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

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.

1. Log in to Toolbox and select About Me.
2. Under "Change password", select Update password. 
   
3. Fill out the form with your Current Password, New Password and Confirm Password. Passwords must meet the requirements in our Password Policy.
4. 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:

1. 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/
2. 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.
3. 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.
4. 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.
5. 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).
6. 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.
7. 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.
8. 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.
9. 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).
10. 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
11. 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.

1. Log in to Toolbox and select Notifications. 
   
2. You'll see a list of notifications. Simply click on a list item to expand it and view its content. 
   
3. 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.

1. Log in to Toolbox and select your nbn service.  
   
2. If your NBN order is in progress, you'll see the order tracker on the Dashboard. Under your Installation details, select request to reschedule. 
   
3. Choose from the list of available appointments and select Reschedule Appointment. 
   
4. 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:

Your iiNet services may be suspended if you have an overdue invoice, or in response to a security incident. Here's how to get unsuspended if that happens.

For more information about suspensions, see Consequences of Restriction, Suspension or Disconnection.

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

If you’re experiencing domestic or family violence, we’re here to help.

We understand that having access to communications can be vital for those who are experiencing or have been impacted by domestic or family violence. You can talk to us about how we may be able to assist you in staying connected.

Keeping your mobile number

If you’re the not the account owner but want to be able to keep your mobile number, we may be able to help you in some cases.

Please give us a call on 13 22 58. Our team may be able to assist by transferring your mobile number into your name.

We will need you to do the following:

• provide us with copies of documents that can verify your identity, such a drivers licence or Medicare card;
• provides us with supporting documents including a duly witnessed Statutory Declaration setting out you are or have been the subject of domestic or family violence and where necessary, an AVO, police report, court order or a letter from women’s shelter, financial counselor or community advocate; and
• demonstrate that you are using a device that is associated to the relevant mobile number.

We’ll tell you how to do this. Once the above is received or established and we have verified your identity and circumstances, we will work with you to determine, where available, the most suitable process to keep your mobile number.

Financial hardship

If you’re experiencing financial hardship due to domestic or family violence, you can speak to us about applying for financial hardship assistance. Please see our Financial Hardship Policy for more information.

Unwelcome communications

If, as a result of domestic violence, you’re receiving unwelcome calls or messages via a service you have with us, we may be able to assist. For information on what to do if you’re getting unwanted phone calls to your home phone number, see our Unwanted Phone Calls page. Please be aware that you can also block the number from which the unwelcome communications originate by using to your phone's own features or by downloading an app to restrict the calls and messages you receive. If you are receiving life threatening communications, please report these to the police immediately.

Further assistance

If you’d like further assistance, White Ribbon lists support hotline numbers to services available to you.