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This article will help iiNet customers who have services across two billing systems understand the differences between their two iiNet accounts and how they can manage their services. We call these customers "dual account" customers.

Why do I have a dual account?

iiNet is currently in the process of implementing a new billing system behind the scenes. It's a gradual process to release our existing broadband products on this billing system. Currently, our new billing system is used for:

Mobile SIM plans
nbn services
4G Home Wireless Broadband services
5G Home Broadband services
ULTRA Broadband services

In some cases, existing customers may also have iiNet services which aren't yet available in the new billing system. That means that they'll have two accounts which need to continue indefinitely until we're able to get all of their services in the new billing system. We call this situation a "dual account".

Do I need to call a different number for Technical Support etc.?

Nope. Simply use the standard contact information available on our Contact Us page and follow the prompts to get through to the department you need.

Will I have two invoices?

Yes. Each billing system will issue its own invoice for the services on each account. Don't worry, though - you won't be billed twice for the same service as one service can only exist in one billing system. You'll receive your invoices via email as usual and payment will be automatically debited from your nominated bank account or credit card in time for the due date.

These invoices look different. At a glance, you can see that it's pretty easy to tell which is which. You can also take a look at the services which are listed on your invoice to confirm which is which.

Invoice from existing billing system	Invoice from new billing system

Learn more about billing periods for this invoice	Learn more about billing periods for this invoice

How do I manage my services online in Toolbox?

Just like dual account customers have two different invoices, there are two different versions of Toolbox to use to manage your account online; one for your services in our existing billing system, and one for your services in our new billing system.

You can log into either Toolbox from the same place, our main login page at https://toolbox3.iinet.net.au/. The trick to getting one Toolbox or the other is the credentials you use to log in.

Toolbox for existing billing system	Toolbox for new billing system
Log in at https://toolbox3.iinet.net.au/ with the username and password for the iiNet mailbox associated with your iiNet Mobile service (this may be your username with "_mobile" at the end), or old iiNet broadband service.	Log in at https://toolbox3.iinet.net.au/ with the username and password associated with your new iiNet service.

Learn more about what you can do in this Toolbox	Learn more about what you can do in this Toolbox

if you've forgotten your password for either Toolbox, please use our password recovery tool.

How do I switch between iiHelp articles relevant to each billing system?

From time to time, you may need to check out a guide on iiHelp to read up on how to do something related to your iiNet account or services. The majority of articles, such as those for troubleshooting services, can be used by any iiNet customer, regardless of which billing system their services are in. However, some articles, particularly those about billing and Toolbox, have different information that's relevant to either our existing billing system, or our new billing system.

So, how do you get the information you're looking for? It's pretty simple. Whenever an iiHelp article has equivalent articles for each billing system, you'll see a banner like the example below. You can use this banner to make a selection so you'll be shown the right stuff.

Simply click the link and choose what your invoice or Toolbox looks like and you'll be taken to the relevant advice in the article.

If you need to change your decision, simply scroll back to the top of the article and choose again.

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.

Log in to Toolbox and select My Products from the navigation bar, and then select Broadband. If you're on a mobile device and you don't see this option, click the grey square with three lines to show the navigation menu.
If you have more than one broadband service, select the right username from the Product drop-down menu.
Select Manage nbn appointment from the Actions menu. If you're on a mobile device and you don't see the Actions menu, click the grey bar labelled Broadband actions to show it.
Select Reschedule. Note that this option will only be displayed for appointments with the "Reserved" status.
Fill out the form to select your desired date and time slot.
IMPORTANT: As per the on-screen warning, all requests for a weekend or public holiday appointment will be rejected. Please take care not to do this as it may cause delays in your order.
Click Submit to submit your request to reschedule.
Once your appointment has been successfully rescheduled, you'll receive an email and/or SMS from us to confirm. In the event that your request is rejected (i.e. a weekend or public holiday was selected) we'll contact you to arrange an available appointment.

The article will explain the status lights found on the Network Termination Units (NTU) used for some iiNet Ultra Broadband FTTB services.

