The article will explain the status lights found on the nbn Connection Box (indoor unit) used for Fibre to the Premises (FTTP) services, which may be useful when troubleshooting nbn FTTP issues.

It will also show you where to find the Connection Box's Serial Number, which may be required to complete your NBN order.

Lifting the cover

nbn FTTP Connection Boxes may have a plastic cover. To open it, gently prise the bottom of the cover away from the two clips holding it in place at the bottom of the unit and then lift the cover upwards.

Once lifted, the Connection Box will be partially covered by casing, but you will still be able to see the status lights and access the ports as shown below.

Location of Serial Number

You'll see a barcode sticker on the right-hand side of the box. The number next to S/N is the Connection Box's Serial Number, as shown below.

Status lights

Are the lights behaving strangely?

If you're seeing some really unusual behaviour such as the lights for unused UNI-D ports lit or flashing despite having nothing connected, have there been recent lightning storms in your area?

If you suspect the Connection Box, its cabling or other nbn equipment have been affected by a lightning strike, please call us on 13 22 58.

When you move, we can help you relocate your iiNet services to your new address.

The benefits of moving with iiNet

When to contact us about moving house

Once you know the date(s) you’ll be moving out of your current address and into the new one, please lodge a relocation in Toolbox or call us on 1300 541 714.

It's best to get the ball rolling at least 2-3 weeks before your moving date.

Please note: Relocation work that requires a technician to visit your address cannot commence until you have the keys to your new property.

Relocation fees

Save money when you relocate your iiNet broadband

When you relocate your existing iiNet broadband service, you'll pay no contract break fees for your existing contract.

Relocations incur standard broadband activation fees, which vary according to the type of internet being connected at your new address:

^If you are moving to a newly developed nbn estate, nbn® may charge a New Development fee of $300.

Please note: These fees are applicable to Residential services only. Please call 13 86 89 to enquire about relocation for Business services.

Relocation timeframes

*Actual timeframes may differ based on external factors, technician availability and workload.
** If no infrastructure has been previously established at the new address, timeframes are subject to technician availability and installation requirements from our wholesaler. Non-standard installations may attract additional costs from our wholesaler - the technician will be able to quote these costs if applicable.

IMPORTANT: If a previous tenant/owner has left an active phone service at your new address, we may not legally proceed with your relocation until that active service has been cancelled or relocated, or you have supplied us with Proof of Occupancy documents. Learn more.

What should I do with my existing nbn® equipment?

• When you move, you should leave any nbn-branded equipment behind, including any power supply cords or other cabling.
• Once it’s been installed, nbn equipment must remain at that address - it won’t work at your new address.
• We’ll make sure you have everything you need at your new place. If any equipment is missing, we’ll help organise a replacement.

Keeping your phone number

You can keep your phone number in the vast majority of cases, except where:

• It's a landline number attached to a specific telephone exchange and you move to an address that’s serviced by a different telephone exchange
• You move to a different geographical call zone/area code, e.g. interstate.

We'll check if keeping your number is possible when you lodge your relocation.

Moving overseas permanently?

Sadly, we can't provide telecommunications services outside of Australia. Please see this advice on closing your account.

For temporary overseas trips, we can help determine if keeping your account active for the duration of your trip would be more convenient and cost-effective than closing your account and re-opening it upon your return.

After your iiNet Mobile service is unsuspended, your iPhone may show a signal on the iiNet network but still be unable to make or receive calls.

1. Using a a pen or paperclip, pop out the SIM tray on the side of your iPhone and remove your SIM.
2. You'll see a "No SIM card Installed" warning on your screen. Tap OK. 
   
3. Once "SOS only" displays where the signal bar should be on the screen, hold the lock button until the "slide to power off" switch shows up to turn off your iPhone. 
   
4. Wait for your iPhone to finish powering off and then place your SIM back into the SIM tray. Insert the SIM tray back into your iPhone.
5. Turn your iPhone back on by holding the lock button until the Apple logo shows up on the screen.
6. Once your iPhone has rebooted, you should be able to make and receive calls again.

