1. Restart the handset by disconnecting its power and Ethernet cables for 10 seconds, then reconnect.
  2. Ensure that your internet connection is not dropping out at the same time as your calls. Select your broadband service from the iiHelp menu to get troubleshooting guides for iiNet broadband connections.
  3. Similarly, check if call dropouts are only occurring when a high-demand function is carried out on your network, such as large file uploads, system updates or content streaming. If possible, schedule these functions to run automatically outside of business hours to avoid impact on your BizPhone service.
  4. Run the BizPhone connection test and check the MOS score on the summary page - a score of 4 or lower will most likely result in call issues. Additionally, make a note of the test result number from both the Speed and VoIP tests.
  5. Ensure that the SIP ALG setting is disabled in your modem settings by checking the VoIP test results from your BizPhone connection test.
    Note: iiNet modems have this setting disabled by default.
  6. Consider enabling QOS (Quality of Service) settings in your modem to allot of a portion of your connection bandwidth for VoIP services only. This can greatly reduce the risk of call dropouts.
  7. Whether the issue is constant or intermittent, please take note of affected calls in the following format:

    Number Called From:
    Number Called To:
    Time/ Date of Call:
    Issue Experienced:
  8. If dropouts consistently occur after a certain length of time, or only occur with calls from certain carriers, we may need to investigate a carrier level issue. Please call us on 13 86 89 if your notes indicate this is the case.
  9. If you suspect a handset has been damaged, please call us on 13 86 89.
  10. If you're still unable to make or receive calls, please email bizsupport@iinet.net.au with your test result numbers, and reference this troubleshooting article.
  1. Restart the handset by disconnecting its power and Ethernet cables for 10 seconds, then reconnect.
  2. Ensure that your internet connection is not dropping out at the same time as your calls. Select your broadband service from the iiHelp menu to get troubleshooting guides for iiNet broadband connections.
  3. Similarly, check if call dropouts are only occurring when a high-demand function is carried out on your network, such as large file uploads, system updates or content streaming. If possible, schedule these functions to run automatically outside of business hours to avoid impact on your BizPhone service.
  4. Run the BizPhone connection test and check the MOS score on the summary page - a score of 4 or lower will most likely result in call issues. Additionally, make a note of the test result number from both the Speed and VoIP tests.
  5. Ensure that the SIP ALG setting is disabled in your modem settings by checking the VoIP test results from your BizPhone connection test.
    Note: iiNet modems have this setting disabled by default.
  6. Consider enabling QOS (Quality of Service) settings in your modem to allot of a portion of your connection bandwidth for VoIP services only. This can greatly reduce the risk of call dropouts.
  7. Whether the issue is constant or intermittent, please take note of affected calls in the following format:

    Number Called From:
    Number Called To:
    Time/ Date of Call:
    Issue Experienced:
  8. If dropouts consistently occur after a certain length of time, or only occur with calls from certain carriers, we may need to investigate a carrier level issue. Please call us on 13 86 89 if your notes indicate this is the case.
  9. If you suspect a handset has been damaged, please call us on 13 86 89.
  10. If you're still unable to make or receive calls, please email bizsupport@iinet.net.au with your test result numbers, and reference this troubleshooting article.

Please select your handset to view the troubleshooting guide:

If your handset is not listed here, please contact us for assistance.

  1. Website servers can undergo maintenance or suffer outages just like internet connections. Check the website on Down For Everyone or Just Me. If it's down for everyone, you'll need to wait for the site to start responding. If it's just you, continue troubleshooting.
  2. Try to view the website on a mobile device using your mobile data (not your home WiFi).
  3. Clear your browser cache, then attempt to view the website. Here are guides for popular browsers:
    - Mozilla Firefox Clear cache
    - Google Chrome Clear cache & cookies
    - Apple Safari Clear history, cache & cookies
    - Microsoft Edge Manage and clear cache
  4. Try an alternate web browser such as Google Chrome or Mozilla Firefox. If an alternate browser works, try resetting your browser to default settings:
    - Mozilla Firefox Refresh to default settings
    - Google Chrome Reset to default
    - Apple Safari Remove all website data
    - Microsoft Edge does not currently have a reset function, please use a different browser.
  5. Run a PingPlotter test for the website, then email the results to support@iinet.net.au for further assistance.
  1. Restart the ATA by disconnecting its power and Ethernet cables for 10 seconds, then reconnect.
  2. If possible, use a different Ethernet cable to connect your ATA to your modem.
  3. Ensure that your internet connection is not suffering any issues when audio quality issues are experienced. Select your broadband service from the iiHelp menu to get troubleshooting guides for iiNet broadband connections.
  4. Similarly, check if audio quality issues are only occurring when a high-demand function is carried out on your network, such as large file uploads, system updates or content streaming. If possible, schedule these functions to run automatically outside of business hours to avoid impact on your BizPhone service.
  5. A common cause for audio quality issues is insufficient throughput to provide consistent audio. To check this, disconnect other devices (e.g. computers, mobile phones etc.) from your network until only your BizPhone handset(s) are connected, then make a test call.
  6. If the audio quality was fine while your BizPhone was isolated, begin connecting devices again, one by one. After each device is reconnected, make another test call. If audio quality degrades again, the device that was just reconnected may be exceeding your network's throughput capacity.
  7. Run the BizPhone connection test and check the MOS score on the summary page - a score of 4 or lower will most likely result in audio quality issues. Additionally, make a note of the test result number from both the Speed and VoIP tests.
  8. Ensure that the SIP ALG setting is disabled in your modem settings by checking the VoIP test results from your BizPhone connection test.
    Note: iiNet modems have this setting disabled by default.
  9. Consider enabling QOS (Quality of Service) settings in your modem to allot of a portion of your connection bandwidth for VoIP services only. This can greatly reduce the risk of audio quality issues.
  10. Whether the issue is constant or intermittent, please take note of affected calls in the following format:

