If your iiNet nbn FTTC service is offline, you won’t be able to visit a website, browse, stream, or download. Email and any other services that use the internet will not work. These steps will help you identify the issue.

 

 

  1. Your service may just be affected by an outage or planned maintenance. You can check your address on nbn®'s Network status and outages page and our Network Status page.

    If there is an outage or planned maintenance, the results will give you an estimated fix time.

  2. If you have a phone with mobile data, use it to run an nbn service test in Toolbox.

    If the nbn service test identifies an issue, we’ll contact you.

  3. Find your nbn modem and make sure the cables are plugged in securely and not damaged. Our setup guide will show you how to plug in.

    You’ll need to replace any broken or chewed cables.

    Wi-Fi Max nbn FTTC plugin - from base to top, modem ports are Power, ON/OFF button, LAN 2, LAN 1, 2.5G WAN, Reset button, WPS Pair button, Phone, DSL.

  4. Turn off the power outlets for your modem and nbn Connection Box (NCB) for at least 10 seconds.

  5. Turn the outlets back on and wait for your modem’s Internet light to come on, then see if you can visit a website.

  6. Check your NCB's status lights. If any lights are off or red, please call us on 13 22 58 and we’ll help you.
    nbn FTTC Connection Box lights - from left to right: LAN, DSL, Connection, Power.
  7. Do you have any devices connected to your modem with an Ethernet cable? If these devices can visit a website but devices on Wi-Fi can’t, switch to troubleshooting Wi-Fi No Connection.
  8. If you can view websites on some devices but not others, even when they’re both connected the same way, you may need to fix some browser settings. Check out our guide on Browsing issues.

  9. Still can't get online? Please call us on 13 22 58 and we’ll help you.

 

If your iiNet nbn FTTC service is running slowly, these steps will help you identify the issue.

 

  1. Your service may just be affected by planned maintenance. You can check your address on nbn®'s Network status and outages page and our Network Status page.

    If there is planned maintenance, the results will give you an estimated fix time.

  2. If you have a phone with mobile data, use it to run an nbn service test in Toolbox.

    If the nbn service test identifies an issue, we’ll contact you.

  3. Find your nbn modem and turn off its power outlet for at least 10 seconds.

  4. Turn the outlet back on and wait for your modem’s Internet light to come on, then run a speed test.

  5. Do you have any devices connected to your modem with an Ethernet cable? If speeds on these devices are fine but devices on WiFi are slow, switch to Troubleshooting WiFi speed.

  6. Make sure that the device you’re using to run speeds tests is the only one connected to your modem. Unplug all other devices from your modem’s Ethernet ports and turn off other devices that are connected to the WiFi.

  7. On your one device, close all other apps using the internet, then run a speed test.

  8. If your speed has improved on a single device, you may need to upgrade your nbn plan to get enough bandwidth to support more apps or devices.

    You can change your plan in Toolbox or call us on 13 19 17.

  9. Make sure your modem’s Ethernet cables are in good condition, with “CAT6” or “CAT5e” printed on them.

    Older Cat5 Ethernet cables are not recommended for nbn services. You’ll need to replace any broken or chewed cables.

  10. Run a scan on your antivirus/anti-malware software. If your software includes any firewalls, temporarily disable them and run a speed test to see if they’re slowing down your internet.

    If any infections are detected, make sure they are quarantined and removed. Contact your software’s Customer Support if you need help.

  11. Still getting slow speeds? Please call us on 13 22 58 and we’ll help you.

 

Your modem will take care of the hard stuff like internet settings, but we’ll need your help to plug it in. The main cables you need will come in the box, and you can grab extra Ethernet cables from the shops if you need them. 

 

Choose your modem to get started:

Picture Modem
Wi-Fi Max modem
 Wi-Fi Max Modem (HWG2025)
VX420-G2V Modem
 VX420-G2V Modem
Smart Modem Gateway
 Smart Modem Gateway (VX420-G2H)
VX220-G2V Modem
 VX220-G2V Modem
TP-Link VR1600v modem
 TP-Link VR1600v
TG-789 Broadband Gateway
 TG-789 Broadband Gateway
TG-1 Broadband Gateway
 iiNet modem not listed here?
See Guides for older modems.
BYO Modem
 Don't have an iiNet modem?
See our BYO modem guide.

 

How to plug in your Wi-Fi Max Modem for nbn FTTC 

Set up with the My Internet Connect app

You can download the My Internet Connect App (Android / iOS). Don't want to use the app? You can set up without the app instead.

 

  1. Wait for a message from us asking you to plug in your nbn modem. We need to get your connection ready on our side first.
  2. Find your phone wall socket and nbn Connection Box (NCB) – you probably already have a modem plugged in from your last internet service. Unplug any old modem from the NCB and power outlet.
     
    If your NCB is missing, please call us on 1300 634 515.
  3. Open the App and follow the prompts until you get to Check your modem status.
  4. Use the power cables to connect the Power ports on your modem and NCB to power outlets, then press your modem’s ON/OFF button.
  5. Click Next to Connect to your modem’s Wi-Fi. You have 2 options:
    • Click Open Camera to scan the QR code on your modem's barcode sticker.
    • Click Enter Your Wi-Fi Password to follow the instructions to connect the Wi-Fi manually, then press Next.
  6. Follow these steps:
    • Use the phone cable to connect your NCB’s grey Phone port to your phone wall socket. 
    • Use the Ethernet cable to connect your modem's red WAN port to your NCB's yellow Gateway port.
    • Got an nbn Phone service? Just plug a handset into your modem’s grey Phone port. If the phone LED on the back of the modem is solid green, then your phone line is active.
    • Take a break for 20 minutes while your modem runs through an automatic setup.
    • Wait for the light on the front of your modem to turn solid green.
    • Click Done to continue.
  7. You’ll be prompted to enter the Login Password found on on your modem's barcode sticker. Once entered, click Remember Password, then Login. You’ll be prompted to Change the Login Password, or Skip to continue.

    If you change the Login Password, make sure you save it somewhere secure so you can easily access it later.
    My Internet Connect app - WAN Setup
  8. Allocate a name for your modem or click Skip to continue.
  9. Connect your devices. If you have extra Ethernet cables, you can connect 2 devices to your modem’s yellow LAN ports. 
     
    If you want to connect your devices via Wi-Fi, you have 3 options:
    • Use the Wi-Fi Name and Password on your modem's barcode sticker.
    • Scan the QR code on your modem's barcode sticker (Smartphones only).
      Wi-Fi Max barcode sticker
    • Enable Wi-Fi Protected Setup (WPS) on your device then press the Pair button on the back of your modem for 3 seconds.
  10. Your devices will automatically connect to the best Wi-Fi possible. If your Wi-Fi’s running slow, check out Improving Wi-Fi Signal.
     
    If you want to change your Wi-Fi name or password, use this guide.
  11. You’re now good to go.
     
    If you don’t want to keep your old modem, see if your local council has any eWaste recycling facilities.

 

Set up without the My Internet Connect app

  1. Wait for a message from us asking you to plug in your nbn modem. We need to get your connection ready on our side first.
  2. Find your phone wall socket and nbn Connection Box (NCB) – you probably already have a modem plugged in from your last internet service. Unplug any old modem from the NCB and power outlet.
     
    If your NCB is missing, please call us on 1300 634 515.
  3. Use the power cables to connect the Power ports on your modem and NCB to power outlets, then press your modem’s ON/OFF button.
  4. Use the phone cable to connect your NCB’s grey Phone port to your phone wall socket. 
  5. Use the Ethernet cable to connect your modem's red WAN port to your NCB's yellow Gateway port.
  6. Got an nbn Phone service? Just plug a handset into your modem’s grey Phone port. If the phone LED on the back of the modem is solid green, then your phone line is active.
    Wi-Fi Max nbn FTTC plugin - from base to top, modem ports are Power, ON/OFF button, LAN 2, LAN 1, 2.5G WAN, Reset button, WPS Pair button, Phone, DSL.
  7. Take a break for 20 minutes while your modem runs through an automatic setup.
  8. Check the light on the front your modem. If it’s solid green, you're online and you can can start connecting your devices. 
     
