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About Home Wireless Broadband

What is Home Wireless Broadband?

Home Wireless Broadband is a Fixed Wireless broadband service powered by 4G mobile. It's a great alternative to fixed line broadband services such as the NBN, particularly for those who are currently on a basic NBN12 plan.

Home Wireless Broadband uses the same mobile towers as iiNet Mobile services, so if you get good iiNet mobile reception at your address, then you should get good coverage on Home Wireless Broadband. We’ll check coverage at your address before we connect your service.

 

How is Home Wireless Broadband different to WiFi?

Home Wireless Broadband and WiFi are related, but they're not the same thing.

  • Home Wireless Broadband is a broadband access service that connects your home to the internet. Your Home Wireless Broadband modem connects to the internet via signal from nearby mobile towers.
  • WiFi is a method to connect devices to your modem. Your Home Wireless Broadband modem broadcasts a WiFi network throughout your home so you can wirelessly connect your smartphone, laptop and other WiFi devices. The modem uses the latest ‘WiFi 6’ technology that should deliver a better WiFi connection than older devices.

 

Where is Home Wireless Broadband available?

Home Wireless Broadband is available within our coverage area. Please check your address on our website to see if Home Wireless Broadband is available at your location.

Please note: Home Wireless Broadband is only for use within Australia at the address nominated on your application. If you need to move house, please contact us so we can check coverage at your new address.

 

What speeds does Home Wireless Broadband offer?

All Home Wireless Broadband plans offer a maximum download speed and upload speed of 20Mbps and 2Mbps, respectively. Speeds and connectivity may vary according to the factors listed below. Home Wireless Broadband is suitable for:

  • Social media, browsing, emails
  • Standard and High Definition streaming

Home Wireless Broadband is not suitable for 4K streaming and may not be suitable for online gaming.

Actual speeds may be affected by the number of users, WiFi signal strength, network infrastructure, network congestion and more. Learn more.

 

Is Home Wireless Broadband suitable for online gaming?

Your experience using Home Wireless Broadband for online gaming can vary significantly depending on the connection requirements for the game you’re playing. As a rule of thumb, Home Wireless Broadband is not recommended for online games that require a low latency connection for time-critical gameplay (e.g. shooters, battle MMORPGs).

 

Home Wireless Broadband is essentially a data-only broadband service. It does not include a standard phone service.

The optional Virtual Phone is a feature-limited service that allows you to:

  • Forward all incoming calls to an alternative phone number of your choosing (Standard Australian landlines/mobiles only).
  • Keep your existing phone number, should you later wish to switch back to NBN, or switch to a phone service with another provider.

Please note that making calls and all other phone features will be unavailable.

 

How am I billed for my Home Wireless Broadband service?

Home Wireless Broadband is provided on a prepaid basis. iiNet will debit your bank account/credit card for the first monthly charge during the registration process (where applicable).

Each month thereafter, you will be charged 7 days prior to the end of the monthly period for the following month's monthly charge.

 

What is CG-NAT and how does it affect Home Wireless Broadband services?

Techy types should be aware that Home Wireless Broadband uses CG-NAT. Carrier-grade NAT (Network Address Translation) is a type of network that assigns services with a private IP address, instead of a dynamic public IP address. Our network will then translate that private address into a public address. This means that the following items (which depend on internal NAT) will not work on Home Wireless Broadband:

  • Port forwarding
  • Hosting web, email or file servers internally
  • Smart Home systems (e.g. accessing security camera footage remotely, home automation and printers)
  • Remote Access (i.e. accessing your home computer or devices from another location)

If you need any of these items in your home setup, Home Wireless Broadband won’t be the right fit for you. Please check your address on our website for one of our other great broadband plans.

 

Getting connected

All you'll need is an iiNet Smart Modem Gateway. You must use the modem supplied by us in order for your broadband service to operate as expected.

Please note: Some premises may require the use of external antennae with the Smart Modem Gateway. Please do not attach these antennae unless instructed to do so by iiNet Support, as using the antennae unnecessarily can actually worsen performance.

 

Not long! Your iiNet Smart Modem Gateway is an "instant connect" modem. As soon as it arrives (within 2-5 business days) simply plug it in and you'll be able to get online.

 

How does the 7 day trial for existing iiNet NBN customers work?

Existing iiNet NBN customers may be offered a hassle-free 7 day trial of Home Wireless Broadband.

