• CLID Blocking
• Call Barring
• Call Forwarding Always, Busy and No Answer
• Call Forwarding Selective
• Call Waiting
• Do Not Disturb
• Voice Mail
• Setup
• Accessing Voice mail
• Call Return
• 3 Way Call

CLID Blocking

CLID Blocking (Calling Line ID Blocking) blocks your phone number from being displayed to the person you’re calling. It is disabled by default.

1. Log in to Toolbox.
2. Select My Products from the top menu bar and then select Phone. If you have multiple phone services, you may need to select the relevant phone number from the Product drop-down menu in the upper right-hand corner.
3. Select Configure enhanced fibre phone from the left-hand column.
4. CLID Blocking can be enabled by setting its toggle switch to ON and then clicking Submit.
5. While CLID Blocking is enabled, you can disable it for a single call by dialing *65 before the number you’re calling.

Call Barring

Call Barring blocks specific types of calls from being made using your phone service. It is disabled by default, but the following barring types are available:

Barring type	Can’t call:
Disabled (no call barring)	HRI*
International	Premium, HRI*
Local	National, Mobile, International, Premium, Special services, HRI*
National	International, Premium, HRI*
National & Mobile	Mobile, International, Premium, HRI*

* HRI (High risk international): If you want to get high risk international numbers unbarred, please call us on 13 22 58.

1. Log in to Toolbox.
2. Select My Products from the top menu bar and then select Phone. If you have multiple phone services, you may need to select the relevant phone number from the Product drop-down menu in the upper right-hand corner.
3. Select Configure enhanced fibre phone from the left-hand column.
4. Call Barring can be enabled by setting its toggle switch to ON. Select the type of barring you want from the drop-down menu, and then click Submit. 
   

Call Forwarding Always, Busy and No Answer

Standard call costs apply when any call forwarding features forward a call to a new destination. All call forwarding features are disabled by default.

1. Log in to Toolbox.
2. Select My Products from the top menu bar and then select Phone. If you have multiple phone services, you may need to select the relevant phone number from the Product drop-down menu in the upper right-hand corner.
3. Select Configure enhanced fibre phone from the left-hand column.
4. Open your Call Forwarding options by setting its toggle switch to ON. You then have the following options:
   - Always forward calls
   - When busy, forward calls
   - When unanswered, forward calls
5. Simply enter a destination phone number in the text box next to the desired option. Leaving a text block blank will keep that type of call forwarding disabled.
6. Click Submit to save your settings. 
   

Call Forwarding Selective

Standard call costs apply when any call forwarding features forward a call to a new destination. All call forwarding features are disabled by default.

1. Log in to Toolbox.
2. Select My Products from the top menu bar and then select Phone. If you have multiple phone services, you may need to select the relevant phone number from the Product drop-down menu in the upper right-hand corner.
3. Select Configure enhanced fibre phone from the left-hand column.
4. Open your Call Forwarding options by setting its toggle switch to ON.
5. You'll see Selective call forwarding at the bottom of the box. This feature will immediately forward all calls from up to 2 phone numbers to a different phone number.
6. Click Show Options to expand the Selective call forwarding options. 
   
7. Enter the phone numbers in the Phone 1 and Phone 2 text boxes.
8. Enter the destination phone number in the Selectively forward to text box.
9. Click Submit to save your changes. 

Call Waiting

If someone calls your phone number while you’re on a call, Call Waiting allows you to put someone on hold. Call Waiting is disabled by default.

1. Log in to Toolbox.
2. Select My Products from the top menu bar and then select Phone. If you have multiple phone services, you may need to select the relevant phone number from the Product drop-down menu in the upper right-hand corner.
3. Select Configure enhanced fibre phone from the left-hand column.
4. Call Waiting can be enabled by setting its toggle switch to ON and then clicking Submit.
5. When Call Waiting is enabled, you’ll hear a tone when there is a call waiting. To switch back and forth between the two calls, press the CALL button on your handset and then dial 2.
6. To hang up on the person you’re currently speaking to and switch to the other caller, press the CALL button on your handset and then dial 1.

Do Not Disturb

When Do Not Disturb is enabled, all incoming calls will be immediately forwarded to voice mail. If no voicemail is set up, then callers will hear a busy tone. It is disabled by default.

1. Log in to Toolbox.
2. Select My Products from the top menu bar and then select Phone. If you have multiple phone services, you may need to select the relevant phone number from the Product drop-down menu in the upper right-hand corner.
3. Select Configure enhanced fibre phone from the left-hand column.
4. Do Not Disturb can be enabled by setting its toggle switch to ON, and then clicking Submit.

