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:

 

Other nbn® providers

You may find your current provider's instructions for locating your AVC ID on these pages:

 

iiNet nbn® services

If you have an iiNet service, your nbn AVC ID is on your invoice. You can get a copy of your invoice at any time in Toolbox. Learn more.

In the Internet or Broadband section, look for “Access Service ID (AVC ID)” listed next to your nbn plan:

Example 1

iiNet invoice example 1 - nbn AVC ID

 

Example 2

iiNet invoice example 2 - nbn AVC ID

 

Example 3

iiNet invoice example 3 - nbn AVC ID

 

Still can’t find your nbn AVC ID?

Contact your current nbn provider and they can tell you.

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
 NetComm NL20 Modem
Wi-Fi Max modem
 Wi-Fi Max Modem
Wi-Fi Max 5G Modem
 Wi-Fi Max 5G Modem
Nokia Fastmile 3.2 Modem
 Nokia FastMile 3.2 5G Modem
Smart Modem Gateway
 Smart Modem Gateway (VX420-G2H)
VX220-G2V Modem
 VX220-G2V Modem
VX420-G2V Modem
 VX420-G2V Modem
Sagemcom 5866 Modem
 Sagemcom 5866 5G Modem
Nokia FastMile R1 Modem
 Nokia FastMile R1 5G Modem
TP-Link VR1600v modem
 TP-Link VR1600v
Cable Gateway Pro CG3000
 Cable Gateway Pro (CG3000)
Cable Gateway Pro CG2200 or CG3000
 Cable Gateway Pro (CG2200)
Cable Gateway Pro EPC3940L
 Cable Gateway Pro (EPC3940L)
TG-789 Broadband Gateway
 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.
    NetComm NL20 Modem Barcode Sticker
  3. In the left pane, click Advanced.
  4. Under System, select Configurations for the Settings page to open.
    Netcomm NL20 Factory Reset Settings
  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.
    Netcomm NL20 Factory Reset Settings
  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.
    Netcomm NL20 Modem Reset Buttom
  • 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.
    Wi-Fi Max barcode sticker - Login
  • In the left pane, click Administration.
  • Select Backup/Restore Setting.
  • Under "Restore to Factory Defaults", click Restore to Factory Defaults.
    Modem Administration - Backup/Restore Setting
  • 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.
    Wi-Fi Max Reset button - Located above the 3 Ethernet ports, below the larger Pair 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.

 

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.
    Wi-Fi Max 5G barcode sticker - Login
  3. In the left pane, click Administration.
  4. Select Backup/Restore Settings.
  5. Under "Restore to Factory Defaults", click Restore to Factory Defaults.
    Modem Administration - Backup/Restore Setting
  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.
    Wi-Fi Max 5G Reset button - Located above the 3 Ethernet ports, below the larger Pair 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 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.
    Nokia FastMile 3.2 Barcode sticker
  4. Click Reset. A pop-up will ask you to confirm your decision. Click Yes.
    Nokia FastMile System - General
  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. 
    Nokia FastMile Reset button - Located to the right of the SIM slot cover
  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.
     
    Factory Default Restore

     
  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.
    Smart Modem Gateway Reset Button - Located to the right of the 4 Ethernet ports and WAN port, above the larger ON/OFF button
  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.
    VX220-G2V barcode sticker
  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. 
    Factory Default Restore
  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.
    VX220-G2V Reset Button - Located above the larger ON/OFF 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.

 

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. 
    Factory Default Restore
  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.
    VX420-G2V Reset Button - Located between the WAN port and the larger ON/OFF 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.

 

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.
    Sagemcom barcode sticker
  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.
    Sagemcom Maintenance
  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.
    Sagemcom Reset Button - Located to the left of the larger Power 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.
    Nokia FastMile R1 barcode sticker
  3. Select Maintenance.
  4. Select Factory Default, then hit the FACTORY DEFAULT button.
    Nokia 5G Factory Default
  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.
    Nokia 5G Reset Button - Located to the right of the USB port, above the Power port
  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.
    Factory Default Restore
  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.
     
    VR1600v Reset button - Located to the right of the Power port, above the larger Power 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.

 

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.
    CG3000 barcode sticker
  3. Select Management.
  4. Select Restore Default Settings, then confirm. 
    Tools - Restore Default settings
  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.
    CG3000 Reset button - Located above the USB port
  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.
     
