If your Wi-Fi's running slow, these steps will help you identify the issue.

 

  1. Stand next to your modem and run a speed test.

    Wi-Fi usually has a range of 30 metres indoors, but this can be reduced by walls and other obstacles between your devices and your modem.

  2. If your Wi-Fi is only slow in certain parts of your home, check out our guide on improving Wi-Fi signals.

  3. Make sure that the device you’re using to run speeds tests is the only one connected to your modem. Unplug all other devices from your modem’s Ethernet ports and turn off other devices that are connected to the Wi-Fi.

    If you're using a phone, turn off 4G/5G data to make sure that your phone is using the Wi-Fi.

  4. On your one device, close all other apps using the internet, then run a speed test.

  5. If your speed has improved on a single device, you may be running more devices or apps than your connection can handle at the same time. Some apps run in the background - you should close them if you don't need them.

    If you need your internet to support more devices or apps at the same time, please call us on 13 19 17 to see if you can switch to a different type of internet service that will better suit your needs.

  6. Wi-Fi still slow? If you have an iiNet modem, please call us on 13 22 58 and we'll help you out.

    If you have a third-party modem, please check the manufacturer's website for support.

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

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

To work on iiNet nbn HFC, your modem must:

  • Be nbn-ready and able to support your nbn plan speed
  • Support PPPoE connections by Ethernet WAN

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

 

General nbn® HFC 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.

 

  1. Find your nbn Connection Box (NCB) – this should be connected to your cable wall socket, which may be near another cable wall socket for a cable TV service. Unplug any old modem from the nbn Connection Box and power outlet.

    If your NCB is missing, please call us on 1300 634 515.
  2. Use an Ethernet cable to connect your modem's WAN or LAN/WAN port to your NCB's UNI-D1 or 2.5G port.

    NCBs with 2.5G ports were supplied from 1 October 2024.
  3. 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.
    nbn HFC plugin example
  4. 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.
    Example barcode sticker
  5. 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.
    Example barcode sticker
  6. 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
     
  7. 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.
  8. Save your settings and wait 5-10 minutes for your modem to connect.
  9. 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.
    Example Internet light

 

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

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

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

To work on iiNet nbn FTTC, your modem must:

  • Be nbn-ready and able to support your nbn plan speed
  • Support PPPoE connections by Ethernet WAN

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

 

General nbn® FTTC 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.

 

  1. Find your nbn Connection Box (NCB) – this should be connected to your phone wall socket. Unplug any old modem from the NCB and power outlet.
     
    If your NCB is missing, please call us on 1300 634 515.
  2. Use an Ethernet cable to connect your modem's WAN or LAN/WAN port to your NCB's Gateway port.
  3. 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.
    nbn FTTC plugin example
  4. 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.
    Example barcode sticker
  5. 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.
    Example barcode sticker
  6. 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
     
  7. 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.
  8. Save your settings and wait 5-10 minutes for your modem to connect.
  9. 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.
    Example Internet light

 

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

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

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

To work on iiNet nbn FTTP, your modem must:

  • Be nbn-ready and able to support your nbn plan speed
  • Support PPPoE connections by Ethernet WAN

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

 

General nbn® FTTP 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.

 

  1. Find your nbn Connection Box (NCB) – it's usually installed on the inside of an exterior wall, sometimes in the garage. Unplug any old modem from the NCB and power outlet.
  2. 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.
  3. Use an Ethernet cable to connect your modem's WAN or LAN/WAN port to your NCB's yellow PORT.
     
    NCB has 4 ports? Plug into UNI-D1 or PORT 1 first. If that doesn’t work, try each other port and wait a few minutes to see if your NCB gets a green OPTICAL light. If all NCB lights are off, press the LED ON/OFF button to turn them back on.
    nbn FTTP plugin example
  4. 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/PIN can be found on your modem’s barcode sticker.
    Example barcode sticker
  5. 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.
    Example barcode sticker
  6. 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
     
  7. 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.
  8. Save your settings and wait 5-10 minutes for your modem to connect.
  9. 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.
    Example Internet light

 

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

 

Your choice of modem and how you set it up in your home could stop you from getting the maximum speed of your internet plan. 

Whether you’re re-using a modem from your previous nbn® provider or you bought one from your local computer store, most nbn modems will work with iiNet nbn. However, there are a few exceptions that we'll explain here.

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

High speed nbn® modem requirements

This advice is for standard nbn plans. If you have a high-speed NBN500, nbn Superfast or Ultrafast plan, see High speed nbn modem requirements.

