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.  
    Toolbox NBN reschedule 1
  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. 
    toolboxreschedulerequest
  3. Choose from the list of available appointments and select Reschedule Appointment. 
    toolboxreschedulerequest2
  4. Once your appointment has been successfully rescheduled, you'll receive an email and/or SMS from us to confirm.
  1. Open Outlook and click File in the top left-hand corner of the screen. Select Info from the left-hand list and then click Add Account. 
    Outlook 2016 email setup 1
  2. In the pop-up window, enter your iiNet email address in the text box, then hit Connect. 
    Outlook 2016 setup
  3. Enter your Password and select Connect.
    Outlook 2016 setup
  4. Microsoft Outlook will automatically check your email settings and report back with any errors, such as if your email address or password is entered incorrectly.
    Note: If an error is found or settings could not be automatically detected, you should select Change Account Settings and correct your details. Refer to our recommended email settings for more info.
  5. If no errors were found, hit Done to finish.

 

  1. If you use multiple computers/devices to access your email but one of them is set to POP protocol instead of IMAP, that may be preventing your other devices from getting a copy of your emails. Refer to our email setup guides or email settings article for help adjusting your email setup.
  2. Try to log in to Toolbox. If you’re unable to log in due to a forgotten password, attempt to recover your password.
  3. Select Manage Email, then select Manage next to the relevant mailbox. 
    Toolbox email settings
  4. Some mail may not be received if it's being flagged and deleted as spam. Change the Filter options to tag. Changes to your settings will save automatically. 
    Toolbox email settings - spam tagging
  5. Likewise, you may not receive mail if mail forwarding is active. Under Email Forwarding, ensure that Local Delivery is turned ON to allow a copy of forwarded mail to stay in your inbox. Any unwanted mail forwarding rules can be deleted by clicking their cross icon. Changes to your settings will save automatically. 
    Toolbox email settings - mail forwarding
  6. Log in to iiNet Webmail. If you’re unable to log in due to a forgotten password, attempt to recover your password.
  7. If you can't log in to Webmail and it's a new iiNet email address, use a different email account to send yourself a test email, or ask a friend to email you. Once at least one email has been sent to your new mailbox, try logging in to Webmail again.
  8. If you can log in to Webmail, select Settings and check your quota. If your mailbox quota is exceeded, this can interrupt your ability to receive email. Follow the advice in Mailbox size limit exceeded.
    Check Webmail quota
  9. If you can log in to Webmail and your mailbox is under quota, send a test email to your own email address and wait a few minutes to see if it arrives in your Webmail inbox.
  10. If you can't log in to Webmail or you didn't receive your test email, please call us on 13 22 58 for further assistance.
  11. If you did receive your test email in Webmail, the issue is most likely with the settings in any third-party email software you're using (e.g. Outlook, Thunderbird, Mac Mail).
  12. Use the relevant setup instructions to edit the settings for your existing email account, particularly:

    Protocol: IMAP
    Username: Your full iiNet email address
    Password: Your iiNet email address password
    Mail server: mail.iinet.net.au
    Port & security type: 993 & SSL (for Apple devices), 143 & STARTTLS/TLS (for all other devices)
    Authentication: Enabled/password

    Important: If you decide to recreate your email account or “start from scratch”, you should not delete your original account setup unless you have already saved all important emails to your computer’s Desktop or hard drive.

  13. Run an Antivirus or malware scan using your Antivirus software. Please contact your Antivirus software’s Customer Support if you're not sure how to do this.
  14. Temporarily disable any firewall, antivirus or anti-malware software and attempt to browse again. Please contact your security software’s Customer Support if you're not sure how to do this, or you need help changing the software settings to allow emails.
  15. Call us on 13 22 58 for further assistance.

    This product is only available to select NBN® FTTP customers as of 23 August 2017.

    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.

