• Important facts about International Roaming
• How to turn on International Roaming
• How to turn off International Roaming
• How to use your mobile service while roaming
• How to call someone who's roaming
• Data charges while roaming
• Call charges while roaming
• SMS/MMS charges while roaming
• Alternatives to International Roaming

Important facts about International Roaming

• International roaming is turned on by default for all iiNet Mobile customers from 29 November 2023.
• All International Roaming is charged out of your Prepaid Balance. If you don't have enough Prepaid Balance, you won't be able to use your TPG Mobile service overseas until you top up your Prepaid Balance.
• International Roaming is expensive. In addition to higher rates for calls, SMS/MMS and data, you're also charged for receiving calls and MMS. Rates are subject to change - you can look them up on our website.
• You're responsible for all charges accrued by using your mobile service overseas, just like you are when you’re in Australia.
• International Roaming usage info may take up to 48 hours to reach us, which means you won't see up-to-date mobile usage in Toolbox. To check your usage, just log in and hit Mobile Usage like you would in Australia.
• International Roaming may not be available in some destinations. Mobile data, SMS/MMS, or calls may not work on certain overseas networks, or may not work with your phone because it uses a different frequency.
• Network quality, coverage and capability can vary greatly depending on where you are.
• We recommend using alternatives to International Roaming instead.

How to turn on International Roaming

Important: Make sure International Roaming is turned on before you leave Australia. If you need to turn on International Roaming after leaving Australia, please call us on +61 8 9214 2222 from any phone.

1. Make sure that you understand rates applicable in your destination.

2. Log in to Toolbox and hit Settings

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

   

4. Select Enable International Roaming.

   

5. You'll get an email/SMS to confirm that International Roaming is turned on. You can top up your prepaid balance to pay for International Roaming usage.

How to turn off International Roaming

Note: If you can't log into Toolbox and you need to turn off International Roaming, please call us on +61 8 9214 2222 from any phone.

1. Log in to Toolbox and hit Settings,

2. Set the International Roaming ON/OFF switch to OFF. You'll get an email/SMS to confirm that International Roaming is turned off.

   

How to use your mobile service while roaming

• Once you arrive at your destination, make sure roaming is turned on in your phone settings.

• If International Roaming is turned on, your phone should automatically connect to a compatible network. If not, try restarting your phone. 

• If no network displays, you’ll need to manually select a network carrier. Different network carriers will be available in different destinations.

• To make local calls, simply dial the phone number and include any local area codes.

• To make international calls, including calls to Australia, the dialling code should replace the first zero in the phone number. For example, “08 1234 5678” would be dialled as “+618 1234 5678”.
  
  If the first digit of the phone number is not a zero, then just put the dialling code before the entire phone number.

• To get your voicemail, just dial 121 from your phone.
  
  You can also dial +61414121121 using another phone service and follow the prompts to enter your mobile number and voicemail PIN.

How to call someone who's roaming

If you're in Australia: Just call their mobile number as usual.

If you're also outside Australia: Replace the first zero in their mobile number with the Australian dialling code, +61. For example, “04 0123 4567” would be dialled as “+614 0123 4567”.

Data charges while roaming

All data is charged in 10kB increments. A data session starts when any internet activity begins on your phone, and ends when:

• you turn your mobile device off;
• turn your data connection off;
• switch to flight mode;
• you lose network reception; or
• your phone hasn't sent or received data for a period of time.

Call charges while roaming

While roaming, all calls are all charged in 60-second increments, with a minimum charge of 60 seconds. This charge also applies if you receive a call while roaming, as it covers the cost of re-routing the call from Australia.

Rates vary according to the Zone you're in, which you can look up on our website.

You won't be charged if you don't answer an incoming call.

SMS/MMS charges while roaming

Rates vary according to the Zone you're in, which you can look up on our website.

SMS are the original text message, while MMS includes multimedia like pictures and video.

Alternatives to International Roaming

• Local SIM: If your phone is unlocked, you can buy a SIM from a local mobile provider when you arrive at your destination.
   
• Travel SIM: You can buy a Travel SIM to use overseas, and some Travel SIMs may let you to pay with Australian dollars. If you're buying a Travel SIM, make sure there's enough time for the SIM to be delivered before you leave Australia. 
   
• Wi-Fi: You can use the internet over Wi-Fi without using your mobile data. To stop mobile data being used, turn off mobile data in your phone settings. Apps like Skype and WhatsApp can also be used to make calls and send messages over Wi-Fi.

