If your nbn Wireless service is running slowly, these steps will help you identify the issue.

1. Check your address on nbn®'s Network status and outages page or visit our Network Status page to see if there are any known issues in your area that may be affecting your nbn service speed.
2. Log in to Toolbox and run an nbn service test. We'll contact you if a fault is detected.
3. Turn off your modem and leave it off for at least 10 seconds.
4. Turn your modem back on and wait for the modem lights to settle.
5. Run a speed test.
6. 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.
7. Unplug all other devices connected to your modem's Ethernet ports (except the device you are testing, if applicable).
8. Turn off or disconnect all other devices connected to your modem's Wi-Fi (except the device you are testing, if applicable).
9. If you are testing on a device connected via Ethernet cable, unplug it from your modem and plug it into the active UNI-D port on your nbn Connection Box. The most common active port is UNI-D1:
   
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 nbn 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. Check your nbn Wireless antenna for obstructions such as tree branches. Severe weather conditions resulting in heavy cloud cover may also cause speed issues.
16. If you still have speed issues, and the nbn service test did not detect a fault, or your nbn Wireless antenna has been damaged, please call us on 13 22 58 for further assistance.

Select your modem to get started:

	VX420-G2V Modem
	Smart Modem Gateway (VX420-G2H)
	VX220-G2V Modem
	TP-Link VR1600v
	TG-789 Broadband Gateway
	iiNet modem not listed here? See Guides for older modems.
	Don't have an iiNet modem? See Guides for non-iiNet modems.

 

VX420-G2V Modem

Follow the instructions below to set up your VX420-G2V Modem for nbn Wireless.

First, ensure you have:

• A message from us advising you to plug in your nbn modem.
• An electrical outlet near your nbn Connection Box.
• An Ethernet cable.
• (Optional) Up to 4 additional Ethernet cables to connect devices via Ethernet.

1. Connect the power cable from your modem's Power port to an electrical outlet.
2. Connect the included Ethernet cable from the UNI-D1 port on your nbn Connection Box to your modem's blue WAN port.
3. Make sure the electrical outlets for your modem and nbn Connection Box are on, and press the modem's ON/OFF button.
4. Allow 15 minutes for your modem to boot up and connect automatically.
5. Check the lights on your modem. If the Internet light is green, you can start connecting your devices and getting online.
   
6. To plug in additional devices via Ethernet cable, simply connect the Ethernet cables to any of the four yellow LAN ports on your modem.
7. If you wish to use your iiNet nbn Phone service, plug a compatible handset into the green PHONE port on your modem.
   
8. 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.

 

Smart Modem Gateway (VX420-G2H)

Follow the instructions below to set up your Smart Modem Gateway (VX420-G2H) for nbn Wireless.

First, ensure you have:

• A message from us advising you to plug in your nbn modem.
• An electrical outlet near your nbn Connection Box.
• An Ethernet cable.
• (Optional) Up to 4 additional Ethernet cables to connect devices via Ethernet.

1. Connect the power cable from your modem's Power port to an electrical outlet.
2. Connect the included Ethernet cable from the UNI-D1 port on your nbn Connection Box to your modem's blue WAN port.
3. Make sure the electrical outlets for your modem and nbn Connection Box are on, and press the modem's ON/OFF button.
4. Allow 15 minutes for your modem to boot up and connect automatically.
5. Check the lights on your modem. If the Internet light is green, you can start connecting your devices and getting online.
   
6. To plug in additional devices via Ethernet cable, simply connect the Ethernet cables to any of the four yellow LAN ports on your modem.
7. If you wish to use your iiNet nbn Phone service, plug a compatible handset into the green PHONE port on your modem.
   
8. If you wish to connect your devices via WiFi, you'll find the WiFi name and password on the modem's barcode sticker.
   

Your modem will automatically connect your devices to the best WiFi network possible (i.e. 5GHz). Older devices may only be able to connect to the slower 2.4GHz WiFi. See Improving WiFi Signal.

 

VX220-G2V Modem

Follow the instructions below to set up your VX220-G2V Modem for nbn Wireless.

