Checking the status lights on your indoor nbn Connection Box (NCB) for nbn FTTP can be useful for troubleshooting.

You may need to check the Serial Number on your NCB to complete your order.

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

• Lifting the cover
• Location of Serial Number
• Status lights
• Are the lights behaving strangely?

Lifting the cover

nbn FTTP Connection Boxes may have a plastic cover. To open it, gently prise the bottom of the cover away from the two clips holding it in place at the bottom of the unit and then lift the cover upwards.

Once lifted, the Connection Box will be partially covered by casing, but you will still be able to see the status lights and access the ports as shown below.

 

Location of Serial Number

You'll see a barcode sticker on the right-hand side of the box. The number next to S/N is the Connection Box's Serial Number, as shown below.

 

Status lights

Light	State		Meaning
POWER	Off		No power supply. Please note that all other lights will be off if the Connection Box has no power.
	Red		Connection Box is operating on backup battery power from the Power Supply unit. If there's no power outage, try troubleshooting.
	Green		Connection Box has power. Sometimes the light may look more orange/yellow than green - this is fine.
OPTICAL	Off		Connection Box is disabled. Please call us on 1300 634 515 (8AM-8PM Mon-Fri, 9AM-6PM Sat-Sun AET) as we'll need to lodge a ticket with nbn®.
	Red		No connection to the network. Try troubleshooting.
	Green		Connected successfully to the network. This light will flash during data transfer.
ALARM	Off		Connection Box is working, but no devices are connected.
	Red		Issue detected. Try troubleshooting.
	Green		Connection Box is working with no issues detected.
UNI-D 1/2/3/4	Off		Nothing is plugged into this port. Only one UNI-D port is active for a single nbn service - typically port UNI-D1. If this port doesn't work and you don't know which port was activated for your service, please call us on 13 22 58 for a hand.
	Orange		A device capable of up to 1000Mbps is plugged in. This light will flash during data transfer.
	Green		A device capable of up to 10/100Mbps is plugged in. This light will flash during data transfer.
UNI-V 1/2	Off		There is no nbn Fibre Phone service, or it's not currently being used. Note: Fibre Phone is no longer sold as of 15 May 2024.
	Green		One or more nbn Fibre phones are off the hook (typically because they are being used).
	Flashing		One or more nbn Fibre phones have been off the hook for more than an hour. If no one is on a long phone call, check that your handsets are not engaged and have been returned to the hook or cradle.
UPDATE	Off		Normal, no action required.
	Red		Connection Box has failed to download an update. Please call us on 1300 634 515 (8AM-8PM Mon-Fri, 9AM-6PM Sat-Sun AET) as we'll need to lodge a ticket with nbn®.
	Green		Connection Box is currently downloading an update with no issues.

 

Are the lights behaving strangely?

If you're seeing some really unusual behaviour such as the lights for unused UNI-D ports lit or flashing despite having nothing connected, have there been recent lightning storms in your area?

If you suspect the Connection Box, its cabling or other nbn equipment have been affected by a lightning strike, please call us on 13 22 58.

When you move, we can help you relocate your iiNet services to your new address.

The benefits of moving with iiNet

When to contact us about moving house

Once you know the date(s) you’ll be moving out of your current address and into the new one, please lodge a relocation in Toolbox or call us on 1300 541 714.

It's best to get the ball rolling at least 2-3 weeks before your moving date.

Please note: Relocation work that requires a technician to visit your address cannot commence until you have the keys to your new property.

Relocation fees

Save money when you relocate your iiNet broadband

When you relocate your existing iiNet broadband service, you'll pay no contract break fees for your existing contract.

Relocations incur standard broadband activation fees, which vary according to the type of internet being connected at your new address:

^If you are moving to a newly developed nbn estate, nbn® may charge a New Development fee of $300.

Relocation timeframes

*Actual timeframes may differ based on external factors, technician availability and workload.
** If no infrastructure has been previously established at the new address, timeframes are subject to technician availability and installation requirements from our wholesaler. Non-standard installations may attract additional costs from our wholesaler - the technician will be able to quote these costs if applicable.

IMPORTANT: If a previous tenant/owner has left an active phone service at your new address, we may not legally proceed with your relocation until that active service has been cancelled or relocated, or you have supplied us with Proof of Occupancy documents. Learn more.

What should I do with my existing nbn® equipment?

• When you move, you should leave any nbn-branded equipment behind, including any power supply cords or other cabling.
• Once it’s been installed, nbn equipment must remain at that address - it won’t work at your new address.
• We’ll make sure you have everything you need at your new place. If any equipment is missing, we’ll help organise a replacement.

Keeping your phone number

You can keep your phone number in the vast majority of cases, except where:

• It's a landline number attached to a specific telephone exchange and you move to an address that’s serviced by a different telephone exchange
• You move to a different geographical call zone/area code, e.g. interstate.

We'll check if keeping your number is possible when you lodge your relocation.

Moving overseas permanently?

Sadly, we can't provide telecommunications services outside of Australia. Please see this advice on closing your account.

For temporary overseas trips, we can help determine if keeping your account active for the duration of your trip would be more convenient and cost-effective than closing your account and re-opening it upon your return.