• Can't send any SMS or MMS
• Can't send MMS
• iiNet Mobile APN settings
• iiNet Mobile MMS settings

Can't send any SMS or MMS

1. Your service may just be affected by an outage or planned maintenance. You can check our Network Status page.
   
   If there is an outage or planned maintenance, the results will give you an estimated fix time.
2. Even if you're in our iiNet Mobile coverage area, certain locations may have a weak mobile signal, like basements, underground tunnels, or large shopping centres.
    
   Try sending an SMS/MMS while outside.
3. Are you trying to SMS/MMS an international mobile number? Some international mobile networks just don't support SMS/MMS. If this is the case, you'll need to use an instant messaging app like Messenger, or email.
    
   If you know that SMS/MMS works in the destination you're sending it to, then check how the mobile number is dialled or saved in your mobile contacts:
   
   - The dialling code should replace the first zero in a mobile number. For example, a London mobile number "07937123123" should be "+447937123123".
   - If the first digit of the mobile number is not a zero, then just put the dialling code before the entire mobile number.
4. If your handset displays an error message like "No Network", "No Service" or "Select Network", follow this guide to manually select your carrier.
   
   Try sending another SMS/MMS after your carrier is selected.
5. Make sure your phone settings have the SMSC (Short Message Service Centre) or MCN (Message Centre Number) set to "+61415011501".
   
   If you can't find your phone in the Vodafone device guides, check the manufacturer's website or run a Google search for a guide on how to do this.
6. Do you have another phone that fits your iiNet SIM? If you can send SMS/MMS on one phone but not another, the phone that can't send SMS/MMS may be damaged or faulty.
    
7. Faulty phones need to be repaired or replaced. Contact the seller for a warranty claim.
8. Still can’t send SMS? Call us on 13 22 58 for assistance.
   
   If you can send SMS but not MMS, try the steps below.

Can't send MMS

If you can send SMS but MMS isn't working, try these steps:

1. Make sure the MMS file size, especially video MMS, doesn't exceed the file size limit allowed by your phone.
   
   You'll usually get a popup on your phone telling you if the file is too big.
2. Make sure mobile data is turned on in your phone settings. If mobile data is off, MMS may not work properly.
   
   Check the manufacturer's website or run a Google search if you're not sure how to do this on your phone.
3. Make sure your phone has the following MMS settings:
   
   APN: live.vodafone.com
   MMSC: http://pxt.vodafone.net.au/pxtsend
   MMS Proxy: 10.202.2.60
   
   If you can't find your phone in the Vodafone device guides, check the manufacturer's website or run a Google search for a guide on how to do this.
4. Still can’t send MMS? Call us on 13 22 58 and we'll help you out.

iiNet Mobile APN settings

Most phones will automatically detect your APN based on your SIM, and you won't need (or be able) to adjust these settings.

If your phone asks you to choose from a list of providers, pick Vodafone.

• Name: VF WEB
• APN: live.vodafone.com
• APN type: default
• MCC: 505
• MNC: 3

iiNet Mobile MMS settings

Most phones will automatically detect your MMS settings based on your SIM, and you won't need (or be able) to adjust these settings.

• Name: Vodafone AU-MMS
• APN: hos
• APN type: mms
• MMSC: http://pxt.vodafone.net.au/pxtsend
• MMS Proxy: 10.202.2.60
• MMS Port: 8080
• MCC: 505
• MNC: 3

• Can't make or receive calls
• Can’t make International calls
• Can’t make premiums calls

Can't make or receive calls

1. Your service may just be affected by an outage or planned maintenance. You can check our Network Status page.
   
   If there is an outage or planned maintenance, the results will give you an estimated fix time.
2. Even if you're in our iiNet Mobile coverage area, certain locations may have a weak mobile signal, like basements, underground tunnels, or large shopping centres.
    
   Try making a call while outside.
3. Make sure that Flight Mode or Airplane Mode is turned off:
    
   - On Android phones, use two fingers to swipe down from the top of the screen and then tap the Flight Mode icon to turn it on or off.
   
   
   - On iPhones, swipe down from the top right of the screen and then tap the Airplane Mode icon to turn it on or off.
   

4. Make sure that Do Not Disturb mode is turned off:
    
   - On Android phones, please follow this guide from Google Support.

   - On iPhones, please follow this guide from Apple Support.

