This article will walk you through how to gather diagnostics for an nbn speed fault. One of our friendly Customer Service Representatives may ask you to complete these steps when you contact us to troubleshoot a speed issue with your nbn service.
If you get stuck, please call our Support Team on 13 22 58 and we'll be happy to help.
Select one of the links below to jump to a query:
Before you get started
Testing must be performed on two different devices that are connected according to the following advice:
- Each device should take turns being plugged into any of the LAN ports on your modem, such as the example below.
Gathering the diagnostics
- Make sure that no additional devices are connected to your network while you are running the test. Background applications such as file sharing, iCloud, One-drive, Dropbox or operating system updates should not be running - please close them and/or allow them to complete before gathering diagnostics.
- Open your web browser and go to http://speedtest.iinet.net.au
- Click Test your internet speed. In the popup window, click GO and let the test run.
- Once the test has completed, click COPY LINK to copy your result link.
- In an email to support@iinet.net.au, include the following information:
Username/Customer ID: (We need either your iiNet broadband username or your iiNet Customer ID to identify your account)
Result links: (Paste your result links from the speed tests)
Devices: (List the type of devices you used for the speed tests) - Ideally, you should repeat steps 1-3 at least three times - each test only needs to be a few minutes apart. Paste the result link from each test into your email once each test is done.
Finishing up
- Once you have completed all of the required tests, please send the email containing your speed test results to support@iinet.net.au. We recommend that you include your iiNet broadband username or your iiNet Customer ID in the email's subject line.
- Once your test results have been received, we can investigate further.
- We'll contact you in the event that we need further information.
Manual testing can be useful for checking the speed of high capacity services such as nbn broadband or Cable broadband that require multiple downloads.
Note: Microsoft Edge and Mac Safari browsers are not currently suitable because they do not display the data transfer rate during downloads. Please test using a different browser, or try our speed test tool.
- You should run a speed test using a computer that is connected to your internet service with an Ethernet cable. WiFi connections are typically slower than cable connections because the WiFi signal can get some interference.
- Disconnect any additional computers, gaming consoles, smartphones or tablets from your home network to rule out any data congestion.
- Download this test file.
- A popup box should open and ask if you'd like to Open or Save the file. In some browsers, this may be a popup bar at the bottom of the window. Select Save.
- You should see your file downloading in a progress window. In some browsers, you may need to expand the Downloads window.
In Firefox, click the down arrow icon in the top right corner.
In Microsoft Edge, click the down arrow icon in the top right corner.
In Google Chrome, while the file is downloading, click Show all downloads in the bottom right-hand corner of the screen.
- When approximately half the file has downloaded, and take note of the data transfer rate, such as the examples below.
Firefox
Microsoft Edge
Google Chrome
- For an approximate synchronization rate (line speed), take this data transfer rate and multiply it by 10.
For some high speed connection types, (e.g. NBN100 plans) multiple downloads must be run simultaneously to access the full bandwidth of your connection.
If you have trouble completing your speed test or understanding the results, please call us on 13 22 58 and we'll be happy to give you a hand.
A "high risk call" is a phone call to an international destination that is known to be commonly used for phone fraud. To protect you from fraudulent phone activity, VoIP phone services are blocked from making high risk calls to certain international destinations by default.
If you attempt to place a call to one of these destinations, you will receive a recorded announcement which says "You are unable to make this call, please contact our customer service department".
How can I make calls to high risk countries?
You will need to call iiNet on 13 22 58, and once your identity has been verified over the phone we will be able to remove this feature from your account. The change will take effect within 2 business days, and then you'll be able to make calls to all international locations.
