Here's what you need to know about Voice over LTE (VoLTE), a feature that lets you make calls over the 4G network with a compatible phone. You can continue using 4G mobile data while making and receiving VoLTE calls.

 

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

This article lists the phone numbers that iiNet gives to customers so they can call us.

 

Using the Find tool in your web browser can help you find a specific phone number on this page:

• On Windows desktop, use CTRL + F on your keyboard to open the Find tool.
• On Mac desktop, use Command + F on your keyboard to open the Find tool.
• On Android mobile, tap More options (the three dots in the top right) then Find in page.
• On iOS mobile, tap Share (the square icon with the upwards arrow at the bottom of the screen) then Find on page.

 

Phone numbers for you to call us

The following phone numbers are well known from our Contact us page:

• 13 19 17
• 13 22 58
• 13 86 89
• 1300 378 638
• 1300 634 515
• +61 8 9214 2222

 

You may receive an email or SMS asking you to call us on a different phone number. These unique numbers help you get through to the right team in our call centre to help you with a specific issue:

• 13 56 99
• 1300 002 004
• 1300 066 305
• 1300 093 449
• 1300 094 761
• 1300 130 714
• 1300 281 542
• 1300 301 519
• 1300 304 263
• 1300 305 522
• 1300 307 257
• 1300 308 407
• 1300 362 835
• 1300 367 429
• 1300 368 110
• 1300 368 910
• 1300 369 457
• 1300 395 526
• 1300 477 317
• 1300 499 790
• 1300 521 757
• 1300 530 224
• 1300 541 714
• 1300 553 496
• 1300 554 019
• 1300 554 713
• 1300 554 918
• 1300 558 695
• 1300 634 515
• 1300 634 795
• 1300 701 006
• 1300 704 371
• 1300 704 794
• 1300 704 984
• 1300 712 534
• 1300 712 583
• 1300 712 761
• 1300 712 930
• 1300 718 031
• 1300 718 092
• 1300 718 367
• 1300 784 708
• 1300 795 471
• 1300 796 025
• 1300 796 137
• 1300 796 493
• 1300 849 926
• 1300 858 965
• 1300 860 925
• 1300 861 036
• 1300 880 598
• 1300 992 863
• 1300 993 571
• 1300 993 572
• 1300 993 574
• 1300 993 578

From 18 April 2025, if you want to transfer your nbn service to another provider, you’ll need your nbn AVC ID.

An nbn AVC ID is a unique 15-character ID number that identifies your nbn service, e.g. “AVC123456789000”.

nbn AVC IDs are required by the Australian Consumer and Media Authority (ACMA) to help regulate nbn service transfers, making them more accurate and secure.

 

You’ll find your nbn service ID in at least one of these places:

• On your invoice/bill
• In your nbn provider’s customer web portal or app
• Through a web chat with your nbn provider

 

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

A factory reset is a last resort to fix a problem with your modem settings, or if you can't remember the modem password. You'll lose all your custom settings including any custom Wi-Fi name and password, so be ready to set up your modem again afterwards.

Don't have an iiNet modem? Check the manufacturer's website for a guide.

 

Choose your modem

Picture	Modem
	NetComm NL20 Modem
	Wi-Fi Max Modem
	Wi-Fi Max 5G Modem
	Nokia FastMile 3.2 5G Modem
	Smart Modem Gateway (VX420-G2H)
	VX220-G2V Modem
	VX420-G2V Modem
	Sagemcom 5866 5G Modem
	Nokia FastMile R1 5G Modem
	TP-Link VR1600v
	Cable Gateway Pro (CG3000)
	Cable Gateway Pro (CG2200)
	Cable Gateway Pro (EPC3940L)
	Modem not listed here? Check for a user manual on Older Modem Guides

 

NetComm NL20 Modem

Via device settings (Recommended)

1. Open your web browser and go to: http://192.168.1.1.
   Can't log in? Factory reset with the reset button instead. 
2. Log in with the Username and Password found on the modem's barcode sticker or use your custom password.
   