 

Basic BYO nbn® modem requirements

To work on iiNet nbn, your modem must:

  • Be nbn-ready and able to support your nbn plan speed;
  • Support PPPoE connections;
  • (For nbn FTTB/FTTN only) Support VDSL2 connections and SOS/ROC;
  • (For all other types of nbn) Support connections by Ethernet WAN.

Important: If you got iiNet nbn with an iiNet modem, and then replaced it with a BYO modem, your BYO modem must support VLAN tagging.

For the best performance, ensure your device supports Wi-Fi 5 (802.11ac) or later. Older Wi-Fi standards like Wi-Fi 4 (802.11n) or earlier may significantly limit your internet speed.

Modems from previous nbn® providers

Previous nbn® provider Compatible with iiNet nbn®?
Telstra ✅ Compatible
Optus ❌ Not compatible
Dodo ✅ Compatible
Belong ✅ Compatible
Aussie Broadband ✅ Compatible
Buddy Telco ✅ Compatible
Superloop ✅ Compatible
Tangerine ✅ Compatible
TPG ✅ Compatible
Vodafone ✅ Compatible
Internode ✅ Compatible

 

Modems purchased independently

Most nbn-ready modems bought within the past few years will work. Less modems work on nbn FTTB/FTTN because it needs modems to support VDSL2 connections and SOS/ROC.

You can find the make and model of your modem on its barcode sticker.

Manufacturer Modem nbn® FTTB/N All other nbn® types
Amazon Eero 6 ❌ Not compatible ✅ Compatible*
Amazon Eero 6+ ❌ Not compatible ✅ Compatible*
Amazon Eero Pro 6 ❌ Not compatible ✅ Compatible*
ASUS AC1200 ✅ Compatible ❌ Not compatible
ASUS AC1500 ✅ Compatible ❌ Not compatible
ASUS DSL-AC68U ✅ Compatible ❌ Not compatible
ASUS RT-AC68U ❌ Not compatible ✅ Compatible
AVM Fritz!Box 7390 ❌ Not compatible ✅ Compatible
AVM Fritz!Box 7490 ❌ Not compatible ✅ Compatible
AVM Fritz!Box 7530 ✅ Compatible ✅ Compatible
AVM Fritz!Box 7590 ✅ Compatible ✅ Compatible
D-Link AX1800 (DSL-X1852E) ✅ Compatible ✅ Compatible
D-Link AX3000 (DSL-X3052E) ✅ Compatible ✅ Compatible
D-Link COVR-1102 ❌ Not compatible ✅ Compatible
D-Link DIR-879 (Exo AC1900 ❌ Not compatible ✅ Compatible
D-Link DIR-1750 (AC1750) ❌ Not compatible ✅ Compatible
D-Link VIPER 2600 (DSL-3900) ✅ Compatible ✅ Compatible
Netcomm NF20MESH ✅ Compatible ✅ Compatible
Netcomm NL1902 (Vodafone WiFi Hub 2.0) ✅ Compatible ✅ Compatible
Netcomm NL20 (Vodafone WiFi Hub 3.0) ✅ Compatible ✅ Compatible
Netgear D6400 ❌ Not compatible ✅ Compatible
Netgear D7000 ✅ Compatible ✅ Compatible
Netgear D7800 ✅ Compatible ✅ Compatible
Netgear Nighthawk RAX80 ❌ Not compatible ✅ Compatible
Netgear Nighthawk RAX120 ❌ Not compatible ✅ Compatible
Netgear Orbi RBK50 ❌ Not compatible ✅ Compatible
Netgear R6020 ❌ Not compatible ✅ Compatible
Netgear R6120 ❌ Not compatible ✅ Compatible
Telstra Smart Modem 3 ✅ Compatible ✅ Compatible
TP-Link Archer AX10 ❌ Not compatible ✅ Compatible
TP-Link Archer AX6000 ❌ Not compatible ✅ Compatible
Vodafone Super Wi-Fi ✅ Compatible ✅ Compatible
Vodafone WiFi Hub 1.0 ✅ Compatible ✅ Compatible

*Amazon Eero 6/Eero 6 Pro requires minimum software version eeroOS v6.6.1 and eero App version 6.13.0.

 

Modems previously supplied by iiNet

All current iiNet modems are compatible with our nbn services. However, older modems are not compatible or are no longer compatible due to new requirements.

