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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:

Modem compatibility
General nbn® FTTB/N setup guide for any modem
nbn® FTTB/N setup guides for popular modems

Modem compatibility

To work on iiNet nbn FTTB/N, your modem must:

Be nbn-ready and able to support your nbn plan speed
Support PPPoE and VDSL2 connections
Have both Save Our Showtime (SOS) and Robust Overhead Channel (ROC) features

For a list of modems tested by our team, see nbn BYO modem requirements.

Important: If an incompatible modem is detected, nbn Co may block your connection to prevent network issues. If you believe an incompatible modem has been plugged in, please call us on 13 22 58 and we can get your connection unblocked.

General nbn® FTTB/N setup guide for any modem

All modems are different. If this advice doesn’t work for your modem, check the manufacturer’s website for a guide on how to plug in and enter the iiNet settings.

Find your phone wall socket – you probably already have a modem plugged in from your last internet service. Unplug any old modem from the phone wall socket and power outlet.
Use a phone cable to connect your modem’s DSL port to your phone wall socket.
Use the power cable to connect your modem's Power port to a power outlet, then turn it on.

If your modem has a power button or switch, turn it on.
Connect a device to your modem. You can use an Ethernet cable to connect a device to one of the LAN or Ethernet ports, or connect via WiFi.

The default WiFi name (SSID) and password can be found on your modem’s barcode sticker.
On your connected device, open your web browser and go to your modem’s gateway address (e.g. http://192.168.1.1). The gateway address and login details can be found on the barcode sticker.

Modems may have a login username and password, or just a password.
Make sure your modem has the following settings. If you’re not sure how to do this, check the manufacturer’s website for a guide.

DSL Standard/Mode/Modulation: VDSL2
Connection Type: PPPoE
VDSL Profile: 17a Multi Mode
VDSL Connection Type: PTM
VLAN: Off or disabled
You’ll need to enter your iiNet username and password for the PPPoE connection. Your username is in emails from us about your iiNet order, and on your iiNet invoice.

If you forgot your password, you can reset it.
Save your settings and wait 5-10 minutes for your modem to connect.
You should now be online. If you can’t view a website or notice a red or unlit Internet light on your modem, call us on 13 22 58 for help.

We’re fully trained on iiNet modems, but please note that there may be limited support for your BYO modem.

nbn® FTTB/N setup guides for popular modems

The make and model of your modem can be found on its barcode sticker.

Choose your modem:

Can't find your modem? Check the manufacturer's website for a setup guide on how to plug in and enter the iiNet Broadband Settings.

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

Your Invoice Number and Customer Number are displayed here. You can use these as a reference if you need to contact us.
Your Opening Balance, This Bill Amount and total Amount Due give a top line view of charges incurred and owing.
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.
Your Account Summary displays a summary of the charges for each type of service you have.
You can see your Previous Bill amounts here for comparison.
You'll find How to pay information here.
There are handy tool tips on page 2.
Service Details shows a detailed breakdown of your services and charges.
This includes the period any charges cover. iiNet services are billed monthly in advance - so an April invoice will include charges for May.
Any pro-rated charges are for part of the month only. For example, this can happen if you change plans partway through the month.
Zero cost services like included VoIP appear with no charges.
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.

Your Account Number and Invoice Number are displayed here.

You can use these as a reference if you need to contact us.
Your Opening Balance, Bill Amount and total Amount Due give a top line view of charges incurred and owing.
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.
Your Account Summary displays a summary of the charges for each type of service you have.
Any payments you've made manually since your last invoice are shown here.
This section displays any adjustments made to your previous invoice.
Invoice charge details gives you a more detailed breakdown of charges.
This includes the period any charges cover.

iiNet services are billed monthly in advance - so a January invoice will include charges for February.
Any pro-rated charges are for part of the month only.

For example, this can happen if you change plans partway through the month.
Zero cost services such as mailboxes appear with no charges.
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.

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

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

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.

