In most cases, your computer will obtain DNS settings automatically and you won't need to set it manually. Sometimes DNS may need to be set manually if you're experiencing browsing issues.

 

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

 

Set DNS server in Windows

  1. Log in to Windows with an Administrator account.

    If your account doesn’t have Administrator privileges, you can't change your DNS server settings.
  2. Hit Search and search for "Control Panel".
  3. Open the Control Panel app and select Network and Sharing Centre.
     
    You may need to hit Network and Internet before you see Network and Sharing Centre.
    Control Panel Network and Sharing Centre
  4. Hit Change adapter settings. 
    Change Adapter Settings
  5. Right-click on your active internet connection and select Properties.

    Your active internet connection may be Ethernet, Wireless Network Connection or Local Area Connection depending on how your computer is set up.
    Active Network Connections
  6. In the Networking tab, select Internet Protocol (TCP/IP), then hit Properties. 
    Wi-Fi Properties
  7. Select Use the following DNS server addresses and enter these settings:

    Preferred DNS server: 203.0.178.191
    Alternate DNS server: 203.215.29.191

    TCP/IPv4 Properties
  8. Hit OK to finish.

 

Set DNS server in macOS

  1. Hit the Apple icon in the top right-hand corner and select System Preferences.
  2. Select Network.
  3. Select your connected network (Ethernet or Wi-Fi) and then hit Advanced. 
    Mac Network connections
  4. Select the DNS tab and then click the plus (+) icon in the lower left-hand corner.
    DNS settings
  5. For DNS Servers, enter "203.0.178.191" and then hit OK to finish.
    DNS servers entry

A TCP/IP reset can fix some browsing issues, particularly if your modem's default gateway address is starting with “169.254”.

 

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

 

TCP/IP Reset in Windows

  1. Hit Search and type "cmd" into the search bar.  
  2. Right-click on the Command Prompt app and select Run as administrator.
     
    You may need to enter an administrator password before you can continue. 
    Command Prompt Run as administrator
  3. Type “netsh int ip reset” and then hit Enter on your keyboard.
    Command Prompt netsh int ip reset
  4. Once the reset is complete, restart your computer to finish.

 

TCP/IP Reset in macOS

  1. Hit the Apple icon in the top right-hand corner and select System Preferences.
  2. Select Network.
  3. Select your connected network (Ethernet or Wi-Fi) and then hit Advanced. 
    Mac Network connections
  4. Select the TCP/IP tab and then hit Renew DHCP Lease. 
    TCP/IP settings
  5. Click OK to finish.

Every modem has a default gateway, which is a web page where you can log in and change your modem settings. You'll find the default gateway address on your modem's barcode sticker, but if it's not working, then these steps can help you find the default gateway or identify the issue.

Common default gateway addresses include 192.168.0.1, 192.168.1.1, 192.168.20.1, and 10.1.1.1.

 

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

 

Find the Default Gateway on Windows

  1. Make sure your computer is connected to your modem by Ethernet cable or Wi-Fi.
     
    Wi-Fi connections can't be over Guest Wi-Fi or Wi-Fi Protected Setup (WPS).
  2. Hit Search and type "cmd" into the search bar, then open the Command Prompt app.
  3. Type “ipconfig” and then hit Enter on your keyboard.
     
    Command Prompt ipconfig
  4. Scroll through the test results. If your computer is connected to your modem by Ethernet cable, look for a heading that says Ethernet adapter Local Area Connection.

    If you're on Wi-Fi, look for Wireless LAN Local Area Connection.

    Ignore any results that say “Media Disconnected” - these are saved settings for adapters that aren't currently being used.
  5. Default Gateway, e.g. "192.168.0.1" means your default gateway address is "http://192.168.0.1".

    Important: If the default gateway begins with “169.254”, then your modem isn't getting a response from the DHCP server. You should reset your TCP/IP settings and if the issue persists, reset your network adapter.
     
    Command Prompt Default Gateway
  6. Open your web browser and go to your default gateway address. You should see a login page - you can find the default username and/or password on your modem's barcode sticker. If you have custom login details, you'll need to use those instead.

    Don't see a login page? Check out Troubleshoot no communication between your modem and device.
     
    Forgotten your custom login details? You'll need to factory reset your modem and set it up again.

 

Find the Default Gateway on macOS

  1. Make sure your computer is connected to your modem by Ethernet cable or Wi-Fi.
     
    Wi-Fi connections can't be over Guest Wi-Fi or Wi-Fi Protected Setup (WPS).
  2. Hit the Apple icon in the top left-hand corner and choose System Preferences.
  3. Select Network. 
     