Current high risk call destinations
| Country | Code |
|---|---|
| ALGERIA | +213 |
| ASCENSION ISLAND | +247 |
| AUSTRIA SHARED COST* | +43820 |
| AUSTRIAN SERVICE | +438 |
| BENIN | +229 |
| BOLIVIA | +591 |
| BOSNIA AND HERZEGOVINA | +387 |
| CAMEROON | +237 |
| CAPE VERDE* | +238 |
| CENTRAL AFRICAN REPUBLIC | +236 |
| CHAD | +235 |
| COMORO ISLAND | +269 |
| CUBA | +53 |
| DEMOCRATIC REPUBLIC OF THE CONGO | +243 |
| DIEGO GARCIA | +246 |
| DJIBOUTI | +253 |
| ECUADOR | +593 |
| EQUATORIAL GUINEA* | +240 |
| ESTONIA | +372 |
| GABON | +241 |
| GAMBIA | +220 |
| GUINEA | +224 |
| GUINEA BISSAU* | +245 |
| HAITI | +509 |
| HONDURAS | +504 |
| LATVIA | +371 |
| LIBERIA | +231 |
| LITHUANIA | +370 |
| MACEDONIA | +389 |
| MADAGASCAR | +261 |
| MALAWI | +265 |
| MALDIVES | +960 |
| MALI | +223 |
| MARTINIQUE* | +596 |
| MAURITANIA | +222 |
| MONACO | +377 |
| MOLDOVA | +373 |
| MOROCCO | +212 |
| NICARAGUA | +505 |
| PALESTINE | +970 |
| REPUBLIC OF THE CONGO | +242 |
| SAINT PIERRE & MIQUELON* | +508 |
| SAO TOME & PRINCIPE* | +239 |
| SATELLITE SYSTEM | +882 |
| SATELLITE881 | +881 |
| SENEGAL | +221 |
| SERBIA | +381 |
| SEYCHELLES | +248 |
| SIERRA LEONE | +232 |
| SOMALIA | +252 |
| SURINAME* | +597 |
| TIMOR-LESTE* | +670 |
| TUNISIA | +216 |
| UGANDA | +256 |
| UK SHARED COST* |
+44844 +44845 |
| UK SPECIAL* |
+4474172 +4474184 +44745222 |
| USA HIGH COST* | +1712432 |
| WALLIS & FUTANA* | +681 |
| ZAMBIA | +260 |
| ZIMBABWE | +263 |
*Call blocking to these countries cannot be removed.
nbn setup guides for popular non-iiNet modems are available here.
If your third-party modem still isn't online after you've plugged it in, you may need to configure additional settings listed in this article. Please check the manufacturer's website for support information if you're not sure how to do this.
If you encounter a setting that isn't listed here (e.g. MTU) in your modem's Setup Wizard/Quick Setup, simply leave it as the default.
Select one of the links below to jump to a query:
- nbn® Fibre to the Building or Node (FTTB/FTTN)
- nbn® FTTC or HFC
- nbn® FTTP
- RedTrain Fibre to the Home (FTTH)
- OptiComm Fibre to the Home (FTTH)
- nbn® Satellite or Wireless
- ULTRA Broadband
nbn® Fibre to the Building or Node (FTTB/FTTN)
Modems must support VDSL2.
| Internet Service Provider (ISP): | Other (Do not select "iiNet") |
| DSL Standard/Mode/Modulation: | VDSL2 |
| Connection Type/Mode/WAN Type: | IPoE or Dynamic IP address |
| VDSL Profile: | 17a Multi Mode |
| Username: | N/A |
| Password: | N/A |
| G.INP: | Enabled |
| G.Vector: | Enabled |
| DNS: | 203.0.178.191 or 203.215.29.191 |
nbn® FTTC or HFC
If you use a third-party modem, your nbn phone service (and any calls) will not be available.
| Internet Service Provider (ISP): | Other (Do not select "iiNet") |
| DSL Standard/Mode/Modulation: | Ethernet/WAN |
| Connection Type/Mode/WAN Type: | PPPoE |
| VLAN: | Enabled/on (or you may need to set the VLAN networking standard, 802.1q) |
| VLAN ID: | 2 |
| Username: | Enter your full username here e.g. example@iinet.net.au |
| Password: | Enter your password (Forgotten password?) |
| DNS: | 203.0.178.191 or 203.215.29.191 |
nbn® FTTP
If you use a third-party modem, your included phone service (and any calls) will not be available.
| Internet Service Provider (ISP): | Other (Do not select "iiNet") |
| Mode/Modulation: | WAN |
| Connection Type/Mode/WAN Type: |
IPoE or Dynamic IP address (If this doesn't work, try PPPoE - this setting is required for select locations) |
| Username (required if using PPPoE): | Enter your full username e.g. example@iinet.net.au |
| Password (required if using PPPoE): | Enter your password (Forgotten password?) |
| DNS: | 203.0.178.191 or 203.215.29.191 |
RedTrain Fibre to the Home (FTTH)
Not sure if your FTTH service is OptiComm or RedTrain? Call us on 13 22 58.
| Internet Service Provider (ISP): | Other (Do not select "iiNet") |
| Mode/Modulation: | WAN |
| Connection Type/Mode/WAN Type: |
IPoE or Dynamic IP address (If this doesn't work, try PPPoE - this setting is required for select locations) |
| Username (required if using PPPoE): | Enter your full username e.g. example@iinet.net.au - you'll find this in emails about your FTTH service |
| Password (required if using PPPoE): | Enter your password (Forgotten password?) |
| DNS: | 203.0.178.191 or 203.215.29.191 |
OptiComm Fibre to the Home (FTTH)
Note: We're moving all OptiComm FTTH customers from IPoE to PPPoE before 31 December 2024. We'll contact you with more information if you're affected by this change.
