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

  • 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
      Toolbox change plan 1
    2. Select Change Plan. Under "Want to try a new plan?", hit the Change Plan button. 
      Toolbox change plan 2
    3. You'll see a list of available plan options. Choose your desired plan and then hit Next
      Toolbox change plan 3
    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. 
      Toolbox change plan 4

    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

     

    1. Log in to Toolbox and select About Me.
    2. The current contact details will be shown. Select Edit contact information
      Toolbox update contact details 1
    3. 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. 
      Toolbox update contact details 2
    4. 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.

     

    1. Log in to Toolbox and select About Me, then select the ADDITIONAL CONTACTS tab.
    2. To add a contact, select Add Contact
      Toolbox edit contact details 1
    3. 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. 
      Toolbox edit contact details 2
    4. Once additional contacts have been created, they will be listed on the ADDITIONAL CONTACTS page. To edit an additional contact, select Edit
      Toolbox edit contact details 3
    5. 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. 
      Toolbox edit contact details 4
    6. 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. 
      Toolbox edit contact details 5

     
    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
      Toolbox Update Payment 1
    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. 
      Toolbox Update Payment 2

     

    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.
      Toolbox payment 1
    3. Enter the amount to pay in the Credit/Charge Amount field, then Proceed.
      Toolbox payment 2
    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.
      iiNet Toolbox - Make a payment

     

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

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

     

    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
      Toolbox call history 1
    2. Select Call History. Calls for the current billing period will be shown by default. 
      Toolbox call history 2
    3. To see usage for previous billing periods or search for specific calls, select the plus (+) icon to expand the Show search criteria section. 
      Toolbox call history 3
    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.

      Toolbox call history 4

    You can check the data usage for your iiNet internet service at any time. If you have a monthly data plan instead of an unlimited data plan, we'll also let you know when you've hit 50%, 85% and 100% of your monthly data.

    Data usage isn't available if you have an unlimited data plan.

    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 usage 1
        
    2. Select Check Usage. Usage for the current billing period (including a graph to break down daily usage) will be shown by default. 
      Toolbox data usage 2
    3. To see usage for previous months, change the selection in the See usage from drop-down menu. 
      Toolbox data usage 3

    This article will explain the basics for Toolbox, our online account management tool.

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

    1. Go to Toolbox or select Toolbox on the Menu bar once you’re on the iiNet website.
    2. Log in with the username and password for your iiNet account. A one-time passcode will be sent to the mobile number in your account’s contact details.
    3. You can retrieve forgotten passwords at https://iinet.net.au/password.
    4. If you can't log in or receive the one-time passcode please contact us. After confirming your identity, we can help you access your account.

     

    After logging in, you'll see the default Actions menu on the left-hand side of the page. This menu is divided into four sections.

     iiNVTB_intro1.png

    This is a fixed section that lists the following information:

    Information Useful for
    Primary contact name Confirming the account holder (bill receiver)
    Broadband username Logging into Toolbox and Webmail
    Customer ID Reference number when contacting us
    Amount owing Checking if any money is owed on the account
    Make a Payment shortcut
     iiNVTB_intro2.png

    This section has a drop-down menu that you can use to select which service to manage.

    This selection is also displayed in the main window of Toolbox after logging in.

    Additional options will display depending on which type of service is selected:

    Service type Addtional options Useful for
    Broadband Dashboard Quick overview of plan
    Check current data usage (simple)
    Check when usage resets
    Add a Data pack
    Check usage Check current data usage (detailed)
    Check when usage resets
    Check data usage history
    Add a Data Pack
    Change plan Check current plan details
    Change broadband plan
    Moving Home Lodge a relocation for your iiNet services
    Settings Toggle Port Blocking
    Phone/Mobile Dashboard Quick overview of plan
    Check current call usage (simple)
    Call History Check current call usage (detailed)
    Check call usage history
    Manage Call Packs Add or remove call packs
    Settings Toggle Calling Line ID Blocking
    Toggle Call Barring options
    Toggle Call Forwarding/Diverting options
    Toolbox Menu

    This is a fixed section that gives you the following options:

    Option Useful for
    About Me Check current contact details
    Update contact details
    Add, edit or remove additional contacts
    Change account password
    Change contact preferences (e.g. newsletter subscriptions)
    Invoices Check invoice history
    Payment Details Check current payment details (partially censored)
    Update payment details
    Change the bill receiver
    Notifications Check history of account notifications
    Add New Service Add an additional service to your account
    Linked Accounts View and manage linked accounts - learn more
     iiNVTB_intro4

    Use this button to log out after using Toolbox. Logging out is especially important on public or shared computers.