    No green light? Call us on 13 22 58 and we can help you out.
  9. Connect your devices. If you have extra Ethernet cables, you can connect 2 devices to your modem’s yellow LAN ports. 
     
    If you want to connect your devices via Wi-Fi, you have 3 options:
    • Use the Wi-Fi Network name and Password on your modem's barcode sticker.
    • Scan the QR code on your modem's barcode sticker (Smartphones only).
      Wi-Fi Max barcode sticker
    • Enable Wi-Fi Protected Setup (WPS) on your device then press the Pair button on the back of your modem for 3 seconds.
  10. Your devices will automatically connect to the best Wi-Fi possible. If your Wi-Fi’s running slow, check out Improving Wi-Fi Signal.
     
    If you want to change your Wi-Fi name or password, use this guide.
  11. You’re now good to go.
     
    If you don’t want to keep your old modem, see if your local council has any eWaste recycling facilities.

 

How to plug in your VX420-G2V Modem for nbn FTTC

 

  1. Wait for a message from us asking you to plug in your nbn modem. We need to get your connection ready on our side first.
  2. Find your phone wall socket and nbn Connection Box (NCB) – you probably already have a modem plugged in from your last internet service. Unplug any old modem from the NCB and power outlet.
     
    If your NCB is missing, please call us on 1300 634 515.
  3. Use the power cables to connect the Power ports on your modem and NCB to power outlets, then press your modem’s ON/OFF button.
  4. Use the phone cable to connect your NCB’s grey Phone port to your phone wall socket. 
  5. Use the Ethernet cable to connect your modem's blue WAN port to your NCB's yellow Gateway port.
  6. Leave your modem alone for 15 minutes while it runs through its automatic setup.
  7. Check the Internet light on your modem. If it’s green, you’re online and you can start connecting your devices.
     
    No green light? Call us on 13 22 58 and we can help you out.
    VX420-G2V lights - from left to right: Power, DSL, Internet, 2.4GHz, 5GHz, WAN, LAN1, LAN2, LAN3, LAN4, Phone, WPS, USB.
  8. You'll find the default Wi-Fi name (SSID) and Wireless Password/PIN on your modem's barcode sticker. If you want to change your Wi-Fi name or password, use this guide. 
    VX420-G2V barcode sticker
  9. Your devices will automatically connect to the best Wi-Fi possible. If your Wi-Fi’s running slow, check out Improving Wi-Fi Signal.
  10. For online gaming or HD/4K streaming, Ethernet is better than Wi-Fi. If you have extra Ethernet cables, you can connect up to 4 devices to your modem’s yellow LAN ports.
  11. To use your iiNet nbn Phone service, just plug a handset into your modem’s green Phone port.
    VX420-G2V nbn FTTC plugin - from left to right, VX420-G2V ports are Phone, DSL, USB, LAN1, LAN2, LAN3, LAN4, WAN, Reset button, ON/OFF button, Power.
  12. You’re now good to go.
     
    If you don’t want to keep your old modem, see if your local council has any eWaste recycling facilities.

 

How to plug in your Smart Modem Gateway (VX420-G2H) for nbn FTTC

 

  1. Wait for a message from us asking you to plug in your nbn modem. We need to get your connection ready on our side first.
  2. Find your phone wall socket and nbn Connection Box (NCB) – you probably already have a modem plugged in from your last internet service. Unplug any old modem from the NCB and power outlet.
     
    If your NCB is missing, please call us on 1300 634 515.
  3. Use the power cables to connect the Power ports on your modem and NCB to power outlets, then press your modem’s ON/OFF button.
  4. Use the phone cable to connect your NCB’s grey Phone port to your phone wall socket. 
  5. Use the Ethernet cable to connect your modem's blue WAN port to your NCB's yellow Gateway port.
  6. Leave your modem alone for 15 minutes while it runs through its automatic setup.
  7. Check the Internet light on your modem. If it’s green, you’re online and you can start connecting your devices.
     
    No green light? Call us on 13 22 58 and we can help you out.
    Smart Modem Gateway lights - from left to right: Power, DSL, 4G, Internet, 2.4GHz, 5GHz, WAN, LAN1, LAN2, LAN3, LAN4, Phone, WPS, USB.
  8. You'll find the default Wi-Fi name (SSID) and Wireless Password/PIN on your modem's barcode sticker. If you want to change your Wi-Fi name or password, use this guide.
    Smart Modem Gateway barcode sticker
  9. Your devices will automatically connect to the best Wi-Fi possible. If your Wi-Fi’s running slow, check out Improving Wi-Fi Signal.
  10. For online gaming or HD/4K streaming, Ethernet is better than Wi-Fi. If you have extra Ethernet cables, you can connect up to 4 devices to your modem’s yellow LAN ports.
  11. To use your iiNet nbn Phone service, just plug a handset into your modem’s green Phone port.
    Smart Modem Gateway nbn FTTC plugin - from left to right, modem ports are Phone, DSL, USB, LAN1, LAN2, LAN3, LAN4, WAN, Reset button above ON/OFF button, Power.
  12. You're now good to go.
     
    If you don’t want to keep your old modem, see if your local council has any eWaste recycling facilities.

 

Note for nbn services with 4G Backup: Whenever your modem’s 4G light is lit, that means your modem has automatically connected to the 4G Backup service because your nbn service is unavailable, such as during initial setup or network maintenance.

Your nbn Phone will not work while 4G Backup is in use.

Once you're connected to nbn, if you notice the 4G Backup service has turned back on for an extended period of time:

  1. Restart your modem.
  2. Make sure your modem is plugged in correctly for nbn.
  3. Contact us if the issue persists as we may need to investigate.
Smart Modem Gateway lights, from left to right: Power, DSL, 4G, Internet, 2.4GHz, 5GHz, WAN, LAN 1, LAN 2, LAN 3, LAN 4, Phone, WPS, USB.

 

How to plug in your VX220-G2V Modem for nbn FTTC

 

  1. Wait for a message from us asking you to plug in your nbn modem. We need to get your connection ready on our side first.
  2. Find your phone wall socket and nbn Connection Box (NCB) – you probably already have a modem plugged in from your last internet service. Unplug any old modem from the NCB and power outlet.
     
    If your NCB is missing, please call us on 1300 634 515.
  3. Use the power cables to connect the Power ports on your modem and NCB to power outlets, then press your modem’s ON/OFF button.
  4. Use the phone cable to connect your NCB’s grey Phone port to your phone wall socket. 
  5. Use the Ethernet cable to connect your modem's blue WAN port to your NCB's yellow Gateway port.
  6. Leave your modem alone for 15 minutes while it runs through its automatic setup.
  7. Check the Internet light on your modem. If it’s blue, you’re online and you can start connecting your devices.
     
    No blue light? Call us on 1300 997 271 and we can help you out.
    VX220-G2V lights - from left to right: Power, DSL, Internet, 2.4GHz, 5GHz, WPS, WAN, LAN1, LAN2, LAN3, LAN4, Phone, USB.
  8. You'll find the default Wi-Fi name (SSID) and Password on your modem's barcode sticker. If you want to change your Wi-Fi name or password, use this guide.
    VX220-G2V Modem barcode sticker
  9. Your devices will automatically connect to the best Wi-Fi possible. If your Wi-Fi’s running slow, check out Improving Wi-Fi Signal.
  10. For online gaming or HD/4K streaming, Ethernet is better than Wi-Fi. If you have extra Ethernet cables, you can connect up to 4 devices to your modem’s yellow LAN ports.
  11. To use your iiNet nbn Phone service, just plug a handset into your modem’s green Phone port.
    VX220-G2V nbn FTTC plugin - from left to right, modem ports are Phone, DSL, USB, LAN1, LAN2, LAN3, LAN4, WAN, Power. The right side of the modem has an ON/OFF button and Reset button.
  12. You’re now good to go.