    Number Called From:
    Number Called To:
    Time/ Date of Call:
    Issue Experienced:
  11. If you suspect an ATA has been damaged, please call us on 13 86 89.
  12. If you are unable to improve the audio quality of your BizPhone service, please email bizsupport@iinet.net.au with your call notes and test result numbers, and reference this troubleshooting article.
  1. Check the signal strength indicator in the top-left corner of your handset screen. If you have a weak signal, try making calls closer to the base station, or move the base station to a more central location in your workplace.
    Note: A longer Ethernet cable between your modem and base station should not affect audio quality.
  2. Restart the handset by disconnecting the power and Ethernet cables from the base station for 10 seconds, then reconnect.
  3. Ensure that your internet connection is not suffering any issues when audio quality issues are experienced. Select your broadband service from the iiHelp menu to get troubleshooting guides for iiNet broadband connections.
  4. Similarly, check if audio quality issues are only occurring when a high-demand function is carried out on your network, such as large file uploads, system updates or content streaming. If possible, schedule these functions to run automatically outside of business hours to avoid impact on your BizPhone service.
  5. A common cause for audio quality issues is insufficient throughput to provide consistent audio. To check this, disconnect other devices (e.g. computers, mobile phones etc.) from your network until only your BizPhone handset(s) are connected, then make a test call.
  6. If the audio quality was fine while your BizPhone was isolated, begin connecting devices again, one by one. After each device is reconnected, make another test call. If audio quality degrades again, the device that was just reconnected may be exceeding your network's throughput capacity.
  7. Run the BizPhone connection test and check the MOS score on the summary page - a score of 4 or lower will most likely result in audio quality issues. Additionally, make a note of the test result number from both the Speed and VoIP tests.
  8. Ensure that the SIP ALG setting is disabled in your modem settings by checking the VoIP test results from your BizPhone connection test.
    Note: iiNet modems have this setting disabled by default.
  9. Consider enabling QOS (Quality of Service) settings in your modem to allot of a portion of your connection bandwidth for VoIP services only. This can greatly reduce the risk of audio quality issues.
  10. Whether the issue is constant or intermittent, please take note of affected calls in the following format:

    Number Called From:
    Number Called To:
    Time/ Date of Call:
    Issue Experienced:
  11. If you suspect a handset has been damaged, please call us on 13 86 89.
  12. If you are unable to improve the audio quality of your BizPhone service, please email bizsupport@iinet.net.au with your call notes and test result numbers, and reference this troubleshooting article.

Please follow the steps below to set up your TP-Link Archer C4000.

  1. Ensure your nbn Connection Device is turned on.
  2. Plug an Ethernet cable from the yellow Gateway port on your nbn Connection Device into the blue Internet port on your TP-Link router.
    Archer C4000 Internet Port
  3. Plug in the power cable and turn your TP-Link on using the Power button.
    Archer C4000 Power Port+Button
  4. Connect a device to your TP-Link via WiFi or Ethernet cable and go to http://192.168.0.1 in your browser.
  5. Log in with your TP-Link username and password.
  6. Select Advanced, Network then Internet.
  7. Select PPPoE for Internet Connection Type.
  8. Enter your iiNet Username and Password.
  9. Click Save.
  10. Select IPTV.
  11. Tick the Enable checkbox for IPTV. 
  12. Select Custom for ISP Profile.
  13. If your nbn plan was activated before 1 March 2023 or you have nbn Phone included in your service, more settings are needed:
    - Enter 2 in the textbox next to Internet VLAN ID. 
    - Enter 0 (zero) in the textbox next to Internet VLAN Priority.
    - Tick the checkbox for 8021Q Tag.
    - Enter any random number between 2 and 4049 for IP-Phone VLAN ID and IPTV VLAN ID.
  14. Click Save.

Your TP-Link Archer C4000 should now be online. If you're still having issues, please see Improving WiFi Signal or call us on 13 22 58 for further assistance.

