"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.

 

Current high risk call destinations

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.

The article will explain the meaning of the status lights found on the nbn Connection Box (indoor unit) used for nbn Wireless services. These lights may help you quickly check on the status of your nbn connection which may be useful when troubleshooting issues.

Status lights

nbnbox_wireless_lights_map_0
Light State Meaning
POWER Off No power supply. All other lights will be off if the Connection Box has no power.
Red Connection Box is operating on backup battery power and power is low (if a battery has been fitted).
Green Connection Box has power.
Flashing Green Connection Box is operating on backup battery power (if a battery has been fitted).
STATUS Off Connection Box has no power or is in an unexpected state.
Red A system fault is detected.
Flashing Amber Connection Box is booting up/initialising.
Green Connection Box is in test mode.
Flashing Green Connection Box is operating normally.
OUTDOOR UNIT (ODU) Off Connection Box has no power or is in an unexpected state.
Red Connection Box is offline.
Flashing Red An error is detected.
Green Connection Box is online.
Flashing Green Network activity.
SIGNAL STRENGTH Off Connection Box has no power or is offline.
Red Low signal strength (this is not necessarily a service fault as factors such as local weather can impact signal strength).
Amber Medium signal strength.
Green High signal strength.

If you already know the password for your iiNet account, you can change it at any time in Toolbox.

If you've forgotten your password, please see How to retrieve a forgotten password.

 

  1. Log in to Toolbox and select About Me.
  2. Under "Change password", select Update password. 
    Toolbox change password 1
  3. Fill out the form with your Current Password, New Password and Confirm Password. Passwords must meet the requirements in our Password Policy.
  4. Select Change password to finish.
    Toolbox change password 2

 

iiNet made the decision to stop providing email services across iiNet and all subsidiary brands in 2023 to focus on creating better experiences for our core products: internet and mobile.

Customers who opted-in have now had their iiNet email addresses transferred to another Australian email provider, The Messaging Company.

Who do I contact about my iiNet email address?

Please contact The Messaging Company about support for these email addresses as iiNet will no longer be able to assist.

You can call The Messaging Company on 07 3497 3566 or submit a new request to their Support Centre.

Please note: The opt-in period has now closed, and any email address that was not opted-in has now been deleted and cannot be recovered. It is not possible to create new email addresses that use the “iinet.net.au” domain.

Will I need to pay anything to use my iiNet email address with The Messaging Company?

If your email address was included with your iiNet services: you won't need to pay anything to use your iiNet email address with The Messaging Company until 15 September 2024.

At least 60 days prior to 15 September 2024, The Messaging Company will contact customers with pricing options that will apply if you wish to continue using your iiNet email address with The Messaging Company.

If you paid for an iiNet email address: The Messaging Company will contact you with pricing options that will apply if you wish to continue using your iiNet email address with The Messaging Company.

iiNet is not able to provide any information about The Messaging Company's email pricing.

Terms and Conditions of Email Transfer

By opting-in to transfer your iiNet email service to The Messaging Company email platform, you acknowledge and agree that:

  1. We may disclose your personal information (i.e. your name, email address and contact number) to The Messaging Company for the purpose of facilitating your email transfer and you consent to this. The Messaging Company's privacy notice is available at: https://themessaging.co/privacy-notice/
  2. You will need to sign up with The Messaging Company as your email hosting provider and agree to their terms and conditions, and you will become a direct customer of The Messaging Company’s email service.
  3. Your iiNet email service will be transferred to The Messaging Company email platform, and The Messaging Company will be responsible for providing your email service after the transfer.
  4. iiNet will pay The Messaging Company email service charge until 15 September 2024. After 15 September 2024, you will be responsible for paying any charges you incur for the email service. The Messaging Company will contact customers with available pricing options at least 60 days prior to commencing charges for the email service.
  5. iiNet grants you the right to use your current email address, which incorporates one or more domain names owned by iiNet or one of our affiliates (e.g. @iinet.net.au).
  6. iiNet may withdraw the right for you to use your current email address when you cease acquiring services from iiNet or one of our affiliates.
  7. iiNet may also revoke the right in (4) above for other reasons, but we will endeavour to give you at least 60 days’ prior notice before that happens.
  8. Your use of your current email address, which incorporates one or more domain names owned by iiNet or our affiliates, is not transferable to another email service provider.
  9. When The Messaging Company begins providing your email services, iiNet and its affiliates will not be responsible to you in any way in connection with your email service (e.g. providing setup or troubleshooting support; security; service quality).
  10. If you contact us regarding your The Messaging Company email service, we may refer your inquiry to The Messaging Company directly, including by disclosing your personal information to The Messaging Company to help facilitate their prompt response to you. You consent to us disclosing your information to The Messaging Company for this purpose. If you have any concerns regarding how we handle your personal information, please email us at privacy@tpgtelecom.com.au or refer to our privacy policy at: https://www.iinet.net.au/about-us/legal/privacy
  11. The Messaging Company may collect your personal information in accordance with its privacy policy and terms and conditions. You should familiarise yourself with their privacy policy and ensure that you are comfortable with how your personal information will be handled. Neither iiNet or our affiliates will be responsible for any personal information you provide to The Messaging Company or their subsequent handling of such information.

