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You may need to lodge a Statutory Declaration form in the following situations:

Someone else’s services are already connected at a property you own or rent (preventing you from getting services connected to that address).
You need to take ownership of an account because the owner can no longer be contacted for any reason.
Any other situation that requires a legal statement from you.

If you don't know what to do with your statutory declaration, please contact us.

How to lodge a Statutory Declaration

Download and/or print a copy of the form here. Single-sided or double-sided printing is acceptable. If you do not have access to a printer, you can get a Statutory Declaration form from your local Post Office. Alternatively, your local library may be able to help you print the form.
Using a black or blue pen, fill out your Name, Address and Occupation, and then write your declaration in the space provided. If you are making a declaration as an authorised representative for a business, be sure to state this clearly. We've included some examples of written declarations below.
Example 1: Making a declaration as an individual
Example 2: Making a declaration as an authorised representative of a business
Take your Statutory Declaration to be signed by a witness. A list of acceptable witnesses can be found on the Statutory Declaration form.
Sign and date your form in front of your witness and then have them sign their name and title.
Scan or take a photo of your form and email it to customer-relations@iinet.net.au, or fax it to 1300 785 632. Please include your account number or iiNet username in your email subject, or written on your fax.
We'll contact you about the next steps once we get your Statutory Declaration.

If you use a different mobile handset, please check the manufacturer's website for support information.

Note: Former Westnet customers will continue to see "Westnet" displayed as their carrier even after they move to iiNet.

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

Manually selecting a network on an iPhone
How to set the network carrier on Android OS

Manually selecting a network on an iPhone

Tap the Settings icon.
Select Carrier.
Turn off the Automatic slider switch, and then wait while your iPhone searches for all available mobile networks in the area.
Tap Vodafone AU to select it as your network carrier. Exit the menu to finish.

How to set the network carrier on Android OS

Android OS looks different depending on your phone and software version. If these steps don't work for you, please check the manufacturer's website for a guide.

Open the Settings app.
Tap Network and Internet.
Tap SIMs, then select your iiNet SIM.
Scroll down and turn off the Automatically select network switch, then wait while your phone searches for available networks in the area.
Tap Vodafone AU, then exit the Settings app to finish.

Confirm your device is connected to your modem, otherwise it will not be able to access the modem's default gateway.
Note: Wi-Fi devices connected via WPS or Guest Wi-Fi (an optional feature in some modems) are not able to access the modem's default gateway. You must connect using the Wi-Fi password.
Turn off both your device and your modem and leave them off for at least 60 seconds.
Turn your device and modem back on and allow them both to reboot.
Try to browse to your modem’s default gateway.
If possible, attempt to browse to your modem’s default gateway on a device connected to your modem via Ethernet, instead of Wi-Fi.
If devices can access your modem's default gateway via Ethernet but not Wi-Fi, please troubleshoot your Wi-Fi.
If possible, attempt to browse to your modem’s default gateway on a different device connected to your modem via Ethernet or Wi-Fi.
If some devices can access your modem's default gateway but others can't, the devices that can't may be faulty. If you suspect this is the case, you may need to make a claim for a replacement under warranty or if the warranty has expired, investigate the possibility of getting it repaired.
Windows users only: performing a winsock reset may resolve an issue with a wireless adapter.
Call us on 13 22 58 for further assistance.

In most cases, your computer will obtain DNS settings automatically and you won't need to set it manually. Sometimes DNS may need to be set manually if you're experiencing browsing issues.

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

Set DNS server in Windows
Set DNS server in macOS

Set DNS server in Windows

Log in to Windows with an Administrator account. If your account doesn’t have Administrator privileges, you may not be able to adjust your DNS server settings.
Click the Search icon (magnifying glass) in the bottom left-hand corner of the screen and search for "Control Panel". It will appear at the top of the search results as the best match
In the Control Panel, select Network and Sharing Centre.
Note: If not all options show, select Network and Internet, and then Network and Sharing Centre.
Select Change adapter settings in the left-hand column.
Right-click on your active internet connection (this may be "Ethernet", "Wireless Network Connection" or "Local Area Connection" depending on how your computer is set up) and select Properties.
In the Networking tab, click once on Internet Protocol (TCP/IP) to highlight it, and then click Properties.
Select Use the following DNS server addresses and then enter the following:
Preferred DNS server: 203.0.178.191
Alternate DNS server: 203.215.29.191
Click OK to finish.