A traceroute checks how data packets are sent to a specific address using your internet connection, taking note of each stop along the way. It's a good way to see the latency (delay) between different servers that make up the internet.

You can also run a traceroute with the PingPlotter app.

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

We recognise that these tests may be time consuming and complicated for some users. If you get stuck, please call our friendly Support Team on 13 22 58 and we'll be happy to help.

Getting Started

Before you begin testing, please read through the requirements:

• Tests must be performed on two different computers that are plugged directly into the LAN1 port of the OptiComm Network Terminating Unit (NTU) with an Ethernet cable.
• You'll need to record the MAC address of each computer you use for testing. Learn how.
• While testing, your computers must be operating in "Safe Mode with Networking". Instructions on how to do this are below:
  Safe Mode for Windows 10
  Safe Mode for previous versions of Windows
  Safe Mode for MAC OSX
• Testing needs to be conducted over multiple days. A member of our Support Team can advise how many days of testing is necessary for the nature of your fault.
• Each test must be performed three times each day: once in the Morning, the Afternoon and the Evening.
• Testing must be completed within 72 hours before submitting the fault.

Test 1: Speed Testing

1. Open your browser and go to https://www.iinet.net.au/internet-products/broadband/speed-test/
2. Click Test your internet speed. In the popup window, click GO and let the test run.
3. Once the test has completed, click COPY LINK to copy your result link.
4. In a text editing program such as Microsoft Word or Notepad, record the following information for your test.

   Date: (Date test was performed)
   Time: (Time test was performed)
   Result link: (Paste your result link from the speed test)
   MAC Address: (MAC Address of computer used for test)

5. Save these results as a text file on your computer so that you can email them altogether at the end of testing.

Test 2: TCP Throughput

Both TCP throughput methods must be performed at each testing. Google Chrome, Mozilla Firefox or Microsoft Edge browsers should be used as they display the data transfer rate during downloads.

TCP Throughput Method 1

1. Open your browser and go to http://ftp.iinet.net.au/pub/test/1000meg.test
2. You will be asked to open or save the file "1000meg.test". Select Save (we recommend saving to Desktop so the files can be cleaned up easily afterwards).
3. Click http://ftp.iinet.net.au/pub/test/1000meg.test and select Save 2 more times so you have at least 3 of these files downloading at the same time.
4. While the files are downloading, take note of the “File Transfer Rate” of each file in the download window. 
   
5. In a text editing program such as Microsoft Word or Notepad, record the following details:

   File 1 Transfer Rate: (e.g. 5.0 MB/sec)
   File 2 Transfer Rate: (e.g. 5.0 MB/sec)
   File 3 Transfer Rate: (e.g. 5.0 MB/sec)
   Total File Transfer Rate: (Add all 3 transfer rates together e.g. 15.0 MB/sec)
   Date: (Date test was performed)
   Time: (Time test was performed)
   MAC Address: (MAC Address of computer used for test)

6. Save these results as a text file on your computer so that you can email them altogether at the end of testing.

TCP Throughput Method 2

1. Open your browser and go to http://speedcheck.cdn.on.net/1000meg.test
2. You will be asked to open or save the file "1000meg.test". Select Save (we recommend saving to Desktop so the files can be cleaned up easily afterwards).
3. While the file is downloading, take note of the “File Transfer Rate” in the download window.
4. In a text editing program such as Microsoft Word or Notepad, record the following details:

   File Transfer Rate: (e.g. 15.0 MB/sec)
   Date: (Date test was performed)
   Time: (Time test was performed)
   MAC Address: (MAC Address of computer used for test)

5. Save these results as a text file on your computer so that you can email them altogether at the end of testing.

Test 3: Ping

Windows

1. On a Windows PC, open the Start menu. Select All Programs > Accessories > Command Prompt. Alternatively, Search for "cmd".
2. Type the following ping commands into the Command Prompt. After each command, press Enter to action it:

   ping -n 100 -w 3000 ftp.iinet.net.au

   ping -n 100 -w 3000 speedcheck.cdn.on.net

   ping -n 100 -w 3000 speedtest.net

3. After completing all three pings, click the CMD icon in the top left of the window and select Edit from the drop-down menu.
4. Click Select All to highlight the text in the Command Prompt, and then hit the Enter key on your keyboard to copy the text. 
   
