Your modem will take care of the hard stuff like internet settings, but we’ll need your help to plug it in. The main cables you need will come in the box, and you can grab extra Ethernet cables from the shops if you need them.
These instructions will work for all iiNet FTTH services, including OptiComm or RedTrain.
Select your modem to get started:
 |
VX420-G2V Modem |
 |
Smart Modem Gateway (VX420-G2H) |
 |
VX220-G2V Modem |
 |
TP-Link VR1600v |
 |
TG-789 Broadband Gateway |
VX420-G2V Modem
- Connect the power cable from your modem's Power Port to an electrical outlet.
- Connect the included Ethernet cable from the blue WAN port on your modem to the LAN1 or Ethernet 1 port on your FTTH Connection Box. Examples of connection boxes can be found here.
- Make sure the electrical outlet for your modem is on, and press the modem's Power button.
- To plug in additional devices via Ethernet cable, simply connect the Ethernet cables to any of the four yellow LAN ports on your modem.
- If you wish to use your iiNet Netphone service, plug a compatible handset into the green Phone port on your modem.
- If you wish to connect your devices via Wi-Fi, you'll find the Wi-Fi name and password on the barcode sticker on the back of your modem.
- Next, it's time to configure your modem settings. On a device that's connected to your modem via Ethernet or Wi-Fi, visit http://192.168.1.1.
- Log in with the default username admin and default password admin, or use your custom login details.
- Select Internet.
- Enter the following settings and hit Save. Allow up to 5 minutes for the new settings to apply.
Username: Your FTTH broadband username (this can be found in emails about your FTTH service)
Password: Your FTTH broadband password (please use our password reset tool if you've forgotten your password)
Confirm Password: Your FTTH broadband password
- Check the lights on your modem. If the Internet light is green, you're online!
We recommend connecting over the 5GHz Wi-Fi channel for faster performance. See Improving Wi-Fi Signal.
Smart Modem Gateway (VX420-G2H)
- Connect the power cable from your modem's Power Port to an electrical outlet.
- Connect the included Ethernet cable from the blue WAN port on your modem to the LAN1 or Ethernet 1 port on your FTTH Connection Box. Examples of connection boxes can be found here.
- Make sure the electrical outlet for your modem is on, and press the modem's Power button.
- To plug in additional devices via Ethernet cable, simply connect the Ethernet cables to any of the four yellow LAN ports on your modem.
- If you wish to use your iiNet Netphone service, plug a compatible handset into the green Phone port on your modem.
- If you wish to connect your devices via Wi-Fi, you'll find the Wi-Fi name and password on the barcode sticker on the back of your modem.
- Next, it's time to configure your modem settings. On a device that's connected to your modem via Ethernet or Wi-Fi, visit http://192.168.1.1.
- Log in with the default username admin and default password admin, or use your custom login details.
- Select Internet.
- Enter the following settings then hit Save. Allow up to 5 minutes for the new settings to apply.
Username: Your FTTH broadband username (this can be found in emails about your FTTH service)
Password: Your FTTH broadband password (please use our password reset tool if you've forgotten your password)
Confirm Password: Your FTTH broadband password
- Check the lights on your modem. If the Internet light is green, you're online!
We recommend connecting over the 5GHz Wi-Fi channel for faster performance. See Improving Wi-Fi Signal.
VX220-G2V Modem
- Connect the power cable from your modem's Power Port to an electrical outlet.
- Connect the included Ethernet cable from the blue WAN port on your modem to the LAN1 or Ethernet 1 port on your FTTH Connection Box. Examples of connection boxes can be found here.
- Make sure the electrical outlet for your modem is on, and press the modem's Power button.
- To plug in additional devices via Ethernet cable, simply connect the Ethernet cables to any of the four yellow LAN ports on your modem.
- If you wish to use your iiNet Netphone service, plug a compatible handset into the green Phone port on your modem.
- If you wish to connect your devices via Wi-Fi, you'll find the Wi-Fi name and password on the barcode sticker on the back of your modem.
- Next, it's time to configure your modem settings. On a device that's connected to your modem via Ethernet or Wi-Fi, visit http://192.168.1.1.
