This article will explain the status lights found on the Cable Gateway Pro (EPC3940L) supplied for iiNet Cable services, which may be useful when troubleshooting.
Important light states to note
- If the US and DS lights are BLINKING but the Online light is OFF, the Cable service may not yet be activated on our end. This typically occurs within one business day of your Cable service connection appointment. If you have any concerns, please call us on 13 22 58 and we'll be happy to help.
- If the US and DS lights are BLINKING and the Online light is ON, the modem is updating its firmware. No action is needed - simply wait for the update to complete.
Status lights
| Light | State | Meaning | |
| 1) Power | Off | Modem has no power. | |
| Green | Modem has power. | ||
| 2) DS | Off | Not connected to the Cable network or modem has no power. Troubleshoot no connection. | |
| Green | Modem is online. Flashes during initial search for a downstream channel. | ||
| 3) US | Off | Not connected to the Cable network or modem has no power. Troubleshoot no connection. | |
| Green | Modem is online. Flashes during initial search for an upstream channel. | ||
| 4) Online | Off | Modem is not registered/online on the Cable network or modem has no power. Troubleshoot no connection. | |
| Green | Modem is registered to the Cable network and fully operational. | ||
| 5) Ethernet 1-4 | Off | Nothing connected to Ethernet port or modem has no power. If something is plugged in, try a different Ethernet cable. | |
| Green | Ethernet connection to corresponding Ethernet port. Flashes during Ethernet connection activity. | ||
| 6) Wireless button | N/A Not a light | Press to turn both 2.4GHz and 5GHz WiFi ability on/off. | |
| 7/8) 2.4G/5G Wireless | Off | 2.4GHz or 5GHz WiFi disabled or modem has no power. | |
| Green | 2.4Ghz or 5GHz WiFi enabled. Flashes during WiFi network activity. | ||
| 9) WPS Button | N/A Not a light | Press to enable WPS search mode. | |
| 10/11) TEL1/TEL2 | Off | Netphone (VoIP) disabled or modem has no power. | |
| Green | Netphone (VoIP) enabled. Flashes during calls. | ||
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 My Products from the navigation bar, and then select Broadband. If you're on a mobile device and you don't see this option, click the grey square with three lines to show the navigation menu.
- If you have more than one broadband service, select the right username from the Product drop-down menu.
- Select Manage nbn appointment from the Actions menu. If you're on a mobile device and you don't see the Actions menu, click the grey bar labelled Broadband actions to show it.
- Select Reschedule. Note that this option will only be displayed for appointments with the "Reserved" status.
- Fill out the form to select your desired date and time slot.
IMPORTANT: As per the on-screen warning, all requests for a weekend or public holiday appointment will be rejected. Please take care not to do this as it may cause delays in your order.
- Click Submit to submit your request to reschedule.
- Once your appointment has been successfully rescheduled, you'll receive an email and/or SMS from us to confirm. In the event that your request is rejected (i.e. a weekend or public holiday was selected) we'll contact you to arrange an available appointment.
The article will explain the status lights found on the Network Termination Units (NTU) used for iiNet Fibre to the Building (FTTB) services.
Select your NTU model
 |
Adtran® 422G GFast NTU |
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|
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Adtran® 422G Gfast NTU Status lights
| Light | State | Meaning | |
| POWER | Off | No power. | |
| Green | Your NTU has power. | ||
| GFAST | Flashing green | Make sure the phone cable between your NTU and phone socket is plugged in securely, and restart your NTU. Please call us on 1300 997 271 if the light stays flashing. Note: You must use the supplied 1-metre phone cable. Longer phone cables can cause connection issues. |
|
| Green | Your NTU is operating normally. | ||
| LAN | Off | Make sure the Ethernet cable between your NTU and modem is plugged in securely, and restart your NTU. If the light stays off, try a new Ethernet cable. Please call us on 1300 997 271 if the issue persists. | |
| Green | Successful network connection. This light flashes during data transfer. | ||
LEA Networks NTU Stats lights
| Light | State | Meaning | |
| POWER | Off | No power. | |
| Green | Your NTU has power. | ||
| OUT | Off | Your NTU isn't detecting the FTTB equipment in the MDF. Please call us on 13 22 58. | |
| Green | Your NTU is operating normally. | ||
| Flashing green | Line issue detected. Make sure the phone cable between your NTU and phone socket is plugged in securely. Please call us on 13 22 58 if the issue persists. | ||
| WARNING | Off | Your NTU is operating normally. | |
| Flashing green | Overload detected. Unplug the power cord from the NTU and then plug it back in. Please call us on 13 22 58 if the issue persists. | ||
Power/DIAG NTU Status lights
| Light | State | Meaning | |
| POWER | Off | No power. | |
| Green | Your NTU has power. | ||
| Flashing | Your NTU may be malfunctioning. Please call us on 13 22 58 for assistance. | ||
| DIAG | Off | Provided POWER light is on and not flashing, the NTU is functioning as expected. | |
| Red | Make sure the phone cable between your NTU and phone socket is plugged in securely. If possible, try another 1-metre phone cable. Please call us on 13 22 58 if this light stays red. | ||
The article will explain the status lights found on the nbn Connection Device (NCD) used for nbn Fibre to the Curb (FTTC) services, which may be useful for troubleshooting.
Status lights
The status lights may be covered by a small sliding panel on the face of your nbn Connection Device.
| Light | State | Meaning | |
| LAN | Off | NCD has no power or is not connected to a modem/router. | |
| Blue | Successful connection between NCD and modem/router. Flashing indicates local network activity. | ||
| Amber | Successful connection between NCD and modem/router. Flashing indicates local network activity. | ||
| DSL | Off | NCD has no power or is not communicating with the nbn. | |
| Blue | NCD is successfully communicating with the nbn. | ||
| Connection | Off | NCD has no power. | |
| Blue | Successful reverse power to nbn equipment outside the premises. | ||
| Red | Issue with reverse power. Please call us on 13 22 58 for assistance. | ||
| Power | Off | NCD has no power. | |
| Blue | NCD has power. | ||
iiNet Soul Preselect and Override plan details
Will my phone number and local call provider change?
Your phone number will stay the same and your local call provider will not be affected by this change. However, you may notice a difference in call rates. See below for more information.
Where can I find the iiNet Soul Preselect/Override call rates?
Your Preselect/Override service is only applicable to international call rates, which you can find here. For other call rates, please contact your local call provider.
What's the difference between Preselect and Override?
With iiNet Soul Preselect plans, iiNet is automatically your call provider for all long distance calls.
With iiNet Soul Override plans, you need to manually set iiNet as your call provider for each long distance call, otherwise the long distance rates from your local call provider will apply. To do this, simply dial the manual override prefix 1414 before the phone number. This new prefix should be used instead of the old prefix, 1423.
What is the new prefix for iiNet Soul Override plans?
The new Override prefix is 1414.
Billing and payments
What happens to my invoices after the move?
Once your Soul phone service is converted to an iiNet phone service, you'll receive a final invoice from Soul and your first invoice from iiNet. After that, you'll continue to receive monthly invoices from iiNet as an iiNet customer.
I received an email advising me to call up and confirm my payment details. Why?
For security reasons, any credit card details that were recorded on your Soul account could not be transferred to iiNet's billing system.
Other customers may have paid by a method (e.g. cheque) which is not supported at iiNet.
In both cases, please call us on 1300 712 583 to reach members of our friendly Support Team who can assist with safely recording your payment details.
As per the Billing Policy in our Customer Relationship Agreement, you must have valid payment details (in the form of a credit card or bank account) on file at all times. Without these payment details, your iiNet invoices will fail to debit automatically, which will result in temporary suspsension of your services.
Are paper invoices available at iiNet?
iiNet provides email invoices free of charge. Paper invoices are available at a cost of $1.49 per invoice - this cost will be waived on your first iiNet invoice however it will apply for subsequent invoices.
If you'd like to opt out of paper invoices after moving across to iiNet, please call us on 13 22 58 or see this guide to update your billing contact preferences in Toolbox.
Being an iiNet customer
Which number should I call for support and billing queries?
- For everything to do with your move from Soul across to an iiNet Soul Phone plan, please call 1300 712 583 to reach members of our team who can assist you.
- Once you're settled in as an iiNet customer, you should call our 24/7 Support and Billing Team on 13 22 58 and they'll be happy to help.
How can I manage my iiNet account?
You can manage your account online using Toolbox. To get started with Toolbox, please call us on 13 22 58 to retrieve your Toolbox login details.
Once you can log in, please see An Introduction for Toolbox, which will show you how to use Toolbox. The introduction article also links to guides on everything you can do in Toolbox, including checking your usage, reviewing your invoices and updating your iiNet account details.
I no longer require my Soul services. How can I cancel them?
Please note that Soul phone services are legacy products. Once cancelled, they cannot be resold.
