1. Turn off your modem 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 lights indicate a low signal, move your modem to another location. These tips will help you 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.
   
   Note: If your Signal or 5G lights remain off after rebooting, please call us on 13 22 58 for assistance.
   
   Nokia FastMile 3.2 5G Modem - 5G light off or 1 bar Signal
   Supplied from March 2023
   
   
   Sagemcom 5866 5G Modem - Signal lights 1 bar
   Supplied from April 2022 to March 2023 
   
   
   Nokia FastMile 5G Modem - 5G light red or orange
   Supplied from October 2021 to April 2022 
   Note: The Signal Direction light will indicate the direction of the strongest 5G signal.
   
4. If you're testing your speed on a WiFi device, stand next to your modem and run a speed test to rule out any WiFi signal issues.
   Please note: Your modem will automatically connect your devices to the best available WiFi network (i.e. 5GHz). Older devices may only be able to connect to the slower 2.4GHz WiFi.
5. If your speed has improved, or slow speeds occur on WiFi devices but not devices connected via Ethernet cable, then see our guide on improving WiFi signals.
6. Unplug all other devices connected to your modem's Ethernet ports (except the device you are testing, if applicable).
7. Turn off or disconnect all other devices connected to your modem's WiFi (except the device you are testing, if applicable).
8. On the device you are testing, close all programs that are using your broadband connection, then run a speed test.
9. 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.
   Please 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.
10. Perform a scan on your antivirus/anti-malware software. If any infections are detected, make sure they are quarantined and removed. Please contact your software’s Customer Support if you need assistance.
11. Firewalls may affect broadband performance. Temporarily disable any firewalls and run a speed test.
12. If you still experience speed issues, please call us on 13 22 58 for further assistance.

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.
    
   Nokia FastMile 3.2 5G Modem
   Supplied from March 2023
   
   
   Sagemcom 5866 5G Modem
   Supplied from April 2022 to March 2023 
   
    
   Nokia FastMile 5G Modem
   Supplied from October 2021 to April 2022 
   
2. Ensure your modem is connected correctly, with cables in good condition and plugged in securely.
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.
   
   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 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. If you're testing on a WiFi device, stand next to your modem to rule out any WiFi signal issues. Move further away and monitor the WiFi signal strength.
7. If you lose your WiFi connection in certain parts of your home, see our guide on improving WiFi signals.
8. Attempt to view a website on a device connected to your modem via Ethernet cable, not WiFi. If Ethernet works but WiFi doesn't, see troubleshooting WiFi No Connection.
9. If you can view websites on some devices but not others, see our guide on Browsing issues.
10. 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.

Select your modem to get started:

	Nokia FastMile 3.2 5G Modem (Supplied from 29 March 2023)
	Sagemcom 5866 5G Modem
	Nokia FastMile R1 5G Modem

Note: If you have an old modem that you don't want to keep, please consider eWaste recycling facilities that may be offered by your local council.

Nokia FastMile 3.2 5G Modem

Follow the instructions below to set up your 5G Modem (Nokia FastMile 3.25G modem) for 5G Home Broadband.

First, ensure you have:

• A message from us advising you to plug in your modem.
• An available electrical outlet.
• Unplugged your old broadband modem.

Your iiNet 5G SIM has already been inserted for your convenience. Please do not remove the SIM as it won't work on other devices.

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.
• Using the same spot as your old modem for NBN or other broadband services will not work unless it is in a clear, elevated space near a window.
• You can try different spots if your first spot isn’t giving you a strong signal.
• Use the Nokia WiFi App to achieve the best connection results.

Set up via the Nokia WiFi App

This is available on Android and iOS.

1. Download and open the Nokia WiFi app on a mobile device.
2. Accept permission for “Nokia WiFi” 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 WiFi network
4. In the Nokia WiFi 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 WiFi, there are two options:
- A) Use the WiFi Network name and Password on the barcode sticker on the base of your modem gateway.

- B) (Smartphones only) scan the WiFi 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 WiFi network possible. Older devices may only be able to connect to the slower 2.4GHz WiFi. See Improving WiFi Signal.

Sagemcomm 5866 5G Modem

Follow the instructions below, or watch the video to set up your 5G Modem (Sagemcom 5866) for 5G Home Broadband.