- Log in with the unique default password found on your modem's barcode sticker, or use your custom password.
- Select Internet.
- Enter the following settings then hit Save. Allow up to 5 minutes for the new settings to apply.
Username: Your FTTH broadband username (this can be found in emails about your FTTH service)
Password: Your FTTH broadband password (please use our password reset tool if you've forgotten your password)
Confirm Password: Your FTTH broadband password
- Check the lights on your modem. If the Internet light is blue, you're online!
We recommend connecting over the 5GHz Wi-Fi channel for faster performance. See Improving Wi-Fi Signal.
TP-Link VR1600v
- Connect the power cable from your modem's Power Port to an electrical outlet.
- Connect the included Ethernet cable from the blue WAN port on your modem to the LAN1 or Ethernet 1 port on your FTTH Connection Box. Examples of connection boxes can be found here.
- Make sure the electrical outlet for your modem is on, and press the modem's Power button.
- To plug in additional devices via Ethernet cable, simply connect the Ethernet cables to any of the four yellow LAN ports on your modem.
- If you wish to use your iiNet Netphone service, plug a compatible handset into the grey Phone1 port on your modem.
- If you wish to connect your devices via Wi-Fi, you'll find the Wi-Fi name and password on the barcode sticker on the back of your modem.
- Next, it's time to configure your modem settings. On a device that's connected to your modem via Ethernet or Wi-Fi, visit http://192.168.1.1.
- Log in with the default username admin and default password admin, or use your custom login details.
- Select PPPoE.
- Enter the following settings:
Username: Your FTTH broadband username (this can be found in emails about your FTTH service)
Password: Your FTTH broadband password (please use our password reset tool if you've forgotten your password)
Confirm Password: Your FTTH broadband password
- Hit Save to finish and allow up to 5 minutes for the new settings to apply.
- Check the lights on your modem. If the Internet light is green, you're online!
We recommend connecting over the 5GHz Wi-Fi channel for faster performance. See Improving Wi-Fi Signal.
TG-789 Broadband Gateway
- Connect the power cable from your modem's Power Port to an electrical outlet.
- Connect the included Ethernet cable from the red WAN port on your modem to the LAN1 or Ethernet 1 port on your FTTH Connection Box. Examples of connection boxes can be found here.
- Make sure the electrical outlet for your modem is on, and press the modem's Power button.
- Allow 15 minutes for your modem to boot up and connect automatically.
- Check the lights on your modem. If the Internet light is green, you can start connecting your devices and getting online.
- To plug in additional devices via Ethernet cable, simply connect the Ethernet cables to any of the four yellow LAN ports on your modem.
- If you wish to use your iiNet Netphone service, plug a compatible handset into the green Phone1 port on your modem.
- If you wish to connect your devices via Wi-Fi, you'll find the Wi-Fi name and password on the barcode sticker on the base of your modem.
We recommend connecting over the 5GHz Wi-Fi channel for faster performance. See Improving Wi-Fi Signal.
FTTH Connection Box examples
ALLOPTIC home 4000
NEC ME200
Huawei HG8247
Dasan H690R
Here's everything you need to know about iiNet Ultra Broadband Fibre-to-the-Building, or FTTB.
Select one of the links below to jump to a query:
- Where is Ultra Broadband FTTB available?
- What is FTTB?
- What do I need for an Ultra Broadband FTTB connection?
- How long does it take to get connected to FTTB?
- What happens when FTTB is installed?
- Can I use existing wiring/smart wiring?
- Will my medical alarm, security alarm, EFTPOS machine or fax machine work on the FTTB network?
Where is Ultra Broadband FTTB available?
The iiNet Ultra Broadband FTTB network is available in select buildings nationwide. Just check your address on our website.
What is FTTB?
Fibre to the Building is a type of internet where fibre optic cable leads to the building's Main Distribution Frame (MDF), typically in the basement or in a locked telecommunications cabinet. From there, the building's internal copper cabling runs from the MDF to the wall socket in your unit.
What do I need for an Ultra Broadband FTTB connection?
We'll provide an iiNet modem. If you'd like to use the included FTTB Phone service to make calls over the internet, you'll need a VoIP-compatible phone to plug into your modem.