    CG2200 Security

     
  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.
     
    CG2200 reset button - Located above the Cable socket, beneath the 4 Ethernet ports
  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.
     
    Advanced tab

     
  4. Select Administration > Backup/Restore Settings.
     
    Administration menu

     
  5. Select Erase Settings. A popup message will appear; select Erase Settings again to continue.
     
    Administration - Backup/Restore Setting

     
  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.
    Cable Gateway Pro reset button - Located above the Cable socket, beneath the 4 Ethernet ports
  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.

 

Your modem login password is used to log in to the modem's default gateway and change your modem settings.

You'll need a strong custom password if you're going to use Remote Access on your modem. It's also useful to stop guests from being able to access your modem settings if you give them your Wi-Fi password.

Important: If you forget a custom modem password, you'll need to factory reset your modem.

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

 

Choose your modem:

Picture Modem
NetComm NL20 Modem
 NetComm NL20 Modem
Wi-Fi Max modem
 Wi-Fi Max Modem
Wi-Fi Max 5G Modem
 Wi-Fi Max 5G Modem
Nokia Fastmile 3.2 Modem
 Nokia FastMile 3.2 5G Modem
Smart Modem Gateway
 Smart Modem Gateway (VX420-G2H)
VX220-G2V Modem
 VX220-G2V Modem
VX420-G2V Modem
 VX420-G2V Modem
Sagemcom 5866 Modem
 Sagemcom 5866 5G Modem
Nokia FastMile R1 Modem
 Nokia FastMile R1 5G Modem
TP-Link VR1600v modem
 TP-Link VR1600v
TG-789 Broadband Gateway
 TG-789 Broadband Gateway
Cable Gateway Pro CG3000
 Cable Gateway Pro (CG3000)
Cable Gateway Pro CG2200 or CG3000
 Cable Gateway Pro (CG2200)
Cable Gateway Pro EPC3940L
 Cable Gateway Pro (EPC3940L)

 

NetComm NL20 Modem

  1. Open your web browser and go to: http://192.168.1.1.
  2. Log in with the Username and Password found on the modem's barcode sticker or use your custom password.
    NetComm NL20 Modem Barcode Sticker
  3. In the left pane, click Advanced. 
  4. Under Management, select Passwords.
    Netcomm NL20 Modem Password Settings
  5. Enter the Current Password, then add your desired password into the New Password and Confirm Password field.
  6. Hit Apply/Save to finish
    Netcomm NL20 Modem Password Settings

 

Wi-Fi Max Modem

You’ll use this password to log in to both the app and the modem dashboard.

 

From the My Internet Connect App

Don't want to use the app? You can change the Modem password in your web browser.

 

  1. Open the My Internet Connect App and tap the settings icon.
  2. Under Security, select Change Login Password, then Continue.
  3. Enter your current Login Password found on the modem's barcode sticker or use your custom password, then click Submit.
    Wi-Fi Max barcode sticker - Login
  4. Enter your desired new admin password and confirm it by typing it again.
  5. Hit Save to finish. From now on, you'll need to use your custom password to log in to your modem or the My Internet Connect App.
     
    You can write down your password and keep it somewhere safe for future reference. 
    My Internet Connect app - Change Modem Password

 

Using your web browser

  1. Open your web browser and go to: https://192.168.1.1
  2. Log in with the Login Password found on the modem's barcode sticker or use your custom password.
    Wi-Fi Max barcode sticker - Login
  3. From the left pane, click Administration.
  4. Under Password Settings enter your Current Password, then add your desired password into the New Password and Re-Enter Password for Verification fields. You can click the eye icon in the text boxes as you’re typing to show/hide the characters and make sure they match.
  5. Hit Save settings to finish. From now on, you'll need to use your custom password to log in to your modem or the My Internet Connect App.
     
    You can write down your password and keep it somewhere safe for future reference. 
    Wi-Fi Max - Modem Password settings

Password Requirements:

  • Both username and password can between 1 to 16 characters.
  • Characters can be either letters, numerals, and/or special characters.
  • Letters are case-sensitive.

 

Wi-Fi Max 5G Modem

You’ll use this password to log in to both the app and the modem dashboard.

 

From the My Internet Connect App 

Don't want to use the app? You can change the Modem password in your web browser.