Soul Preselect services: Please contact your local call provider (this is the provider you pay for Home Phone line rental) and request that your Long Distance calling is transferred away from iiNet, to your local call provider instead. Once this transfer has completed, you will no longer be billed for Long Distance calls through iiNet.
Soul Override services: Please call us on 13 22 58 and request that the Soul Override service be deleted from your account. Once this service has been deleted, it will no longer be available.
Soul Preselect/Override International Call rates
Using CTRL + F to search within your web browser is recommended.
The duration of all calls is measured in increments of one second.
*$1.98 up to 30 minutes to top 20 countries (landlines only).
| Country | Flagfall | Rate per minute |
| USA | $0.44 | $0.21* |
| New Zealand Premium Timed | $0.44 | $14.95 |
| Afghanistan | $0.44 | $2.18 |
| Hong Kong | $0.44 | $0.38* |
| Indonesia | $0.44 | $0.94* |
| Ireland | $0.44 | $0.48* |
| Italy | $0.44 | $0.40* |
| Japan | $0.44 | $0.42* |
| Korea (South) | $0.44 | $0.83* |
| Malaysia | $0.44 | $0.60* |
| Netherlands | $0.44 | $0.50* |
| New Zealand | $0.44 | $0.21* |
| Singapore | $0.44 | $0.45* |
| South Africa | $0.44 | $0.65* |
| Sweden | $0.44 | $0.50* |
| Switzerland | $0.44 | $0.50* |
| Taiwan | $0.44 | $0.80* |
| United Kingdom | $0.44 | $0.21* |
| Canada | $0.44 | $0.21* |
| China | $0.44 | $0.75* |
| France | $0.44 | $0.44* |
| Germany | $0.44 | $0.42* |
| Samoa (American) Mobile | $0.44 | $0.97 |
| Brazil Mobile | $0.44 | $1.26 |
| Peru Mobile | $0.44 | $1.55 |
| Philippines | $0.44 | $0.69 |
| Slovenia Mobile | $0.44 | $1.09 |
| Diego Garcia | $0.44 | $2.00 |
| Philippines Mobile | $0.44 | $0.96 |
| Poland | $0.44 | $0.77 |
| Poland Mobile | $0.44 | $1.12 |
| Solomon Island | $0.44 | $1.62 |
| Somalia | $0.44 | $1.83 |
| Brunei | $0.44 | $0.98 |
| Brunei Mobile | $0.44 | $1.24 |
| Portugal | $0.44 | $0.99 |
| Bulgaria | $0.44 | $1.21 |
| Portugal Mobile | $0.44 | $1.30 |
| South Africa Mobile | $0.44 | $0.78 |
| Bulgaria Mobile | $0.44 | $2.11 |
| Burkina Faso | $0.44 | $1.71 |
| Spain | $0.44 | $0.54 |
| Burkina Faso Mobile | $0.44 | $1.71 |
| Burundi | $0.44 | $1.71 |
| Burundi Mobile | $0.44 | $4.05 |
| Puerto Rico | $0.44 | $0.79 |
| Spain Mobile | $0.44 | $0.90 |
| Sri Lanka | $0.44 | $0.89 |
| Cambodia | $0.44 | $1.56 |
| Sri Lanka Mobile | $0.44 | $1.16 |
| Cambodia Mobile | $0.44 | $1.80 |
| Qatar | $0.44 | $1.71 |
| Cameroon | $0.44 | $1.88 |
| Qatar Mobile | $0.44 | $4.05 |
| Cameroon Mobile | $0.44 | $2.15 |
| Sudan | $0.44 | $1.48 |
| Sudan Mobile | $0.44 | $1.48 |
| Reunion | $0.44 | $1.53 |
| Suriname | $0.44 | $1.40 |
| Swaziland | $0.44 | $1.71 |
| Sweden Mobile | $0.44 | $0.81 |
| Switzerland Mobile | $0.44 | $0.81 |
| Finland Mobile | $0.44 | $0.90 |
| France Mobile | $0.44 | $0.69 |
| Guiana (French) | $0.44 | $1.27 |
| Syria | $0.44 | $1.71 |
| French Guiana Mobile | $0.44 | $1.27 |
| Syria Mobile | $0.44 | $1.71 |
| French Polynesia | $0.44 | $1.00 |
| Syria Damascus | $0.44 | $1.71 |
| Gabon | $0.44 | $1.61 |
| Gabon Mobile | $0.44 | $4.05 |
| Taiwan Mobile | $0.44 | $0.94 |
| Cape Verde Mobile | $0.44 | $2.05 |
| Cape Verde | $0.44 | $1.71 |
| Cayman Islands | $0.44 | $1.28 |
| Gambia | $0.44 | $4.05 |
| Georgia | $0.44 | $1.27 |
| Tajikistan | $0.44 | $1.28 |
| Tajikistan Mobile | $0.44 | $1.67 |
| Georgia Mobile | $0.44 | $1.65 |
| Central African Republic | $0.44 | $1.83 |
| Chad | $0.44 | $1.95 |
| Tanzania | $0.44 | $1.53 |
| Chile | $0.44 | $0.77 |
| Tanzania Mobile | $0.44 | $1.53 |
| Chile Mobile | $0.44 | $1.12 |
| Thailand | $0.44 | $0.76 |
| Thailand Mobile | $0.44 | $1.02 |
| East Timor | $0.44 | $2.85 |
| Germany Mobile | $0.44 | $0.72 |
| Togo | $0.44 | $1.73 |
| Togo Mobile | $0.44 | $1.73 |
| China Mobile | $0.44 | $0.90 |
| Tokelau | $0.44 | $2.52 |
| Tonga | $0.44 | $1.34 |
| Colombia | $0.44 | $1.26 |
| Colombia Mobile | $0.44 | $1.35 |
| Tonga Mobile | $0.44 | $1.34 |
| Ghana | $0.44 | $1.44 |
| Ghana Mobile | $0.44 | $1.63 |
| Trinidad & Tobago | $0.44 | $1.43 |
| Tunisia | $0.44 | $1.08 |
| Gibraltar | $0.44 | $1.08 |
| Tunisia Mobile | $0.44 | $2.48 |
| Gibraltar Mobile | $0.44 | $2.10 |
| Turkey | $0.44 | $0.69 |
| Turkey Mobile | $0.44 | $0.96 |
| Greece | $0.44 | $0.44 |
| Greece Mobile | $0.44 | $0.71 |
| Greenland | $0.44 | $1.12 |
| Greenland Mobile | $0.44 | $1.33 |
| Guadaloupe | $0.44 | $1.12 |
| Guadaloupe Mobile | $0.44 | $1.12 |
| Guam | $0.44 | $0.72 |
| Guatemala | $0.44 | $1.34 |
| Guatemala Mobile | $0.44 | $1.69 |
| Guinea Republic Mobile | $0.44 | $2.14 |
| Guinea Republic | $0.44 | $1.78 |
| Alaska | $0.44 | $0.13 |
| Latvia Mobile | $0.44 | $1.45 |
| Lebanon | $0.44 | $1.04 |
| Lebanon Mobile | $0.44 | $1.31 |
| Lesotho | $0.44 | $1.32 |
| Guinea Bissau | $0.44 | $1.99 |
| Liberia | $0.44 | $1.75 |
| Guyana | $0.44 | $1.44 |
| Liberia Mobile | $0.44 | $2.55 |
| Haiti | $0.44 | $2.30 |
| Haiti Mobile | $0.44 | $3.15 |
| Libya | $0.44 | $1.49 |
| Libya Mobile | $0.44 | $2.83 |
| Liechtenstein Mobile | $0.44 | $0.71 |
| Vatican City | $0.44 | $0.42 |
| Liechtenstein | $0.44 | $0.59 |
| Honduras | $0.44 | $1.38 |
| Lithuania | $0.44 | $1.39 |
| Honduras Mobile | $0.44 | $2.48 |
| Hong Kong Mobile | $0.44 | $0.61 |
| Lithuania Mobile | $0.44 | $1.39 |
| Luxembourg | $0.44 | $0.67 |
| Luxembourg Mobile | $0.44 | $1.10 |
| Hungary | $0.44 | $0.54 |
| Hungary Mobile | $0.44 | $0.81 |
| Iceland | $0.44 | $0.90 |
| iceland Mobile | $0.44 | $1.99 |
| Uraguay | $0.44 | $1.22 |
| Uraguay Mobile | $0.44 | $1.49 |
| Uzbekistan | $0.44 | $1.32 |
| Vanuatu | $0.44 | $1.16 |
| India | $0.44 | $1.08 |
| India Mobile | $0.44 | $1.35 |
| Macau | $0.44 | $1.22 |
| Venezuela | $0.44 | $0.90 |
| Macau Mobile | $0.44 | $1.49 |
| Venezuela Mobile | $0.44 | $2.07 |
| Macedonia | $0.44 | $0.94 |
| Macedonia Mobile | $0.44 | $1.19 |
| Vietnam | $0.44 | $1.48 |
| Madagascar | $0.44 | $1.78 |
| Madagascar Mobile | $0.44 | $2.74 |
| Vietnam | $0.44 | $1.48 |
| Vietnam Ho Chi | $0.44 | $1.48 |
| Vietnam Mobile | $0.44 | $1.63 |
| Malawi Mobile | $0.44 | $1.78 |
| Malawi | $0.44 | $1.48 |
| Malaysia Mobile | $0.44 | $0.85 |
| Virgin Islands British | $0.44 | $1.58 |
| Maldives | $0.44 | $1.71 |
| Maldives Mobile | $0.44 | $4.05 |
| Mali | $0.44 | $1.76 |
| Wallis Island | $0.44 | $3.07 |
| Yemen (Arab) | $0.44 | $1.53 |
| Mali Mobile | $0.44 | $4.05 |
| Zambia | $0.44 | $1.53 |