5. Paste (CTRL+V) the text into a Word document (or similar) and save it as a text file on your Desktop. We recommend that you Rename these files and add the Date and Time to the file name so you can easily recognise them when it's time to send your test results to us (e.g. "pingftp.txt" could be renamed to "pingftp10AUG_Morning.txt").

MAC OSX

1. Click Go in the top menu bar and select Utilities. In the top right-hand corner of the Utilities window, type Network Utility in the search bar.
2. Open Network Utility, and then select Ping.
3. For all tests, select "Send only (blank) pings", and enter "100" as the number of pings.
4. In a text editing program such as Microsoft Word or Notepad, record the results from pinging the following 3 network addresses:

   ftp.iinet.net.au
   speedtest.net
   speedcheck.cdn.on.net

5. Save these results as a text file on your computer so that you can email them altogether at the end of testing.

Test 4: Traceroute

Windows

1. On a Windows PC, open the Start menu. Select All Programs > Accessories > Command Prompt. Alternatively, Search for "cmd".
2. Enter the following trace route commands into the Command Prompt. After each command, press Enter to action it (please note that your computer may hang for a few moments when actioning each traceroute - this is normal):

   tracert ftp.iinet.net.au
   tracert speedcheck.cdn.on.net
   tracert speedtest.net
   tracert msn.com
   tracert hotmail.com

3. Click the CMD icon in the top left of the window and select Edit from the drop-down menu.
4. Click Select All to highlight the text in the Command Prompt, and then hit the Enter key on your keyboard to copy the text. 
   
5. Paste (CTRL+V) the text into a Word document or similar and save it as a text file on your desktop. We recommend that you Rename these files and add the Date and Time to the file name so you can easily recognise them when it's time to send your test results to us (e.g. "ftptrace.txt" could be renamed to "ftptrace10AUG_Morning.txt").

MAC OSX

1. Click Go in the top menu bar and select Utilities. In the top right-hand corner of the Utilities window, type Network Utility in the search bar.
2. Open Network Utility, and then select Traceroute.
3. In a text editing program such as Microsoft Word or Notepad, record the results from tracerouting the following 3 network addresses:
   ftp.iinet.net.au
   speedtest.net
   speedcheck.cdn.on.net
4. Save these results as a text file on your computer so that you can email them altogether at the end of testing.

Finishing up

1. Once you have completed all of the required tests, please email support@iinet.net.au with your test results attached.
2. Once your test results have been received, we can investigate further.
3. We'll always contact you in the event that we need further information, or to lodge a fault with OptiComm.

Data moves around the internet through ports. When a port is blocked, data can't move through it. There are certain ports that aren't necessary for everyday internet use, but they are commonly used for network attacks. Blocking these ports helps to protect our users from security threats.

Ports blocked by default

The following ports are blocked by default:

• Port 25 (SMTP) incoming/outgoing - except to iiNet email servers i.e. mail.iinet.net.au
• Port 80 (http) incoming
• Port 135 (netBIOS) incoming
• Port 139 (netBIOS) incoming
• Port 443 (https) incoming
• Port 445 (TCP/UDP) incoming

ULTRA Broadband Cable port blocking

Please note that port blocking for ULTRA Broadband Cable services CANNOT be disabled due to security reasons.

• Port 25 (SMTP) incoming/outgoing - except to iiNet email servers e.g. mail.iinet.net.au
• Port 53 (TCP/UDP) incoming
• Port 135 (netBIOS) incoming
• Port 137 (TCP/UDP) incoming
• Port 139 (netBIOS) incoming
• Port 389 (TCP/UDP) incoming
• Port 445 (TCP/UDP) incoming
• Port 593 (TCP/UDP) incoming

How to disable default port blocking

Some advanced users such as business customers or people running their own servers may need to disable the default port blocking so they can continue their day to day operations.