Not sure if your FTTH service is OptiComm or RedTrain? Call us on 13 22 58.
| Internet Service Provider (ISP): | Other (Do not select "iiNet") |
| Mode/Modulation: | WAN |
| Connection Type/Mode/WAN Type: |
IPoE or Dynamic IP address (If this doesn't work, try PPPoE - this setting is required for select locations) |
| Username (required if using PPPoE): | Enter your full username e.g. example@iinet.net.au - you'll find this in emails about your FTTH service |
| Password (required if using PPPoE): | Enter your password (Forgotten password?) |
| DNS: | 203.0.178.191 or 203.215.29.191 |
nbn® Satellite or Wireless
| Internet Service Provider (ISP): | Other (Do not select "iiNet") |
| Mode/Modulation: | WAN |
| Connection Type/Mode/WAN Type: |
PPPoE |
| Username: | Enter your full username here e.g. example@iinet.net.au |
| Password: | Enter your password (Forgotten password?) |
| DNS: | 203.0.178.191 or 203.215.29.191 |
ULTRA Broadband
All ULTRA Broadband (FTTB, Cable & VDSL2) connections must use the modem supplied by us, which will auto-configure with all the required settings.
Connections using third-party hardware are not supported, however, you may choose to connect your own WiFi router to the supplied modem to handle your home WiFi network.
The article will explain the meaning of the status lights found on the nbn Connection Box (indoor unit) used for nbn Wireless services. These lights may help you quickly check on the status of your nbn connection which may be useful when troubleshooting issues.
Status lights
| Light | State | Meaning | |
| POWER | Off | No power supply. All other lights will be off if the Connection Box has no power. | |
| Red | Connection Box is operating on backup battery power and power is low (if a battery has been fitted). | ||
| Green | Connection Box has power. | ||
| Flashing Green | Connection Box is operating on backup battery power (if a battery has been fitted). | ||
| STATUS | Off | Connection Box has no power or is in an unexpected state. | |
| Red | A system fault is detected. | ||
| Flashing Amber | Connection Box is booting up/initialising. | ||
| Green | Connection Box is in test mode. | ||
| Flashing Green | Connection Box is operating normally. | ||
| OUTDOOR UNIT (ODU) | Off | Connection Box has no power or is in an unexpected state. | |
| Red | Connection Box is offline. | ||
| Flashing Red | An error is detected. | ||
| Green | Connection Box is online. | ||
| Flashing Green | Network activity. | ||
| SIGNAL STRENGTH | Off | Connection Box has no power or is offline. | |
| Red | Low signal strength (this is not necessarily a service fault as factors such as local weather can impact signal strength). | ||
| Amber | Medium signal strength. | ||
| Green | High signal strength. | ||
If you've never logged into Toolbox before, please see An Introduction to Toolbox.
If you've forgotten your password, please see How to retrieve a forgotten password.
If you wish to change the password for an additional mailbox (email service), see Change your additional mailbox password.
- Log in to Toolbox and select About Me.
- Under "Change password", select Update password.
- Fill out the form with your Current Password, New Password and Confirm Password. Passwords must meet the requirements in our Password Policy.
- Select Change password to finish.
iiNet made the decision to stop providing email services across iiNet and all subsidiary brands in 2023 to focus on creating better experiences for our core products: internet and mobile.
Customers who opted-in have now had their iiNet email addresses transferred to another Australian email provider, The Messaging Company.
Please contact The Messaging Company about support for these email addresses as iiNet will no longer be able to assist.
You can call The Messaging Company on 07 3497 3566 or submit a new request to their Support Centre.
Please note: The opt-in period has now closed, and any email address that was not opted-in has now been deleted and cannot be recovered. It is not possible to create new email addresses that use the “iinet.net.au” domain.
Will I need to pay anything to use my iiNet email address with The Messaging Company?
If your email address was included with your iiNet services: you won't need to pay anything to use your iiNet email address with The Messaging Company until 15 September 2024.
At least 60 days prior to 15 September 2024, The Messaging Company will contact customers with pricing options that will apply if you wish to continue using your iiNet email address with The Messaging Company.
If you paid for an iiNet email address: The Messaging Company will contact you with pricing options that will apply if you wish to continue using your iiNet email address with The Messaging Company.
iiNet is not able to provide any information about The Messaging Company's email pricing.
Terms and Conditions of Email Transfer
By opting-in to transfer your iiNet email service to The Messaging Company email platform, you acknowledge and agree that:
- We may disclose your personal information (i.e. your name, email address and contact number) to The Messaging Company for the purpose of facilitating your email transfer and you consent to this. The Messaging Company's privacy notice is available at: https://themessaging.co/privacy-notice/
- You will need to sign up with The Messaging Company as your email hosting provider and agree to their terms and conditions, and you will become a direct customer of The Messaging Company’s email service.
- Your iiNet email service will be transferred to The Messaging Company email platform, and The Messaging Company will be responsible for providing your email service after the transfer.