  • Once you’re connected to Home Wireless Broadband, your existing NBN service will remain connected for 7 days.
  • During the 7 day trial, you may contact us for an easy switch back to NBN if you’re not happy with Home Wireless Broadband. 
    Important: You must contact us during this time if you do not wish for your NBN service to be automatically disconnected. Standard monthly charges for your NBN service will apply if you choose to keep it running beyond the 7 days.
  • If you have not contacted us to request otherwise, your NBN services will be automatically disconnected after the 7 day trial and billing for the NBN service will cease.
  • Billing for your Home Wireless Broadband service will commence once any applicable promotions (e.g. one month’s plan fees on us) have completed. 

 

If Home Wireless Broadband isn't working out for you, we may have another broadband plan that will better suit your needs. We recommend that you check your address on our website for alternative broadband plans such as ULTRA Broadband or NBN.

Customers who were previously connected to an iiNet NBN plan can easily switch back to NBN via Toolbox. Just select your Home Wireless Broadband service, then Settings > Revert to NBN.

 

Is there a cancellation fee for Home Wireless Broadband?

Home Wireless Broadband is only available on a no lock-in contract, so there's no Contract Break Fee if you choose to cancel. To avoid any Non-Return Fee for the modem, simply return the modem to us within 21 days of cancellation.

The Non-Return Fee is calculated as $8 multiplied by the number of months remaining in the first 24 months. For example, if cancelling after 18 months (i.e. 6 months remaining out of 24) the Non-Return Fee would total $48 ($8 x 6 months).

Please refer to our Pricing Schedule for more details.

 

Using Home Wireless Broadband

How do I check my monthly data usage?

We'll send you usage notifications via email and/or SMS once you've reached approximately 50%, 85% and 100% of your individual inclusions.

You can check your data usage at any time by logging in to Toolbox and selecting Check Usage.

 

If your Home Wireless Broadband plan has a monthly data limit (i.e. it is not unlimited data) and you use up all your monthly data, your broadband access will be temporarily restricted until your next billing period begins. Excess data is not available.

If you need more data, we recommend upgrading to our unlimited data plan.

 

Can I upgrade my plan?

You can upgrade your plan at any time, and the upgrade should take effect within 1 business day. The difference in monthly plan fees will be applied to your next invoice (please note that this fee is no pro-rated).

Simply log in to Toolbox and select Change Plan to get started.

 

Can I downgrade my plan?

You can downgrade your plan at any time in Toolbox by selecting Change Plan. Your downgrade will take effect at the start of your next billing period.

Please note: In the event that your plan downgrade is submitted when your next billing period begins in 7 days or less, your plan will not downgrade until the start of the following billing period. For example, if your next billing period begins on 1 January and you submit a plan downgrade request on 29 December, your downgraded plan will not commence until 1 February.

 

Can I change the destination phone number for Virtual Phone call forwarding?

If you chose Virtual Phone when you signed up for Home Wireless Broadband, you can change the destination phone number for call forwarding in Toolbox. Simply log in and select the Virtual Phone service to access the Call Forwarding settings.

Call forwarding is only available to standard Australian landline and mobile numbers.

Please note: Your Home Wireless Broadband service is only for use at the address nominated on your application. If you've moved home, please see Moving Home and contact us to make arrangements.

 

  1. Confirm that your Micro SIM is present and fully inserted in the Micro SIM slot located on the side of your modem. If the SIM is missing, please call us on 13 22 58.
    Note: Your SIM slot may be covered by a plastic cover or a black sticker to prevent tampering.
    Home Wireless gateway Micro SIM slot
  2. Ensure your modem is connected correctly, with cables in good condition and plugged in securely. The SIM must be fully inserted in the SIM slot.
    Home Wireless Gateway plugin and SIM check
  3. Turn off the electrical outlet for your modem and leave it off for at least 10 seconds.
  4. Turn the outlet back on and wait approximately 3 minutes for the modem lights to settle, then attempt to view a website.
    Home Wireless Gateway LED diagram
  5. If the 4G light is off or red, move your modem to another location, ideally near a window and away from direct sunlight.
     
    Note: If your 4G and/or Internet lights remain off after rebooting, please call us on 13 22 58 for assistance.
  6. If you're testing on a WiFi device, stand next to your modem to rule out any WiFi signal issues. Move further away and monitor the WiFi signal strength.
  7. If you lose your WiFi connection in certain parts of your home, see our guide on improving WiFi signals.
  8. Attempt to view a website on a device connected to your modem via Ethernet cable, not WiFi. If Ethernet works but WiFi doesn't, see troubleshooting WiFi No Connection.
  9. If you can view websites on some devices but not others, see our guide on Browsing issues.
  10. If you still can't get online, please call us on 13 22 58 for further assistance.

 

    1. Turn off your modem and leave it off for at least 10 seconds.
    2. Turn your modem back on and wait approximately 3 minutes for the modem lights to settle.
      Home Wireless Gateway LED diagram
    3. If your modem's 4G light is red, move your modem to another location, ideally near a window and away from direct sunlight.
    4. If you're testing your speed on a WiFi device, stand next to your modem and run a speed test to rule out any WiFi signal issues.
       
