Currently, only nbn services may be relocated in Toolbox. If you have another type of broadband service, please call us on 1300 541 714 to lodge a relocation.

1. Log in to Toolbox.
2. Select your nbn service from the list of services to manage.
   
3. Select Moving Home.
4. Read through summary of terms and use the checkbox to confirm that the account holder has given permission for the move, then hit Get started.
   
5. Your account details will load on our website. If you have a Fetch service, you'll be prompted to keep or cancel it.
   
6. Enter your new address in the bar at the top of the screen to check what's available.
   Note: If you do not select your address from the drop-down list of auto-completed addresses, you may get a pop up asking you to confirm address details.
   
7. Your existing broadband service will be selected by default.
   Note: If you change the selection to "Add a new service", you'll order a new service on a new account. Your existing broadband service will not be relocated or disconnected.
8. If you have an existing iiNet modem, we'll check if it's compatible with your new broadband service. If it's not compatible or you have a BYO modem, select your desired modem option.
   Note: nbn Phone services are not available if you choose to BYO modem.
   
9. Choose your desired broadband plan and contract options etc. then hit Sign up now to submit your relocation order. We'll keep you updated on the progress of your order via email and SMS.

You can transfer ownership of your iiNet account to another person if they agree to become the account holder and be responsbile for paying for the iiNet account, including any outstanding charges from the before the date they took ownership.

You and the new account owner are are responsible for settling any amounts you owe each other between yourselves. We won't mediate in any way; we will only send invoices to the new account holder. If you're not comfortable with this, then we recommend that you do not transfer ownership and the other person can order a new service.

 

1. To transfer ownership of your account into someone else’s name, call us on 13 22 58.
2. Once you agree to the terms and conditions of the transfer, we’ll place a temporary authorisation on the account and the new owner will have 60 days to complete the transfer.
    
   If the new owner is with you when you call, you can put them on the phone to complete the transfer.
3. The new owner will need to provide:
    
   - At least two forms of accepted identification;
   - Their bank account or credit/debit card details;
   - Their iiNet account number, if they have one.
    
   If the new owner doesn’t already have an iiNet account, they’ll need to pass our credit check.
   
   Note: To transfer a number into a company name, the new owner must be an authorised signatory for the company, and they will need to provide the ABN/ACN and their drivers' licence number.

Please note: If you have customised your BizPhone handset in any way, such as adding contacts to the directory or changing ringtone settings, these will be removed after a factory reset. However, the Global Address Book will not be affected.

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

If you want to make use any calls, text or data that isn't included in your iiNet mobile plan, you'll need to top up your Prepaid Balance in Toolbox.

 

1. Log in to Toolbox.
2. Select Manage Prepaid Balance.
3. Select the amount to top up ($10, $20, $50, $100 or $200) and hit Review order. 
   
4. You'll see a summary of your purchase. Use the checkbox to agree to the terms and conditions.
   
5. Next, select your payment method. An immediate payment using your existing payment method is selected by default. Hit Proceed if you wish to continue and your prepaid balance will be applied after your payment clears.
   Note: Payments via direct debit may take up to 3 business days to clear. Payment via credit card is recommended for the fastest top up.
   
6. Alternatively, select Credit Card and enter the Cardholder Name, Credit Card Name, Expiry Date and CVC to make an immediate payment via credit card. Select Make payment and your prepaid balance will be applied after your payment clears.
   Note: Credit card payments typically clear within the hour. 3% surcharge applies for Amex. Ticking the "Save details for all future payments" box will overwrite the payment method for your regular iiNet invoices.
   

If you have a third party modem, please consult your modem's user manual or check the manufacturer's website for support information.