First, ensure you have:

• A message from us advising you to plug in your nbn modem.
• An electrical outlet near your nbn Connection Box.
• An Ethernet cable.
• (Optional) Up to 4 additional Ethernet cables to connect devices via Ethernet.

1. Connect the power cable from your modem's Power port to an electrical outlet.
2. Connect the included Ethernet cable from the UNI-D1 port on your nbn Connection Box to your modem's blue WAN port.
3. Make sure the electrical outlets for your modem and nbn Connection Box are on, and press the modem's ON/OFF button.
4. Allow 15 minutes for your modem to boot up and connect automatically.
5. Check the lights on your modem. If the Internet light is blue, you can start connecting your devices and getting online.
   
6. To plug in additional devices via Ethernet cable, simply connect the Ethernet cables to any of the four yellow LAN ports on your modem.
7. If you wish to use your iiNet nbn Phone service, plug a compatible handset into the green PHONE port on your modem.
   
8. If you wish to connect your devices via WiFi, you'll find the WiFi name and password on the modem's barcode sticker.
   

Your modem will automatically connect your devices to the best WiFi network possible (i.e. 5GHz). Older devices may only be able to connect to the slower 2.4GHz WiFi. See Improving WiFi Signal.

 

TP-Link VR1600v

Follow the instructions below or watch the video to set up your TP-Link VR1600v on nbn Wireless.

First, ensure you have:

• A message from us advising you to plug in your nbn modem.
• An electrical outlet near your indoor nbn Connection Box.

1. Connect the power cables from your modem's Power Port to an electrical outlet.
2. Connect the included Ethernet cable from the blue WAN port on your modem to the UNI-D1 port on your nbn Connection Box.
3. Make sure the electrical outlet for your modem is on, and press the modem's Power button.
4. Allow 15 minutes for your modem to boot up and connect automatically.
5. Check the lights on your modem. If the Internet light is green, you can start connecting your devices and getting online.
6. To plug in additional devices via Ethernet cable, simply connect the Ethernet cables to any of the four yellow LAN ports on your modem.
7. If you wish to use your iiNet nbn Phone service, plug a compatible handset into the grey Phone1 port on your modem.
   
8. If you wish to connect your devices via WiFi, you'll find the WiFi name and password on the barcode sticker at the bottom of your modem.
   

We recommend connecting over the 5GHz WiFi channel for faster performance. See Improving WiFi Signal.

​ 

TG-789 Broadband Gateway

Follow the instructions below to set up your TG-789 on nbn Wireless.

First, ensure you have:

• A message from us advising you to plug in your nbn modem.
• An electrical outlet near your indoor nbn Connection Box.

1. Connect the power cables from your modem's Power port to an electrical outlet.
2. Connect the included Ethernet cable from the red WAN port on your modem to the UNI-D1 port on your nbn Connection Box.
3. Make sure the electrical outlet for your modem is on, and press the modem's Power button.
4. Allow 15 minutes for your modem to boot up and connect automatically.
5. Check the lights on your modem. If the Internet light is green, you can start connecting your devices and getting online.
6. To plug in additional devices via Ethernet cable, simply connect the Ethernet cables to any of the four yellow LAN ports on your modem.
7. If you wish to use your iiNet nbn Phone service, plug a compatible handset into the green Phone1 port on your modem.
   
8. If you wish to connect your devices via WiFi, you'll find the WiFi name and password on the barcode sticker at the bottom of your modem.
   

We recommend connecting over the 5GHz WiFi channel for faster performance. See Improving WiFi Signal.

 

If your nbn HFC 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. Check your address on nbn®'s Network status and outages page or visit our Network Status page to see if there are any known issues in your area.
2. Log in to Toolbox and run an nbn service test. We'll contact you if a fault is detected.
3. Turn off the electrical outlets for both the nbn Connection Box and your modem and leave them off for at least 10 seconds.
4. Turn both outlets back on and wait for the modem lights to settle. Continue monitoring for dropouts.
5. When your connection drops out, check other devices connected to your modem via WiFi or Ethernet cable to see if they've dropped out, too.
6. If devices connected via Ethernet cable stay online when devices connected via WiFi drop out, switch to troubleshooting WiFi Dropouts.
7. Ensure your modem is connected correctly, with cables in good condition and plugged in securely. Replace any damaged cables.
   