      Please note: Your modem will automatically connect your devices to the best available WiFi network (i.e. 5GHz). Older devices may only be able to connect to the slower 2.4GHz WiFi.
    5. If your speed has improved, or slow speeds occur on WiFi devices but not devices connected via Ethernet cable, then see our guide on improving WiFi signals.
    6. Unplug all other devices connected to your modem's Ethernet ports (except the device you are testing, if applicable).
    7. Turn off or disconnect all other devices connected to your modem's WiFi (except the device you are testing, if applicable).
    8. On the device you are testing, close all programs that are using your broadband connection, then run a speed test.
    9. If your speed has improved on a single device, you may need to reduce the number of devices and/or programs running simultaneously on your home network.
      Please note: If you need more bandwidth to support more programs and/or devices, you may need to switch to an alternative broadband product. Please call us on 13 19 17 to discuss.
    10. Perform a scan on your antivirus/anti-malware software. If any infections are detected, make sure they are quarantined and removed. Please contact your software’s Customer Support if you need assistance.
    11. Firewalls may affect broadband performance. Temporarily disable any firewalls and run a speed test.
    12. If you still experience speed issues, please call us on 13 22 58 for further assistance.

      Follow the instructions below to set up your Smart Modem Gateway (VX420-G2H) for Home Wireless Broadband.

      Note: If you have an old modem that you don't want to keep, please consider eWaste recycling facilities that may be offered by your local council.

       

      First, ensure you have:

      • A message from us advising you to plug in your modem.
      • An available electrical outlet.
      • Unplugged your old broadband modem.

      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.
      1. Your iiNet Micro SIM has already been inserted for your convenience. Please do not remove the SIM.
      2. Use the supplied power cable to connect the modem’s POWER port to an available power outlet, then turn the modem on using the ON/OFF button.
        Home Wireless Broadband setup diagram
      3. Wait approximately 3 minutes for the modem’s Power, 4G, Internet and 2.4GHz/5GHz WiFi lights to turn on and settle.
        Home Wireless Gateway LED diagram
      4. If the 4G light is red, move your modem to another location, ideally near a window and away from direct sunlight.
      5. You can use an additional Ethernet cable to connect a computer to any of the 4 LAN ports.
      6. If you wish to connect your devices via WiFi, you'll find the WiFi name (SSID) and password on the barcode sticker on the base of your modem.
        Home Wireless Gateway barcode sticker - WiFi details

      Your modem will automatically connect your devices to the best WiFi network possible (i.e. 5GHz). Older devices may only be able to connect to the slower 2.4GHz WiFi. See Improving WiFi Signal.

       

      Note: Visual Voicemail is a feature exclusive to iPhones.

       

      Visual Voicemail Setup

      1. Go to the Phone app, then tap the Voicemail tab.
      2. Tap Set Up Now.
      3. Create a voicemail password, then tap Done.
      4. Re-enter your voicemail password, then tap Done.
      5. Select Custom or Default. If you choose Custom, you can record a new greeting.
      6. Tap Save.

        Note: You can dial 1217 from your iPhone to hear a message that will confirm that Visual Voicemail has been switched on.

      In the event that the Visual Voicemail setup fails, please restart your iPhone and confirm the latest software update has been installed, before trying again.

      Using Visual Voicemail

      1. When Visual Voicemail is activated, you'll see a notification badge on the Phone app icon when a new voicemail message is left.
      2. Open the Phone app.
      3. Tap Voicemail.
      4. Tap the desired message.
      5. Select the desired option to listen to the message, return the call or delete the message.

      Once Speed Dial 8 has been configured, BizPhone customers can pick up their phone and press a single number of the speed dial (2-9) and then press “Send” to connect a call.

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

      Configure Speed Dial 8 in Frontier Portal

      1. Log in to Frontier Portal. If you have never logged in before, please watch this video.
      2. Select the desired BizPhone user to edit.
        Note: Speed Dial 8 must be set up individually for each BizPhone user.
        BizPhone Frontier Portal - Speed Dial 8
      3. Select Speed Dial 8.
        BizPhone Frontier Portal - Speed Dial 8
      4. Each available entry corresponds to the speed dial keys (2-9). Enter the desired phone number in the Phone Number field, and a relevant Description.
        BizPhone Frontier Portal - Speed Dial 8
      5. Select Update to save your changes.
        BizPhone Frontier Portal - Speed Dial 8

       

      Configure Speed Dial 8 on your BizPhone handset

      1. Lift your BizPhone handset and dial *74.
      2. When you hear the dial tone, enter the one-digit code (2-9) that you want to represent the number you want to program, followed by the complete phone number and press the “#” key.