    If you don’t want to keep your old modem, see if your local council has any eWaste recycling facilities.

 

How to plug in your TP-Link VR1600v Modem for nbn FTTC

 

  1. Wait for a message from us asking you to plug in your nbn modem. We need to get your connection ready on our side first.
  2. Find your phone wall socket and nbn Connection Box (NCB) – you probably already have a modem plugged in from your last internet service. Unplug any old modem from the NCB and power outlet.
     
    If your NCB is missing, please call us on 1300 634 515.
  3. Use the power cables to connect the Power ports on your modem and NCB to power outlets, then press your modem’s Power button.
  4. Use the phone cable to connect your NCB’s grey Phone port to your phone wall socket. 
  5. Use the Ethernet cable to connect your modem's blue WAN port to your NCB's yellow Gateway port.
  6. Leave your modem alone for 15 minutes while it runs through its automatic setup.
  7. Check the Internet light on your modem. If it’s green, you’re online and you can start connecting your devices.
     
    No green light? Call us on 13 22 58 and we can help you out.
    VR1600V lights - from left to right: Power, DSL, Internet, 2.4G, 5G, WPS, Phone1, Phone2, WAN, LAN1, LAN2, LAN3, LAN4, USB.
  8. You'll find the default Wi-Fi name (SSID) and Wireless Password/PIN on your modem's barcode sticker. If you want to change your Wi-Fi name or password, use this guide.
    VR1600v barcode sticker
  9. We recommend connecting over the 5GHz Wi-Fi channel for faster performance. If your Wi-Fi’s running slow, check out Improving Wi-Fi Signal.
  10. For online gaming or HD/4K streaming, Ethernet is better than Wi-Fi. If you have extra Ethernet cables, you can connect up to 4 devices to your modem’s yellow LAN ports.
  11. To use your iiNet nbn Phone service, just plug a handset into your modem’s grey Phone 1 port.
    VR1600v Modem nbn FTTC plugin - from left to right, modem ports are DSL, USB, LAN1, LAN2, LAN3, LAN4, WAN, Phone 2, Phone 1, Power, Reset button above Power button.
  12. You’re now good to go.
     
    If you don’t want to keep your old modem, see if your local council has any eWaste recycling facilities.

 

How to plug in your TG-789 Broadband Gateway for nbn FTTC 

 

  1. Wait for a message from us asking you to plug in your nbn modem. We need to get your connection ready on our side first.
  2. Find your phone wall socket and nbn Connection Box (NCB) – you probably already have a modem plugged in from your last internet service. Unplug any old modem from the NCB and power outlet.
     
    If your NCB is missing, please call us on 1300 634 515.
  3. Use the power cables to connect the Power ports on your modem and NCB to power outlets, then press your modem’s Power button.
  4. Use the phone cable to connect your NCB’s grey Phone port to your phone wall socket. 
  5. Use the Ethernet cable to connect your modem's red WAN port to your NCB's yellow Gateway port.
  6. Leave your modem alone for 15 minutes while it runs through its automatic setup.
  7. Check the Internet light on your modem. If it’s green, you’re online and you can start connecting your devices.
     
    No green light? Call us on 13 22 58 and we can help you out.
    TG-789 modem lights, from left to right: Status, WAN, Internet, Wireless 2.4, Wireless , WPS, Ethernet, USB, phone, Wireless On/Off button.
  8. You'll find the default Wi-Fi Network name and password (Wireless Key) on your modem's barcode sticker. If you want to change your Wi-Fi name or password, use this guide.
    TG-789 barcode sticker example - WiFi details
  9. We recommend connecting over the 5GHz Wi-Fi channel for faster performance. If your Wi-Fi’s running slow, check out Improving Wi-Fi Signal.
  10. For online gaming or HD/4K streaming, Ethernet is better than Wi-Fi. If you have extra Ethernet cables, you can connect up to 4 devices to your modem’s yellow LAN ports.
  11. To use your iiNet nbn Phone service, just plug a handset into your modem’s green Phone 1 port.
    TG-789 nbn FTTC plugin - from left to right, modem ports are Phone1, Phone 2, DSL, LAN1, LAN2, LAN3, LAN4, WAN, Power, Power button, Reset button.
  12. You’re now good to go.
     
    If you don’t want to keep your old modem, see if your local council has any eWaste recycling facilities.

 

Here's everything you need to know about iiNet nbn.

 

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

  • How to get nbn®
  • nbn® Fees and Plans
  • nbn® Installation and Hardware
  • More about the nbn®
    • How fast is nbn®?
    • Will my medical alarm, security alarm, EFTPOS machine or fax machine work on the nbn®?

      •  

      How to get nbn®

      Check your address on our website. If nbn is available, you sign up online, or call us on 13 19 17.

      Already with iiNet? You can check if nbn is available in Toolbox - just select My Products > Broadband then hit Upgrade to nbn.

       

      I already have nbn®. How do I switch to iiNet nbn®?

      Easy - just sign up online or call us on 13 19 17. Most nbn service transfers can be done in 2 business days. 

      Important: After switching, contact your old nbn provider to make sure your old services are cancelled so you won't keep getting billed for them.

       

      In most cases, you can keep your existing phone number to use with an nbn Phone service. We'll check this when you sign up online or call us on 13 19 17.

       

      nbn® Fees and Plans

      From 1 April 2016, the $300 New Development Fee (NDF) is charged by nbn® for all nbn connections that:

      • Are the first connection(s) at a premises in a newly developed area with no pre-existing telecommunications infrastructure; or
      • Are the first connection(s) at a premises in an established area where a developer has increased the number of dwellings on the same plot of land.

      An NDF is a one-off charge. It won't be charged again for subsequent connections at the same address, as long the number of dwellings hasn't increased.

      If an NDF applies to your order, you'll see it in your order summary or be told about it by our sales rep. The charge is also listed in any Critical Information Summary for nbn plans sold after 1 April 2016, and the Pricing Schedule of our Customer Relationship Agreement.

       

      Yes, you can switch between our current nbn plans at any time. See Changing your broadband plan in Toolbox.

       

      nbn® Installation and Hardware

      Most nbn connections are done within 2-20 business days. Connection times are usually on the longer side if an nbn installer needs to come to your place and install nbn equipment.

      If you do need an installation, we'll book the earliest available appointment by default - or you can choose a later date if it's more convenient. 

       

      What type of nbn® equipment do I need?

      This depends on the type of nbn you're getting. Check out Connecting to the nbn for all the details.

       

      What type of wall sockets will I need for nbn®?

      nbn FTTB/FTTN and nbn FTTC will use the same RJ11 socket that you previously used for ADSL internet and landline phone services.

      NBN FTTB/N wall socket

      nbn HFC uses a Coaxial Cable socket. If you don't have the right type of cable socket at your place, an nbn installer can come install one. This can usually by done by upgrading an existng wall socket.
       
      nbn FTTP and nbn Wireless connections don't have a wall socket - your modem will plug into an nbn Connection Box.

      Cable socket

       

      Can I use smart wiring with the nbn®?

      Smart wiring is internal Ethernet cabling at your house. It means you have Ethernet wall sockets to connect devices to your nbn modem without running Ethernet cables along the floor or under doors. It's a good investment for heavy internet uses, or larger homes that don't get enough coverage from a standard Wi-Fi signal.

      You can use smart wiring with the nbn, but it won't be included with your nbn installation. You'll need to hire a registered cabler to have smart wiring installed.

       

      Will my modem work with iiNet nbn®?

      Most modems will work on iiNet nbn, but there are some exceptions. Check out nbn BYO modem requirements for more info.

      If you need an nbn modem, you can get one from us when your order iiNet nbn.

       

      More about the nbn®

      For everything you need to know, see nbn Speeds Explained.

       

      Many devices that work over phone lines can work on the nbn, but you need to contact your service provider to make sure before you switch to nbn. You may need to get a different type of product that will work on nbn.

