Which type of SIM are you activating?
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Please note: Your mobile handset must not be locked to a specific provider. We cannot unlock handsets.
Select one of the links below to jump to a query:
Activate your physical SIM
- Wait for your SIM to arrive before you attempt to activate.
- Log in to Toolbox.
Note: If you're activating a new Mobile number and don't have alternative mobile number to receive your passcode to log in to Toolbox, please call us on 13 22 58 to verify your identity and activate your SIM. - Select Get Started.
- New mobile numbers and replacement SIMs typically activate within a few hours, but please allow up to 48 hours for SIM activation.
- If you’re porting your mobile number to iiNet from another provider, make sure your current mobile service is active and ready to receive an SMS. Tick the checkboxes and hit Activate SIM Card.
- A porting authorisation SMS will be sent to your mobile number. Enter the code and click Verify Code.
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The porting process will take approximately 3 hours and will only occur during these times:
Monday to Friday: 8 AM to 8 PM AET
Saturday: 10 AM to 6 PM AET - Keep using your old SIM until it stops working, then that's your cue to switch to your new iiNet SIM.
If you have any issues, please call us on 13 22 58 and we'll be happy to help.
Activate your eSIM
- Make sure you have access to:
- Your compatible mobile handset (to scan the eSIM QR code); and
- Another device such as a computer, laptop or tablet (to display the eSIM QR code).
Note: It’s best if both devices are connected to WiFi. If you only have your compatible mobile handset, please see this advice.
- Use your other device to log in to Toolbox and select Start Activation on the dashboard, then follow the prompts.
- If you’re transferring your number to iiNet, tick the checkboxes and select Transfer My Number Now. An authorisation code will be sent to your old SIM by SMS. Enter this code and select Verify Code.
- Select Send Confirmation Code SMS, then use your mobile handset to scan the eSIM QR Code.
- Follow the prompts on your handset screen to set up your new plan and enter your confirmation code, then your new service should be ready in 15 minutes, or within 3 hours if you’re transferring your number. You may need to restart your handset afterwards.
- If you’re transferring your mobile number to iiNet:
- You may notice a different mobile number in your eSIM profile while your number transfer is still underway.
- Do not delete your eSIM profile as it will prevent a successful number transfer.
- If the correct mobile number isn’t showing after 3 hours and restarting your phone, please call us on 13 22 58 for assistance. iPhone users can also try these steps.
- Your old SIM will stop working once eSIM activation is complete.
For more information about using your eSIM once it’s activated, see eSIM Management.
If you couldn’t activate your eSIM, please find your mobile device’s EID then call us on 13 22 58 and we'll be happy to help.
Troubleshooting
How to install an eSIM if you don’t have access to another device
If you don’t have access to another device such as a computer, laptop or tablet to display the eSIM QR code so that you can scan it using your compatible mobile handset, then you’ll need to use your handset to log in to Toolbox and access your eSIM details.
You can then use one of the following options:
- Select Print QR Code to print on a personal/work printer or seek printing services at your local post office or library. You can then use your handset to scan the printed QR code.
- Write down the eSIM details shown below the QR code, then enter the eSIM details manually in your handset settings. Please visit the manufacturer’s website for support information if you’re not sure how to do this.
- Select Email QR Code to send a copy of the eSIM QR code to the contact email address on your iiNet account. You can then access your email on another device such as a public computer at your local library, then use your handset to scan the eSIM QR code. Always log out of your email account at the end of your session on a public computer.
Be sure to dispose of any printed or written eSIM details securely once you’re done.
How to update the mobile number in an iPhone eSIM profile
- Open the Settings app and select Phone > My Number.
- Tap Edit, enter your mobile number, and then tap Save.
- If the wrong mobile number is still showing in your SIM profile, return to the Settings app and select Apple ID > Name, Phone Numbers, Email.
- Tap Edit and select Add email or phone number.
- Add your mobile number and delete the old mobile number.
- Restart your iPhone.
- Open the Settings app and select Messages > Send & Receive. Your SIM profile should now be working with the correct mobile number.