Select your modem:

	Wi-Fi Max Modem
	Wi-Fi Max 5G Modem
	Nokia FastMile 3.2 5G Modem
	Smart Modem Gateway (VX420-G2H)
	VX220-G2V Modem
	VX420-G2V Modem
	Sagemcom 5866 5G Modem
	Nokia FastMile 5G Modem
	TP-Link VR1600v
	TG-789 Broadband Gateway
	Cable Gateway Pro (CG3000)
	Cable Gateway Pro (CG2200)

 

Wi-Fi Max Modem

From the My Internet Connect App

1. Open the App on your device.
2. Tap on the settings icon.
3. Under Network Management, select Wi-Fi Settings.
4. Enter your desired new password in the Wi-Fi Password field
5. Enter your Wi-Fi name and Password as desired then click the blue tick at the top right of the screen.
   Note: If Band Steering is toggled OFF, you will need to update the password for both 2.4GHz and 5GHz Wi-Fi. We recommend you use the 5GHz Wi-Fi unless your devices are too old to connect to the 5GHz network.
6. The app will start to update the network details. This will take 2-3 minutes to complete.
7. Select Save at the top of the screen to save your settings. If your device is connected over Wi-Fi, you'll need to reconnect using your new password.
   

From the Modem Dashboard

1. Open your web browser and go to 192.168.1.1.
2. Log in with the Login Password found on the modem's barcode sticker or use your custom password.
   
3. From the left pane, click Wi-Fi.
4. Under Basic, enter your desired new password in the Wi-Fi Password field.
   Note: If Band Steering is toggled OFF, you will need to update the password for both 2.4GHz and 5GHz Wi-Fi. We recommend you use the 5GHz Wi-Fi unless your devices are too old to connect to the 5GHz network.
5. Enter your Wi-Fi name and Password as desired.
6. Hit Save Settings to finish. If your device is connected over Wi-Fi, you'll need to reconnect using your new password.
   

 

Wi-Fi Max 5G Modem (5FWA2025)

From the My Internet Connect App

1. Open the App on your device.
2. Tap on the settings icon.
3. Under Network Management, select Wi-Fi Settings.
4. Enter your desired new password in the Wi-Fi Password field
5. Enter your Wi-Fi name and Password as desired then click the blue tick at the top right of the screen.
   Note: If Band Steering is toggled OFF, you will need to update the password for both 2.4GHz and 5GHz Wi-Fi. We recommend you use the 5GHz Wi-Fi unless your devices are too old to connect to the 5GHz network.
6. The app will start to update the network details. This will take 2-3 minutes to complete.
7. Select Save at the top of the screen to save your settings. If your device is connected over Wi-Fi, you'll need to reconnect using your new password.
   

From the Modem Dashboard

1. Open your web browser and go to 192.168.1.1.
2. Log in with the Login Password found on the modem's barcode sticker or use your custom password.
   
3. From the left pane, click Wi-Fi.
4. Under Basic, enter your desired new password in the Wi-Fi Password field.
   Note: If Band Steering is toggled OFF, you will need to update the password for both 2.4GHz and 5GHz Wi-Fi. We recommend you use the 5GHz Wi-Fi unless your devices are too old to connect to the 5GHz network.
5. Enter your Wi-Fi name and Password as desired.
6. Hit Save Settings to finish. If your device is connected over Wi-Fi, you'll need to reconnect using your new password.
   

 

Nokia FastMile 3.2 5G Modem

Using the Nokia Wi-Fi App

1. Open the Nokia Wi-Fi App.
2. Select Settings.
3. Under Wi-Fi Networks, select the Network Name – by default, this is NOKIA-XXXX.
   
4. Click the Pencil icon at the top right of the screen.
   
5. Enter your Wi-Fi name and Password as desired then click the blue tick at the top right of the screen.
   
6. A pop up will appear advising that you will need to connect devices to the new network name. Click Ok, got it.
7. The app will start to update the network details. This will take 2-3 minutes to complete.
8. Reconnect your devices with your new Wi-Fi name and/or password.

Using the Web GUI

1. On a device that's connected to your modem, open your web browser and go to 192.168.1.1. The service overview page will load
2. From the left pane, select Network.
3. From the Wi-Fi Networks dropdown, select 2.4GHz.
4. Log in with the default username “admin” and the unique default password on your modem's barcode sticker, or use your custom password.
   
