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If the phone with your iiNet Mobile SIM got lost or stolen, we can turn on IMEI Blocking so the phone can't be used on any Australian network, except to call emergency services.

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

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

How to turn IMEI Blocking on

Just call us on 13 22 58. If you're not the account holder, then get the account holder to call us instead.
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:

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:
Call us on 13 22 58. If you're not the account holder, then get the account holder to call us instead.
Your request may take up to 24 hours to complete.

You need International Roaming turned on to use your iiNet Mobile service outside Australia. Here's everything you need to know.

Need help while overseas? You can call us on +61 8 9214 2222 from any phone.

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

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.

Make sure that you understand rates applicable in your destination.
Log in to Toolbox and hit Settings
Set the International Roaming ON/OFF switch to ON.
Select Enable International Roaming.
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.

Log in to Toolbox and hit Settings,
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.

If you're having trouble with SMS or MMS on your iiNet Mobile service, these steps will help you identify the issue.

SMS are the original text messages, while MMS includes multimedia like images and videos.

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

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

Can't send SMS or MMS

Your service may just be affected by an outage or planned maintenance. You can check the Vodafone network map.
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.
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.
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.
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.
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.
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:

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.
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.
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.
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

This article will help you fix various issues with making or receiving calls on your iiNet Mobile service.

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

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

Can't make or receive calls

iiNet Mobile operates on the Vodafone network. Check for any network maintenance or upgrade in your area on the Vodafone website.
Make sure you are inside the network coverage area.
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.
Ensure your mobile phone has power. Depleted batteries may require charging.
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.
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.
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.
If you suspect your phone is faulty due to age and/or wear and tear, we recommend getting another phone for troubleshooting.
If your phone displays an error message like "No Network", "No Service" or "Select Network", follow this guide to manually select your carrier.
Log into Toolbox and make sure that Call Barring is turned off by following this guide.
Attempt to make a call.
Power cycle your mobile phone by turning it off for two minutes and then turning it on again.
Wait for your phone to reboot, and then check your signal strength.
Attempt to make a call.
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:

Log into Toolbox and make sure that Call Barring for Bar All Outgoing International Calls is turned off by following this guide.
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.
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.
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.

If your Wi-Fi connection is having dropouts, it means that your Wi-Fi will lose connection intermittently while devices connected to your modem by Ethernet cable will stay connected. These steps will help you identify the issue.

Turn off your Wi-Fi devices off for at least 60 seconds, then turn them back on again.
Make sure that laptop, phone or tablet is still connected to your Wi-Fi network. You may need to move closer to your modem because your device will automatically disconnect if the Wi-Fi is out of range.

If you need to connect a device to your Wi-Fi network again, you'll find the default WiFi name (SSID) and password on your modem's barcode sticker.

Note: Do you have a custom Wi-Fi name or password? Our basic Wi-Fi settings guide for iiNet modems will help you change your Wi-Fi details. If your modem isn't from iiNet, you should be able to find help on the manufacturer's website.
If you only lose your Wi-Fi connection in certain parts of your home, see our guide on improving Wi-Fi signals.
Do you have multiple devices connected to your Wi-Fi? If some devices can connect but others can't, the devices that can't connect may have a faulty wireless adapter.
Windows users only: Performing a winsock reset may resolve an issue with a wireless adapter.
Call us on 13 22 58 for further assistance with an iiNet modem. If you have a third-party modem, please check the manufacturer's website for support or contact the seller for a warranty claim

If your Wi-Fi connection is down, it means that devices connected to your modem by Ethernet cable will still be able to get online while devices on Wi-Fi can't. These steps will help you identify the issue.

Confirm that Wi-Fi is not disabled on your device. Some laptops have a Wi-Fi switch or button that may have been pressed accidentally. Phones and tablets will have an option to turn off Wi-Fi in their Wi-Fi settings.
Confirm that Wi-Fi is not disabled on your modem. Some modems have a Wi-Fi button that may have been pressed accidentally.
Make sure that laptop, phone or tablet is still connected to your Wi-Fi network. You may need to move closer to your modem because your device will automatically disconnect if the Wi-Fi is out of range.

If you need to connect a device to your Wi-Fi network again, you'll find the default Wi-Fi name (SSID) and password on your modem's barcode sticker.

Note: Do you have a custom WiFi name or password? Our basic Wi-Fi settings guide for iiNet modems will help you change your Wi-Fi details. If your modem isn't from iiNet, you should be able to find help on the manufacturer's website.
If you only lose your Wi-Fi connection in certain parts of your home, see our guide on improving Wi-Fi signals.
Do you have multiple devices connected to your Wi-Fi? If some devices can connect but others can't, the devices that can't connect may have a faulty wireless adapter.
Windows users only: Performing a winsock reset may resolve an issue with a wireless adapter.
Call us on 13 22 58 for further assistance with an iiNet modem. If you have a third-party modem, please check the manufacturer's website for support or contact the seller for a warranty claim.