- If the issue persists, please call us on 13 22 58 for assistance.
How to find your mobile device’s EID
An Embedded Identity Document (EID) is a unique 32-digit number that can be found in your device settings.
iPhone
- Go to Settings > General.
- Choose About > EID and your EID will be shown.
Samsung
- Go to Settings > About Phone.
- Choose Status Information > EID and your EID will be shown.
- Go to Settings > About Phone.
- Choose SIM status > EID and your EID will be shown.
OPPO
- Go to Settings > About device.
- Choose Status > EID and your EID will be shown.
Please note that Premium SMS/MMS services are not available on iiNet Mobile Voice services on the Vodafone network. International Roaming is not yet available for these services.
Select one of the links below to jump to a query:
Voicemail
- To access voicemail, call 121 from your mobile handset.
- Alternatively, you may call 0414121121 from another phone and follow the prompts. Enter your mobile number and voicemail PIN.
- To access voicemail while overseas, call +61414121121 and follow the prompts. enter your mobile number and voicemail PIN.
- Log in to Toolbox.
- Select Settings.
- Use the ON/OFF toggle switch to enable or disable Voicemail. Changes will be saved automatically and may take up to 5 minutes to apply.
Note: To fully disable Voicemail, you'll also need to dial "##002#" from your handset to disable all conditional and unconditional Voicemail.
Voicemail first-time setup
- Call 121 from your mobile handset.
- Follow the prompts to set a 4 to 10-digit voicemail PIN. This PIN is required to access voicemail from another phone.
- Record your name to personalise the standard greeting.
- Select your state/territory to set your time zone.
- (Optional) Hold the line and follow the prompts to set a custom voicemail greeting and/or adjust your notification method.
Note: SMS alerts are enabled by default. - Hang up to finish.
Voicemail notification methods
- SMS Alert - Dial 1218 from your mobile handset to enable/disable.
- Ring Alert - No longer available as of 12 March 2024.
- Visual Voicemail (iPhones only) - Dial 1217 from your iPhone to enable/disable. You can manage your Visual Voicemail from your iPhone.
Do Voicemail messages expire?
Yes. New voicemail messages and messages saved in your mailbox will expire after 7 days. If you need to keep a message, you can save it for a further 7 days by pressing 2 while listening to the message. Once a message has expired it’s permanently erased and can’t be recovered.
Call Barring
- Log in to Toolbox.
- Select Settings.
- Select the + (plus) icon next to Call Barring to expand the options.
- Use the ON/OFF toggle switches to enable or disable Bar All Outgoing Calls or Bar All Outgoing International Calls as desired. Changes will be saved automatically and may take up to 5 minutes to apply.
Call Forwarding
Call Forwarding will forward calls to your mobile number to a different phone number according to these rules:
- Forward all calls
- Forward if busy
- Forward if no reply
- Forward if unreachable
Note: Standard call costs may apply when any call is forwarded to a new destination (excluding voicemail).
- Log in to Toolbox.
- Select Settings.
- Select the + (plus) icon next to Call Forwarding to expand the options.
- Use the ON/OFF toggle switch to enable or disable Divert All Calls, Divert if Busy, Divert if No Reply, or Divert if Unreachable.
- For each type of enabled call forwarding, select Edit to enter the phone number to forward calls to, then Save. Changes may take up to 5 minutes to apply.
Caller ID
Caller ID allows you to present or restrict your mobile phone number from being displayed when you are calling someone.
- Log in to Toolbox.
- Select Settings.
- Select the + (plus) icon next to Caller ID to expand the options.
- Use the ON/OFF toggle switch to enable or disable Send Calling Line Identification and/or Calling Line Identification Display. Changes will be saved automatically and may take up to 5 minutes to apply.
All you need to do is dial the codes on your mobile handset (as if you were making a call) and then press the “OK”, “Send” or “Yes” key. Most codes will trigger a confirmation message once accepted.
