If you can't make your nbn appointment, you can reschedule for a later date online.

 

 

  1. Log in to Toolbox and select your nbn service.   

    Never logged into Toolbox before? Check out An Introduction to Toolbox.
     
    Toolbox - Select a service to manage
  2. If your nbn order is in progress, you'll see the order tracker on the Dashboard. Under "Installation Attendance Required", hit request to reschedule
     
    Toolbox - Installation tracker
  3. Choose from the list of available appointment times and hit Reschedule Appointment
     
    We'll send you an SMS and email with your new appointment time.
     
    Toolbox - Available appointment times

Here's everything you need to know about the different features available for nbn Fibre Phone, a VoIP phone service exclusive to nbn FTTP that works over the internet.

This product was only available to select nbn FTTP customers as of 23 August 2017. It is no longer sold as of 15 May 2024.

Note: These phone services do not have a voice mail feature.

 

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

 

CLID Blocking

CLID Blocking (Calling Line ID Blocking) blocks your phone number from being displayed to the person you’re calling. It is disabled by default.

 

  1. Log in to Toolbox and select the VoIP service under Select service to manage
    Toolbox service selection
  2. Select Settings.
  3. CLID Blocking can be enabled by setting its toggle switch to ON. Changes are saved automatically. 
    Toolbox CLID Blocking
  4. While CLID Blocking is enabled, you can disable it for a single call by dialling *65 before the number you’re calling.

 

Call Barring

Call Barring blocks specific types of calls from being made using your phone service. It is disabled by default, but the following barring types are available:

  • Bar outgoing long-distance (STD) calls
  • Bar outgoing calls to Australian mobile phones
  • Bar outgoing International calls

 

  1. Log in to Toolbox and select the VoIP service under Select service to manage
    Toolbox service selection
  2. Select Settings.
  3. Each type of Call Barring can be enabled by setting its toggle switch to ON. Changes are saved automatically. 
    Toolbox Call Barring

Call Forwarding/Diverting

Call forwarding allows you to divert calls from your phone number to a different number in the following circumstances:

  • Always
  • When your number is busy
  • When calls to your number aren't answered

 

Standard call costs apply when any call forwarding features forward a call to a new destination. All call forwarding features are disabled by default.

 

  1. Log in to Toolbox and select the VoIP service under Select service to manage
    Toolbox service selection
  2. Select Settings.
  3. Each type of Call Forwarding can be enabled by setting its toggle switch to ON, and entering the destination phone number in the text box.
  4. Select Update to save any changes. 
    Toolbox Call forwarding

Call Waiting

If someone calls your phone number while you’re on a call, Call Waiting allows you to put someone on hold. Call Waiting is enabled by default and currently, it cannot be disabled in Toolbox. If you’d like to disable Call Waiting, please call us on 13 22 58 and we’ll be happy to help.

 

  1. While on a call, you’ll hear a tone when there is another call waiting. To switch back and forth between the two calls, press the CALL button on your handset and then dial 2.
  2. To hang up on the person you’re currently speaking to and switch to the other caller, press the CALL button on your handset and then dial 1.

 

Call Return

Please note that dialling *69 is not supported for these services. However, handsets with a built-in call return function will work. Standard call costs apply.

 

Your iiNet services may be suspended if you have an overdue invoice, or in response to a security incident. Here's how to get unsuspended if that happens.

For more info about suspensions, see Consequences of Restriction, Suspension or Disconnection.

 

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

 

How to unsuspend your iiNet services (Overdue invoices)

  1. If your iiNet invoice isn't paid, we'll send you an email/SMS telling you the earliest date your services will be suspended. If you pay the invoice before that date, your services won't be suspended.
     
  2. If your invoice isn't paid and your iiNet services are suspended, you can Make a payment in Toolbox or call us on 13 22 58.

    Having difficulties making a payment? Please see our Financial Hardship Policy.

  3. Once your payment has cleared, your iiNet services should automatically unsuspend within one business day.

 

How to unsuspend your iiNet services (Security incident)

  1. When a security incident happens, we suspend services ASAP to prevent further abuse or unauthorised access. You'll be notified after your services are suspended, and we'll try to call you using the contact number(s) on your iiNet account.
  2. We'll explain anything you need to do to help secure your account, such as changing account or Wi-Fi passwords, or running antivirus and malware scans.
  3. Once we've spoken to you to verify your identity and made sure that your iiNet account is secure, your iiNet services may be unsuspended.
     