These older modems are still compatible with some types of nbn:

Modem nbn® FTTB/N nbn® FTTC & nbn HFC nbn® FTTP & nbn® Wireless nbn® Satellite
Budii or Budii Lite ❌ Not compatible ❌ Not compatible ✅ Compatible ✅ Compatible
NetComm NB16WV-02 ❌ Not compatible ✅ Compatible ✅ Compatible ✅ Compatible
Huawei HG659 ✅ Compatible ✅ Compatible ✅ Compatible ❌ Not compatible
Technicolor TG-1 Broadband Gateway ❌ Not compatible ✅ Compatible ✅ Compatible ✅ Compatible
Technicolor TG-789 Broadband Gateway ✅ Compatible ✅ Compatible ✅ Compatible ✅ Compatible
TP-Link Archer VR1600v ✅ Compatible ✅ Compatible ✅ Compatible ✅ Compatible
TP-Link VX220-G2V ✅ Compatible ✅ Compatible ✅ Compatible ✅ Compatible
TP-Link VX420-G2H (Smart Modem Gateway) ✅ Compatible ✅ Compatible ✅ Compatible ✅ Compatible
TP-Link VX420-G2V ✅ Compatible ✅ Compatible ✅ Compatible ✅ Compatible

 

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

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

To work on iiNet nbn FTTB/N, your modem must:

  • Be nbn-ready and able to support your nbn plan speed
  • Support PPPoE and VDSL2 connections
  • Have both Save Our Showtime (SOS) and Robust Overhead Channel (ROC) features

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

Important: If an incompatible modem is detected, nbn Co may block your connection to prevent network issues. If you believe an incompatible modem has been plugged in, please call us on 13 22 58 and we can get your connection unblocked.

 

General nbn® FTTB/N 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.

 

  1. Find your phone wall socket – you probably already have a modem plugged in from your last internet service. Unplug any old modem from the phone wall socket and power outlet.
  2. Use a phone cable to connect your modem’s DSL port to your phone wall socket.
  3. 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.
    nbn FTTB/N plugin example
  4. 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.
    Example barcode sticker
  5. 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.
    Example barcode sticker
  6. 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.

    DSL Standard/Mode/Modulation: VDSL2
    Connection Type: PPPoE
    VDSL Profile: 17a Multi Mode
    VDSL Connection Type: PTM
    VLAN: Off or disabled
     
  7. 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.
  8. Save your settings and wait 5-10 minutes for your modem to connect.
  9. 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.
    Example Internet light

 

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

Here's what you need to know about your iiNet invoice.

 

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

 

Where can I get my iiNet invoice?

You can get your invoices at any time from Toolbox. This includes all previous invoices if you need them for tax purposes.

Never logged in to Toolbox before? Check out An Introduction to Toolbox.

 

iiNet Invoice Explained video

 

What reference numbers are on my iiNet invoice?

Your iiNet invoice has your Tax Invoice Number and Customer Number at the top. If you need to call us, your username or customer number will help us quickly find your iiNet account in our systems.

iiNet invoice example showing section with Date of Issue, Tax Invoice number and Customer Number.

 

Where is the amount due and due date on my iiNet invoice?

Your Opening Balance, This Bill Amount and total Amount Due give a top line view of charges incurred and owing. The Due Date is shown next to this section.

iiNet invoice example showing section Opening Balance + This Bill Amount equals total Amount Due, followed by the Due Date.

 

How are charges listed on my iiNet invoice?

Your Account Summary displays a summary of the charges for each type of service you have.

iiNet invoice example Account Summary showing $79.99 Internet and $1.93 Telephony charges.

 

Service Details shows a detailed breakdown of your services and charges. Each charge will include your plan name and service username.

iiNet invoice example Service Details showing Internet - NBN charges

The applicable dates will be shown for each charge. 

iiNet invoice example Monthly Charge with Billed Period: 18 APR 2020 - 18 MAY 2020

Any Pay As You Go calls will be listed in the Telephony section.

iiNet invoice example Netphone call charge - Call Charges until 02/04/2020 $1.93

 

More information

If you have a question about your invoice, call us on 13 22 58 and we'll help you.

Here's what you need to know about your iiNet invoice.

 

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

 

Where can I get my iiNet invoice?

You can get your invoices at any time from Toolbox. This includes all previous invoices if you need them for tax purposes.

Never logged in to Toolbox before? Check out An Introduction to Toolbox.

 

Understanding your iiNet invoice video

 

What reference numbers are on my iiNet invoice?