3. In the left pane, click Advanced.
4. Under System, select Configurations for the Settings page to open.
   
5. Select the Factory Reset radio button and click Restore Default Settings.  
   
   If you want to keep custom Wi-Fi and Login details, you can click Semi-Reset.
   
6. A confirmation popup will appear, click Yes to restore the factory settings.
7. Wait for the factory reset to complete. Your modem will reboot. 
8. Set up your modem again by following its setup guide.
9. We recommend that you restart any computers or Wi-Fi devices before trying to get online.

 

Using the Reset button

• This method is not recommended unless you are unable to view or log in to your device settings at 192.168.1.1.
• While your modem is turned on, find the RESET button on the back and use a pen or paperclip to hold it for 10 seconds, then release.
  
• After about 20 seconds, all the lights except for the power light will turn off.
• Wait for the factory reset to complete. Your modem will reboot.
• Set up your modem again by following its setup guide.
• We recommend that you restart any computers or Wi-Fi devices before trying to get online.

 

Wi-Fi Max Modem

Via device settings (Recommended)

• Open your web browser and go to: http://192.168.1.1
  
  Can't log in? Factory reset with the reset button instead.
• Log in with the Login Password found on the modem's barcode sticker or use your custom password.
  
• In the left pane, click Administration.
• Select Backup/Restore Setting.
• Under "Restore to Factory Defaults", click Restore to Factory Defaults.
  
• Wait for the factory reset to complete. Your modem will reboot.
• Set up your modem again by following its setup guide.
• We recommend that you restart any computers or Wi-Fi devices before trying to get online.

 

Using the Reset button

1. This method is not recommended unless you are unable to view or log in to your device settings at 192.168.1.1.
2. While your modem is turned on, find the Reset button on the back and use a pen or paperclip to hold it for at least 10 seconds, then release.  
    
   The front LED will start flashing when the factory reset has started.
   
3. Wait for the factory reset to complete. Your modem will reboot.
4. Set up your modem again by following its setup guide.
5. We recommend that you restart any computers or Wi-Fi devices before trying to get online.

 

Wi-Fi Max 5G Modem

Via device settings (Recommended)

1.  Open your web browser and go to: http://192.168.1.1
   
   Can't log in? Factory reset with the reset button instead.
2. Log in with the Login Password found on the modem's barcode sticker or use your custom password.
   
3. In the left pane, click Administration.
4. Select Backup/Restore Settings.
5. Under "Restore to Factory Defaults", click Restore to Factory Defaults.
   
6. Wait for the factory reset to complete. Your modem will reboot.
7. Set up your modem again by following its setup guide.
8. We recommend that you restart any computers or Wi-Fi devices before trying to get online.

 

Using the Reset button

1. This method is not recommended unless you are unable to view or log in to your device settings at 192.168.1.1.
2. While your modem is turned on, find the Reset button on the back and use a pen or paperclip to hold it for at least 10 seconds, then release.
    
   The front LED will start flashing when the factory reset has started.
   
3. Wait for the factory reset to complete. Your modem will reboot.
4. Set up your modem again by following its setup guide.
5. We recommend that you restart any computers or Wi-Fi devices before trying to get online.

 

Nokia FastMile 3.2 5G Modem

Via device settings (Recommended)

1. Open your web browser and go to 192.168.1.1. If you’re connected to the FastMile 5G modem, the page overview will load.
2. In the left-hand column, select System, then General. 
3. Log in with the Username and Password found on the modem's barcode sticker or use your custom password. 
   
   Can't log in? Factory reset with the reset button instead.
   
4. Click Reset. A pop-up will ask you to confirm your decision. Click Yes.
   
5. Wait for the factory reset to complete. Your modem will reboot.
6. Set up your modem again by following its setup guide.
7. We recommend that you restart any computers or Wi-Fi devices before trying to get online.

 

Using the RESET button

1. This method is not recommended unless you are unable to view or log in to your device settings at 192.168.1.1.
2. While your modem is turned on, find the RESET button on the base and use a pen or paperclip to hold it for 10-12 seconds, then release. 
   
3. Wait for the factory reset to complete. Your modem will reboot. The centre modem light will turn white before flashing red.
4. Set up your modem again by following its setup guide.
5. We recommend that you restart any computers or Wi-Fi devices before trying to get online.