Voice Mail

Setup

1. Log in to Toolbox.
2. Click My Products in the top menu bar and then select Phone.
3. If you have multiple phone services, you may need to make sure the right number is selected from the Product drop-down menu.
4. Select Configure enhanced fibre phone from the left-hand column.
5. Make sure that the Voice mail toggle switch is set to ON. If you'd prefer to disable voice mail, set this switch to OFF.
6. The default voice mail PIN is 0000. To change this, type a new 4-digit PIN in the text box next to Voice mail PIN.
7. Select the Ring length before diverting to voice mail from the drop-down menu (25, 35 or 45 seconds).
8. You can also choose to forward or copy your voice mail to an email address by setting Voice mail forwarding to ON and entering an email address.

   - Forward will deliver your voice mail to the nominated email address as a .wav sound file. It will not leave a copy in your voicemail box.
   - Copy will send a .wav sound file to your email address, but it will also leave a copy in your voicemail box.

9. Click Submit to save your changes. It may take up to 1 hour for your changes to come into effect. 
   

Accessing Voice mail

1. When you have new voice mail messages, you’ll hear a stuttered tone instead of the normal dial tone when you lift your Fibre Phone handset.
2. To listen to your voice mail using your Fibre Phone handset, dial 101 and then enter your voice mail PIN using the keypad.
3. If you’re using a different phone service to retrieve voice mail left for your Fibre Phone service, call the appropriate number for the state you’re in. Please note that this option is not available in the Northern Territory - please see step 2.

   State	Voice mail number
   ACT	02 6104 9000
   NSW	02 9029 0000
   TAS	03 6294 6000
   VIC	03 9029 0000
   QLD	07 3122 0000
   WA	08 6262 0000
   SA	08 7122 0000

4. Following the prompts, you’ll need to enter your Fibre Phone number and then your voice mail PIN using the keypad.

Call Return

Call Return is a standard feature that does not need to be enabled or disabled. When used, it will dial the last number that called your phone number (it doesn’t matter if the call was answered or not).

1. To use call return, dial *69 on your handset. Standard call costs apply.

3 Way Call

3 Way Call is a standard feature that does not need to be enabled or disabled. It allows you to talk to 2 callers at the same time (conference call).

1. To make a 3 way call, call one of the participants. When the call is answered, press the CALL button on your handset and dial the number of the other participant.
2. Press the CALL button again and then dial 3 to begin the 3 way call. Standard call costs apply.

• Set up nbn® Fibre Phone 
• Before you get started
• Plugging into nbn Connection Box
• Plugging in via smart wiring
• Troubleshooting nbn® Fibre Phone: Can't make or receive calls
• Troubleshooting nbn® Fibre Phone: Call Dropouts

Set up nbn® Fibre Phone 

Before you get started

Make sure you have the following:

• An active nbn FTTP service
• An active nbn Fibre Phone service
• A phone handset with a standard RJ11 phone cable
• If your home has smart wiring for phone cables, you’ll need an additional RJ11 phone cable if you’re not plugging your handset directly into the nbn Connection Box.

 

Plugging into nbn Connection Box

Once your nbn Fibre Phone service is active, all you’ll need to do is plug your handset into the UNI-V 1 port on the nbn Connection Box using an RJ11 phone cable. You may need to lift the cover to do this.

 

Plugging in via smart wiring

Smart wiring is specially installed by an ACMA-approved electrician and must include phone cable wiring in order to work with Fibre Phone. Sockets previously used for landline phones and ADSL broadband will not work unless an electrician re-wired them for smart wiring.

1. Plug one end of your RJ11 phone cable into the UNI-V 1 port on your nbn Connection Box, and then plug the other end into an available phone port on the nearby patch panel.
2. Use another RJ11 phone cable to plug your phone into the corresponding phone port on another patch panel in your home. Please note that the phone cables should never be connected to a switch or router. 
   

 

Troubleshooting nbn® Fibre Phone: Can't make or receive calls

1. Ensure that your nbn connection is online. Fibre Phone requires working internet to operate. Visit our Network Status page to see if any known issues in your area are affecting your internet connection.
2. Check your address on nbn®'s Network status and outages page to see if an unforeseen incident or planned maintenance is affecting your connection.
3. Ensure your handset has power. Wireless handsets in particular may require charging or new batteries.
4. Ensure that all cables are undamaged and plugged in securely.
5. If you suspect your handset is faulty due to age and/or wear and tear, we recommend obtaining another handset for troubleshooting.
6. Attempt to make or receive a call.
7. Locate your indoor nbn equipment - this will be a Connection Box and a Power Supply unit. This is most commonly installed on the inside of an outer wall of the premises, sometimes in the garage.
8. Plug your phone handset directly into the UNI-V 1 port on your nbn Connection Box.
    Note: If your Fibre Phone service doesn’t work, try using the UNI-V2 port instead
    
   
9. Attempt to make or receive a call.
10. If you can make or receive a call when your phone is plugged into the nbn Connection Box but not when it's plugged into any smart wiring ports, there may be a problem with your home’s internal wiring. If you suspect this is the case, please contact an ACMA-licensed electrician to investigate.
11. Turn off the electrical outlet for the Power Supply Unit and leave it off for at least 60 seconds.
12. Turn both outlets back on and wait for the lights to settle.
13. Attempt to make or receive a call.
14. Call us on 13 22 58 for further assistance. If you have no access to a working phone service, please email support@iinet.net.au.