Billing period	Action taken	Example fees on your next invoice	Description
PREVIOUS MONTH (17 days pro-rata)	Credit for your old plan from 8 April to 24 April	-$45.33	Charges you previously paid for your old plan are credited back from the date of the plan change. This time is then charged at the rate for your new plan.
PREVIOUS MONTH (17 days pro-rata)	Charge for your new plan for 8 April to 24 April	$56.66
CURRENT MONTH	Credit for your old plan from 25 April to 24 May	-$79.99	A month of charges you previously paid for your old plan are credited back. The month is then charged at the rate for your new plan.
CURRENT MONTH	Charge for your new plan for 25 April to 24 May	$99.99
ONE MONTH IN ADVANCE	Charge for your new plan for 25 May to 24 June	$99.99	A standard charge for your new plan one month in advance.
Total charge on next invoice		$131.32	The total accounts for 2 months and 17 days on the new $99.99 plan.

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.

When we dispatch your parcel from our warehouse, you’ll get an email and/or SMS with a tracking number.

Just go to the StarTrack website, enter your tracking number and hit Track.

The results will give you an estimated delivery time, but most deliveries take 2-5 business days.

Delivery notifications you'll get from StarTrack

You'll get updates directly from StarTrack when:

your parcel has been dispatched;
your parcel is on board for delivery;
your delivery is attempted;
your parcel is awaiting collection; and
your parcel has been delivered.

Missed deliveries

If you miss a delivery, StarTrack will leave a card in your mailbox so you can collect your parcel from your Local Post Office or another collection point.

Note: Missed deliveries will still show as “Delivered” in the tracker.

If your parcel isn't collected after 7 days, it will be returned to us. You'll need to call us on 13 22 58 for a new delivery.

A technician will need to visit your place if they need to install equipment, connect wiring, or investigate a fault for your internet service. Here's everything you need to know about installation appointments.

All appointments have a 4-hour window, e.g. 8AM to 12PM.

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

What kind of work may be done during an installation
What kind of work may be done during a fault investigation
What happens during a typical appointment
How you can help your appointment go smoothly
How to reschedule an appointment
What should I do if the technician is a no show?

What kind of work may be done during an installation

Installing new equipment inside or outside your home, such as a nbn connection box or phone sockets.
Installing of new wiring to connect your home to the network.
Testing equipment to make sure it works.
Plugging in your modem (in some cases, you may need to do this yourself).

What kind of work may be done during a fault investigation

Testing equipment inside or outside your home to make sure it works.
Testing wiring that connects your home to the network.
Testing or adjusting your modem settings.
Replacing any faulty equipment or wiring.

What happens during a typical appointment

When the technician arrives, they'll ask where your modem is and where any phone or cable sockets are in your property.
After work is complete, they'll let you know and tell you if there were any issues or if there are any next steps.
Most technician visits don't have a fee. In rare cases, you may be quoted extra charges to repair a faulty cable socket or replace a modem. If you accept any extra charges, they'll be billed to your iiNet account. Technicians will never accept cash.

How you can help your appointment go smoothly

When we confirm your appointment, we'll let you know if someone aged 18+ needs to be home. If someone else will be home in your place, let us know their name and phone number so we can contact them.
Before your appointment, make sure your modem and any phone sockets or HFC cable sockets can be reached.
If you live in an apartment or block of units, contact strata to make sure the Main Distribution Frame (MDF) will be unlocked during your appointment.
Keep your modem plugged in and turned on duirng your appointment.
Let the technician know if you have a back-to-base alarm system, Medical Alert equipment or another internet connection on the property.
Make sure the technician knows about any safety hazards on your property like asbestos, trip hazards, or recent pest treatments. Keep any animals away from the space where the technician will be working.

How to reschedule an appointment

If you need to reschedule an nbn connection appointment, you can do so in Toolbox by following this guide.
If you need to reschedule a fault appointment, please call us on 13 22 58.

What should I do if the technician is a no show?

If your appointment window has passed and no one's showed up, please call us on 13 22 58 and we can help find out what's happened.

In some cases, the technician may have been able to do all the work outside your property. We'll send you an email/SMS when your internet service is ready to use.

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