register, try connecting the cordless base station directly to your modem using an alternate Ethernet cable or LAN port.
Is your network set up to deliver static IP addresses to connected devices? BizPhone hardware must be assigned an IP address via DHCP.
To confirm your network allows access to the required server, Windows users should run an NSLookup test.
Factory reset your handset by pressing the OK button, then select Settings > System settings > Base reset and enter the PIN "0000". When the handset resets, it will automatically download the configuration from the BPX server.
Run the BizPhone connection test and make a note of the test result number from both the Speed and VoIP tests.
If you’re still unable to make or receive calls, please email bizsupport@iinet.net.au with your test result numbers and reference this troubleshooting article.

How to check registration

Check the handset screen for the following icons:

Icon	Description	Notes
	Network unavailable	The handset is not connecting to a network. Confirm your internet connection is online and cables are connected correctly.
	Registered successfully	The handset is connected to a network and the BizPhone server. You should be able to make and receive calls.
	Register failed	The handset is connected to a network but cannot register with our server. Calls cannot be made or received in this state.
	Registering	The handset is attempting to register to the BizPhone server. Calls cannot be made or received in this state.

Note: If your handset is registered but cannot receive calls, check the DND (Do Not Disturb) status on your handset screen. Press the DND soft key on your handset to turn this off. Calls should connect to the handset again.

Troubleshooting Network Unavailable or Handset not registering

Confirm that you can access the internet on a device that's connected to the same internet connection as your BizPhone handset.
Make sure your handset is connected correctly to your modem or network switch.
Restart your handset by disconnecting the Ethernet and power cable from the back, then reconnect.
Check your handset is getting an IP address by pressing the OK button once. The handset should display connection options, including an IPv4 address.
Restart your modem.
If no IP address is given after the modem restart, try using an alternate Ethernet cable between your handset and modem.
Connect your handset directly to the modem, bypassing any internal office cabling you may have been using.
Connect your handset to an alternate LAN port on the back of your modem or network switch.
Factory reset your handset by holding the OK button for 10 seconds. While the handset is resetting, keep your eye on the screen to ensure it is trying to connect to the correct server.
If your handset still doesn't show an IP address, Windows users should run an NSLookup test.
Unplug your handset from the modem's LAN port and plug a computer into the same LAN port. Check if the computer can get online.
Is your network set up to deliver static IP addresses to connected devices? BizPhone hardware must be assigned an IP address via DHCP.
Run the BizPhone connection test and make a note of the test result number from both the Speed and VoIP tests.
If you’re still unable to make or receive calls, please email bizsupport@iinet.net.au with your test result numbers and reference this troubleshooting article.

This test is available for Windows users only. If you are unable to complete this test, please call us on 13 86 89 for assistance.

Click Start, then type "cmd" in the search bar.
Open the Command Prompt program.
In Command Prompt, type "nslookup dms.bizphone.tpgtelecom.com.au" then press Enter on your keyboard.
Make note of the IP Address in the nslookup results.
Staying in Command Prompt, type "ping" followed by the IP Address, then press Enter on your keyboard.
If the ping test is successful (example below) then devices on your network can connect to the required server.

If your ping test fails (example below) this means there is an issue with routing traffic to the address from your network.

The following ports must be open to allow traffic flow to the server address:

Destination IP Address	Protocol	Port Number(s)
203.63.96.24	TCP	80, 443
203.63.96.25	TCP	80, 443
203.63.96.26	TCP	80, 443
203.63.96.27	TCP	80, 443
203.63.96.28	TCP	80, 443
203.185.248.15	TCP/UDP	5060
202.92.115.50	TCP/UDP	5060
203.185.248.15	UDP	60000 - 65535
202.92.115.50	UDP	60000 - 65535
203.63.96.15	UDP	123

How to check registration

Check the handset screen for the following icons:

Icon	Description	Notes
	Network unavailable	The handset is not connecting to a network. Confirm your internet connection is online and cables are connected correctly.
	Registered successfully	The handset is connected to a network and the BizPhone server. You should be able to make and receive calls.
	Register failed	The handset is connected to a network but cannot register with our server. Calls cannot be made or received in this state.
	Registering	The handset is attempting to register to the BizPhone server. Calls cannot be made or received in this state.