5. Enter your Wi-Fi name and Password as desired.
6. Click Save Changes.
   Note: If Enable Single SSID is ON, any changes you make to the 2.4GHz Wireless Network will also need to be changed on the 5GHz network or the Single SSID will not work. Please follow the steps above to change the 5GHz network Wi-Fi name (SSID Name) and Password (Wi-Fi Key).
   
7. Reconnect your devices with your new Wi-Fi name and/or password.
   Note: You can view the Wi-Fi Password anytime by selecting the eye icon.
   

 

Smart Modem Gateway (VX420-G2H)

1. On a device that's connected to your modem, open your web browser and go to http://192.168.1.1
2. Log in with the default password “admin”, or use your custom password.
3. Select the Wireless tab.
4. Under the desired Wi-Fi network, enter your desired new password in the Password field.
   Note: If Band Steering is turned off, we recommend you use the 5GHz Wi-Fi instead of the slower 2.4GHz Wi-Fi unless your devices are too old to connect with the 5GHz Wi-Fi.
5. Hit Save to finish. If your device is connected over Wi-Fi, you'll need to reconnect using your new password.
   

 

VX220-G2V Modem

 

1. On a device that’s connected to your modem via Ethernet or Wi-Fi, open your web browser and go to http://192.168.1.1
2. Log in with the unique default password found on your modem's barcode sticker, or use your custom password.
   
3. Select the Wireless tab.
4. Under the desired Wi-Fi network, enter your desired new password in the Password field.
   Note: If Band Steering is turned off, we recommend you use the 5GHz Wi-Fi instead of the slower 2.4GHz Wi-Fi unless your devices are too old to connect with the 5GHz Wi-Fi.
5. Hit Save to finish. If your device is connected over Wi-Fi, you'll need to reconnect using your new password.
   

 

VX420-G2V Modem

1. On a device that's connected to your modem, open your web browser and go to http://192.168.1.1
2. Log in with the default password “admin”, or use your custom password.
3. Select the Wireless tab.
4. Under the desired Wi-Fi network, enter your desired new password in the Password field.
   Note: If Band Steering is turned off, we recommend you use the 5GHz Wi-Fi instead of the slower 2.4GHz Wi-Fi unless your devices are too old to connect with the 5GHz Wi-Fi.
5. Hit Save to finish. If your device is connected over Wi-Fi, you'll need to reconnect using your new password.
   

 

Sagemcom 5866

1. On a device that's connected to your modem via Ethernet or Wi-Fi, open your web browser and go to http://192.168.1.1
2. Log in with the default username “admin” and the unique default password on your modem's barcode sticker, or use your custom credentials.
   
3. Select the cog icon on the Wi-Fi 2.4GHz or 5GHz panel.
   
4. Enter your Wi-Fi name (SSID) and Password as desired. Make sure the SSIDs and passwords match for both 2.4GHz and 5GHz – this lets devices automatically switch between networks for the best Wi-Fi signal.
   
5. Select Apply at the bottom of the page, then reconnect your devices with your new Wi-Fi name and/or password.

 

Nokia FastMile 5G Modem

1. On a device that's connected to your modem, open your web browser and go to http://192.168.1.254
2. Log in with the default username “userAdmin” and the unique default password on your modem's barcode sticker, or use your custom password.
   
3. Select Network.
4. Select Wireless (2.4GHz).
5. Enter your Wi-Fi name (SSID Name) and Password (WPA Key) as desired.
   
6. Select Save at the bottom of the page.
7. Next, select Wireless (5GHz).
8. If you made any changes to the 2.4GHz Wireless, enter the same Wi-Fi name (SSID Name) and Password (WPA Key) for the 5GHz Wireless.
   
   Important: When the SSIDs and passwords match for both 2.4GHz and 5GHz, devices can automatically switch between networks for the best Wi-Fi signal.
   
