1. Ensure that your internet connection is online. Select your broadband service from the iiHelp menu to get troubleshooting guides for iiNet broadband connections.
2. Check the DND (Do Not Disturb) status on your handset screen. Press the DND soft key to turn this off if necessary.
3. Confirm that your handset is registered by following this guide.
4. Press and hold the OK button on your handset to view connection options, and confirm that an IPv4 address is listed.
5. Turn your modem off for at least 10 seconds, then turn it back on and wait for the lights to settle.
6. Restart the handset by disconnecting its power and Ethernet cables for 10 seconds, then reconnect.
7. Try using an alternate Ethernet cable between your handset and modem.
8. Is your network set up to deliver static IP addresses to connected devices? BizPhone hardware must be assigned an IP address via DHCP.
9. Factory reset your handset by holding the OK button for 10 seconds.
10. Run the BizPhone connection test and make a note of the test result number from both the Speed and VoIP tests.
11. If you are unable to improve the audio quality of your BizPhone service, please email bizsupport@iinet.net.au with your call notes and test result numbers, and reference this troubleshooting article.

Please select your handset to view the troubleshooting guide:

• Standard
• Premium
• Cordless
• ATA

If your handset is not listed here, please contact us for assistance.

SIM errors

Insert SIM or SIM error

An ‘Insert SIM’ or ‘SIM error’ message may indicate that your SIM:

• Has not been inserted correctly.
• Is damaged and cannot be read.
• Is the incorrect SIM size for your device.

Different devices use different sized SIM cards. We don't recommend cutting down your SIM or using a SIM adaptor. If you require a replacement SIM, please contact us on 13 22 58.

Enter PUK

This message indicates that your PIN has been incorrectly entered a number of times and you have been locked out of your device. You’ll need to enter your PUK code to use your SIM. To find your PUK follow the instructions below.

SIM card Rejected

This message indicates that you've incorrectly entered your PUK code more than 10 times and your SIM is permanently blocked. You’ll need to arrange a replacement SIM by calling on 13 22 58.

Insert Correct SIM, SIM card is locked or Enter subsidy password

These error messages indicate that your device is locked to a non-Vodafone carrier (e.g. Telstra, Optus). You’ll need to unlock your device before the handset will recognise your iiNet SIM.

If you get a SIM error, we recommend you try the following steps

1. Turn your device off and on again.
2. Insert another SIM card into your device. If the error message still appears, it’s most likely your device is faulty.
3. Insert your SIM into another device. If the error message still appears, it’s most likely your SIM is faulty

Finding your PUK code

Your PUK code can be found in Toolbox

1. Log in to Toolbox.
   Please note: When logging into Toolbox, you will be prompted for your one-time password which is sent to the mobile number listed on your iiNet Account. If you don’t have access to this mobile number, please call us on 13 22 58 to verify your identity and retrieve your PUK code.
2. Select Request PUK Code to get your Personal Unlocking Key so you can enter it on your mobile handset.
   
3. If you see an error message like “SIM Rejected”, this means that a PUK has been entered incorrectly more than 10 times, and the SIM has been wiped.
4. A wiped SIM cannot be recovered. If your SIM has been wiped, you’ll need to purchase a replacement SIM by calling us on 13 22 58. A SIM replacement fee of $10 will apply.

Please note: Your mobile handset must not be locked to a specific provider. We cannot unlock handsets.

1. Wait for your SIM to arrive before you attempt to activate.
2. 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.
3. Select Get Started.
   
4. New mobile numbers and replacement SIMs typically activate within a few hours, but please allow up to 48 hours for SIM activation.
5. 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.
   
6. A porting authorisation SMS will be sent to your mobile number such as the example below.
   
   Example:
   "Use XXXXXX as your verification code to transfer this mobile number to iiNet. Please do not reply to this SMS"
    

7. Enter the code and click Verify Code. This will start the porting process which takes 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

8. 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.

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:

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:

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.

1. Log in to Toolbox.
2. Select Change Plan. Under "Want to try a new plan?", hit the Change Plan button. 
   
3. 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.
   
4. 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.
   
5. 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. 

1. Restart the ATA by disconnecting its power and Ethernet cables for 10 seconds, then reconnect.
2. If possible, use a different Ethernet cable to connect your ATA to your modem.
3. 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.
4. 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.
5. 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.
6. 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.
7. 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.
8. 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:
9. 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.
10. If you suspect an ATA has been damaged, please call us on 13 86 89.
11. 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.

1. 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.
2. Restart the handset by disconnecting the power and Ethernet cables from the base station for 10 seconds, then reconnect.
3. 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.
4. 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.
5. 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.
6. 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.
7. 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.
8. 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:
9. 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.
10. If you suspect a handset has been damaged, please call us on 13 86 89.
11. 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.

1. Restart the handset by disconnecting its power and Ethernet cables for 10 seconds, then reconnect.
2. 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.
3. 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.
4. 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.
5. 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.
6. 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.
7. 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:
8. 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.
9. If you suspect a handset has been damaged, please call us on 13 86 89.
10. 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.