 

Troubleshooting nbn® Fibre Phone: Call Dropouts

1. Ensure all cables are undamaged and plugged in securely.
2. Ensure your handset has power. Wireless handsets in particular may require charging or new batteries.
3. When calling on a wireless handset, ensure you remain in range of the base station while making a call. Range varies from handset to handset; check the manufacturer's website for your handset's technical specifications.
4. If you suspect your handset is faulty due to age and/or wear and tear, we recommend obtaining another handset for troubleshooting.
5. Ensure that your internet connection is not dropping out at the same time as your Fibre Phone calls by attempting to view a website. Fibre Phone requires working internet to operate.
6. Locate your indoor nbn equipment - this will be a Connection Box and a Power Supply unit. This is most commonly installed on the inside of an outer wall of the premises, sometimes in the garage.
7. Plug your phone handset directly into the UNI-V 1 port on your nbn Connection Box.
   
8. Make a test call.
9. If you don't get call dropouts when phone is plugged into the nbn Connection Box but you do when it's plugged into any smart wiring ports, there may be a problem with your home’s internal wiring. If you suspect this is the case, please contact an ACMA-licensed electrician to investigate.
10. Turn off the electrical outlet for the Power Supply Unit and leave it off for at least 60 seconds.
11. Turn both outlets back on and wait for the lights to settle.
12. Make a test call.
13. Temporarily disable any firewall, antivirus or anti-malware software and make a test call.
14. If the dropouts stop while the software is disabled, your firewall or antivirus may be blocking the internet traffic for your Fibre Phone calls. Please contact your security software’s Customer Support if you're not sure how to temporarily disable the software, or you need help changing the software settings to allow Fibre Phone (VoIP) calls.
15. If a fault needs to be lodged for your service, we'll need the date, time, and number dialed for at least 3 calls that dropped out. Please make notes for easy reference, e.g:
    27/4/2020 - 7:30PM - 9400 1234
    28/4/2020 - 8:30AM - 9400 5678
    28/4/2020 - 10:00AM - 9300 1234
16. Call us on 13 22 58 for further assistance. If you have no access to a working phone service, please email support@iinet.net.au.

• CLID Blocking
• Call Barring
• Call Forwarding Always, Busy and No Answer
• Call Forwarding Selective
• Call Waiting
• Do Not Disturb
• Voice Mail
• Setup
• Accessing voice mail
• Call Return
• 3 Way Call
• Music on Hold
• Sequential Ring
• Simultaneous Ring

CLID Blocking

CLID Blocking (Calling Line ID Blocking) blocks your phone number from being displayed to the person you’re calling. It is disabled by default.

1. Log in to Toolbox.
2. Select My Products from the top menu bar and then select Phone. If you have multiple phone services, you may need to select the relevant phone number from the Product drop-down menu in the upper right-hand corner.
3. Select Configure netphone from the left-hand column.
4. CLID Blocking can be enabled by setting its toggle switch to ON and then clicking Submit.
5. While CLID Blocking is enabled, you can disable it for a single call by dialing *65 before the number you’re calling.

Call Barring

Call Barring blocks specific types of calls from being made using your phone service. It is disabled by default, but the following barring types are available:

Barring type	Can’t call:
Disabled (no call barring)	Premium 19/1900 numbers, HRI*
International	Premium 19/1900 numbers, HRI*
Local	National, Mobile, International, Special services, Premium 19/1900 numbers, HRI*
National	International, Premium 19/1900 numbers, HRI*
National & Mobile	Mobile, International, Premium 19/1900 numbers, HRI*

* HRI (High risk international): If you want to get high risk international numbers unbarred, please call us on 13 22 58.

1. Log in to Toolbox.
2. Select My Products from the top menu bar and then select Phone. If you have multiple phone services, you may need to select the relevant phone number from the Product drop-down menu in the upper right-hand corner.
3. Select Configure netphone from the left-hand column.
4. Call Barring can be enabled by setting its toggle switch to ON. Select the type of barring you want from the drop-down menu, and then click Submit. 
   