 

  1. Open the My Internet Connect App and tap the settings icon.
  2. Under Security, select Change Login Password, then Continue.
  3. Enter your current Login Password found on the modem's barcode sticker or use your custom password, then click Submit.
    Wi-Fi Max 5G barcode sticker - Login
  4. Enter your desired new admin password and confirm it by typing it again.
  5. Hit Save to finish. From now on, you'll need to use your custom password to log in to your modem or the My Internet Connect App.
     
    You can write down your password and keep it somewhere safe for future reference. 
    My Internet Connect app - Change Modem Password

 

Using your web browser

  1. Open your web browser and go to: https://192.168.1.1
  2. Log in with the Login Password found on the modem's barcode sticker or use your custom password.
    Wi-Fi Max 5G barcode sticker - Login
  3. From the left pane, click Administration.
  4. Under Password Settings enter your Current Password, then add your desired password into the New Password and Re-Enter Password for Verification fields. You can click the eye icon in the text boxes as you’re typing to show/hide the characters and make sure they match.
  5. Hit Save settings to finish. From now on, you'll need to use your custom password to log in to your modem or the My Internet Connect App.
     
    You can write down your password and keep it somewhere safe for future reference. 
    Wi-Fi Max 5G - Modem Password settings

 

Nokia FastMile 3.2 5G Modem

  1. Open your web browser and go to: https://192.168.1.1
  2. Select System, then General. Log in with the default username “admin”, and the default password printed on your modem's barcode sticker. If you have custom login details, use those instead.
    Nokia FastMile 3.2 Barcode sticker
  3. Click Change Password.
    Nokia FastMile System - General
  4. Enter the Current Password.
  5. Type your new password in the New Password and Confirm Password boxes.
    Nokia FastMile 3.2 Change password
  6. Hit Update Password to finish. From now on, you'll need to use your custom password to log in to your modem or Nokia WiFi App.
     
    You can write down your password and keep it somewhere safe for future reference. 

 

Smart Modem Gateway (VX420-G2H)

  1. Open your web browser and go to: https://192.168.1.1.
  2. Log in with the default password "admin". If you have a custom password, use that instead.
  3. Hit Advanced.
  4. Select System Tools, then Administration.
  5. Enter the Old Password.
  6. Type your new password in the New Password and Confirm New Password boxes.
  7. Save to finish.
  8. From now on, you'll need to use your custom password to log in to your modem.
     
    You can write down your password and keep it somewhere safe for future reference. 
    Smart Modem Gateway Account Management

 

VX220-G2V Modem

  1. Open your web browser and go to: https://192.168.1.1.
  2. Log in with the default password on your modem's barcode sticker. If you have a custom password, use that instead.
    VX220-G2V barcode sticker
  3. Hit Advanced.
  4. Select System Tools, then Administration.
  5. Enter the Old Password.
  6. Type your new password in the New Password and Confirm New Password boxes.
  7. Click Save to finish.
  8. From now on, you'll need to use your custom password to log in to your modem.
     
    You can write down your password and keep it somewhere safe for future reference. 
    VX220-G2V Modem Account Management

 

VX420-G2V Modem

  1. Open your web browser and go to: http://192.168.1.1.
  2. Log in with the default password "admin", or use your custom password.
  3. Click Advanced.
  4. In the left-hand column, select System Tools, then Administration.
  5. Under "Account Mangement", enter the Old Password. You can then enter the desired password into the New Password and Confirm New Password boxes below (passwords must match). You can click the eye icon in the text boxes to hide/show the characters as needed.
  6. Click the Save button to finish.
  7. From now on, you'll need to use your custom password to log in to your modem.
     
    You can write down your password and keep it somewhere safe for future reference. 
    VX420-G2V Modem Account Management

 

Sagemcom 5866

  1. Open your web browser and go to: https://192.168.1.1.
  2. Log in with the default username “admin” and the default password on your modem's barcode sticker. If you have custom login details, use those instead.
    Sagemcom barcode sticker
  3. Select Access Control.
    Sagemcom 5866 - Access Control
  4. Hit User.
  5. Enter the Old Password.
  6. Type your password in the New Password and Confirm New Password boxes.
  7. Hit Apply to finish
  8. From now on, you'll need to use your custom password to log in to your modem.
     