Some premises may also require a Network Termination Unit (NTU). If this is the case, we’ll supply this to you without charge. The NTU remains the property of iiNet and should not be removed from the premises once installed.
Note: You must use the iiNet modem to get online. You can connect your own Wi-Fi router to the iiNet modem if you want to.
How long does it take to get connected to FTTB?
Most FTTB connections are completed within 10 business days, but some may take up to 20 business days, subject to installer availability.
What happens when FTTB is installed?
If an FTTB installer is required to visit your premises, we'll be in touch to book a suitable appointment with you. An installation may not be needed if FTTB has been connected at your address before.
Can I use existing wiring/smart wiring?
Your existing smart wiring setup may need to be re-wired to work with FTTB. If this is the case, you'll need to hire a registered cabler if you'd like to have any additional home network wiring installed or to re-wire your existing cabling.
Note: An FTTB installation does not include additional home network wiring beyond the installation of the Network Boundary Point (your side of the building’s Main Distribution Frame).
Will my medical alarm, security alarm, EFTPOS machine or fax machine work on the FTTB network?
Many types of devices that are normally connected to phone lines (such as medic alarms, back-to-base alarms, EFTPOS machines, fax machines and more) can work over the FTTB network, however, please contact the service provider to make sure - you may need to order a specific type of phone service or move to a data-based solution.
Please note that iiNet does not offer a Priority Assistance service. If you have Priority Assistance or believe you may be eligible, please consider this before lodging your order.
If your iiNet Ultra FTTB service is having dropouts, it means your internet will go offline and come back online intermittently. These steps will help you identify the issue.
- Visit our Network Status page to see any known issues in your area that may be affecting your connection.
- Turn off your modem and leave it off for at least 10 seconds.
- Turn your modem back on and wait for the modem lights to settle. Continue monitoring for dropouts.
- Do you have any devices connected to your modem with an Ethernet cable? If these devices stay connected when devices on WiFi drop out, switch to troubleshooting WiFi Dropouts.
- If you have a Network Termination Unit (NTU) and you notice any of the following status light behaviours after restarting, please call us on 13 22 58 for assistance:
Adtran® 422G Gfast NTU - Flashing green G.Fast light
Note: Make sure the phone cable is not longer than 1 metre.
LEA Networks NTU - Flashing green OUT or Warning light
Power/DIAG NTU - Red DIAG light
- Ensure your modem is connected correctly, with cables in good condition and plugged in securely. Replace any damaged cables.
- Still getting dropouts? Call us on 13 22 58 for further assistance.
If your Ultra Broadband FTTB service is offline, you won’t be able to visit a website, browse, stream, or download. Email and any other services that use the internet will not work. These steps will help you identify the issue.
- Visit our Network Status page to see if any known issues in your area are affecting your connection.
- Locate your iiNet FTTB modem and ensure that it's connected correctly, with cables in good condition and plugged in securely. Replace any damaged cables.
- Turn off the electrical outlet for your modem and leave it off for at least 10 seconds.
- Turn the outlet back on and wait for the modem lights to settle, then attempt to view a website.
- If you have a Network Termination Unit (NTU) and you notice any of the following status light behaviours after restarting, please call us on 13 22 58 for assistance:
Adtran® 422G Gfast NTU - Flashing green G.Fast light
Note: Make sure the phone cable is not longer than 1 metre.
LEA Networks NTU - Flashing green OUT or Warning light
Power/DIAG NTU - Red DIAG light - Attempt to view a website on a device connected to your modem via Ethernet cable, not Wi-Fi. If Ethernet works but Wi-Fi doesn't, see troubleshooting Wi-Fi No Connection.
- If you can view websites on some devices but not others, see our guide on Browsing issues.
- If you still can't view a website, call us on 13 22 58 for further assistance.
If your iiNet Ultra FTTB service is running slowly, these steps will help you identify the issue.
- Visit our Network Status page to see any known issues in your area that may be affecting your service speed.
- Turn off your modem and leave it off for at least 10 seconds.
- Turn your modem back on and wait for the modem lights to settle, then run a speed test.
