iiNet |

This article will help you understand your iiNet invoice.

You can download your invoices from Toolbox. If you've never logged in to Toolbox before, please see An Introduction to Toolbox.

Your Account Number and Invoice Number are displayed here.

You can use these as a reference if you need to contact us.
Your Opening Balance, Bill Amount and total Amount Due give a top line view of charges incurred and owing.
Your Payment Due Date is the date on which payment must be made.

Note - Direct debit payments may be taken up to 3 working days prior to this.
Your Account Summary displays a summary of the charges for each type of service you have.
Any payments you've made manually since your last invoice are shown here.
This section displays any adjustments made to your previous invoice.
Invoice charge details gives you a more detailed breakdown of charges.
This includes the period any charges cover.

iiNet services are billed monthly in advance - so a January invoice will include charges for February.
Any pro-rated charges are for part of the month only.

For example, this can happen if you change plans partway through the month.
Zero cost services such as mailboxes appear with no charges.
Excess usage charges such as PAYG calls are displayed here.

Follow the steps below or watch the video to check the status of any orders you've placed with us in Toolbox.

If you've never logged into Toolbox before, please see an Introduction to Toolbox.

Log in to Toolbox with your broadband username and password.
Any order in progress appears on the Installation Tracker of the Dashboard.
The Installation Tracker shows you details of each order step.
A tick appears beside any completed step.
The current status of your order is highlighted in orange.
If your NBN™ order requires an appointment, the date and time will be displayed.
Click "request to reschedule" to reschedule your appointment if required.

For more details, see Rescheduling your NBN connection in Toolbox.

Please click the links below for handy information relating to orders & installations.

These instructions will work for all versions of Windows.

On your keyboard, hold the Windows key and press the R key to open the Run program.
In the Run program, type "ncpa.cpl" and hit the Enter key, or select OK.
Right click on your Wireless network and select Status.
Select Wireless Properties.
Select the Security tab, then Show characters to reveal the WiFi password saved for that network.

Note: You may be prompted to enter the computer's admin password before the WiFi password is shown.

Why was my payment taken before the due date?

Direct debit payments are taken up to 3 working days before the due date to allow time for the payment to clear.

For same-day invoice payments, please switch your payment method to a credit card in Toolbox, as these payments can process instantly.

Why am I paying in advance?

All iiNet services are billed monthly in advance. Having your service charges covered for a month in advance allows you to change plans or move house with fewer service disruptions due to unpaid bills.

What happens when I change my plan?

When you change your plan:

Any charges you paid in advance for your old plan will be credited back to your account.
You’ll be billed one month in advance at the rate for your new plan instead.
The resulting invoice alignments will be shown on your next invoice.
When downgrading to a cheaper plan, your next invoice may be lower than usual due to the credit you received for your old plan.
When upgrading to a more expensive plan, your next invoice will be higher than usual due to the charges for your new plan.

Why is my bill higher than expected after a plan upgrade?

When you upgrade your plan, it’s not a simple matter of adding $10 or $20 to your next bill. Our billing system needs to calculate the charges for your previous and current billing periods, as well as charge for a month in advance.

For example: If you upgraded to a $99.99/mth plan from a $79.99/mth plan on 8 April (that’s currently paid in advance to 24 May) here’s what would be charged on your next invoice to cover fees up to 24 June.

Billing period	Action taken	Example fees on your next invoice	Example fees if you had not upgraded	Description
PREVIOUS MONTH (17 days pro-rata)	Credit for your old plan from 8 April to 24 April Charge for your new plan for 8 April to 24 April	-$45.33 $56.66	$0	Charges you previously paid for your old plan are credited back from the date of the plan change. This time is then charged at the rate for your new plan.
CURRENT MONTH	Credit for your old plan from 25 April to 24 May Charge for your new plan for 25 April to 24 May	-$79.99 $99.99	$0	A month of charges you previously paid for your old plan are credited back. The month is then charged at the rate for your new plan.
ONE MONTH IN ADVANCE	Charge for your new plan for 25 May to 24 June	$99.99	$79.99	A standard charge for your new plan one month in advance.
Total charge on next invoice		$131.32	$79.99	The difference of $51.33 accounts for 2 months and 17 days on the new $99.99 plan (2.57 months x $20/month).

If you have any questions, please send us an invoice query.

Why have I only been charged for part of a month?

You only get charged for the time you have an active broadband service or a particular plan. If you:

Have a broadband service activated partway through the month; or
Change plans partway through the month;

Then you’ll only be charged for part of the month, instead of the full month.

For more information, including detailed examples, see Understanding Invoice Alignments.

What should I do if I don’t understand a charge on my invoice?

If you have any issues with your iiNet bill, please send us an invoice query.

Once your hardware has been dispatched, you’ll receive an email and/or SMS with a tracking number.
Visit the StarTrack website.
Enter your tracking number and click Track. The results will give you an estimated delivery timeframe.

