• Types of technician appointments
• Service installation with our wholesaler or contractors
• Service fault investigation with our wholesaler or contractors
• Important Appointment Advice
• During your visit

Types of technician appointments

Service installation with our wholesaler or contractors

This may include:

• Installation of new equipment inside, such as a connection box or wall outlet.
• Installation of new equipment outside, such as a premises connection device.
• Installation of new cabling to connect your premises to the relevant broadband network.
• Testing of the equipment to ensure connectivity.
• Connecting your modem (in some cases, you may need to do this yourself).

Service fault investigation with our wholesaler or contractors

This may include:

• Testing of your existing equipment inside the premises.
• Testing of your existing equipment outside the premises.
• Replacement of any faulty equipment.

 

Important Appointment Advice

All appointments will have a 4-hour window during which the technician is expected to arrive, e.g. 8 AM – 12 PM.

• 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.

If your appointment window has passed and the technician has not arrived, please call us on 13 22 58 for assistance. In some cases, the technician may have been able to complete work without needed access to your property, or unavoidable circumstances may have prevented their attendance. We can investigate for you.

 

During your visit

What will usually happen during the 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.

What you can do to ensure the appointment goes 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.

• nbn® FTTP, nbn® FTTC & nbn® HFC
• nbn® FTTB/FTTN
• nbn® Wireless & nbn® Satellite
• Ultra VDSL2
• Ultra Cable & Ultra FTTB
• Home Wireless Broadband & 5G Home Broadband
• RedTrain Fibre to the Home (FTTH)
• OptiComm Fibre to the Home (FTTH)

nbn® FTTP, nbn® FTTC & nbn® HFC

If you choose to BYO modem, your nbn Phone service and included calls won’t be available.

Internet Service Provider (ISP):	Other (Do not select "iiNet")
Mode/Modulation:	WAN
Connection Type/Mode/WAN Type:	PPPoE^
VLAN:	If your nbn plan was activated before March 2023*: ON or Enabled (or you may need to set the VLAN networking standard, 802.1q)
VLAN Tagging:	If your nbn plan was activated before March 2023*: ON or Enabled
VLAN ID:	If your nbn plan was activated before March 2023*: 2
VLAN 802.1p/VLAN Priority:	If your nbn plan was activated before March 2023*: 0 (or set VLAN Priority to Disable)
Username:	Enter your full username here e.g. example@iinet.net.au
Password:	Enter your password (Forgotten password?)
DNS:	203.0.178.191 or 203.215.29.191

^ If your nbn plan is provided through our legacy billing system, you may need to use IPoE or Dynamic IP Address instead of PPPoE. Call us on 13 22 58 if you’re not sure.
* If your nbn plan was activated after March 2023 or does not include an nbn Phone service, please turn all VLAN settings OFF.

 

nbn® FTTB/FTTN

Modems must support VDSL2. If you choose to BYO modem, your nbn Phone service and included calls won’t be available.

TP-Link modems: If enabling IPTV/VLAN, "Mode" must be set to "Custom" ("NBN Australia" will not work).

D-Link modems: Go to Settings > Internet > PTM and set Interface to "PTM-1". Then in Settings > Internet > IPv4, set PVC to "PTM-1" and VLAN ID to 2.

Internet Service Provider (ISP):	Other (Do not select "iiNet")
DSL Standard/Mode/Modulation:	VDSL2
Connection Type/Mode/WAN Type:	PPPoE^
VDSL Profile:	17a Multi Mode
VDSL Connection Type:	PTM
VLAN:	If your nbn plan was activated before March 2023*: ON or Enabled (or you may need to set the VLAN networking standard, 802.1q)
VLAN/802.1q Tagging:	If your nbn plan was activated before March 2023*: ON or Enabled
VLAN ID:	If your nbn plan was activated before March 2023*: 2
VLAN 802.1p/VLAN Priority:	If your nbn plan was activated before March 2023*: 0 (or set VLAN Priority to Disable)
Username:	Enter your full username e.g. example@iinet.net.au
Password:	Enter your password (Forgotten password?)
G.INP:	Enabled
G.Vector:	Enabled
DNS:	203.0.178.191 or 203.215.29.191
SOS (Save Our Showtime):	Supported – if your modem doesn’t support SOS-ROC, check the manufacturer’s website for a firmware upgrade to add support for this feature.
ROC (Robust Overhead Channel):	Supported – if your modem doesn’t support SOS-ROC, check the manufacturer’s website for a firmware upgrade to add support for this feature.

^ If your nbn plan is provided through our legacy billing system, you may need to use IPoE or Dynamic IP Address instead of PPPoE. Call us on 13 22 58 if you’re not sure.
* If your nbn plan was activated after March 2023 or does not include an nbn Phone service, please turn all VLAN settings OFF.