 

Smart Modem Gateway (VX420-G2H)

Via modem settings (Recommended)

1. Open your web browser and go to http://192.168.1.1
2. Log in with the default password "admin". If you have changed your password from the default, use your custom password instead.
   
   Can't log in? Factory reset with the reset button instead.
3. Select Advanced.
4. In the left-hand column, select System Tools, then Reboot Schedule.
5. Under "Factory Default Restore", click Factory Restore. A pop-up will ask you to confirm your decision. Click Yes.
    
   
   
    
6. Wait for the factory reset to complete. Your modem will reboot.
7. Set up your modem again by following the instructions in its setup guide.
8. We recommend that you restart any computers or Wi-Fi devices before trying to get online.

 

Using the RESET button

1. This method is not recommended unless you are unable to view or log in to your modem settings at http://192.168.1.1
2. While the modem is turned on, find the RESET button on the back and use a pen or paper clip to hold it down for 5 seconds, then release.
   
3. Wait for the modem to finish rebooting; this may take several minutes.
4. Set up your modem again by following the instructions in its setup guide.
5. We recommend that you restart any computers or Wi-Fi devices before trying to get online.

 

VX220-G2V Modem

Via modem settings (Recommended)

1. On a device that’s connected to your modem via Ethernet or Wi-Fi, open your web browser and go to http://192.168.1.1
2. Log in with the unique Default Password found on your modem's barcode sticker, or use your custom password. 
   
   Can't log in? Factory reset with the reset button instead.
   
3. Click Advanced.
4. In the left-hand column, select System Tools, then Reboot Schedule.
5. Under "Factory Default Restore", click Factory Restore. A pop-up will ask you to confirm your decision. Click Yes. 
   
6. Wait for the factory reset to complete. Your modem will reboot.
7. Set up your modem again by following its setup guide.
8. We recommend that you restart any computers or Wi-Fi devices before trying to get online.

 

Using the RESET button

1. This method is not recommended unless you are unable to view or log in to your modem settings at http://192.168.1.1.
2. While the modem is turned on, find the RESET button on the side and use a pen or paperclip to hold it for 10 seconds, then release.
   
3. Wait for the factory reset to complete. Your modem will reboot.
4. Set up your modem again by following its setup guide.
5. We recommend that you restart any computers or Wi-Fi devices before trying to get online.

 

VX420-G2V Modem

Via modem settings (Recommended)

1. Open your web browser and go to http://192.168.1.1
2. Log in with the default password "admin". If you have changed your password from the default, use your custom password instead.
   
   Can't log in? Factory reset with the reset button instead.
3. Click Advanced.
4. In the left-hand column, select System Tools, then Reboot Schedule.
5. Under "Factory Default Restore", click Factory Restore. A pop-up will ask you to confirm your decision. Click Yes. 
   
6. Wait for the factory reset to complete. Your modem will reboot.
7. Set up your modem again by following its setup guide.
8. We recommend that you restart any computers or Wi-Fi devices before trying to get online.

 

Using the RESET button

1. This method is not recommended unless you are unable to view or log in to your modem settings at http://192.168.1.1.
2. While the modem is turned on, find the RESET button on the back and use a pen or paperclip to hold it for 10 seconds, then release.
   
3. Wait for the factory reset to complete. Your modem will reboot.
4. Set up your modem again by following its setup guide.
5. We recommend that you restart any computers or Wi-Fi devices before trying to get online.

 

Sagemcom 5866 5G Modem

Via modem settings (Recommended)

1. On a device that’s connected to your modem via Ethernet or Wi-Fi, open your web browser and go to http://192.168.1.1
2. Log in with the default username “admin” and the default password listed as Web login on your modem's barcode sticker. If you have custom login details, use those instead.
   
   Can't log in? Factory reset with the reset button instead.
   
3. Select My Sagemcom Box.
4. Select Maintenance.
5. On the "Resets" page, you have two options:
   
   A) Select Semi-reset to reset everything except custom Wi-Fi settings; OR
   B) Select Reset for a full factory reset.
   
6. Wait for the factory reset to complete. Your modem will reboot.
7. Set up your modem again by following its setup guide.
8. If a full factory reset was done, we recommend that you restart any computers or Wi-Fi devices before trying to get online.

 

Using the RESET button

1. This method is not recommended unless you are unable to view or log in to your modem settings at http://192.168.1.1
2. While the modem is turned on, find the RESET button on the back and use a pen or paperclip to hold it for 5-8 seconds, then release.
    
   Note: You may need to unplug any Ethernet cable in the 2.5GLAN port to reach the RESET button.
   
3. Wait for the factory reset to complete. Your modem will reboot.
4. Set up your modem again by following its setup guide.
5. We recommend that you restart any computers or Wi-Fi devices before trying to get online.

 

Nokia FastMile 5G Modem

Via modem settings (Recommended)

1. Open your web browser and go to http://192.168.1.254
2. Log in with the default Username “userAdmin” and the default Password on your modem's barcode sticker. If you have custom login details, use those instead.
    
   Can't log in? Factory reset with the reset button instead.
   
3. Select Maintenance.
4. Select Factory Default, then hit the FACTORY DEFAULT button.
   
5. Select Ok to confirm.
6. Wait for the factory reset to complete. Your modem will reboot.
7. Set up your modem again by following its setup guide.
8. If a full factory reset was done, we recommend that you restart any computers or Wi-Fi devices before trying to get online.

 

Using the RESET button

1. This method is not recommended unless you are unable to view or log in to your modem settings at http://192.168.1.254.
2. While the modem is turned on, find the RESET button on the back and use a pen or paperclip to hold it for 10 seconds, then release.
   
3. Wait for the factory reset to complete. Your modem will reboot.
4. Set up your modem again by following its setup guide.
5. We recommend that you restart any computers or Wi-Fi devices before trying to get online.

 

TP-Link VR1600v

Via modem settings (Recommended)

1. Open your web browser and go to http://192.168.1.1
2. Log in with the default username and password, which are both "admin". If you have changed your username/password from the defaults, use your custom login details instead.
   
   Can't log in? Factory reset with the reset button instead.
3. Click Advanced.
4. In the left-hand column, select System Tools, then Reboot.
5. Under "Factory Default Restore", click Factory Restore. A pop-up will ask you to confirm your decision. Click Yes.
   
6. Wait for the factory reset to complete. Your modem will reboot.
7. Set up your modem again by following its setup guide.
8. We recommend that you restart any computers or Wi-Fi devices before trying to get online.

 

Using the RESET button

1. This method is not recommended unless you are unable to view or log in to your modem settings at http://192.168.1.1.
2. While the modem is turned on, find the Reset button on the back and use a pen or paperclip to hold it for 6-8 seconds, then release.
    
   
3. Wait for the factory reset to complete. Your modem will reboot.
4. Set up your modem again by following its setup guide.
5. We recommend that you restart any computers or Wi-Fi devices before trying to get online.

 

Cable Gateway Pro (CG3000)

Via modem settings (Recommended)

1. Open your web browser and go to http://192.168.0.1
2. Log in with the username "admin" and the default Password found on your modem's barcode sticker, or use your custom password.
   
   Can't log in? Factory reset with the reset button instead.
   
3. Select Management.
4. Select Restore Default Settings, then confirm. 
   
5. Wait for the factory reset to complete. Your modem will reboot.
6. Set up your modem again by following its setup guide.
7. We recommend that you restart any computers or Wi-Fi devices before trying to get online.

 

Using the RESET button

1. This method is not recommended unless you are unable to view or log in to your modem settings at http://192.168.0.1
2. While the modem is turned on, find the RESET button on the back and use a pen or paperclip to hold it for 5-6 seconds, then release.
   
3. Wait for the factory reset to complete. Your modem will reboot.
4. Set up your modem again by following its setup guide.
5. We recommend that you restart any computers or Wi-Fi devices before trying to get online.

 

Cable Gateway Pro (CG2200)

Via modem settings (Recommended)

1. Open your web browser and go to http://192.168.0.1
2. Log in with the default username, "admin" and default password, "admin". If these defaults don't work for you, try leaving both fields blank.
   
   If you have changed the username and/or password from the default, use your custom login details instead.
   
   Can't log in? Factory reset with the reset button instead.
3. Select Management in the top menu bar.
4. Select Security.
5. Set Restore Factory Defaults to Yes, then click Apply.
    
   
   
    
6. A popup message will appear; select OK to continue.
7. Wait for the factory reset to complete. Your modem will reboot.
8. Set up your modem again by following its setup guide.
9. We recommend that you restart any computers or Wi-Fi devices before trying to get online.

 

Using the RESET button

1. This method is not recommended unless you are unable to view or log in to your modem settings at http://192.168.0.1
2. While the modem is turned on, find the reset button on the back and use a pen or paperclip to hold it for 6-8 seconds, then release.
    
   
3. Wait for the factory reset to complete. Your modem will reboot.
4. Set up your modem again by following its setup guide.
5. We recommend that you restart any computers or Wi-Fi devices before trying to get online.

 

Cable Gateway Pro (EPC3940L)

Via modem settings (Recommended)

1. Open your web browser and go to http://192.168.0.1
2. Log in with the default username, "admin" and default password, "password". If these defaults don't work for you, try leaving both fields blank.
    
   If you have changed the username and/or password from the default, use your custom login details instead.
   
   Can't log in? Factory reset with the reset button instead.
3. Select Advanced from the top menu bar.
    
   
   
    
4. Select Administration > Backup/Restore Settings.
    
   
   
    
5. Select Erase Settings. A popup message will appear; select Erase Settings again to continue.
    
   
   
    
6. Wait for the factory reset to complete. Your modem will reboot.
7. You'll see a message saying "The device has been reset...RELOAD". Click RELOAD to return to the modem login stream.
8. Set up your modem again by following its setup guide.
9. We recommend that you restart any computers or Wi-Fi devices before trying to get online.

 

Using the RESET button

1. This method is not recommended unless you are unable to view or log in to your modem settings at http://192.168.0.1
2. While the modem is turned on, find the reset button on the back and use a pen or paperclip to hold it for 6-8 seconds, then release.
   
3. You'll see a message saying "The device has been reset...RELOAD". Click RELOAD to return to the modem login stream.
4. Set up your modem again by following its setup guide.
5. We recommend that you restart any computers or Wi-Fi devices before trying to get online.

 

Here's some information about the iiNet modem you'll get with your order.

The modem shipped under this offer may change without notice based on stock levels and other factors, but it will always work with your iiNet service.

 

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

These guides will help you set up and use your iiNet modem. You can find the name of your modem on its barcode sticker.

Don't have an iiNet modem? Check out our BYO Modem Setup Guides.

iiNet modems are not locked to iiNet as a service provider and can be used with any compatible internet service.

 

Choose your modem

Picture	Modem
	NetComm NL20 Modem
	Wi-Fi Max Modem (HWG2025)
	Wi-Fi Max 5G Modem (5FWA2025)
	VX420-G2V Modem
	Smart Modem Gateway (VX420-G2H)
	Nokia FastMile 3.2 5G Modem
	Sagemcom 5866 5G Modem
	VX220-G2V Modem
	Modem not listed here? See Older modems.

 

NetComm NL20 Modem

• Set up Home Wireless Broadband

 

More guides

• Change Wi-Fi password
• Change modem password
• Factory reset modem
• Set up Parental Controls
• Modem status lights

 

Wi-Fi Max Modem

Choose which type of internet you have - this will be mentioned in emails from us about your order:

• Set up nbn FTTP
• Set up nbn FTTC
• Set up nbn FTTB/N
• Set up nbn HFC
• Set up nbn Wireless
• Set up nbn Satellite
• Set up Ultra FTTB
• Set up Ultra Cable
• Set up Ultra VDSL2

 

More guides

• Change Wi-Fi password
• Change modem password
• Factory reset modem
• Modem status lights
• Set up the Mobile Backup
• Set up Parental Controls
• Set up URL Blocking

 

Wi-Fi Max 5G Modem

• Set up 5G Home Broadband

 