8. Still getting dropouts? Please call us on 13 22 58 for further assistance. To investigate your issue, we'll also need the Serial Number and CMAC Number of your nbn Connection Box, which are found on the barcode sticker:
   Arris CM8200 (supplied before 1 October 2024)
   
   
    
   Arris CM3500 (supplied after 1 October 2024)
   

If your nbn HFC 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. Check your address on nbn®'s Network status and outages page or visit our Network Status page to see if there are any known issues in your area.
2. If you have access to another device with an internet connection such as a mobile phone, log in to Toolbox and run an nbn service test. We'll contact you if a fault is detected.
3. Locate your indoor nbn Network Connection Box and modem and ensure that they are connected correctly, with cables in good condition and plugged in securely. Replace any damaged cables.
   Note: If you have an advanced setup using a network switch, it must be plugged into a router instead of directly into the nbn Connection Device (NCD).
   
4. Turn off the electrical outlets for both your nbn Connection Box and modem and leave them off for at least 10 seconds.
5. Turn both outlets back on and wait for the box and modem lights to settle, then attempt to view a website.
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. To investigate your connection issue, we'll need your nbn Connection Box's Serial Number and CMAC Number. These details can be found on the unit's barcode sticker:
   Arris CM8200 (supplied before 1 October 2024)
   
    
   Arris CM3500 (supplied after 1 October 2024)
   
9. If you still can't get online, and the nbn service test did not detect a fault, please call us on 13 22 58 for further assistance.

If your nbn HFC service is running slowly, these steps will help you identify the issue.

1. Check your address on nbn®'s Network status and outages page or visit our Network Status page to see if there are any known issues in your area that may be affecting your nbn service speed.
2. Log in to Toolbox and run an nbn service test. We'll contact you if a fault is detected.
3. Turn off your modem and leave it off for at least 10 seconds.
4. Turn your modem back on and wait for the modem lights to settle.
5. Run a speed test.
6. 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.
7. Unplug all other devices connected to your modem's Ethernet ports (except the device you are testing, if applicable).
8. Turn off or disconnect all other devices connected to your modem's WiFi (except the device you are testing, if applicable).
9. On the device you are testing, close all programs that are using your broadband connection, then run a speed test.
10. 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.
11. 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 nbn services.
12. 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.
13. Firewalls may affect broadband performance. Temporarily disable any firewalls and run a speed test.
14. If you still have speed issues, and the nbn service test did not detect a fault, please call us on 13 22 58 for further assistance.

Select your modem to get started:

	VX420-G2V Modem
	Smart Modem Gateway (VX420-G2H)
	VX220-G2V Modem
	TP-Link VR1600v
	TG-789 Broadband Gateway
	iiNet modem not listed here? See Guides for older modems.
	Don't have an iiNet modem? See Guides for non-iiNet modems.

 

VX420-G2V Modem

Follow the instructions below to set up your VX420-G2V Modem for nbn HFC.

First, ensure you have:

• A message from us advising you to plug in your nbn modem.
• 2x electrical outlets near your cable wall socket.
• An Ethernet cable.
• A coaxial cable.
• An nbn Connection Box (NCB)*.
• (Optional) Up to 4 additional Ethernet cables to connect devices via Ethernet.

*Is your NCB missing? An NCB should already be present if your premises has been previously connected to nbn HFC. If your NCB is missing, please call us on 1300 634 515.

1. Connect the power cables from your nbn Connection Box and modem's Power ports to electrical outlets.
2. Connect the included Ethernet cable from the UNI-D1 port or 2.5G port on your nbn Connection Box to your modem's blue WAN port.
   NCBs with 2.5G ports were supplied from 1 October 2024.
3. Make sure the electrical outlets for your nbn Connection Box and modem are both on, and press the modem's ON/OFF button.
4. Allow 20 minutes for your modem to boot up and connect automatically.
5. Check the lights on your modem. If the Internet light is green, you can start connecting your devices and getting online.
   