There are two ways to connect your device to your modem so it can use the internet: Ethernet cable, or Wi-Fi.

Wi-Fi uses radio waves to transmit data, and a typical indoor Wi-Fi signal has a range of 30 metres. However, your Wi-Fi range and signal strength can change based on several factors.

This guide will explain how you can get the best Wi-Fi signal in your home.

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

Find the best spot for your modem
Make sure you’re using the best Wi-Fi bands
Check how old your devices are
Other hardware solutions for your home network

Find the best spot for your modem

Putting your modem in a clear, central location in your home will help the Wi-Fi signal reach the most rooms.
It’s best to put your modem on a desk or shelf - being low to the ground can weaken your Wi-Fi signal.
Obstacles like walls, floors and ceilings will reduce Wi-Fi signal a bit, but large pieces of metal and liquids will reduce it more. Keep your modem away from large appliances like fridges or microwaves, fish tanks and hot water systems.
Make sure your modem has air flow around it – if it’s crowded with other devices, it could overheat.
Don’t shut your modem in a cupboard. You can tape over the modem’s lights if they bother you.

Can’t move your modem?

If you need to keep your modem in a certain spot due to a 4G/5G wireless signal or available power outlets, some extra hardware may help your home network.

Wi-Fi modem placement comparison - the modem on a clear top shelf has a good signal, and the modem on a crowded lower shelf has a poor signal

Make sure you’re using the best Wi-Fi bands

Wi-Fi uses different radio frequencies, known as “bands”. Modems typically have both 5GHz and 2.4GHz bands, and the latest modems may also have 6GHz.

2.4GHz: Slower speeds with a longer range. Used by lots of other devices like baby monitors and microwaves, so it can have more interference.
5GHz: Faster speeds with a shorter range. Less interference because older devices don’t use it.
6GHz: Fastest speeds with a similar range to 5GHz. The least interference because it’s the newest technology.

Most current modems have a feature called “Band Steering”, which will automatically connect to the best Wi-Fi band in range. So if you walk out of 5GHz range, it will switch your phone to 2.4GHz to keep connected but your speed will be slower.

If your modem doesn’t have Band Steering, you’ll need to choose which Wi-Fi band to connect to.

An easy way to check is to look at the modem’s barcode sticker – if you see 2 different WiFi network names, or “SSID”s, and one has “5G” in it, that’s the one you need to connect to for 5GHz.

Got an iiNet modem with custom Wi-Fi details? Our Basic Wi-Fi Settings guide will help you check the name of the 5GHz Wi-Fi network.

Check how old your devices are

Newer devices support the latest generation of Wi-Fi – for example, a Wi-Fi 6 device will perform better than Wi-Fi 4.

If your device if less than 5 years old, no worries – but if it’s older, it’s a good idea to look up what Wi-Fi it supports.

Even if you can’t upgrade to a newer device right now, the other advice in this guide could still help your Wi-Fi performance.

Older modems that only have Wi-Fi 4 or 5 won’t be as fast as newer modems with Wi-Fi 6 or 7.
Older modems may not have a Band Steering feature, so connected devices won’t switch Wi-Fi bands automatically. Devices on the 5GHz band may drop out if you go out of range.
Newer modems are backwards-compatible with older Wi-Fi generations, so older devices can still connect but performance will be limited.
Older devices may not be able to connect to the latest Wi-Fi. You could have a modem that goes up to Wi-Fi 6, but if your device only supports Wi-Fi 4, performance will be limited to Wi-Fi 4, too.

FTTH Connection Box examples

ALLOPTIC home 4000

NEC ME200

Huawei HG8247

Dasan H690R

If your iiNet FTTH (Opticomm or Redtrain) 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.
Find your modem and ensure that it's connected correctly, with cables in good condition and plugged in securely. Replace any damaged cables.
Find your FTTH Connection Box. This is commonly installed indoors on the inside of an outer wall of the premises, sometimes in the garage. Some older installations may be in an outdoor cabinet on an exterior wall of the premises. Examples of connection boxes can be found here.
Turn off the Connection Box using the power button or power outlet for at least 10 seconds.
Note: If an outdoor Connection Box has no visible power button or power outlet, skip this step as a restart is not possible.
Turn off the power outlet for your modem for at least 10 seconds.
Turn both the Connection Box and the 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 Wi-Fi are slow, switch to Troubleshooting Wi-Fi 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 Wi-Fi (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 FTTH 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.

FTTH Connection Box examples

ALLOPTIC home 4000

NEC ME200

Huawei HG8247

Dasan H690R

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
	Don't have an iiNet modem? See our BYO modem guide.

VX420-G2V Modem

Connect the power cable from your modem's Power Port to an electrical outlet.
Find your FTTH Connection Box – this is usually installed on the inside of an exterior wall in your home, sometimes in the garage. Some older installations may be in a cabinet on an outside wall. Examples of connection boxes can be found here.
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.
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!