More guides

• Change Wi-Fi password
• Change modem password
• Factory reset modem
• Modem status lights
• Set up Parental Controls
• Set up URL Blocking

 

VX420-G2V Modem

Choose which type of internet you have - this will be mentioned in emails from us about your order:

• Set up nbn FTTP
• Set up nbn FTTC
• Set up nbn FTTB/N
• Set up nbn HFC
• Set up nbn Wireless
• Set up nbn Satellite
• Set up Ultra FTTB
• Set up Ultra VDSL2
• Set up Ultra Cable
• Set up FTTH (OptiComm/RedTrain)

 

More guides

• Change Wi-Fi password
• Change modem password
• Factory reset modem
• Modem status lights

 

Smart Modem Gateway (VX420-G2H)

Choose which type of internet you have - this will be mentioned in emails from us about your order:

• Set up Home Wireless Broadband
• Set up nbn FTTP
• Set up nbn FTTC
• Set up nbn FTTB/N
• Set up nbn HFC
• Set up nbn Wireless
• Set up nbn Satellite
• Set up Ultra FTTB
• Set up Ultra VDSL2
• Set up FTTH (OptiComm/RedTrain)

 

More guides  

• Change Wi-Fi password
• Change modem password
• Factory reset modem
• Modem status lights
• Set up Parental Controls
• 4G Backup Service

 

Nokia FastMile 3.2 5G Modem

• Set up 5G Home Broadband

 

More guides

• Change Wi-Fi password
• Change modem password
• Factory reset modem
• Modem status lights

 

Sagemcom 5866 5G Modem    

• Set up 5G Home Broadband

 

More guides

• Change Wi-Fi password
• Change modem password
• Factory reset modem
• Modem status lights

 

VX220-G2V Modem

Choose which type of internet you have - this will be mentioned in emails from us about your order:

• Set up nbn FTTP
• Set up nbn FTTC
• Set up nbn FTTB/N
• Set up nbn HFC
• Set up nbn Wireless
• Set up nbn Satellite
• Set up Ultra FTTB
• Set up Ultra VDSL2
• Set up FTTH (OptiComm/RedTrain)

 

More guides

• Change Wi-Fi password
• Change modem password
• Factory reset modem
• Modem status lights

 

We may provide an interim Mobile Broadband solution with a Pocket Wi-Fi® 4 when your nbn connection or fault is delayed by more than 3 days.

 

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

Emergency calls should be used to request help from an emergency service organisation in a life threatening and/or time critical event.

If you’re considering making an emergency call, stay focused, stay relevant and pose these questions to yourself.

• Is someone seriously injured or in need of urgent medical help?
• Is your life or property being threatened?
• Have you just witnessed a serious accident or crime?

If yes, then call triple zero (000). Triple zero calls are free.

You’ll be asked whether you want to speak with:

• Police
• Fire
• Ambulance

Stay calm, don't shout, speak slowly and clearly. Tell them exactly where to go — give an address or location.

 

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

This article will explain the status lights found on the Nokia FastMile 3.2 5G Modem. The circular LED panel is located on the top of the modem.

 

Light	State and meaning
Centre	Off = No power. Green = Your modem has detected a 4G signal. If the 5G light isn't on, then your modem is connected to the 4G network. Flashing yellow = Your modem is searching for a network. Steady red = No 4G signal. Try putting your modem in a different spot and call us on 13 22 58 if the issue persists. Slow flashing red = Your TPG SIM is not detected or may have an error. Call us on 13 22 58 if the SIM is missing from the SIM slot. Quick flashing red = A factory reset is in progress. Flashing white = A device is connecting to the WiFi by WiFi Protected Setup (WPS). This light will blink 3 times if the connection is successful. If the connection fails, the light will flash slowly for 1-2 minutes then go back to showing the 4G signal.
5G	Off = No 5G signal. Try putting your modem in a different spot and call us on 13 22 58 if the issue persists.This light also turns off if the modem is inactive for a while, but using your 5G service should turn it back on again. White = Your modem is connected to the 5G network.
Signal A row of 3 lights above the 5G light	Off = No power or no 5G signal. White = 3 lights means a strong signal, 2 lights means a medium signal, and 1 light means a weak signal.