    The Logout button is also present in the top right-hand corner of the page.

    This information applies to nbn Satellite services provided by iiNet before 6 December 2023.

    nbn® has created a Fair Use Policy to help protect national service quality on the nbn Satellite network.

    Please note that this Fair Use Policy enforcement is implemented at a wholesale level, which means it applies to all the nbn Satellite services nationwide including iiNet and any other retail service provider of nbn Satellite services. iiNet does not have the ability to remove or change any speed restrictions that nbn® applies.

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

    nbn®'s Satellite Fair Use Policy applies the following rules for data usage:

    • Individual services may not exceed 150GB of peak period (7AM-1AM) usage over any 4 week rolling period.
    • Individual services may not exceed 300GB of off-peak period (1AM-7AM) usage over any 4 week rolling period.

    It's important to monitor your usage to avoid getting a temporary speed restriction under the nbn Satellite Fair Use Policy.

     

    • nbn® will restrict the speed of your nbn Satellite service to 256/256kbps and will continue to do so until your usage is compliant with the nbn Satellite Fair Use Policy. iiNet has no ability to remove or change this restriction.
    • This is not the same as being shaped by us for using all of your monthly data. Your service may be restricted under the nbn Satellite Fair Use Policy even if you have not used all of your monthly data.
    • Severe or continual breaches of the Fair Use Policy may result in the suspension or termination of your service by nbn®.

     

    To reduce the risk of customers getting restricted under the nbn Satellite Fair Use Policy, iiNet nbn Satellite plans are designed to give customers "safe" amounts of monthly data at a great-value price.

    While other providers may offer plans with larger quotas, you should be wary of these because usage is measured over a rolling 4 week period rather than a calendar month. With faster speeds than older satellite technologies, if your usage is particularly high during the beginning or end of any monthly billing cycle, you may get restricted under the nbn Satellite Fair Use Policy if you do not monitor your usage.

     

    We've broken down the peak period data (7AM-1AM) in our plans to show one example of how much time you could spend on certain online activities each week.

    We've calculated this example based on the typical percentage of broadband data the average household uses on a range of common online activities - you may choose to spend more or less time on different activities, and your actual experience may differ depending on the amount of data required by any one activity such as varying download/upload size and image/video quality.

    Online activity Avg. % monthly data used for activity Estimated data per hour for activity Example of usage in a typical week
    30GB monthly peak data plan 45GB monthly peak data plan 60GB monthly peak data plan
    Web browsing and emails 10% 0.09GB/hour 8.3 hours/week 12.5 hours/week 16.66 hours/week
    Standard High Definition (720p) video streaming
    (e.g. Netflix on 'Medium' quality setting)
    60% 1GB/hour 4.5 hours/week 6.75 hours/week 9 hours/week
    Low Definition (480p) video streaming
    (e.g. YouTube on 480p quality)
    17% 0.3GB/hour 4.25 hours/week 6.37 hours/week 8.5 hours/week
    Social media browsing and messaging (excludes video) 7% 0.12GB/hour 4.37 hours/week 6.56 hours/week 8.75 hours/week
    Video calls (e.g. Skype) 4% 0.5GB/hour 36 minutes/week 54 minutes/week 72 minutes/week

    Applications that require a low latency (i.e. small delay in the time to transfer data from source to destination) such as online gaming have not been included in this example because they are not recommended over an nbn Satellite connection. It is unlikely that the latency which is possible to achieve over any satellite connection will provide a satisfactory gaming experience.

     

    The best way to monitor your usage is through Toolbox. If you're not sure how to do this, please see Checking your broadband usage in Toolbox.

    There are also many software applications available to help you do monitor your usage (both free and paid) however these software applications typically do not measure the usage of every device connected to your NBN Satellite broadband, such as computers, laptops, smartphones, tablets and other Wi-Fi devices. Toolbox is a more reliable option because it shows all of your usage in once place - you can even see your usage broken down to a daily view.

    Here’s what you need to know about speeds on iiNet nbn.