        For example, to configure speed dial 3 to dial 13 86 89, dial: *74, 3, 138689
         
      3. Hang up to finish.

      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.
        Service selection
      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.
        Moving Home summary
      5. Your account details will load on our website. If you have a Fetch service, you'll be prompted to keep or cancel it.
        Keep or cancel Fetch prompt
      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.
        Address checker bar
      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.
        Existing service selection and modem compatibility check
      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.

      Your modem must meet certain technical requirements to deliver optimal performance on our nbn Superfast & Ultrafast plans. If you choose to bring your own modem (BYO modem) instead of getting a modem supplied by us, this information will help you ensure that your third-party modem is suitable for your nbn plan.

      Most modems in use today are technically capable of supporting speeds of approximately:

      • Up to 300Mbps over WiFi
      • Up to 600Mbps over Ethernet

      Of course, actual speeds achieved will vary due to a number of factors such as technology type, modem capability, plan choice and internet traffic demand.

      Faster speeds may be achieved if you choose to purchase a newer, high-end modem. Mesh networking solutions, where several devices broadcast WiFi throughout a premises, are recommended for nbn Ultrafast services in particular.

      In short, your modem must support or feature:

      • PPPoE connection types
      • Gigabit Ethernet ports
      • AC WiFi or WiFi 6 (for WiFi connections)

      Note: Modems for nbn plans activated before March 2023 must also support VLAN tagging.

      Modems that do not support PPPoE cannot connect to our nbn services. If you choose to use an older modem that does not feature Gigabit Ethernet ports or AC WiFi/WiFi 6, your connection may be slower according to the constraints of your older hardware. We recommend using devices connected via Ethernet cable instead of WiFi to get the best possible experience.

      Compatible modems

      The following modems have been tested by our team. There may be additional models on the market that have not yet been tested by us. If your modem is not listed here, please contact the manufacturer for more information.

      Note that all modems listed below (including those marked with a cross) are capable of achieving the Typical Evening Speed of the nbn Superfast and nbn Ultrafast plans.

      Legend

      Icon Advice
      ✅ Maximum speeds are supported via Ethernet & WiFi.
      ⚠️ Maximum speeds are supported via Ethernet. Maximum speeds are not supported via WiFi.
      ❌ Maximum speeds are not supported.

       

      Modem nbn Superfast nbn Ultrafast^
      TG-789 Broadband Gateway ✅ ⚠️
      TP-Link VR1600v ✅ ⚠️
      Fritz!Box 7490 ✅ ⚠️
      Smart Modem Gateway (TP-Link VX420-G2H) ✅ ✅
      TP-Link VX220-G2V Modem ✅ ⚠️
      TP-Link VX420-G2V Modem ✅ ✅
      D-Link DIR-2150 ✅ ❌
      D-Link DIR-X1560 ✅ ❌
      D-Link DIR-X1860 ✅ ❌
      TP-Link Deco M5 ✅ ❌
      TP-Link Deco M9 ✅ ⚠️
      D-Link DIR-X5460 ✅ ✅
      TP-Link Deco X60 ✅ ✅
      Google Nest WiFi ✅ ✅
      Amazon eero* ✅ ✅

      ^While the nbn Ultrafast Plan has a maximum theoretical off-peak download speed of 500Mbps on nbn  HFC and 990Mbps on nbn FTTP, you will typically experience significantly slower speeds than this due to a range of factors, regardless of which modem you use. You should refer to the Typical Evening Speed as a more accurate estimate of likely experience. 

      *Amazon eero Pro 6 and eero 6 devices running eeroOS 6.6.1+ and mobile app versions 6.13.0+.

      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.

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

      1. Press and hold the OK button on your handset for 10 seconds.
      2. Confirm the reset by pressing OK again.
      3. The reset will take approximately 2-5 minutes to complete.
        BizPhone T42S OK button

      BizPhone Premium (T48G, T48S or T48U)

      1. Press and hold the OK button on your handset for 10 seconds.
      2. Confirm the reset by pressing OK again.
      3. The reset will take approximately 2-5 minutes to complete.
        BizPhone T48S OK button

      BizPhone Cordless (W76P, W60P or W56P)

      1. Press the OK button on your handset to go to the main menu.
        BizPhone W60P OK button
      2. Select Settings.
        BizPhone W60P Settings button
      3. Scroll down the list and select System Settings.
        BizPhone W60P System Settings
      4. Select Base Reset.
        BizPhone W60P Base Reset
      5. Enter the PIN "0000".
        BizPhone W60P PIN
      6. The base station for the handset will factory reset and download the required configuration from the server.