Troubleshooting Network Unavailable or Handset not registering

Confirm that you can access the internet on a device that's connected to the same internet connection as your BizPhone handset.
Make sure your handset is connected correctly to your modem or network switch.
Restart your handset by disconnecting the Ethernet and power cable from the back, then reconnect.
Check your handset is getting an IP address by pressing the OK button once. The handset should display connection options, including an IPv4 address.
Restart your modem.
If no IP address is given after the modem restart, try using an alternate Ethernet cable between your handset and modem.
Connect your handset directly to the modem, bypassing any internal office cabling you may have been using.
Connect your handset to an alternate LAN port on the back of your modem or network switch.
Factory reset your handset by holding the OK button for 10 seconds. While the handset is resetting, keep your eye on the screen to ensure it is trying to connect to the correct server.
If your handset still doesn't show an IP address, Windows users should run an NSLookup test.
Unplug your handset from the modem's LAN port and plug a computer into the same LAN port. Check if the computer can get online.
Is your network set up to deliver static IP addresses to connected devices? BizPhone hardware must be assigned an IP address via DHCP.
Run the BizPhone connection test and make a note of the test result number from both the Speed and VoIP tests.
If you’re still unable to make or receive calls, please email bizsupport@iinet.net.au with your test result numbers and reference this troubleshooting article.

Please select your handset to view the troubleshooting guide:

If your handset is not listed here, please contact us for assistance.

Here’s how you can set up a compatible bring-your-own (BYO) modem for iiNet nbn Wireless.

Your nbn Phone service and included calls are not available if you use a BYO modem.

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

Modem compatibility
General nbn® Wireless setup guide for any modem

Modem compatibility

To work on iiNet nbn Wireless, your modem must:

Be nbn-ready and able to support your nbn plan speed
Support PPPoE connections by Ethernet WAN
Allow VLAN settings to be changed

For a list of modems tested by our team, see nbn BYO modem requirements.

General nbn® Wireless setup guide for any modem

All modems are different. If this advice doesn’t work for your modem, check the manufacturer’s website for a guide on how to plug in and enter the iiNet settings.

Find your nbn Connection Box (NCB) – this is usually installed on the inside of an exterior wall in your home, sometimes in the garage. Unplug any old modem from the nbn Connection Box and power outlet.
Use an Ethernet cable to connect your modem's WAN or LAN/WAN port to your NCB's UNI-D1 port.

Our email/SMS will tell you if you need to use a different UNI-D port.
Use the power cable to connect your modem's Power port to a power outlet, then turn it on.

If your modem has a power button or switch, turn it on.
Connect a device to your modem. You can use an Ethernet cable to connect a device to one of the LAN or Ethernet ports, or connect via WiFi.

The default WiFi name (SSID) and password can be found on your modem’s barcode sticker.
On your connected device, open your web browser and go to your modem’s gateway address (e.g. http://192.168.1.1). The gateway address and login details can be found on the barcode sticker.

Modems may have a login username and password, or just a password.
Make sure your modem has the following settings. If you’re not sure how to do this, check the manufacturer’s website for a guide.

Mode/Modulation: WAN
Connection Type: PPPoE
VLAN: On or enabled
VLAN Tagging: On or enabled
VLAN ID: 2
You’ll need to enter your iiNet username and password for the PPPoE connection. Your username is in emails from us about your iiNet order, and on your iiNet invoice.

If you forgot your password, you can reset it.
Save your settings and wait 5-10 minutes for your modem to connect.
You should now be online. If you can’t view a website or notice a red or unlit Internet light on your modem, call us on 13 22 58 for help.

We’re fully trained on iiNet modems, but please note that there may be limited support for your BYO modem.

Check the manufacturer's website for a setup guide on how to plug in and enter the iiNet Broadband Settings.

This feature is only available on BizPhone Standard, SoftPhone, Premium and Cordless handsets.

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

Directory features

Local Directory

Contacts are saved to individual handsets.
Add contacts directly or from call history.
Apply different ringtones across contacts and contact groups (Standard and Premium handsets only).