6. To plug in additional devices via Ethernet cable, simply connect the Ethernet cables to any of the four yellow LAN ports on your modem.
7. If you wish to use your iiNet nbn Phone service, plug a compatible handset into the green PHONE port on your modem.
   
8. 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.

 

Smart Modem Gateway (VX420-G2H)

Follow the instructions below to set up your Smart Modem Gateway (VX420-G2H) for nbn HFC.

First, ensure you have:

• A message from us advising you to plug in your nbn modem.
• 2x electrical outlets near your cable wall socket.
• An Ethernet cable.
• A coaxial cable.
• An nbn Connection Box (NCB)*.
• (Optional) Up to 4 additional Ethernet cables to connect devices via Ethernet.

*Is your NCB missing? An NCB should already be present if your premises has been previously connected to nbn HFC. If your NCB is missing, please call us on 1300 634 515.

 
Note for video: If you got your NCB after 1 October 2024, you'll have a different model with a 2.5G port instead of a UNI-D1 port.

1. Connect the power cables from your nbn Connection Box and modem's Power ports to electrical outlets.
2. Connect the included Ethernet cable from the UNI-D1 port or 2.5G port on your nbn Connection Box to your modem's blue WAN port.
   NCBs with 2.5G ports were supplied from 1 October 2024.
3. Make sure the electrical outlets for your nbn Connection Box and modem are both on, and press the modem's ON/OFF button.
4. Allow 20 minutes for your modem to boot up and connect automatically.
5. Check the lights on your modem. If the Internet light is green, you can start connecting your devices and getting online.
   
6. To plug in additional devices via Ethernet cable, simply connect the Ethernet cables to any of the four yellow LAN ports on your modem.
7. If you wish to use your iiNet nbn Phone service, plug a compatible handset into the green PHONE port on your modem.
   
8. 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.

 Note for nbn services with 4G Backup: Whenever your modem’s 4G light is lit, that means your modem has automatically connected to the 4G Backup service because your nbn service is unavailable, such as during initial setup or network maintenance.

Your nbn Phone will not work while 4G Backup is in use.

Once you're connected to nbn, if you notice the 4G Backup service has turned back on for an extended period of time:

1. Restart your modem.
2. Make sure your modem is plugged in correctly for nbn.
3. Contact us if the issue persists as we may need to investigate.

 

VX220-G2V Modem

Follow the instructions below to set up your VX220-G2V Modem for nbn HFC.

First, ensure you have:

• A message from us advising you to plug in your nbn modem.
• 2x electrical outlets near your cable wall socket.
• An Ethernet cable.
• A coaxial cable.
• An nbn Connection Box (NCB)*.
• (Optional) Up to 4 additional Ethernet cables to connect devices via Ethernet.

*Is your NCB missing? An NCB should already be present if your premises has been previously connected to nbn HFC. If your NCB is missing, please call us on 1300 634 515.

 
Note for video: If you got your NCB after 1 October 2024, you'll have a different model with a 2.5G port instead of a UNI-D1 port.

1. Connect the power cables from your nbn Connection Box and modem's Power ports to electrical outlets.
2. Connect the included Ethernet cable from the UNI-D1 port or 2.5G port on your nbn Connection Box to your modem's blue WAN port.
   NCBs with 2.5G ports were supplied from 1 October 2024.
3. Make sure the electrical outlets for your nbn Connection Box and modem are both on, and press the modem's ON/OFF button.
4. Allow 20 minutes for your modem to boot up and connect automatically.
5. Check the lights on your modem. If the Internet light is blue, you can start connecting your devices and getting online.
   
6. To plug in additional devices via Ethernet cable, simply connect the Ethernet cables to any of the four yellow LAN ports on your modem.
7. If you wish to use your iiNet nbn Phone service, plug a compatible handset into the green PHONE port on your modem.
   
8. 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.

 

TP-Link VR1600v

Follow the instructions below or watch the video to set up your TP-Link VR1600v on nbn HFC.

