• How to unsuspend your iiNet services (Overdue invoices)
• How to unsuspend your iiNet services (Security incident)

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.

• What are the consequences if my service is restricted?
• What are the consequences if my service is suspended?
• How can I get my services unsuspended?
• What are the consequences if my service is disconnected?
• How to make payment

 

What are the consequences if my service is restricted?

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.

 

What are the consequences if my service is suspended?

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.

 

What are the consequences if my service is 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.

 

How to make payment

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.

• CLID Blocking (Silent Number)
• Call Barring
• Call Forwarding/Diverting
• Call Waiting
• Call Return

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. 
   
2. Select Settings.
3. CLID Blocking can be enabled by setting its toggle switch to ON. Changes are saved automatically. 
   
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. 
   
2. Select Settings.
3. Each type of Call Barring can be enabled by setting its toggle switch to ON. Changes are saved automatically. 
   

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. 
   
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 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 billing period begins on your anniversary date
• All iiNet services are billed one billing period in advance
• Example: The first invoice after placing an order (pre-payment)
• Example: The second invoice after placing an order (alignments)
• Why have I only received part of my plan value?
• What happens to fees I've paid in advance if I change plans or cancel a service?
• What is a credit?
• What is a refund?

 

Your billing period begins on your anniversary date

When your first iiNet service is ordered, your "anniversary date" is set roughly 14 calendar days later. This is the date your iiNet bills are typically due each month. As a rule, billing anniversary dates don't get set for the 29th, 30th or 31st days of a month - only days 1 to 28 are used.

The billing period for your iiNet services is also based on your anniversary date (e.g. Billed period: 04 JAN 2017 - 04 FEB 2017). If you change plans, billing is aligned to the same billing period.

 

All iiNet services are billed one billing period in advance

As per the Billing Policy in our Customer Relationship Agreement, iiNet services are billed in the following ways:

• Recurring or fixed charges such as monthly plan fees are billed in advance. One month's pre-payment for services is taken immediately after your order is placed, but this prepayment stays on your iiNet account until your services are active and ready to be billed.
• Variable charges such as phone calls are billed in arrears, which means they are paid after the charges have accrued (after all, we can't know which phone calls you've made until after you've made them!).

When you change plans, you'll receive a credit on your iiNet account for any unused plan fees that you paid in advance. You will then be charged in advance at the rate for your new plan.

 

Example: The first invoice after placing an order (pre-payment)

The example below shows the initial setup charges for an internet service that was just ordered, as well as the one month's prepayment that's taken immediately whenever an order is placed.

• A) Details about the payment that was taken from your nominated bank account or credit card
• B) One month's pre-payment for your ordered plan
• C) One-off setup charges such as broadband activation, modem purchases and hardware delivery

 

Example: The second invoice after placing an order (alignments)

The example below shows the charges for an internet service that has now been activated and billing has commenced. Credit from the one month's prepayment is used to balance one month's worth of charges now that the service is active.

• A) Credit from pre-payment will be used to balance some of the charges on this invoice, so you're not paying for any days before your broadband service was activated
• B) One Full Monthly Charge for the next billing period (one billing period in advance)
• C) One Full Monthly Charge for the current billing period
• D) In this example, the broadband service was active for 11 days before the beginning of the current billing period. A pro-rated charge covers the cost of these days

Please note: If you're trying to follow along with a calculator, it's worth noting that our billing system calculates fees right down to the second. It's unlikely that a service would be activated at exactly 12AM, so while a plan may cost $1.97 for each full day of the year, less than that would be charged for the day a service was activated.

 

Why have I only received part of my plan value?

This can happen when you change plans, or activate a new service partway through your billing period.

If you've been billed for a part month charge for your plan, then you'll receive a proportionate part of your plan's monthly value for data or calls, etc.

For example, if you've been billed for 10 days worth of your new broadband service with an included Netphone, you'll receive 10 days worth of its included monthly data and call value.

This is known as "pro-rating", and it means that you'll pay the correct rate and receive the correct value for the exact days you had each plan. Once your next billing period begins, you'll receive the full monthly value at the full monthly price.

Pro-rating does not affect unlimited or all-inclusive allowances, such as our Liimitless broadband data plans. After all, you can't divide infinity!

 

What happens to fees I've paid in advance if I change plans or cancel a service?

When you change plans or cancel a service, any amount you've paid in advance for that service is credited back to your account.

• If you've changed plans, you'll then be billed in advance at the rate for your new plan. Any remaining credit will be used to balance charges on your next invoice.
• If you're cancelling one service but you still have others, the credit will be used to balance charges on your next invoice.
• If you're closing your account, any remaining credit after your final invoice can be refunded back to your nominated bank account or credit card.

 

What is a credit?

A credit is an amount of money added to your iiNet account, usually to correct a billing error or to cover downtime during a service fault.

Credits stay on your iiNet account until they're used towards charges on your next iiNet invoice. For example, if your iiNet account had a credit of $50 and your next iiNet  invoice was due for $59.99, you'd only have to pay $9.99 after the credit is used.

 

What is a refund?

A refund is when a credit on your iiNet account is returned to your nominated bank account or credit card. You can ask for a credit on your iiNet account to be refunded by calling us on 13 22 58.

If you close your iiNet account and your final invoice is in credit, the credit will be refunded.