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.

1. Turn off your Wi-Fi devices off for at least 60 seconds, then turn them back on again.
2. 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.
   
3. If you only lose your Wi-Fi connection in certain parts of your home, see our guide on improving Wi-Fi signals.
4. 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.
5. 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.

1. 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.
   
2. Confirm that Wi-Fi is not disabled on your modem. Some modems have a Wi-Fi button that may have been pressed accidentally.  
   
3. 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.
   
4. If you only lose your Wi-Fi connection in certain parts of your home, see our guide on improving Wi-Fi signals.
5. 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.
6. 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 you 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.

 

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.

 

Other hardware solutions for your home network

• Always connect a device with an Ethernet cable if you can
  It means there’s more bandwidth available for the devices that have to use Wi-Fi. When more devices are competing to use the Wi-Fi at the same time, it can cause performance issues.
   
• Keep an eye on how many Wi-Fi devices you have
  If you have so many devices using your Wi-Fi that it’s causing performance issues, a quick fix is simply to turn the unimportant devices off. You may have more devices connected than you think - if you log into your modem settings using the details on its barcode sticker, you should be able to find a list of all connected devices.
   
  
  
   
• Consider internal Ethernet wiring
  Also known as “smart wiring”, this is a serious investment for people who want to have Ethernet wall sockets in different rooms to connect their devices. It must be installed by a registered cabler.
   
• A Wi-Fi mesh network can boost your Wi-Fi signal
  You can have one or more Wi-Fi mesh devices placed in different rooms. They’ll connect with your modem and each other to relay your Wi-Fi signal from multiple points, reducing “dead spots” in your Wi-Fi coverage.

 

If your iiNet FTTH (Opticomm or Redtrain) 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.

1. Visit our Network Status page to see if any known issues in your area are affecting your connection.
2. Locate your modem and ensure that it's connected correctly, with cables in good condition and plugged in securely. Replace any damaged cables.
3. 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.
4. 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.
5. Turn off the power outlet for your modem for at least 10 seconds.
6. Turn both the Connection Box and the modem back on and wait for the modem lights to settle, then attempt to view a website.
7. 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.
8. If you can view websites on some devices but not others, see our guide on Browsing issues.
9. If you still can't view a website, call us on 13 22 58 for further assistance.

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.

1. Visit our Network Status page to see any known issues in your area that may be affecting your service speed.
2. Find your modem and ensure that it's connected correctly, with cables in good condition and plugged in securely. Replace any damaged cables.
3. 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.
4. 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.
5. Turn off the power outlet for your modem for at least 10 seconds.
6. Turn both the Connection Box and the modem back on and wait for the modem lights to settle, then run a speed test.
7. 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.
8. Unplug all other devices connected to your modem's Ethernet ports (except the device you are testing, if applicable).
9. Turn off or disconnect all other devices connected to your modem's Wi-Fi (except the device you are testing, if applicable).
10. On the device you are testing, close all programs that are using your broadband connection, then run a speed test.
11. 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.
12. 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.
13. 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.
14. Firewalls may affect broadband performance. Temporarily disable any firewalls and run a speed test.
15. 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

1. Connect the power cable from your modem's Power Port to an electrical outlet.
2. 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.
3. 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.
4. Make sure the electrical outlet for your modem is on, and press the modem's Power button.
5. To plug in additional devices via Ethernet cable, simply connect the Ethernet cables to any of the four yellow LAN ports on your modem.
6. If you wish to use your iiNet Netphone service, plug a compatible handset into the green Phone port on your modem.
   
7. 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.
   
8. 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.
9. Log in with the default username admin and default password admin, or use your custom login details.
10. Select Internet.
11. 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
     
    
12. 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)

1. Connect the power cable from your modem's Power Port to an electrical outlet.
2. 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.
3. 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.
4. Make sure the electrical outlet for your modem is on, and press the modem's Power button.
5. To plug in additional devices via Ethernet cable, simply connect the Ethernet cables to any of the four yellow LAN ports on your modem.
6. If you wish to use your iiNet Netphone service, plug a compatible handset into the green Phone port on your modem.
   
7. 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.
   
8. 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.
9. Log in with the default username admin and default password admin, or use your custom login details.
10. Select Internet.
11. 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
     
    
12. 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

1. Connect the power cable from your modem's Power Port to an electrical outlet.
2. 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.
3. 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.
4. Make sure the electrical outlet for your modem is on, and press the modem's Power button.
5. To plug in additional devices via Ethernet cable, simply connect the Ethernet cables to any of the four yellow LAN ports on your modem.
6. If you wish to use your iiNet Netphone service, plug a compatible handset into the green Phone port on your modem.
   
7. 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.
   
8. 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.
9. Log in with the unique default password found on your modem's barcode sticker, or use your custom password.
10. Select Internet.
11. 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
     
    
12. 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

1. Connect the power cable from your modem's Power Port to an electrical outlet.
2. 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.
3. 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.
4. Make sure the electrical outlet for your modem is on, and press the modem's Power button.
5. To plug in additional devices via Ethernet cable, simply connect the Ethernet cables to any of the four yellow LAN ports on your modem.
6. If you wish to use your iiNet Netphone service, plug a compatible handset into the grey Phone1 port on your modem.
   
7. 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.
   
8. 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.
9. Log in with the default username admin and default password admin, or use your custom login details.
10. Select PPPoE.
11. 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
     
    
12. Hit Save to finish and allow up to 5 minutes for the new settings to apply.
13. 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

1. Connect the power cable from your modem's Power Port to an electrical outlet.
2. 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.
3. 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.
4. Make sure the electrical outlet for your modem is on, and press the modem's Power button.
5. Allow 15 minutes for your modem to boot up and connect automatically.
6. Check the lights on your modem. If the Internet light is green, you can start connecting your devices and getting online.
7. To plug in additional devices via Ethernet cable, simply connect the Ethernet cables to any of the four yellow LAN ports on your modem.
8. If you wish to use your iiNet Netphone service, plug a compatible handset into the green Phone1 port on your modem.
   
9. 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:

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.

1. Visit our Network Status page to see any known issues in your area that may be affecting your connection.
2. Turn off your modem and leave it off for at least 10 seconds.
3. Turn your modem back on and wait for the modem lights to settle. Continue monitoring for dropouts. 
4. 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.
5. 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
   
6. Ensure your modem is connected correctly, with cables in good condition and plugged in securely. Replace any damaged cables.
7. 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.

1. Visit our Network Status page to see if any known issues in your area are affecting your connection.
2. 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.
3. Turn off the electrical outlet for your modem and leave it off for at least 10 seconds.
4. Turn the outlet back on and wait for the modem lights to settle, then attempt to view a website.
5. 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
   
6. 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.
7. If you can view websites on some devices but not others, see our guide on Browsing issues.
8. 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.

1. Visit our Network Status page to see any known issues in your area that may be affecting your service speed.
2. Turn off your modem and leave it off for at least 10 seconds.
3. Turn your modem back on and wait for the modem lights to settle, then run a speed test.
4. 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.
5. Unplug all other devices connected to your modem's Ethernet ports (except the device you are testing, if applicable).
6. Turn off or disconnect all other devices connected to your modem's WiFi (except the device you are testing, if applicable).
7. On the device you are testing, close all programs that are using your broadband connection, then run a speed test.
8. 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.
9. 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.
10. 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.
11. Firewalls may affect broadband performance. Temporarily disable any firewalls and run a speed test.
12. If you still have speed issues, please call us on 13 22 58 for further assistance.