This feature is available for nbn FTTB/FTTN/FTTC/FTTP & HFC only. If you have a different type of broadband, you'll need to contact us to reschedule.

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

 

  1. Log in to Toolbox and select your nbn service.  
    Toolbox NBN reschedule 1
  2. If your NBN order is in progress, you'll see the order tracker on the Dashboard. Under your Installation details, select request to reschedule. 
    toolboxreschedulerequest
  3. Choose from the list of available appointments and select Reschedule Appointment. 
    toolboxreschedulerequest2
  4. Once your appointment has been successfully rescheduled, you'll receive an email and/or SMS from us to confirm.

This product was only available to select nbn FTTP customers as of 23 August 2017. It is no longer sold as of 15 May 2024.

These phone services do not have a voice mail feature.

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

CLID Blocking

CLID Blocking (Calling Line ID Blocking) blocks your phone number from being displayed to the person you’re calling. It is disabled by default.

  1. Log in to Toolbox and select the VoIP service under Select service to manage. 
    Toolbox service selection
  2. Select Settings.
  3. CLID Blocking can be enabled by setting its toggle switch to ON. Changes are saved automatically. 
    CLID Blocking
  4. While CLID Blocking is enabled, you can disable it for a single call by dialling *65 before the number you’re calling.

Call Barring

Call Barring blocks specific types of calls from being made using your phone service. It is disabled by default, but the following barring types are available:

  • Bar outgoing long-distance (STD) calls
  • Bar outgoing calls to Australian mobile phones
  • Bar outgoing International calls
  1. Log in to Toolbox and select the VoIP service under Select service to manage. 
    Toolbox service selection
  2. Select Settings.
  3. Each type of Call Barring can be enabled by setting its toggle switch to ON. Changes are saved automatically. 
    Call Barring

Call Forwarding/Diverting

Call forwarding allows you to divert calls from your phone number to a different number in the following circumstances:

  • Always
  • When your number is busy
  • When calls to your number aren't answered

Standard call costs apply when any call forwarding features forward a call to a new destination. All call forwarding features are disabled by default.

  1. Log in to Toolbox and select the VoIP service under Select service to manage. 
    Toolbox service selection
  2. Select Settings.
  3. Each type of Call Forwarding can be enabled by setting its toggle switch to ON, and entering the destination phone number in the text box.
  4. Select Update to save any changes. 
    Call forwarding

Call Waiting

If someone calls your phone number while you’re on a call, Call Waiting allows you to put someone on hold. Call Waiting is enabled by default and currently, it cannot be disabled in Toolbox. If you’d like to disable Call Waiting, please call us on 13 22 58 and we’ll be happy to help.

  1. While on a call, you’ll hear a tone when there is another call waiting. To switch back and forth between the two calls, press the CALL button on your handset and then dial 2.
  2. To hang up on the person you’re currently speaking to and switch to the other caller, press the CALL button on your handset and then dial 1.

Call Return

Please note that dialling *69 is not supported for these services. However, handsets with a built-in call return function will work. Standard call costs apply.

Your iiNet services may be suspended if you have an overdue invoice, or in response to a security incident. Here's how to get unsuspended if that happens.

For more information about suspensions, see Consequences of Restriction, Suspension or Disconnection.

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

How to unsuspend your iiNet services (Overdue invoices)

  1. Check your email and/or mobile phone for any email or SMS notifications from us.

    If your iiNet invoice isn't paid by the due date, you'll receive an email/SMS notification advising the earliest possible date your services may be suspended, BEFORE suspension occurs. Suspension can be prevented entirely by paying the amount owing before the advised suspension date.
  2. If your iiNet invoice remains unpaid and your iiNet services are suspended, all you need to do is pay the amount owing. You can do this by:

    - Making a payment in Toolbox; or
    - Calling us on 13 22 58 to make a secure credit card payment over the phone; or
    - Using any of the alternative payment methods listed on your invoice.

  3. Once your payment has cleared, your iiNet services should automatically unsuspend within one business day.

If you are experiencing difficulties making this payment, then please see our Financial Hardship Policy for information about your options and how to speak to someone about your circumstances.

 

How to unsuspend your iiNet services (Security incident)

  1. Check your email and/or mobile phone for any email or SMS notifications from us.

    Due to the unpredictable nature of security incidents, you'll be notified AFTER your services have been suspended. We may also attempt to contact you by phone using the contact details listed on your account.
  2. The notification you receive will explain the nature of the security incident and outline what needs to be done in order to resecure your account. In general, this will include:

    - Changing your iiNet account password(s)
    - Running antivirus and malware scans
    - Ensuring you are using secure passwords for your home network (i.e. Wi-Fi and router access, particularly if a remote management feature is in use)

  3. Once we've spoken to you to verify your identity and ensure that measures have been taken to resecure your account, your iiNet services may be unsuspended.

For more advice about how to stay safe online, including examples of emails impersonating iiNet, see our article about Scam emails and phishing.

To view our Domestic and Family Violence Position Statement, click here. Further support will be available on or before 1 January 2026.

 

If you’re experiencing domestic or family violence, we’re here to help.

We understand that having access to communications can be vital for those who are experiencing or have been impacted by domestic or family violence. You can talk to us about how we may be able to assist you in staying connected – just call 13 22 58 (24/7).

Keeping your mobile number

If you’re the not the account owner but want to be able to keep your mobile number, we may be able to help you in some cases.

Please give us a call on 13 22 58. Our team may be able to assist by transferring your mobile number into your name.

We will need you to do the following:

  • provide us with copies of documents that can verify your identity, such a drivers licence or Medicare card;
  • provides us with supporting documents including a duly witnessed Statutory Declaration setting out you are or have been the subject of domestic or family violence and where necessary, an AVO, police report, court order or a letter from women’s shelter, financial counselor or community advocate; and
  • demonstrate that you are using a device that is associated to the relevant mobile number.

We’ll tell you how to do this. Once the above is received or established and we have verified your identity and circumstances, we will work with you to determine, where available, the most suitable process to keep your mobile number.

Financial hardship

If you’re experiencing financial hardship due to domestic or family violence, you can speak to us about applying for financial hardship assistance. Please see our Financial Hardship Policy for more information.

Unwelcome communications

If you’re receiving unwelcome calls or messages via a service you have with us, we may be able to assist. For information on what to do if you’re getting unwanted phone calls to your home phone number, see our Unwanted Phone Calls page. Please be aware that you can also block the number from which the unwelcome communications originate by using to your phone's own features or by downloading an app to restrict the calls and messages you receive. If you are receiving life threatening communications, please report these to the police immediately.

Additional support services

  • 1800RESPECT
    Provides free counselling and support services for domestic, family, and sexual violence. Call 1800 737 732, chat online, or text. 
    https://www.1800respect.org.au/
     
  • Ask Izzy
    Ask Izzy connects people in need with essential services, including family violence support.
    https://askizzy.org.au/
     
  • Lifeline
    Lifeline offers crisis support and suicide prevention services. Call 13 11 14, text, or chat online.
    https://www.lifeline.org.au/
     
  • MensLine Australia
    Helps men navigate a variety of matters, including family violence. Call 1300 789 978.
    https://mensline.org.au/
     
  • 13YARN Australia
    Provides free, confidential, 24/7 Aboriginal & Torres Strait Islander Crisis Supporters. Call 13 92 76.
    https://www.13yarn.org.au/
     
  • Full Stop Australia
    Offers free, confidential, 24/7 trauma specialist counselling to people of all genders who have been subject to sexual, domestic and family violence. Call 1800 385 578.
    https://fullstop.org.au/ 

This article provides information about the consequences if we, the iiNet Group (including iiNet, Westnet, Internode, TransACT, and Adam Internet), exercise our right to restrict, suspend or disconnect one or more of your services for credit or debt management reasons.