Call Forwarding Always, Busy and No Answer

1. Log in to Toolbox.
2. Select My Products from the top menu bar and then select Phone. If you have multiple phone services, you may need to select the relevant phone number from the Product drop-down menu in the upper right-hand corner.
3. Select Configure netphone from the left-hand column.
4. Open your Call Forwarding options by setting its toggle switch to ON. You then have the following options:
   - Always forward calls
   - When busy, forward calls
   - When unanswered, forward calls
5. Simply enter a destination phone number in the text box next to the desired option. Leaving a text block blank will keep that type of call forwarding disabled.
6. Click Submit to save your settings. 
   

Call Forwarding Selective

1. Log in to Toolbox.
2. Select My Products from the top menu bar and then select Phone. If you have multiple phone services, you may need to select the relevant phone number from the Product drop-down menu in the upper right-hand corner.
3. Select Configure netphone from the left-hand column.
4. Open your Call Forwarding options by setting its toggle switch to ON.
5. You'll see Selective call forwarding at the bottom of the box. This feature will immediately forward all calls from up to 2 phone numbers to a different phone number.
6. Click Show Options to expand the Selective call forwarding options. 
   
7. Enter the phone numbers in the Phone 1 and Phone 2 text boxes.
8. Enter the destination phone number in the Selectively forward to text box.
9. Click Submit to save your changes. 

Call Waiting

If someone calls your phone number while you’re on a call, Call Waiting allows you to put someone on hold. Call Waiting is disabled by default.

1. Log in to Toolbox.
2. Select My Products from the top menu bar and then select Phone. If you have multiple phone services, you may need to select the relevant phone number from the Product drop-down menu in the upper right-hand corner.
3. Select Configure netphone from the left-hand column.
4. Call Waiting can be enabled by setting its toggle switch to ON and then clicking Submit.
5. When Call Waiting is enabled, you’ll hear a tone when there is a call waiting. To switch back and forth between the two calls, press the CALL button on your handset and then dial 2.
6. To hang up on the person you’re currently speaking to and switch to the other caller, press the CALL button on your handset and then dial 1.

Do Not Disturb

When Do Not Disturb is enabled, all incoming calls will be immediately forwarded to voice mail. If no voice mail is set up, then callers will hear a busy tone. It is disabled by default.

1. Log in to Toolbox.
2. Select My Products from the top menu bar and then select Phone. If you have multiple phone services, you may need to select the relevant phone number from the Product drop-down menu in the upper right-hand corner.
3. Select Configure netphone from the left-hand column.
4. Do Not Disturb can be enabled by setting its toggle switch to ON, and then clicking Submit.

Voice Mail

Setup

1. Log in to Toolbox.
2. Click My Products in the top menu bar and then select Phone.
3. If you have multiple phone services, you may need to make sure the right number is selected from the Product drop-down menu.
4. Select Configure netphone from the left-hand column.
5. Make sure that the Voice mail toggle switch is set to ON. If you'd prefer to disable voice mail, set this switch to OFF.
6. The default voice mail PIN is 0000. To change this, type a new 4-digit PIN in the text box next to Voice mail PIN.
7. Select the Ring length before diverting to voice mail from the drop-down menu (25, 35 or 45 seconds).
8. You can also choose to forward or copy your voice mail to an email addresses by setting Voice mail forwarding to ON and entering an email address.

   - Forward will deliver your voice mail to the nominated email address as a .wav sound file. It will not leave a copy in your voice mail box.
   - Copy will send a .wav sound file to your email address, but it will also leave a copy in your voice mail box.

9. Click Submit to save your changes. It may take up to 1 hour for your changes to come into effect. 
   

Accessing voice mail

1. When you have new voice mail messages, you’ll hear a stuttered tone instead of the normal dial tone when you lift your VoIP handset.
2. To listen to your voice mail using your VoIP handset, dial 101 and then enter your voice mail PIN using the keypad.
3. If you’re using a different phone service to retrieve voice mail left for your VoIP service, call the appropriate number for the state you’re in. Please note that this option is not available in the Northern Territory - please see step 2.

   State	Voice mail number
   ACT	02 6104 9000
   NSW	02 9029 0000
   TAS	03 6294 6000
   VIC	03 9029 0000
   QLD	07 3122 0000
   WA	08 6262 0000
   SA	08 7122 0000

4. Following the prompts, you’ll need to enter your VoIP number and then your voice mail PIN using the keypad.

Call Return

Call Return is a standard feature that does not need to be enabled or disabled. When used, it will dial the last number that called your phone number (it doesn’t matter if the call was answered or not).

1. To use call return, dial *69 on your handset. Standard call costs apply.

3 Way Call

3 Way Call is a standard feature that does not need to be enabled or disabled. It allows you to talk to 2 callers at the same time (conference call).