Set DNS server in macOS

On the desktop, click the Apple icon in the top right-hand corner and select System Preferences from the drop-down menu.
Select Network.
Select your Connected (Ethernet or Wi-Fi) connection from the left-hand column and then click Advanced.
Select the DNS tab and then click the plus (+) button in the lower left-hand corner of the window.
Type the following and then click OK to finish:
DNS server: 203.0.178.191

Resetting your computer’s Internet Protocol (TCP/IP) settings to default can solve some browsing issues, particularly if your default gateway address is shown as beginning with “169.254”.

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

TCP/IP Reset in Windows 10
TCP/IP Reset in Mac OSX or macOS

TCP/IP Reset in Windows 10

Click the Search icon (magnifying glass) in the bottom left-hand corner of the screen and type "cmd" into the search bar.
You'll see the Command Prompt app as the best match at the top of the list. Right-click on it and select Run as administrator. Depending on your computer settings, you may be asked to provide an administrator password before you can continue.
A black box with a flashing cursor will open; this is the Command Prompt. Type “netsh int ip reset” and then hit the Enter key on your keyboard.
Wait for the Command Prompt to run through the TCP/IP reset. Once it’s complete, you’ll need to restart your computer to finish.

TCP/IP Reset in Mac OSX or macOS

Click the Apple icon in the top right-hand corner and then select System Preferences from the drop-down menu.
Select Network.
Select your Connected internet connection (Ethernet or Wi-Fi) and then click Advanced.
Select the TCP/IP tab and then click Renew DHCP Lease.
Click OK to finish.

Every modem has a default gateway, which is a web page where you can log in and change your modem settings. You'll find the default gateway address on your modem's barcode sticker, but if it's not working, then these steps can help you find the default gateway or identify the issue.

Common default gateway addresses include 192.168.0.1, 192.168.1.1, 192.168.20.1, and 10.1.1.1.

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

Find the Default Gateway on Windows
Find the Default Gateway on macOS

Find the Default Gateway on Windows

Open the Command Prompt program. You’ll find this by typing “cmd” into the search bar in the Start menu. Command Prompt can also be found in Start menu > All Programs > Accessories folder.
A black box with a flashing cursor will open; this is the Command Prompt. Type “ipconfig” and then hit the Enter key on your keyboard.
Wait for the test to run. Depending on how your computer is connected to the modem, you should see a heading with information listed beneath it. Ignore those that say “Media Disconnected” - these are saved settings for adapters that aren't currently being used.
Underneath the heading, you’ll see the list item Default Gateway. The address next to this (numbers and full stops only) is your modem’s default gateway address.
IMPORTANT: If the default gateway shown begins with “169.254”, then your modem is failing to get a response from the DHCP server. You should reset your TCP/IP settings and if the issue persists, reset your network adapter.
On a computer or device that's connected to your modem via Ethernet or Wi-Fi, open your web browser.
Type the default gateway address into the address bar and then hit the Enter key on your keyboard.

e.g. Microsoft Edge

e.g. Firefox

e.g. Google Chrome
To log in, you can find the default username and/or password on your modem's barcode sticker. If you have custom login details, you'll need to use those instead.
If you’re unable to browse to the modem’s gateway address, you may need to troubleshoot a communication error between your computer and your modem.

Find the Default Gateway on macOS

On your desktop, click the Apple icon in the top left-hand corner and select System Preferences from the drop-down menu.
Select Network.
Select your Connected internet connection from the left-hand column. This may be the Ethernet section if you're connected via Ethernet cable, or the Wi-Fi section if you're connected via Wi-Fi.
Wi-Fi: Click Advanced in the bottom right-hand corner of the window, and then select the TCP/IP tab. You'll find the default gateway address listed next to Router.

Ethernet: You’ll find your modem’s default gateway address next to Router as shown below.
IMPORTANT: If the default gateway shown begins with “169.254”, then your modem is failing to get a response from the DHCP server. You should reset your TCP/IP settings and if the issue persists, restart Wi-Fi/Airport.
On a computer or device that's connected to your modem via Ethernet or Wi-Fi, open your web browser.
Type the default gateway address into the address bar and then hit the Enter key on your keyboard.

e.g. Firefox

e.g. Google Chrome

e.g. Safari
To log in, you can find the default username and/or password on your modem's barcode sticker. If you have custom login details, you'll need to use those instead.
If you’re unable to browse to the modem’s gateway address, you may need to troubleshoot a communication error between your computer and your modem.

A ping test uses your internet connection to send out some packets of data to a specific address. These packets are then sent back to your computer. The test records the amount the time it took for the packets to reach the address, and whether or not any packets were lost in the process.

