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. 

Mail

Synchronising your webmail contacts and appointments to Microsoft Outlook

You can connect to Atmail's Contacts and CalDAV-based calendar server from Microsoft Outlook by using the provided DavSync utility. All you need is the webmail server's network address and your authentication credentials.

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

  1. Download the Davync for Outlook Add-in the installer to your personal desktop computer. Before installing, exit Outlook, then run the installation for Atmail Sync. Screenshoots are taken from Outlook 2010 - Outlook 2007 may differ slightly.
  2. Complete the Installer by following the on screen prompts
  3. On the first run of Outlook with the DavSync Add-in installed, you will be need to set the configuration options before DavSync will function  

     

    Websync 2
  1. Enter the details of your webmail account (user/domain/server url) and click OK.  

     

    Websync

This will test your entered settings for any problems and alert you to anything that requires your attention.

  1. You can access this pane at anytime to change settings by going to Atmail -> Options.
  • On your first successful configuration test the plugin will prompt you to do a first time synchronization. Depending on how much data you have this process may take sometime. Subsequent syncs will be quicker as only changes are sent between the client and server.  

     

    Websync 1

Simply select the types of object you would like to sync in the DavSync Options pane.

The Sync button will download all server items, updating Outlook to your Atmail Server

 

Websync 2
  • Your Atmail contacts will be placed in an Atmail folder found inside your main contacts. You calendar items will be placed in an Atmail child calendar, with each calendar available in Atmail presented as a separate calendar.
  • The Atmail sync utility is designed to ONLY synchronize items contained within the 'Atmail' contact folder and 'Atmail' calendar subfolders. The utility will not conflict or change any other folders or items in Outlook.
  • The example given below contains two calendars; 'Private' and 'Work'. These folders can be accessed via Folder, Contacts or Calendar view. In Calendar view, ensure that the calendars you wish to view are selected and enabled by setting its checkbox. Any new calendars created through the webmail interface will only be available once a sync has been completed in Outlook.  

     

    Websync 3
  • To upload a change to the Atmail server, simple edit the event or contact item and click Save & Close after you have finished editing.  

     

    Websync 4

You can also optionally enable Auto Synchronization which will watch and transfer objects from the Atmail server every 10 minutes.

To make the Atmail contacts available in your email composer please follow these steps:

  1. Right click on the Atmail contacts folder and select Properties  

     

    Websync 5
  1. Ensure that the Atmail Contact folder is available for outlook address book requests. Go to the Outlook Address Book tab and ensure that Show this folder as an e-mail Address Book is enabled.  

     

    Websync 6
  1. Click the Address Book button.  

     

    Websync 10
  1. From the Address Book window, select Tools > Options  

     

    Websync 8
  1. Ensure that a custom search order has been specified as below with Atmail at the top (first)  

     

    Websync 9

Your Webmail contacts will now be accessible by the default Address Book dialog.

Data synchronisation available
The Outlook WebSync utility can sync the following data

  • Contacts
  • Calendar events
  • Tasks

The data synchronised is made available via the Webmail interface, allowing you to keep Outlook and Webmail in sync. Any new data created in either Outlook or the Webmail interface are synchronised together.

Back to Webmail User Guide

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.

iiNet's X account is @iiNet.

If you ask us about your iiNet account or services on X (formerly Twitter), we may ask you for more details so we can help you. These requests will come from our verified @iiNet account.

Accounts other than the @iiNet account are entirely the opinion of the author and not representative of iiNet's position or beliefs. You should only ask the verified @iiNet account about your iiNet account or services.

For detailed queries, we recommend calling or emailing one of our customer service centers. If you need to make a complaint, please see our Complaint Handling Policy.

We keep a copy of your interactions with us on social media, as explained in our privacy statement.