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.

This article will answer some general questions about White Pages listings for our different phone services, and explain how you can get them changed.

 

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

 

Home Phone (PSTN) services are listed in full by default, unless you have the enabled the optional feature Silent Number. Services with Silent Number are not listed.

Mobile and VoIP phone services are not listed by default. You can opt-in to having your number listed by following the advice below.

 

For Home Phone (PSTN/landline) listings in the White Pages, please call us on 13 22 58.

 

Please note that White Pages listings may not be possible for nbn Phone and FTTB Phone (VoIP) services.

Mobile and VoIP numbers are not listed in the White Pages by default.

To opt in or change your VoIP or Mobile listing, follow the steps below:

  1. Log in to Toolbox and select My Products from the top menu bar. If you've never logged into Toolbox before, please see An Introduction to Toolbox.
  2. For mobile phones, select Mobile. For a VoIP service, select Phone. If you have multiple mobile or VoIP services, make sure that the correct number is selected from the Product drop-down menu.
  3. Select Manage White Pages listing from the Actions menu. If you're on a mobile device and you don't see the Actions menu, click the grey bar labelled Phone/Mobile actions to show it.
  4. Click Change and then select the desired listing type (Not listed, Listed or Suppressed) from the drop-down menu. Please note that Suppressed listings may attract fees directly from White Pages.
  5. Click Review changes and then confirm your details before submitting the change. If there appears to be an error with the information in your listing, please call us on 13 22 58.

 

A Full listing will show the customers name, phone number and full address like the following example:

08 9123 4567
Finn Fakename
123 Fake Street
Perth 6000

 

A Suppressed listing will show only the suburb and not the full street address, such as the example below:

08 9123 4567
Finn Fakename
Perth 6000

 

Suppressed listings, like customised listings, may attract fees directly from Sensis. These fees vary - for more information, please contact White Pages.

 

New, updated or removed listings processed by iiNet or through Toolbox will take approximately 3 weeks to be changed in the online directory on whitepages.com.au.

New listings will be included in the next version of the printed White Pages. Listings must be supplied by the print closing date.

Closing dates for printed versions in your area can be found in the White Pages Print Listing FAQ.

 

When you relocate, we will automatically update your contact details. Please keep in mind in can take up to three weeks for the update to change on the White Pages website. In some instances you may not be able to retain the same phone number.

Here's what you need to know about iiNet SIM-Only Mobile plans.

 

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

 

Getting iiNet Mobile

Can I sign up for iiNet Mobile without having any other iiNet services?

Yes, you can.

 

What do I need for iiNet Mobile?

We'll bring an iiNet Mobile SIM, you bring the phone. Use an unlocked phone from our list of Approved Devices for the best experience.

Note: We can't unlock phones for you.

To use mobile data, your phone must support these frequencies:

  • 4G: 850MHz, 1800MHz and 2100MHz
  • 5G: 700MHz and 3600MHz

 

Which SIM types are available?

You can choose a triple-cut Standard/Micro/Nano physical SIM, or en eSIM. eSIMs can be downloaded and installed on eSIM-compatible phones.

Learn more about SIM types and how to order a replacement SIM here.

 

How do I check mobile coverage in my area?

You can check your location on our coverage map.

 

Can I keep my existing mobile number?

Yes, you can port your mobile number to iiNet. To help things go smoothly, you'll need to give us these details about your current mobile service:

  • Post-paid mobile services: we need the account number for your current mobile service, which can typically be found on an invoice from your current mobile provider.
  • Prepaid mobile services: we need date of birth of the account holder for your current mobile service.

Important: Don't cancel your current mobile service - it needs to be active to port your number to us. You can cancel your old mobile service after your number has moved to iiNet.

 

iiNet Mobile billing

Is iiNet Mobile a prepaid service or a post-paid service?

iiNet Mobile is a prepaid service. Your monthly mobile plan fee is renewed automatically using your nominated payment details.

 

What is a Prepaid Balance?

You can choose to top up your Prepaid Balance to pay for any calls/texts or data that isn't part of your plan's included value.

The Prepaid Balance helps protect you from bill shock. You choose if and when to top up your Prepaid Balance, so you're in complete control of your spending and there's no nasty surprises for excess usage on your invoice.

To top up your Prepaid Balance, log into Toolbox and hit Add Prepaid Balance.

