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.

1. Open Outlook and click File in the top left-hand corner of the screen. Select Info from the left-hand list and then click Add Account. 
   
2. In the pop-up window, make sure E-mail account is selected and then fill out the form with the following details. If your email address doesn't end in "@iinet.net.au", please see iiNet Group Email Settings.
    

   Your name: Your name as you'd like it to appear on any emails you send
   E-mail address: Your iiNet email address
   Password: Your iiNet email address password
   Retype Password: Your iiNet email address password again

   
3. Click Next. Microsoft Outlook will attempt to automatically retrieve your email settings, log on to the email server and send a test email using your account.
    

   Please note that if your email address or password is entered incorrectly, Outlook will fail to log in to the email server. If this is the case, you should click Back and correct your details.

   
4. If your setup was successful, you'll see a summary of your email account. Click Finish to go to your inbox. A test email from Microsoft Outlook should arrive in your inbox. If it does, your email account is up and running! 
   
5. If you can't send or receive email with your newly created account, you may need to manually adjust your email settings. Click File in the top left-hand corner of the screen.
6. Click Account settings and then select Account settings from the drop-down menu. 
   
7. In the pop-up window, click on your email address to highlight it, and then click the Change button. 
   
8. Make sure the following settings are entered in this form:

   Your name: Your name as you'd like it to appear on any emails you send
   E-mail address: Your iiNet email address

   Account Type: IMAP
   Incoming mail server: mail.iinet.net.au
   Outgoing mail server: mail.iinet.net.au

   User Name: Your iiNet email address
   Password: Your iiNet email address password again
   Remember Password: Ticked
   Require logon using SPA: Unticked

9. Make sure Automatically test account settings when Next is clicked is ticked and then click Next. 
   
10. Microsoft Outlook will attempt to log on to the email server and send a test email. If this is successful, you're all done! Click Close and then Finish to finish.
11. If the test was unsuccessful, return to the Change Account window and click More Settings in the lower right-hand corner.
12. Tests typically fail because Outgoing authentication must be enabled. Select the Outgoing Server tab and tick My outgoing server (SMTP) requires authentication. Make sure that you've selected "Use same settings as my incoming mail server". 
    
13. Click the Advanced tab and then enter the following settings:

    Incoming server (IMAP): 143
    Type of encrypted connection: STARTTLS/TLS
    
    Outgoing server (SMTP): 587
    Type of encrypted connection: STARTTLS/TLS

14. Click OK to confirm your changes and then click Next to run the test again. 
15. This time, the test should run successfully. Click Close and then Finish. Close the Account Settings window to finish. 

A traceroute uses your internet connection to send out some packets of data to a specific web or IP address. As the data travels to the address, each server it passes along the way is recorded along with the latency (delay) it experienced getting there.

Traceroutes are useful for advanced users to identify connectivity or speed issues for specific servers. For example, a user may experience slow web browsing only to websites hosted in the USA because a server that directs Australian web traffic to USA servers has high latency.

If you have trouble following these steps, you may with to try running a traceroute using 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:

If you've recently changed your email password in Toolbox, you might find that the email address stops working in your third-party email software. This is because the settings for that email address need to be updated with the new password.

If you've forgotten your password, please see Retrieving a forgotten password instead.

Updating via error messages

Most email clients will tell you exactly what's wrong when you start them up, and prompt you to enter your new password.

• For example, if you're using an email program on your desktop computer, you might see a popup screen asking you to re-enter your email username and password.
• Or if you're on an iPhone, it may alert you with an error like "Cannot Get Mail". Simply tap Settings, and you'll be taken to the settings screen for that account, where you can enter your new password.

If your email client fails to prompt you, or you close the message by mistake, you can follow the directions below to update your password through your client settings.

Select your email software:

• Windows 10 Mail
• Windows 7 Mail
• Microsoft Outlook
• Mac Mail
• Thunderbird
• iOS Mail
• Android Mail

Windows 10 Mail

1. While viewing Windows 10 Mail, click the Settings icon (cog) in the bottom left-hand corner of the window.
   
2. The Settings menu will slide in on the right-hand side of the window. Select Accounts.
   
3. You'll see a list of all accounts set up in Mail. Click the account you'd like to update the password for.
   
4. Enter your new password in the Password box and then click Save to finish

Windows 7 Mail

1. Click the File menu in the top left-hand corner of the screen, select Options, and then Email accounts...
   
2. Highlight the account you want to update, and then click the Properties button on the left.
   
3. Select the Servers tab, and update the password in the Password field. Click OK to finish.
    

Microsoft Outlook

Outlook has had a couple of facelifts over the years, but the process for updating your password hasn't really changed.

1. Click on the File Menu in the top left-hand corner of the screen.
   
2. Select Account Settings from the Account Information screen.
   
3. Select the email address you need to update from the list in your accounts, then click Change.
   
4. Update the password in the password field, and click Next to finish.
    

Mail for Mac OSX or macOS

1. Select Accounts from under the Mail menu.
   
2. In the Accounts window, simply highlight the account you need to update, and change the password in the password field.

   When you close the window, Mail will ask you to confirm the change.

   

Thunderbird

1. In the top right-hand corner of the screen, click the three-lines icon, then select Options.
   
   
2. In the popup window, select the Security tab and then click Saved Passwords.
   
3. This window will show you all of the accounts Thunderbird has passwords saved for. If you want to see the current saved password, you can click Show Passwords.
   
4. After a quick prompt, Thunderbird will show you the passwords saved for these accounts. As there's no option to change the saved passwords, you'll need to select Remove all.
   
5. Once you've confirmed the removal of your passwords, you'll need to exit Thunderbird by clicking the red X.
6. When you restart Thunderbird, you'll be prompted to enter the new password. Enter your new password and then click OK to finish.
   

iOS Mail

1. Select the Settings icon from your home screen.
2. Scroll down and select Mail, Contacts, Calendars.
3. Select the account you want to update.
4. Tap the Account ... > again to get into the account settings.
5. Tap the Password field, clear it and then enter your new password.
6. Tap Done to finish.

Android Mail

The layout of Android OS settings can vary between each device and software version. If this advice doesn't work for you, check the handset manufacturer's website for support information.

1. Tap on the Menu button on your device. It's usually the one to the left of the Home key.
2. Tap on Settings.
3. On the Settings screen, scroll down and find Email.
4. On the Email screen, tap Settings.
5. Select the account you want to update.
6. Scroll down the screen and tap on the option for Incoming Settings.
7. Tap inside the Password field and update your password to finish.

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