    You can write down your password and keep it somewhere safe for future reference. 
    Sagemcom 5866 - User

 

Nokia FastMile 5G Modem

  1. Open your web browser and go to: https://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.
    Nokia FastMile R1 barcode sticker
  3. Select Maintenance.
  4. Enter the Original Password.
  5. Type your new password in the New Password and Re-enter Password boxes.
     
    Optional: You can set a Prompt Message that will be shown on the login screen. For example, you make your password the answer to a question that only you'd know. Make sure that your Prompt Message won't allow anyone to easily guess your password.
  6. Hit Save to finish.
  7. From now on, you'll need to use your custom password to log in to your modem.
     
    You can write down your password and keep it somewhere safe for future reference. 
    Nokia FastMile R1 Modem - Maintenance

 

TP-Link VR1600v

  1. Open your web browser and go to: https://192.168.1.1.
  2. Log in with the default username "admin" and defalt password "admin". If you have custom login details, use those instead.
  3. Hit Advanced.
  4. Select System Tools, then Administration.
    TP-Link VR1600v Account Management
  5. Enter the Old User Name and Old Password.
  6. If you want to change the username, enter the New User Name.
  7. Type your new password in the New Password and Confirm New Password boxes.
  8. Click Save to finish.
  9. From now on, you'll need to use your custom password to log in to your modem.
     
    You can write down your password and keep it somewhere safe for future reference. 
    TP-Link VR1600v Save button

 

TG-789 Broadband Gateway

  1. Open your web browser and go to: http://10.1.1.1
  2. Log in with the default username "password" and default password “admin”. If you have changed these details from the default, use your custom login details instead.
  3. Click the Management panel on the dashboard.
     
    TG-789 Dashboard

     
  4. Under Users list, click tht Edit button to the right of the existing Admin entry.

    Note: While it is possible to add additional admin users with their own usernames and passwords, we recommend having just one in order to keep track of your home network security more easily.
     
    TG-789 Management
  5. Under Change password, enter your desired new password in the first box and then repeat the same password in the second box.
     
    TG-789 Change password
  6. Click the Apply button to finish.
  7. From now on, you'll need to use your new custom username and/or password whenever logging in at http://10.1.1.1/. We recommend writing these details down and keeping them somewhere safe for future reference.

 

Cable Gateway Pro (CG3000)

  1. Open your web browser and go to: http://192.168.0.1
  2. Log in with the username "admin" and the unique default password found on your modem's barcode sticker, or use your custom password.
    CG3000 barcode sticker
  3. Select Management, then Access Control.
  4. For Username, enter "admin". Please note that it is not possible to customise the admin username on this modem.
  5. Enter the Old Password.
  6. Enter your desired password in both the New Password and Confirm Password fields, then click Apply/Save to finish.  
    CG3000 - Access control
  7. From now on, you'll need to use your new custom admin password whenever logging in at http://192.168.0.1/. We recommend writing these login details down and keeping them somewhere safe for future reference.

 

Cable Gateway Pro (CG2200)

  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 you have changed these details from the default, use your custom login details instead.
  3. Click Management in the top menu bar.
  4. Select Security.
  5. Adjust the Current username as desired, then enter and re-enter the New Password and click Apply to finish.  
     
    CG2200 Security

     
  6. From now on, you'll need to use your new custom username and/or password whenever logging in at http://192.168.0.1/. We recommend writing these details down and keeping them somewhere safe for future reference.

 

Cable Gateway Pro (EPC3940L)

  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 you have changed these details from the default, use your custom login details instead.
  3. Click Advanced in the top menu bar.
  4. Select Administration > Change password.
  5. Enter your new username and/or password as desired, then click Save Settings to finish. 
     
    EPC3940L Change password

     
  6. From now on, you'll need to use your new custom username and/or password whenever logging in at http://192.168.0.1/. We recommend writing these details down and keeping them somewhere safe for future reference.

 

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
 NetComm NL20 Modem
Wi-Fi Max modem
 Wi-Fi Max Modem (HWG2025)
Wi-Fi Max 5G Modem
 Wi-Fi Max 5G Modem (5FWA2025)
VX420-G2V Modem
 VX420-G2V Modem
Smart Modem Gateway
 Smart Modem Gateway (VX420-G2H)
Nokia Fastmile 3.2 Modem
            		 Nokia FastMile 3.2 5G Modem
Sagemcom 5866 Modem
 Sagemcom 5866 5G Modem
VX220-G2V Modem
            		 VX220-G2V Modem
TP-Link VR1600v modem
         		 Modem not listed here?
See Older modems.