 

When do I get charged for my monthly mobile plan fee?

iiNet Mobile is a prepaid month-to-month subscription that's automatically renewed each month. Each month is billed in advance. You'll be charged for your next monthly plan fee 7 days before your next billing period begins. For example, if your billing period usually starts on the 10th of each month, you'll be charged on the 3rd.

 

What happens if I don't pay to renew my iiNet mobile plan?

If your payment fails, we'll send you an email and SMS to let you know so you can arrange payment. If your mobile plan renewal fee isn't paid, your mobile plan will be suspended on the date advised in our email/SMS.

If you pay the monthly plan renewal fee, your mobile service will be suspended within 1 business day after payment has cleared. We recommend credit card payment for the fastest resolution as Direct Debit payments can take up to 3 business days to clear.

Please note: If your mobile plan renewal fee remains unpaid for 30 days, your mobile plan will be disconnected. It may not be possible to recover your mobile number if you leave your service disconnected for a long time.

 

Can you suspend my mobile service while I'm on holiday?

Sorry, we can't do this. If you're going on an extended holiday and you don't want to lose your mobile number by cancelling your mobile service, we recommend changing to our cheapest mobile plan while you're not using it.

 

Managing and using your iiNet mobile service

How can I track my call and data usage?

You can check your usage in Toolbox.

 

 

What happens if I use all my monthly data?

If you have $10 in your Prepaid Balance, a 2GB data block will be automatically purchased for $10.

If you don't have enough Prepaid Balance for a data block, mobile data will be unavailable until your next billing period unless you top up your Prepaid Balance in Toolbox.

Note: Data blocks don't roll over to the next billing period.

 

How do I change my mobile plan?

You can change your iiNet Mobile plan at any time in your Toolbox for no additional fee.

If you requested a plan change at least 7 days before your next billing period, your plan change will happen at the start of your next billing period.

If less than 7 days' notice was given for the plan change, then the plan change will happen at the start of the following billing period. For example, if your next billing period starts on 1 January and you submit a plan change request on 29 December, your new plan will start on 1 February.

 

How do I manage my mobile service?

You can check your usage, change your plan, top up your prepaid balance, adjust your mobile settings, request your PUK code and more in Toolbox. 

 

 

How do I enable international roaming?

  1. Log in to Toolbox.

  2. Under the Mobile Service, select Settings

  3. Set the International Roaming ON/OFF switch to ON.

 

Is it possible to use premium services on iiNet Mobile?

No. Premium call/SMS services like 19/1900 numbers can't be used on iiNet Mobile.

 

Can I tether my phone?

Tethering lets your phone act as a Wi-Fi hotspot to let other devices use your mobile data. You can choose to tether your iiNet Mobile, but keep in mind that all data usage comes out of your monthly mobile data.

 

 

At iiNet, we understand that life can take unexpected turns. If you're facing financial hardship, we're here to help.

It is free to make an application or enter any financial hardship arrangement. Our customers have the right apply for short term or long-term assistance whenever they need.  

Our priority is to keep you connected, with disconnection being a measure of last resort.

 

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

 

What is financial hardship?

Financial hardship can happen for many reasons including loss of income, personal or household illness, change in family circumstances, or because of natural disasters.

iiNet considers financial hardship to be a situation where a customer, not-for-profit organisation, or business* is, or may be, unable to discharge their financial obligations owed to us or is experiencing other financial difficulties, and that customer or organisation considers they can discharge their financial obligation to us if an agreed arrangement for financial hardship assistance is implemented by us.

*a business that spends less than $40,000 annually with TPG Telecom and doesn’t have a genuine and reasonable opportunity to negotiate the terms of the contract and acquires telecommunication product(s) which are not for resale.

 

What are my options?

Some solutions we offer customers to stay connected include:

  • Payment arrangements
  • Applying restrictions on your services
  • Moving you to a lower cost contract or plan (subject to your contract)
  • Spend controls
  • Payment moratorium
  • Waiving fees or plan costs
  • Manual payment

 

How can I get help?

To make an application or for any assistance, please contact us on 13 22 58 (8AM-8PM AET Mon-Fri) or via web form.

We’ll complete our assessment within 5 business days of receiving your application. You can call us to monitor your application on 13 22 58.

 

Communication of financial hardship arrangements

If we agree to a financial hardship arrangement, we’ll contact you within 2 business days of completing our assessment. However, if we determine you are not eligible, we’ll inform you immediately.

You must contact us within 14 days if your circumstances change.

 

Where can I get further help?

