This article will explain how to use your iiNet Mobile features through Toolbox, and Quick Codes that you can dial from your phone.

Please note that Premium SMS/MMS services are not available on iiNet Mobile.

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

When you change your iiNet Mobile plan, your new plan will kick in at the start of your next billing period. If your next billing period begins in less than 7 days, your new plan will kick in at the start of the following billing period instead.

Important:

• Any promotional discounts or bundle bonuses won’t carry over to your new mobile plan.
• If you submit multiple plan changes, you may override your previous plan change.

1. Log in to Toolbox.
2. Select Change Plan. Under "Want to try a new plan?", hit the Change Plan button. 
   
3. Choose from the list of available plans. Before you hit Next, make a note of the advice on this page that confirms the date your plan change will occur.
4. You'll see a summary of the change. Use the checkbox to agree to the terms and conditions and then hit Submit.
   
   Most plan changes will happen at the start of your next billing period. You'll receive an email and SMS confirmation when your plan change has been completed. 

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 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.
4. 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.
5. 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.
6. 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.
7. 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.
8. 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:
9. 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.
10. If you suspect an ATA has been damaged, please call us on 13 86 89.
11. 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. 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.
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 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.
4. 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.
5. 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.
6. 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.
7. 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.
8. 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:
9. 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.
10. If you suspect a handset has been damaged, please call us on 13 86 89.
11. 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.

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:

• Standard
• Premium
• Cordless
• ATA

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

Are most websites fine but you can't get to one website? These steps will help identify the issue.

1. The website may just be affected by an outage or planned maintenance. You can check the website on Is It Down Right Now? or Down For Everyone or Just Me. 
    
   If the website has an outage or planned maintenance, you'll need to wait until it's over.
2. Clear your browser cache, then try 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
3. Try visiting the website on a different web browser, like Google Chrome or Mozilla Firefox.
   
   If a different web browser works, try resetting your browser:
   - Mozilla Firefox Refresh to default settings
   - Google Chrome Reset to default
   - Apple Safari Remove all website data
   - Microsoft Edge currently can't be reset, please use a different browser.
4. Run a PingPlotter test for the website and keep the results handy. We'll need them to investigate your issue. 
5. Still can't go to the website? Call us on 13 22 58 and we'll help you.

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.