If you use PingPlotter, it will run a ping test and a traceroute at the same time.

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

Common addresses to ping
PingPlotter on Windows
PingPlotter on macOS
PingPlotter on iOS (iPhone/iPad)
Ping test in Windows
Ping test in Mac OS X
Understanding ping test results

Successful ping tests
Failed ping tests

Common addresses to ping

Address to ping	What is it?	Why ping it?
iinet.net.au	iiNet’s web address	To check that DNS is working on your computer
203.0.178.191	One of iiNet’s DNS servers	To check that TCP/IP settings are working on your computer
127.0.0.1	A loopback test to your own computer	To check that there’s no issue with your computer’s network adapter or connection settings

PingPlotter on Windows

You don't need to buy a subscription, you can use the Free version.

Visit http://pingplotter.com/download to download and install the PingPlotter application.
After running through the installation, launch the application. Hit the + (plus) icon at the top of the page to open a New Trace tab.
Type iinet.net.au or another address you wish to ping/traceroute into the address bar and hit the Start button to begin the test.
Allow the test to run for at least a minute. Once the test results appear relatively stable, hit the Pause button.
Use the Print Screen (PrntScr) key on your keyboard to take a screenshot of the test results. You can use CTRL+V to paste this screenshot directly into an email to send to support@iinet.net.au.

Please be sure to include your username or account number plus any reference number you've been provided regarding your issue so we can make a note of the test results on your account and provide further assistance.

PingPlotter on macOS

You don't need to buy a subscription, you can use the Free version.

Visit http://pingplotter.com/download to download and install the PingPlotter application.
After running through the installation, launch the application.
Type iinet.net.au or another address you wish to ping/traceroute into the address bar at the top of the page, then hit the Start button to begin the test.
Allow the test to run for at least a minute. Once the test results appear relatively stable, hit the Pause button.
Use the Command+Shift+3 keys on your keyboard to take a screenshot of the test results. You can use Command+V to paste this screenshot directly into an email to send to support@iinet.net.au.

Please be sure to include your username or account number plus any reference number you've been provided regarding your issue so we can make a note of the test results on your account and provide further assistance.

PingPlotter on iOS (iPhone/iPad)

You don't need to buy a subscription, you can use the Free version.

Open the App Store and run a search for 'PingPlotter" to find, download and install the PingPlotter app.
Once the app has installed, open it and type iinet.net.au or another address you wish to ping/traceroute into the address bar at the top of the screen, then hit the Start button to begin the test.
Allow the test to run for at least a minute. Once the test results appear relatively stable, hit the Pause button.
Hit the Share icon and select Screenshot.
Select to share via Mail and address the email to support@iinet.net.au.

Please be sure to include your username or account number plus any reference number you've been provided regarding your issue so we can make a note of the test results on your account and provide further assistance.

Ping test in Windows

Open the Search panel using the magnifying glass icon in the task bar.
Search for "cmd" and then select the Command Prompt app from the search results.
In the Command Prompt window, type "ping" then hit the Space bar on your keyboard.
Type in the address you’d like to ping and then hit the Enter key on your keyboard.
Wait for the ping results.
To copy the results, highlight the text results and simply press the Enter key.
Note: For Windows 10, right-click in the Command Prompt window and select Mark to turn on the cursor. You can use the up/down arrow keys on your keyboard to move the cursor to the start of the text you want to copy.
The text is now copied. Open Word, Notepad or any other text editor or email program and use CTRL+V to paste the copied text.

Ping test in Mac OS X

On the home screen, open the Spotlight search tool and type “network utility” in the search bar. Double click the Network Utility app to open it.
You can also find this app at /System/Library/CoreServices/Applications.
Select the Ping tab and then type the address you’d like to ping in the text box. Click Ping and wait for the ping results.
To copy-paste results, simply click and drag the cursor to select the text you'd like to copy.
Either right-click on the highlighted text and select Copy, or use the COMMAND+C shortcut on your keyboard to copy your text.
The text is now copied. Open TextEdit or any other text editor or email program and use COMMAND+V to paste the copied text.

Understanding ping test results

Ping test results look similar in both Windows and Mac OS.

Successful ping tests

First you’ll see the replies for each packet sent in the ping test. A Windows ping test will typically send 4 packets; a Mac OS ping test may send more.
You’ll then see the statistics returns from the ping test. These results can be useful in advanced troubleshooting for latency issues, but the fact that the ping test returned results means that your computer is able to connect to that address.