| Zambia Mobile | $0.44 | $1.53 |
| Malta | $0.44 | $0.89 |
| Malta Mobile | $0.44 | $1.16 |
| Zimbabwe | $0.44 | $0.82 |
| Zimbabwe Mobile | $0.44 | $1.09 |
| Marshall Islands | $0.44 | $1.58 |
| Martinique | $0.44 | $1.28 |
| Mauritania | $0.44 | $1.78 |
| Mauritius | $0.44 | $1.28 |
| Mayotte | $0.44 | $1.34 |
| Mexico Mobile | $0.44 | $1.19 |
| Mexico | $0.44 | $0.99 |
| Micronesia | $0.44 | $1.58 |
| Moldova | $0.44 | $1.71 |
| Moldova Mobile | $0.44 | $2.48 |
| Monaco | $0.44 | $1.03 |
| Monaco Mobile | $0.44 | $1.15 |
| Mongolia | $0.44 | $1.83 |
| Montenegro | $0.44 | $1.05 |
| Montenegro Mobile | $0.44 | $1.30 |
| Montserrat | $0.44 | $1.44 |
| Morrocco | $0.44 | $1.75 |
| Morrocco Mobile | $0.44 | $2.55 |
| Brazil | $0.44 | $0.99 |
| Reunion Mobile | $0.44 | $1.53 |
| Romania | $0.44 | $1.22 |
| Romania Mobile | $0.44 | $1.49 |
| Russia | $0.44 | $1.35 |
| Russia Mobile | $0.44 | $1.93 |
| Sakhalin | $0.44 | $1.35 |
| Nakhodka | $0.44 | $1.35 |
| Khabarousk | $0.44 | $1.35 |
| Rwanda Mobile | $0.44 | $1.84 |
| Rwanda | $0.44 | $1.53 |
| Ascension Islands | $0.44 | $1.65 |
| St. Helena | $0.44 | $1.57 |
| St. Kitts | $0.44 | $1.57 |
| St. Lucia | $0.44 | $1.57 |
| St. Pierre | $0.44 | $1.24 |
| St. Vincent | $0.44 | $1.57 |
| Samoa (Western) | $0.44 | $0.87 |
| Samoa (American) | $0.44 | $0.87 |
| Western Samoa Mobile | $0.44 | $0.97 |
| San Marino | $0.44 | $0.86 |
| San Marino Mobile | $0.44 | $0.86 |
| Sao Tome & Principe | $0.44 | $1.78 |
| Inmarsat SNAC | $0.44 | $13.50 |
| Inmarsat-A: AOR | $0.44 | $13.50 |
| Inmarsat-POR | $0.44 | $13.50 |
| Inmarsat-A: IOR | $0.44 | $13.50 |
| Inmarsat-A: AOR-W | $0.44 | $13.50 |
| International Mobile Satellite | $0.44 | $13.50 |
| Inmarsat-B: AOR | $0.44 | $10.00 |
| Inmarsat-M: AOR | $0.44 | $10.00 |
| Minisat AOR East | $0.44 | $10.00 |
| Inmarsat-B: IOR | $0.44 | $10.00 |
| Inmarsat-M: IOR | $0.44 | $10.00 |
| Minisat IOR | $0.44 | $10.00 |
| Inmarsat-B: AOR-W | $0.44 | $10.00 |
| Inmarsat-M: AOR-W | $0.44 | $10.00 |
| Minisat AOR West | $0.44 | $10.00 |
| Turkmenistan | $0.44 | $1.28 |
| Turks Caicos Island | $0.44 | $1.44 |
| Tuvalu | $0.44 | $2.78 |
| Uganda | $0.44 | $1.53 |
| Uganda Mobile | $0.44 | $2.01 |
| Iridium | $0.44 | $10.00 |
| Comoro Island | $0.44 | $1.66 |
| Congo | $0.44 | $1.71 |
| Congo Democratic Republic | $0.44 | $1.75 |
| Republic of Congo Mobile | $0.44 | $2.74 |
| Saudi Arabia | $0.44 | $1.49 |
| Saudi Arabia Mobile | $0.44 | $2.05 |
| Ukraine | $0.44 | $0.99 |
| Ukraine Mobile | $0.44 | $1.92 |
| Senegal | $0.44 | $1.95 |
| Senegal Mobile | $0.44 | $2.55 |
| Cook Islands | $0.44 | $1.97 |
| Costa Rica | $0.44 | $1.44 |
| Costa Rica Mobile | $0.44 | $2.22 |
| Serbia & Montenegro | $0.44 | $1.05 |
| Serbia & Montenegro Mobile | $0.44 | $1.30 |
| United Arab Emirates | $0.44 | $1.14 |
| United Arab Emirates Mobile | $0.44 | $1.35 |
| Seychelles | $0.44 | $2.17 |
| Ivory Coast | $0.44 | $1.79 |
| Ivory Coast Mobile | $0.44 | $1.89 |
| Sierra Leone | $0.44 | $1.84 |
| Sieraa Leone Mobile | $0.44 | $4.05 |
| United Kingdom (Special) | $0.44 | $0.54 |
| United Kingdom Premium | $0.44 | $0.79 |
| United Kingdom Mobile | $0.44 | $0.54 |
| Croatia | $0.44 | $0.79 |
| Croatia Mobile | $0.44 | $1.06 |
| Cuba | $0.44 | $1.98 |
| Cyprus | $0.44 | $0.73 |
| Cyprus Mobile | $0.44 | $1.00 |
| Guantanamo Bay | $0.44 | $2.83 |
| Singapore Mobile | $0.44 | $0.66 |
| Czech Republic | $0.44 | $0.81 |
| Slovak Republic | $0.44 | $0.67 |
| Slovak Republic Mobile | $0.44 | $0.67 |
| Slovenia | $0.44 | $0.85 |
| Czech Republic Mobile | $0.44 | $1.06 |
| Denmark | $0.44 | $0.53 |
| Denmark Mobile | $0.44 | $0.53 |
| Indonesia Mobile | $0.44 | $1.15 |
| Djibouti | $0.44 | $1.95 |
| Djibouti Mobile | $0.44 | $2.55 |
| Dominica | $0.44 | $1.43 |
| iran | $0.44 | $1.35 |
| Dominican Republic | $0.44 | $0.85 |
| Ecuador | $0.44 | $1.26 |
| Ecuador Mobile | $0.44 | $1.69 |
| Iran Mobile | $0.44 | $1.61 |
| Mariana Island | $0.44 | $1.43 |
| Iraq | $0.44 | $1.89 |
| Iraq Mobile | $0.44 | $1.89 |
| Ireland Mobile | $0.44 | $0.54 |
| Israel | $0.44 | $0.44 |
| Egypt | $0.44 | $1.22 |
| Egypt Mobile | $0.44 | $1.36 |
| Israel Mobile | $0.44 | $0.71 |
| Italy Mobile | $0.44 | $0.72 |
| El Salvador | $0.44 | $1.27 |
| Jamaica | $0.44 | $1.28 |
| El Salvador Mobile | $0.44 | $1.87 |
| Jamaica Mobile | $0.44 | $2.05 |
| Equator Guinea | $0.44 | $1.95 |
| Eritrea | $0.44 | $1.86 |
| Estonia | $0.44 | $0.99 |
| Estonia Mobile | $0.44 | $1.92 |
| Ethiopia | $0.44 | $1.83 |
| Ethiopia Mobile | $0.44 | $2.55 |
| Falkland Islands | $0.44 | $1.43 |
| Faroe Islands | $0.44 | $1.18 |
| Fiji | $0.44 | $0.96 |
| Fiji Mobile | $0.44 | $1.03 |
| Finland | $0.44 | $0.61 |
| Japan Mobile | $0.44 | $0.72 |
| Jordan | $0.44 | $1.22 |
| Jordan Mobile | $0.44 | $1.49 |
| Kazakhstan | $0.44 | $1.44 |
| Mozambique | $0.44 | $1.75 |
| Mozambique Mobile | $0.44 | $1.75 |
| Myanmar | $0.44 | $1.58 |
| Namibia Mobile | $0.44 | $1.73 |
| Namibia | $0.44 | $1.44 |
| Nauru | $0.44 | $1.28 |
| Nepal | $0.44 | $1.53 |
| Kenya | $0.44 | $1.38 |
| Nepal Mobile | $0.44 | $1.53 |
| Kenya Mobile | $0.44 | $1.65 |
| Kiribati | $0.44 | $1.48 |
| Kiribati Mobile | $0.44 | $1.48 |
| Korea (North) | $0.44 | $2.99 |
| Korea (South) Mobile | $0.44 | $1.01 |
| Netherland Mobile | $0.44 | $0.89 |
| Netherlands Antilles | $0.44 | $1.44 |
| New Caledonia | $0.44 | $0.99 |
| New Caledonia Mobile | $0.44 | $1.05 |
| Kuwait | $0.44 | $1.34 |
| Kuwait Mobile | $0.44 | $1.61 |
| Kyrgyzstan | $0.44 | $1.65 |
| Kyrgyzstan Mobile | $0.44 | $1.65 |
| Laos | $0.44 | $1.39 |
| Latvia | $0.44 | $1.03 |
| Afghanistan Mobile | $0.44 | $2.53 |
| New Zealand Mobile | $0.44 | $0.64 |
| Albania | $0.44 | $1.10 |
| Albania Mobile | $0.44 | $2.20 |
| Nicaragua | $0.44 | $1.38 |
| Nicaragua Mobile | $0.44 | $1.65 |
| Algeria | $0.44 | $1.93 |
| Algeria Mobile | $0.44 | $2.55 |
| Niger | $0.44 | $1.73 |
| Nigeria | $0.44 | $1.47 |
| Nigeria Mobile | $0.44 | $1.55 |
| Andorra | $0.44 | $0.75 |
| Andorra Mobile | $0.44 | $1.02 |
| Angola | $0.44 | $1.64 |
| Angola Mobile | $0.44 | $2.12 |
| Anguilla | $0.44 | $1.76 |
| Antarctica | $0.44 | $1.80 |
| Antigua-Barbuda | $0.44 | $1.28 |
| Argentina | $0.44 | $0.99 |
| Argentina Mobile | $0.44 | $1.19 |
| Armenia | $0.44 | $1.40 |
| Armenia Mobile | $0.44 | $1.65 |
| Aruba | $0.44 | $1.28 |
| Austria | $0.44 | $0.52 |
| Niue Island | $0.44 | $3.03 |
| Austria Mobile | $0.44 | $0.85 |