- Do you have any devices connected to your modem with an Ethernet cable? If speeds on these devices are fine but devices on WiFi are slow, switch to Troubleshooting WiFi speed.
- Unplug all other devices connected to your modem's Ethernet ports (except the device you are testing, if applicable).
- Turn off or disconnect all other devices connected to your modem's WiFi (except the device you are testing, if applicable).
- On the device you are testing, close all programs that are using your broadband connection, then run a speed test.
- If your speed has improved on a single device, you may need to upgrade your nbn plan to provide the bandwidth necessary to support more programs and/or devices. You can change your plan in Toolbox or call us on 13 19 17 to discuss.
- Make sure your modem’s Ethernet cables are in good condition, with “CAT6” or “CAT5e” printed on them. Replace any damaged cables.
Note: Older Cat5 Ethernet cables are not recommended for FTTB services. - Perform a scan on your antivirus/anti-malware software. If any infections are detected, make sure they are quarantined and removed. Please contact your software’s Customer Support if you need assistance.
- Firewalls may affect broadband performance. Temporarily disable any firewalls and run a speed test.
- If you still have speed issues, please call us on 13 22 58 for further assistance.
Your modem will take care of the hard stuff like internet settings, but we’ll need your help to plug it in. The main cables you need will come in the box, and you can grab extra Ethernet cables from the shops if you need them.
Select your hardware to get started:
VX420-G2V Modem
- Connect the power cable from your modem's Power port to an electrical outlet.
- Connect a phone cable from the grey DSL port on your modem to your telephone wall socket.
- Make sure the electrical outlet for your modem is on, and press the modem's ON/OFF button.
- Allow 15 minutes for your modem to boot up and connect automatically.
- Check the lights on your modem. If the Internet light is green, you can start connecting your devices and getting online.
- To plug in additional devices via Ethernet cable, simply connect the Ethernet cables to any of the four yellow LAN ports on your modem.
- If you wish to use your FTTB Phone service, plug a compatible handset into the green PHONE port on your modem.
- If you wish to connect your devices via Wi-Fi, you'll find the Wi-Fi name and password on the modem's barcode sticker.
Your modem will automatically connect your devices to the best Wi-Fi network possible (i.e. 5GHz). Older devices may only be able to connect to the slower 2.4GHz Wi-Fi. See Improving Wi-Fi Signal.
VX420-G2V Modem and a Gfast Network Termination Unit (NTU)
Note: The Adtran® Gfast NTU is supplied with our FTTB250 and FTTB Max plans.
- Turn off the power outlet and unplug any power cables.
- Use the power cables to connect the Power port on your modem and NTU to power outlets.
- Use an ethernet cable to connect your modem’s blue WAN port to your NTU's LAN port.
- Use a phone cable to connect your NTU's Gfast port to your phone wall socket.
- Turn on the power outlet and press your modem’s ON/OFF button.
- .Allow 15 minutes for your modem to boot up and connect automatically.
- Check the lights on your modem. If the Internet light is green, you can start connecting your devices and getting online.
- To plug in additional devices via Ethernet cable, simply connect the Ethernet cables to any of the four yellow LAN ports on your modem.
- If you wish to use your FTTB Phone service, plug a compatible handset into the green PHONE port on your modem.
- If you wish to connect your devices via Wi-Fi, you'll find the Wi-Fi name and password on the modem's barcode sticker.
Your modem will automatically connect your devices to the best Wi-Fi network possible (i.e. 5GHz). Older devices may only be able to connect to the slower 2.4GHz Wi-Fi. See Improving Wi-Fi Signal.
VX420-G2V Modem with a Network Termination Unit (NTU)
- Connect the power cables from your modem's Power Port to an electrical outlet.
- Connect the power cables from your Network Termination Unit (NTU)'s Power Port to an electrical outlet.
- Connect the included phone cable from your modem's grey DSL port to the NTU's LINE port.
Note: This port may be labelled MODEM if you have an older model of NTU. The port is always located on the right-hand side of the NTU. - Connect the other included phone cable from your NTU's LINE + POWER port to your telephone wall socket.
Note: This port may labelled UPLINK if you have an older model of NTU. The port is always located on the left-hand side of the NTU. - Make sure the electrical outlets for both devices are on, and press the modem's Power button.
