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.

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Here's what the status lights mean on your Smart Modem Gateway (VX420-G2H).

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.

Checking the status lights may be useful during setup and troubleshooting.

Note: There is a WPS button under the lights. Press this to enable WPS search mode.

Here's everything you need to know about iiNet 4G Home Wireless Broadband.

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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.

1. 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.
   
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 10 seconds.
4. Turn the outlet back on and wait approximately 3 minutes for the modem lights to settle, then attempt to view a website.
   
5. 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.
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.

If your Home Wireless Broadband service is running slowly, these steps will help you identify the issue.

1. Turn off your modem and leave it off for at least 10 seconds.
2. Turn your modem back on and wait approximately 3 minutes for the modem lights to settle.
   
3. If your modem's 4G light is red, move your modem to another location, ideally near a window and away from direct sunlight.
4. 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.
5. Unplug all other devices connected to your modem's Ethernet ports (except the device you are testing, if applicable).
6. Turn off or disconnect all other devices connected to your modem's Wi-Fi (except the device you are testing, if applicable).
7. On the device you are testing, close all programs that are using your broadband connection, then run a speed test.
8. 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.
9. Make sure your modem’s Ethernet cables are in good condition. Replace any damaged cables.
10. 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.
11. If you still experience speed issues, please call us on 13 22 58 for further assistance.

Follow the instructions below to set up your Smart Modem Gateway (VX420-G2H) for Home Wireless Broadband.

Note: Your iiNet 4G SIM is already inside your modem. Please don't remove it because the SIM won't work in other devices.

1. 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.
2. Use the supplied power cable to connect the modem’s POWER port to an available power outlet, then turn the modem on using the ON/OFF button.
   
3. Wait approximately 3 minutes for the modem’s Power, 4G, Internet and 2.4GHz/5GHz lights to turn on and settle.
   
4. If the 4G light is red, move your modem to another location, ideally near a window and away from direct sunlight.
5. You can use an additional Ethernet cable to connect a computer to any of the 4 LAN ports.
6. If you wish to connect your devices via Wi-Fi, you'll find the Wi-Fi name (SSID) and password on the barcode sticker 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.

Once Speed Dial 8 has been configured, BizPhone customers can pick up their phone and press a single number of the speed dial (2-9) and then press “Send” to connect a call.

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