    1. Log in to Toolbox and select the VoIP service under Select service to manage. 
      Toolbox service selection
    2. Select Settings.
    3. CLID Blocking can be enabled by setting its toggle switch to ON. Changes are saved automatically. 
      CLID Blocking
    4. 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
    1. Log in to Toolbox and select the VoIP service under Select service to manage. 
      Toolbox service selection
    2. Select Settings.
    3. Each type of Call Barring can be enabled by setting its toggle switch to ON. Changes are saved automatically. 
      Call Barring

    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.

    1. Log in to Toolbox and select the VoIP service under Select service to manage. 
      Toolbox service selection
    2. Select Settings.
    3. 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.
    4. Select Update to save any changes. 
      Call forwarding

    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.

    1. 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.
    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.

    iiNet services are typically only suspended in the following circumstances:

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

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

    How to unsuspend your iiNet services (Overdue invoices)

    1. Check your email and/or mobile phone for any email or SMS notifications from us.

      If your iiNet invoice isn't paid by the due date, you'll receive an email/SMS notification advising the earliest possible date your services may be suspended, BEFORE suspension occurs. Suspension can be prevented entirely by paying the amount owing before the advised suspension date.
    2. If your iiNet invoice remains unpaid and your iiNet services are suspended, all you need to do is pay the amount owing. You can do this by:

      - Making a payment in Toolbox; or
      - Calling us on 13 22 58 to make a secure credit card payment over the phone; or
      - Using any of the alternative payment methods listed on your invoice.

    3. Once your payment has cleared, your iiNet services should automatically unsuspend within one business day.

    If you are experiencing difficulties making this payment, then please see our Financial Hardship Policy for information about your options and how to speak to someone about your circumstances.

     

    How to unsuspend your iiNet services (Security incident)

    1. Check your email and/or mobile phone for any email or SMS notifications from us.

      Due to the unpredictable nature of security incidents, you'll be notified AFTER your services have been suspended. We may also attempt to contact you by phone using the contact details listed on your account.
    2. The notification you receive will explain the nature of the security incident and outline what needs to be done in order to resecure your account. In general, this will include:

      - Changing your iiNet account password(s)
      - Running antivirus and malware scans
      - Ensuring you are using secure passwords for your home network (i.e. WiFi and router access, particularly if a remote management feature is in use)

    3. Once we've spoken to you to verify your identity and ensure that measures have been taken to resecure your account, your iiNet services may be unsuspended.

    For more advice about how to stay safe online, including examples of emails impersonating iiNet, see our article about Scam emails and phishing.

    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.

    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.

    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.

    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.

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

    This article provides information about the consequences if we, the iiNet Group (including iiNet, Westnet, Internode, TransACT, and Adam Internet), exercise our right to restrict, suspend or disconnect one or more of your services for credit or debt management reasons.

    We will make several attempts to contact you via email and SMS regarding any credit or debt management issues for your services. A notice will be sent to you in advance of any restriction, suspension or disconnection occurring.

    If you are experiencing difficulties making this payment, then please see our Financial Hardship Policy for information about your options and how to speak to someone about your circumstances.

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

     

    Service restrictions are typically related to spend management tools and may occur when you have used 100% or more of your service inclusions, such as data. Restrictions do not necessarily indicate that your services are at risk of suspension or disconnection.

    If one or more of your services are restricted, you will not be able to use select features of the services. For example:

    • If you have a Mobile service and have used all of the monthly mobile data included in your plan, the ability to use mobile data will be restricted and you won't be able to access the internet. Other features of the service, such as receiving calls/SMS and making calls/SMS that are part of your plan’s included value, will remain available.
    • If you have a Fetch TV service that has exceeded the monthly spend limit for Video on Demand content, you won’t be able to purchase Video on Demand content such as movies or TV shows. Other features of the service, such as viewing TV channels, will remain available.

    You will need to wait until your next billing period begins for the restriction to be removed. Alternatively, you may call us on 13 22 58 to make arrangements for increasing your monthly spend limits.

    For prepaid mobile services, you may choose to top up your Prepaid Balance in Toolbox to purchase a mobile data block.

     

    If one or more of your services are suspended, you will not be able to use those services.