Delivery notifications

You will receive notifications directly from StarTrack:

when hardware has been dispatched;
when the parcel is on board for delivery;
when delivery is attempted;
when your parcel is awaiting collection;
on successful delivery.

Delivery timeframes

Please allow 2-3 working days for your delivery. Deliveries to rural or regional areas may take an additional 2 working days.

Missed deliveries

If you aren't home when StarTrack attempts delivery, they'll leave a card in your mailbox. Your delivery will be held for collection at a StarTrack location or your Local Post Office (LPO) for 7 days before being returned to us.

Note: Missed deliveries will still show as “Delivered” in the hardware tracker.

If your hardware is returned to us, please contact us to request re-delivery.

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

Types of technician appointments

Service installation with our wholesaler or contractors
Service fault investigation with our wholesaler or contractors

Important Appointment Advice
During your visit

Types of technician appointments

Service installation with our wholesaler or contractors

This may include:

Installation of new equipment inside, such as a connection box or wall outlet.
Installation of new equipment outside, such as a premises connection device.
Installation of new cabling to connect your premises to the relevant broadband network.
Testing of the equipment to ensure connectivity.
Connecting your modem (in some cases, you may need to do this yourself).

Service fault investigation with our wholesaler or contractors

This may include:

Testing of your existing equipment inside the premises.
Testing of your existing equipment outside the premises.
Replacement of any faulty equipment.

Important Appointment Advice

All appointments will have a 4-hour window during which the technician is expected to arrive, e.g. 8 AM – 12 PM.

If you need to reschedule an nbn connection appointment, you can do so in Toolbox by following this guide.
If you need to reschedule a fault appointment, please call us on 13 22 58.

If your appointment window has passed and the technician has not arrived, please call us on 13 22 58 for assistance. In some cases, the technician may have been able to complete work without needed access to your property, or unavoidable circumstances may have prevented their attendance. We can investigate for you.

During your visit

What will usually happen during the appointment:

When the technician arrives, they will ask about the location of any wall outlets (phone sockets) and where your modem is located.
The technician will complete their work at your premises. This may involve testing your wall outlets, installing equipment for your new service, testing your internet connection within the premises and outside the premises or connecting a laptop or other equipment to your telephone cables.
The technician will let you know when they're finished and advise you of any issues or next steps, if applicable.
Usually, there is no fee for the technician visit. In some cases, you may be offered a new modem or telephone socket if yours is faulty, which may incur additional fees. The technician will discuss all options with you and apply charges to your iiNet account. Technicians will never accept money directly.

What you can do to ensure the appointment goes smoothly:

You or a person 18 years of age or above must be on the premises for the technician visit. If you've nominated an alternate person to be present, let us know the name and contact number of this person so we can reach them.
Please ensure you are home for the duration of your appointment window and you can hear someone knock on the door or ring the doorbell.
Before the technician arrives, make sure they will have easy access to all of your wall sockets and your modem. Examples of wall sockets are shown below.
Please advise the technician if you have a back-to-base alarm system, Medical Alert equipment or another internet connection within the property or Medical Alert equipment that is reliant on the line.
Please ensure the technician is advised of any safety hazards on your property such as asbestos, trip hazards, and recent pest treatments. Animals should be confined to a different part of the property for the duration of your appointment.
If you live in an apartment or unit block, the technician may require access to the telecommunications room (Main Distribution Frame or MDF room) of your building. Strata or building management may need to provide you with a key to the telecommunications room.

The appearance of Android OS varies depending on the software version. If these instructions don't work for you, please check your handset manufacturer's website for support information.

Open the Settings app.
Tap Wi-Fi or Wireless & Networks.
Turn on the Wi-Fi toggle switch.
Select the name (SSID) of your WiFi network from the list of available networks.
Note: If your WiFi network isn't showing up on your device, follow this guide to check your basic WiFi settings on modems supplied by iiNet. If you have a third party modem, please check the manufacturer's website for support information or check out our common non-iiNet modem guide
Enter your WiFi password and then tap the tick to finish. Your Android software should remember your password for you from now on.

Screenshots have been taken using iOS 11.1.1

Tap the Settings icon to open the Settings menu.
Tap WiFi.
Select the name (SSID) of your WiFi network from the list of available connections.

Note: If your WiFi network isn't showing up on your device, follow this guide to check your basic WiFi settings on modems supplied by iiNet. If you have a third-party modem, please check the manufacturer's website for support information or check out our common non-iiNet modem guides.
Enter your WiFi password and then tap Join to finish. Your iOS device should remember your password for you from now on.

In the upper right-hand corner of your screen, click the Wi-Fi icon and select Turn Wi-Fi On.
Clicking the Wi-Fi icon will now bring up a list of available WiFi networks. Select your network name (SSID) from this list.

Note: If your WiFi network isn't showing up on your device, follow this guide to check your basic WiFi settings on modems supplied by iiNet. If you have a third-party modem, please check the manufacturer's website for support information or check out our common non-iiNet modem guides.
Enter your WiFi password, and then tick Remember this network to ensure your computer remembers your password for you from now on. Click OK to finish.