Currently, only nbn services may be relocated in Toolbox. If you have another type of broadband service, please call us on 1300 541 714 to lodge a relocation.

1. Log in to Toolbox.
2. Select your nbn service from the list of services to manage.
   
3. Select Moving Home.
4. Read through summary of terms and use the checkbox to confirm that the account holder has given permission for the move, then hit Get started.
   
5. Your account details will load on our website. If you have a Fetch service, you'll be prompted to keep or cancel it.
   
6. Enter your new address in the bar at the top of the screen to check what's available.
   Note: If you do not select your address from the drop-down list of auto-completed addresses, you may get a pop up asking you to confirm address details.
   
7. Your existing broadband service will be selected by default.
   Note: If you change the selection to "Add a new service", you'll order a new service on a new account. Your existing broadband service will not be relocated or disconnected.
8. If you have an existing iiNet modem, we'll check if it's compatible with your new broadband service. If it's not compatible or you have a BYO modem, select your desired modem option.
   Note: nbn Phone services are not available if you choose to BYO modem.
   
9. Choose your desired broadband plan and contract options etc. then hit Sign up now to submit your relocation order. We'll keep you updated on the progress of your order via email and SMS.

To transfer ownership of your account into someone else’s name, please call us on 13 22 58.

Once you agree to the terms and conditions of the transfer, we’ll place a temporary authorisation on the account and the new owner will have 30 days to complete the transfer. If the new owner is with you when you call, you can put them on the phone to complete the transfer.

The new owner will need to provide at least two forms of accepted identification, and their bank account or credit/debit card details. If the new owner already has an existing iiNet account, they’ll need to provide their account number. If the new owner isn’t with iiNet, they’ll need to pass our credit check.

To transfer a number into a company name, the new owner must be an authorised signatory for the company, and they will need to provide the ABN/ACN and their drivers licence number.

Invoices when changing account ownership

Our billing system cannot split charges between previous and current account holders. As soon as the new account holder is added to the account, they are responsible for paying the full amount of all subsequent invoices and charges for the account, including charges dated from before the date they took ownership.

Both parties are responsible for settling any amounts they owe each other amongst themselves. iiNet will not mediate in any way; we will only issue the invoice for all charges due to the new account holder.

The potential new account holder will be informed of this risk by our customer service rep while processing the change of ownership. If either party doesn't feel comfortable, the change of ownership will not proceed. You can instead close your account and the other party may apply for a new account of their own.

Please note: If you have customised your BizPhone handset in any way, such as adding contacts to the directory or changing ringtone settings, these will be removed after a factory reset. However, the Global Address Book will not be affected.

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Your prepaid balance is used for all calls, text and data that aren’t part of your monthly plan, such as additional data blocks. You can choose if and when to top up, so you’re in complete control of your spend – with no nasty bill shock surprises at the end of the month.

1. Log in to Toolbox.
2. Select Manage Prepaid Balance.
3. Select the amount to top up ($10, $20, $50, $100 or $200) and hit Review order. 
   
4. You'll see a summary of your purchase. Use the checkbox to agree to the terms and conditions.
   
5. Next, select your payment method. An immediate payment using your existing payment method is selected by default. Hit Proceed if you wish to continue and your prepaid balance will be applied after your payment clears.
   Note: Payments via direct debit may take up to 3 business days to clear. Payment via credit card is recommended for the fastest top up.
   
6. Alternatively, select Credit Card and enter the Cardholder Name, Credit Card Name, Expiry Date and CVC to make an immediate payment via credit card. Select Make payment and your prepaid balance will be applied after your payment clears.
   Note: Credit card payments typically clear within the hour. 3% surcharge applies for Amex. Ticking the "Save details for all future payments" box will overwrite the payment method for your regular iiNet invoices.
   

If you have a third party modem, please consult your modem's user manual or check the manufacturer's website for support information.