    For more advice about how to stay safe online, see Scams and hoaxes.

This article provides information about the consequences if we, the iiNet Group (including iiNet, Westnet, Internode, TransACT, and Adam Internet), exercise our right to restrict, suspend or disconnect one or more of your services for credit or debt management reasons.

We will make several attempts to contact you via email and/or SMS regarding any credit or debt management issues for your services. A notice will be sent to you in advance of any restriction, suspension or disconnection occurring.

If you are experiencing difficulties making this payment, then please see our Financial Hardship Policy for information about your options and how to speak to someone about your circumstances.

 

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

 

Service restrictions are typically related to spend management tools and may occur when you have used 100% or more of your service inclusions, such as data. Restrictions do not necessarily indicate that your services are at risk of suspension or disconnection.

If one or more of your services are restricted, you will not be able to use select features of the services. For example:

  • If you have a Mobile service and have used all of the monthly mobile data included in your plan, the ability to use mobile data will be restricted and you won't be able to access the internet. Other features of the service, such as receiving calls/SMS and making calls/SMS that are part of your plan’s included value, will remain available.
  • If you have a Fetch TV service that has exceeded the monthly spend limit for Video on Demand content, you won’t be able to purchase Video on Demand content such as movies or TV shows. Other features of the service, such as viewing TV channels, will remain available.

You will need to wait until your next billing period begins for the restriction to be removed. Alternatively, you may call us on 13 22 58 to increase your monthly spend limits.

For prepaid mobile services, you may choose to top up your Prepaid Balance in Toolbox to purchase a mobile data block.

 

If one or more of your services are suspended, you will not be able to use those services.

For example, if your suspended service is a fixed or mobile voice service, you won’t be able to make calls (except to emergency 000 services) on your phone or handset or use mobile data. If your suspended service is an internet service, you won’t be able to connect to the internet or use services that require connection to the internet, like VoIP.

You may not purchase additional services while one or more of your services are suspended. While the service is suspended, your ongoing minimum monthly plan charges will still apply (excluding Mobile and 4G/5G Home Broadband services).

 

How can I get my services unsuspended?

  • Mobile and 4G/5G Home Broadband services: You will need to pay the amount to renew your prepaid service before the suspension is removed.
  • Other services: You will need to pay all overdue amounts owing before the suspension is removed.

Restoration of your service can take up to 1 business day after the payment has been received.

Failure to pay after services are suspended may lead to your services being disconnected.

 

Unlike suspension, disconnection of your service is permanent.

  • Disconnection means you won’t be able to use any features of your services, including internet access.
  • Phone services won’t be able to make or receive calls, including emergency 000 calls (except mobiles which can call 000 if your phone has power and you’re within the coverage of any Australian mobile network). 
  • You will need to reapply for new services, which may incur costs. Please note that following disconnection, the plan for your particular service may no longer be available, and your username or phone number may change.
  • Any bundled discount entitlements will also be forfeited if the disconnection causes your account to become ineligible for the bundled discount.
  • We may also require you to immediately stop using and return to us, or allow us to remove, any equipment or material belonging to us.
  • We may delete all of your data from any storage media (you are solely responsible for backing up your data, such as voicemail messages).
  • Mobile and 4G/5G Home Broadband services: You will still have to pay any applicable cancellation fees.
  • Other services: We will send you a final invoice requesting payment of all outstanding charges incurred before disconnection, including any applicable cancellation fees. Failure to pay may affect your ability to reapply for a new service with us.

 

You can make a payment by following the instructions on your invoice or using a credit card to pay via Toolbox. Alternatively, you may call us on 13 22 58.

If you wish to discuss your account, please contact our Support team via email or call 13 22 58 (open 24/7) and we’ll be happy to help.

If you use up all your data, purchasing a Data Pack will remove speed shaping until that additional data has also been used up, or the next billing period begins. Data Packs do not roll over to the next billing month if the data isn't used up.