1. To make a 3 way call, call one of the of the participants. When the call is answered, press the CALL button on your handset and dial the number of the other participant.
2. Press the CALL button again and then dial 3 to begin the 3 way call. Standard call costs apply.

Music on Hold

Music on hold allows you to set different types of music for your callers to listen to while they are on hold. Music choices include classical, rock, pop, jazz and dance.

1. Log in to Toolbox.
2. Select My Products from the top menu bar and then select Phone. If you have multiple phone services, you may need to select your Netphone number from the Product drop-down menu in the upper right-hand corner.
3. Select Configure netphone from the left-hand column.
4. Scroll down to the Add ons heading to see your optional features.
5. You can enable Music on Hold by setting its toggle switch to ON and then clicking Submit.
6. Once Music on Hold is enabled, you can select the type of music to use by clicking show options.
7. Select the type of music from the drop-down menu. If you accept the feature cost of $1.95 per month, click Submit.

Sequential Ring

If a call to your VoIP number is not answered, Sequential Ring will forward the call to up to 3 other phone numbers in the order you’ve specified. Standard VoIP call costs apply to answered calls that were forwarded by Sequential Ring.

Sequential Ring cannot be enabled at the same time as Simultaneous Ring.

1. Log in to Toolbox.
2. Select My Products from the top menu bar and then select Phone. If you have multiple phone services, you may need to select your Netphone number from the Product drop-down menu in the upper right-hand corner.
3. Select Configure netphone from the left-hand column.
4. Scroll down to the Add ons heading to see your optional features.
5. You can enable Sequential Ring by setting the Multiple Rings toggle switch to ON. Select Sequential from the drop-down menu and then click Submit. 
   
6. Once Sequential Ring is enabled, you can enter the destination phone numbers in the text boxes (in the order desired). If you accept the feature cost of $1.95 per month, click Submit to save your changes.

Simultaneous Ring

If a call to your VoIP number is not answered, Simultaneous Ring will forward the call to up to 3 other phone numbers at the same time. The first number to answer will take the call. Standard VoIP call costs apply to answered calls that were forwarded by Simultaneous Ring.

Simultaneous Ring cannot be enabled at the same time as Sequential Ring.

1. Log in to Toolbox.
2. Select My Products from the top menu bar and then select Phone. If you have multiple phone services, you may need to select your Netphone number from the Product drop-down menu in the upper right-hand corner.
3. Select Configure netphone from the left-hand column.
4. Scroll down to the Add ons heading to see your optional features.
5. You can enable Simultaneous Ring by setting the Multiple Rings toggle switch to ON. Select Simultaneous from the drop-down menu and then click Submit. 
   
6. Once Simultaneous Ring is enabled, you can enter the destination phone numbers in the text boxes. If you accept the feature cost of $1.95 per month, click Submit to save your changes.

• VoIP settings
• SIP Servers
• Port Settings
• VoIP IP Addresses to configure firewalls
• IP Address ranges
• Protocols and Ports

VoIP settings

Third-party modem settings will vary. Check the manufacturer's website for a guide on how to change your modem's VoIP settings.

SIP domain:	iinetphone.iinet.net.au
SIP server:	See “SIP servers” table below
Username:	Your VoIP number (no spaces or brackets)
Password:	Your VoIP password
Re-registration time interval:	300 seconds
Codec preference:	G.711 A-Law and/or U-Law (if available) otherwise G.729
DNS:	Use SRV records
Display name:	iinetphone
Proxy IP:	See “SIP servers” table below
Registrar IP:	See “SIP servers” table below

SIP Servers

You should use your state or territory’s SIP server address wherever your modem settings require you to enter the SIP server, Proxy IP or Registrar IP.

ACT:	sip.act.iinet.net.au
NSW:	sip.nsw.iinet.net.au
NT:	sip.nt.iinet.net.au
QLD:	sip.qld.iinet.net.au
SA:	sip.sa.iinet.net.au
TAS:	sip.tas.iinet.net.au
VIC:	sip.vic.iinet.net.au
WA:	sip.wa.iinet.net.au

Port Settings

If temporarily disabling your firewall fixes any Netphone issues, you should make sure that the following ports aren't blocked by the firewall:

• UDP 5060 - This is the default port for Netphone (Mac OSX users with iChat will need to use port 5070 instead)
• UDP 35000-44999
• UDP CPE Port - The port your CPE uses for RTP (e.g. 8000-8001 or 5061)

VoIP IP Addresses to configure firewalls

Please note: This list provides raw information needed for configuring advanced firewalls for business or complex setups.This is usually not required for residential setups.

IP Address ranges

All of the IP addresses below must be added to your firewall configuration to allow VoIP function.

iiNet uses automatic failover to the next available cluster during maintenance and faults, so your equipment must be able to connect all clusters at any time to maintain reliability.