Select your modem:

	Nokia FastMile 3.2 5G Modem (Supplied from 29 March 2023)
	Smart Modem Gateway (VX420-G2H)
	VX220-G2V Modem
	VX420-G2V Modem
	Sagemcom 5866 5G Modem
	Nokia FastMile 5G Modem
	TP-Link VR1600v
	TG-789 Broadband Gateway
	Cable Gateway Pro (CG3000)
	Cable Gateway Pro (CG2200)

Note: If your modem is not listed here, please refer to our Legacy Resources page.

Nokia FastMile 3.2 5G Modem

Using the Nokia WiFi App

1. Open the Nokia Wifi App.
2. Select Settings.
3. Under Wi-Fi Networks, select the Network Name – by default, this is NOKIA-XXXX.
   
4. Click the Pencil icon at the top right of the screen.
   
5. Enter your WiFi name and Password as desired then click the blue tick at the top right of the screen.
   
6. A pop up will appear advising that you will need to connect devices to the new network name. Click Ok, got it.
7. The app will start to update the network details. This will take 2-3 minutes to complete.
8. Reconnect your devices with your new WiFi name and/or password.

Using the Web GUI

1. On a device that's connected to your modem, open your web browser and go to 192.168.1.1. The service overview page will load
2. From the left pane, select Network.
3. From the Wi-Fi Networks dropdown, select 2.4GHz.
4. Log in with the default username “admin” and the unique default password on your modem's barcode sticker, or use your custom password.
   
5. Enter your WiFi name and Password as desired.
6. Click Save Changes.
   Note: If Enable Single SSID is ON, any changes you make to the 2.4GHz Wireless Network will also need to be changed on the 5GHz network or the Single SSID will not work. Please follow the steps above to change the 5GHz network WiFi name (SSID Name) and Password (Wi-Fi Key).
   
7. Reconnect your devices with your new WiFi name and/or password.
   Note: You can view the WiFi Password anytime by selecting the eye icon.
   

Smart Modem Gateway (VX420-G2H)

1. On a device that's connected to your modem, open your web browser and go to http://192.168.1.1
2. Log in with the default password “admin”, or use your custom password.
3. Select the Wireless tab.
4. Under the desired WiFi network, enter your desired new password in the Password field.
   Note: If Band Steering is turned off, we recommend you use the 5GHz WiFi instead of the slower 2.4GHz WiFi unless your devices are too old to connect with the 5GHz WiFi.
5. Hit Save to finish. If your device is connected over WiFi, you'll need to reconnect using your new password.
   

VX220-G2V Modem

1. On a device that’s connected to your modem via Ethernet or WiFi, open your web browser and go to http://192.168.1.1
2. Log in with the unique default password found on your modem's barcode sticker, or use your custom password.
   
3. Select the Wireless tab.
4. Under the desired WiFi network, enter your desired new password in the Password field.
   Note: If Band Steering is turned off, we recommend you use the 5GHz WiFi instead of the slower 2.4GHz WiFi unless your devices are too old to connect with the 5GHz WiFi.
5. Hit Save to finish. If your device is connected over WiFi, you'll need to reconnect using your new password.
   

VX420-G2V Modem

1. On a device that's connected to your modem, open your web browser and go to http://192.168.1.1
2. Log in with the default password “admin”, or use your custom password.
3. Select the Wireless tab.
4. Under the desired WiFi network, enter your desired new password in the Password field.
   Note: If Band Steering is turned off, we recommend you use the 5GHz WiFi instead of the slower 2.4GHz WiFi unless your devices are too old to connect with the 5GHz WiFi.
5. Hit Save to finish. If your device is connected over WiFi, you'll need to reconnect using your new password.
   

Sagemcom 5866

1. On a device that's connected to your modem via Ethernet or WiFi, open your web browser and go to http://192.168.1.1
2. Log in with the default username “admin” and the unique default password on your modem's barcode sticker, or use your custom credentials.
   
3. Select the cog icon on the Wi-Fi 2.4GHz or 5GHz panel.
   
4. Enter your WiFi name (SSID) and Password as desired. Make sure the SSIDs and passwords match for both 2.4GHz and 5GHz – this lets devices automatically switch between networks for the best WiFi signal.
   