      Important: iiNet does not offer Priority Assistance. If you have Priority Assistance or believe you may be eligible, please consider this before you order.

If your iiNet nbn FTTP service is having dropouts, it means your internet will go offline and come back online intermittently. These steps will help you identify the issue.

 

  1. Your service may just be affected by an outage or planned maintenance. You can check your address on nbn®'s Network status and outages page and our Network Status page.

    If there is an outage or planned maintenance, the results will give you an estimated fix time.

  2. Log into Toolbox and run an nbn service test.

    If the nbn service test identifies an issue, we’ll contact you.

  3. Do you have any devices connected to your modem with an Ethernet cable? If these devices stay connected when devices on WiFi drop out, switch to troubleshooting Wi-Fi Dropouts.

  4. Find your nbn modem and make sure the cables are plugged in securely and not damaged. Our setup guide will show you how to plug in.

    You’ll need to replace any broken or chewed cables.

    VX420-G2V nbn FTTP plugin - from left to right, VX420-G2V ports are Phone, DSL, USB, LAN1, LAN2, LAN3, LAN4, WAN, Reset button, ON/OFF button, Power.
  5. Still getting dropouts? Please call us on 13 22 58 and we’ll help you.

 

If your iiNet nbn FTTP service is offline, you won’t be able to visit a website, browse, stream, or download. Email and any other services that use the internet will not work. These steps will help you identify the issue.

 

  1. Your service may just be affected by an outage or planned maintenance. You can check your address on nbn®'s Network status and outages page and our Network Status page.

    If there is an outage or planned maintenance, the results will give you an estimated fix time.

  2. If you have a phone with mobile data, use it to run an nbn service test in Toolbox.

    If the nbn service test identifies an issue, we’ll contact you.

  3. Find your nbn modem and make sure the cables are plugged in securely and not damaged. Our setup guide will show you how to plug in.

    You’ll need to replace any broken or chewed cables.

    VX420-G2V nbn FTTP plugin - from left to right, VX420-G2V ports are Phone, DSL, USB, LAN1, LAN2, LAN3, LAN4, WAN, Reset button, ON/OFF button, Power.

  4. Turn off the power outlets for your modem and nbn Connection Box (NCB) for at least 10 seconds.

  5. Turn the outlets back on and wait for your modem’s Internet light to come on, then see if you can visit a website.

  6. Check your nbn Connection box's status lights. If any lights are off or red, please call us on 13 22 58 and we’ll help you. 
     
    Are all the lights off? Press the LIGHTS ON/OFF button to turn the NCB lights back on.

    NCB lights, from left to right: Power, Optical, Alarm, Port, Lights on/off button.
  7. Do you have any devices connected to your modem with an Ethernet cable? If these devices can visit a website but devices on Wi-Fi can’t, switch to troubleshooting Wi-Fi No Connection.
  8. If you can view websites on some devices but not others, even when they’re both connected the same way, you may need to fix some browser settings. Check out our guide on Browsing issues.

  9. Still can't get online? Please call us on 13 22 58 and we’ll help you.


    10.  

    If your nbn FTTP service is running slowly, these steps will help you identify the issue.

     

    1. Your service may just be affected by planned maintenance. You can check your address on nbn®'s Network status and outages page and our Network Status page.

      If there is planned maintenance, the results will give you an estimated fix time.

    2. If you have a phone with mobile data, use it to run an nbn service test in Toolbox.

      If the nbn service test identifies an issue, we’ll contact you.

    3. Find your nbn modem and turn off its power outlet for at least 10 seconds.

    4. Turn the outlet back on and wait for your modem’s Internet light to come on, then run a speed test.

    5. Do you have any devices connected to your modem with an Ethernet cable? If speeds on these devices are fine but devices on Wi-Fi are slow, switch to Troubleshooting Wi-Fi speed.

    6. Make sure that the device you’re using to run speeds tests is the only one connected to your modem. Unplug all other devices from your modem’s Ethernet ports and turn off other devices that are connected to the Wi-Fi.

    7. On your one device, close all other apps using the internet, then run a speed test.

    8. If your speed has improved on a single device, you may need to upgrade your nbn plan to get enough bandwidth to support more apps or devices.

      You can change your plan in Toolbox or call us on 13 19 17.

    9. Make sure your modem’s Ethernet cables are in good condition, with “CAT6” or “CAT5e” printed on them.

      Older Cat5 Ethernet cables are not recommended for nbn services. You’ll need to replace any broken or chewed cables.

    10. Run a scan on your antivirus/anti-malware software. If your software includes any firewalls, temporarily disable them and run a speed test to see if they’re slowing down your internet.

      If any infections are detected, make sure they are quarantined and removed. Contact your software’s Customer Support if you need help.

    11. Still getting slow speeds? Please call us on 13 22 58 and we’ll help you.

    Your modem will take care of the hard stuff like internet settings, but we’ll need your help to plug it in. The main cables you need will come in the box, and you can grab extra Ethernet cables from the shops if you need them.

      

    Choose your modem to get started:

    Picture Modem
    Wi-Fi Max modem
    		 Wi-Fi Max Modem (HWG2025)
    VX420-G2V Modem
    		 VX420-G2V Modem
    Smart Modem Gateway
    		 Smart Modem Gateway (VX420-G2H)
    VX220-G2V Modem
    		 VX220-G2V Modem
    TP-Link VR1600v modem
    		 TP-Link VR1600v
    TG-789 Broadband Gateway
    		 TG-789 Broadband Gateway
    TG-1 Broadband Gateway
    		 iiNet modem not listed here?
    See Guides for older modems.
    BYO Modem
    		 Don't have an iiNet modem?
    See our BYO modem guide.

     

    How to plug in your Wi-Fi Max Modem for nbn FTTP

    Set up with the My Internet Connect app

    You can download the My Internet Connect App (Android / iOS). Don't want to use the app? You can set up without the app instead.

     

    1. Wait for a message from us asking you to plug in your nbn modem. We need to get your connection ready on our side first.
    2. Find your nbn Connection Box (NCB) – it's usually installed on the inside of an exterior wall, sometimes in the garage. Unplug any old modem from the NCB and power outlet.
    3. Open the app and follow the prompts until you get to Check your modem status.
    4. Use the power cable to connect you modem's Power port to a power outlet, turn it on, then press your modem’s ON/OFF button.
    5. lick Next to Connect to your modem’s Wi-Fi. You have 2 options:
      • Click Open Camera to scan the QR code on your modem's barcode sticker.
      • Click Enter Your Wi-Fi Password to follow the instructions to connect the Wi-Fi manually, then press Next.
    6. Follow these steps:
      • Connect the ethernet cable from your modem’s red WAN port to your NCB's yellow PORT.
         
        NCB has 4 ports? Plug into UNI-D1 or PORT 1 first. If that doesn’t work, try each other port and wait a few minutes to see if your NCB gets a green OPTICAL light. If all NCB lights are off, press the LED ON/OFF button to turn them back on.
      • Got an nbn Phone service? Just plug a handset into your modem’s grey Phone port. If the phone LED on the back of the modem is solid green, then your phone line is active.
         
        If your nbn Phone service was connected before 15 May 2024, you may need to plug your phone into the UNI-V1 port on your NCB instead.
      • Take a break for 20 minutes while your modem runs through an automatic setup.
      • Wait for the light on the front of your modem to turn solid green.
      • Click Done in the app to continue.
    7. You’ll be prompted to enter the Login Password found on on your modem's barcode sticker. Once entered, click Remember Password, then Login. You’ll be prompted to Change the Login Password, or Skip to continue.

      If you change the Login Password, make sure you save it somewhere secure so you can easily access it later.
      My Internet Connect app - WAN Setup
    8. Allocate a name for your modem or click Skip to continue.
    9. Connect your devices. If you have extra Ethernet cables, you can connect 2 devices to your modem’s yellow LAN ports. 
       