Failed ping tests

If a ping test fails, you see error warnings similar to one of the following instead of the ping test results shown above:

Request timed out
Destination host unreachable
Transmit failed, error code #

If a ping test fails, you may need to troubleshoot your internet connection.

With certain browsing issues, you may be able to ping a DNS server, but not a web address. If this is the case, you should try manually setting your DNS server.

If there is already an active phone and/or internet service at your property address, then to get the line transferred from the previous owner, we will need you to send us an email with:

Your application number (this can be found in emails regarding your order); and

One Proof of Occupancy Document that meets the following criteria:

- The document must include your name or the name of a contact on your account;

- The document must include the same address as your internet order;

- The document may be:

A fixed utility bill (e.g. water, electricity, gas);
An insurance document (e.g. Business or Home & Contents);
A Certificate of Title of the land;
A Council Rates notice; or
A signed lease/rental agreement (this must include the lease start date).

Please email us at: proof@iinet.net.au

Once the Proof of Occupancy documents are accepted, your order will be lodged within 2 working days. We'll notify you when we have an update on your connection date.

Note: These documents are required to verify your entitlement to occupy the property. Without the requested documentation, we may be unable to connect your service or connection could be delayed.

Network congestion

Network congestion may occur between your modem and the exchange, or the exchange and the other networks that make up the internet.

When the network your service is using has congestion, your internet speeds are slowed down by many connections trying to use the network at the same time.

Modern networks are built to handle a high number of connections, but a drop in speed can still occur during peak hours of internet usage when almost every service on the network is being used. This typically happens in the evening - think of network congestion like the slow traffic on the freeway after 5PM when most people leave work.

Network congestion should only be temporary as it depends on the current usage of the entire network. If you find your internet is slow all the time, you may have speed issues.

International connections

Sometimes the congestion or "slow point" may not be within the Australian network. If you have speed issues only when viewing websites or playing online games which have servers based in another country, the problem may be occurring at one of the points on the way to/from the international destination. Servers can also undergo maintenance or suffer outages, which you can check on websites like Is It Down Right Now?

Running some ping tests to Australian web domains (e.g. australia.gov.au) and comparing the results with ping tests to foreign-based websites can help you identify if this is the case. You should always expect some difference in the results (international web traffic has further to go, after all) but if the differences are severe, running a traceroute may better indicate where the problem is occurring.

Local congestion

Local congestion may occur between your devices (e.g. computers, smartphones or tablets) and your modem.

When you have local congestion, your internet speeds are slowed down by many devices trying to use your internet at the same time. The slower speed is happening because your modem is having trouble getting all of the data from each device to go through your internet connection. This is known as data flow.

Think of your data flow like a pie – the more devices that are connected to your modem at the same time, the smaller each slice has to be to make sure each device gets some.

Realistically, if one device is doing something that demands a lot of data flow, like a large download or online gaming, it may take up more data flow than other devices. This also depends on the ability of the device. To keep it simple, just remember that a computer, laptop or gaming console has a higher capability for data flow than a smart phone or tablet.

How can I prevent local congestion?

On a typical broadband connection, we recommend that only 5 or less devices should be connected to your modem at one time. If you have more than this, you should be fine if some of those devices aren’t actively using the internet, or if they don’t need much data flow (e.g. normal browsing, or checking emails).

To take a device offline, simply turn it off.
Most laptops have a switch on them to turn their wireless connection on or off.
Smartphones and tablets usually have an option in their settings menu to turn wireless on or off.

If you’re concerned that some devices may be connected to your wireless when they shouldn’t be (i.e. a neighbour’s computer) you should change your wireless password.

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

Log in to Toolbox and select Bills & Payments. 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.
Select Invoices from the Actions menu. If you're on a mobile device and you don't see the Actions menu, click the grey bar labelled Billing & Payments actions to show it.
The first thing you’ll see is the current amount owing on your account and the date for your next payment, followed by any Outstanding Invoices.
You’ll also have a list of all of your Past invoices. These can be viewed in your web browser as either a Text Version, or a PDF file by clicking View Invoice (PDF).
When viewing a Text Version invoice in your browser, you can save a copy by highlighting the text with your mouse, right-clicking and selecting Copy. You can then Paste the copied text into a Word document or similar program to save it (however, PDF invoices are recommended).
When viewing a PDF invoice in your web browser, you can save a copy by hovering your mouse near the bottom of the browser window to bring up a panel of buttons and then select the Save icon.