 

nbn® Wireless & nbn® Satellite

Internet Service Provider (ISP):	Other (Do not select "iiNet")
Mode/Modulation:	WAN
Connection Type/Mode/WAN Type:	PPPoE
VLAN^:	ON or Enabled (or you may need to set the VLAN networking standard, 802.1q)
VLAN Tagging:	ON or Enabled
VLAN ID:	2
VLAN 802.1p/VLAN Priority:	0 (or set VLAN Priority to Disable)
Username:	Enter your full username here e.g. example@iinet.net.au
Password:	Enter your password (Forgotten password?)
DNS:	203.0.178.191 or 203.215.29.191

 ^ If your nbn plan is provided through our legacy billing system, you’ll need to turn all VLAN settings OFF. Call us on 13 22 58 if you’re not sure.

 

Ultra VDSL2

Modems must support VDSL2. VDSL2 Phone and included calls will not be available if you choose to BYO modem.

DSL Standard/Mode/Modulation:	VDSL2
Connection Type/Mode/WAN Type:	PPPoE
VDSL Profile:	17a Multi Mode
VLAN:	Enabled/on (or you may need to set the VLAN networking standard, 802.1q)
VLAN ID:	10
Username:	N/A
Password:	N/A
G.INP:	Enabled
G.Vector:	Enabled
DNS:	203.0.178.191 or 203.215.29.191

 

Ultra Cable & Ultra FTTB

You must use the modem supplied by us, which auto-configures with all the required settings. Connections using BYO modems are not supported but you can connect your own Wi-Fi router to your Cable modem to handle your Wi-Fi network.

 

Home Wireless Broadband & 5G Home Broadband

You must use modem supplied by us, which auto-configures with all the required settings. Connections using BYO modems are not possible as your SIM will not work in other devices.

 

RedTrain Fibre to the Home (FTTH)

Not sure if your FTTH service is OptiComm or RedTrain? Call us on 13 22 58.

Internet Service Provider (ISP):	Other (Do not select "iiNet")
Mode/Modulation:	WAN
Connection Type/Mode/WAN Type:	IPoE or Dynamic IP address (If this doesn't work, try PPPoE - this setting is required for select locations)
Username (required if using PPPoE):	Enter your full username e.g. example@iinet.net.au - you'll find this in emails about your FTTH service
Password (required if using PPPoE):	Enter your password (Forgotten password?)
DNS:	203.0.178.191 or 203.215.29.191

 

OptiComm Fibre to the Home (FTTH)

Not sure if your FTTH service is OptiComm or RedTrain? Call us on 13 22 58.

Internet Service Provider (ISP):	Other (Do not select "iiNet")
Mode/Modulation:	WAN
Connection Type/Mode/WAN Type:	PPPoE
Username:	Enter your full username e.g. example@iinet.net.au - you'll find this in emails about your FTTH service
Password:	Enter your password (Forgotten password?)
DNS:	203.0.178.191 or 203.215.29.191

 

• nbn® Fibre to the Premises (FTTP)
• nbn® Fibre to the Building/Node (FTTB & FTTN)
• nbn® Fibre to the Curb (FTTC)
• nbn® Wireless
• nbn HFC
• nbn® Satellite
• Phone services on the nbn®

nbn® Fibre to the Premises (FTTP)

Fibre optic cable will lead all the way to your premises, terminating at your nbn Utility Box on an outside wall.

The nbn Utility Box (Premises Connection Device) on your outside wall will connect to the nbn Connection Box and the Power Supply Unit installed indoors.

Installation

An nbn installer is required to attend your premises if you don’t already have the equipment shown above. Someone over the age of 18 will need to be present during the length of the appointment.

Here's some recommendations for choosing where your nbn equipment will be installed:

• Within 3 metres of an electrical outlet
• In an office or study, or near any existing phone sockets
• A cool, dry, and ventilated area with no sinks or water outlets
• Away from busy areas where it may be knocked or damaged
• A place where the equipment can be easily reached
• A place where you’re not planning any major renovations

 

nbn® Fibre to the Building/Node (FTTB & FTTN)

With Fibre to the Building, fibre optic cable will lead to the building's Main Distribution Frame (MDF), typically in the basement or in a locked telecommunications cabinet. From there, the MDF will connect to the wall socket in your unit via the building's internal copper cabling.

Fibre to the Node connections are similar, but the connection point is a node in your street or a street nearby. Copper cabling will connect from the node to a wall socket inside your premises.

You’ll be able to use the same wall socket that you previously used for traditional copper phone handsets and/or ADSL broadband.

Installation

In most cases an nbn installer won’t be required – the installation work will be performed outside your premises. Sometimes attendance will be required to check connectivity to your premises or if a new copper line or wall socket is required.