The National Debt Helpline offers professional counsellors who can offer free and independent advice.

At iiNet, we are committed to providing accessibility for all customers whether that be the way you contact us or the products we develop.

We’ll also work with a family member, friend, power of attorney or legal guardian if nominated.  

 

If we cannot reach an agreed outcome, you can lodge a complaint.

If you’d like to seek a review or lodge a complaint, you can contact us here.    

Alternatively, you can make a complaint or contact the TIO for support and advice.

 

More information

For more information, please download our Financial Hardship Policy PDF.

To view PDF files, you'll need to install Adobe Reader on your computer, tablet or smartphone.

If your internet plan has a monthly data quota instead of unlimited data, your internet speed may be "shaped" if you use all your monthly data.

This information does not apply to iiNet Mobile.

 

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

 

Speed shaping

If your internet plan has monthly data instead of unlimited data, your internet speed may be "shaped" if you use all your monthly data.

A "shaped" service has a slower download and upload speed. You can look up your plan's shaped speed in the Critical Information Summary.

Shaping is automatically removed at the start of your next billing period when your monthly data resets. You can also choose to:

Note: Your data usage does not reset when you change plans in the middle of a billing period. Your current data usage will be counted against the total monthly data of your new plan.

 

How to check your data usage

You can check your data usage in Toolbox. Data usage is not available in Toolbox for unlimited data services.

Toolbox will also tell you:

  • If your plan has anytime data or peak/off-peak data (and when the peak/off-peak periods start and end)
  • When your monthly data resets
  • If any Data Packs are available

 

Anytime data vs. Peak/Off-peak data

Anytime data can be used at any time.

Peak/Off-peak data means you have two separate types of monthly data - one that can be used during the peak period, and one that can used during the off-peak period.

Peak/Off-peak data is also shaped separately. If you use all your Peak data, you'll be shaped during the peak periods but not during the off-peak period.

 

Data usage guide

As a general guide, 1GB of data usage will let you:

  • Receive 1000 emails
  • Surf the web for 20 hours
  • Watch 5 four minute YouTube video clips
  • Download 20 four minute music tracks
  • Download 40 photos

Your usage may vary. This guide assumes 100KB per email, web browsing at 30MB per hour, YouTube videos at 24MB per video (360p quality), music at 4MB per track, and 2MB per photo.

Are websites not loading properly? If your modem seems to be online but you're having trouble browsing the web, these steps will help identify the issue.

 

  1. Is the problem with all websites, or just one? If you can't browse to a single website but others work fine, switch to Unable to access a single website.
  2. Make sure the device you're using is connected to your modem by Ethernet cable or Wi-Fi.
  3. Check your modem's barcode sticker for a default gateway address, e.g. "http://192.168.1.1". Some modems have vanity addresses that include the manufacturer's name, like "http://tplinkmodem.net".
     
    Can't find the default gateway address? Try this guide for Windows or Mac computers.
  4. Enter your modem's default gateway address in your web browser and see if a login screen comes up. If you see a login screen, this means your device is definitely connected to your modem.
     
    Can't browse to your modem's default gateway? Switch to No Communication Between Modem and Device.
  5. Clear your browser cache, then try to view a website. Here are guides for popular browsers:
    - Mozilla Firefox Clear cache
    - Google Chrome Clear cache & cookies
    - Apple Safari Clear history, cache & cookies
    - Microsoft Edge Manage and clear cache
  6. Run a scan on your antivirus/anti-malware software.
     
    If any infections are detected, make sure they are quarantined and removed. Contact your software’s Customer Support if you need help.
  7. Does your antivirus/anti-malware software use a firewall? Temporarily disable the firewall and try to go to a website.
     
    Contact your software’s Customer Support if you need help to disable a firewall, or changing your firewall settings to allow web browsing.
  8. If you still can't view a website, follow this guide to ping the address "google.com".

    If the ping worked, try resetting your browser:
    - Mozilla Firefox Refresh to default settings
    - Google Chrome Reset to default
    - Apple Safari Remove all website data
    - Microsoft Edge currently can't be reset, please use a different browser.
  9. Couldn't ping "google.com"? Try pinging "203.12.160.35" instead.
     
    If you can ping "203.12.160.35", your device probably has the wrong DNS server. Try manually setting your DNS server.
  10. Can't ping "203.12.160.35"? There may be an issue with the TCP/IP settings in your computer. Try resetting your TCP/IP settings.
  11. Still can't view websites? Call us on 13 22 58 and we'll help you.