Select your NTU model

	Adtran® 422G GFast NTU
	LEA Networks NTU
	Power/DIAG NTU

Adtran® 422G Gfast NTU Status lights

Light	State		Meaning
POWER	Off		No power.
	Green		Your NTU has power.
GFAST	Flashing green		Make sure the phone cable between your NTU and phone socket is plugged in securely, and restart your NTU. Please call us on 1300 997 271 if the light stays flashing. Note: You must use the supplied 1-metre phone cable. Longer phone cables can cause connection issues.
	Green		Your NTU is operating normally.
LAN		Off	Make sure the Ethernet cable between your NTU and modem is plugged in securely, and restart your NTU. If the light stays off, try a new Ethernet cable. Please call us on 1300 997 271 if the issue persists.
		Green	Successful network connection. This light flashes during data transfer.

LEA Networks NTU Stats lights

Light	State		Meaning
POWER	Off		No power.
	Green		Your NTU has power.
OUT	Off		Your NTU isn't detecting the FTTB equipment in the MDF. Please call us on 13 22 58.
	Green		Your NTU is operating normally.
	Flashing green		Line issue detected. Make sure the phone cable between your NTU and phone socket is plugged in securely. Please call us on 13 22 58 if the issue persists.
WARNING		Off	Your NTU is operating normally.
		Flashing green	Overload detected. Unplug the power cord from the NTU and then plug it back in. Please call us on 13 22 58 if the issue persists.

Power/DIAG NTU Status lights

Light	State	Meaning
POWER	Off	No power.
	Green	Your NTU has power.
	Flashing	Your NTU may be malfunctioning. Please call us on 13 22 58 for assistance.
DIAG	Off	Provided POWER light is on and not flashing, the NTU is functioning as expected.
	Red	Make sure the phone cable between your NTU and phone socket is plugged in securely. If possible, try another 1-metre phone cable. Please call us on 13 22 58 if this light stays red.

The article will explain the status lights found on the nbn Connection Device (NCD) used for nbn Fibre to the Curb (FTTC) services, which may be useful for troubleshooting.

Status lights

The status lights may be covered by a small sliding panel on the face of your nbn Connection Device.

Light	State		Meaning
LAN		Off	NCD has no power or is not connected to a modem/router.
		Blue	Successful connection between NCD and modem/router. Flashing indicates local network activity.
		Amber	Successful connection between NCD and modem/router. Flashing indicates local network activity.
DSL		Off	NCD has no power or is not communicating with the nbn.
DSL		Blue	NCD is successfully communicating with the nbn.
Connection		Off	NCD has no power.
		Blue	Successful reverse power to nbn equipment outside the premises.
		Red	Issue with reverse power. Please call us on 13 22 58 for assistance.
Power		Off	NCD has no power.
Power		Blue	NCD has power.

BizPhone orders cannot proceed unless these tests are completed, so it's important to get them done at your earliest convenience.

Running the BizPhone Test

Make sure that no other programs or downloads are running while the test is being performed as this may affect the results.
Select one of the links below to load the test:

- Recommended - Java version (requires Java to be installed and updated on your computer)

- HTML5 version (requires VisualWare Browser Compatibility Service (BCS) for Windows or Mac to be installed on your computer)
Once the test loads, click Start Test. The test will automatically run to test your broadband speed...

Latency...

Port blocking...

And packet throughput capacity:
Once the test has finished running, you'll see a Summary page like the example below.
Select the Speed tab and write down the Test result number shown on this page.
Select the VoIP tab and write down the Test result number shown on this page.
You should now have two different reference numbers. Please reply to the email your received from our BizPhone Provisioning Team with these numbers so that we can check your test results.
Once your BizPhone Connection test results have been checked, we'll contact you about the next steps for your BizPhone order.

Common issues that may delay your BizPhone order

The following issues must be addressed before your BizPhone order may proceed. If the BizPhone Connection Test identifies any of these issues, we'll contact you to discuss the matter and see if it can be rectified.

SIP ALG Enabled: SIP ALG is a protocol that attempts to make VoIP packets flow smoothly. Some modems have this setting on by default and it will need to be disabled, with the tests rerun.
Port Blocking: Port blocking will result in your BizPhone not operating, as it cannot communicate with the needed SIP servers. We will tell you which ports need to be open so you can make arrangements with your IT Support technician.
Insufficient Speed/Quality: Internet issues may be present on the line and you should contact your Internet Provider to troubleshoot or see if more suitable internet technologies are available in your area.