      If you want to connect your devices via Wi-Fi, you have 3 options:
      • Use the Wi-Fi Name and Password on your modem's barcode sticker.
      • Scan the QR code on your modem's barcode sticker (Smartphones only).
        Wi-Fi Max barcode sticker
      • Enable Wi-Fi Protected Setup (WPS) on your device then press the Pair button on the back of your modem for 3 seconds.
    10. Your devices will automatically connect to the best Wi-Fi possible. If your Wi-Fi’s running slow, check out Improving Wi-Fi Signal.
       
      If you want to change your Wi-Fi name or password, use this guide.
    11. You’re now good to go.
       
      If you don’t want to keep your old modem, see if your local council has any eWaste recycling facilities.

     

    Set up without the My Internet Connect app

    1. Wait for a message from us asking you to plug in your nbn modem. We need to get your connection ready on our side first.
    2. Find your nbn Connection Box (NCB) – it's usually installed on the inside of an exterior wall, sometimes in the garage. Unplug any old modem from the NCB and power outlet.
    3. Use the power cable to connect you modem's Power port to a power outlet, turn it on, then press your modem’s ON/OFF button. 
    4. Connect the ethernet cable from your modem’s red WAN port to your NCB's yellow PORT.
       
      NCB has 4 ports? Plug into UNI-D1 or PORT 1 first. If that doesn’t work, try each other port and wait a few minutes to see if your NCB gets a green OPTICAL light. If all NCB lights are off, press the LED ON/OFF button to turn them back on.
    5. Got an nbn Phone service? Just plug a handset into your modem’s grey Phone port. If the phone LED on the back of the modem is solid green, then your phone line is active. 
       
      If your nbn Phone service was connected before 15 May 2024, you may need to plug your phone into the UNI-V1 port on your NCB instead.
      Wi-Fi Max nbn FTTP plugin - from base to top, modem ports are Power, ON/OFF button, LAN 2, LAN 1, 2.5G WAN, Reset button, WPS Pair button, Phone, DSL.
    6. Take a break for 20 minutes while your modem runs through an automatic setup.
    7. Check the light on the front your modem. If it’s solid green, you're online and you can can start connecting your devices. 
       
      No green light? Give us a call us on 13 22 58 and we'll help you out.
    8. Connect your devices. If you have extra Ethernet cables, you can connect 2 devices to your modem’s yellow LAN ports.
       
      If you want to connect your devices via Wi-Fi, you have 3 options:
      • Use the Wi-Fi Name and Password on your modem's barcode sticker.
         
        If you want to change your Wi-Fi name or password, use this guide.
      • Scan the QR code on your modem's barcode sticker (Smartphones only).
        Wi-Fi Max barcode sticker
      • Enable Wi-Fi Protected Setup (WPS) on your device then press the Pair button on the back of your modem for 3 seconds.
    9. Your devices will automatically connect to the best Wi-Fi possible. If your Wi-Fi’s running slow, check out Improving Wi-Fi Signal.
       
      If you want to change your Wi-Fi name or password, use this guide.
    10. You’re now good to go.
       
      If you don’t want to keep your old modem, see if your local council has any eWaste recycling facilities.

      

     How to plug in your VX420-G2V Modem for nbn FTTP

     
    Note for video:     If your nbn Connection Box (NCB) doesn’t have UNI-D ports, you’ll need to plug into the yellow PORT or PORT 1 instead.

     

    1. Wait for a message from us asking you to plug in your nbn modem. We need to get your connection ready on our side first.
    2. Find your nbn Connection Box (NCB) – it's usually installed on the inside of an exterior wall, sometimes in the garage. Unplug any old modem from the NCB and power outlet.
    3. Use the power cable to connect your modem's Power port to a power outlet, turn it on, then press your modem’s ON/OFF button.
    4. Use the Ethernet cable to connect your modem's blue WAN port to your NCB's yellow PORT.
       
      NCB has 4 ports? Plug into UNI-D1 or PORT 1 first. If that doesn’t work, try each other port and wait a few minutes to see if your NCB gets a green Optical light. If all NCB lights are off, press the LED ON/OFF button to turn them back on.
    5. Take a break for 30 minutes while your modem runs an automatic setup.
    6. Check your modem's Internet light. If it's green, you’re online and you can start connecting devices.
       
      No green light? Call us on 13 22 58 and we can help you out.
      VX420-G2V lights - from left to right: Power, DSL, Internet, 2.4GHz, 5GHz, WAN, LAN1, LAN2, LAN3, LAN4, Phone, WPS, USB.
    7. You'll find the default Wi-Fi name (SSID) and Wireless Password/PIN on your modem's barcode sticker. If you want to change your Wi-Fi name or password, use this guide.
      VX420-G2V barcode sticker
    8. Your devices will automatically connect to the best Wi-Fi possible. If your Wi-Fi’s running slow, check out Improving Wi-Fi Signal.
    9. For online gaming or HD/4K streaming, Ethernet is better than Wi-Fi. If you have extra Ethernet cables, you can connect up to 4 devices to your modem’s yellow LAN ports.
    10. To use your iiNet nbn Phone service, just plug a handset into your modem’s green Phone port.
       
      If your service was connected before 15 May 2024 then plug your handset into your NCB's UNI-V1 port instead.
      VX420-G2V nbn FTTP plugin - from left to right, VX420-G2V ports are Phone, DSL, USB, LAN1, LAN2, LAN3, LAN4, WAN, Reset button, ON/OFF button, Power.
    11. You’re now good to go.
       
      If you don’t want to keep your old modem, see if your local council has any eWaste recycling facilities.

     

    How to plug in your Smart Modem Gateway (VX420-G2H) for nbn FTTP

     
    Note for video:     If your nbn Connection Box (NCB) doesn’t have UNI-D ports, you’ll need to plug into the yellow PORT or PORT 1 instead.

     

    1. Wait for a message from us asking you to plug in your nbn modem. We need to get your connection ready on our side first.
    2. Find your nbn Connection Box (NCB) – it's usually installed on the inside of an exterior wall, sometimes in the garage. Unplug any old modem from the NCB and power outlet.
    3. Use the power cable to connect your modem's Power port to a power outlet, turn it on and press your modem’s ON/OFF button.
    4. Use the Ethernet cable to connect your modem's blue WAN port to your NCB's yellow PORT.
       
      NCB has 4 ports? Plug into UNI-D1 or PORT 1 first. If that doesn’t work, try each other port and wait a few minutes to see if your NCB gets a green Optical light. If all NCB lights are off, press the LED ON/OFF button to turn them back on.
    5. Take a break for 30 minutes while your modem runs an automatic setup.
    6. Check your modem's Internet light. If it’s green, you’re online and you can start connecting your devices.
       
      No green light? Call us on 13 22 58 and we can help you out.
      Smart Modem Gateway lights - from left to right: Power, DSL, 4G, Internet, 2.4GHz, 5GHz, WAN, LAN1, LAN2, LAN3, LAN4, Phone, WPS, USB.
    7. You'll find the default Wi-Fi name (SSID) and Wireless Password/PIN on your modem's barcode sticker. If you want to change your Wi-Fi name or password, use this guide.
      Smart Modem Gateway barcode sticker
    8. Your devices will automatically connect to the best Wi-Fi possible. If your Wi-Fi’s running slow, check out Improving Wi-Fi Signal.
    9. For online gaming or HD/4K streaming, Ethernet is better than Wi-Fi. If you have extra Ethernet cables, you can connect up to 4 devices to your modem’s yellow LAN ports.
    10. To use your iiNet nbn Phone service, just plug a handset into your modem’s green Phone port.
       
      If your service was connected before 15 May 2024 then plug your handset into your NCB's UNI-V1 port instead.
      VX420-G2H Modem nbn FTTP plugin - from left to right, modem ports are Phone, DSL, USB, LAN1, LAN2, LAN3, LAN4, WAN, Reset button above ON/OFF button, Power.
    11. You're now good to go.
       
