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.

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 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.

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.

 

  1. 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.
  2. 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.
  3. 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.
  4. 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).
  5. 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). 
    Toolbox invoice
  6. 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. 
    Download invoice

 

Here's a rundown of the different types of Account Contacts that can be on your iiNet account.

As the account holder, you can add an Account Contact to be authorised to access or change your account.

If you need to contact us, see Contact Us on our website.

 

Each Billing contact is an “account holder”. Some Billing contacts may be labelled "Secondary contacts" in our billing system but they have the same authority.

Billing contacts can:

  • Add new contacts to an account
  • Edit existing account contacts
  • Add, change, or relocate any non-telephony services on the account
  • Cancel services* or close an account
  • Lodge service faults**
  • Access invoices and other billing/payment information
  • Change payment details
  • Request to link accounts that have the same account holder (full name and date of birth must match

Billing contacts can't:

  • *Add, change, cancel or relocate any phone services unless they're also listed as a Phone contact.
  • **Lodge phone faults unless they're also listed as a Phone contact.

 

The Phone contact (aka Legal Lessee) has authority over all phone services on the account.

A Phone contact can:

  • Add a new phone service to the account
  • Make changes to phone services*
  • Cancel or relocate phone services
  • Lodge phone faults

A Phone contact can't:

  • Add, change, cancel or relocate any non-phone services on the account like nbn unless they're also listed as a Billing contact.
  • Lodge non-phone faults unless they're also listed as a Billing contact.
  • *Change a phone service in a way that will increase the plan fee or incur a one-off charge, unless they're also listed as a Billing contact.

If the Phone contact and Billing contact are two different people, we'll need authorisation from both people. If the other contact isn't with you when you call us, we can conference call them using the contact number listed on the account.

 

Technical contacts can make technical changes to the account without having access to billing information.

Technical contacts can:

  • Troubleshoot a service with our Support Team
  • Lodge a service fault (provided a Billing contact has accepted responsibility for a possible Incorrect Callout Fee)

Technical contacts can't:

  • Access billing information or service passwords
  • Change account details
  • Add, change, cancel or relocate any services

 

User contacts are the same as Technical contacts, except they can't lodge any service faults.

 

See Updating your contact details in Toolbox.

If adding a new contact is not available in your Toolbox, or you need to edit a Phone contact (Change of Lessee) please call us on 13 22 58.

 

If you need to take control of an account via Power of Attorney or any scenario where the account holder can't be reached, please call us on 13 22 58.

Here's what you need to know about the different types of SIMs available for iiNet Mobile, and how to order a replacement SIM.

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

Lost or stolen phones

If your mobile device has been lost or stolen, please call us on 13 22 58 for assistance.

 

Ordering a replacement SIM

If you have a new handset that needs a new SIM, you have the following options:

  • Physical SIM - Call us on 13 22 58 to order a new physical SIM for $10 (price includes delivery).
     
  • eSIM - If you have an eSIM compatible device then you can log in to Toolbox and select eSIM Swap to order a new eSIM. No fees apply. Learn more.

 

When a physical SIM is ordered, we supply a triple-cut SIM with all three SIM sizes:

  • Standard SIM (15 x 25mm)
  • Micro SIM (12 x 15mm)
  • Nano SIM (8.8 x 12.3mm)

Simply pop out the size you need.

Triple cut SIM card

 

 

Here's what you need to know about iiNet usernames.

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

What is an iiNet username?

Your iiNet username helps us identify your iiNet service. You also use it to log into Toolbox.

Usernames are 8-15 characters long, lower case and must contain at least one letter.

Older iiNet usernames may include a domain name, e.g. "example123@iinet.net.au". You don't need to include the "@iinet.net.au" part unless specifically advised by our Support Team.

iiNet usernames can't be changed.

 

Your iiNet username will be included in any emails and/or SMS we send you about your iiNet service, and on your iiNet invoices.

 

If you can't access your account due to a forgotten username or password, or you need to take over an account via Power of Attorney, please call us on 13 22 58. 

Mail

Synchronising your webmail contacts and appointments to Microsoft Outlook

You can connect to Atmail's Contacts and CalDAV-based calendar server from Microsoft Outlook by using the provided DavSync utility. All you need is the webmail server's network address and your authentication credentials.