  1. Restart the handset by disconnecting its power and Ethernet cables for 10 seconds, then reconnect.
  2. Ensure that your internet connection is not suffering any issues when audio quality issues are experienced. Select your broadband service from the iiHelp menu to get troubleshooting guides for iiNet broadband connections.
  3. Similarly, check if audio quality issues are only occurring when a high-demand function is carried out on your network, such as large file uploads, system updates or content streaming. If possible, schedule these functions to run automatically outside of business hours to avoid impact on your BizPhone service.
  4. A common cause for audio quality issues is insufficient throughput to provide consistent audio. To check this, disconnect other devices (e.g. computers, mobile phones etc.) from your network until only your BizPhone handset(s) are connected, then make a test call.
  5. If the audio quality was fine while your BizPhone was isolated, begin connecting devices again, one by one. After each device is reconnected, make another test call. If audio quality degrades again, the device that was just reconnected may be exceeding your network's throughput capacity.
  6. Run the BizPhone connection test and check the MOS score on the summary page - a score of 4 or lower will most likely result in audio quality issues. Additionally, make a note of the test result number from both the Speed and VoIP tests.
  7. Ensure that the SIP ALG setting is disabled in your modem settings by checking the VoIP test results from your BizPhone connection test.
    Note: iiNet modems have this setting disabled by default.
  8. Consider enabling QOS (Quality of Service) settings in your modem to allot of a portion of your connection bandwidth for VoIP services only. This can greatly reduce the risk of audio quality issues.
  9. Whether the issue is constant or intermittent, please take note of affected calls in the following format:

    Number Called From:
    Number Called To:
    Time/ Date of Call:
    Issue Experienced:
  10. If you suspect a handset has been damaged, please call us on 13 86 89.
  11. If you are unable to improve the audio quality of your BizPhone service, please email bizsupport@iinet.net.au with your call notes and test result numbers, and reference this troubleshooting article.

Please follow the steps below to set up your TP-Link Archer C4000.

  1. Ensure your nbn Connection Box is turned on.
  2. Plug an Ethernet cable from the UNI-D1 port or 2.5G port on your nbn Connection Box into the blue Internet port on your TP-Link router.
    Archer C4000 Internet Port
  3. Plug in the power cable and turn your TP-Link on using the Power button.
    Archer C4000 Power Port+Button
  4. Connect a device to your TP-Link via WiFi or Ethernet cable and go to http://192.168.0.1 in your browser.
  5. Log in with your TP-Link username and password.
  6. Select Advanced, Network then Internet.
  7. Select PPPoE for Internet Connection Type.
  8. Enter your iiNet Username and Password.
  9. Click Save.
  10. Select IPTV.
  11. Tick the Enable checkbox for IPTV. 
  12. Select Custom for ISP Profile.
  13. If your nbn plan was activated before 1 March 2023 or you have nbn Phone included in your service, more settings are needed:
    - Enter 2 in the textbox next to Internet VLAN ID. 
    - Enter 0 (zero) in the textbox next to Internet VLAN Priority.
    - Tick the checkbox for 8021Q Tag.
    - Enter any random number between 2 and 4049 for IP-Phone VLAN ID and IPTV VLAN ID.
  14. Click Save.

Your TP-Link Archer C4000 should now be online. If you're still having issues, please see Improving WiFi Signal or call us on 13 22 58 for further assistance.

  1. Restart the handset by disconnecting its power and Ethernet cables for 10 seconds, then reconnect.
  2. Ensure that your internet connection is not suffering any issues when audio quality issues are experienced. Select your broadband service from the iiHelp menu to get troubleshooting guides for iiNet broadband connections.
  3. Similarly, check if audio quality issues are only occurring when a high-demand function is carried out on your network, such as large file uploads, system updates or content streaming. If possible, schedule these functions to run automatically outside of business hours to avoid impact on your BizPhone service.
  4. A common cause for audio quality issues is insufficient throughput to provide consistent audio. To check this, disconnect other devices (e.g. computers, mobile phones etc.) from your network until only your BizPhone handset(s) are connected, then make a test call.
  5. If the audio quality was fine while your BizPhone was isolated, begin connecting devices again, one by one. After each device is reconnected, make another test call. If audio quality degrades again, the device that was just reconnected may be exceeding your network's throughput capacity.
  6. Run the BizPhone connection test and check the MOS score on the summary page - a score of 4 or lower will most likely result in audio quality issues. Additionally, make a note of the test result number from both the Speed and VoIP tests.
  7. Ensure that the SIP ALG setting is disabled in your modem settings by checking the VoIP test results from your BizPhone connection test.
    Note: iiNet modems have this setting disabled by default.
  8. Consider enabling QOS (Quality of Service) settings in your modem to allot of a portion of your connection bandwidth for VoIP services only. This can greatly reduce the risk of audio quality issues.
  9. Whether the issue is constant or intermittent, please take note of affected calls in the following format:

    Number Called From:
    Number Called To:
    Time/ Date of Call:
    Issue Experienced:
  10. If you suspect a handset has been damaged, please call us on 13 86 89.
  11. If you are unable to improve the audio quality of your BizPhone service, please email bizsupport@iinet.net.au with your call notes and test result numbers, and reference this troubleshooting article.