- Allow 15 minutes for your modem to boot up and connect automatically.
- Check the lights on your modem. If the Internet light is green, you can start connecting your devices and get online.
- To plug in additional devices via Ethernet cable, simply connect the Ethernet cables to any of the four yellow LAN ports on your modem.
- If you wish to use your FTTB Phone service, plug a compatible handset into the green PHONE port on your modem.
- If you wish to connect your devices via Wi-Fi, you'll find the Wi-Fi name and password on the barcode sticker at the bottom of your modem.
We recommend connecting over the 5GHz Wi-Fi channel for faster performance. See Improving Wi-Fi Signal.
Smart Modem Gateway (VX420-G2H)
Please note: If you choose to re-use your Smart Modem Gateway for Ultra FTTB, your FTTB Phone VoIP service will not work.
- Connect the power cable from your modem's Power Port to an electrical outlet.
- Connect the included phone cable from the grey DSL port on your modem to your telephone wall socket.
- Make sure the electrical outlet for your modem is on, and press the modem's Power button.
- Allow 15 minutes for your modem to boot up and connect automatically.
- Check the lights on your modem. If the Internet light is green, you can start connecting your devices and get online.
- To plug in additional devices via Ethernet cable, simply connect the Ethernet cables to any of the four yellow LAN ports on your modem.
- If you wish to connect your devices via Wi-Fi, you'll find the Wi-Fi name and password on the barcode sticker at the bottom of your modem.
We recommend connecting over the 5GHz Wi-Fi channel for faster performance. See Improving Wi-Fi Signal.
Smart Modem Gateway (VX420-G2H) with a Network Termination Unit (NTU)
Please note: If you choose to re-use your Smart Modem Gateway for Ultra FTTB, your FTTB Phone VoIP service will not work.
- Connect the power cables from your modem's Power Port to an electrical outlet.
- Connect the power cables from your Network Termination Unit (NTU)'s Power Port to an electrical outlet.
- Connect the included phone cable from your modem's grey DSL port to the NTU's LINE port.
Note: This port may be labelled MODEM if you have an older model of NTU. The port is always located on the right-hand side of the NTU. - Connect the other included phone cable from your NTU's LINE + POWER port to your telephone wall socket.
Note: This port may labelled UPLINK if you have an older model of NTU. The port is always located on the left-hand side of the NTU. - Make sure the electrical outlets for both devices are on, and press the modem's Power button.
- Allow 15 minutes for your modem to boot up and connect automatically.
- Check the lights on your modem. If the Internet light is green, you can start connecting your devices and get online.
- To plug in additional devices via Ethernet cable, simply connect the Ethernet cables to any of the four yellow LAN ports on your modem.
- If you wish to connect your devices via Wi-Fi, you'll find the Wi-Fi name and password on the barcode sticker at the bottom of your modem.
We recommend connecting over the 5GHz Wi-Fi channel for faster performance. See Improving Wi-Fi Signal.
VX220-G2V Modem
- Connect the power cable from your modem's Power port to an electrical outlet.
- Connect a phone cable from the grey DSL port on your modem to your telephone wall socket.
- Make sure the electrical outlet for your modem is on, and press the modem's ON/OFF button.
- Allow 15 minutes for your modem to boot up and connect automatically.
- Check the lights on your modem. If the Internet light is blue, you can start connecting your devices and getting online.
- To plug in additional devices via Ethernet cable, simply connect the Ethernet cables to any of the four yellow LAN ports on your modem.
- If you wish to use your iiNet FTTB Phone service, plug a compatible handset into the green PHONE port on your modem.
- If you wish to connect your devices via Wi-Fi, you'll find the Wi-Fi name and password on the modem's barcode sticker.
Your modem will automatically connect your devices to the best Wi-Fi network possible (i.e. 5GHz). Older devices may only be able to connect to the slower 2.4GHz Wi-Fi. See Improving Wi-Fi Signal.
VX220-G2V Modem with a Network Termination Unit (NTU)
- Connect the power cables from your modem's Power Port to an electrical outlet.