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

  1. Download the Davync for Outlook Add-in the installer to your personal desktop computer. Before installing, exit Outlook, then run the installation for Atmail Sync. Screenshoots are taken from Outlook 2010 - Outlook 2007 may differ slightly.
  2. Complete the Installer by following the on screen prompts
  3. On the first run of Outlook with the DavSync Add-in installed, you will be need to set the configuration options before DavSync will function  

     

    Websync 2
  1. Enter the details of your webmail account (user/domain/server url) and click OK.  

     

    Websync

This will test your entered settings for any problems and alert you to anything that requires your attention.

  1. You can access this pane at anytime to change settings by going to Atmail -> Options.
  • On your first successful configuration test the plugin will prompt you to do a first time synchronization. Depending on how much data you have this process may take sometime. Subsequent syncs will be quicker as only changes are sent between the client and server.  

     

    Websync 1

Simply select the types of object you would like to sync in the DavSync Options pane.

The Sync button will download all server items, updating Outlook to your Atmail Server

 

Websync 2
  • Your Atmail contacts will be placed in an Atmail folder found inside your main contacts. You calendar items will be placed in an Atmail child calendar, with each calendar available in Atmail presented as a separate calendar.
  • The Atmail sync utility is designed to ONLY synchronize items contained within the 'Atmail' contact folder and 'Atmail' calendar subfolders. The utility will not conflict or change any other folders or items in Outlook.
  • The example given below contains two calendars; 'Private' and 'Work'. These folders can be accessed via Folder, Contacts or Calendar view. In Calendar view, ensure that the calendars you wish to view are selected and enabled by setting its checkbox. Any new calendars created through the webmail interface will only be available once a sync has been completed in Outlook.  

     

    Websync 3
  • To upload a change to the Atmail server, simple edit the event or contact item and click Save & Close after you have finished editing.  

     

    Websync 4

You can also optionally enable Auto Synchronization which will watch and transfer objects from the Atmail server every 10 minutes.

To make the Atmail contacts available in your email composer please follow these steps:

  1. Right click on the Atmail contacts folder and select Properties  

     

    Websync 5
  1. Ensure that the Atmail Contact folder is available for outlook address book requests. Go to the Outlook Address Book tab and ensure that Show this folder as an e-mail Address Book is enabled.  

     

    Websync 6
  1. Click the Address Book button.  

     

    Websync 10
  1. From the Address Book window, select Tools > Options  

     

    Websync 8
  1. Ensure that a custom search order has been specified as below with Atmail at the top (first)  

     

    Websync 9

Your Webmail contacts will now be accessible by the default Address Book dialog.

Data synchronisation available
The Outlook WebSync utility can sync the following data

  • Contacts
  • Calendar events
  • Tasks

The data synchronised is made available via the Webmail interface, allowing you to keep Outlook and Webmail in sync. Any new data created in either Outlook or the Webmail interface are synchronised together.

Back to Webmail User Guide

This information is not relevant to Liimitless data services.

If you use up all your data, purchasing a Data Pack will remove speed shaping until that additional data has also been used up, or the next billing period begins. Data Packs do not roll over to the next billing month if the data isn't used up.

 

Data Packs may be purchased for the following plans (both Residential and Business):

  • Grandfathered Off-net ADSL2+
  • Current & Grandfathered nbn Fibre (FTTB/FTTN/FTTP/FTTC & HFC) & nbn Fixed Wireless
  • Current & Grandfathered OptiComm and Places Victoria Fibre to the Home (FTTH)
  • Current & Grandfathered iiNet VDSL2
  • Current & Grandfathered iiNet Cable (HFC)
  • 5G Home Broadband
  • Home Wireless Broadband
  • Mobile Broadband and Mobile Voice
  • SHDSL
  • nbn Satellite
  • South Brisbane Fibre customers
  • Corporate Fibre Business services

 

  • 10GB for $10
  • 20GB for $15
  • 50GB for $30
  • 100GB for $50
  • 200GB for $80

 