5. Select Apply at the bottom of the page, then reconnect your devices with your new WiFi name and/or password.

Nokia FastMile 5G Modem

1. On a device that's connected to your modem, open your web browser and go to http://192.168.1.254
2. Log in with the default username “userAdmin” and the unique default password on your modem's barcode sticker, or use your custom password.
   
3. Select Network.
4. Select Wireless (2.4GHz).
5. Enter your WiFi name (SSID Name) and Password (WPA Key) as desired.
   
6. Select Save at the bottom of the page.
7. Next, select Wireless (5GHz).
8. If you made any changes to the 2.4GHz Wireless, enter the same WiFi name (SSID Name) and Password (WPA Key) for the 5GHz Wireless.
   
   Important: When the SSIDs and passwords match for both 2.4GHz and 5GHz, devices can automatically switch between networks for the best WiFi signal.
   
9. Select Save to finish, then reconnect your devices with your new WiFi name and/or password.

TP-Link VR1600v

1. On a device that's connected to your modem, open your web browser and go to http://192.168.1.1
2. Log in with the default username "admin" and default password “admin”, or use your custom login details.
3. Select the Wireless tab.
4. Under "5GHz WiFi network", enter your desired new password in the Password field.
   Note: We recommend you use the 5GHz WiFi instead of the slower 2.4GHz WiFi unless your devices are too old to connect with the 5GHz WiFi.
5. Hit Save to finish. If your device is connected over WiFi, you'll need to reconnect using your new password.
   

TG-789 Broadband Gateway

1. On a device that's connected to your modem, open your web browser and go to http://10.1.1.1.
2. Log in with the unique default password printed on the modem's barcode sticker (example below) or use your custom login details.
   
3. On the dashboard, select the Wireless panel.
   
     
4. Select your 5GHz WiFi network from the list. By default, this will be listed under "ACCESS POINTS 5GHZ" with "5G" at the end of the name.
   Note: We recommend you use the 5GHz WiFi instead of the slower 2.4GHz WiFi unless your devices are too old to connect with the 5GHz WiFi.
   
5. Under "Access Point", enter your desired new password in the Wireless Password field.
6. Hit Save to finish. If your device is connected over WiFi, you'll need to reconnect using your new password.
   

Cable Gateway Pro (CG3000)

1. On a device that's connected to your modem, open your web browser and go to http://192.168.0.1
2. Log in with the username "admin" and the unique default password found on your modem's barcode sticker, or use your custom password.
   
3. Select Wireless, then Security.
4. For Select SSID, select the name ending in either "-5G" (for the 5GHz WiFi) or "-2G" (for the 2.4GHz WiFi) depending on which WiFi password you'd like to change.
   Note: We recommend you use the 5GHz WiFi instead of the slower 2.4GHz WiFi unless your devices are too old to connect to 5GHz WiFi.
5. Ensure that Network Authentication is set to WPA2-PSK.
6. Enter your desired new password in the WiFi Password field.
7. Hit Apply/Save to finish. If your device is connected over WiFi, you'll need to reconnect using your new password.
   

Cable Gateway Pro (CG2200)

1. On a device that's connected to your modem, open your web browser and go to http://192.168.0.1
2. Log in with the default username "admin" and default password “admin”, or use your custom login details.
3. Select the 2.4GHz or 5GHz tab, depending on which WiFi password you'd like to change.
   Note: We recommend you use the 5GHz WiFi instead of the slower 2.4GHz WiFi unless your devices are too old to connect with the 5GHz WiFi.
4. Select Primary Network in the left-hand column.
5. Enter your desired new password in the Password field.
6. Hit Apply to finish. If your device is connected over WiFi, you'll need to reconnect using your new password.
   

What are the available payment methods?

For your convenience, iiNet debits payments automatically from your nominated bank account or credit card. You can update your payment details at any time in Toolbox.

Is iiNet Mobile a prepaid service or a post-paid service?

iiNet Mobile is a prepaid service. Your monthly mobile plan fee is renewed automatically using your nominated payment details.