1. Log in to Toolbox.
2. Select your broadband service.
3. Select Settings, or Manage port blocking.
4. Set the Port blocking switch to OFF and then click Change settings to finish. If this button is not present in your Toolbox, changes will be saved automatically.
5. Your changes may take up to 15 minutes to take effect.

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

1. Log in to Toolbox and select My Products from the navigation bar. 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.
2. Select Broadband. If you have more than one broadband service, you may need to select the right username from the Product drop-down menu.
3. Select View connection history 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.
4. You’ll see your connection history for the current billing period. To view connection history for previous months, select the date from the See history for... drop-down menu. 
   
5. If your connection is currently online, you’ll see a summary at the top of the page. You can click Remote disconnect to disconnect your internet connection through Toolbox (requires your broadband password). 
   

If you’re finding some irregular download history for your Mobile service in Toolbox, automatic downloads are common causes.

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

This Personal Credit Information Management Policy of applies to individuals serviced by the iiNet Group (including iiNet, Westnet, Internode, TransACT, and Adam Internet).

The personal information that we collect, disclose, hold and use in accordance with our Privacy Policy includes credit-related personal information about you (credit information). In this policy, we set out how your credit information is specifically managed by us.

The credit information we collect and hold

Credit information we collect and hold may include information that can verify your identity, your financial capacity (such as employment details), your payment history with us, the credit types, amounts and limits you’ve previously sought and/or obtained, information about overdue payments, default listings, serious credit infringements, payment arrangements, any previous credit assessments and publicly available information about your credit worthiness (such as a bankruptcy or any court judgement or orders against).

How we manage your credit information

Some of the credit information is collected by us from you, disclosed to us by our related bodies corporate, other credit providers or credit reporting bodies, or derived from information disclosed to us by credit reporting bodies.

We use your credit information to assess your credit worthiness as a customer.

We may disclose your credit information to our related bodies, service partners or providers (such as debt collection agencies) and corporate credit reporting bodies. For example, if you fail to meet your payment obligations with us or commit a serious credit infringement, we may be entitled to disclose this information to a credit reporting body, who may then include it in credit reports they provide to other credit providers. The credit reporting body that we use and to which we are likely to disclose such information, is:

illion Australia Pty Ltd (illion) and DBCC Pty Ltd, who may be contacted on:

• Phone: 13 23 33 or +61 3 9828 3200
• Website: www.illion.com.au

As set out in our Privacy Policy, we may disclose credit information to overseas recipients. For example, we may disclose such information to our call centres located in New Zealand, the Philippines and South Africa.

Access to your credit information

You may request access to and correction or deletion of your personal information, including your credit information by contacting our Privacy Officer, as set out in our Privacy Policy.

How to make a complaint

If you have any complaints about our management of your credit information, please contact our Privacy Officer, as set out in our Privacy Policy and your complaint will be managed in accordance with our Complaints Handling Policy.

Your other important rights

You may request a credit reporting body not to use credit reporting information they hold about you for the purposes of pre-screening of direct marketing by a credit provider.

If you reasonably believe that you have been, or are likely to be, a victim of fraud, you may request a credit reporting body not to use or disclose credit reporting information about you.

You may obtain without charge a copy of:

• This Credit Information Management Policy (or request it in hard copy) - Download print PDF
• Illion’s policy about its management of credit information.

Policy updates

The iiNet Group is continuously improving and enhancing our products and services to our clients and we may update this policy from time to time. Any changes to this policy will be updated on this page.

Adobe Reader is the software required to view PDF files, such as your iiNet invoices, product guides, legal documents and more. The software is free to download.

Download links

• Adobe Reader for Windows and Mac OSX computers
  (To avoid downloading additional software or add-ons, untick the boxes for Optional Offers.)
   
• Adobe Reader for Android OS smartphones and tablets
   
• Adobe Reader for iPads and iPhones