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.
 

  1. Log in to Toolbox with your broadband username and password.
     
  2. Any order in progress appears on the Installation Tracker of the Dashboard.
     
    How to check your order status in Toolbox 1
  3. The Installation Tracker shows you details of each order step.
     
  4. A tick appears beside any completed step.
     
    How to check your order status in Toolbox 2
  5. The current status of your order is highlighted in orange.
     
    How to check your order status in Toolbox 3
  6. If your NBN™ order requires an appointment, the date and time will be displayed.
     
    How to check your order status in Toolbox 4
  7. Click "request to reschedule" to reschedule your appointment if required.
     
    How to check your order status in Toolbox 5


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

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

Please click the link below for your broadband technology to view our handy speed troubleshooting guide.

These instructions will work for all versions of Windows.

 

  1. On your keyboard, hold the Windows key and press the R key to open the Run program.
    Windows show WiFi password 1
  2. In the Run program, type "ncpa.cpl" and hit the Enter key, or select OK.
    Windows show WiFi password 2
  3. Right click on your Wireless network and select Status.
    Windows show WiFi password 3
  4. Select Wireless Properties.
    Windows show WiFi password 4
  5. 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.
    Windows show WiFi password 5

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.

Payment clear timeframe example

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.

 

In the event that the scheduled payment for your invoice fails, a second payment attempt will be made on the following day. You don’t need to take action as long as your credit card/bank account has sufficient funds within 24 hours of the payment date.

However, if the payment failed due to changed or expired credit card or bank account details, you should update your payment details in Toolbox at your earliest opportunity, then make a manual payment for your current invoice.

A manual payment must be made within 7 days to avoid suspension of broadband services.

If you are having difficulty making regular payments, please refer to our Financial Hardship Policy.

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

 

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:


 

Additional protocols during the Coronavirus COVID-19 pandemic

The health and safety of our customers, staff and wholesale partners is a priority.

Appointment Booking

When booking your appointment, you will be asked whether you or anyone in your premises:

  • Is unwell or vulnerable;
  • Has been exposed to someone who has, or is suspected to have, Coronavirus;
  • Is in self-isolation due to contact with someone who has, or is suspected to have, Coronavirus
  • Is isolating due to international travel or an in-home Coronavirus recovery.

 
Please answer these questions honestly and accurately so our staff are not endangered.  
 
We may need to postpone the appointment until such time as it is deemed safe to visit your premises.

Safety measures when at your home

  • All persons present will be expected to follow social distancing guidelines by avoiding handshakes and maintaining a minimum of 1.5 metres distance between each other;
  • Technicians should wipe down items and surfaces that they may come in contact with;
  • When finishing the job, technicians will clean their hands with a hand sanitiser or soap and water and other persons in the household are encouraged to do the same;
  • Although it is not mandatory, some technicians may choose to wear gloves or a face mask while performing the work on-site.
  • Technicians must wear shoes at all times.

Thank you for your understanding during this difficult time.

 

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.
    Wall Socket Examples
  • 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.

We’re working hard to ensure the wellbeing of both our customers and staff during these unprecedented times. It is a top priority of the iiNet team to offer the utmost support to you during the COVID-19 outbreak and ensure that your internet service is running as smoothly as possible.

Here are the resources we have available to assist you.

 

Getting in contact with us 

We are currently experiencing a large increase in support enquiries and call wait times may be longer than usual during this time. We apologise for any inconvenience and Thank you for your patience and understanding.

As some of our call centres are now affected by government-imposed shutdowns, we’re implementing tools to allow staff to work from home and continuing to support you. Our “follow the sun” business model ensures we have customer service teams available at other sites to help you throughout the day.

 

Online support tools

To assist you during this time, we’ve increased our online customer service channels for our customers and ask you explore these and make them your first points of contact with us:

Toolbox

You can manage your account, billing and payment details with our secure online management platform, Toolbox. Check out this article to see how to log in to your Toolbox account and find your way around.

iiHelp

Our customer support page is now sporting a fresh new look and an easy-to-use platform so you can find the answers to your questions with ease. You will find:

NBN appointments

The increase in demand has seen connection times extended however the NBN Co are working hard to ensure that everyone is connected. If you currently have an appointment that you need to reschedule, you can do so via your Toolbox account here. 

Network status updates

Are you experiencing issues with your internet connection? Before you give us a call, check your address on our Network Status page to see if there are any event notices that may be affecting your service. 

 

Financial hardship

If you are worried you will not be able to pay your iiNet bill due to illness or loss of income, please refer to our Financial Hardship Policy.

 

We want to assure you that we’re doing our best to help our customers in any way we can in the coming weeks. We thank you for your understanding as we adapt to these challenging times together.

- The iiNet Team

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.

 

  1. Slide your finger down from the top of the screen to view the Settings menu.
  2. Tap and hold WiFi until the WiFi Settings page opens. 
    Android WiFi connection 1
  3. 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.
    Android WiFi connection 2
  4. Enter your WiFi password and then tap Connect to finish. Your Android software should remember your password for you from now on. 
    Android WiFi connection 3

    5.