| Norfolk Island | $0.44 | $1.23 |
| Norway | $0.44 | $0.53 |
| Norway Mobile | $0.44 | $0.83 |
| Oman | $0.44 | $1.24 |
| Oman Mobile | $0.44 | $1.41 |
| Pakistan | $0.44 | $1.48 |
| Pakistan Mobile | $0.44 | $1.71 |
| Azerbaijan | $0.44 | $1.39 |
| Palau | $0.44 | $1.73 |
| Palestine | $0.44 | $0.45 |
| Palestine Mobile | $0.44 | $0.63 |
| Panama | $0.44 | $1.28 |
| Panama Mobile | $0.44 | $1.55 |
| Azerbaijan Mobile | $0.44 | $1.65 |
| Bahamas | $0.44 | $0.85 |
| Bahrain | $0.44 | $1.35 |
| Bahrain Mobile | $0.44 | $1.58 |
| Bangladesh | $0.44 | $1.24 |
| Bangladesh Mobile | $0.44 | $1.51 |
| Papua New Guinea | $0.44 | $1.49 |
| Paraguay | $0.44 | $1.35 |
| Paraguay Mobile | $0.44 | $2.88 |
| Peru | $0.44 | $1.28 |
| Barbados | $0.44 | $1.34 |
| Belarus | $0.44 | $1.09 |
| Belarus Mobile | $0.44 | $1.77 |
| Belgium | $0.44 | $0.53 |
| Belgium Mobile | $0.44 | $0.85 |
| Belize Mobile | $0.44 | $1.88 |
| Belize | $0.44 | $1.57 |
| Benin | $0.44 | $1.75 |
| Bermuda | $0.44 | $1.08 |
| Bhutan | $0.44 | $1.63 |
| Bolivia | $0.44 | $1.34 |
| Bolivia Mobile | $0.44 | $1.69 |
| Bosnia | $0.44 | $0.89 |
| Bosnia Mobile | $0.44 | $1.16 |
| Botswana | $0.44 | $1.53 |
| Botswana Mobile | $0.44 | $2.50 |
BizPhone orders cannot proceed unless these tests are completed, so it's important to get them done at your earliest convenience.
Running the BizPhone Test
- Make sure that no other programs or downloads are running while the test is being performed as this may affect the results.
- Select one of the links below to load the test:
- Recommended - Java version (requires Java to be installed and updated on your computer)
- HTML5 version (requires VisualWare Browser Compatibility Service (BCS) for Windows or Mac to be installed on your computer)
- Once the test loads, click Start Test. The test will automatically run to test your broadband speed...
Latency...
Port blocking...
And packet throughput capacity:
- Once the test has finished running, you'll see a Summary page like the example below.
-
Select the Speed tab and write down the Test result number shown on this page.
-
Select the VoIP tab and write down the Test result number shown on this page.
-
You should now have two different reference numbers. Please reply to the email your received from our BizPhone Provisioning Team with these numbers so that we can check your test results.
-
Once your BizPhone Connection test results have been checked, we'll contact you about the next steps for your BizPhone order.
Common issues that may delay your BizPhone order
The following issues must be addressed before your BizPhone order may proceed. If the BizPhone Connection Test identifies any of these issues, we'll contact you to discuss the matter and see if it can be rectified.
- SIP ALG Enabled: SIP ALG is a protocol that attempts to make VoIP packets flow smoothly. Some modems have this setting on by default and it will need to be disabled, with the tests rerun.
- Port Blocking: Port blocking will result in your BizPhone not operating, as it cannot communicate with the needed SIP servers. We will tell you which ports need to be open so you can make arrangements with your IT Support technician.
- Insufficient Speed/Quality: Internet issues may be present on the line and you should contact your Internet Provider to troubleshoot or see if more suitable internet technologies are available in your area.
iiNet Soul World Home Phone plan details
Will my phone number and fees change?
Your phone number will stay the same. However, you may notice a difference in monthly plan and call rates. See below for more information.
What are the iiNet Soul World Home Phone plan and call rates?
| Local calls | 20c untimed |
| Standard National calls | $1.98 up to 2 hours 17c/min. 44c flagfall |
| Standard calls to Australian Mobiles | $2.48 up to 20 minutes 37c/min charged per 30 second block. 44c flagfall |
| International calls | Variable rates per country. See here. |
| 1300 and 13 numbers | 40c untimed |
Billing and payments
What happens to my invoices after the move?
Once your Soul phone service is converted to an iiNet phone service, you'll receive a final invoice from Soul and your first invoice from iiNet. After that, you'll continue to receive monthly invoices from iiNet as an iiNet customer.
I received an email advising me to call up and confirm my payment details. Why?
For security reasons, any credit card details that were recorded on your Soul account could not be transferred to iiNet's billing system.
Other customers may have paid by a method (e.g. cheque) which is not supported at iiNet.
In both cases, please call us on 1300 712 583 to reach members of our friendly Support Team who can assist with safely recording your payment details.
As per the Billing Policy in our Customer Relationship Agreement, you must have valid payment details (in the form of a credit card or bank account) on file at all times. Without these payment details, your iiNet invoices will fail to debit automatically, which will result in temporary suspsension of your services.
Are paper invoices available at iiNet?
iiNet provides email invoices free of charge. Paper invoices are available at a cost of $1.49 per invoice - this cost will be waived on your first iiNet invoice however it will apply for subsequent invoices.
If you'd like to opt out of paper invoices after moving across to iiNet, please call us on 13 22 58 or see this guide to update your billing contact preferences in Toolbox.
Being an iiNet customer
Which number should I call for support and billing queries?
- For everything to do with your move from Soul across to an iiNet Soul Phone plan, please call 1300 712 583 to reach members of our team who can assist you.
- Once you're settled in as an iiNet customer, you should call our 24/7 Support and Billing Team on 13 22 58 and they'll be happy to help.
How can I manage my iiNet account?
You can manage your account online using Toolbox. To get started with Toolbox, please call us on 13 22 58 to retrieve your Toolbox login details.
Once you can log in, please see An Introduction for Toolbox, which will show you how to use Toolbox. The introduction article also links to guides on everything you can do in Toolbox, including checking your usage, reviewing your invoices and updating your iiNet account details.
Soul World Home Phone International call rates
Using CTRL + F to search within your web browser is recommended.