Service/Locations	IP Subnets (CIDR)	IP Network Range
National Services (Session Balancing)	203.173.44.0/24	203.173.44.0 - 203.173.44.255
Brisbane Network (Signalling & Media)	203.55.228.192/26	203.55.228.192 - 203.55.228.255
Sydney SBC Cluster (Signalling & Media)	203.55.231.192/26	203.55.231.192 - 203.55.231.255
Melbourne SBC Cluster (Signalling & Media)	203.55.229.192/26	203.55.229.192 - 203.55.229.255
Adelaide SBC Cluster (Signalling & Media)	203.2.134.0/25	203.2.134.0 - 203.2.134.127
Perth SBC Cluster (Signalling & Media)	203.59.49.0/26	203.59.49.0 - 203.59.49.63
Configuration and Firmware (Business Voice services)	203.55.231.64/27 203.206.62.0/27
DNS Servers (for iiNet Internet Customers)	203.0.178.191 203.215.29.191	203.0.178.191 203.215.29.191
NTP Server (Time Sync) (for iiNet Internet Customers)	203.0.178.191	203.0.178.191

Protocols and Ports

Protocol Name	UDP/TCP	Ports used by Protocol
SIP (VoIP Signalling)	Both UDP & TCP	5060, 5061 & 5070
RTP (VoIP Audio/Video)	UDP Only	15000-49999
DNS	Both UDP & TCP	53
NTP (Time Sync)	UDP Only	123
Configuration and Firmware (Business Voice services)	TCP Only	80 & 443

 

• How to turn IMEI Blocking on
• How to turn IMEI Blocking off

How to turn IMEI Blocking on

1. Just call us on 13 22 58. If you're not the account holder, then get the account holder to call us instead.
2. Your request may take up to 24 hours to complete.
   Note: We also recommend ordering a replacement SIM so you can use your TPG Mobile service in a different phone.

 

How to turn IMEI Blocking off

If you get your phone back, follow these steps:

1. Get your phone's IMEI Number by calling *#06# from your phone. The IMEI Number will be shown on your phone screen.
   An International Mobile Equipment Identity (IMEI) Number is a unique code assigned to your phone. It will also be printed on your phone's barcode sticker or the SIM tray, if your phone has one:
   
2. Call us on 13 22 58. If you're not the account holder, then get the account holder to call us instead.
3. Your request may take up to 24 hours to complete.

• Important facts about International Roaming
• How to turn on International Roaming
• How to turn off International Roaming
• How to use your mobile service while roaming
• How to call someone who's roaming
• Data charges while roaming
• Call charges while roaming
• SMS/MMS charges while roaming
• Alternatives to International Roaming

Important facts about International Roaming

• International roaming is turned on by default for all iiNet Mobile customers from 29 November 2023.
• All International Roaming is charged out of your Prepaid Balance. If you don't have enough Prepaid Balance, you won't be able to use your TPG Mobile service overseas until you top up your Prepaid Balance.
• International Roaming is expensive. In addition to higher rates for calls, SMS/MMS and data, you're also charged for receiving calls and MMS. Rates are subject to change - you can look them up on our website.
• You're responsible for all charges accrued by using your mobile service overseas, just like you are when you’re in Australia.
• International Roaming usage info may take up to 48 hours to reach us, which means you won't see up-to-date mobile usage in Toolbox. To check your usage, just log in and hit Mobile Usage like you would in Australia.
• International Roaming may not be available in some destinations. Mobile data, SMS/MMS, or calls may not work on certain overseas networks, or may not work with your phone because it uses a different frequency.
• Network quality, coverage and capability can vary greatly depending on where you are.
• We recommend using alternatives to International Roaming instead.

 

How to turn on International Roaming

Important: Make sure International Roaming is turned on before you leave Australia. If you need to turn on International Roaming after leaving Australia, please call us on +61 8 9214 2222 from any phone.

1. Make sure that you understand rates applicable in your destination.

2. Log in to Toolbox and hit Settings

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

   

4. Select Enable International Roaming.

   

5. You'll get an email/SMS to confirm that International Roaming is turned on. You can top up your prepaid balance to pay for International Roaming usage.

 

How to turn off International Roaming

Note: If you can't log into Toolbox and you need to turn off International Roaming, please call us on +61 8 9214 2222 from any phone.

1. Log in to Toolbox and hit Settings,

2. Set the International Roaming ON/OFF switch to OFF. You'll get an email/SMS to confirm that International Roaming is turned off.

   

 

How to use your mobile service while roaming

• Once you arrive at your destination, make sure roaming is turned on in your phone settings.

• If International Roaming is turned on, your phone should automatically connect to a compatible network. If not, try restarting your phone. 