    Mac Network Utility
  4. Select your Connected internet connection from the left-hand column. This may be the Ethernet section if you're connected via Ethernet cable, or the Wi-Fi section if you're connected via Wi-Fi.
  5. If your computer is connected to your modem by Ethernet cable, select Ethernet and your default gateway address will be listed next to Router, e.g. "192.168.2.1" means your default gateway address is "http://192.168.2.1".

    If you're on Wi-Fi, select Wi-Fi, then hit Advanced and select TCP/IP. Your default gateway address will be listed next to Router, e.g. "192.168.2.1" means your default gateway address is "http://192.168.2.1".

    Important: If the default gateway begins with “169.254”, then your modem isn't getting a response from the DHCP server. You should reset your TCP/IP settings and if the issue persists, restart Wi-Fi/Airport.
    Mac Default Gateway
  6. Open your web browser and go to your default gateway address. You should see a login page - you can find the default username and/or password on your modem's barcode sticker. If you have custom login details, you'll need to use those instead.

    Don't see a login page? Check out Troubleshoot no communication between your modem and device.
     
    Forgotten your custom login details? You'll need to factory reset your modem and set it up again.

A ping test checks how data packets are sent to a specific address using your internet connection, including how long it took and whether any packets were lost.

If you use PingPlotter, it will run a ping test and a traceroute at the same time.

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

Common addresses to ping

Address to ping What is it? Why ping it?
iinet.net.au iiNet’s web address To check that DNS is working on your computer.
203.0.178.191 One of iiNet’s DNS servers To check that TCP/IP settings are working on your computer.
127.0.0.1 A loopback test to your own computer To check that there’s no issue with your computer’s network adapter or connection settings.

 

PingPlotter on Windows

  1. Download PingPlotter at: http://pingplotter.com/download 
     
    You don't need to buy a subscription, you can use the Free version.
  2. Open PingPlotter and hit the + (plus) icon to open a New Trace tab. 
    PingPlotter New Trace
  3. Type iinet.net.au or another address you want to to ping or traceroute, then hit Start.  
    PingPlotter trace iinet.net.au
  4. Let the test run for at least 60 seconds, then hit Pause.  
    PingPlotter results
  5. Hit the Print Screen (PrntScr) key on your keyboard to screenshot your test results. You can use CTRL+V to paste your screenshot into any text editor, image editor or email app.

 

PingPlotter on macOS

  1. Download PingPlotter at: http://pingplotter.com/download 
     
    You don't need to buy a subscription, you can use the Free version.
  2. Open PingPlotter and type iinet.net.au or another address you want to ping or traceroute, then hit the Start. 
    PingPlotter trace
  3. Let the test run for at least 60 seconds, then hit Pause. 
    PingPlotter results
  4. Use the Command ⌘+Shift+3 keys on your keyboard to screenshot your test results. You can use Command ⌘+V to paste your screenshot into any text editor, image editor or email app.

 

PingPlotter on iOS (iPhone/iPad)

  1. Open the App Store and search for 'PingPlotter" to install PingPlotter. 

    You don't need to buy a subscription, you can use the Free version.
    PingPlotter on App Store
  2. Open PingPlotter and type iinet.net.au or another address you want to ping or traceroute, then hit Start. 
    PingPlotter app trace
  3. Let the test run for at least 60 seconds, then hit Pause. 
    PingPlotter app results
  4. Hit the Share icon and select Screenshot. 
    PingPlotter app Share Screenshot
  5. You can choose to save your screenshot to Pictures, or share it by Mail.

 

Ping test in Windows

  1. Hit Search and type "cmd" into the search bar. 
  2. Open the Command Prompt app. 
    Command Prompt app
  3. Type “ping” then hit Space on your keyboard. 
  4. Type the address you want to ping, e.g. "ping iinet.net.au" then hit Enter on your keyboard.
    Command Prompt ping
  5. Wait for the ping results.
    Ping results

    If a ping test fails, you'll get a "Request timed out", "Destination host unreachable", or "Transmit failed, error code #" messge instead of ping results. You may need to troubleshoot your internet if a ping test fails.
     
    With some browsing issues, you may be able to ping a DNS server, but not a web address. If this is the case, you should try manually setting your DNS server.
  6. To copy-paste your ping results: Highlight the text results and simply press the Enter key.

    Note: For Windows 10, right-click in the Command Prompt window and select Mark to turn on the cursor. You can use the up/down arrow keys on your keyboard to move the cursor to the start of the text you want to copy.

    Hold the Shift key and use the down/right arrow keys to highlight the text you want to copy, then hit the Enter key to copy the text.

    Open Word, Notepad or any other text editor or email app and use CTRL+V to paste the copied text.  