 

NetComm NL20 Modem

 

More guides

 

Wi-Fi Max Modem

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

 

More guides

 

Wi-Fi Max 5G Modem

 

More guides

 

VX420-G2V Modem

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

 

More guides

 

Smart Modem Gateway (VX420-G2H)

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

 

More guides  

 

Nokia FastMile 3.2 5G Modem

 

More guides

 

Sagemcom 5866 5G Modem    

 

More guides

 

VX220-G2V Modem

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

 

More guides

 

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:

 

Set up your Pocket Wi-Fi® 4

  1. Insert the SIM with the chip side facing down and the notched side facing out.
  2. Use the power cable to connect the Pocket Wi-Fi® 4 to a power outlet and turn it on.
  3. Once the Pocket Wi-Fi® 4 is fully charged, press and hold the Power button to turn it on. The Pocket Wi-Fi® 4 will automatically search for a mobile network.
  4. To connect devices over Wi-Fi, you'll find the default Wi-Fi name (SSID) and password (Wi-Fi Key) on the barcode sticker which is visible while the Pocket Wi-Fi® 4's back cover is removed:
    Pocket WiFi® 4 Barcode sticker

 

Change the Wi-Fi name and password on the Pocket Wi-Fi® 4

  1. On a device that's connected to your Pocket Wi-Fi®4, open your web browser and go to https://192.168.0.1 pr https://pocket.wifi
  2. Log in with the default password “admin”, or use your custom password.
     
    Don’t remember your custom password? A factory reset will return it to the default password.
  3. In the Pocket Wi-Fi tab, select Wi-Fi > Security.
  4. Enter your new Wi-Fi network name in the SSID field.
  5. Enter your new Wi-Fi password in the Key field.
  6. Hit Save to finish, then reconnect your devices with your new Wi-Fi password.

 

Troubleshooting

No connection to the internet

  1. Make sure the Pocket Wi-Fi® 4 is turned on and has sufficient battery charge.
     
    Press the Power button to bring the Pocket Wi-Fi® 4 out of sleep mode.
  2. Make sure you're in an area with iiNet mobile coverage.
  3. Restart the Pocket Wi-Fi®.
  4. The Pocket Wi-Fi® can support a maximum of 10 devices. You can disconnect some devices by simply turning them off.

 

Factory reset the Pocket Wi-Fi® 4

  1. While the Pocket Wi-Fi® 4 is on, take off the back cover and find the reset button.
    Pocket WiFi® 4 - Reset button
  2. Using a pen or paper clip, press the rest button and hold it down for 5 seconds.
  3. Replace the battery cover and wait for the Pocket Wi-Fi® 4 to restart with factory default settings.

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:

 

Other emergency numbers

  • Text Emergency Call - 106 text emergency call. You can call from teletypewriters. Tell us which service you need and where to come to.
  • Storm and flood assistance – call 132 500
  • Fire – other than in an emergency, contact your state or territory service.
  • Emergencyplus – Download and read about the emergencyplus application.
  • Police – call 131 444 for police other than in an emergency
  • Crime Stoppers – call 1800 333 000 to help solve a crime
  • Poisons Information Centre – call 13 11 26

There's more information about emergency calls on the federal government's triple zero website.

Advances in technology have improved the range of accessible services for people who are deaf, hard of hearing or have a speech impairment. For more information, check out Access Hub.

If you dial 112 while you're in a coverage area overseas, you'll be connected to the local emergency services. You can also check Smartraveller for details on the destination you are visiting too, as they will have their own Emergency Service Numbers.

 

Device information

In Australia emergency calls to Triple Zero can be made with or without an active SIM in your phone.

If your phone does not have access to the iiNet network you may still be able to make an emergency call on another mobile network, which is why you may see 'Emergency calls only' or similar on the screen.

Emergency calls can be made wherever your phone can see any mobile telecommunications network, however if you are travelling in a rural or remote area you should not rely upon your mobile phone to make an emergency call as there may be no mobile telecommunications network available, instead you should have other means of communications such as a satellite phone and for emergencies, carry an emergency beacon.

When calling an emergency call number, information such as your number, name and service location (where available) will be disclosed to the emergency call person (the operator) and the emergency service organisations, regardless of your caller ID settings.