• If no network displays, you’ll need to manually select a network carrier. Different network carriers will be available in different destinations.

• To make local calls, simply dial the phone number and include any local area codes.

• To make international calls, including calls to Australia, the dialling code should replace the first zero in the phone number. For example, “08 1234 5678” would be dialled as “+618 1234 5678”.
  
  If the first digit of the phone number is not a zero, then just put the dialling code before the entire phone number.

• To get your voicemail, just dial 121 from your phone.
  
  You can also dial +61414121121 using another phone service and follow the prompts to enter your mobile number and voicemail PIN.

 

How to call someone who's roaming

If you're in Australia: Just call their mobile number as usual.

If you're also outside Australia: Replace the first zero in their mobile number with the Australian dialling code, +61. For example, “04 0123 4567” would be dialled as “+614 0123 4567”.

 

Data charges while roaming

All data is charged in 10kB increments. A data session starts when any internet activity begins on your phone, and ends when:

• you turn your mobile device off;
• turn your data connection off;
• switch to flight mode;
• you lose network reception; or
• your phone hasn't sent or received data for a period of time.

Charges	Zone 1	Zone 2	Zone 3
Data	$0.50 per MB (charged per 10kB)	$1.00 per MB (charged per 10kB)	$15.50 per MB (charged per 10kB)

 

Call charges while roaming

While roaming, all calls are all charged in 60-second increments, with a minimum charge of 60 seconds. This charge also applies if you receive a call while roaming, as it covers the cost of re-routing the call from Australia.

Rates vary according to the Zone you're in, which you can look up on our website.

You won't be charged if you don't answer an incoming call.

Charges	Zone 1	Zone 2	Zone 3
Make and receive a call (per minute) ^	$1.00	$2.00	$4.00
Access Voice Mail 121 or +61 414 121 121 (per minute)	$1.00	$2.00	$4.00
Call iiNet Support on +61 8 9214 2222	$0.00	$0.00	$0.00

 

SMS/MMS charges while roaming

Rates vary according to the Zone you're in, which you can look up on our website.

SMS are the original text message, while MMS includes multimedia like pictures and video.

Charges	Zone 1	Zone 2	Zone 3
Sending an SMS	$0.50	$1.00	$1.00
Receiving an SMS	$0.00	$0.00	$0.00
Sending an MMS	Standard Domestic MMS rate + $0.50 per MB	Standard Domestic MMS rate + $1.00 per MB	Standard Domestic MMS rate + $15.50 per MB

 

Alternatives to International Roaming

• Local SIM: If your phone is unlocked, you can buy a SIM from a local mobile provider when you arrive at your destination.
   
• Travel SIM: You can buy a Travel SIM to use overseas, and some Travel SIMs may let you to pay with Australian dollars. If you're buying a Travel SIM, make sure there's enough time for the SIM to be delivered before you leave Australia. 
   
• Wi-Fi: You can use the internet over Wi-Fi without using your mobile data. To stop mobile data being used, turn off mobile data in your phone settings. Apps like Skype and WhatsApp can also be used to make calls and send messages over Wi-Fi.

 

• Can't send SMS or MMS
• Can't send MMS
• iiNet Mobile APN settings
• iiNet Mobile MMS settings

Can't send SMS or MMS

1. Your service may just be affected by an outage or planned maintenance. You can check the Vodafone network map.
2. Even if you're in the iiNet mobile coverage area, certain locations may have a weak mobile signal, like basements, underground tunnels, or large shopping centres.Try sending an SMS/MMS while outside.
3. Are you trying to SMS/MMS an international mobile number? Some international mobile networks just don't support SMS/MMS. If this is the case, you'll need to use an instant messaging app like Messenger, or email.
   If you know that SMS/MMS works in the destination you're sending it to, then check how the mobile number is dialled or saved in your mobile contacts:
   
   - The dialling code should replace the first zero in a mobile number. For example, a London mobile number "07937123123" should be "+447937123123".
   - If the first digit of the mobile number is not a zero, then just put the dialling code before the entire mobile number.
4. If your handset displays an error message like "No Network", "No Service" or "Select Network", follow this guide to manually select your carrier.
   
   Try sending another SMS/MMS after your carrier is selected.
5. Make sure your phone settings have the SMSC (Short Message Service Centre) or MCN (Message Centre Number) set to "+61415011501".
   
   If you can't find your phone in the Vodafone device guides, check the manufacturer's website or run a Google search for a guide on how to do this.
6. Do you have another phone that fits your iiNet SIM? If you can send SMS/MMS on one phone but not another, the phone that can't send SMS/MMS may be damaged or faulty.
7. Still can’t send SMS? Call us on 13 22 58 for assistance.
   
   If you can send SMS but not MMS, try the steps below.