We will make several attempts to contact you via email and/or SMS regarding any credit or debt management issues for your services. A notice will be sent to you in advance of any restriction, suspension or disconnection occurring.

If you are experiencing difficulties making this payment, then please see our Financial Hardship Policy for information about your options and how to speak to someone about your circumstances.

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

 

Service restrictions are typically related to spend management tools and may occur when you have used 100% or more of your service inclusions, such as data. Restrictions do not necessarily indicate that your services are at risk of suspension or disconnection.

If one or more of your services are restricted, you will not be able to use select features of the services. For example:

  • If you have a Mobile service and have used all of the monthly mobile data included in your plan, the ability to use mobile data will be restricted and you won't be able to access the internet. Other features of the service, such as receiving calls/SMS and making calls/SMS that are part of your plan’s included value, will remain available.
  • If you have a Fetch TV service that has exceeded the monthly spend limit for Video on Demand content, you won’t be able to purchase Video on Demand content such as movies or TV shows. Other features of the service, such as viewing TV channels, will remain available.

You will need to wait until your next billing period begins for the restriction to be removed. Alternatively, you may call us on 13 22 58 to increase your monthly spend limits.

For prepaid mobile services, you may choose to top up your Prepaid Balance in Toolbox to purchase a mobile data block.

 

If one or more of your services are suspended, you will not be able to use those services.

For example, if your suspended service is a fixed or mobile voice service, you won’t be able to make calls (except to emergency services like 000) on your phone or handset or use mobile data. If your suspended service is an internet service, you won’t be able to connect to the internet or use services that require connection to the internet, like VoIP.

You may not purchase additional services while one or more of your services are suspended. Ongoing monthly plan charges will still apply while the service is suspended (excluding Mobile and 4G/5G Home Broadband services).

How can I get my services unsuspended?

  • Mobile and 4G/5G Home Broadband services: You will need to pay the amount to renew your prepaid service before the suspension is removed.
  • Other services: You will need to pay all overdue amounts owing before the suspension is removed.

Restoration of your service can take up to 1 business day after the payment has been received.

Failure to pay after services are suspended may lead to your services being disconnected.

 

Unlike suspension, disconnection of your service is permanent.

Disconnection means you won’t be able to use any features of your services, including internet access and making or receiving any calls on phone services (for some fixed line services, even calls to emergency services like 000 cannot be made or received after disconnection).

You will need to reapply for new services, which may incur costs. Please note that following disconnection, the plan for your particular service may no longer be available, and your username or phone number may change. Any bundled discount entitlements will also be forfeited.

We may also require you to immediately stop using and return to us, or allow us to remove, any equipment or material belonging to us. We may delete all of your data from any storage media (you are solely responsible for backing up your data, such as voicemail messages).

  • Mobile and 4G/5G Home Broadband services: You will still have to pay any applicable cancellation fees.
  • Other services: We will send you a final invoice requesting payment of all outstanding charges incurred before disconnection, including any applicable cancellation fees. Failure to pay may affect your ability to reapply for a new service with us.

 

You can make a payment by following the instructions on your invoice or using a credit card to pay via Toolbox. Alternatively, you may call us on 13 22 58.

If you wish to discuss your account, please contact our Support team via email or call 13 22 58 (open 24/7) and we’ll be happy to help.

This information is not relevant to Liimitless data plans.

If you use up all your data, purchasing a Data Pack will remove speed shaping until that additional data has also been used up, or the next billing period begins. Data Packs do not roll over to the next billing month if the data isn't used up.

 

  • 10GB for $10
  • 20GB for $15
  • 50GB for $30
  • 100GB for $50
  • 200GB for $80

 

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

  1. Log in to Toolbox and select the broadband service under Select service to manage. 
    Toolbox data pack 1
  2. In Dashboard view, select Add Data Pack. This option is also available on the Check Usage page. 
    Toolbox data pack 2
  3. You'll see a list of available Data Packs. Choose the desired Data Pack and hit Select. 
    Toolbox data pack 3
  4. Review the final summary and hit Submit to finish. The charge for your data pack will appear on your next invoice. 
    Toolbox data pack 4
  5. Once your data pack has been purchased, your usage should be reduced and your broadband speed should be unshaped within one hour. If you're still experiencing shaped speeds after this time, please try restarting your modem.