- Connect the power cables from your Network Termination Unit (NTU)'s Power Port to an electrical outlet.
- Connect the included phone cable from your modem's grey DSL port to the NTU's LINE port.
Note: This port may be labelled MODEM if you have an older model of NTU. The port is always located on the right-hand side of the NTU. - Connect the other included phone cable from your NTU's LINE + POWER port to your telephone wall socket.
Note: This port may labelled UPLINK if you have an older model of NTU. The port is always located on the left-hand side of the NTU. - Make sure the electrical outlets for both devices are on, and press the modem's Power button.
- Allow 15 minutes for your modem to boot up and connect automatically.
- Check the lights on your modem. If the Internet light is blue, you can start connecting your devices and get online.
- To plug in additional devices via Ethernet cable, simply connect the Ethernet cables to any of the four yellow LAN ports on your modem.
- If you wish to use your iiNet FTTB Phone service, plug a compatible handset into the green PHONE port on your modem.
- If you wish to connect your devices via Wi-Fi, you'll find the Wi-Fi name and password on the barcode sticker at the bottom of your modem.
We recommend connecting over the 5GHz Wi-Fi channel for faster performance. See Improving Wi-Fi Signal.
TP-Link VR1600v
- Connect the power cable from your modem's Power Port to an electrical outlet.
- Connect the included phone cable from the grey DSL port on your modem to your telephone wall socket.
- Make sure the electrical outlet for your modem is on, and press the modem's Power button.
- Allow 15 minutes for your modem to boot up and connect automatically.
- Check the lights on your modem. If the Internet light is green, you can start connecting your devices and get online.
- To plug in additional devices via Ethernet cable, simply connect the Ethernet cables to any of the four yellow LAN ports on your modem.
- If you wish to use your FTTB Phone service, plug a compatible handset into the grey Phone1 port on your modem.
- If you wish to connect your devices via Wi-Fi, you'll find the Wi-Fi name and password on the barcode sticker at the bottom of your modem.
We recommend connecting over the 5GHz Wi-Fi channel for faster performance. See Improving Wi-Fi Signal.
TP-Link VR1600v with a Network Termination Unit (NTU)
- Connect the power cables from your modem's Power Port to an electrical outlet.
- Connect the power cables from your Network Termination Unit (NTU)'s Power Port to an electrical outlet.
- Connect the included phone cable from your modem's grey DSL port to the NTU's LINE port.
Note: This port may be labelled MODEM if you have an older model of NTU. The port is always located on the right-hand side of the NTU. - Connect the other included phone cable from your NTU's LINE + POWER port to your telephone wall socket.
Note: This port may labelled UPLINK if you have an older model of NTU. The port is always located on the left-hand side of the NTU. - Make sure the electrical outlets for both devices are on, and press the modem's Power button.
- Allow 15 minutes for your modem to boot up and connect automatically.
- Check the lights on your modem. If the Internet light is green, you can start connecting your devices and get online.
- To plug in additional devices via Ethernet cable, simply connect the Ethernet cables to any of the four yellow LAN ports on your modem.
- If you wish to use your FTTB Phone service, plug a compatible handset into the grey Phone1 port on your modem.
- If you wish to connect your devices via Wi-Fi, you'll find the Wi-Fi name and password on the barcode sticker at the bottom of your modem.
We recommend connecting over the 5GHz Wi-Fi channel for faster performance. See Improving Wi-Fi Signal.
Here's everything you need to know about iiNet Ultra Broadband Cable.
Select one of the links below to jump to a query:
- Where is Ultra Broadband Cable available?
- What do I need for Ultra Broadband Cable?
- Will Ultra Broadband Cable be replaced by the nbn®?
- What happens when Ultra Broadband Cable is installed?
Where is Ultra Broadband Cable available?
The iiNet Ultra Broadband Cable network is available in select areas across Geelong, Mildura, and Ballarat. The easiest way to confirm availability is to check your address on our website.
What do I need for Ultra Broadband Cable?
We'll provide an iiNet Cable modem. If you'd like to use the included Cable Phone VoIP service to make calls over the internet, you'll need a VoIP-compatible phone to plug into your modem.