 

Ping test in macOS

  1. Hit Search and type “network utility” in the search bar.
  2. Open the Network Utility app.
     
    You can also find this app at /System/Library/CoreServices/Applications.
    Mac Network Utility app
  3. Select the Ping tab and type the address you want to ping, , e.g. "google.com", then hit Ping.
    Network Utility ping
  4. Wait for the ping results.
     
    If a ping test fails, you'll get a "Request timed out", "Destination host unreachable", or "Transmit failed, error code #" messge instead of ping results. You may need to troubleshoot your internet if a ping test fails.

    With some browsing issues, you may be able to ping a DNS server, but not a web address. If this is the case, you should try manually setting your DNS server. 
  5. To copy-paste your ping results: Click and drag the cursor to select the text you want to copy, then right-click and select Copy, or hit Command ⌘+C on your keyboard.

    Open TextEdit or any other text editor or email app and use Command ⌘+V to paste the copied text.

 

Understanding ping test results

Ping test results look similar in both Windows and Mac OS.

  1. If a ping test is successful, it means that your computer was able to connect to that address.
  2. You’ll see a "reply" listed for each data packet sent in the ping test, and how long it took, e.g:

    "Pinging google.com.au [142.251.221.67] with 32 bytes of data:
    Reply from 142.251.221.67: bytes=32 time=53ms TTL=119
    Reply from 142.251.221.67: bytes=32 time=53ms TTL=119
    Reply from 142.251.221.67: bytes=32 time=56ms TTL=119
    Reply from 142.251.221.67: bytes=32 time=57ms TTL=119"
     
    A Windows ping test will typically send 4 packets; a macOS ping test may send more. 
    Successful ping results
  3. The statistics will show if any data packets were lost during the ping test, e.g:

    "Ping statistics for 142.251.221.67:
    Packets: Sent = 4, Received = 4, Lost = 0 (0% Loss)
    Approximate round trip times in milli-seconds:
    Minimum = 53ms, Maximum = 57ms, Average = 54ms".
    Ping statistics

"Connect Outstanding" means your iiNet order is blocked because there's already an active phone or internet service at your address.

To get the service transferred from the previous owner, we'll need you to send us Proof of Occupancy.

Can't provide Proof of Occupancy? This could result in connection delays, or we may be unable to complete your order. Please call us on 13 22 58 to discuss your options.

 

  1. Scan or take a photo of one the following Proof of Occupancy documents, which must include your name and the same address as your internet order:

    - A fixed utility bill (e.g. water, electricity, gas); or
    - An insurance document (e.g. Business or Home & Contents); or
    - A Certificate of Title of the land; or
    - A Council Rates notice; or
    - A signed lease/rental agreement (must include the lease start date).
     
  2. Open a new email and attach your Proof of Occupancy.
  3. Enter a subject line of "nbn Proof of Occupancy", followed by your iiNet account number.
     
    You can find your iiNet account number on emails from us about your iiNet order.
  4. In the body of the email, include your name and the address for your internet order, including the suburb and postcode.
  5. Send the email to: proof@iinet.net.au

    Once your Proof of Occupancy is accepted, we'll proceed with your iiNet order. Most services can be activated within 48 hours.

You can get your invoices at any time from Toolbox. This includes all previous invoices if you need them for tax purposes.

 

  1. Log in to Toolbox and select Bills & Payments. If you're on a mobile device and you don't see this option, click the grey square with three lines to show the navigation menu.
     
    Never logged into Toolbox before? Check out An Introduction to Toolbox.
  2. Select Invoices from the Actions menu. If you're on a mobile device and you don't see the Actions menu, click the grey bar labelled Billing & Payments actions to show it.
  3. The first thing you’ll see is the current amount owing on your account and the date for your next payment, followed by any Outstanding Invoices.
  4. You’ll also have a list of all of your Past invoices. These can be viewed in your web browser as either a Text Version, or a PDF file by clicking View Invoice (PDF).
  5. When viewing a Text Version invoice in your browser, you can save a copy by highlighting the text with your mouse, right-clicking and selecting Copy. You can then Paste the copied text into a Word document or similar program to save it (however, PDF invoices are recommended). 
     
    Toolbox - View Invoice
  6. When viewing a PDF invoice in your web browser, you can save a copy by hovering your mouse near the bottom of the browser window to bring up a panel of buttons and then select the Save icon. 
     
    Download buttons in Mozilla Firefox and Google Chrome browsers

 

Here's what you need to know about the different types of SIMs available for iiNet Mobile, and how to order a replacement SIM.

 

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

 

Lost or stolen phones

If your phone, tablet or other mobile device has been lost or stolen, please call us on 13 22 58 and we can help you with IMEI Blocking and a replacement SIM.