If your modem's default gateway address is starting with “169.254”, then resetting your network adapter to default settings may help fix the issue.

This process may also be known as a "winsock reset", or "comms reinstall".

 

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


 

Winsock Reset in Windows

  1. Click the Search icon (magnifying glass) in the bottom left-hand corner of the screen and type "cmd" into the search bar. 
    Windows 10 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. 
    Windows 10 Command Prompt right-click menu
  3. Type “netsh winsock reset” and then hit Enter on your keyboard.

    You’ll see the message “Winsock reset completed successfully” when it's done.
    Windows 10 Command Prompt window
  4. Restart your computer to finish.

 

Airport reset in Mac OSX or macOS

Mac OSX and macOS don't have Winsock, but you can try restarting your network.

 

  1. Hit the Network icon in the top right-hand corner, then select Turn Wi-Fi/Airport Off.
    Mac Network menu
  2. Wait 1-2 minutes, then hit Network > Turn Wi-Fi/AirPort On. 
    Mac Network menu

If you have trouble opening any PDF files, you may need to install Adobe Reader.

 

BizPhone Add-ons and Charges

BizPhone Downloads

BizPhone User Guides

BizPhone handset guides

Current models

Handset Guides
T43U Standard
T48U Premium
W76P Cordless
CP920 Conference

     

    Previous models

    Handset Guides
    W60P Cordless
    T42S / T42G Standard
    T48S / T48G Premium
    W56P Cordless
    T42G Standard
    T48G Premium
    CPE860 Conference

        Need more information? Give us a call on 13 86 89 to speak with our Business Support Team.

        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.

         

        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.
        2. Select My Products from the top menu bar and then select Phone. If you have multiple phone services, you may need to select the relevant phone number from the Product drop-down menu in the upper right-hand corner.
        3. Select Configure enhanced fibre phone from the left-hand column.
        4. CLID Blocking can be enabled by setting its toggle switch to ON and then clicking Submit.
        5. 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:

        Barring type Can’t call:
        Disabled
        (no call barring)        		 HRI*
        International Premium, HRI*
        Local National, Mobile, International, Premium, Special services, HRI*
        National International, Premium, HRI*
        National & Mobile Mobile, International, Premium, HRI*

        * HRI (High risk international): If you want to get high risk international numbers unbarred, please call us on 13 22 58.

         

        1. Log in to Toolbox.
        2. Select My Products from the top menu bar and then select Phone. If you have multiple phone services, you may need to select the relevant phone number from the Product drop-down menu in the upper right-hand corner.
        3. Select Configure enhanced fibre phone from the left-hand column.
        4. Call Barring can be enabled by setting its toggle switch to ON. Select the type of barring you want from the drop-down menu, and then click Submit. 
          Toolbox Call Barring

         

        Call Forwarding Always, Busy and No Answer

        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.
        2. Select My Products from the top menu bar and then select Phone. If you have multiple phone services, you may need to select the relevant phone number from the Product drop-down menu in the upper right-hand corner.
        3. Select Configure enhanced fibre phone from the left-hand column.
        4. Open your Call Forwarding options by setting its toggle switch to ON. You then have the following options:
          - Always forward calls
          - When busy, forward calls
          - When unanswered, forward calls
        5. Simply enter a destination phone number in the text box next to the desired option. Leaving a text block blank will keep that type of call forwarding disabled.
        6. Click Submit to save your settings. 
          Toolbox Call forwarding

         

        Call Forwarding Selective

        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.
        2. Select My Products from the top menu bar and then select Phone. If you have multiple phone services, you may need to select the relevant phone number from the Product drop-down menu in the upper right-hand corner.
        3. Select Configure enhanced fibre phone from the left-hand column.
        4. Open your Call Forwarding options by setting its toggle switch to ON.
        5. You'll see Selective call forwarding at the bottom of the box. This feature will immediately forward all calls from up to 2 phone numbers to a different phone number.
        6. Click Show Options to expand the Selective call forwarding options. 
          Toolbox Selective call forwarding
        7. Enter the phone numbers in the Phone 1 and Phone 2 text boxes.
        8. Enter the destination phone number in the Selectively forward to text box.
        9. Click Submit to save your changes. 

         

        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 disabled by default.

