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:
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.
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.
This...
is kind of awkward.
This page might have been removed, had it's name changed, or be temporarily unavailable. Please check that the Web site address is spelled correctly. If you entered an address in to your browser, please check it carefully in case a mistake was made.
If your BYO modem is still offline after you've plugged it in, you may need to update some settings. All other settings should be left as default.
Not sure how to update your modem's settings? We've got some nbn setup guides for popular modems here. If your modem isn't listed, please check the manufacturer's website for a guide.
Select one of the links below to jump to a query:
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.
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.
| 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.
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 |
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.
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.
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 |
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 |
This article will explain how the different nbn technologies may be connected to your home, including any requirements for nbn equipment installation.
If you're looking for nbn setup guides, check out iiNet Modem Guides or BYO Modem Setup Guides.
Select one of the links below to jump to a query:
Fibre optic cable will run all the way to your premises, connected to an nbn Premises Connection Device installed on the outer wall of your home. This will be wired to an indoor nbn Connection Box (NCB).
Older nbn FTTP installations may also have a Power Supply Unit connected to the NCB. Learn more about the different NCBs.
If your home hasn't been connected to the nbn before, an nbn installer will need to come install the equipment. Someone over the age of 18 must be home during the installation.
The best spot for your indoor nbn Connection Box equipment is:
nbn FTTB: 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.
nbn FTTN: Fibre optic cable will run to an underground or above-ground Node in your street or a street nearby. From there, copper wiring will run to a wall socket in each property.
nbn wall sockets are typically the same ones you used previously for ADSL internet or landline phones.
In most cases, an nbn installer won’t need to come to your house – any installation work will be done in the street. We'll let you know if an installer needs to come install a new copper line or wall socket.
Fibre optic cable will run to a reverse-powered Distribution Point, typically underground or mounted on a pole in your street. From there, copper wiring will run to a wall socket in your home. An nbn Connection Device will be plugged into the wall socket.
In apartment complexes, this copper wiring may run to the building's Main Distribution Frame (MDF) before going to each unit.
nbn wall sockets are typically the same ones you used previously for ADSL internet or landline phones.
If your home hasn't been connected to the nbn before, an nbn Connection Device will be delivered to you.
In most cases, an nbn installer won’t need to come to your house – any installation work will be done in the street. We'll let you know if an installer needs to come install a new copper line or wall socket.
Fibre optic cable will run an underground or above-ground Node in your street or a street nearby. From there, HFC wiring will run to a wall socket in your home. An nbn Connection Device will be plugged into the wall socket. An nbn Connection Box will be connected to the wall socket.
nbn wall sockets are typically the same ones you used previously for cable internet or cable TV services. If an nbn wall socket needs to be shared with a cable TV service, it may be fitted with a splitter so two cables can plug into one wall socket.
If your home hasn't been connected to the nbn before, an nbn Connection Box will be delivered to you.
In most cases, an nbn installer won’t need to come to your house – any installation work will be done in the street. We'll let you know if an installer needs to come install a new HFC line or wall socket.
An outdoor antenna will be installed on your roof, gutter or a nearby free-standing pole mount so it can get a wireless signal from your local nbn Wireless tower. The outdoor antenna will be wired to an indoor nbn Connection Box.
If your home hasn't been connected to the nbn before, an nbn installer will need to come install the equipment. Someone over the age of 18 must be home during the installation.
The nbn installer will recommend the best location for the outdoor antenna to ensure Line of Sight with your local nbn Wireless tower.
The best spot for your indoor nbn Connection Box equipment is:
An outdoor satellite dish will be installed on your roof, gutter or a nearby free-standing pole mount so it can get a satellite signal from Sky Muster®, a geostationary satellite in orbit above Australia. The outdoor satellite dish will be wired to an indoor nbn Connection Box.
iiNet no longer provides new nbn Satellite connections as of 6 December 2023.
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).
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.
This article will walk you through how to gather diagnostics for an nbn speed fault. We may ask you to complete these steps when you contact us about a speed issue with your nbn service.
If you get stuck, please call us on 13 22 58 and we'll be happy to help.