Using a device other than an approved device with the latest software may impact your ability to call emergency services.

If you have received an SMS and/or email with instructions to update your device’s software or replace it immediately to be able to access emergency 000 calls, see this information.

Note: If you have a Samsung device, you may need to update it several times until your device says 'Your software is up to date' to ensure you can call emergency services.

 

Location information

Location information is critical in providing emergency services to provide the necessary service. In particular, the ability to provide enhanced location information is important where the caller may be unable to identify their location.

In the event of making an emergency call we will supply relevant location information to the emergency call person and the relevant emergency service organisation (police, fire or ambulance) to enable them to corroborate your location. We use a range of technical solutions to do this and they are constantly being reviewed and improved. These include:

  • Push Mobile Location Information (MoLI). MoLI is the location of the cell site from which a mobile call to Triple Zero is made. This is supplied to emergency services for all emergency calls.
     
  • Advanced Mobile Location (AML). AML is technology that allows mobile devices to send a location estimate when a call is made to Triple Zero. This improved outcomes for mobile callers in Australia and has the potential to save lives, as it is doing in the locations in which it has already been deployed.

For more information about AML, head to the federal government's triple zero website.

 

What it costs

There is no charge for calls made to emergency services regardless of whether your service is active or inactive.

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.

 

Nokia FastMile lights - from centre outwards, Centre, 5G, then a row of 3 signal lights.
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.

 

iiNet's Remote ID Validation Tool helps to protect you from a transaction being made using your identity without your permission.

 

How does it work?

We will SMS you a link to the iiNet Remote ID Validation Tool. From there, you will be guided through each step. You will be asked to:

  • Take and upload a photograph of your identification document (Australian driver’s licence, Passport of any country or Proof of Age Card)
  • Confirm that the written information collected from your ID is correct.
  • Take a selfie to establish that you are the owner of the identification provided.

 

To participate in this remote validation process, you will need to expressly consent to us collecting and using your personal information (including any sensitive information) for this purpose. Check out our Privacy Statement for details on how we handle your personal information.

 

How do we use the data?

The iiNet Remote ID Validation Tool uses biometric measurements from your photo and compares it to your ID to validate a match. It also completes a number of checks on the security features of your ID document to ensure it is legitimate.

Check out our Privacy Statement for details on how we handle your personal information.

At iiNet, we're continuing to make significant investments to protect our customers and their personal information.

The challenging reality is that all Australian companies face cyberthreats on a daily basis. iiNet takes cybersecurity and the protection of our customer’s personal information seriously. In light of recent events, we have been working closely with our cyber security partners and relevant government agencies to increase checks and monitoring of our systems.

 

For more information on iiNet’s data security policies and practices, view our relevant support articles:

 

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

 

Protecting yourself and your personal information

iiNet is continuing to take important measures to protect your information, but there are also tactics you can use to protect yourself and reduce your risk of becoming a victim by understanding how to spot a suspicious email, call or SMS.

 

Tips to help keep your information secure

  • Do not provide your password, or one-time passcodes to someone who called you.
  • Don’t hesitate to question the legitimacy of a caller. If you ever receive a call claiming to be iiNet and you are unsure of the legitimacy, hang up and call us on 13 22 58.
  • Double check the sender of an email before responding or clicking on any links.
  • Please ensure all of the details in an order confirmation SMS are correct before responding. Decline even if there is a slight discrepancy.
  • When chatting to us on social media, always look out for the blue tick.
  • While on our website, you may receive a pop up asking you to chat with us, please ensure you are always using the official iiNet website.

 

What is Phishing?

Phishing is a method used by criminals to obtain your sensitive information such as your mobile number, date of birth, passwords, and security codes.

 

Different methods include:

  • SMS and emails posing as having come from legitimate companies asking you to click on links & fill out your security, personal or payment details.
  • Scammers may call you posing as your telecommunications provider offering a free phone or a sizeable discount on a device. They will phish for your personal details such as your PIN, your password, or your one-time passcodes. This enables the scammers to impersonate you or gain access to your online accounts to phish for additional private information or to process orders on your behalf. If successful, the scammer may call you again posing as iiNet requesting your credit card details to provide a refund or compensation for the fraud.
  • Online browser pop up scams that entice customers with the possibility of winning a prize.
  • Calls pretending to be from various reputable organisations like a government agency, bank, or energy company, that either threaten action against you or offer heavily discounted or free products to scare or entice customers into voluntarily disclosing their security, personal or payment details.