    For example, if your suspended service is a fixed or mobile voice service, you won’t be able to make calls (except to emergency services like 000) on your phone or handset or use mobile data. If your suspended service is an internet service, you won’t be able to connect to the internet or use services that require connection to the internet like email, VoIP phone or Fetch TV.

    You may not purchase additional services while one or more of your services are suspended. Ongoing monthly plan charges will still apply while the service is suspended. You will need to pay all overdue amounts owing before the suspension is removed. This can take up to 1 business day after the payment has been received.

    Failure to pay overdue amounts after services are suspended may lead to your services being disconnected.

     

    Unlike suspension, disconnection of your service is permanent.

    Disconnection means you will lose your telephone number, username and any email account(s) with us. You will need to reapply for a new service, which may incur new application costs. Following disconnection, the plan for your particular service may no longer be available.

    For example, if your voice service is disconnected, you won’t be able to use mobile data or receive or make any calls on your handset or phone (for some fixed line services, even calls to emergency services like 000 cannot be made or received after disconnection). You will also lose your telephone number and you will need to reapply for a new service, which may incur costs. If you have an internet service, you will lose access to the internet, including any service that requires internet access like email, VoIP phone or Fetch TV.

    We may also require you to immediately stop using and return to us, or allow us to remove, any equipment or material belonging to us. We may delete all of your data from any storage media, such as email servers (you are solely responsible for backing up your data).

    You will still have to pay all charges incurred before disconnection, including any applicable cancellation fees. Failure to pay may affect your ability to reapply for a new service with us.

    Disconnection will also activate our debt recovery process. This will involve referral to a recovery agent or solicitor and may result in a further claim for the costs associated with recovery action. The debt recovery process may also be reported, see our Credit Information Management Policy for more information.

     

    You can make a payment by following the instructions on your invoice or using a credit card to pay via Toolbox. Alternatively, you may call us on 13 22 58.

    If you wish to discuss your account, or don’t have your original invoice, then please contact our Support team via email or by calling 13 22 58 (open 24/7) and we’ll be happy to help.

    This information is not relevant to Liimitless data plans.

    If you use up all your data, purchasing a Data Pack will remove speed shaping until that additional data has also been used up, or the next billing period begins. Data Packs do not roll over to the next billing month if the data isn't used up.

     

    • 10GB for $10
    • 20GB for $15
    • 50GB for $30
    • 100GB for $50
    • 200GB for $80

     

    If you've never logged into Toolbox before, please see An Introduction to Toolbox.

    1. Log in to Toolbox and select the broadband service under Select service to manage. 
      Toolbox data pack 1
    2. In Dashboard view, select Add Data Pack. This option is also available on the Check Usage page. 
      Toolbox data pack 2
    3. You'll see a list of available Data Packs. Choose the desired Data Pack and hit Select. 
      Toolbox data pack 3
    4. Review the final summary and hit Submit to finish. The charge for your data pack will appear on your next invoice. 
      Toolbox data pack 4
    5. Once your data pack has been purchased, your usage should be reduced and your broadband speed should be unshaped within one hour. If you're still experiencing shaped speeds after this time, please try restarting your modem.

    We do not offer priority assistance, nor support for medi-alert services and monitored alarm systems. Priority assistance is offered by Telstra for people who may be reliant on a telephone service because of a serious medical condition. If you have a medi-alert or priority assistance service or believe that you are eligible, please consider this before proceeding with your order.

    From time to time, we receive queries about charges received from iNet Ltd, such as the example below:

    iNet bill example

    While they have do a similar name, iNet Ltd is NOT the same company as iiNet Limited, nor are they official resellers of iiNet Limited products and services.

    As such, our customer service team cannot assist iNet Ltd customers with their billing or service queries. You must contact iNet Ltd using the contact information on their website: http://inet.com.au/contactus.shtml

    If you'd like to switch providers to iiNet Limited, give our friendly Sales Team a call on 13 19 17 and we'll be happy to help.