         

        1. Log in to Toolbox.
        2. Select My Products from the top menu bar and then select Phone. If you have multiple phone services, you may need to select the relevant phone number from the Product drop-down menu in the upper right-hand corner.
        3. Select Configure enhanced fibre phone from the left-hand column.
        4. Call Waiting can be enabled by setting its toggle switch to ON and then clicking Submit.
        5. When Call Waiting is enabled, you’ll hear a tone when there is a call waiting. To switch back and forth between the two calls, press the CALL button on your handset and then dial 2.
        6. 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.

         

        Do Not Disturb

        When Do Not Disturb is enabled, all incoming calls will be immediately forwarded to voice mail. If no voicemail is set up, then callers will hear a busy tone. 

        Do Not Disturb is disabled by default.

         

        1. Log in to Toolbox.
        2. Select My Products from the top menu bar and then select Phone. If you have multiple phone services, you may need to select the relevant phone number from the Product drop-down menu in the upper right-hand corner.
        3. Select Configure enhanced fibre phone from the left-hand column.
        4. Do Not Disturb can be enabled by setting its toggle switch to ON, and then clicking Submit.

         

        Voice Mail

        Setup

        1. Log in to Toolbox.
        2. Click My Products in the top menu bar and then select Phone.
        3. If you have multiple phone services, you may need to make sure the right number is selected from the Product drop-down menu.
        4. Select Configure enhanced fibre phone from the left-hand column.
        5. Make sure that the Voice mail toggle switch is set to ON. If you'd prefer to disable voice mail, set this switch to OFF.
        6. The default voice mail PIN is 0000. To change this, type a new 4-digit PIN in the text box next to Voice mail PIN.
        7. Select the Ring length before diverting to voice mail from the drop-down menu (25, 35 or 45 seconds).
        8. You can also choose to forward or copy your voice mail to an email address by setting Voice mail forwarding to ON and entering an email address.

          - Forward will deliver your voice mail to the nominated email address as a .wav sound file. It will not leave a copy in your voicemail box.
          - Copy will send a .wav sound file to your email address, but it will also leave a copy in your voicemail box.

        9. Click Submit to save your changes. It may take up to 1 hour for your changes to come into effect. 
          Toolbox Voice mail

         

        Accessing Voice mail

        1. When you have new voice mail messages, you’ll hear a stuttered tone instead of the normal dial tone when you lift your Fibre Phone handset.
        2. To listen to your voice mail using your Fibre Phone handset, dial 101 and then enter your voice mail PIN using the keypad.
        3. If you’re using a different phone service to retrieve voice mail left for your Fibre Phone service, call the appropriate number for the state you’re in. Please note that this option is not available in the Northern Territory - please see step 2. 
          State Voice mail number
          ACT 02 6104 9000
          NSW 02 9029 0000
          TAS 03 6294 6000
          VIC 03 9029 0000
          QLD 07 3122 0000
          WA 08 6262 0000
          SA 08 7122 0000
        4. Following the prompts, you’ll need to enter your Fibre Phone number and then your voice mail PIN using the keypad.

         

        Call Return

        Call Return is a standard feature that does not need to be enabled or disabled. When used, it will dial the last number that called your phone number (it doesn’t matter if the call was answered or not).

         

        1. To use call return, dial *69 on your handset. Standard call costs apply.

         

        3 Way Call

        3 Way Call is a standard feature that does not need to be enabled or disabled. It allows you to talk to 2 callers at the same time (conference call).

         

        1. To make a 3 way call, call one of the participants. When the call is answered, press the CALL button on your handset and dial the number of the other participant.
        2. Press the CALL button again and then dial 3 to begin the 3 way call. Standard call costs apply.

         

        nbn Fibre Phone is a VoIP phone service 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.

         

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

         

        Set up nbn® Fibre Phone 

        Before you get started

        Make sure you have the following:

        • An active nbn FTTP service
        • An active nbn Fibre Phone service
        • A phone handset with a standard RJ11 phone cable
        • If your home has smart wiring for phone cables, you’ll need an additional RJ11 phone cable if you’re not plugging your handset directly into the nbn Connection Box.

         

        Plugging into nbn Connection Box

        Once your nbn Fibre Phone service is active, all you’ll need to do is plug your handset into the UNI-V 1 port on the nbn Connection Box using an RJ11 phone cable. You may need to lift the cover to do this.