Excess charges are taken out of your optional prepaid balance, which you can top up at any time in Toolbox. If insufficient funds are in your prepaid balance, excess usage will be unavailable.

What are the initial charges when I sign up with iiNet Mobile?

Your initial charge will be automatically debited using your nominated payment details. This initial charge includes your first monthly plan fee and any prepaid balance you chose to add during signup.

When do I get charged for my monthly mobile plan fee?

iiNet operates on a monthly billing cycle, billed in advance. Your billing cycle will begin when you activate your iiNet SIM, and you will be charged for your next billing cycle 7 days before it begins. For example:

• 7 January - Mobile plan ordered and first payment made.
• 9 January - Mobile SIM arrives and is activated. The billing cycle begins.
• 2 February - Payment for the next billing cycle is taken.
• 9 February - Next billing cycle begins.

What happens if payments fail?

We will contact you if there is any issue with your payment (e.g. insufficient funds, payment details have changed).

If payment is still not resolved when your next billing cycle commences, we will be forced to suspend your mobile service (you will only be able to receive calls). Once your payment has cleared, your mobile service will resume as normal. We recommend credit card payment for the fastest resolution as Direct Debit payments can take up to 3 business days to clear.

Please note: If your service remains unpaid for 30 days, your service will stop working and you will not be able to receive calls.

Can you suspend my mobile service while I'm on holiday?

No, we cannot suspend your service if you are going away. Charges for your mobile plan will continue as normal.

1. Log in to Toolbox.
2. Select Mobile Usage.
   
3. Your mobile data usage for the current billing cycle will be shown by default. You can use the Date range drop-down to view usage for a previous billing cycle.
   
4. Select Data to view your data history. All type of data usage will be shown by default.
   Note: Usage records may be delayed by up to 48 hours
   
5. You can use the filter buttons to see data usage In Australia or data usage during International Roaming.
   
6. Select Talk & Text to view your call and text history. You can use the Date range drop-down at the top of the page to view usage for a previous billing cycle.
   Note: Usage records may be delayed by up to 48 hours.
   

For more information about setting up your BizPhone Queue, see our video tutorials.

If you have requested a Queue to be added to your BizPhone service, you are able to set up two different audio types:

• An Entrance Announcement which plays when a call enters the queue; and
• An On-Hold Announcement which plays when a call in the queue is placed on hold.

Audio you upload in this section can also be accessed and used for other BizPhone features.

1. Log in to Frontier Portal. If you have never logged in before, please watch this video.
2. Select the arrow next to Advanced Features to expand the options.
   
3. Select Upload Announcement.
   
4. Use the Browse button to select your audio file, then select Update to save. Repeat these steps if you wish to upload multiple audio files.
   Note: See below for detailed information about audio file requirements.
   
5. Next, return to the BizPhone Admin page in Frontier and select your BizPhone Queue.
   
6. If you wish to set up an Entrance Announcement, set the Play entrance announcement switch to ON.
7. Select Custom and select your desired entrance announcement audio from the list of previously uploaded audio.
   
8. If you wish to set up an On-Hold Announcement, set the Enabled Media On-Hold announcement switch to ON.
9. Select Custom and select your desired on-hold announcement audio from the list of previously uploaded audio.
   
10. Select Update to finish.
    

Your audio file must meet the following specifications:

If required, click here to search for online audio conversion sites to find one that best suits you.

You can upload your own custom audio to replace the default piano music which is played when you place a call on hold. Audio you upload in this section can also be accessed and used for other BizPhone features.

1. Log in to Frontier Portal. If you have never logged in before, please watch this video.
2. Select the arrow next to vPBX Music on Hold to expand the options.
   
3. Set the Enable music/video during Call Hold switch to ON.
   
4. Select Custom Music/Video File.
5. Choose from an existing audio file, or select Upload new audio file and use the Browse button to select your audio file.
   Note: See below for detailed information about audio file requirements.
6. Select Update to finish. Your selected audio will now play to callers whenever a call is placed on hold.
   

Your audio file must meet the following specifications:

If required, click here to search for online audio conversion sites to find one that best suits you.