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.

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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.

Available Data Packs

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

How to buy a Data Pack in Toolbox

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. 
   
2. In Dashboard view, select Add Data Pack. This option is also available on the Check Usage page. 
   
3. You'll see a list of available Data Packs. Choose the desired Data Pack and hit Select. 
   
4. Review the final summary and hit Submit to finish. The charge for your data pack will appear on your next invoice. 
   
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:

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.

1. Visit our Network Status page to see if any known issues in your area are affecting your internet connection.
2. Run a speed test. If your result is lower than 3Mbps please call our Support Team on 13 22 58.
3. Multiple devices competing for bandwidth on your home network (e.g. downloading a movie or major game patch while watching/recording a Fetch channel) may cause temporary bandwidth issues.
4. Reduce the number of high-bandwidth activities running at the same time to allow more bandwidth for your Fetch service.
   Note: If the issue is temporary due to local congestion, you can prevent repeated display of the "Bandwidth Low" message by pressing the green button on your Fetch remote.
5. Open the Fetch menu and select the Gear icon.
6. Select User > Streaming. You may need to enter the parental PIN to continue (the default PIN is 0000).
7. Select a suitable bandwidth setting:
   
   - 3 channels (6 Mbps) - Limits Fetch to 3 streams (watch/record up to 3 channels at a time). Try this setting first.  
   - 2 channels (4 Mbps): Limits Fetch to 2 streams (watch/record up to 2 channels at a time). Choose this setting if channels don't play smoothly when "3 channels (6 Mbps)" is selected.
   - 1 channel (2 Mbps): Limits Fetch to 1 stream (watch/record one linear channel at a time). Choose this setting as a last resort.
    
   
8. Changes will save automatically. Exit the Fetch menu to finish.
9. Call us on 1300 701 006 for further assistance.

This article will show you how to how to run a ping test and traceroute using PingPlotter 5 Free, a third-party application available on Windows, macOS and iOS. If you have an Android OS device, you'll need to run this test using a desktop computer with Windows or macOS.

Note: These simple tests do not require Standard or Professional subscriptions; using the Free version will suffice.

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Without bandwidth control, your modem/router may attempt to upload faster than the speed of your nbn plan, which will result in your connection dropping out as nbn will start discarding information sent across the connection.

All modems supplied by iiNet take care of this setting automatically to ensure you have the fastest and most stable connection possible.

Note: If you have any trouble following this guide, please run a Google search or visit your modem/router manufacturer's website for support information.

1. On a device that's connected to your modem, open your web browser and go to your modem's default gateway (this is the page where you can log in and change the modem settings). Common addresses are http://192.168.1.1, http://192.168.0.1 and http://192.168.1.254.
    
   If these don't work for you, check your modem manufacturer's website for support information. Alternatively, if you have a desktop PC or Mac you can follow the advice in this article to find the gateway address.
2. You'll see a login page. If there's a username field, the default username will almost always be admin. The default password is typically admin or password.
   
   If you can't log in with these settings, check the modem's barcode sticker for the default login settings. If the modem is secondhand or you've used it previously, it may already have custom login details set. As a last resort, you can factory reset the modem to return it to the default settings.
3. The setting you need to find is most likely in an Advanced section. If you see any option for advanced settings or to switch to an advanced view, select it.
4. Locate the bandwidth control setting. This is commonly labelled QoS or Bandwidth/Traffic control.
5. Ensure that upstream bandwidth/QoS is enabled and set the bandwidth maximum according to your nbn plan as listed below.

   - If you have an NBN12 plan, enter a maximum of 950kbps
   - If you have an NBN25 plan, enter a maximum of 4950kbps
   - If you have an NBN50 plan, enter a maximum of 19500kbps
   - If you have an NBN100 plan, enter a maximum of 19500kbps*
   - If you have an NBN250 plan, enter a maximum of 24500kbps
   - If you have an NBN Ultrafast plan, enter a maximum of 49500kbps
   
   *Note: Business NBN100 plans and some legacy residential NBN100 plans may require a maximum of 39500kbps instead.

6. Save your changes to finish. An example for a Netgear modem is shown below. 
   

This article covers features for all current iiNet VoIP services such as nbn Phone, VDSL2 Phone and FTTB Phone.

These services do not have a voice mail feature.

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

Cost information

Standard features are included with your VoIP service, but please note that standard call costs apply when any call forwarding features forward a call to a new destination. All call forwarding features are disabled by default.

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Invoice alignments make sure you're billed the correct rate for the exact days you had a particular plan or service.

When you first order iiNet services, you make a prepayment for your monthly plan fees.

This article will explain invoice alignments and prepayments in more detail.

Your billing period begins on your anniversary date

When your first iiNet service is ordered, your "anniversary date" is set roughly 14 calendar days later. This is the date your iiNet bills are typically due each month. As a rule, billing anniversary dates don't get set for the 29th, 30th or 31st days of a month - only days 1 to 28 are used.

The billing period for your iiNet services is also based on your anniversary date (e.g. Billed period: 04 JAN 2017 - 04 FEB 2017). If you change plans, billing is aligned to the same billing period.

All iiNet services are billed one billing period in advance

As per the Billing Policy in our Customer Relationship Agreement, iiNet services are billed in the following ways:

• Recurring or fixed charges such as monthly plan fees are billed in advance. One month's pre-payment for services is taken immediately after your order is placed, but this prepayment stays on your iiNet account until your services are active and ready to be billed.
• Variable charges such as phone calls are billed in arrears, which means they are paid after the charges have accrued (after all, we can't know which phone calls you've made until after you've made them!).