First, ensure you have:

• A message from us advising you to plug in your modem.
• An available electrical outlet.
• Unplugged your old broadband 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 WiFi, there are 3 options:
   - A) Use the WiFi Network name and Password on the barcode sticker on the back of your modem.
   - B) (Smartphones only) scan the WiFi QR code on the modem's barcode sticker.
   - C) Enable WiFi 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 WiFi network possible (i.e. 5GHz). Older devices may only be able to connect to the slower 2.4GHz WiFi. See Improving WiFi Signal.

Nokia FastMile R1 5G Modem

Follow the instructions below to set up your 5G Modem (Nokia FastMile) for 5G Home Broadband.

First, ensure you have:

• A message from us advising you to plug in your modem.
• An available electrical outlet.
• Unplugged your old broadband 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 WiFi, there are 3 options:
   - A) Use the WiFi Network name and Password on the barcode sticker on the base of your modem.
   - B) (Smartphones only) scan the WiFi QR code on the modem's barcode sticker.
   
   - C) Enable WiFi 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 WiFi network possible (i.e. 5GHz). Older devices may only be able to connect to the slower 2.4GHz WiFi. See Improving WiFi 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.

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

If you have multiple accounts with iiNet, you can link your accounts together and manage them using a single login.

Note: When you order more iiNet services using your existing iiNet username, the account for your new services will be automatically linked to your existing account.

To link or unlink your iiNet accounts, please call us on 13 22 58 and we’ll be happy to help.  

• Only an authorised contact may request to link an account.
• Accounts may only be linked if they have the same account holder (full name and date of birth must match).
• After linking your accounts, your payment details and invoices may be combined (for example, prepaid services will continue to be billed separately).
• If your services are combined into a single monthly invoice, you may find adjustments (such as partial monthly fees) on your next invoice to align these services to the same billing period.
• You are responsible for paying for each service under your accounts and you must ensure that your payment method is correct for each of your iiNet services. Learn how.
• You may unlink your accounts at any time by calling us on 13 22 58. If you unlink your accounts, you may lose any bundling offers, invoices will no longer be consolidated, and you'll be required to log into each individual account to manage your services.

Your linked accounts can be seen in Toolbox by selecting Linked Accounts:

Once your accounts are linked, you can switch between your different services using the Select a service to manage drop-down:

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 4G Mobile plans;
• A free replacement modem for your iiNet broadband service.
• Retain your iiNet mailbox for free for 12 months.

To request assistance or discuss options available to you, please call us on 13 22 58 or make an online enquiry.

5G Home Broadband

Speeds are variable and you may experience slower speeds than the applicable maximum during busy periods and other times.

Home Wireless Broadband

*Typical Evening Speeds are subject to change and are measured from 7pm to 11pm. Speeds are not guaranteed and may vary due to the number of users, WiFi signal strength, network infrastructure, network congestion and more.

Speeds are variable and you may experience slower speeds than the applicable maximum during busy periods and other times.

Factors that may affect your connection speed and connectivity

• Location and quality of your modem
  Capability of the hardware including Wi-FI enabled devices and ethernet cables. These tips will help you 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.
   
• Network Congestion
  During periods of congestion, our Home Wireless Broadband and 5G Home Broadband plans may be subject to data de-prioritisation in order to manage the traffic on the Vodafone Network, and you may experience slower speeds than the speeds experienced using our other services.
   
• The weather
  Extreme heat or rain at premises or base station location can impact the speed of your service.
   
• Interference
  Predicted and actual coverage may vary due to the nature of radio based mobile networks and other factors at any specific location, such as distance from the network base station, building materials, and geographic features (hills, buildings and trees etc.).
   
• Latency
  Home Wireless Broadband is not suitable for 4K streaming and may not be suitable for online gaming. 5G Home Broadband is suitable for casual online gaming. Very large files might be slow to load on either service.
   
• WiFi signal interference
  Wi-Fi signal quality may vary due to the number of devices connected, distance from modem, modem proximity to indoor plants/metal objects, connection to 5GHz/2.4GHz Wi-Fi network and any obstacles between devices and modem. Learn how to improve your home or office’s WiFi signal.
   
• Number of connected devices
  When too many devices share the same bandwidth (e.g. many users streaming HD content simultaneously) data flow may become limited and result in slower speeds across each user or device.
   
• Which content is being accessed
  There may be particular issues affecting a specific website or online game (e.g. insufficient server capacity).