The duration of all calls is measured in increments of one second.
| Country | Flagfall | Rate per minute |
| Afghanistan | $0.30 | $0.45 |
| Afghanistan Mobile | $0.30 | $0.54 |
| Albania | $0.30 | $0.26 |
| Albania Mobile | $0.30 | $0.32 |
| Algeria | $0.30 | $0.35 |
| Algeria Mobile | $0.30 | $0.45 |
| American Samoa | $0.30 | $0.35 |
| American Samoa Mobile | $0.30 | $0.35 |
| Andorra | $0.30 | $0.17 |
| Andorra Mobile | $0.30 | $0.32 |
| Satellite Mobile Services | $0.30 | $3.67 |
| Angola | $0.30 | $0.35 |
| Angola Mobile | $0.30 | $0.45 |
| Anguilla | $0.30 | $0.32 |
| Antarctica | $0.30 | $1.82 |
| Antigua And Barbuda | $0.30 | $0.35 |
| Antigua And Barbuda Mobile | $0.30 | $0.45 |
| Argentina | $0.30 | $0.14 |
| Argentina- Buenos Aires | $0.30 | $0.14 |
| Argentina- Cordoba | $0.30 | $0.14 |
| Argentina- La Plata | $0.30 | $0.14 |
| Argentina- Mendoza | $0.30 | $0.14 |
| Argentina Mobile | $0.30 | $0.45 |
| Argentina- Rosario | $0.30 | $0.14 |
| Armenia | $0.30 | $0.35 |
| Armenia Mobile | $0.30 | $0.45 |
| Aruba | $0.30 | $0.26 |
| Ascension Island | $0.30 | $0.81 |
| Austria | $0.30 | $0.07 |
| Austria Mobile | $0.30 | $0.35 |
| Austria- Vienna | $0.30 | $0.07 |
| Azerbaijan | $0.30 | $0.32 |
| Azerbaijan Mobile | $0.30 | $0.41 |
| Bahamas | $0.30 | $0.14 |
| Bahamas Mobile | $0.30 | $0.14 |
| Bahrain | $0.30 | $0.45 |
| Bahrain Mobile | $0.30 | $0.45 |
| Bangladesh | $0.30 | $0.17 |
| Bangladesh- Chittagong | $0.30 | $0.17 |
| Bangladesh- Dhaka | $0.30 | $0.17 |
| Bangladesh Mobile | $0.30 | $0.35 |
| Bangladesh- Sylhet | $0.30 | $0.17 |
| Barbados | $0.30 | $0.35 |
| Barbados Mobile | $0.30 | $0.35 |
| Belarus | $0.30 | $0.35 |
| Belarus Mobile | $0.30 | $0.35 |
| Belgium | $0.30 | $0.07 |
| Belgium- Brussels | $0.30 | $0.07 |
| Belgium Mobile | $0.30 | $0.45 |
| Belize | $0.30 | $0.35 |
| Belize Mobile | $0.30 | $0.35 |
| Benin | $0.30 | $0.35 |
| Bermuda | $0.30 | $0.14 |
| Bhutan | $0.30 | $0.35 |
| Bolivia | $0.30 | $0.35 |
| Bolivia- La Paz | $0.30 | $0.35 |
| Bolivia Mobile | $0.30 | $0.45 |
| Bosnia And Herzegovina | $0.30 | $0.20 |
| Bosnia And Herzegovina Mobile | $0.30 | $0.41 |
| Botswana | $0.30 | $0.35 |
| Botswana Mobile | $0.30 | $0.35 |
| Brazil | $0.30 | $0.14 |
| Brazil- Brasillia | $0.30 | $0.14 |
| Brazil Mobile | $0.30 | $0.26 |
| Brazil- Rio | $0.30 | $0.14 |
| Brazil- San Paolo | $0.30 | $0.14 |
| Virgin Islands- British | $0.30 | $0.26 |
| Brunei | $0.30 | $0.14 |
| Brunei Mobile | $0.30 | $0.14 |
| Bulgaria | $0.30 | $0.35 |
| Bulgaria Mobile | $0.30 | $0.35 |
| Bulgaria- Sofia | $0.30 | $0.35 |
| Burkina Faso | $0.30 | $0.45 |
| Burkina Faso Mobile | $0.30 | $0.45 |
| Burundi | $0.30 | $0.35 |
| Burundi Mobile | $0.30 | $0.35 |
| Cambodia | $0.30 | $0.35 |
| Cambodia Mobile | $0.30 | $0.45 |
| Cameroon | $0.30 | $0.35 |
| Cameroon Mobile | $0.30 | $0.45 |
| Canada | $0.30 | $0.05 |
| Cape Verde | $0.30 | $0.45 |
| Cape Verde Mobile | $0.30 | $0.45 |
| Cayman Islands | $0.30 | $0.26 |
| Central African Republic | $0.30 | $0.35 |
| Central African Republic Mobile | $0.30 | $0.35 |
| Chad | $0.30 | $0.45 |
| Chad Mobile | $0.30 | $0.45 |
| Chile | $0.30 | $0.07 |
| Chile Mobile | $0.30 | $0.35 |
| Chile- Santiago | $0.30 | $0.07 |
| China | $0.30 | $0.05 |
| China- Beijing | $0.30 | $0.05 |
| China- Guangzhou | $0.30 | $0.05 |
| China Mobile | $0.30 | $0.05 |
| China- Shanghai | $0.30 | $0.05 |
| China- Shenzhen | $0.30 | $0.05 |
| Colombia | $0.30 | $0.26 |
| Colombia- Baranquilla | $0.30 | $0.26 |
| Colombia- Cali | $0.30 | $0.26 |
| Colombia- Medellin | $0.30 | $0.26 |
| Colombia Mobile | $0.30 | $0.26 |
| Comoros And Mayotte | $0.30 | $0.45 |
| Comoros And Mayotte Mobile | $0.30 | $0.45 |
| Congo | $0.30 | $0.32 |
| Congo- Mobile | $0.30 | $0.32 |
| Cook Islands | $0.30 | $0.90 |
| Costa Rica | $0.30 | $0.14 |
| Costa Rica Mobile | $0.30 | $0.14 |
| Croatia | $0.30 | $0.08 |
| Croatia Mobile | $0.30 | $0.30 |
| Cuba | $0.30 | $1.64 |
| Cuba Mobile | $0.30 | $1.64 |
| Cyprus | $0.30 | $0.07 |
| Cyprus Mobile | $0.30 | $0.14 |
| Czech Republic | $0.30 | $0.14 |
| Czech Republic Mobile | $0.30 | $0.35 |
| Czech Republic- Prague | $0.30 | $0.14 |
| Denmark | $0.30 | $0.08 |
| Denmark- Copenhagen | $0.30 | $0.08 |
| Denmark Mobile | $0.30 | $0.35 |
| Diego Garcia | $0.30 | $1.32 |
| Djibouti | $0.30 | $0.54 |
| Djibouti Mobile | $0.30 | $0.63 |
| Dominica | $0.30 | $0.41 |
| Dominica Mobile | $0.30 | $0.35 |
| Dominican Republic | $0.30 | $0.41 |
| East Timor | $0.30 | $1.82 |
| Ecuador | $0.30 | $0.45 |
| Ecuador Mobile | $0.30 | $0.35 |
| Ecuador- Quito | $0.30 | $0.45 |
| Egypt | $0.30 | $0.26 |
| Egypt- Cairo | $0.30 | $0.26 |
| Egypt Mobile | $0.30 | $0.32 |
| El Salvador | $0.30 | $0.35 |
| El Salvador Mobile | $0.30 | $0.41 |
| Equatorial Guinea | $0.30 | $0.45 |
| Equatorial Guinea Mobile | $0.30 | $0.45 |
| Eritrea | $0.30 | $0.45 |
| Estonia | $0.30 | $0.08 |
| Estonia Mobile | $0.30 | $0.45 |
| Ethiopia | $0.30 | $0.54 |
| Ethiopia- Addis Ababa | $0.30 | $0.54 |
| Ethiopia Mobile | $0.30 | $0.63 |
| Falkland Islands | $0.30 | $1.08 |
| Faroe Islands | $0.30 | $0.45 |
| Fiji | $0.30 | $0.35 |
| Fiji Mobile | $0.30 | $0.45 |
| Finland | $0.30 | $0.08 |
| Finland- Helsinki | $0.30 | $0.08 |
| Finland Mobile | $0.30 | $0.35 |
| France | $0.30 | $0.07 |
| France Mobile | $0.30 | $0.26 |
| French Guiana | $0.30 | $0.32 |
| French Guiana Mobile | $0.30 | $0.32 |
| French Polynesia | $0.30 | $0.54 |
| Gabonese Republic | $0.30 | $0.23 |
| Gabonese Republic Mobile | $0.30 | $0.35 |
| Gambia | $0.30 | $0.35 |
| Gambia Mobile | $0.30 | $0.35 |
| Georgia | $0.30 | $0.14 |
| Georgia Mobile | $0.30 | $0.35 |
| Germany | $0.30 | $0.05 |
| Germany- Berlin | $0.30 | $0.05 |
| Germany- Dusseldorf | $0.30 | $0.05 |
| Germany- Frankfurt | $0.30 | $0.05 |
| Germany- Hamburg | $0.30 | $0.05 |
| Germany- Hannover | $0.30 | $0.05 |
| Germany Mobile | $0.30 | $0.26 |
| Germany- Munich | $0.30 | $0.05 |
| Germany- Stuttgart | $0.30 | $0.05 |
| Ghana | $0.30 | $0.23 |
| Ghana Mobile | $0.30 | $0.35 |
| Gibraltar | $0.30 | $0.14 |
| Gibraltar Mobile | $0.30 | $0.35 |
| Greece | $0.30 | $0.05 |
| Greece- Athens | $0.30 | $0.05 |
| Greece Mobile | $0.30 | $0.26 |
| Greenland | $0.30 | $0.90 |