 

How to tell whether a call you’ve received is legitimate

  • When we call you, we will not ask for a one-time passcode sent to your mobile or email, to verify you.
  • We will never call you and ask for your credit card details for refunds, reimbursements, or compensation.
  • Any refunds or reimbursements will only be provisioned through your original method of payment.
  • We will never call you from a private number.
  • If you order a device over the phone or online, we will send you a confirmation SMS with the details of your order including your preferred delivery address.
  • We will never proactively reach out to you on social media, we will only ever respond to you, if you contact us.

 

Frequently asked questions

What is iiNet doing to ensure the safety of my personal information and data?

We take cybersecurity extremely seriously at iiNet and continue to make significant investments to help protect our customers and their personal information. Our Cyber Defence and Response Centre provides around-the-clock event monitoring, threat protection and intelligence, to help protect customer’s data and our services against online security threats.

iiNet has processes and procedures in place to manage the security of its customer data and help protect it from unauthorised use, access, modification or disclosure. These include a range of physical and electronic security measures. We also use multi-factor authentication for complex and more involved customer service transactions which you can read about in our support article.

 

What information of mine do you have in your system?

There are requirements under the Privacy Act, and other legislation, about what information we are required to keep. You can see more information regarding our Privacy Statement on our Privacy Statement page. If you wish to request a copy of your information listed with us, you can complete the Personal Information Request form via the above link.

 

Who can see my personal information and data?

Our customer’s privacy is extremely important to us.  Customer personal information can only be seen and used by staff who need it to do their jobs and provide services to you.

 

I am no longer an iiNet customer, can you delete my personal information and data?

If we no longer need personal information for the purpose for which it was collected, and if Australian law does not require us to retain that personal information, we are required to destroy or de-identify the information in line with the Privacy Act.

We have strict measures in place to ensure that your personal information can only be seen and used by staff who need it to do their jobs. You can see more information regarding our Privacy Statement on our Privacy Statement page.

 

What can I do to protect myself against fraud?

Watch out for suspicious calls, SMS and emails asking for your personal information. It is always best to contact the legitimate company if you’re unsure. If you suspect you’ve been a victim of fraud, you should immediately contact your financial service provider. We also have tips on how to keep your personal details safe in our Security Information article.

You can also find valuable information on how to protect yourself from fraud at the websites for the Office of the Australian Privacy Commissioner and Scamwatch.

 

I transfered my Optus mobile number to iiNet and now want to change my number. Will this affect my credit file?

We can assist you with changing your mobile number. Simply changing your mobile number will not affect your credit file. However, we will need to place an enquiry on your credit file if you have requested a new service and a credit check is applicable. To change your number, please contact us on 13 22 58.

 

Can I make my service non-transferable and ban SIM swaps?

All service providers have obligations before accepting a transfer request. If someone requests your number to be transferred to us, a 2-way SMS is sent to the number that is being transferred. The transfer will only proceed if the SMS is responded to with the correct code. If you receive a message to transfer your service to another provider that you did not request, please do not respond to the message, and contact your provider as soon as possible. If you receive a message from another provider and you’re with us, contact the provider to request the transfer request is cancelled and let us know.

Keep in mind we are held to industry regulations which don’t allow us to stop numbers being transferred away from us. We are required to give customers freedom of choice for their mobile provider and are not permitted to stop a request to transfer a number out from our network.

SIM swaps can only be processed either through a secure link sent directly to your mobile number. If you receive a link to log in to Toolbox that you didn’t request, please let us know. It’s important be on the look-out for calls or messages requesting information, if this happens, please do not provide your personal information or any links.

 

Can you make sure that no additional services or connections are created in my name?

We have multi-factor-authentication (MFA) in place for the more involved or complex service requests, to protect your account and information. Before you can add an additional service to your account, we will send you a one-time code before allowing the transaction to proceed. You can read more about MFA in our article.

 

How do I know if it’s safe to send my photo ID through to iiNet?

Sometimes if we’re unable to verify you and you can’t visit a store, or you’re activating a new service, we may need you to provide documentation so that we can verify you to assist with account queries. We have strict requirements about the use and protection of your details. We have strict measures in place to ensure that your personal information can only be seen and used by those who need it to do their jobs.