 

Can't send MMS

If you can send SMS but MMS isn't working, try these steps:

1. Make sure the MMS file size, especially video MMS, doesn't exceed the file size limit allowed by your phone.
   
   You'll usually get a popup on your phone telling you if the file is too big.
2. Make sure mobile data is turned on in your phone settings. If mobile data is off, MMS may not work properly.
   
   Check the manufacturer's website or run a Google search if you're not sure how to do this on your phone.
3. Make sure your phone has the following MMS settings:
   
   APN: live.vodafone.com
   MMSC: http://pxt.vodafone.net.au/pxtsend
   MMS Proxy: 10.202.2.60
   
   If you can't find your phone in the Vodafone device guides, check the manufacturer's website or run a Google search for a guide on how to do this.
4. Still can’t send MMS? Call us on 13 22 58 and we'll help you out.

 

iiNet Mobile APN settings

Most phones will automatically detect your APN based on your SIM, and you won't need (or be able) to adjust these settings.

If your phone asks you to choose from a list of providers, pick Vodafone.

• Name: VF WEB
• APN: live.vodafone.com
• APN type: default
• MCC: 505
• MNC: 3

 

iiNet Mobile MMS settings

Most phones will automatically detect your MMS settings based on your SIM, and you won't need (or be able) to adjust these settings.

• Name: Vodafone AU-MMS
• APN: hos
• APN type: mms
• MMSC: http://pxt.vodafone.net.au/pxtsend
• MMS Proxy: 10.202.2.60
• MMS Port: 8080
• MCC: 505
• MNC: 3

 

• Can't make or receive calls
• Can’t make International calls
• Can’t make premiums calls

Can't make or receive calls

1. iiNet Mobile operates on the Vodafone network. Check for any network maintenance or upgrade in your area on the Vodafone website.
2. Make sure you are inside the network coverage area.
3. Certain locations may prevent a mobile signal, such as basements, underground tunnels, or large shopping centres. Attempt to make a call while outside and/or above ground level.
4. Ensure your mobile phone has power. Depleted batteries may require charging.
5. Make sure that Flight Mode or Airplane Mode is turned off:
    
   - On Android phones, use two fingers to swipe down from the top of the screen and then tap the Flight Mode icon to turn it on or off.
   
   
   - On iPhones, swipe down from the top right of the screen and then tap the Airplane Mode icon to turn it on or off.
   

6. Make sure that Do Not Disturb mode is turned off:
    
   - On Android phones, please follow this guide from Google Support.

   - On iPhones, please follow this guide from Apple Support.

7. Does your phone show "Line 2"? Hold the # key on your phone until a message like “Change Phone Line” comes up on the screen, and then hit OK.
   
   If this doesn't work, check the manufacturer's website for a guide on how to turn off Line 2.
   
   Line 2 is a feature like Call Waiting that is used by some international networks, but it doesn't work in Australia and it will stop you from making calls.
8. If you suspect your phone is faulty due to age and/or wear and tear, we recommend getting another phone for troubleshooting.
9. If your phone displays an error message like "No Network", "No Service" or "Select Network", follow this guide to manually select your carrier.
10. Log into Toolbox and make sure that Call Barring is turned off by following this guide.
11. Attempt to make a call.
12. Power cycle your mobile phone by turning it off for two minutes and then turning it on again.
13. Wait for your phone to reboot, and then check your signal strength.
14. Attempt to make a call.
15. If you still can’t make calls, please use an alternate phone service to call us on 13 22 58 for further assistance. If you don’t have access to a working phone service, please contact us on Live Chat.

 

Can’t make International calls

If you can make local or Standard National calls but can’t call International numbers, try these steps:

1. Log into Toolbox and make sure that Call Barring for Bar All Outgoing International Calls is turned off by following this guide.
2. Make sure that the number is dialled correctly:
   
   - The dialling code should replace the first zero in a mobile number. For example, a London mobile number "07937123123" should be "+447937123123".
   - If the first digit of the mobile number is not a zero, then just put the dialling code before the entire mobile number.
3. Confirm that the number you’re calling isn’t for a High Risk Calling Destination. If you need to call these destinations, please call us on 13 22 58.
4. Some iiNet Mobile plans have a monthly quota for International Minutes, or only include International calls for select destinations.
   
   - You can check your International Minutes in Toolbox by selecting Mobile Usage.
    
   - If you’ve used all your International Minutes or you’re trying to call a destination that isn’t included on your iiNet Mobile plan, you can Top up your Prepaid Balance to make the call. The applicable call rates can be found on the iiNet website.

 

Can’t make premiums calls

Calls to premium rate numbers (e.g. beginning with 19, 1900, 1901 or 1902) are not available on iiNet Mobile. There is no way to enable these calls.