 

Ordering a replacement SIM

If you have a new handset that needs a new SIM, you have the following options:

  • Physical SIM - Call us on 13 22 58 to order a new physical SIM for $10 (price includes delivery).
     
  • eSIM - If you have an eSIM compatible device then you can log in to Toolbox and select eSIM Swap to order a new eSIM. No fees apply. Learn more.

 

When a physical SIM is ordered, we supply a triple-cut Standard/Micro/Nano SIM so you can pop out the size you need.

Not sure which SIM size you need? Check the manufacturer's website for your phone's tech specs.

Triple cut SIM card

 

 

 

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

 

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

 

What is an iiNet username?

Your iiNet username helps us identify your iiNet service. You also use it to log into Toolbox.

Usernames are 8-15 characters long, lower case and must contain at least one letter.

Older iiNet usernames may include a domain name, e.g. "example123@iinet.net.au". You don't need to include the "@iinet.net.au" part unless advised to do so by our Support Team.

iiNet usernames can't be changed.

 

Your iiNet username will be included in any emails and/or SMS we send you about your iiNet service, and on your iiNet invoices.

 

If you can't access your account due to a forgotten username or password, or you need to take over an account via Power of Attorney, please call us on 13 22 58. 

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:

 

Data Packs may be purchased for the following plans:

  • Current & Grandfathered nbn Fibre (FTTB/FTTN/FTTP/FTTC & HFC) & nbn Fixed Wireless
  • Current & Grandfathered OptiComm and Places Victoria Fibre to the Home (FTTH)
  • Current & Grandfathered iiNet VDSL2
  • Current & Grandfathered iiNet Cable (HFC)
  • 5G Home Broadband
  • Home Wireless Broadband
  • Mobile Broadband and Mobile Voice
  • SHDSL
  • nbn Satellite
  • South Brisbane Fibre customers
  • Corporate Fibre Business services

 

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

 

  1. Log in to Toolbox.
     
    Never logged into Toolbox before? Check out An Introduction to Toolbox.
  2. Hit My Products, then 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.
  3. If you have more than one internet service, make sure the right username is selected from the Product drop-down menu.
  4. Select Purchase a data pack. If you're on a mobile device and you don't see this option, click the grey bar labelled Broadband actions to show it.
  5. Select the type of quota you wish to apply the Data Pack to (anytime, peak or off-peak depending on your plan).
  6. You'll see a list of available Data Packs. Select the Data Pack you want by clicking on it.
     
    You can't buy a Data Pack large enough to put your usage in the negative (e.g. if your usage is 44GB, you won't see a 50GB Data Pack available).
  7. Click Purchase data pack 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.

A VoIP service is compromised when a third party obtains your VoIP phone number and password. Compromised VoIP services are commonly used for phone fraud, where the VoIP service is used to make calls to expensive international destinations. The calls may be made using a machine to make as many calls as possible.

 

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

 

What happens if a VoIP service is compromised

  • Your VoIP call history is monitored, but it can take up to 48 hours for call records to reach us.
  • If we detect any suspicious call activity then your VoIP service will be suspended to stop the calls.
  • An email and SMS about the suspension will be sent to the contact details listed on your account.
  • We'll try to contact you within 48 hours to help secure your account again, or you can call us on 13 22 58.

 

What to do if your VoIP service is compromised

  • Run an antivirus and anti-malware scan on your computer and remove any infections found.
    If your computer is severely infected and you have trouble using it, you may need to hire a computer technician to help.
     
  • Make sure any Remote Management/Remote Connect feature is turned off in your modem settings.
     
  • Change your modem password and Wi-Fi password.
     
    Check out iiNet Modem Resources for guides on how to change the modem password or Wi-Fi password on your iiNet modem. If you don't have an iiNet modem, check the manufacturer's website for a guide.
     
  • Change the password for your email address(es).
     
  • Once you're done, you can call us on 13 22 58 to ask for your VoIP service to be unsuspended. Unsuspension may take up to 2 business days.
     
    As always, you are accepting the risk that failure to keep your home network secure may lead to further exploitation of your services and you are liable for any charges resulting from a security breach outside of the iiNet network.

 

Tips for better account security

  • Regularly scan your computer for viruses and malware.
  • Make sure your modem and Wi-Fi has a secure password, and don’t share the passwords with anyone you don’t want to have access to your network.
  • Never share your passwords over email, instant messengers or social media. If you need to record any password, write it down on a piece of paper and keep it somewhere safe.
  • Never enable remote management on your modem without setting it to a static IP address of a secure computer that is also owned by you. If you don’t set a static IP address for remote management, then any computer can access your modem remotely and potentially compromise your services.
  • Make sure your modem is running the latest version of firmware.