        NBN Connection Box UNI-V1 port

         

        Plugging in via smart wiring

        Smart wiring is specially installed by an ACMA-approved electrician and must include phone cable wiring in order to work with Fibre Phone. Sockets previously used for landline phones and ADSL broadband will not work unless an electrician re-wired them for smart wiring.

        1. Plug one end of your RJ11 phone cable into the UNI-V 1 port on your nbn Connection Box, and then plug the other end into an available phone port on the nearby patch panel.
        2. Use another RJ11 phone cable to plug your phone into the corresponding phone port on another patch panel in your home. Please note that the phone cables should never be connected to a switch or router. 
          nbn Fibre Phone Smart wiring

         

        Troubleshooting nbn® Fibre Phone: Can't make or receive calls

        1. Ensure that your nbn connection is online. Fibre Phone requires working internet to operate. Visit our Network Status page to see if any known issues in your area are affecting your internet connection.
        2. Check your address on nbn®'s Network status and outages page to see if an unforeseen incident or planned maintenance is affecting your connection.
        3. Ensure your handset has power. Wireless handsets in particular may require charging or new batteries.
        4. Ensure that all cables are undamaged and plugged in securely.
        5. If you suspect your handset is faulty due to age and/or wear and tear, we recommend obtaining another handset for troubleshooting.
        6. Attempt to make or receive a call.
        7. Locate your indoor nbn equipment - this will be a Connection Box and a Power Supply unit. This is most commonly installed on the inside of an outer wall of the premises, sometimes in the garage.
        8. Plug your phone handset directly into the UNI-V 1 port on your nbn Connection Box.

           Note: If your Fibre Phone service doesn’t work, try using the UNI-V2 port instead
           
          NBN Connection Box UNI-V1 port
        9. Attempt to make or receive a call.
        10. If you can make or receive a call when your phone is plugged into the nbn Connection Box but not when it's plugged into any smart wiring ports, there may be a problem with your home’s internal wiring. If you suspect this is the case, please contact an ACMA-licensed electrician to investigate.
        11. Turn off the electrical outlet for the Power Supply Unit and leave it off for at least 60 seconds.
        12. Turn both outlets back on and wait for the lights to settle.
        13. Attempt to make or receive a call.
        14. Call us on 13 22 58 for further assistance. If you have no access to a working phone service, please email support@iinet.net.au.

         

        Troubleshooting nbn® Fibre Phone: Call Dropouts

        1. Ensure all cables are undamaged and plugged in securely.
        2. Ensure your handset has power. Wireless handsets in particular may require charging or new batteries.
        3. When calling on a wireless handset, ensure you remain in range of the base station while making a call. Range varies from handset to handset; check the manufacturer's website for your handset's technical specifications.
        4. If you suspect your handset is faulty due to age and/or wear and tear, we recommend obtaining another handset for troubleshooting.
        5. Ensure that your internet connection is not dropping out at the same time as your Fibre Phone calls by attempting to view a website. Fibre Phone requires working internet to operate.
        6. Locate your indoor nbn equipment - this will be a Connection Box and a Power Supply unit. This is most commonly installed on the inside of an outer wall of the premises, sometimes in the garage.
        7. Plug your phone handset directly into the UNI-V 1 port on your nbn Connection Box.
          NBN Connection Box UNI-V1 port
        8. Make a test call.
        9. If you don't get call dropouts when phone is plugged into the nbn Connection Box but you do when it's plugged into any smart wiring ports, there may be a problem with your home’s internal wiring. If you suspect this is the case, please contact an ACMA-licensed electrician to investigate.
        10. Turn off the electrical outlet for the Power Supply Unit and leave it off for at least 60 seconds.
        11. Turn both outlets back on and wait for the lights to settle.
        12. Make a test call.
        13. Temporarily disable any firewall, antivirus or anti-malware software and make a test call.
        14. If the dropouts stop while the software is disabled, your firewall or antivirus may be blocking the internet traffic for your Fibre Phone calls. Please contact your security software’s Customer Support if you're not sure how to temporarily disable the software, or you need help changing the software settings to allow Fibre Phone (VoIP) calls.
        15. If a fault needs to be lodged for your service, we'll need the date, time, and number dialed for at least 3 calls that dropped out. Please make notes for easy reference, e.g:
          27/4/2020 - 7:30PM - 9400 1234
          28/4/2020 - 8:30AM - 9400 5678
          28/4/2020 - 10:00AM - 9300 1234
        16. Call us on 13 22 58 for further assistance. If you have no access to a working phone service, please email support@iinet.net.au.