- iiNet will pay The Messaging Company email service charge until 15 September 2024. After 15 September 2024, you will be responsible for paying any charges you incur for the email service. The Messaging Company will contact customers with available pricing options at least 60 days prior to commencing charges for the email service.
- iiNet grants you the right to use your current email address, which incorporates one or more domain names owned by iiNet or one of our affiliates (e.g. @iinet.net.au).
- iiNet may withdraw the right for you to use your current email address when you cease acquiring services from iiNet or one of our affiliates.
- iiNet may also revoke the right in (4) above for other reasons, but we will endeavour to give you at least 60 days’ prior notice before that happens.
- Your use of your current email address, which incorporates one or more domain names owned by iiNet or our affiliates, is not transferable to another email service provider.
- When The Messaging Company begins providing your email services, iiNet and its affiliates will not be responsible to you in any way in connection with your email service (e.g. providing setup or troubleshooting support; security; service quality).
- If you contact us regarding your The Messaging Company email service, we may refer your inquiry to The Messaging Company directly, including by disclosing your personal information to The Messaging Company to help facilitate their prompt response to you. You consent to us disclosing your information to The Messaging Company for this purpose. If you have any concerns regarding how we handle your personal information, please email us at privacy@tpgtelecom.com.au or refer to our privacy policy at: https://www.iinet.net.au/about-us/legal/privacy
- The Messaging Company may collect your personal information in accordance with its privacy policy and terms and conditions. You should familiarise yourself with their privacy policy and ensure that you are comfortable with how your personal information will be handled. Neither iiNet or our affiliates will be responsible for any personal information you provide to The Messaging Company or their subsequent handling of such information.
If you've never logged into Toolbox before, please see An Introduction to Toolbox.
- Log in to Toolbox and select Notifications.
- You'll see a list of notifications. Simply click on a list item to expand it and view its content.
- You can use the Search bar to search for a specific notification, or you may sort notifications in the following ways:
- Date: Sort notifications by most to least recent.
- Description: Sort notifications in alphabetical order according to title.
This feature is available for nbn FTTB/FTTN/FTTC/FTTP & HFC only. If you have a different type of broadband, you'll need to contact us to reschedule.
If you've never logged into Toolbox before, please see An Introduction to Toolbox.
- Log in to Toolbox and select your nbn service.
- If your NBN order is in progress, you'll see the order tracker on the Dashboard. Under your Installation details, select request to reschedule.
- Choose from the list of available appointments and select Reschedule Appointment.
- Once your appointment has been successfully rescheduled, you'll receive an email and/or SMS from us to confirm.
This product was only available to select nbn FTTP customers as of 23 August 2017. It is no longer sold as of 15 May 2024.
These phone services do not have a voice mail feature.
Select one of the links below to jump to a query:
CLID Blocking
CLID Blocking (Calling Line ID Blocking) blocks your phone number from being displayed to the person you’re calling. It is disabled by default.
- Log in to Toolbox and select the VoIP service under Select service to manage.
- Select Settings.
- CLID Blocking can be enabled by setting its toggle switch to ON. Changes are saved automatically.
- While CLID Blocking is enabled, you can disable it for a single call by dialling *65 before the number you’re calling.
Call Barring
Call Barring blocks specific types of calls from being made using your phone service. It is disabled by default, but the following barring types are available:
- Bar outgoing long-distance (STD) calls
- Bar outgoing calls to Australian mobile phones
- Bar outgoing International calls
- Log in to Toolbox and select the VoIP service under Select service to manage.
- Select Settings.
- Each type of Call Barring can be enabled by setting its toggle switch to ON. Changes are saved automatically.
Call Forwarding/Diverting
Call forwarding allows you to divert calls from your phone number to a different number in the following circumstances:
- Always
- When your number is busy
- When calls to your number aren't answered
Standard call costs apply when any call forwarding features forward a call to a new destination. All call forwarding features are disabled by default.
- Log in to Toolbox and select the VoIP service under Select service to manage.
- Select Settings.
- Each type of Call Forwarding can be enabled by setting its toggle switch to ON, and entering the destination phone number in the text box.
- Select Update to save any changes.
Call Waiting
If someone calls your phone number while you’re on a call, Call Waiting allows you to put someone on hold. Call Waiting is enabled by default and currently, it cannot be disabled in Toolbox. If you’d like to disable Call Waiting, please call us on 13 22 58 and we’ll be happy to help.
- While on a call, you’ll hear a tone when there is another call waiting. To switch back and forth between the two calls, press the CALL button on your handset and then dial 2.
- To hang up on the person you’re currently speaking to and switch to the other caller, press the CALL button on your handset and then dial 1.
Call Return
Please note that dialling *69 is not supported for these services. However, handsets with a built-in call return function will work. Standard call costs apply.