Your iiNet invoice has your Invoice Number and Account Number at the top. If you need to call us, your Account number will help us quickly find your iiNet account in our systems.

iiNet invoice example - Section showing invoice date, billing period, invoice number and account number.

 

How is the Amount Due for my iiNet invoice calculated?

Your Amount Due is shown just under the reference numbers on your iiNet invoice. The Amount Due is calculated by adding the Opening Balance and the charges on this invoice.

"Opening Balance" means any charges or credits that were already outstanding on your iiNet account, such as previous unpaid invoices, or a credit you got after a service fault.

iiNet invoice example showing section Opening Balance + This Bill Amount equals total Amount Due

 

When do I need to pay my iiNet invoice by?

Your Due Date is shown next to the Amount Due on your iiNet invoice. If you have payment details saved on your iiNet account you don't need to do anything - your payment will be taken automatically by the Due Date.

Note: If your payment details are for a bank account, payment will be taken up to 3 days before the Due Date to make sure the payment has enough time to clear. Credit card payments clear on the same day.

If you've chosen to remove the payment details from your iiNet account, then you need to arrange payment before this due date, including enough time for the payment to clear.

iiNet invoice example Due Date

 

How are charges listed on my iiNet invoice?

The first page of your iiNet Invoice shows an Account Summary that lists the charges for each type of service you have, such as "Internet" and "Telephony".

iiNet invoice example Account Summary showing $79.99 Internet, $0.00 Telephony and $25.00 TV charges.

The following pages of your invoice will break down the charges in full detail, including the service's username or phone number, the plan name, and any applicable discounts.

The dates listed will tell you which billing period the charges apply to. 

iiNet invoice example new charges showing NBN FTTN NBN50 Unlimited PAYG (monthly) for the month in advance (from 01 Aug 2024 to 31 Aug 2024) $79.99 and iiNet Mailbox $0.00 with an Internet Total of $79.99.

Any Pay As You Go calls will be listed in the Usage Details section.

iiNet invoice example NBN Phone PAYG call charge showing Date and Time, Duration, Type, Number Called, Destination, Rate and Total.

 

More information

If you have a question about your invoice, call us on 13 22 58 and we'll help you.

Please click the links below for handy information relating to orders & installations.

A technician will need to visit your place if they need to install equipment, connect wiring, or investigate a fault for your internet service. Here's everything you need to know about installation appointments.

All appointments have a 4-hour window, e.g. 8AM to 12PM.

 

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

 

What kind of work may be done during an installation

  • Installing new equipment inside or outside your home, such as a nbn connection box or phone sockets.
  • Installing of new wiring to connect your home to the network.
  • Testing equipment to make sure it works.
  • Plugging in your modem (in some cases, you may need to do this yourself).

 

What kind of work may be done during a fault investigation

  • Testing equipment inside or outside your home to make sure it works.
  • Testing wiring that connects your home to the network.
  • Testing or adjusting your modem settings.
  • Replacing any faulty equipment or wiring.

 

What happens during a typical appointment

  • When the technician arrives, they'll ask where your modem is and where any phone or cable sockets are in your property.
  • After work is complete, they'll let you know and tell you if there were any issues or if there are any next steps.
  • Most technician visits don't have a fee. In rare cases, you may be quoted extra charges to repair a faulty cable socket or replace a modem. If you accept any extra charges, they'll be billed to your iiNet account. Technicians will never accept cash.

 

How you can help your appointment go smoothly

  • When we confirm your appointment, we'll let you know if someone aged 18+ needs to be home. If someone else will be home in your place, let us know their name and phone number so we can contact them.

  • Before your appointment, make sure your modem and any phone sockets or HFC cable sockets can be reached.

  • If you live in an apartment or block of units, contact strata to make sure the Main Distribution Frame (MDF) will be unlocked during your appointment.

  • Keep your modem plugged in and turned on duirng your appointment.

  • Let the technician know if you have a back-to-base alarm system, Medical Alert equipment or another internet connection on the property.

  • Make sure the technician knows about any safety hazards on your property like asbestos, trip hazards, or recent pest treatments. Keep any animals away from the space where the technician will be working.

 

How to reschedule an appointment

  • If you need to reschedule an nbn connection appointment, you can do so in Toolbox by following this guide.
  • If you need to reschedule a fault appointment, please call us on 13 22 58.

 

What should I do if the technician is a no show?

If your appointment window has passed and no one's showed up, please call us on 13 22 58 and we can help find out what's happened.

In some cases, the technician may have been able to do all the work outside your property. We'll send you an email/SMS when your internet service is ready to use.