This information is not relevant to Liimitless data plans.

 

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

 

  • 10GB for $10
  • 20GB for $15
  • 50GB for $30
  • 100GB for $50
  • 200GB for $80

 

  1. Log in to Toolbox and select the broadband service under Select service to manage.  

    Never logged into Toolbox before? Check out An Introduction to Toolbox.
     
    Toolbox - Select a service to manage
  2. In Dashboard view, select Add Data Pack.
     
    This option is also available on the Check Usage page. 
     
    Toolbox dashboard - Add Data Pack
  3. You'll see a list of available Data Packs. Choose the desired Data Pack and hit Select
     
    Toolbox - Select a data pack
  4. Review the final summary and hit Submit to finish. The charge for your data pack will appear on your next invoice. 
     
    Once your data pack has been purchased, your usage should be reduced and your broadband speed should be unshaped within one hour. If you're still experiencing shaped speeds after this time, please try restarting your modem.
     
    Toolbox - Data Pack purchase summary

We do not offer priority assistance, nor support for medi-alert services and monitored alarm systems. Priority assistance is offered by Telstra for people who may be reliant on a telephone service because of a serious medical condition. If you have a medi-alert or priority assistance service or believe that you are eligible, please consider this before proceeding with your order.

Bandwidth control or Quality of Service (QoS) stops your modem trying to upload faster than the speed of your nbn plan, which can cause data packets to be lost.

iiNet modems handle bandwidth control automatically, but some third-party modems may need changes in their setting to turn on bandwidth control.

Having trouble following this guide for your modem? Please check the manufacturer's website or run a Google search for a more specifc guide.

 

  1. On a device that's connected to your modem, open your web browser and go to your modem's default gateway address, which can be found on its barcode sticker (e.g. http://192.168.1.1).
     
    Using a PC or Mac? You can also follow this guide to find your modem's default gateway address.
  2. Log in with the default username and password found on your modem's barcode sticker. If you have custom login details, use those instead.

    Some modems don't have a username and just use a password.
  3. If you see any option for Advanced settings, hit it.
  4. Find the bandwidth control setting. This is most likely called QoS or Bandwidth/Traffic control.
  5. Ensure that upstream bandwidth/QoS is enabled and set the bandwidth maximum according to your nbn plan:

    - If you have an NBN12 plan, enter a maximum of 950kbps
    - If you have an NBN25 plan, enter a maximum of 4950kbps
    - If you have an NBN50 plan, enter a maximum of 19500kbps
    - If you have an NBN100 plan, enter a maximum of 19500kbps*
    - If you have an NBN500 plan, enter a maximum of 49500kbps
    - If you have an NBN Superfast plan, enter a maximum of 49500kbps
    - If you have an NBN Ultrafast plan, enter a maximum of 99000kbps

    *Note:
    Business NBN100 plans and some legacy residential NBN100 plans may need a maximum of 39500kbps instead.

  6. Save your changes to finish. Here's an example for a Netgear modem:
    Netgear bandwidth control

 

This article covers features for all current iiNet VoIP services such as nbn Phone, VDSL2 Phone and FTTB Phone. If you've never logged into Toolbox before, please see An Introduction to Toolbox.

These services do not have a voice mail feature.

 

Cost information

Standard features are included with your VoIP service, but please note that standard call costs apply when any call forwarding features forward a call to a new destination. All call forwarding features are disabled by default.

 

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

 

CLID Blocking (Silent Number)

CLID Blocking (Calling Line ID Blocking), which may also be known as Silent Number to former landline users, blocks your phone number from being displayed to the person you’re calling. It is disabled by default.

 

  1. Log in to Toolbox and select the VoIP service under Select service to manage
    Toolbox service selection
  2. Select Settings.
  3. CLID Blocking can be enabled by setting its toggle switch to ON. Changes are saved automatically. 
    Toolbox CLID Blocking
  4. While CLID Blocking is enabled, you can disable it for a single call by dialing *65 before the number you’re calling.