Select one of the links below to jump to a query:
- Handy Code Tips
- Call Wait Codes
- Caller ID Codes
- Voicemail Codes
- Mobile Phone Codes
- Call Forwarding Codes
- Conditional Diversion Codes
- Extend Ring Time Code
Handy Code Tips
| + | Usually need to hold or press the "0" key twice. |
| * | Usually located beneath the "7" key. |
| # | Usually located beneath the "9" key. |
| (number) | This can be a mobile or an Australian landline number. Diversions to a landline must be entered with the country code +61 replacing the first zero in the local area code. For example, "08 9800 1234" must be entered as "+61898001234". |
Call Wait Codes
| Check Status | *#43# SEND |
| Activate | *43# SEND |
| Deactivate | #43# SEND |
Caller ID Codes
| Enable/Disable Caller ID | 1571 SEND |
| Hide your phone number for one call only | 1831 (number) SEND |
| Show your phone number for one call only | 1832 (number) SEND |
Voicemail Codes
| Voicemail number when dialling from mobile handset | 121 |
| Voicemail number when dialling from landline | 0414121121 |
| Voicemail number when dialling from overseas | +61414121121 |
Mobile Phone Codes
| Retrieve IMEI (mobile phone code) | *#06# SEND |
| Retrieve phone software version (excludes some smartphones) | *#0000# SEND |
Call Forwarding Codes
| Check Status | *#21# SEND |
| Activate | **21*(number)# SEND |
| Deactivate | #21# SEND |
Conditional Diversion Codes
Divert When Busy
| Check Status | *#67# SEND |
| Activate | **67*(number)# SEND |
| Deactivate | *#67# SEND |
Divert When Not Reachable (Switched off / No Service)
| Check Status | *#62# SEND |
| Activate | **62*(number)# SEND |
| Deactivate | #62# SEND |
Divert When Not Answered
| Check Status | *#61# SEND |
| Activate | **61*(number)# SEND |
| Deactivate | #61# SEND |
Extend Ring Time Code
| Maximum ring time of 30 seconds, in 5-second increments. | **61*121**(seconds to ring e.g. 15 or 30)# SEND |
Please note
- Your plan change will occur at the beginning of your next billing period.
- If you submit a plan change when your next billing period begins in less than 7 days, your plan change will occur at the beginning of your following billing period.
- If you submit multiple plan change requests before your current request is complete, you may override your previous request.
- Log in to Toolbox.
- Select Change Plan. Under "Want to try a new plan?", hit the Change Plan button.
- Choose your desired plan 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.
- You'll see a summary of the change. Use the checkbox to agree to the terms and conditions and then select Submit to submit your request.
- Most plan changes will occur at the start of your next billing period. You'll receive an email and SMS confirmation to confirm when your plan change has been completed.
- Restart the ATA by disconnecting its power and Ethernet cables for 10 seconds, then reconnect.
- If possible, use a different Ethernet cable to connect your ATA to your modem.
- 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.
- 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.
- 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.
- 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. - 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.
- 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: - 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.
- If you suspect an ATA has been damaged, please call us on 13 86 89.
- 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.
- 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.
- Restart the handset by disconnecting the power and Ethernet cables from the base station for 10 seconds, then reconnect.
- 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.
- 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.
- 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.
- 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. - 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.
- 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: - 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.
- If you suspect a handset has been damaged, please call us on 13 86 89.
- 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.
- Restart the handset by disconnecting its power and Ethernet cables for 10 seconds, then reconnect.
- 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.
- 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.
- 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.
- 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. - 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.
- 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: - 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.
- If you suspect a handset has been damaged, please call us on 13 86 89.
- 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.
- Restart the handset by disconnecting its power and Ethernet cables for 10 seconds, then reconnect.
- 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.
- 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.
- 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.
- 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. - 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.
- 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: - 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.
- If you suspect a handset has been damaged, please call us on 13 86 89.
- 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.
- 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.
- Try to view the website on a mobile device using your mobile data (not your home WiFi).
- Follow the steps in this guide to clear your browser cache.
- Try an alternate web browser such as Google Chrome or Mozilla Firefox.
- Run a PingPlotter test for the website.
- For further assistance, email us at support@iinet.net.au with screenshots of the PingPlotter results, and reference this article.