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

  1. Log in to Toolbox.
  2. Click Add a data pack in the Broadband panel on your dashboard.
  3. Alternatively, you can select My Products. 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.
  4. Select Broadband.
  5. If you have more than one internet service, make sure the right username is selected from the Product drop-down menu.
  6. Select Purchase a data pack 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.
  7. Select the type of quota you wish to apply the Data Pack to (anytime, peak or off-peak depending on your broadband plan).
  8. You'll see a list of available Data Packs. Select the Data Pack you want by clicking on it. Please note that you can't buy a Data Pack large enough to put your usage in the negative (e.g. if your usage is 44GB, you won't see a 50GB Data Pack available).
  9. Click Purchase data pack to finish. The charge for your data pack will appear on your next invoice.
  10. Once your data pack has been purchased, your usage should be reduced and your broadband speed should be unshaped within one hour. If you're still experiencing shaped speeds after this time, please try restarting your modem.

As of 22 January 2025, Fetch services are no longer available from iiNet. Learn more.

You can also watch Fetch setup videos on the Fetch website.

Fetch Mini G5 (Current)

Fetch Mighty (Current)

Fetch 3.30 UI Guide

Fetch Mini 4K

Fetch Mini

Fetch User Interface Guide

Fetch Multiroom

iiNet's X account is @iiNet.

If you ask us about your iiNet account or services on X (formerly Twitter), we may ask you for more details so we can help you. These requests will come from our verified @iiNet account.

Accounts other than the @iiNet account are entirely the opinion of the author and not representative of iiNet's position or beliefs. You should only ask the verified @iiNet account about your iiNet account or services.

For detailed queries, we recommend calling or emailing one of our customer service centers. If you need to make a complaint, please see our Complaint Handling Policy.

We keep a copy of your interactions with us on social media, as explained in our privacy statement.

A VoIP service is compromised when a third party obtains your VoIP phone number and password. Compromised VoIP services are commonly used for phone fraud, where the VoIP service is used to make calls to expensive international destinations. The calls may be made using a machine to make as many calls as possible.

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

What happens if a VoIP service is compromised

  • The call history of your VoIP service is monitored, but there can be up to a 48 hour delay between calls made and calls being recorded on our systems.
  • If our systems detect call activity that resembles a compromised account (e.g. multiple consecutive calls to a high risk international number) then your VoIP service will be suspended.
  • If this occurs, an email and SMS advising of the suspension will be sent to the contact details listed on your account.
  • A member of the iiNet Support Team will attempt to contact you within 48 hours to assist you in securing your account again, or you may call us on 13 22 58.

 

What to do if your VoIP service is compromised

  • Run an antivirus and anti-malware scan on your computer and remove any infections found. If your computer is severely infected and you have difficulty using it, you may need the assistance of a computer technician to get it working again.
     
  • Secure your modem settings:
    - Make sure any Remote Management/Remote Connect functions in your modem settings are disabled;
    - Change your modem settings login password;
    - Change your modem's Wi-Fi password.

    Instructions on how to do this on iiNet modems can be found in the appendix of this guide. If you use a third-party modem, please visit the manufacturer's website for support information.
     
  • Change the password for your email address(es).
     
  • Once all of these security measures have been taken, you may request that your VoIP service be unsuspended (this may take up to 2 business days to process). As always, you are accepting the risk that failure to keep your home network secure may lead to further exploitation of your services and you are liable for any charges resulting from a security breach outside of the iiNet network.
     
  • Remember - the integrity of your network is your responsibility. iiNet cannot ensure that your network and the devices attached to it are secured - we may only be able to secure iiNet provided hardware. Only request that your VoIP service is unsuspended once you know that the problem has been detected and resolved.

 

Tips for better account security

  • Regularly scan your computer for viruses and malware.
  • Make sure your modem and Wi-Fi has a secure password, and don’t share the passwords with anyone you don’t want to have access to your network.
    Check out iiNet Modem Resources for guides on how to change the modem password or Wi-Fi password on your iiNet modem. If you don't have an iiNet modem, check the manufacturer's website for a guide.
  • Never share your passwords over email, instant messengers or social media. If you need to record any password, write it down on a piece of paper and keep it somewhere safe.
  • Never enable remote management on your modem without setting it to a static IP address of a secure computer that is also owned by you. If you don’t set a static IP address for remote management, then any computer can access your modem remotely and potentially compromise your services.
  • Make sure that your modem is running the latest version of its firmware.