 

Call Barring

Call Barring blocks specific types of calls from being made using your phone service. It is disabled by default, but the following barring types are available:

  • Bar outgoing long distance (STD) calls
  • Bar outgoing calls to Australian mobile phones
  • Bar outgoing International calls

 

  1. Log in to Toolbox and select the VoIP service under Select service to manage
    Toolbox service selection
  2. Select Settings.
  3. Each type of Call Barring can be enabled by setting its toggle switch to ON. Changes are saved automatically. 
    Toolbox Call Barring

Call Forwarding/Diverting

Call forwarding allows you to divert calls from your phone number to different number in the following circumstances:

  • Always
  • When your number is busy
  • When calls to your number aren't answered

Standard call costs apply when any call forwarding features forward a call to a new destination. All call forwarding features are disabled by default.

 

  1. Log in to Toolbox and select the VoIP service under Select service to manage
    Toolbox service selection
  2. Select Settings.
  3. Each type of Call Forwarding can be enabled by setting its toggle switch to ON, and entering the destination phone number in the text box.
  4. Select Update to save any changes. 
    Toolbox Call Forwarding

Call Waiting

If someone calls your phone number while you’re on a call, Call Waiting allows you to put someone on hold. Call Waiting is enabled by default and currently, it cannot be disabled in Toolbox. If you’d like to disable Call Waiting, please call us on 13 22 58 and we’ll be happy to help.

 

  1. While on a call, you’ll hear a tone when there is another call waiting. To switch back and forth between the two calls, press the CALL button on your handset and then dial 2.
  2. To hang up on the person you’re currently speaking to and switch to the other caller, press the CALL button on your handset and then dial 1.

 

Call Return

Please note that dialling *69 is not supported for these services. However, handsets with a built-in call return function will work. Standard call costs apply.

Here's what you need to know about iiNet billing.

 

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

 

Your iiNet billing period 

When your first iiNet service is ordered, your "anniversary date" is set roughly 14 calendar days later. This is the date your iiNet bills are typically due each month. As a rule, billing anniversary dates don't get set for the 29th, 30th or 31st days of a month - only days 1 to 28 are used.

The billing period for your iiNet services is also based on your anniversary date (e.g. Billed period: 04 JAN 2017 - 04 FEB 2017). If you change plans, billing is aligned to the same billing period.

 

All iiNet services are billed one billing period in advance

As per the Billing Policy in our Customer Relationship Agreement, iiNet services are billed in the following ways:

  • Recurring or fixed charges such as monthly plan fees are billed in advance. One month's pre-payment for services is taken immediately after your order is placed, but this prepayment stays on your iiNet account until your services are active and ready to be billed.
     
  • Variable charges such as phone calls are billed in arrears, which means they are paid after the charges have accrued (after all, we can't know which phone calls you've made until after you've made them!).

 

What happens if you change your iiNet plan

When you change your plan, any amount you've paid in advance for that service is credited back to your account. You'll then be billed in advance at the rate for your new plan. Any remaining credit will be used to balance charges on your next invoice.

 

Example: The first invoice after placing an order (pre-payment)

The example below shows the initial setup charges for an internet service that was just ordered, as well as the one month's prepayment that's taken immediately whenever an order is placed.

  • A) Details about the payment that was taken from your nominated bank account or credit card;
  • B) One month's pre-payment for your ordered plan;
  • C) One-off setup charges such as broadband activation, modem purchases and hardware delivery.
iiNet invoice example showing A) Payments Received section with Date, Receipt Number and Description for Amount $248.94, and New Charges including B) First month's service (pre-paid monthly fee) for $69.99, plus C) Activation fee NBN (once-off) for $79.95, and Wi-Fi modem purchase (once-off) for $89.00, and Wi-Fi Modem delivery fee (once-off) $10.00, all for a Total charge of $248.84.

 

Example: The second invoice after placing an order (alignments)

The example below shows the charges for an internet service that has now been activated and billing has commenced. Credit from the one month's prepayment is used to balance one month's worth of charges now that the service is active.