| Greenland Mobile | $0.30 | $0.99 |
| Grenada | $0.30 | $0.35 |
| Guadeloupe | $0.30 | $0.59 |
| Guadeloupe Mobile | $0.30 | $0.59 |
| Guam | $0.30 | $0.26 |
| Guatemala | $0.30 | $0.45 |
| Guatemala Mobile | $0.30 | $0.54 |
| Guinea Bissau | $0.30 | $0.82 |
| Guinea Bissau Mobile | $0.30 | $0.82 |
| Guinea | $0.30 | $0.26 |
| Guinea Mobile | $0.30 | $0.26 |
| Guyana | $0.30 | $0.45 |
| Guyana Mobile | $0.30 | $0.45 |
| Haiti | $0.30 | $0.35 |
| Haiti Mobile | $0.30 | $0.45 |
| Honduras | $0.30 | $0.45 |
| Honduras Mobile | $0.30 | $0.54 |
| Hong Kong | $0.30 | $0.05 |
| Hong Kong Mobile | $0.30 | $0.05 |
| Hungary | $0.30 | $0.23 |
| Hungary- Budapest | $0.30 | $0.23 |
| Hungary Mobile | $0.30 | $0.35 |
| Iceland | $0.30 | $0.14 |
| Iceland Mobile | $0.30 | $0.45 |
| India | $0.30 | $0.16 |
| India- Calcutta | $0.30 | $0.16 |
| India- Hyderabad | $0.30 | $0.16 |
| India- Madras | $0.30 | $0.16 |
| India Mobile | $0.30 | $0.16 |
| India- Mumbai / Bombay | $0.30 | $0.16 |
| India- New Dehli | $0.30 | $0.16 |
| Indonesia | $0.30 | $0.17 |
| Indonesia- Jakarta | $0.30 | $0.17 |
| Indonesia Mobile | $0.30 | $0.35 |
| Inmarsat Atlantic Ocean-East | $0.30 | $6.36 |
| Inmarsat Atlantic Ocean-West | $0.30 | $9.11 |
| Inmarsat Indian Ocean | $0.30 | $9.00 |
| Inmarsat Pacific Ocean | $0.30 | $8.96 |
| Inmarsat Single Number Access | $0.30 | $6.36 |
| Iran | $0.30 | $0.26 |
| Iran Mobile | $0.30 | $0.35 |
| Iraq | $0.30 | $0.26 |
| Ireland | $0.30 | $0.07 |
| Ireland- Dublin | $0.30 | $0.07 |
| Ireland Mobile | $0.30 | $0.32 |
| Israel | $0.30 | $0.08 |
| Israel Mobile | $0.30 | $0.26 |
| Israel- Tel Aviv | $0.30 | $0.08 |
| Italy | $0.30 | $0.07 |
| Italy- Milan | $0.30 | $0.07 |
| Italy Mobile | $0.30 | $0.35 |
| Italy- Rome | $0.30 | $0.07 |
| Vatican City | $0.30 | $0.08 |
| Ivory Coast | $0.30 | $0.35 |
| Ivory Coast Mobile | $0.30 | $0.35 |
| Jamaica | $0.30 | $0.26 |
| Japan | $0.30 | $0.06 |
| Japan Mobile | $0.30 | $0.18 |
| Japan- Nagoya | $0.30 | $0.06 |
| Japan- Tokyo | $0.30 | $0.06 |
| Jordan | $0.30 | $0.32 |
| Jordan Mobile | $0.30 | $0.45 |
| Kazakhstan | $0.30 | $0.32 |
| Kazakhstan Mobile | $0.30 | $0.45 |
| Kenya | $0.30 | $0.35 |
| Kenya Mobile | $0.30 | $0.45 |
| Kenya- Nairobi | $0.30 | $0.35 |
| Kiribati | $0.30 | $0.99 |
| Kiribati Mobile | $0.30 | $0.99 |
| Korea (North) | $0.30 | $0.90 |
| Korea (South) | $0.30 | $0.08 |
| Korea (South) Mobile | $0.30 | $0.14 |
| Korea (South)- Seoul | $0.30 | $0.08 |
| Kuwait | $0.30 | $0.26 |
| Kuwait Mobile | $0.30 | $0.32 |
| Kyrgyzstan | $0.30 | $0.26 |
| Kyrgyzstan Mobile | $0.30 | $0.32 |
| Laos | $0.30 | $0.23 |
| Laos Mobile | $0.30 | $0.23 |
| Latvia | $0.30 | $0.26 |
| Latvia Mobile | $0.30 | $0.35 |
| Lebanon | $0.30 | $0.23 |
| Lebanon Mobile | $0.30 | $0.35 |
| Lesotho | $0.30 | $0.35 |
| Lesotho Mobile | $0.30 | $0.35 |
| Liberia | $0.30 | $0.32 |
| Liberia Mobile | $0.30 | $0.32 |
| Libya | $0.30 | $0.35 |
| Liechtenstein | $0.30 | $0.14 |
| Liechtenstein Mobile | $0.30 | $0.82 |
| Lithuania | $0.30 | $0.23 |
| Lithuania Mobile | $0.30 | $0.35 |
| Luxembourg | $0.30 | $0.08 |
| Luxembourg Mobile | $0.30 | $0.35 |
| Macau | $0.30 | $0.14 |
| Macau Mobile | $0.30 | $0.23 |
| Macedonia | $0.30 | $0.15 |
| Macedonia Mobile | $0.30 | $0.41 |
| Madagascar | $0.30 | $0.35 |
| Madagascar Mobile | $0.30 | $0.45 |
| Malawi | $0.30 | $0.14 |
| Malawi Mobile | $0.30 | $0.14 |
| Malaysia | $0.30 | $0.08 |
| Malaysia- Johor | $0.30 | $0.08 |
| Malaysia- Kuala Lumpur | $0.30 | $0.08 |
| Malaysia Mobile | $0.30 | $0.17 |
| Maldives | $0.30 | $0.27 |
| Maldives Mobile | $0.30 | $0.27 |
| Mali | $0.30 | $0.45 |
| Mali Mobile | $0.30 | $0.45 |
| Malta | $0.30 | $0.26 |
| Malta Mobile | $0.30 | $0.45 |
| Marshall Islands | $0.30 | $0.45 |
| Martinique | $0.30 | $0.17 |
| Martinique Mobile | $0.30 | $0.38 |
| Mauritania | $0.30 | $0.45 |
| Mauritania Mobile | $0.30 | $0.45 |
| Mauritius | $0.30 | $0.26 |
| Mauritius Mobile | $0.30 | $0.26 |
| Mexico | $0.30 | $0.17 |
| Micronesia | $0.30 | $0.45 |
| Moldova | $0.30 | $0.45 |
| Moldova Mobile | $0.30 | $0.54 |
| Monaco | $0.30 | $0.17 |
| Monaco Mobile | $0.30 | $0.29 |
| Mongolia | $0.30 | $0.14 |
| Montserrat | $0.30 | $0.45 |
| Montserrat Mobile | $0.30 | $0.45 |
| Morocco | $0.30 | $0.35 |
| Morocco Mobile | $0.30 | $0.35 |
| Mozambique | $0.30 | $0.26 |
| Mozambique Mobile | $0.30 | $0.26 |
| Myanmar | $0.30 | $0.54 |
| Myanmar Mobile | $0.30 | $0.63 |
| Namibia | $0.30 | $0.26 |
| Namibia Mobile | $0.30 | $0.35 |
| Nauru | $0.30 | $1.32 |
| Nepal | $0.30 | $0.45 |
| Nepal- Kathmandu | $0.30 | $0.45 |
| Nepal Mobile | $0.30 | $0.45 |
| Netherlands | $0.30 | $0.08 |
| Netherlands- Amsterdam | $0.30 | $0.08 |
| Netherlands Mobile | $0.30 | $0.35 |
| Netherlands- Rotterdam | $0.30 | $0.08 |
| Netherlands Antilles | $0.30 | $0.35 |
| Netherlands Antilles Mobile | $0.30 | $0.35 |
| New Caledonia | $0.30 | $0.45 |
| New Caledonia Mobile | $0.30 | $0.45 |
| New Zealand | $0.30 | $0.05 |
| New Zealand Mobile | $0.30 | $0.29 |
| Nicaragua | $0.30 | $0.35 |
| Nicaragua Mobile | $0.30 | $0.45 |
| Niger | $0.30 | $0.26 |
| Niger Mobile | $0.30 | $0.35 |
| Nigeria | $0.30 | $0.26 |
| Nigeria Mobile | $0.30 | $0.45 |
| Niue Island | $0.30 | $1.14 |
| Norfolk Island | $0.30 | $1.64 |
| Northern Mariana Islands | $0.30 | $1.64 |
| Norway | $0.30 | $0.08 |
| Norway Mobile | $0.30 | $0.35 |
| Norway- Oslo | $0.30 | $0.08 |
| Oman | $0.30 | $0.63 |
| Oman Mobile | $0.30 | $0.63 |
| Pakistan | $0.30 | $0.32 |
| Pakistan- Islamabad | $0.30 | $0.32 |
| Pakistan Mobile | $0.30 | $0.35 |
| Palau | $0.30 | $0.63 |
| Palestine | $0.30 | $0.63 |
| Palestine Mobile | $0.30 | $0.63 |
| Panama | $0.30 | $0.17 |
| Panama Mobile | $0.30 | $0.26 |
| Panama- Panama City | $0.30 | $0.17 |
| Papua New Guinea | $0.30 | $0.86 |
| Papua New Guinea Mobile | $0.30 | $0.86 |
| Paraguay | $0.30 | $0.26 |
| Paraguay Mobile | $0.30 | $0.45 |
| Peru | $0.30 | $0.17 |
| Peru- Lima | $0.30 | $0.17 |
| Peru Mobile | $0.30 | $0.45 |
| Philippines | $0.30 | $0.20 |
| Philippines- Manila | $0.30 | $0.20 |
| Philippines Mobile | $0.30 | $0.27 |
| Poland | $0.30 | $0.14 |
| Poland Mobile | $0.30 | $0.35 |
| Poland- Warsaw | $0.30 | $0.14 |
| Portugal | $0.30 | $0.06 |
