Please follow the steps below to set up your TP-Link AX6000.

1. Ensure your nbn Connection Box is turned on.
2. Plug an Ethernet cable from the UNI-D1 port or 2.5G port on your nbn Connection Box into the blue WAN port on your TP-Link router.
   
3. Plug in the power cable and turn your AX6000 on using the Power button.
4. Connect a device to your AX6000 via WiFi or Ethernet cable and go to http://192.168.1.1 in your browser.
5. Log in with your TP-Link username and password. By default these are:
   Username: admin
   Password: admin
6. On the home screen, select Advanced and Network.
7. Select Internet option.
8. Select PPPoE as Internet Connection Type.
9. Enter your iiNet Username and Password.
10. Select IPTV option and enabled IPTV.
11. Select Custom from ISP Profile.
12. If your nbn plan was activated before 1 March 2023 or you have nbn Phone included in your service, more settings are needed. Enter 2 for Internet VLAN ID and 0 for Internet VLAN Priority and enable 802.1Q Tag.
13. Select Save.

Your TP-Link AX6000 should now be online. If you're still having issues, please see Improving WiFi Signal or call us on 13 22 58 for further assistance.

Please follow the steps below to set up your TP-Link AX6000.

1. Ensure your nbn Connection Device is turned on.
2. Plug an Ethernet cable from the yellow Gateway port on your nbn Connection Device into the blue WAN port on your TP-Link router. 
   
3. Plug in the power cable and turn your AX6000 on using the Power button.
4. Connect a device to your AX6000 via WiFi or Ethernet cable and go to http://192.168.1.1 in your browser.
5. Log in with your TP-Link username and password. By default these are:
   Username: admin
   Password: admin
6. On the home screen, select Advanced and Network.
7. Select Internet option.
8. Select PPPoE as Internet Connection Type.
9. Enter your iiNet Username and Password.
10. Select IPTV option and enabled IPTV.
11. Select Custom from ISP Profile.
12. If your nbn plan was activated before 1 March 2023 or you have nbn Phone included in your service, more settings are needed. Enter 2 for Internet VLAN ID and 0 for Internet VLAN Priority and enable 802.1Q Tag.
13. Select Save.

Your TP-Link AX6000 should now be online. If you're still having issues, please see Improving WiFi Signal or call us on 13 22 58 for further assistance.

Please follow the steps below to set up your TP-Link AX6000.

1. Ensure your nbn Connection Device is turned on.
2. Plug an Ethernet cable from the UNI-D1 port on your nbn Connection Box into the blue WAN port on your TP-Link router.
   Note: if UNI-D1 doesn't work, try each UNI-D port.
   
3. Plug in the power cable and turn your AX6000 on using the Power button.
4. Connect a device to your AX6000 via WiFi or Ethernet cable and go to http://192.168.1.1 in your browser.
5. Log in with your TP-Link username and password. By default these are:
   Username: admin
   Password: admin
6. On the home screen, select Advanced and Network.
7. Select Internet option.
8. Select PPPoE as Internet Connection Type.
9. Enter your iiNet Username and Password.
10. Select IPTV option and enabled IPTV.
11. Select Custom from ISP Profile.
12. If your nbn plan was activated before 1 March 2023 or you have nbn Phone included in your service, more settings are needed. Enter 2 for Internet VLAN ID and 0 for Internet VLAN Priority and enable 802.1Q Tag.
13. Select Save.

Your TP-Link AX6000 should now be online. If you're still having issues, please see Improving WiFi Signal or call us on 13 22 58 for further assistance.

As of 22 January 2025, Fetch services are no longer available from iiNet. Learn more.

The Fetch parental PIN allows you to restrict access to particular channels, recorded or downloaded programs or material based on its content classification. The PIN is also required to access some settings on your Fetch box.

By default. the PIN is 0000. Please follow the instructions below to change the PIN.

1. Press the Menu button on your Fetch remote.
2. Select the Gear icon.
3. Select User.
4. Select PIN Change.
5. Enter your current PIN.
6. Enter and then confirm your new PIN.
7. Select Save.
8. Select OK to finish.

If you can't get calls on your nbn® phone or Netphone service, these steps will help you identify the issue.

nbn® Phone and Netphone are VoIP phone services that work over the internet.

