1. Open Outlook and click File in the top left-hand corner of the screen.
   
2. Select Add Account. 
   
3. In the pop-up window, enter your iiNet email address in the text box, then hit Connect. 
   
4. Enter your Password and select Connect.
   
5. Microsoft Outlook will automatically check your email settings and report back with any errors, such as if your email address or password is entered incorrectly.
   Note: If an error is found or settings could not be automatically detected, you should select Change Account Settings and correct your details. Refer to our recommended email settings for more info.
6. If no errors were found, hit Done to finish.
   

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).

The article will explain the status lights found on the Smart Modem Gateway (VX420-G2H), which may be useful during setup and troubleshooting.

*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.

The article will explain the status lights found on the Cable Gateway Pro CG2200 & CG3000 modems, which may be useful during setup and troubleshooting.

The article will explain the status lights found on the TG-789 Broadband Gateway modem, which may be useful during setup and troubleshooting.

The article will explain the status lights found on the TP-Link VR1600v modem, which may be useful during setup and troubleshooting.

1. To check your mailbox storage, log in to iiNet Webmail.
2. Select Settings.
   
3. Your mailbox storage will be shown next to Quota.
   
   Please note: This display will only update after you have logged out and logged back in to Webmail.
   
4. If your mailbox is over the quota limit, your ability to receive email will be interrupted. You must delete emails to reduce the size of your mailbox.
   
5. Before deleting emails, be sure to save any important emails to your computer or another storage device. If you are unsure how to do this or your email software isn't listed below, please check your email software provider's website for support information.
   
   - Back up your email in Microsoft Outlook
   - Archive messages in Outlook for Mac
   - Archive emails in Mac Mail
   - Back up a profile in Mozilla Thunderbird
    
6. To view emails by order of Size, select the 2 Pane view icon in the top right.
   
7. While viewing your Inbox, select Size to sort your mail. A downwards arrow indicates mail sorted by largest to smallest, and an upwards arrow indicates mail sorted by smallest to largest.
   
8. Select emails, then use the Delete button to move them to Trash. You can select More > Select all to select all emails on the page. 
   
   
9. Mail must be emptied from the Trash to truly reduce the size of your mailbox. Select Trash, then click the Empty button and select OK to delete mail permanently.
   
   
10. To automatically empty the Trash each time you log out of Webmail, select Settings, then set Deleted Trash on Logout to ON.
    

Tips for keeping your mailbox under quota

• You may need to delete mail from other folders, not just your inbox.
• Using Webmail to manage your mails is a great option as you are dealing with the mail server directly. Deleting mail from third party email programs may not delete it from the mail server.
• Forwarding emails with images or documents attached can lead to your Sent folder growing in size. Check the size of your email folders on a regular basis.
• Unsubscribe from any regular unwanted emails such as newsletters or sales offers.
• Back up any important emails to your computer or another storage device, rather than using the mail server for long-term storage.
• If you make use of email forwarding, turn off Local Delivery to ensure that emails are forwarded without leaving a copy of them on the mail server. Learn more.