| Portugal- Lisbon | $0.30 | $0.06 |
| Portugal Mobile | $0.30 | $0.26 |
| Puerto Rico | $0.30 | $0.08 |
| Qatar | $0.30 | $0.45 |
| Qatar Mobile | $0.30 | $0.54 |
| Reunion | $0.30 | $0.45 |
| Reunion Mobile | $0.30 | $0.45 |
| Romania | $0.30 | $0.23 |
| Romania- Bucharest | $0.30 | $0.23 |
| Romania Mobile | $0.30 | $0.45 |
| Russia | $0.30 | $0.14 |
| Russia Mobile | $0.30 | $0.14 |
| Russia- Moscow | $0.30 | $0.14 |
| Russia- St Petersburg | $0.30 | $0.14 |
| Rwanda | $0.30 | $0.26 |
| Rwanda Mobile | $0.30 | $0.26 |
| San Marino | $0.30 | $0.08 |
| Sao Tome And Principe | $0.30 | $1.35 |
| Saudi Arabia | $0.30 | $0.17 |
| Saudi Arabia Mobile | $0.30 | $0.35 |
| Saudi Arabia- Riyadh | $0.30 | $0.17 |
| Senegal | $0.30 | $0.45 |
| Senegal- Dakar | $0.30 | $0.45 |
| Senegal Mobile | $0.30 | $0.35 |
| Serbia And Montenegro | $0.30 | $0.17 |
| Serbia And Montenegro Mobile | $0.30 | $0.32 |
| Seychelles | $0.30 | $0.35 |
| Seychelles Mobile | $0.30 | $0.45 |
| Sierra Leone | $0.30 | $0.35 |
| Sierra Leone Mobile | $0.30 | $0.35 |
| Singapore | $0.30 | $0.07 |
| Singapore Mobile | $0.30 | $0.14 |
| Slovakia | $0.30 | $0.14 |
| Slovakia Mobile | $0.30 | $0.35 |
| Slovenia | $0.30 | $0.17 |
| Slovenia Mobile | $0.30 | $0.41 |
| Solomon Islands | $0.30 | $1.14 |
| Solomon Islands Mobile | $0.30 | $1.14 |
| Somalia | $0.30 | $0.81 |
| South Africa | $0.30 | $0.14 |
| South Africa- Johannesburg | $0.30 | $0.14 |
| South Africa Mobile | $0.30 | $0.35 |
| Spain | $0.30 | $0.07 |
| Spain- Barcelona | $0.30 | $0.07 |
| Spain- Madrid | $0.30 | $0.07 |
| Spain Mobile | $0.30 | $0.35 |
| Sri Lanka | $0.30 | $0.26 |
| Sri Lanka Mobile | $0.30 | $0.26 |
| St Helena | $0.30 | $1.26 |
| St Kitts And Nevis | $0.30 | $0.35 |
| St Lucia | $0.30 | $0.35 |
| St Lucia Mobile | $0.30 | $0.35 |
| St Pierre And Miquelon | $0.30 | $0.63 |
| St Vincent And The Grenadines | $0.30 | $0.35 |
| St Vincent And The Grenadines Mobile | $0.30 | $0.35 |
| Sudan | $0.30 | $0.45 |
| Suriname | $0.30 | $0.35 |
| Suriname Mobile | $0.30 | $0.35 |
| Swaziland | $0.30 | $0.32 |
| Swaziland Mobile | $0.30 | $0.32 |
| Sweden | $0.30 | $0.07 |
| Sweden Mobile | $0.30 | $0.35 |
| Sweden- Stockholm | $0.30 | $0.07 |
| Switzerland | $0.30 | $0.08 |
| Switzerland- Geneva | $0.30 | $0.08 |
| Switzerland Mobile | $0.30 | $0.45 |
| Switzerland- Zurich | $0.30 | $0.08 |
| Syria | $0.30 | $0.45 |
| Syria Mobile | $0.30 | $0.45 |
| Taiwan | $0.30 | $0.08 |
| Taiwan Mobile | $0.30 | $0.14 |
| Taiwan- Taipei | $0.30 | $0.08 |
| Tajikistan | $0.30 | $0.35 |
| Tajikistan Mobile | $0.30 | $0.35 |
| Tanzania | $0.30 | $0.35 |
| Tanzania Mobile | $0.30 | $0.45 |
| Tanzania- Zanzibar | $0.30 | $0.35 |
| Thailand | $0.30 | $0.17 |
| Thailand- Bangkok | $0.30 | $0.17 |
| Thailand Mobile | $0.30 | $0.23 |
| Togo | $0.30 | $0.35 |
| Togo Mobile | $0.30 | $0.45 |
| Tokelau | $0.30 | $1.08 |
| Tonga | $0.30 | $0.35 |
| Tonga Mobile | $0.30 | $0.45 |
| Trinidad And Tobago | $0.30 | $0.26 |
| Trinidad And Tobago Mobile | $0.30 | $0.35 |
| Tunisia | $0.30 | $0.45 |
| Tunisia Mobile | $0.30 | $0.54 |
| Turkey | $0.30 | $0.10 |
| Turkey- Ankara | $0.30 | $0.10 |
| Turkey Mobile | $0.30 | $0.23 |
| Turkmenistan | $0.30 | $0.32 |
| Turkmenistan Mobile | $0.30 | $0.32 |
| Turks And Caicos Islands | $0.30 | $0.26 |
| Turks And Caicos Islands Mobile | $0.30 | $0.26 |
| Tuvalu | $0.30 | $1.05 |
| Uganda | $0.30 | $0.26 |
| Uganda Mobile | $0.30 | $0.26 |
| United Kingdom | $0.30 | $0.05 |
| United Kingdom Mobile | $0.30 | $0.26 |
| Ukraine | $0.30 | $0.23 |
| Ukraine- Kiev | $0.30 | $0.23 |
| Ukraine Mobile | $0.30 | $0.26 |
| United Arab Emirates | $0.30 | $0.35 |
| United Arab Emirates Mobile | $0.30 | $0.35 |
| Uruguay | $0.30 | $0.26 |
| Uruguay Mobile | $0.30 | $0.35 |
| United States Of America | $0.30 | $0.05 |
| Uzbekistan | $0.30 | $0.26 |
| Uzbekistan Mobile | $0.30 | $0.26 |
| Vanuatu | $0.30 | $0.99 |
| Vanuatu Mobile | $0.30 | $0.99 |
| Venezuela | $0.30 | $0.17 |
| Venezuela Mobile | $0.30 | $0.45 |
| Vietnam | $0.30 | $0.32 |
| Vietnam- Ho Chi Minh | $0.30 | $0.32 |
| Vietnam Mobile | $0.30 | $0.35 |
| Wallis And Futuna Islands | $0.30 | $1.59 |
| Samoa | $0.30 | $0.35 |
| Yemen | $0.30 | $1.59 |
| Yemen Mobile | $0.30 | $1.59 |
| Congo (Republic Of) | $0.30 | $0.32 |
| Congo (Republic Of) Mobile | $0.30 | $0.32 |
| Zambia | $0.30 | $0.26 |
| Zambia Mobile | $0.30 | $0.26 |
| Zimbabwe | $0.30 | $0.14 |
| Zimbabwe Mobile | $0.30 | $0.34 |
| United States- Alaska | $0.30 | $0.05 |
| Libya Mobile | $0.30 | $0.45 |
| Mexico Mobile | $0.30 | $0.17 |
| Montenegro Mobile | $0.30 | $0.32 |
| Aruba Mobile | $0.30 | $0.45 |
| Ascension Island Mobile | $0.30 | $0.81 |
| Benin Mobile | $0.30 | $0.35 |
| Bhutan Mobile | $0.30 | $0.35 |
| Cayman Islands Mobile | $0.30 | $0.26 |
| Colombia- Manizales | $0.30 | $0.26 |
| Cook Islands Mobile | $0.30 | $1.08 |
| East Timor Mobile | $0.30 | $1.82 |
| Eritrea Mobile | $0.30 | $0.45 |
| French Polynesia Mobile | $0.30 | $0.35 |
| Grenada Mobile | $0.30 | $0.35 |
| Iraq Mobile | $0.30 | $0.35 |
| Korea (North) Mobile | $0.30 | $0.35 |
| Mongolia Mobile | $0.30 | $0.26 |
| Nauru Mobile | $0.30 | $0.90 |
| Norfolk Island Mobile | $0.30 | $0.14 |
| St Pierre And Miquelon Mobile | $0.30 | $1.32 |
| Samoa Mobile | $0.30 | $1.64 |
| Sao Tome And Principe Mobile | $0.30 | $0.63 |
| Sudan Mobile | $0.30 | $0.50 |
| United States- Hawaii | $0.30 | $1.35 |
| Virgin Islands- U.S. | $0.30 | $0.45 |
| Jamaica Mobile | $0.30 | $0.05 |
| Vietnam, Hanoi | $0.30 | $0.17 |
| United States Toll Free | $0.30 | $0.26 |
| Canary Islands | $0.30 | $0.32 |
| Greece, Mobile Qtelecom | $0.30 | $0.15 |
| Israel, Palestine | $0.30 | $0.63 |
| Israel, Palestine Mobile | $0.30 | $0.63 |
| Monaco, Mobile (Kosovo) | $0.30 | $0.29 |
| Global Satellite THURAYA | $0.30 | $1.88 |
| Global Satellite Ellipso 8812 | $0.30 | $7.09 |
| Global Satellite Ellipso 8813 | $0.30 | $7.10 |
| Global Satellite GlobalStar 8818 | $0.30 | $6.56 |
| Global Satellite GlobalStar 8819 | $0.30 | $6.56 |
| Global Satellite GNS | $0.30 | $7.30 |
| Global Satellite Iridium 8816 | $0.30 | $6.64 |
| Global Satellite Iridium 8817 | $0.30 | $6.63 |
| Global Satellite MCP | $0.30 | $4.33 |
| Global Satellite Oration | $0.30 | $6.55 |