9. Select Save to finish, then reconnect your devices with your new Wi-Fi name and/or password.

 

TP-Link VR1600v

1. On a device that's connected to your modem, open your web browser and go to http://192.168.1.1
2. Log in with the default username "admin" and default password “admin”, or use your custom login details.
3. Select the Wireless tab.
4. Under "5GHz Wireless network", enter your desired new password in the Password field.
   Note: We recommend you use the 5GHz Wi-Fi instead of the slower 2.4GHz Wi-Fi unless your devices are too old to connect with the 5GHz Wi-Fi.
5. Hit Save to finish. If your device is connected over Wi-Fi, you'll need to reconnect using your new password.
   

 

TG-789 Broadband Gateway

1. On a device that's connected to your modem, open your web browser and go to http://10.1.1.1.
2. Log in with the unique default password printed on the modem's barcode sticker (example below) or use your custom login details.
   
3. On the dashboard, select the Wireless panel.
   
     
4. Select your 5GHz Wi-Fi network from the list. By default, this will be listed under "ACCESS POINTS 5GHZ" with "5G" at the end of the name.
   Note: We recommend you use the 5GHz Wi-Fi instead of the slower 2.4GHz Wi-Fi unless your devices are too old to connect with the 5GHz Wi-Fi.
   
5. Under "Access Point", enter your desired new password in the Wireless Password field.
6. Hit Save to finish. If your device is connected over Wi-Fi, you'll need to reconnect using your new password.
   

 

Cable Gateway Pro (CG3000)

1. On a device that's connected to your modem, open your web browser and go to http://192.168.0.1
2. Log in with the username "admin" and the unique default password found on your modem's barcode sticker, or use your custom password.
   
3. Select Wireless, then Security.
4. For Select SSID, select the name ending in either "-5G" (for the 5GHz Wi-Fi) or "-2G" (for the 2.4GHz Wi-Fi) depending on which Wi-Fi password you'd like to change.
   Note: We recommend you use the 5GHz Wi-Fi instead of the slower 2.4GHz Wi-Fi unless your devices are too old to connect to 5GHz Wi-Fi.
5. Ensure that Network Authentication is set to WPA2-PSK.
6. Enter your desired new password in the WiFi Password field.
7. Hit Apply/Save to finish. If your device is connected over Wi-Fi, you'll need to reconnect using your new password.
   

 

Cable Gateway Pro (CG2200)

1. On a device that's connected to your modem, open your web browser and go to http://192.168.0.1
2. Log in with the default username "admin" and default password “admin”, or use your custom login details.
3. Select the 2.4GHz or 5GHz tab, depending on which Wi-Fi password you'd like to change.
   Note: We recommend you use the 5GHz Wi-Fi instead of the slower 2.4GHz Wi-Fi unless your devices are too old to connect with the 5GHz Wi-Fi.
4. Select Primary Network in the left-hand column.
5. Enter your desired new password in the Password field.
6. Hit Apply to finish. If your device is connected over Wi-Fi, you'll need to reconnect using your new password.
   

 

You can check the data usage for your iiNet Mobile service at any time. We'll also let you know when you've hit 50%, 85% and 100% of your monthly mobile data - the same goes for any other monthly plan inclusions, like international minutes. 

Note: Usage records in Toolbox may be delayed by up to 48 hours.

1. Log in to Toolbox.
2. Select Mobile Usage.
   
3. Your mobile data usage for the current billing cycle will be shown by default. You can use the Date range drop-down to view usage for a previous billing cycle.
   
4. Select Data to view your data history. All type of data usage will be shown by default.
   Note: Usage records may be delayed by up to 48 hours
   
5. You can use the filter buttons to see data usage In Australia or data usage during International Roaming.
   
6. Select Talk & Text to view your call and text history. You can use the Date range drop-down at the top of the page to view usage for a previous billing cycle.
   Note: Usage records may be delayed by up to 48 hours.
   

For more information about setting up your BizPhone Queue, see our video tutorials.