A traceroute checks how data packets are sent to a specific address using your internet connection, taking note of each stop along the way. It's a good way to see the latency (delay) between different servers that make up the internet.

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

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

Data moves around the internet through ports. When a port is blocked, data can't move through it. There are certain ports that aren't necessary for everyday internet use, but they are commonly used for network attacks. Blocking these ports helps to protect our users from security threats.

Ports blocked by default

The following ports are blocked by default:

• Port 25 (SMTP) incoming/outgoing - except to iiNet email servers i.e. mail.iinet.net.au
• Port 80 (http) incoming
• Port 135 (netBIOS) incoming
• Port 139 (netBIOS) incoming
• Port 443 (https) incoming
• Port 445 (TCP/UDP) incoming

ULTRA Broadband Cable port blocking

Please note that port blocking for ULTRA Broadband Cable services CANNOT be disabled due to security reasons.

• Port 25 (SMTP) incoming/outgoing - except to iiNet email servers e.g. mail.iinet.net.au
• Port 53 (TCP/UDP) incoming
• Port 135 (netBIOS) incoming
• Port 137 (TCP/UDP) incoming
• Port 139 (netBIOS) incoming
• Port 389 (TCP/UDP) incoming
• Port 445 (TCP/UDP) incoming
• Port 593 (TCP/UDP) incoming

How to disable default port blocking

Some advanced users such as business customers or people running their own servers may need to disable the default port blocking so they can continue their day to day operations.

1. Log in to Toolbox.
2. Select your broadband service.
3. Select Settings, or Manage port blocking.
4. Set the Port blocking switch to OFF and then click Change settings to finish. If this button is not present in your Toolbox, changes will be saved automatically.
5. Your changes may take up to 15 minutes to take effect.

This Personal Credit Information Management Policy of applies to individuals serviced by the iiNet Group (including iiNet, Westnet, Internode, TransACT, and Adam Internet).

The personal information that we collect, disclose, hold and use in accordance with our Privacy Policy includes credit-related personal information about you (credit information). In this policy, we set out how your credit information is specifically managed by us.

The credit information we collect and hold

Credit information we collect and hold may include information that can verify your identity, your financial capacity (such as employment details), your payment history with us, the credit types, amounts and limits you’ve previously sought and/or obtained, information about overdue payments, default listings, serious credit infringements, payment arrangements, any previous credit assessments and publicly available information about your credit worthiness (such as a bankruptcy or any court judgement or orders against).

How we manage your credit information

Some of the credit information is collected by us from you, disclosed to us by our related bodies corporate, other credit providers or credit reporting bodies, or derived from information disclosed to us by credit reporting bodies.

We use your credit information to assess your credit worthiness as a customer.

We may disclose your credit information to our related bodies, service partners or providers (such as debt collection agencies) and corporate credit reporting bodies. For example, if you fail to meet your payment obligations with us or commit a serious credit infringement, we may be entitled to disclose this information to a credit reporting body, who may then include it in credit reports they provide to other credit providers. The credit reporting body that we use and to which we are likely to disclose such information, is:

illion Australia Pty Ltd (illion) and DBCC Pty Ltd, who may be contacted on:

• Phone: 13 23 33 or +61 3 9828 3200
• Website: www.illion.com.au

As set out in our Privacy Policy, we may disclose credit information to overseas recipients. For example, we may disclose such information to our call centres located in New Zealand, the Philippines and South Africa.

Access to your credit information

You may request access to and correction or deletion of your personal information, including your credit information by contacting our Privacy Officer, as set out in our Privacy Policy.

How to make a complaint

If you have any complaints about our management of your credit information, please contact our Privacy Officer, as set out in our Privacy Policy and your complaint will be managed in accordance with our Complaints Handling Policy.

Your other important rights

You may request a credit reporting body not to use credit reporting information they hold about you for the purposes of pre-screening of direct marketing by a credit provider.

If you reasonably believe that you have been, or are likely to be, a victim of fraud, you may request a credit reporting body not to use or disclose credit reporting information about you.

You may obtain without charge a copy of:

• This Credit Information Management Policy (or request it in hard copy) - Download print PDF
• Illion’s policy about its management of credit information.

Policy updates

The iiNet Group is continuously improving and enhancing our products and services to our clients and we may update this policy from time to time. Any changes to this policy will be updated on this page.

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

1. 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.
2. 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

3. Take your Statutory Declaration to be signed by a witness. A list of acceptable witnesses can be found on the Statutory Declaration form.
4. Sign and date your form in front of your witness and then have them sign their name and title.
5. 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.
6. 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:

1. 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.
2. Turn off both your device and your modem and leave them off for at least 60 seconds.
3. Turn your device and modem back on and allow them both to reboot.
4. Try to browse to your modem’s default gateway.
5. If possible, attempt to browse to your modem’s default gateway on a device connected to your modem via Ethernet, instead of Wi-Fi.
6. If devices can access your modem's default gateway via Ethernet but not Wi-Fi, please troubleshoot your Wi-Fi.
7. If possible, attempt to browse to your modem’s default gateway on a different device connected to your modem via Ethernet or Wi-Fi.
8. 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.
9. Windows users only: performing a winsock reset may resolve an issue with a wireless adapter.
10. 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:

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: