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

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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.

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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.

This article will answer some general questions about White Pages listings for our different phone services, and explain how you can get them changed.

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

Home Phone (PSTN) services are listed in full by default, unless you have the enabled the optional feature Silent Number. Services with Silent Number are not listed.

Mobile and VoIP phone services are not listed by default. You can opt-in to having your number listed by following the advice below.

 

For Home Phone (PSTN/landline) listings in the White Pages, please call us on 13 22 58.

Please note that White Pages listings may not be possible for nbn Phone and FTTB Phone (VoIP) services.

Mobile and VoIP numbers are not listed in the White Pages by default.

To opt in or change your VoIP or Mobile listing, follow the steps below:

  1. Log in to Toolbox and select My Products from the top menu bar. If you've never logged into Toolbox before, please see An Introduction to Toolbox.
  2. For mobile phones, select Mobile. For a VoIP service, select Phone. If you have multiple mobile or VoIP services, make sure that the correct number is selected from the Product drop-down menu.
  3. Select Manage White Pages listing from the Actions menu. If you're on a mobile device and you don't see the Actions menu, click the grey bar labelled Phone/Mobile actions to show it.
  4. Click Change and then select the desired listing type (Not listed, Listed or Suppressed) from the drop-down menu. Please note that Suppressed listings may attract fees directly from White Pages.
  5. Click Review changes and then confirm your details before submitting the change. If there appears to be an error with the information in your listing, please call us on 13 22 58.

 

A Full listing will show the customers name, phone number and full address like the following example:

08 9123 4567
Finn Fakename
123 Fake Street
Perth 6000

A Suppressed listing will show only the suburb and not the full street address, such as the example below:

08 9123 4567
Finn Fakename
Perth 6000

Suppressed listings, like customised listings, may attract fees directly from Sensis. These fees vary - for more information, please contact White Pages.

 

New, updated or removed listings processed by iiNet or through Toolbox will take approximately 3 weeks to be changed in the online directory on whitepages.com.au.

New listings will be included in the next version of the printed White Pages. Listings must be supplied by the print closing date.

Closing dates for printed versions in your area can be found in the White Pages Print Listing FAQ.

 

When you relocate, we will automatically update your contact details. Please keep in mind in can take up to three weeks for the update to change on the White Pages website. In some instances you may not be able to retain the same phone number.

Here's what you need to know about iiNet SIM-Only Mobile plans.

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

Getting iiNet Mobile

Can I sign up for iiNet Mobile without having any other iiNet services?

Yes, you can! Our mobile plans are available to everyone.

 

  • An iiNet Mobile SIM
  • A mobile device that will work on an Australian mobile network and isn’t locked to a non-Vodafone provider (if you’re not sure if your device is locked, please check with the provider you purchased it from).

To use mobile data, your device must support the following frequencies:

  • 850MHz, 1800MHz and 2100MHz (for 4G)
  • 700MHz and 3600MHz (for 5G)

Note: iiNet switched off its 3G network on 15 December 2023.

 

Which SIM types are available?

The following options are available when you sign up for iiNet Mobile:

  • Physical SIM – Delivered to your address and triple-cut with Standard, Micro and Nano SIM sizes.
  • eSIM – Available for download and install on eSIM-compatible mobile devices.

Learn more about SIM types and how to request a replacement SIM here.

 

 

Check your location on our coverage map. It’s updated directly from our network wholesaler, Vodafone.

If 5G coverage is unavailable at your location, your device will default to the 4G network.

 

 

Yes, you can port your mobile number to iiNet. To make sure things go smoothly, be sure to supply the correct details about your existing mobile service:

  • For post-paid mobile services, you must supply the correct account number for your current mobile service. This can typically be found on an invoice from your current mobile provider.
  • For prepaid mobile services, you must supply the correct date of birth of the account holder for your current mobile service.

Do not cancel your current mobile service as it must stay active to receive a porting authorisation SMS.

 

iiNet Mobile billing

Is iiNet Mobile a prepaid service or a post-paid service?

iiNet Mobile is a prepaid service. Your monthly mobile plan fee is renewed automatically using your nominated payment details.

Excess charges are taken out of your optional prepaid balance, which you can top up at any time in Toolbox. If insufficient funds are in your prepaid balance, excess usage will be unavailable.

 

When do I get charged for my monthly mobile plan fee?

iiNet operates on a monthly billing cycle, billed in advance. Your billing cycle will begin when you activate your iiNet SIM, and you will be charged for the monthly plan renewal fee 7 days before your next billing cycle begins. For example:

  • 7 January - Mobile plan ordered and first payment made.
  • 9 January - Mobile SIM arrives and is activated. The billing cycle begins.
  • 2 February - Payment for the next billing cycle is taken.
  • 9 February - Next billing cycle begins.