You can+ change your internet plan in Toolbox. If you've never logged into Toolbox before, please see An Introduction to Toolbox.

Please note

After changing your plan, any amount you’ve paid in advance for your current plan will be credited back to your account, and you’ll be invoiced for that time at the rate for your new plan instead.
Changing your plan does not reset your existing usage for your broadband data.
When downgrading a plan, if your existing usage is greater than the total quota of your new plan, this may cause your internet to be shaped. In this case, we recommend you wait until your next billing period when your quota has reset.

Log in to Toolbox and select your internet service under Select service to manage.
Select Change Plan. Under "Want to try a new plan?", hit the Change Plan button.
You'll see a list of available plan options. Choose your desired plan and then hit Next.
You'll see a summary of the change. Use the checkbox to agree to the terms and conditions and then select Confirm to submit your plan change. You'll receive an email and SMS confirmation to confirm when your plan change has been completed.

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

To change your preferences (e.g. feedback survey subscriptions) please see Changing contact preferences in Toolbox.

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

Updating existing contact details
Add, edit or remove an additional contact

Updating existing contact details

Log in to Toolbox and select About Me.
The current contact details will be shown. Select Edit contact information.
Edit your Address, Phone, or Email as desired and click Update contact information to finish.

Note: You will not be able to save your changes if the mandatory Phone number field is blank. You may enter a mobile or VoIP number for this; it doesn't need to be a landline phone number.
IMPORTANT: If you're updating your contact address because you're moving home, please call us at your earliest opportunity as we'll need to arrange a relocation of your iiNet services.

Add, edit or remove an additional contact

Log in to Toolbox and select About Me, then select the ADDITIONAL CONTACTS tab.
To add a contact, select Add Contact.
Fill out all the fields, including Contact Type, Date of Birth, First name, Last name, Address, Phone and Email, then select Add additional contact.

Note: You will not be able to proceed without a valid Address for a contact.
Once additional contacts have been created, they will be listed on the ADDITIONAL CONTACTS page. To edit an additional contact, select Edit.
Adjust the Contact Type, Address, Phone or Email fields fields as desired, then select Update additional contact.

Note: It is not possible to edit the name or birthdate of a contact. if these details were entered incorrectly, please delete the contact and add it again.
To delete an additional contact, simply select Remove, then Delete Contact to confirm your decision. Alternatively, a Delete Contact option is also available on the Edit page.

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

Note: If you have an outstanding balance on your account (e.g. an overdue invoice), an automatic payment for the amount owing will be attempted when you save your new payment details.

Log in to Toolbox and select Payment Details.
Under "Payment Method", current payment details will be shown. Select Edit Payment Method.
Select either Credit Card or Direct Debit, then fill out the required details for your selected payment method:

- Credit Card (Credit or Debit cards) requires a Name on Card, Card Number, Expiration Date and Security Code. Applicable surcharges for Amex cards will be noted at the end of the form.

- Direct Debit requires a BSB and Account number, an Account name, and agreement to the terms and conditions of the Direct Debit Authority Agreement.

Please note: Payment details must use an Authorised Deposit-taking Institution (ADI). Non-ADI payment methods such as Visa Debit gift cards cannot be used.
Click Review my order to submit your change request and finish.

iiNet regularly reviews our Amex surcharges as per RBA merchant pricing rules. Our current surcharges are based on actual costs and can be found in our Pricing Schedule.

Customers with a failed direct debit please note that payment will be automatically re-attempted once. It may take up to 3 business days for this payment to clear.

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

Log in to Toolbox. The amount owing will be shown in the account overview.
Select Make a payment.

Note: If your amount owing is $0.00, any payment you make in advance will be held as a credit on your account and used on your next invoice.
Enter the amount to pay in the Credit/Charge Amount field, then Proceed.
Fill out the required details, including Name on Card, Card Number, Expiration Date and Security Code.
Note: Any applicable surcharges will be shown on screen.
Click Make payment to finish.

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

Log in to Toolbox and select Invoices.
You'll see a list of all invoices. To download any particular invoice as PDF file, hit Download Invoice.

Note: To view PDF files, you'll need to install Adobe Reader on your computer, tablet or smartphone.
To see phone calls that are included on any particular invoice, you can select View Call History.