First, ensure you have:

• A message from us advising you to plug in your nbn HFC equipment.
• 2x electrical outlets near your cable wall socket.
• An nbn Connection Box (NCB)*.

*Is your NCB missing? An NCB should already be present if your premises has been previously connected to nbn HFC. If your NCB is missing, please call us on 1300 634 515.

 
Note for video: If you got your NCB after 1 October 2024, you'll have a different model with a 2.5G port instead of a UNI-D1 port.

1. Connect the power cables from your nbn Connection Box and modem's Power Ports to electrical outlets.
2. Connect the included Ethernet cable from the UNI-D1 port or 2.5G port on your nbn Connection Box to your modem's blue WAN port.
   NCBs with 2.5G ports were supplied from 1 October 2024.
3. Make sure the electrical outlets for your nbn Connection Box and modem are both on, and press the modem's Power button.
4. Allow 20 minutes for your modem to boot up and connect automatically.
5. Check the lights on your modem. If the Internet light is green, you can start connecting your devices and getting online.
6. To plug in additional devices via Ethernet cable, simply connect the Ethernet cables to any of the four yellow LAN ports on your modem.
7. If you wish to use your iiNet nbn Phone service, plug a compatible handset into the grey Phone1 port on your modem.
   
8. 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.

 

TG-789 Broadband Gateway

Follow the instructions below to set up your TG-789 on nbn HFC.

First, ensure you have:

• A message from us advising you to plug in your nbn HFC equipment.
• 2x electrical outlets near your cable wall socket.
• An nbn Connection Box (NCB)*.

*Is your NCB missing? An NCB should already be present if your premises has been previously connected to nbn HFC. If your NCB is missing, please call us on 1300 634 515.

1. Connect the power cables from your nbn Connection Box and modem's Power Ports to electrical outlets.
2. Connect the included Ethernet cable from the UNI-D1 port or 2.5G port on your nbn Connection Box to your modem's red WAN port.
   NCBs with 2.5G ports were supplied from 1 October 2024.
3. Make sure the electrical outlets for your nbn Connection Box and modem are both on, and press the modem's Power button.
4. Allow 20 minutes for your modem to boot up and connect automatically.
5. Check the lights on your modem. If the Internet light is green, you can start connecting your devices and getting online.
6. To plug in additional devices via Ethernet cable, simply connect the Ethernet cables to any of the four yellow LAN ports on your modem.
7. If you wish to use your iiNet nbn Phone service, plug a compatible handset into the green Phone1 port on your modem.
   
8. 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.

 

If your nbn FTTB/N 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. Check your address on nbn®'s Network status and outages page or visit our Network Status page to see if there are any known issues in your area.
2. Log in to Toolbox and run an nbn service test. We'll contact you if a fault is detected.
3. Turn off your modem and leave it off for at least 10 seconds.
4. Turn your modem back on and wait for the modem lights to settle. Continue monitoring for dropouts.
5. 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.
6. If devices connected via Ethernet cable stay online when devices connected via Wi-Fi drop out, switch to troubleshooting Wi-Fi Dropouts.
7. Ensure your modem is connected correctly, with cables in good condition and plugged in securely. Replace any damaged cables.
   Note: Line filters that were previously used for ADSL broadband must not be used for nbn setups.
   
8. If you still experience dropouts, and the nbn service test did not detect a fault, please call us on 13 22 58 for further assistance.

If your nbn FTTB/N 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. Check your address on nbn®'s Network status and outages page or visit our Network Status page to see if there are any known issues in your area.
2. If you have access to another device with an internet connection such as a mobile phone, log in to Toolbox and run an nbn service test. We'll contact you if a fault is detected.
3. Find your nbn modem and ensure that it's connected correctly, with cables in good condition and plugged in securely. Replace any damaged cables.
   
4. Turn off the electrical outlet for your modem and leave it off for at least 10 seconds.
5. Turn the outlet back on and wait for the modem lights to settle, then attempt to view a website.
6. Attempt to view a website on a device connected to your modem via Ethernet cable, not WiFi. If Ethernet works but WiFi doesn't, see troubleshooting WiFi 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 get online, and the nbn service test did not detect a fault, please call us on 13 22 58 for further assistance.