Network Directory

Contacts are saved across all handsets.
See the Global Address Book guide for information.

Blacklist (Standard and Premium handsets only)

Blacklisted contacts are immediately forwarded as per your Call Forward Busy rules.
If no Call Forward Busy rules apply, these contacts are forwarded to Voice mail.
If no Voice mail is set up, these contacts receive a Busy tone.

Standard Handset (T43U, T42S. or T42G) Directory setup

Adding Groups

Select Menu > Directory > Local Directory > Add Group.
Create a name for the group e.g. "Business Contacts" and assign a specific ringtone if desired.
Select Add to save.

Editing Groups

Select Menu > Directory > Local Directory.
Select the contact group and press Option.
Select Detail and press OK.
Edit the contact group as desired and select Save to finish.

Deleting Groups

Select Menu > Directory > Local Directory.
Select the contact group and press Option.
Select Delete and press OK.
Select OK on the warning box to finish.

Adding Contacts Directly

Select Menu > Directory > Local Directory.
Select the contact group and press Option.
Select All Contacts OR a previously created group, then select Add.
Enter the contact name and phone number and adjust the following fields as desired:
- Account can be left as "Auto"
- Ring allows you to assign a specific ring tone to the contact.
- Group allows you to assign the contact to All Contacts, or an existing group.
- Auto-divert make calls from the contact to always divert to another number.
Select Add to save.

Adding Contacts from Call History

Select History.
Find the desired entry and select Option > Add to Contacts > Add.
Enter the contact name and phone number and adjust the Account, Ring, Group and Auto-divert fields as desired.
Select Add to save.

Editing Contacts

Select Menu > Directory > Local Directory.
Select the contact group, All Contacts or Search.
Find the desired contact and select Option.
Select Detail and press OK.
Edit the contact as desired and select Save to finish.

Deleting Contacts

Select Menu > Directory > Local Directory.
Select the contact group, All Contacts or Search.
Find the desired contact and select Option.
Select Delete and press OK.
Select OK on the warning box to finish.

Premium Handset (T48U, T48S or T48G) Directory setup

Adding Groups

Select Directory > Setting > New Group.
Create a name for the group e.g. "Business Contacts".
Select the tick icon to save.

Editing Groups

Select Directory > Setting.
Select the group and edit the name as desired.
Select the tick icon to save.
Press the ringtone icon to specify a ringtone for the group.
Tap OK to save a ringtone change.

Deleting Groups

Select Directory > Setting.
Select the trash button to the left of the group name.
Select OK to finish.

Adding Contacts Directly

Select Directory > Add.
Enter the contact name and phone number and adjust the following fields as desired:
- Group allows you to assign the contact to All Contacts, or an existing group.
- Account can be left as "Auto"
- Ring allows you to assign a specific ring tone to the contact.
- Photo allows a photo to be added (unsupported feature).
- Auto-divert make calls from the contact to always divert to another number.
Select Save to finish.

Adding Contacts From Call History

Select History.
Find the desired contact and select the info icon.
Select Add.
Enter the contact name and phone number and adjust the Group, Account, Ring, Photo and Auto-divert fields as desired.
Select Save to finish.

Editing Contacts

Select Directory.
Find the desired contact and select the info icon.
Edit the contact as desired and select Save to finish.

Deleting Contacts

Select Directory.
Find the desired contact and select the info icon.
Select Delete at the top right of the screen.
Select OK in the warning box to finish.

Cordless Handset (W76P, W60P or W56P) Directory setup

Adding Contacts Directly

Press OK to open the Menu.
Select Directory > Local Dir > Options > New Contact.
Enter the contact name and phone number.
Select Save to finish.

Adding Contacts from Call History

Select History.
Select the desired call location.
Find the desired contact and select Options > Add to Local.
Select New Entry OR Update Existing.
Enter the contact name and phone number.
Select Save to finish.

Editing Contacts

Press OK to open the Menu.
Select Directory > Local Dir.
Find the desired contact and select View or Options.
Edit the contact as desired and select Save to finish.

Deleting Contacts

Press OK to open the Menu.
Select Directory > Local Dir.
Find the desired contact and select Options.
Select Delete.
Select OK on the warning box to finish.