If you have requested a Queue to be added to your BizPhone service, you are able to set up two different audio types:

• An Entrance Announcement which plays when a call enters the queue; and
• An On-Hold Announcement which plays when a call in the queue is placed on hold.

Audio you upload in this section can also be accessed and used for other BizPhone features.

 

1. Log in to Frontier Portal. If you have never logged in before, please watch this video.
2. Select the arrow next to Advanced Features to expand the options.
   
3. Select Upload Announcement.
   
4. Use the Browse button to select your audio file, then select Update to save. Repeat these steps if you wish to upload multiple audio files.
   Note: See below for detailed information about audio file requirements.
   
5. Next, return to the BizPhone Admin page in Frontier and select your BizPhone Queue.
   
6. If you wish to set up an Entrance Announcement, set the Play entrance announcement switch to ON.
7. Select Custom and select your desired entrance announcement audio from the list of previously uploaded audio.
   
8. If you wish to set up an On-Hold Announcement, set the Enabled Media On-Hold announcement switch to ON.
9. Select Custom and select your desired on-hold announcement audio from the list of previously uploaded audio.
   
10. Select Update to finish.
    

 

Your audio file must meet the following specifications:

Audio file format	Specifications
.WAV	8.000 or 16.00kHz 8 or 16 bit mono U law, A law or PCM
.WMA	8.000 or 16.00kHz 16 bit mono U law, A law or PCM
Both .WAV and .WMA	Maximum audio length 2 minutes for voice mail greetings and custom ringback user/group. Maximum audio length 10 seconds for user's personalised name. Maximum audio length 10 minutes for Music on Hold greeting. Maximum audio length 5 minutes for all other services.

If required, click here to search for online audio conversion sites to find one that best suits you.

You can upload your own custom audio to replace the default piano music which is played when you place a call on hold. Audio you upload in this section can also be accessed and used for other BizPhone features.

 

1. Log in to Frontier Portal. If you have never logged in before, please watch this video.
2. Select the arrow next to vPBX Music on Hold to expand the options.
   
3. Set the Enable music/video during Call Hold switch to ON.
   
4. Select Custom Music/Video File.
5. Choose from an existing audio file, or select Upload new audio file and use the Browse button to select your audio file.
   Note: See below for detailed information about audio file requirements.
6. Select Update to finish. Your selected audio will now play to callers whenever a call is placed on hold.
   

 

Your audio file must meet the following specifications:

Audio file format	Specifications
.WAV	8.000 or 16.00kHz 8 or 16 bit mono U law, A law or PCM
.WMA	8.000 or 16.00kHz 16 bit mono U law, A law or PCM
Both .WAV and .WMA	Maximum audio length 2 minutes for voice mail greetings and custom ringback user/group. Maximum audio length 10 seconds for user's personalised name. Maximum audio length 10 minutes for Music on Hold greeting. Maximum audio length 5 minutes for all other services.

If required, click here to search for online audio conversion sites to find one that best suits you.

When the same issue is affecting multiple handsets, it is unlikely that a single device is faulty. Please see our BizPhone troubleshooting guides on iiHelp for more information.

 

1. If relevant, please see if our troubleshooting guides for Can’t Make/Receive Calls, No Registration, Call Dropouts or Poor Audio Quality were able to resolve your handset issue.
2. Restart the ATA by disconnecting its power cable for 10 seconds, then reconnect.
   
3. Ensure the Ethernet, power and phone cables are connected securely to your ATA.
   
4. Plug the ATA into an alternative electrical socket and check if the issue persists.
5. Connect the ATA to your modem using an alternative Ethernet cable and check if the issue persists.
6. If the issue persists, make a note of the Serial number and MAC address on your ATA's barcode sticker:
   
7. Please email bizsupport@iinet.net.au with the following details:
   
   - Name
   - Contact Number
   - Company Name and Delivery Address
   - ATA Serial number and MAC address
   - Hardware Model and BizPhone number associated with it
   - Replacement reason