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

    How we advertise nbn® speeds

    We advertise Typical Evening Speeds for our nbn plans. Typical Evening Speeds are subject to change and are measured 7PM-11PM local time. Speeds are not guaranteed and may vary.

    Note: iiNet Business nbn plans measure Typical speeds during weekday business hours (9AM – 5PM local time).

    iiNet nbn® Fibre Typical Evening Speeds

    This includes nbn FTTB/FTTN, nbn FTTC, nbn FTTP & nbn HFC services.

    nbn Speed Tier Typical Evening download Speed Typical Evening upload Speed
    NBN12 12Mbps 0.8Mbps
    NBN25 25Mbps 4Mbps
    NBN50 50Mbps 17Mbps
    NBN100 100Mbps 17Mbps
    NBN Home Superfast* 250Mbps 21Mbps
    NBN Home Ultrafast* 800Mbps 40Mbps

    *This speed option is available on nbn FTTP & nbn HFC only. A high speed modem is required.

    iiNet nbn® Wireless Typical Evening Speeds

    nbn Speed Tier Typical Evening download Speed Typical Evening upload Speed
    NBN12 10Mbps 0.9Mbps
    NBN25 20Mbps 3.8Mbps

    How to choose the right nbn® plan for your needs

    If you already have iiNet nbn, you can change your nbn plan in Toolbox.

    nbn Fibre includes nbn FTTB/FTTN, nbn FTTC, nbn FTTP & nbn HFC services.

    Speed Available on these nbn types Best for
    NBN12 nbn Fibre
    nbn Wireless
    For basic internet use like web browsing and email.
    NBN25 nbn Fibre
    nbn Wireless
    For small households and light entertainment needs.
    NBN50 nbn Fibre For households with multiple devices and quality streaming.
    NBN100 nbn Fibre For entertainment lovers and online gamers.
    NBN Home Superfast* nbn FTTP & nbn HFC only For large households with more devices connected.
    NBN Home Ultrafast* nbn FTTP & nbn HFC only For heavy-duty internet users and small businesses.

    *A high speed modem is required.

    Factors that may affect your nbn® speed and connection

    Some factors only apply to specific types of nbn connections.

    Factor nbn Wireless nbn FTTB/N & nbn FTTC nbn FTTP & nbn HFC

    The quality of your modem, cables and devices
    Older devices may not support the newer types of Wi-Fi. Please visit the manufacturer’s website for information about your device’s capabilities. Any damaged devices or Ethernet cables should be repaired or replaced.

    Network Congestion
    Speed may be slower during periods of congestion, like when more people are using the network in the evening.

    Weather
    Extreme heat or rain in your area or at the nbn Wireless base station can affect the speed of your service.

    Wi-Fi signal interference
    The quality of your Wi-Fi signal may vary due to the number of devices you have connected, distance from your modem, the location of your modem, the type of Wi-Fi network (5GHz vs. 2.4GHz Wi-Fi) and any obstacles between your devices and your modem. Learn how to improve your Wi-Fi signal.

    How many devices you have connected
    When too many devices are being used at the same time, particularly for large downloads or HD/4K streaming, there may not be enough bandwidth to go around. This can limit the flow of data flow for all devices and cause slow speeds.

    Which content is being accessed
    Particular issues may affect a specific website or online game, such as insufficient server capacity.

    nbn® Infrastructure
    Your speed can be affected by the quality and location of nbn® infrastructure, such as:

    • The length and quality of copper cables used to connect your premises to the nbn hub for nbn FTTB/FTTN & nbn FTTC.
    • The quality and location of an nbn Wireless antenna.

    nbn® Wireless Signal interference
    Coverage may vary due to the nature of radio-based mobile networks. The signal may also be affected by the distance and line of sight from the network base station, building materials, and geographic features like hills, buildings and trees.

    nbn® Wireless Fair Use Policy Enforcement
    If your nbn Wireless usage falls within certain parameters set by nbn®, your service may be impacted by nbn®’s enforcement of their Fair Use Policy. This means you may experience slower download or upload speeds from time to time, depending on your usage, the time of day and the type of apps you’re using.

    Latency
    Latency is the amount of time it takes for data packets to go from one place to another on an internet connection, which is important for ultra-time-sensitive apps like multiplayer shooting games.

    • nbn Wireless may not be suitable for online gaming. 
    • Large files might be slow to load.