| Global Satellite Telespazio EMSAT | $0.30 | $6.50 |
| Chile Easter Island | $0.30 | $0.07 |
| Finland Corporate | $0.30 | $0.08 |
| South Africa Mobile MTN | $0.30 | $0.14 |
| Montenegro | $0.30 | $0.17 |
| Iraq, Baghdad | $0.30 | $0.26 |
| Northern Cyrpus | $0.30 | $0.10 |
| GLOBAL SATELLITE JERSEY TELECOM | $0.30 | $3.86 |
iiNet Soul Home Phone plan details
Will my phone number and fees change?
Your phone number will stay the same. However, you may notice a difference in monthly plan and call rates. See below for more information.
What are the iiNet Soul Home Phone plan and call rates?
| Local calls | 20c untimed |
| Standard National calls | $1.98 up to 2 hours 17c/min. 44c flagfall |
| Standard calls to Australian Mobiles | $2.48 up to 20 minutes 37c/min charged per 30 second block. 44c flagfall |
| International calls | Variable rates per country. See here. |
| 1300 and 13 numbers | 40c untimed |
Billing and payments
What happens to my invoices after the move?
Once your Soul phone service is converted to an iiNet phone service, you'll receive a final invoice from Soul and your first invoice from iiNet. After that, you'll continue to receive monthly invoices from iiNet as an iiNet customer.
I received an email advising me to call up and confirm my payment details. Why?
For security reasons, any credit card details that were recorded on your Soul account could not be transferred to iiNet's billing system.
Other customers may have paid by a method (e.g. cheque) which is not supported at iiNet.
In both cases, please call us on 1300 712 583 to reach members of our friendly Support Team who can assist with safely recording your payment details.
As per the Billing Policy in our Customer Relationship Agreement, you must have valid payment details (in the form of a credit card or bank account) on file at all times. Without these payment details, your iiNet invoices will fail to debit automatically, which will result in temporary suspsension of your services.
Are paper invoices available at iiNet?
iiNet provides email invoices free of charge. Paper invoices are available at a cost of $1.49 per invoice - this cost will be waived on your first iiNet invoice however it will apply for subsequent invoices.
If you'd like to opt out of paper invoices after moving across to iiNet, please call us on 13 22 58 or see this guide to update your billing contact preferences in Toolbox.
Being an iiNet customer
Which number should I call for support and billing queries?
- For everything to do with your move from Soul across to an iiNet Soul Phone plan, please call 1300 712 583 to reach members of our team who can assist you.
- Once you're settled in as an iiNet customer, you should call our 24/7 Support and Billing Team on 13 22 58 and they'll be happy to help.
How can I manage my iiNet account?
You can manage your account online using Toolbox. To get started with Toolbox, please call us on 13 22 58 to retrieve your Toolbox login details.
Once you can log in, please see An Introduction for Toolbox, which will show you how to use Toolbox. The introduction article also links to guides on everything you can do in Toolbox, including checking your usage, reviewing your invoices and updating your iiNet account details.
If you've never logged into Toolbox before, please see An Introduction to Toolbox.
Please note
- After changing your plan, any amount you’ve paid in advance for your current plan will be credited back to your account, and you’ll be invoiced for that time at the rate for your new plan instead.
- Changing your plan does not reset your existing usage for your broadband data.
- When downgrading a plan, if your existing usage is greater than the total quota of your new plan, this may cause your internet to be shaped. In this case, we recommend you wait until your next billing period when your quota has reset.
- Log in to Toolbox and select your internet service under Select service to manage.
- Select Change Plan. Under "Want to try a new plan?", hit the Change Plan button.
- You'll see a list of available plan options. Choose your desired plan and then hit Next.
- You'll see a summary of the change. Use the checkbox to agree to the terms and conditions and then select Confirm to submit your plan change. You'll receive an email and SMS confirmation to confirm when your plan change has been completed.
If you've never logged into Toolbox before, please see An Introduction to Toolbox.
To change your preferences (e.g. feedback survey subscriptions) please see Changing contact preferences in Toolbox.
For more information, see the instructions below.
Updating existing contact details
- Log in to Toolbox and select About Me.
- The current contact details will be shown. Select Edit contact information.
- Edit your Address, Phone, or Email as desired and click Update contact information to finish.
Note: You will not be able to save your changes if the mandatory Phone number field is blank. You may enter a mobile or VoIP number for this; it doesn't need to be a landline phone number.
- IMPORTANT: If you're updating your contact address because you're moving home, please call us at your earliest opportunity as we'll need to arrange a relocation of your iiNet services.
Add, edit or remove an additional contact
- Log in to Toolbox and select About Me, then select the ADDITIONAL CONTACTS tab.
- To add a contact, select Add Contact.
- Fill out all the fields, including Contact Type, Date of Birth, First name, Last name, Address, Phone and Email, then select Add additional contact.
Note: You will not be able to proceed without a valid Address for a contact.
- Once additional contacts have been created, they will be listed on the ADDITIONAL CONTACTS page. To edit an additional contact, select Edit.
- Adjust the Contact Type, Address, Phone or Email fields fields as desired, then select Update additional contact.
Note: It is not possible to edit the name or birthdate of a contact. if these details were entered incorrectly, please delete the contact and add it again.
- To delete an additional contact, simply select Remove, then Delete Contact to confirm your decision. Alternatively, a Delete Contact option is also available on the Edit page.