  • A) Credit from pre-payment will be used to balance some of the charges on this invoice, so you're not paying for any days before your broadband service was activated;
  • B) One Full Monthly Charge for the next billing period (one billing period in advance);
  • C) One Full Monthly Charge for the current billing period;
  • D) In this example, the broadband service was active for 11 days before the beginning of the current billing period. A pro-rated charge covers the cost of these days.
iiNet Invoice example showing A) Credit for pre-paid monthly fee at time of order -$69.99, and B) NBN FTTB Limitless Basic (monthly) for the month in advance (from 01 May 2018 to 01 Jun 2018) for $69.99, and C) NBN FTTB Limitless Basic (monthly) for the month in advance (from 01 Apr 2018 to 01 May 2018) for $69.99, and D) NBN FTTB Limitless Basic (monthly) Charges for this invoice period (from 22 Mar 2018 to 01 Apr 2018) for $21,98 pro-rated, with a Total of $91.97.

Please note: If you're trying to follow along with a calculator, it's worth noting that our billing system calculates fees right down to the second. It's unlikely that a service would be activated at exactly 12AM, so while a plan may cost $1.97 for each full day of the year, less than that would be charged for the day a service was activated.

 

Why you might only receive part of your plan value

This can happen when you change plans, or activate a new service partway through your billing period.

If you've been billed for a part month charge for your plan, then you'll receive a proportionate part of your plan's monthly value for data or calls, etc.

For example, if you've been billed for 10 days' worth of your new broadband service with an included Netphone, you'll receive 10 days' worth of its included monthly data and call value.

This is known as "pro-rating", and it means that you'll pay the correct rate and receive the correct value for the exact days you had each plan. Once your next billing period begins, you'll receive the full monthly value at the full monthly price.

Pro-rating does not affect unlimited or all-inclusive allowances, such as our Liimitless data plans. 

 

More information

What is a credit?

A credit is an amount of money added to your iiNet account, usually to correct a billing error or to cover downtime during a service fault.

Credits stay on your iiNet account until they're used towards charges on your next iiNet invoice. For example, if your iiNet account had a credit of $50 and your next iiNet  invoice was due for $59.99, you'd only have to pay $9.99 after the credit is used.

 

What is a refund?

A refund is when a credit on your iiNet account is returned to your nominated bank account or credit card. You can ask for a credit on your iiNet account to be refunded by calling us on 13 22 58.

If you close your iiNet account and your final invoice is in credit, the credit will be refunded.

 

Why was my payment taken before the due date?

Direct debit payments are taken up to 3 working days before the due date to allow time for the payment to clear.

For same-day invoice payments, please switch your payment method to a credit card in Toolbox, as these payments can process instantly.

 

Why am I paying in advance?

All iiNet services are billed monthly in advance. Having your service charges covered for a month in advance allows you to change plans or move house with fewer service disruptions due to unpaid bills.

 

Why have I only been charged for part of a month?

You only get charged for the time you have an active broadband service or a particular plan. If you:

  • Have a broadband service activated partway through the month; or
  • Change plans partway through the month;

Then you’ll only be charged for part of the month, instead of the full month.

 

What happens if you cancel your iiNet service?

If you still have other iiNet services on your account, any plan fees paid in advanced for your cancelled service will be applied as a credit on your iiNet account, to be used towards future invoices.

If you're closing your iiNet account and have no other iiNet services, any remaining credit after your final invoice can be refunded back to your nominated bank account or credit card.

 

What should I do if I don’t understand a charge on my invoice?

If you have any issues with your iiNet bill, please send us an invoice query.

 

If you can't make your nbn appointment, you can reschedule for a later date online.

 

  1. Log in to Toolbox and hit My Products, then select Broadband. If you're on a mobile device and you don't see this option, click the grey square with three lines to show it.

    Never logged into Toolbox before? Check out An Introduction to Toolbox.
  2. Select your nbn service from the Product drop-down menu.
  3. Hit Manage nbn appointment. If you're on a mobile device and you don't see this option, click the grey bar labelled Broadband actions to show it.
  4. Hit Reschedule.
     
    This option will only be shown for appointments with the "Reserved" status. 
     
    Toolbox - Manage your NBN appointment
  5. Fill out the form to select your desired Appointment Date and Appointment Time Slot.

    Important: All requests for a weekend or public holiday appointment will be rejected. Please take care not to do this as it may cause delays in your order.

    Toolbox - New appointment preference
  6. Click Submit to submit your request.

    Once your request has been accepted, we'll send you an SMS and email with your new appointment time.