 

What happens if I don't pay to renew my iiNet mobile plan?

If your payment fails, we'll send you an email and SMS to let you know so you can arrange payment. If your mobile plan renewal fee isn't paid, your mobile plan will be suspended on the date advised in our email/SMS.

If you pay the monthly plan renewal fee, your mobile service will be suspended within 1 business day after payment has cleared. We recommend credit card payment for the fastest resolution as Direct Debit payments can take up to 3 business days to clear.

Please note: If your mobile plan renewal fee remains unpaid for 30 days, your mobile plan will be disconnected. It may not be possible to recover your mobile number if you leave your service disconnected for a long time.

 

Can you suspend my mobile service while I'm on holiday?

No, we cannot suspend your service if you are going away. Charges for your mobile plan will continue as normal.

 

Managing and using your iiNet mobile service

You can monitor your usage by logging in to Toolbox using your iiNet username and password. You'll also receive usage notifications when you use 50%, 85% or 100% of your monthly data limit, or other monthly inclusions.

Data usage is recorded in increments of 1 kilobyte. Both uploads and downloads are counted towards your monthly data quota.

 

Once the included data allowance in your plan is used up, mobile data will be temporarily unavailable until the start of your next billing period.

You can choose to top up your prepaid balance in Toolbox to purchase an additional 2GB data block for $10.

Please note that any unused portion of a data block does not roll over to the next billing period.

 

You can change your iiNet Mobile plan at any time in your Toolbox for no additional fee.

Your plan change will occur at the start of your next billing period. This date is confirmed on-screen when you submit your request.

In the event that you submit a plan change request when your next billing period begins in 7 days or less, your plan will not change until the start of the following biling period. For example, if your next billing period begins on 1 January and you submit a plan change request on 29 December, your new plan will not commence until 1 February.

 

How do I manage my mobile service?

You can check your usage, change your plan, top up your prepaid balance, adjust your mobile settings, request your PUK code and more in Toolbox. Here's a quick overview of what you can do in our self-service customer portal:

How do I enable international roaming?

International Roaming is turned on by default on all iiNet Mobile services sold after 29 November 2023. For all services purchased before this date, please follow the steps below.

  1. Make sure that you read and understand the charges and rates applicable in your destination.

  2. Log in to Toolbox.

  3. Under the Mobile Service, select Settings

  4. Set the International Roaming ON/OFF switch to ON.

  5. Select Enable International Roaming.

  6. Once Pay As You Go International Roaming is enabled, you will receive an email and SMS. You can top up your mobile prepaid balance in Toolbox.

 

Is it possible to use premium services on iiNet Mobile?

No. Premium call/SMS services (e.g. 19/1900 numbers) are disabled on iiNet Mobile.

 

Tethering allows smartphones to act as a Wi-Fi hotspot for a computer or Wi-Fi device to access the internet using your mobile data. By default, all iiNet Mobile plans have this feature enabled, however, it may not work on some mobile devices.

iiNet does not recommend the use of tethering. If you choose to tether, be aware that the data used when tethering DOES count as part of your monthly mobile data allowance.

 

Your iiNet password is used to log in to your Toolbox or Webmail, and verify your identity. Each iiNet internet service and email address has its own password.

 

All iiNet passwords must:

  • Be at least 9 characters long
  • Have at least one uppercase and one lowercase letter
  • Have at least one number (i.e. 0 to 9)
  • Not be based on your account details (e.g. your username, name or birthday)
  • Not contain any spaces or tabs
  • Only contain letters, numbers or other standard characters.
  • Not be the same as previous password (when changing your password)

Other standard characters are:

` ~ ! @ # $ % ^ & * ( ) _ + - = { [ } ] \ | ; , . / : < > ?

Your password may not contain any other symbols.

Tips for better security:

  • Don’t use the passwords across multiple websites or companies, especially not passwords for banking/credit services. If this password is discovered then you are at risk of serious identity fraud and compromised accounts.
  • Avoid passwords that would be easy for anyone to guess, such as your name or business name.
  • Never reuse old passwords. Use a completely new password every time you change your passwords.
  • If you have trouble keeping track of your passwords, why not write them down and keep them somewhere safe, like the same place you keep your passport or birth certificate?

Forgotten passwords

If you've forgotten your password, try the advice in How to Reset a Forgotten Password. If you're still stuck, please give our friendly Support team a call on 13 22 58. They can get you back on track and you can write down your username and password for future reference.