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 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.
2. If you have more than one broadband service, select the right username from the Product drop-down menu.
3. 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.
4. Select Reschedule. Note that this option will only be displayed for appointments with the "Reserved" status. 
   
5. 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.

   
6. Click Submit to submit your request to reschedule.
7. 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.

Checking the status lights on your Network Termination Units (NTU) for Ultra Broadband FTTB can be useful for troubleshooting.

Not every FTTB service has an NTU.

Choose your NTU:

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

Adtran® 422G Gfast NTU Status lights

LEA Networks NTU Status lights

Power/DIAG NTU Status lights

Here's what the status lights mean on your nbn Connection Box (NCB) for nbn FTTC.

You may need to slide back the panel to see the status lights.

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

1. Make sure that no other programs or downloads are running while the test is being performed as this may affect the results.
2. 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)
    
3. Once the test loads, click Start Test. The test will automatically run to test your broadband speed...  
   
   Latency...  
   
   Port blocking...  
   

   And packet throughput capacity:

   
4. Once the test has finished running, you'll see a Summary page like the example below.  
   

5. Select the Speed tab and write down the Test result number shown on this page.

   

6. Select the VoIP tab and write down the Test result number shown on this page.

   

7. 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.

8. 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.

1. Log in to Toolbox and select your internet service under Select service to manage. 
   
2. Select Change Plan. Under "Want to try a new plan?", hit the Change Plan button. 
   
3. You'll see a list of available plan options. Choose your desired plan and then hit Next. 
   
4. 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:

 
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.

1. Log in to Toolbox and select Payment Details.
2. Under "Payment Method", current payment details will be shown. Select Edit Payment Method. 
   
3. 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 Request Service 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.
    
4. 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.

1. Log in to Toolbox. The amount owing will be shown in the account overview.
2. 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.
   
3. Enter the amount to pay in the Credit/Charge Amount field, then Proceed.
   
4. 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.
5. Click Make payment to finish.
   

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

1. Log in to Toolbox and select Invoices. 
   
2. 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. 
   
3. To see phone calls that are included on any particular invoice, you can select View Call History. 
   

You can check the call history for your iiNet phone service at any time.

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

1. Log in to Toolbox and select the Phone service under Select service to manage. 
   
2. Select Call History. Calls for the current billing period will be shown by default. 
   
3. To see usage for previous billing periods or search for specific calls, select the plus (+) icon to expand the Show search criteria section. 
   
4. To search by billing period, select Invoice, choose the invoice date and hit Search.
5. To search for specific calls, select Calls made. You have several search options to refine :

   - Date Range: Search for calls since last invoice, calls within the past 7 days, 30 days, 6 months or 12 months, or a custom date range.
   - Call type: Only show Local, national, Mobile or International calls made in the search results.
   - Duration and Period: Only show calls that were up to, or over, a certain amount of seconds minutes or hours.

6. One or more of these search refinements must be filled our before you may hit Search.

   The example below shows a search for International calls lasting up to 5 minutes, made over the last 7 days.