5. Log into Toolbox and hit Settings, then the plus (+) icon next to Call Barring. Make sure that Bar All Outgoing Calls is turned off.
6. Turn your phone off, wait two minutes, and then turn it on again. After your phone has restarted, try making a call again.
7. Does your phone show a message like "No Network", "No Service" or "Select Network"? Follow this guide to manually select your carrier.
8. Does your phone show "Line 2"? Hold the # key on your phone until a message like “Change Phone Line” comes up on the screen, and then hit OK.
   
   If this doesn't work, check the manufacturer's website for a guide on how to turn off Line 2.
   
   Line 2 is a feature like Call Waiting that is used by some international networks, but it doesn't work in Australia and it will stop you from making calls.
9. Do you have another phone that fits your iiNet SIM? If you can make calls on one phone but not another, the phone that can't make or calls may be damaged or faulty.
   
   Faulty phones need to be repaired or replaced. Contact the seller for a warranty claim.
10. Still can’t make calls? Use another phone to call us on 13 22 58 or contact us on Live Chat and we'll help you.

Can’t make International calls

If you can make local or Standard National calls but can’t call International numbers, try these steps:

1. Log into Toolbox and hit Settings, then the plus (+) icon next to Call Barring. Make sure that Bar All Outgoing International Calls is turned off.
2. Make sure that the number is dialled correctly:
   
   - The dialling code should replace the first zero in a mobile number. For example, a London mobile number "07937123123" should be "+447937123123".
   - If the first digit of the mobile number is not a zero, then just put the dialling code before the entire mobile number.
3. Confirm that the number you’re calling isn’t for a High Risk Calling Destination as these are blocked by default.
    
   If you need to call a high risk destination, please call us on 13 22 58.
4. Some iiNet Mobile plans have a monthly quota for International Minutes, or only include International calls for select destinations.
   
   You can check your International Minutes in Toolbox by selecting Mobile Usage.
    
   If you’ve used all your International Minutes or you’re trying to call a destination that isn’t included on your iiNet Mobile plan, you can Top up your Prepaid Balance to make the call at standard rates.

Can’t make premiums calls

Calls to premium rate numbers (e.g. beginning with 19, 1900, 1901 or 1902) are not available on iiNet Mobile. There is no way to enable these calls.

• Find the best spot for your modem
• Make sure you’re using the best Wi-Fi bands
• Check how old your devices are
• Other hardware solutions for your home network

Find the best spot for your modem

• Putting your modem in a clear, central location in your home will help the Wi-Fi signal reach the most rooms. 
• It’s best to put your modem on a desk or shelf - being low to the ground can weaken your Wi-Fi signal.
• Obstacles like walls, floors and ceilings will reduce Wi-Fi signal a bit, but large pieces of metal and liquids will reduce it more. Keep your modem away from large appliances like fridges or microwaves, fish tanks and hot water systems.
• Make sure your modem has air flow around it – if it’s crowded with other devices, it could overheat.
• Don’t shut your modem in a cupboard. You can tape over the modem’s lights if they bother you. 

Can’t move your modem?

If you need to keep your modem in a certain spot due to a 4G/5G wireless signal or available power outlets, some extra hardware may help your home network.

Make sure you’re using the best Wi-Fi bands

Wi-Fi uses different radio frequencies, known as “bands”. Modems typically have both 5GHz and 2.4GHz bands, and the latest modems may also have 6GHz.

• 2.4GHz: Slower speeds with a longer range. Used by lots of other devices like baby monitors and microwaves, so it can have more interference.
• 5GHz: Faster speeds with a shorter range. Less interference because older devices don’t use it.
• 6GHz: Fastest speeds with a similar range to 5GHz. The least interference because it’s the newest technology.

Most current modems have a feature called “Band Steering”, which will automatically connect to the best Wi-Fi band in range. So if you walk out of 5GHz range, it will switch your phone to 2.4GHz to keep connected but your speed will be slower.

If your modem doesn’t have Band Steering, you’ll need to choose which Wi-Fi band to connect to.

An easy way to check is to look at the modem’s barcode sticker – if you see 2 different WiFi network names, or “SSID”s, and one has “5G” in it, that’s the one you need to connect to for 5GHz.

Got an iiNet modem with custom Wi-Fi details? Our Basic Wi-Fi Settings guide will help you check the name of the 5GHz Wi-Fi network.

Check how old your devices are

Newer devices support the latest generation of Wi-Fi – for example, a Wi-Fi 6 device will perform better than Wi-Fi 4.

If your device if less than 5 years old, no worries – but if it’s older, it’s a good idea to look up what Wi-Fi it supports.

Even if you can’t upgrade to a newer device right now, the other advice in this guide could still help your Wi-Fi performance.