 

Please note

A modem/router must support VDSL2 in order to work on nbn FTTB/FTTN. When an incompatible modem is detected, nbn® may block your connection to prevent network issues. A blocked connection won't work even if you switch to a compatible modem.

If you believe an incompatible modem has been plugged into your wall socket for nbn, please call us on 13 22 58 as we’ll need to get your connection unblocked.
 
All VDSL2-ready modems supplied by iiNet have been whitelisted with nbn®.

If your nbn FTTB/N service is running slowly, these steps will help you identify the issue.

 

1. Check your address on nbn®'s Network status and outages page or visit our Network Status page to see if there are any known issues in your area that may be affecting your nbn service speed.
2. Log in to Toolbox and run an nbn service test. We'll contact you if a fault is detected.
3. Turn off your modem and leave it off for at least 10 seconds.
4. Turn your modem back on and wait for the modem lights to settle.
5. Run a speed test.
6. 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.
7. Unplug all other devices connected to your modem's Ethernet ports (except the device you are testing, if applicable).
8. Turn off or disconnect all other devices connected to your modem's WiFi (except the device you are testing, if applicable).
9. On the device you are testing, close all programs that are using your broadband connection, then run a speed test.
10. 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.
11. 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 nbn services.
12. 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.
13. Firewalls may affect broadband performance. Temporarily disable any firewalls and run a speed test.
14. If you still have speed issues, and the nbn service test did not detect a fault, please call us on 13 22 58 for further assistance.

Select your modem to get started:

	VX420-G2V Modem
	Smart Modem Gateway (VX420-G2H)
	VX220-G2V Modem
	TP-Link VR1600v
	TG-789 Broadband Gateway
	iiNet modem not listed here? See Guides for older modems.
	Don't have an iiNet modem? See Guides for non-iiNet modems.

 

VX420-G2V Modem

Follow the instructions below to set up your VX420-G2V Modem for nbn FTTB/N.

First, ensure you have:

• A message from us advising you to plug in your nbn modem.
• An electrical outlet near your telephone wall socket.
• A phone cable.
• (Optional) Up to 4 Ethernet cables to connect devices via Ethernet.

 

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

 

Smart Modem Gateway (VX420-G2H)

Follow the instructions below to set up your Smart Modem Gateway (VX420-G2H) for nbn FTTB/N.

First, ensure you have:

• A message from us advising you to plug in your nbn modem.
• An electrical outlet near your telephone wall socket.
• A phone cable.
• (Optional) Up to 4 Ethernet cables to connect devices via Ethernet.

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

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.

 Note for nbn services with 4G Backup: Whenever your modem’s 4G light is lit, that means your modem has automatically connected to the 4G Backup service because your nbn service is unavailable, such as during initial setup or network maintenance.

Your nbn Phone will not work while 4G Backup is in use.

Once you're connected to nbn, if you notice the 4G Backup service has turned back on for an extended period of time:

1. Restart your modem.
2. Make sure your modem is plugged in correctly for nbn.
3. Contact us if the issue persists as we may need to investigate.

 

VX220-G2V Modem

Follow the instructions below to set up your VX220-G2V Modem for nbn FTTB/N.

First, ensure you have:

• A message from us advising you to plug in your nbn modem.
• An electrical outlet near your telephone wall socket.
• A phone cable.
• (Optional) Up to 4 Ethernet cables to connect devices via Ethernet.

 

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

 

TP-Link VR1600v

Follow the instructions below or watch the video to set up your TP-Link VR1600v on nbn FTTB/N.

First, ensure you have:

• A message from us advising you to plug in your nbn modem.
• An electrical outlet near your telephone wall socket.

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

 

TG-789 Broadband Gateway

Follow the instructions below to set up your TG-789 on nbn FTTB/N.

First, ensure you have:

• A message from us advising you to plug in your nbn modem.
• An electrical outlet near your telephone wall socket.

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