      If you don’t want to keep your old modem, see if your local council has any eWaste recycling facilities.

     

    Note for nbn services with 4G Backup: Whenever your modem’s 4G light is lit, that means your modem has automatically connected to the 4G Backup service because your nbn service is unavailable, such as during initial setup or network maintenance.

    Your nbn Phone will not work while 4G Backup is in use.

    Once you're connected to nbn, if you notice the 4G Backup service has turned back on for an extended period of time:

    1. Restart your modem.
    2. Make sure your modem is plugged in correctly for nbn.
    3. Contact us if the issue persists as we may need to investigate.
    Smart Modem Gateway lights, from left to right: Power, DSL, 4G, Internet, 2.4GHz, 5GHz, WAN, LAN 1, LAN 2, LAN 3, LAN 4, Phone, WPS, USB.

     

    How to plug in your VX220-G2V Modem for nbn FTTP

     
    Note for video:     If your nbn Connection Box (NCB) doesn’t have UNI-D ports, you’ll need to plug into the yellow PORT or PORT 1 instead. After 15 May 2024, you'll need to plug your handset into your modem's green Phone port instead of the UNI-V port on the nbn Connection Box.

     

    1. Wait for a message from us asking you to plug in your nbn modem. We need to get your connection ready on our side first.
    2. Find your nbn Connection Box (NCB) – it's usually installed on the inside of an exterior wall, sometimes in the garage. Unplug any old modem from the NCB and power outlet.
    3. Use the power cable to connect your modem's Power port to a power outlet, turn it on, then press your modem’s ON/OFF button.
    4. Use the Ethernet cable to connect your modem's blue WAN port to your NCB's yellow PORT.
       
      NCB has 4 ports? Plug into UNI-D1 or PORT 1 first. If that doesn’t work, try each other port and wait a few minutes to see if your NCB gets a green Optical light. If all NCB lights are off, press the LED ON/OFF button to turn them back on.
    5. Take a break for 30 minutes while your modem runs an automatic setup.
    6. Check your modem's Internet light. If it’s blue, you’re online and you can start connecting devices.
       
      No blue light? Call us on 13 22 58 and we can help you out.
      VX220-G2V lights - from left to right: Power, DSL, Internet, 2.4GHz, 5GHz, WPS, WAN, LAN1, LAN2, LAN3, LAN4, Phone, USB.
    7. You'll find the default Wi-Fi name (SSID) and Password on your modem's barcode sticker. If you want to change your Wi-Fi name or password, use this guide.
      VX220-G2V Modem barcode sticker
    8. Your devices will automatically connect to the best Wi-Fi possible. If your Wi-Fi’s running slow, check out Improving Wi-Fi Signal.
    9. For online gaming or HD/4K streaming, Ethernet is better than Wi-Fi. If you have extra Ethernet cables, you can connect up to 4 devices to your modem’s yellow LAN ports.
    10. To use your iiNet nbn Phone service, just plug a handset into your modem’s green Phone port.
       
      If your service was connected before 15 May 2024 then plug your handset into your NCB's UNI-V1 port instead.
      VX220-G2V nbn FTTP plugin - from left to right, modem ports are Phone, DSL, USB, LAN1, LAN2, LAN3, LAN4, WAN, Power. The right side of the modem has an ON/OFF button and Reset button.
    11. You’re now good to go.
       
      If you don’t want to keep your old modem, see if your local council has any eWaste recycling facilities.

     

    How to plug in your TP-Link VR1600v for nbn FTTP

    1. Wait for a message from us asking you to plug in your nbn modem. We need to get your connection ready on our side first.
    2. Find your nbn Connection Box (NCB) – it's usually installed on the inside of an exterior wall, sometimes in the garage. Unplug any old modem from the NCM and power outlet.
    3. Use the power cable to connect your modem's Power port to a power outlet, turn it on, then press your modem’s ON/OFF button.
    4. Use the Ethernet cable to connect your modem's blue WAN port to your NCB's yellow PORT.
       
      NCB has 4 ports? Plug into UNI-D1 or PORT 1 first. If that doesn’t work, try each other port and wait a few minutes to see if your NCB gets a green Optical light. If all NCB lights are off, press the LED ON/OFF button to turn them back on.
    5. Take a break for 30 minutes while your modem runs an automatic setup.
    6. Check your modem's Internet light. If it’s green, you’re online and you can start connecting devices.
       
      No green light? Call us on 13 22 58 and we can help you out.
      VR1600V lights - from left to right: Power, DSL, Internet, 2.4G, 5G, WPS, Phone1, Phone2, WAN, LAN1, LAN2, LAN3, LAN4, USB.
    7. You'll find the default Wi-Fi name (SSID) and Wireless Password/PIN on your modem's barcode sticker. If you want to change your Wi-Fi name or password, use this guide.
      VR1600v barcode sticker
    8. We recommend connecting over the 5GHz Wi-Fi channel for faster performance. If your Wi-Fi’s running slow, check out Improving Wi-Fi Signal.
    9. For online gaming or HD/4K streaming, Ethernet is better than Wi-Fi. If you have extra Ethernet cables, you can connect up to 4 devices to your modem’s yellow LAN ports.
    10. To use your iiNet nbn Phone service, just plug a handset into your modem’s grey Phone 1 port.
       
      If your service was connected before 15 May 2024 then plug your handset into your NCB's UNI-V1 port instead.
       
      VR1600v Modem nbn FTTP plugin - from left to right, modem ports are DSL, USB, LAN1, LAN2, LAN3, LAN4, WAN, Phone 2, Phone 1, Power, Reset button above Power button.
    11. You’re now good to go.
       
      If you don’t want to keep your old modem, see if your local council has any eWaste recycling facilities.

    ​ 

    How to plug in your TG-789 Broadband Gateway for nbn FTTP

    1. Wait for a message from us asking you to plug in your nbn modem. We need to get your connection ready on our side first.
    2. Find your nbn Connection Box (NCB) – it's usually installed on the inside of an exterior wall, sometimes in the garage. Unplug any old modem from the NCM and power outlet.
    3. Use the power cable to connect your modem's Power port to a power outlet, turn it on, then press your modem’s ON/OFF button.
    4. Use the Ethernet cable to connect your modem's red WAN port to your NCB's yellow PORT.
       
      NCB has 4 ports? Plug into UNI-D1 or PORT 1 first. If that doesn’t work, try each other port and wait a few minutes to see if your NCB gets a green Optical light. If all NCB lights are off, press the LED ON/OFF button to turn them back on.
    5. Take a break for 30 minutes while your modem runs an automatic setup.
    6. Check your modem's Internet light. If it’s green, you’re online and you can start connecting devices.
       
      No green light? Call us on 13 22 58 and we can help you out.
      TG-789 modem lights, from left to right: Status, WAN, Internet, Wireless 2.4, Wireless , WPS, Ethernet, USB, phone, Wireless On/Off button.
    7. You'll find the default Wi-Fi Network name and password (Wireless Key) on your modem's barcode sticker. If you want to change your Wi-Fi name or password, use this guide.
      TG-789 barcode sticker
    8. We recommend connecting over the 5GHz Wi-Fi channel for faster performance. If your Wi-Fi’s running slow, check out Improving Wi-Fi Signal.
    9. For online gaming or HD/4K streaming, Ethernet is better than Wi-Fi. If you have extra Ethernet cables, you can connect up to 4 devices to your modem’s yellow LAN ports.
    10. To use your iiNet nbn Phone service, just plug a handset into your modem’s green Phone 1 port.
       
      If your service was connected before 15 May 2024 then plug your handset into your NCB's UNI-V1 port instead.
       
      TG-789 nbn FTTP plugin - from left to right, modem ports are Phone1, Phone 2, DSL, LAN1, LAN2, LAN3, LAN4, WAN, Power, Power button, Reset button.
    11. You’re now good to go.
       
      If you don’t want to keep your old modem, see if your local council has any eWaste recycling facilities.

