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.

Whether you’re re-using a modem from your previous nbn® provider or you bought one from your local computer store, most nbn modems will work with iiNet nbn. However, there are a few exceptions that we'll explain here.

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 FTTB/N.

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:

You can download your invoices from Toolbox. If you've never logged in to Toolbox before, please see An Introduction to Toolbox.

1. Your Invoice Number and Customer Number are displayed here. You can use these as a reference if you need to contact us.
   
2. Your Opening Balance, This Bill Amount and total Amount Due give a top line view of charges incurred and owing.
   
3. Your Payment Due Date is the date on which payment must be made.
   Note: Direct debit payments are taken on this date but may take up to 3 working days after to clear.
   
4. Your Account Summary displays a summary of the charges for each type of service you have.
   
5. You can see your Previous Bill amounts here for comparison.
   
6. You'll find How to pay information here.
   
7. There are handy tool tips on page 2.
   
8. Service Details shows a detailed breakdown of your services and charges.
   
9. This includes the period any charges cover. iiNet services are billed monthly in advance - so an April invoice will include charges for May.
   
10. Any pro-rated charges are for part of the month only. For example, this can happen if you change plans partway through the month.
11. Zero cost services like included VoIP appear with no charges.
    
12. Excess usage charges such as PAYG calls appear here.
    

This article will help you understand your iiNet invoice.

You can download your invoices from Toolbox. If you've never logged in to Toolbox before, please see An Introduction to Toolbox.

1. Your Account Number and Invoice Number are displayed here.
    
   
   
   You can use these as a reference if you need to contact us.
2. Your Opening Balance, Bill Amount and total Amount Due give a top line view of charges incurred and owing.
   
3. Your Payment Due Date is the date on which payment must be made.
    
   
   
   Note - Direct debit payments may be taken up to 3 working days prior to this.
4. Your Account Summary displays a summary of the charges for each type of service you have.
   
5. Any payments you've made manually since your last invoice are shown here.
   
6. This section displays any adjustments made to your previous invoice.
   
7. Invoice charge details gives you a more detailed breakdown of charges.
   
8. This includes the period any charges cover.
   
   iiNet services are billed monthly in advance - so a January invoice will include charges for February.
9. Any pro-rated charges are for part of the month only.
   
   For example, this can happen if you change plans partway through the month.
10. Zero cost services such as mailboxes appear with no charges.
    
11. Excess usage charges such as PAYG calls are displayed here.
    

You can check the status of your order in Toolbox.

If you've never logged into Toolbox before, please see an Introduction to Toolbox.
 

1. Log in to Toolbox with your broadband username and password.
    
2. Any order in progress appears on the Installation Tracker of the Dashboard.
    
   
3. The Installation Tracker shows you details of each order step.
    
4. A tick appears beside any completed step.
    
   
5. The current status of your order is highlighted in orange.
    
   
6. If your nbn order requires an appointment, the date and time will be displayed.
    
   
7. Click "request to reschedule" to reschedule your appointment if required.
    
   

Please click the links below for handy information relating to orders & installations.

• Checking my order status in Toolbox
• Reschedule an NBN appointment
• Track my delivery
• What to expect during a technician visit

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 is my bill higher than expected after a plan upgrade?

When you upgrade your plan, it’s not a simple matter of adding $10 or $20 to your next bill. Our billing system needs to calculate the charges for your previous and current billing periods, as well as charge for a month in advance.

For example, say you have a $79.99/mth plan that’s currently paid in advance up to 24 May. If you upgrade to a $99.99/mth plan on 8 April, here’s what would be charged on your next invoice to cover fees up to 24 June.

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.

1. Once your hardware has been dispatched, you’ll receive an email and/or SMS with a tracking number.
2. Visit the StarTrack website.
3. Enter your tracking number and click Track. The results will give you an estimated delivery timeframe.
   

Delivery notifications

You will receive notifications directly from StarTrack:

• when hardware has been dispatched;
• when the parcel is on board for delivery;
• when delivery is attempted;
• when your parcel is awaiting collection; 
• on successful delivery.

Delivery timeframes

Please allow 2-5 business days for your delivery.

Missed deliveries

If you aren't home when StarTrack attempts delivery, they'll leave a card in your mailbox. Your delivery will be held for collection at a StarTrack location or your Local Post Office (LPO) for 7 days before being returned to us.
 
Note: Missed deliveries will still show as “Delivered” in the hardware tracker.
 
If your hardware is returned to us, please contact us to request re-delivery.