Note: You must use the iiNet Cable modem to get online. You can connect your own Wi-Fi router to the iiNet Cable modem if you want to.
Will Ultra Broadband Cable be replaced by the nbn®?
iiNet Ultra Broadband Cable will not be affected by the nbn rollout. It is a future-ready network that delivers a high performance alternative to the nbn.
If you are an existing Cable customer, please ignore any nbn notifications that you may receive telling you that your broadband will be disconnected as part of the nbn rollout. You don’t have to switch to the nbn.
What happens when Ultra Broadband Cable is installed?
If a Cable installer is required to visit your premises, we'll be in touch to book a suitable appointment with you. The installer will complete your connection and run a test to make sure you can get online.
Note: If your iiNet Cable modem hasn't been delivered before your Cable installation, don't worry. The technician will use their own modem to test the connection, and you can plug in your iiNet Cable modem once it's delivered.
If your Ultra Broadband Cable service is having dropouts, it means your internet will go offline and come back online intermittently. These steps will help you identify the issue.
- Visit our Network Status page to see any known issues in your area that may be affecting your connection.
- Turn off your modem and leave it off for at least 10 seconds.
- Turn both outlets back on and wait for the modem lights to settle. Continue monitoring for dropouts.
- When your connection drops out, check other devices connected to your modem via Wi-Fi or Ethernet cable to see if they've dropped out, too.
- If devices connected via Ethernet cable stay online when devices connected via Wi-Fi drop out, switch to troubleshooting Wi-Fi Dropouts.
- Ensure your modem is connected correctly, with cables in good condition and plugged in securely. Replace any damaged cables.
- Still getting dropouts? Call us on 13 22 58 for further assistance.
If your Ultra Broadband Cable service is offline, you won’t be able to visit a website, browse, stream, or download. Email and any other services that use the internet will not work. These steps will help you identify the issue.
- Visit our Network Status page to see if any known issues in your area are affecting your connection.
- Locate your iiNet Cable modem and ensure that it's connected correctly, with cables in good condition and plugged in securely. Replace any damaged cables.
- Turn off the electrical outlet for your modem and leave it off for at least 10 seconds.
- Turn the outlet back on and wait for the modem lights to settle, then attempt to view a website.
- Attempt to view a website on a device connected to your modem via Ethernet cable, not Wi-Fi. If Ethernet works but Wi-Fi doesn't, see troubleshooting Wi-Fi No Connection.
- If you can view websites on some devices but not others, see our guide on Browsing issues.
- If you still can't view a website, call us on 13 22 58 for further assistance. To investigate your connection issue, we'll need your Cable modem's Serial Number and CMAC Number, which are found on the barcode sticker:
Example: CG3000
Example: CG2200
Example: EPC3940L
If your Ultra Broadband Cable service is running slowly, these steps will help you identify the issue.
- Visit our Network Status page to see any known issues in your area that may be affecting your service speed.
- Turn off your modem and leave it off for at least 10 seconds.
- Turn your modem back on and wait for the modem lights to settle, then run a speed test.
- Do you have any devices connected to your modem with an Ethernet cable? If speeds on these devices are fine but devices on WiFi are slow, switch to Troubleshooting WiFi speed.
- Unplug all other devices connected to your modem's Ethernet ports (except the device you are testing, if applicable).
- Turn off or disconnect all other devices connected to your modem's WiFi (except the device you are testing, if applicable).
- On the device you are testing, close all programs that are using your broadband connection, then run a speed test.
- If your speed has improved on a single device, you may need to upgrade your nbn plan to provide the bandwidth necessary to support more programs and/or devices. You can change your plan in Toolbox or call us on 13 19 17 to discuss.
- Make sure your modem’s Ethernet cables are in good condition, with “CAT6” or “CAT5e” printed on them. Replace any damaged cables.
Note: Older Cat5 Ethernet cables are not recommended for Cable services. - Perform a scan on your antivirus/anti-malware software. If any infections are detected, make sure they are quarantined and removed. Please contact your software’s Customer Support if you need assistance.
- Firewalls may affect broadband performance. Temporarily disable any firewalls and run a speed test.
- If you still have speed issues, please call us on 13 22 58 for further assistance.