     

     

    This article will explain what to do if you’re getting unwanted phone calls to your home phone number.

     

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

     

    Are the callers telemarketers?

    If the calls are unsolicited telemarketers from businesses you haven’t dealt with before, then you should register on the Do Not Call Register.

    This register is managed by the Australian Communications and Media Authority on behalf of the Australian Government. Once you have registered, Australian telemarketers and fax marketers must not contact you.

     

    Phone harassment and other malicious calls

    If you’re getting threatening or otherwise unwelcome calls that:

    • Total 10 or more unwelcome calls spread over a 24 hour period;
    • Total 3 or more unwelcome calls over a 48 to 120 hour period; or
    • Are made at consistent and/or regular intervals,

     

    Please call us on 13 22 58 and request assistance as soon as possible. We can assist by:

    • Capturing trace logs for VoIP internet phone services (e.g. NBN Phone).
    • Setting up a Malicious Call Trace for fixed line phone services (e.g. landline).
    • Facilitating a change of phone number if desired.

     

    What do I need to do to stop unwanted calls?

    1. Write down the time and date of each unwelcome call, using the exact date and time in your phone's call history.

    2. Once you have recorded enough unwelcome calls according to the list below, please call us on 13 22 58 and we'll investigate.

      - 10 or more times within 24 hours; or
      - 3 or more times within 48 to 120 hours; or
      - Any number of calls made at consistent and/or regular intervals (e.g. every Thursday night for 3 weeks in a row, or calls every 2 days) and where there are special circumstances.

      Special circumstances may include threats against your personal safety, vulnerable situations like domestic or family violence, or a result of your financial, employment or other circumstances.

    3. If we find that there's been a pattern of unwelcome calls, a Warning Letter (Cease and Desist) will be sent to the malicious caller by their phone provider. At no point is the malicious caller's identity supplied to iiNet or to you.
       
      Note: A Warning Letter can't be sent if the caller is using an international number, multiple different phone numbers, or a payphone.

    4. If the calls are threatening or criminal in nature, please contact your local police department and tell them about the malicious calls. The police can contact iiNet to get the trace logs.

    5. Once a trace has been requested, please record the date and time of any further unwelcome calls and send the details to us. The ticket will be closed if no further reports are received after 30 days.

    Scammers use a wide variety of methods to impersonate legitimate businesses and organisations personal and private information. Known as phishing, these scam websites, emails and text messages can be difficult to spot. Try to look out for incorrect spelling and grammar, and poor layout, imagery and styling. For more information, head to the Scamwatch website.

     

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

     

    What to do if you receive suspicious correspondence or calls claiming to be from iiNet

    If you receive a call, letter, email, text message or other communication that claims to be from iiNet and you suspect it may be a scam or hoax, give us a call on 13 22 58.

     

    Scam Emails and Text Messages

    If you receive an email or text message that is unknown, unsolicited or you suspect to be fraudulent including messages with a one-time code that you didn’t initiate, this is what we advise:

    • Don’t reply to the SMS or email.
    • Don’t provide any personal details.
    • Don’t click on any links.
    • Don’t open any attachments.
    • Don’t call any numbers associated with the SMS or email.
    • Don’t share any content of the SMS or email with anyone.
    • Report the email or SMS to Scamwatch.
    • Forward the email as an attachment to abuse@iinet.net.au.

     

    Scam Phone Calls

    Scammers often use a method called call spoofing, which means they falsify the caller ID to hide their identity. The call may look like it’s coming from a local or trusted number, but it is not.

    Call spoofing is common and while it can't be fully stopped, we have added a new feature where a "Warning Suspected Scam" banner will appear on some calls which we think look suspicious.

    Some flagged calls may be legitimate but letting them go to voicemail is a safer choice. This warning system will not catch every spoofed or scam call. To stay safe, do not share personal details during unexpected or unsolicited calls. 

     

    If you receive a phone call that you suspect is fraudulent, this is what we advise:

    • Don’t give the caller any personal details and hang up.
    • Check that the call is coming from a number that’s not a number that we use.
    • Block the caller/sender’s number using your phone’s built-in call rejection features or by downloading an app to restrict incoming calls and messages.
    • Let the call go to voicemail and then listen to any message left to ascertain if this might be a genuine call. For more information on how to set up and manage voicemail, head to our support page.
    • Report the call to Scamwatch.
    • Report the email or SMS to Scamwatch.

     

    How to tell whether a call you’ve received is legitimate

    • When we call you, we will not ask for a one-time passcode sent to your mobile or email, to verify you. 
    • We will never call you and ask for your credit card details for refunds, reimbursements, or compensation. 
    • Any refunds or reimbursements will only be provisioned through your original method of payment. 
    • We will never call you from a private number. 
    • If you order a device over the phone or online, we will send you a confirmation SMS with the details of your order including your preferred delivery address. 
    • We will never proactively reach out to you on social media, we will only ever respond to you, if you contact us.

     

    Latest known scams

    Gambling Scam

    We’ve seen an increase in scammers sending unsolicited messages posing as online gambling sites and casinos. These messages invite the recipient to click a link promising bonuses and the potential to win money.  While the website and SMS may look like it is from a gambling site, the websites are used to harvest personal information by requesting sign up information and banking credentials and may infect your device with malware.

    If you receive an unsolicited SMS inviting you to a gambling site, do not click the link or provide personal information.

     

    nbn® appointment scams

    iiNet is aware of a scam targeting customers relating to nbn faults or works in their area.

    The scammers may contact consumers in person or over the phone to offer either a new nbn connection or support in setting up an existing connection. The scammers will then try to gain payment details or access computers either remotely or in person. Scammers may also send a fake SMS posing as iiNet offering or confirming an nbn appointment.

    iiNet will never contact you and ask for your payment details relating to an nbn appointment or fault and will never request to access your computer or devices in person or ask you to load a website that gives them access remotely.

    • If someone contacts you in person or over the phone and requests access to your computer or devices, close the door or hang up on them.
    • If you are ever contacted by someone posing as iiNet and you are uncomfortable or unsure if it is a scam, hang up and call us back on 13 22 58.
    • If you ever receive an SMS from iiNet confirming an nbn installation appointment that you haven’t requested, do not respond, and report it.
    • Always request identification before allowing technicians to enter your home.
    • Never allow anyone to access your personal computer or device either in person or over the phone.
    • iiNet technicians will never request payment or payment details from customers.

    Report any suspicious behaviour to Scamwatch. If you think you have been a victim of fraud, or a scammer has gained access to your banking information contact your financial institution immediately.

     

    Email closure phishing email

    We are aware of a phishing campaign targeting iiNet customers.
     
    We may have emailed you recently, asking you to express interest in retaining the email account you hold with iiNet. We have observed examples of scammers attempting to replicate these emails, with the intent to phish personal information from our customers.
     
    iiNet will not ask you to provide your Toolbox login details, personal information, or payment details as part of this campaign.

    If you receive an email relating to this campaign with a link asking for your personal or iiNet login information, please report it to us at abuse@iinet.net.au.

    If you have clicked on a link and filled in your personal, iiNet login, or payment information, please change any related passwords immediately and report this to scamwatch.gov.au. If you have been a victim of fraud, you should immediately contact your financial services provider.
     
    For further support, please call us on 13 22 58.

     

    “Hi mum” scam

    Some of our customers have reported receiving WhatsApp or text messages from scammers alleging to be children in need of funds. The scammers are targeting parents and the messages generally start by claiming the child has lost or broken their phone, or it has been stolen so they insist the parent does not contact them on their old number. The messages will then develop into the scammer requesting money for things like bills or emergency funds as they have been locked out of their internet banking accounts.

    If you receive an SMS or WhatsApp message from an unknown number asking for money or claiming to be a loved one, do not transfer any funds. If you are ever unsure of the legitimacy of a message, it’s always best to pick up the phone and contact the sender to be sure.

    If you receive any SMS relating to this scam, please report it to Scamwatch.