1. Is your phone service still new? We'll send you and email and SMS when it's ready to use.
    
   If you're moving an existing phone number to iiNet: After your internet is connected, it can take up to 5 days to transfer your number. During this time you can make calls using a temporary number, but you won't get calls.
2. Is your internet working? Your phone service can't work without internet. You can check your address for an internet outage or planned maintenance on our Network Status page.
3. Find your modem and make sure your phone and all cables are plugged in securely and not damaged. Replace any damaged cables.
    
   Note: If your phone is damaged, please replace it or contact the seller for a warranty claim.
4. Make sure your phone has power. Wireless phones may have batteries that need to be recharged or replaced.
5. Turn off your modem’s power outlet for at least 5 minutes.
6. Turn the outlet back on and wait for your modem’s lights to settle, then try to make a call.
7. If you still can't get calls, please use an alternative phone service to call us on 13 22 58 for further assistance.
    
   Note: If you have no access to a working phone service, please email support@iinet.net.au.

1. Turn off your modem at the wall socket.

2. Wait 60 seconds and turn your modem back on.

3. When the modem lights have settled into a stable pattern, run a speed test.
   
   Note: If you're testing your speed on a device connected to your modem via Wi-Fi, stand next to your modem to rule out any Wi-Fi signal issues.

4. If your Wi-Fi is only slow in certain parts of your home, check out our guide on improving Wi-Fi signals.

5. Unplug all other devices connected to your modem's Ethernet ports.

6. Turn off or disconnect all other devices connected to your modem's Wi-Fi (except one test device such as a mobile phone).

7. On the test device, close all apps or programs that are using your broadband connection and turn off any mobile data networks (e.g. 4G).

8. Run a speed test.
   
   If speed improves on a single device, you may be running more devices or programs than your current plan can handle. Please call us on 13 19 17 to see if you can switch to a different type of internet service that will better suit your needs.

9. If you have an iiNet modem and require further assistance, please call us on 13 22 58.

Here’s how you can set up a compatible bring-your-own (BYO) modem for iiNet nbn HFC.

Your nbn Phone service and included calls are not available if you use a BYO modem.

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

Here’s how you can set up a compatible bring-your-own (BYO) modem for iiNet nbn FTTC.

Your nbn Phone service and included calls are not available if you use a BYO modem.

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

Here’s how you can set up a compatible bring-your-own (BYO) modem for iiNet nbn FTTP.

Your nbn Phone service and included calls are not available if you use a BYO modem.

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

Why was my payment taken before the due date?

Direct debit payments are taken up to 3 working days before the due date to allow time for the payment to clear.

For same-day invoice payments, please switch your payment method to a credit card in Toolbox, as these payments can process instantly.

Why am I paying in advance?

All iiNet services are billed monthly in advance. Having your service charges covered for a month in advance allows you to change plans or move house with fewer service disruptions due to unpaid bills.

What happens when I change my plan?

When you change your plan:

• Any charges you paid in advance for your old plan will be credited back to your account.
• You’ll be billed one month in advance at the rate for your new plan instead.
• The resulting invoice alignments will be shown on your next invoice. 
• When downgrading to a cheaper plan, your next invoice may be lower than usual due to the credit you received for your old plan.
• When upgrading to a more expensive plan, your next invoice will be higher than usual due to the charges for your new plan.

Why did I get another invoice after a plan upgrade?

When you upgrade your plan, it’s not a simple matter of adding $5, $10 or $20 to your next bill. Our billing system will immediately make an adjustment for the charges in your current billing period.

For example, say you have a $69.99/mth plan that’s currently paid in advance up to 24 May. If you upgrade to a $74.99/mth plan on 28 April, here’s what the adjustment invoice would look like.

Please note: If you're trying to follow along with a calculator, it's worth noting that our billing system calculates fees right down to the second. It's unlikely that a service would be activated at exactly 12AM, so while a $69.99 plan may cost $2.30 for each full day, less than that would be charged for the day a service was activated.

If you have any questions, please send us an invoice query.

Why have I only been charged for part of a month?

You only get charged for the time you have an active broadband service or a particular plan. If you:

• Have a broadband service activated partway through the month; or
• Change plans partway through the month;

Then you’ll only be charged for part of the month, instead of the full month.

For more information, including detailed examples, see Understanding Invoice Alignments.

What should I do if I don’t understand a charge on my invoice?

If you have any issues with your iiNet bill, please send us an invoice query.