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.

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.

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.

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.

If, as a result of domestic violence, 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.

If you’d like further assistance, White Ribbon lists support hotline numbers to services available to you.

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.

We do not offer priority assistance, nor support for medi-alert services and monitored alarm systems. Priority assistance is offered by Telstra for people who may be reliant on a telephone service because of a serious medical condition. If you have a medi-alert or priority assistance service or believe that you are eligible, please consider this before proceeding with your order.

As of 22 January 2025, Fetch services are no longer available from iiNet. Learn more.

  1. Visit our Network Status page to see if any known issues in your area are affecting your internet connection.
  2. Run a speed test. If your result is lower than 3Mbps please call our Support Team on 13 22 58.
  3. Multiple devices competing for bandwidth on your home network (e.g. downloading a movie or major game patch while watching/recording a Fetch channel) may cause temporary bandwidth issues.
  4. Reduce the number of high-bandwidth activities running at the same time to allow more bandwidth for your Fetch service.
    Note: If the issue is temporary due to local congestion, you can prevent repeated display of the "Bandwidth Low" message by pressing the green button on your Fetch remote.
  5. Open the Fetch menu and select the Gear icon.
  6. Select User > Streaming. You may need to enter the parental PIN to continue (the default PIN is 0000).
  7. Select a suitable bandwidth setting:

    - 3 channels (6 Mbps) - Limits Fetch to 3 streams (watch/record up to 3 channels at a time). Try this setting first.  
    - 2 channels (4 Mbps): Limits Fetch to 2 streams (watch/record up to 2 channels at a time). Choose this setting if channels don't play smoothly when "3 channels (6 Mbps)" is selected.
    - 1 channel (2 Mbps): Limits Fetch to 1 stream (watch/record one linear channel at a time). Choose this setting as a last resort.
     
    Fetch bandwidth settings example
  8. Changes will save automatically. Exit the Fetch menu to finish.
  9. Call us on 1300 701 006 for further assistance.

Without bandwidth control, your modem/router may attempt to upload faster than the speed of your nbn plan, which will result in your connection dropping out as nbn will start discarding information sent across the connection.

All modems supplied by iiNet take care of this setting automatically to ensure you have the fastest and most stable connection possible.

Note: If you have any trouble following this guide, please run a Google search or visit your modem/router manufacturer's website for support information.

 

  1. On a device that's connected to your modem, open your web browser and go to your modem's default gateway (this is the page where you can log in and change the modem settings). Common addresses are http://192.168.1.1, http://192.168.0.1 and http://192.168.1.254.
     
    If these don't work for you, check your modem manufacturer's website for support information. Alternatively, if you have a desktop PC or Mac you can follow the advice in this article to find the gateway address.
  2. You'll see a login page. If there's a username field, the default username will almost always be admin. The default password is typically admin or password.

    If you can't log in with these settings, check the modem's barcode sticker for the default login settings. If the modem is secondhand or you've used it previously, it may already have custom login details set. As a last resort, you can factory reset the modem to return it to the default settings.
  3. The setting you need to find is most likely in an Advanced section. If you see any option for advanced settings or to switch to an advanced view, select it.
  4. Locate the bandwidth control setting. This is commonly labelled QoS or Bandwidth/Traffic control.
  5. Ensure that upstream bandwidth/QoS is enabled and set the bandwidth maximum according to your nbn plan as listed below.

    - If you have an NBN12 plan, enter a maximum of 950kbps
    - If you have an NBN25 plan, enter a maximum of 4950kbps
    - If you have an NBN50 plan, enter a maximum of 19500kbps
    - If you have an NBN100 plan, enter a maximum of 19500kbps*
    - If you have an NBN250 plan, enter a maximum of 24500kbps
    - If you have an NBN Ultrafast plan, enter a maximum of 49500kbps

    *Note:     Business NBN100 plans and some legacy residential NBN100 plans may require a maximum of 39500kbps instead.

  6. Save your changes to finish. An example for a Netgear modem is shown below. 
    Netgear bandwidth control example

 

This article covers features for all current iiNet VoIP services such as nbn Phone, VDSL2 Phone and FTTB Phone.

These services do not have a voice mail feature.

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

Cost information

Standard features are included with your VoIP service, but please note that standard call costs apply when any call forwarding features forward a call to a new destination. All call forwarding features are disabled by default.

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

CLID Blocking (Silent Number)

CLID Blocking (Calling Line ID Blocking), which may also be known as Silent Number to former landline users, 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 dialing *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 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.