     

    nbn® Robocaller Scam

    Some customers have reported receiving a call with a recorded message claiming to be nbn®, telling the customer that their account will be terminated.

    If you receive a call like this:

    • Do not confirm any personal information to the caller.
    • Hang up the phone.
    • Report the call to Scamwatch.

    In the event of any legitimate service disconnections, you will receive at least 30 days' written notice from us.

    For more scam and hoax information, monitor the Scamwatch website.

     

    Flubot Scam

    You may have recently received an SMS message, claiming that you have had a missed call or voicemail. These messages are generated by Malware called Flubot, which spreads via SMS messages and can infect customers with Android devices on any mobile network. We are aware of a variant of the Flubot message which purports to be a link from iiNet. Other versions claim to be a courier service asking the end user to install a tracking app through a link which will infect the device with malware. If a user clicks the link and installs the app, the malware will take over the device and send texts to the infected user’s contacts.

    Known examples include:

    • I want to send you a voicemail on Zello! Click to download.
    • my86 Your service provider zas sent you a nee notice: <LINK> 
    • wfq5cm Voicemail: You have 1 new Voicemaill (s). Go to: <LINK>

     

    If you receive an SMS like this:

    • Do not click on the link.
    • Report the SMS to Scamwatch.
    • Delete the SMS a soon as possible.

    It is important to point out that just because you have received the message, this does not mean your device has become infected.

    If you click on the link, you will be taken to a web page that may look like a genuine site with branding that you are familiar with. You may be prompted to install an app, so you can listen to the voicemail message. If you give permission to install the app, the Flubot malware will be installed onto your device. The malware may be able to access your contacts list and access your personal information if you use your device while infected. You may also receive texts or calls from random numbers stating that you have sent them an SMS, which you will have no knowledge of.

     

    What should you do if you have become infected?

    If you have become infected, don’t enter any passwords or log into any accounts until you have cleaned your device using the below steps.

     

    How to clean your device

    Cleaning your device using the steps below will remove the malicious software from your device.

    To clean your device, you can:

    • contact an IT professional
    • download official Android anti-virus software through the Google Play Store
    • perform a factory reset of the device.

    Performing a factory reset of your device will delete all of your data including photos, messages, and authentication applications.

    At this time Apple devices are not affected, but we are aware that customers with Apple devices have been also receiving these Flubot messages.

    For more information, head to the Scamwatch website.

     

    COVID-19 Scams

    Unfortunately, during these difficult times it is business as usual for fraudsters and scammers who are using the spread of COVID-19 to take advantage of people across the country. These scams can include spam messages impersonating the Government or the ATO, and there has also been an emergence of scams related to people’s superannuation.

    You can find lots of useful information regarding the latest COVID-19 scams on the Scamwatch page.

    If you receive any emails or messages that you think are suspicious, please report them to Scamwatch here.

     

    COVID-19 SMS Scam

    Some of our customers have reported receiving an SMS from a source claiming to be the ‘Australian Government Department of Health’ stating that ‘You’ve received a new message regarding the COVID-19 safetyline symptoms and when to get tested in your geographical area’.

    This SMS contains a link to a fake government website.

    This SMS was not sent by the Australian Government Department of Health. Please do not click on any link or reply to the SMS.

    If you receive this SMS, please follow the below directions:

    • Don’t reply to the SMS.
    • Don’t click on any links/attachments.
    • Report the email to Scamwatch.

     

    Wangiri Fraud (missed call scam)

    Wangiri fraud is when you receive missed calls from international numbers you don’t recognise on either a mobile or a fixed-line phone. The fraudsters generating the missed calls hope that their expensive international numbers will be called back so that they can profit. This type of fraud is not specific to iiNet and appears to be on the rise.

    If you receive calls like this, be assured that you haven’t been specifically targeted. It’s likely that the fraudster has generated a missed call to a whole range of mobile numbers that happens to include yours.

     

    What should you do if you get a suspected Wangiri call?

    We recommend that you don’t return calls to international numbers that you don’t recognise. Calls to Wangiri numbers will often result in a charge being incurred and only encourages the fraudster to generate more missed calls to customers who choose to call back.

    • Do not answer a call from an overseas number unless you recognise the number or are expecting the call.
    • Do not return a call to an overseas number unless you recognise it.
    • Do not give out any personal or business information such as banking or credit card details, pin numbers, birth dates or personal names and addresses.

     

    What’s being done to address this issue?

    We proactively monitor our network for Wangiri activity and shut down new fraudulent international numbers and number ranges as we find them.

    This is an issue affecting customers of mobile and fixed line operators around the globe, and we’re working with a number of different operators and industry groups to reduce Wangiri fraud levels.

     

    SMS Phishing Scam

    Some of our customers have reported receiving an SMS claiming to be from iiNet, asking them to verify personal information. The message states you have ‘been selected as one of our lucky winners for a brand new iPhone’ and requests for you to reply to a number with your full birth date.
    This message is not sent by iiNet. Please do not reply to the message.

    If you receive this message (or any other spam SMS), please follow the below directions:

    • Don’t reply to the SMS.
    • Don’t provide any personal details.
    • Don’t click on any links.
    • Don’t call any numbers associated with the SMS.
    • Don’t share any content of the SMS with anyone.
    • Report the SMS to Scamwatch.

     

    Fake iiNet mail

    iiNet are aware of an increase in falsified letters and statements from telecommunication companies. The falsified letters use the company branding to appear legitimate and will be either sent via post or email.

    The letters could be either a threatening invoice, request to update details or congratulate you on winning a prize. It will ask you to call a number or visit a website to update details, pay a sum of money or claim your prize.

    If you receive any mail from iiNet, whether it be paper or electronic, please ensure you do not follow any links to websites or call any numbers that are unfamiliar to you. If you receive a letter and suspect it may be a scam, please contact us on 13 22 58.

     

    Scammers threatening Chinese communities in Australia

    iiNet is aware of a scam targeting our customers in Chinese communities. The calls are in Mandarin and the scammers are often posing as Chinese authorities.

    The scammer will accuse the customer of either being directly involved in a crime relating to fake passports, or a victim who has had their bank details compromised. They will threaten the customer with jail time or deportation and will request the customer pay them large sums of money to clear their name or have their issue investigated.

    The scammers will try to intimidate the customer into either providing money or other personal details such as a passport number. They do this using scare tactics in hope that the customer will not ask any questions and will instead provide requested details or pay them.

    Once money has been paid to scammers, it is often unable to be recovered.

    If you receive a call from someone threatening you with arrest or deportation in relation to fake passports, it is a scam. Do not send any money or provide any personal details. End the call immediately and report it to Scamwatch.

    For further information, including information in Chinese languages, please visit the Scamwatch website.

     

    Browser Pop Up Scam

    iiNet is aware of a current browser pop up scam that is targeting iiNet customers.

    The pop up asks you to click on a link to perform certain activities such as filling out a survey or choosing a gift box to win a “prize” (such as phones, electronic devices or accessories).

    The link then directs you to a payment page where it requires you to pay a small amount via credit card to redeem the “prize” or directs you to a page where you are required to enter your personal details or bank details.

    iiNet will never ask you to fill out forms with personal details to win a prize. If you are browsing the web and receive this pop up, please close the browser. If you have been a victim of this scam, please visit the Scamwatch website or call us on 13 22 58.

    If you see this pop-up while browsing, please do the following:

    • Close the browser.
    • Don’t click on any links or fill in any details.
    • Report the website to Scamwatch.

     

    How to protect your device

    • Make sure to use strong PINs and passwords and change them regularly. Avoid easy to guess PINs and passwords like ‘1234’, ‘0000’ and ‘password’.
    • Lock your mobile handset and voicemail with strong PINs.
    • Think carefully before clicking on a link or opening suspicious emails and attachments.
    • Pay attention to your app permissions (what your apps are allowed to do and access, e.g. location, call history, etc). Only allow necessary permissions.