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)
"High risk" international destinations are commonly used for phone fraud, so they're blocked by default.
If you want to call high risk destinations, please call us on 13 22 58. After an ID check, we can turn off high risk call blocking. The change will apply within 2 business days.
Note: High risk call blocking cannot be removed on destinations marked with * in the list below.
To look up a specific destination, press CTRL + F on your keyboard or long-press your phone screen and hit Find to open the Find tool. Type the name of the destination in the Find tool's search bar.
| Destination | Dialling code |
|---|---|
| ALGERIA | +213 |
| ASCENSION ISLAND | +247 |
| AUSTRIA SHARED COST* | +43820 |
| AUSTRIAN SERVICE | +438 |
| BENIN | +229 |
| BOLIVIA | +591 |
| BOSNIA AND HERZEGOVINA | +387 |
| CAMEROON | +237 |
| CAPE VERDE* | +238 |
| CENTRAL AFRICAN REPUBLIC | +236 |
| CHAD | +235 |
| COMORO ISLAND | +269 |
| CUBA | +53 |
| DEMOCRATIC REPUBLIC OF THE CONGO | +243 |
| DIEGO GARCIA | +246 |
| DJIBOUTI | +253 |
| ECUADOR | +593 |
| EQUATORIAL GUINEA* | +240 |
| ESTONIA | +372 |
| GABON | +241 |
| GAMBIA | +220 |
| GUINEA | +224 |
| GUINEA BISSAU* | +245 |
| HAITI | +509 |
| HONDURAS | +504 |
| LATVIA | +371 |
| LIBERIA | +231 |
| LITHUANIA | +370 |
| MACEDONIA | +389 |
| MADAGASCAR | +261 |
| MALAWI | +265 |
| MALDIVES | +960 |
| MALI | +223 |
| MARTINIQUE* | +596 |
| MAURITANIA | +222 |
| MONACO | +377 |
| MOLDOVA | +373 |
| MOROCCO | +212 |
| NICARAGUA | +505 |
| PALESTINE | +970 |
| REPUBLIC OF THE CONGO | +242 |
| SAINT PIERRE & MIQUELON* | +508 |
| SAO TOME & PRINCIPE* | +239 |
| SATELLITE SYSTEM | +882 |
| SATELLITE881 | +881 |
| SENEGAL | +221 |
| SERBIA | +381 |
| SEYCHELLES | +248 |
| SIERRA LEONE | +232 |
| SOMALIA | +252 |
| SURINAME* | +597 |
| TIMOR-LESTE* | +670 |
| TUNISIA | +216 |
| UGANDA | +256 |
| UK SHARED COST* |
+44844 +44845 |
| UK SPECIAL* |
+4474172 +4474184 +44745222 |
| USA HIGH COST* | +1712432 |
| WALLIS & FUTANA* | +681 |
| ZAMBIA | +260 |
| ZIMBABWE | +263 |
*Call blocking to these destinations cannot be removed.
Checking the status lights on your nbn Connection Box (NCB) for nbn Wireless can be useful for troubleshooting.
| Light | States and meaning | |
|---|---|---|
| Power | Off = No power. Red = Your NCB is using backup battery power (if you have one) and power is low. Green = Your NCB has power. Flashing green = Your NCB is using backup battery power (if you have one). |
|
| Status | Off = No power or an unexpected state. Red = System fault detected. Please call us on 1300 997 271 as we'll need to lodge a ticket with nbn®. Flashing amber = Your NCB is booting up. Green = Your NCB is in test mode. Flashing green = Your NCB is operating normally. |
|
| Outdoor Unit (ODU) | Off = No power or an unexpected state. Red = Your NCB is is offline. Flashing red = Error detected. Please call us on 1300 997 271 as we'll need to lodge a ticket with nbn®. Green = Your NCB is online. This light flashes during data transfer. |
|
| Signal strength | Off = Your NCB is offline. Red = Weak signal. Amber = Medium signal. Green = Strong signal. |
|
If you already know the password for your iiNet account, you can change it at any time in Toolbox.
Forgot your password? Please see How to retrieve a forgotten password instead.