 

nbn® Fibre to the Curb (FTTC)

Fibre optic cable will lead to a reverse-powered Distribution Point in a pit or on a pole near the curb in your street. From there, copper cabling will connect to a wall socket inside your premises. In multi-dwelling units such as apartment complexes, this copper cabling may first pass through the building's Main Distribution Frame (MDF), typically in the basement or in a locked telecommunications cabinet.

Your nbn Connection Box will plug into the same wall socket that you previously used for a landline phone and/or ADSL broadband.

Installation

In most cases an nbn installer won’t be required – the installation work will be performed outside your premises. Sometimes attendance will be required to check connectivity to your premises or if a new copper line or wall socket is required.

 

nbn® Wireless

A fixed antenna on your roof receives a wireless signal from your local nbn Wireless tower.

The nbn Outdoor antenna on your roof will connect to a designated wall outlet for your indoor nbn  Connection Box to plug in to.

Installation

An nbn installer is required to attend your premises if you don’t already have the equipment shown above. Someone over the age of 18 will need to be present during the length of the appointment.

Here's some recommendations for choosing where your nbn equipment will be installed:

• Within 3 metres of an electrical outlet
• In an office or study, or near any existing phone sockets
• A cool, dry, and ventilated area with no sinks or water outlets
• Away from busy areas where it may be knocked or damaged
• A place where the equipment can be easily reached
• A place where you’re not planning any major renovations

 

nbn HFC

Fibre cable will lead to a node in your street or a street nearby. Coaxial cabling (Hybrid Fibre Coaxial, that is - hence "HFC") will connect from the node to a Premises Connection Device on the outside wall of your premises. This will lead in to a wall socket inside your premises.

Internal coaxial wiring will run from your Premises Connection Device to a wall socket inside your premises. You’ll be able to use the same wall socket that you previously used for a Cable broadband or Pay TV service. If you have a Pay TV service which uses cable, the wall socket will be fitted with a Cable splitter which will give one port for your nbn Connection Box and one port for your Pay TV service.

Installation

In most cases an nbn installer won’t be required – the installation work will be performed outside your premises. Sometimes attendance will be required to check connectivity to your premises or if a new copper line or wall socket is required.

 

nbn® Satellite

NBN LTSS (Long Term Satellite Service) is powered by Sky Muster®, a geostationary satellite in orbit above Australia. Sky Muster® transmits a signal between a fixed satellite dish at your premises and the nbn  Satellite base station.

Internal wiring will run from the satellite dish mounted on your roof or gutter to a wall socket inside your premises. Your nbn Satellite Connection Box will be connected to this wall socket. You can connect one computer to your Connection Box via Ethernet cable, or you may wish to connect a Wi-Fi router in order to connect multiple devices via Ethernet and Wi-Fi.

Installation

iiNet no longer provides new nbn Satellite connections as of 6 December 2023.

 

Phone services on the nbn®

All nbn FTTB/N/C/P,  HFC & Wireless services include an nbn Phone (VoIP) service if you choose a modem supplied by us. nbn Phone is not available if you choose to BYO modem.

nbn Satellite does not include a Phone service.

nbn FTTP services connected before 15 May 2024 may have nbn Fibre Phone instead of nbn Phone (VoIP).

Please note: Home Phone landline services are no longer sold by iiNet. If you have an existing landline number, we can check if it's possible to transfer this number to an nbn Phone service.

 

• Before you get started
• Gathering the diagnostics
• Finishing up

Before you get started

Testing must be performed on two different devices that are connected according to the following advice:

• Each device should take turns being plugged into any of the LAN ports on your modem, such as the example below. 
  

Gathering the diagnostics

1. Make sure that no additional devices are connected to your network while you are running the test. Background applications such as file sharing, iCloud, One-drive, Dropbox or operating system updates should not be running - please close them and/or allow them to complete before gathering diagnostics.
2. Open your web browser and run a speed test.
3. Once the test has completed, copy the Result ID number shown above the test results.
4. In an email to support@iinet.net.au, include the following information:

   Username/Customer ID: (We need either your iiNet internet username or your iiNet Customer ID to identify your account)
   Result link: https://www.speedtest.net/result/<Paste your Result ID number from the speed tests>
   Device: (List the device(s) you used for the speed tests)

5. Ideally, you should run at least three tests - they only need to be a few minutes apart. Paste the result link from each test into your email once each test is done.

Finishing up

1. Once you have completed all of the required tests, please send the email containing your speed test results to support@iinet.net.au. We recommend that you include your iiNet broadband username or your iiNet Customer ID in the email's subject line.
2. Once your test results have been received, we can investigate further.
3. We'll contact you in the event that we need further information.