When you change plans, you'll receive a credit on your iiNet account for any unused plan fees that you paid in advance. You will then be charged in advance at the rate for your new plan.

Example: The first invoice after placing an order (pre-payment)

The example below shows the initial setup charges for an internet service that was just ordered, as well as the one month's prepayment that's taken immediately whenever an order is placed.

• A) Details about the payment that was taken from your nominated bank account or credit card
• B) One month's pre-payment for your ordered plan
• C) One-off setup charges such as broadband activation, modem purchases and hardware delivery

Example: The second invoice after placing an order (alignments)

The example below shows the charges for an internet service that has now been activated and billing has commenced. Credit from the one month's prepayment is used to balance one month's worth of charges now that the service is active.

• A) Credit from pre-payment will be used to balance some of the charges on this invoice, so you're not paying for any days before your broadband service was activated
• B) One Full Monthly Charge for the next billing period (one billing period in advance)
• C) One Full Monthly Charge for the current billing period
• D) In this example, the broadband service was active for 11 days before the beginning of the current billing period. A pro-rated charge covers the cost of these days

Please note: If you're trying to follow along with a calculator, it's worth noting that our billing system calculates fees right down to the second. It's unlikely that a service would be activated at exactly 12AM, so while a plan may cost $1.97 for each full day of the year, less than that would be charged for the day a service was activated.

Why have I only received part of my plan value?

This can happen when you change plans, or activate a new service partway through your billing period.

If you've been billed for a part month charge for your plan, then you'll receive a proportionate part of your plan's monthly value for data or calls, etc.

For example, if you've been billed for 10 days worth of your new broadband service with an included Netphone, you'll receive 10 days worth of its included monthly data and call value.

This is known as "pro-rating", and it means that you'll pay the correct rate and receive the correct value for the exact days you had each plan. Once your next billing period begins, you'll receive the full monthly value at the full monthly price.

Pro-rating does not affect unlimited or all-inclusive allowances, such as our Liimitless broadband data plans. After all, you can't divide infinity!

What happens to fees I've paid in advance if I change plans or cancel a service?

When you change plans or cancel a service, any amount you've paid in advance for that service is credited back to your account.

• If you've changed plans, you'll then be billed in advance at the rate for your new plan. Any remaining credit will be used to balance charges on your next invoice.
• If you're cancelling one service but you still have others, the credit will be used to balance charges on your next invoice.
• If you're closing your account, any remaining credit after your final invoice can be refunded back to your nominated bank account or credit card.

This article will help iiNet customers who have services across two billing systems understand the differences between their two iiNet accounts and how they can manage their services. We call these customers "dual account" customers.

Why do I have a dual account?

iiNet is currently in the process of implementing a new billing system behind the scenes. It's a gradual process to release our existing broadband products on this billing system. Currently, our new billing system is used for:

• Mobile SIM plans
• nbn services
• 4G Home Wireless Broadband services
• 5G Home Broadband services
• ULTRA Broadband services

In some cases, existing customers may also have iiNet services which aren't yet available in the new billing system. That means that they'll have two accounts which need to continue indefinitely until we're able to get all of their services in the new billing system. We call this situation a "dual account".

Do I need to call a different number for Technical Support etc.?

Nope. Simply use the standard contact information available on our Contact Us page and follow the prompts to get through to the department you need.

Will I have two invoices?

Yes. Each billing system will issue its own invoice for the services on each account. Don't worry, though - you won't be billed twice for the same service as one service can only exist in one billing system. You'll receive your invoices via email as usual and payment will be automatically debited from your nominated bank account or credit card in time for the due date.

These invoices look different. At a glance, you can see that it's pretty easy to tell which is which. You can also take a look at the services which are listed on your invoice to confirm which is which.

Invoice from existing billing system	Invoice from new billing system
Learn more about billing periods for this invoice	Learn more about billing periods for this invoice

How do I manage my services online in Toolbox?

Just like dual account customers have two different invoices, there are two different versions of Toolbox to use to manage your account online; one for your services in our existing billing system, and one for your services in our new billing system.

You can log into either Toolbox from the same place, our main login page at https://toolbox3.iinet.net.au/. The trick to getting one Toolbox or the other is the credentials you use to log in.

Toolbox for existing billing system	Toolbox for new billing system
Log in at https://toolbox3.iinet.net.au/ with the username and password for the iiNet mailbox associated with your iiNet Mobile service (this may be your username with "_mobile" at the end), or old iiNet broadband service.	Log in at https://toolbox3.iinet.net.au/ with the username and password associated with your new iiNet service.
Learn more about what you can do in this Toolbox	Learn more about what you can do in this Toolbox

if you've forgotten your password for either Toolbox, please use our password recovery tool.

How do I switch between iiHelp articles relevant to each billing system?

From time to time, you may need to check out a guide on iiHelp to read up on how to do something related to your iiNet account or services. The majority of articles, such as those for troubleshooting services, can be used by any iiNet customer, regardless of which billing system their services are in. However, some articles, particularly those about billing and Toolbox, have different information that's relevant to either our existing billing system, or our new billing system.

So, how do you get the information you're looking for? It's pretty simple. Whenever an iiHelp article has equivalent articles for each billing system, you'll see a banner like the example below. You can use this banner to make a selection so you'll be shown the right stuff.

Simply click the link and choose what your invoice or Toolbox looks like and you'll be taken to the relevant advice in the article.

If you need to change your decision, simply scroll back to the top of the article and choose again.