• Older modems that only have Wi-Fi 4 or 5 won’t be as fast as newer modems with Wi-Fi 6 or 7.
• Older modems may not have a Band Steering feature, so connected devices won’t switch Wi-Fi bands automatically. Devices on the 5GHz band may drop out if you go out of range.
• Newer modems are backwards-compatible with older Wi-Fi generations, so older devices can still connect but performance will be limited.
• Older devices may not be able to connect to the latest Wi-Fi. You could have a modem that goes up to Wi-Fi 6, but if your device only supports Wi-Fi 4, performance will be limited to Wi-Fi 4, too.

Other hardware solutions for your home network

• Always connect a device with an Ethernet cable if you can
  It means there’s more bandwidth available for the devices that have to use Wi-Fi. When more devices are competing to use the Wi-Fi at the same time, it can cause performance issues.
   
• Keep an eye on how many Wi-Fi devices you have
  If you have so many devices using your Wi-Fi that it’s causing performance issues, a quick fix is simply to turn the unimportant devices off. You may have more devices connected than you think - if you log into your modem settings using the details on its barcode sticker, you should be able to find a list of all connected devices.
   
  
  
   
• Consider internal Ethernet wiring
  Also known as “smart wiring”, this is a serious investment for people who want to have Ethernet wall sockets in different rooms to connect their devices. It must be installed by a registered cabler.
   
• A Wi-Fi mesh network can boost your Wi-Fi signal
  You can have one or more Wi-Fi mesh devices placed in different rooms. They’ll connect with your modem and each other to relay your Wi-Fi signal from multiple points, reducing “dead spots” in your Wi-Fi coverage.

• Where is Ultra Broadband FTTB available?
• How is Ultra Broadband FTTB connected?
• What do I need for an Ultra Broadband FTTB connection?
• How does FTTB Phone work?
• How long does it take to get connected to Ultra Broadband FTTB?
• Can I use smart wiring with Ultra Broadband FTTB?
• Will my medical alarm, security alarm, EFTPOS machine or fax machine work on Ultra Broadband FTTB?

Where is Ultra Broadband FTTB available?

iiNet Ultra Broadband FTTB is available in select buildings nationwide. You can check your address on our website.

How is Ultra Broadband FTTB connected?

Fibre optic cable will run to your building's Main Distribution Frame (MDF), which is typically in the basement or a locked telecommunications cabinet. From there, copper wiring will run to a wall socket in each unit within the building.

What do I need for an Ultra Broadband FTTB connection?

We'll send you a modem when you order Ultra Broadband FTTB. BYO modems aren't supported on Ultra Broadband FTTB but you can connect your own Wi-Fi router to your iiNet modem if you'd like.

Some connections need a Network Termination Unit (NTU), which is an extra device your modem plugs into before plugging into the wall. If you need one, we'll deliver it with your iiNet modem.

Note: If you move out, please leave your NTU behind. It won't be useful at your new place.

You'll also need a phone to plug into your modem if you want to use your iiNet FTTB Phone service.

How does FTTB Phone work?

FTTB Phone is a VoIP (Voice over Internet Protocol) phone service that uses your internet connection to make phone calls.

How long does it take to get connected to Ultra Broadband FTTB?

Most connections are done within 10 business days. It may take up to 20 business days if it's the first time your address has been connected to Ultra Broadband FTTB, or if an installer needs to come to your place.

If you do need an installation, we'll book the earliest available appointment by default - or you can choose a later date if it's more convenient.

Can I use smart wiring with Ultra Broadband FTTB?

Smart wiring is internal Ethernet cabling at your house. It means you have Ethernet wall sockets to connect devices to your nbn modem without running Ethernet cables along the floor or under doors. It's a good investment for heavy internet uses, or larger homes that don't get enough coverage from a standard Wi-Fi signal.

You can use smart wiring with Ultra Broadband FTTB, but it won't be included with your installation. You'll need to hire a registered cabler to have smart wiring installed.

Note: Existing smart wiring may need to be re-wired to work with Ultra Broadband FTTB.

Will my medical alarm, security alarm, EFTPOS machine or fax machine work on Ultra Broadband FTTB?

Many devices that work over phone lines can work on Ultra Broadband FTTB, but you need to contact your service provider to make sure before you switch. You may need to get a different type of product that will work on Ultra Broadband FTTB.

Note: iiNet does not offer a Priority Assistance service. If you have Priority Assistance or believe you may be eligible, please consider this before ordering.