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:

 

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

 

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:

 

nbn® Fibre to the Premises (FTTP)

How nbn FTTP is connected

NBN Fibre optic cable to house

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.

nbn FTTP equipment

 

Installation requirements for nbn FTTP

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:

  • Within 3 metres of a power 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 it can be easily reached.
  • A place where you’re not planning any major renovations.

 

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

How nbn FTTB/FTTN is connected

NBN Fibre optic cable to building, copper wire inside building
NBN Fibre optic cable to Node, copper wire to house

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.

NBN FTTB/N wall socket

 

Installation requirements for nbn FTTB/FTTN

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.

 

nbn® Fibre to the Curb (FTTC)

How nbn FTTC is connected

NBN Fibre optic cable to curb, copper wire to house

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.

NBN FTTC equipment

 

Installation requirements for nbn FTTC

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.

 

nbn® HFC (Hybrid Fibre Coaxial)

How nbn HFC is connected

NBN Fibre optic cable to Node, coaxial cable to house

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.

Cable socket
Cable splitter

 

Installation requirements for nbn HFC

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.

 

nbn® Wireless

How nbn Wireless is connected

NBN Fibre optic cable to Wireless tower, wireless signal to antenna on house

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.

NBN Wireless equipment

 

Installation requirements for nbn Wireless

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:

  • Within 3 metres of a power 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 it can be easily reached.
  • A place where you’re not planning any major renovations.

 

nbn® Satellite

How nbn Satellite is connected

NBN Fibre optic cable to Satellite base station, satellite signal to dish on house

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.

NBN Satellite equipment

 

Please note

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).

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.

 

  1. Testing must be performed on two different devices that are plugged into any of the LAN ports on your modem.
    LAN port example
  2. Make sure that no additional devices are connected to your network while you're running the test. Close any background applications such as file sharing, iCloud, One-drive, Dropbox or operating system updates, or wait until they're complete.
  3. Open your web browser and run a speed test.
  4. Once the test has completed, copy the Result ID number shown above the test results.
  5. 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)

  6. 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.
  7. Once you have all the test results, please email them to support@iinet.net.au and include your iiNet username or Customer ID in the email subject line.
     
    We'll contact you if we need more info.

"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.

Checking the status lights on your nbn Connection Box (NCB) for nbn Wireless can be useful for troubleshooting.

 

nbn Wireless Connection Box Status lights

nbn Wireless NCB lights - from left to right: Power, Status, Outdoor Unit (ODU), Signal strength.
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.

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.