A ping test uses your internet connection to send out some packets of data to a specific address. These packets are then sent back to your computer. The test records the amount the time it took for the packets to reach the address, and whether or not any packets were lost in the process.

If you have trouble following these steps, you may wish to try running a ping test using the PingPlotter app.

Common addresses to ping

Address to ping	What is it?	Why ping it?
iinet.net.au	iiNet’s web address	To check that DNS is working on your computer
203.0.178.191	One of iiNet’s DNS servers	To check that TCP/IP settings are working on your computer
127.0.0.1	A loopback test to your own computer	To check that there’s no issue with your computer’s network adapter or connection settings

Select your operating system:

• Windows 10
• Windows 7
• Mac OSX

 

Ping test in Windows 10

1. Click the Search icon (magnifying glass) in the bottom left-hand corner and type "cmd" into the search bar. 
   
2. Select the Command Prompt app - it will be at the top of the list of search results as the best match. 
   
3. A black box with a flashing cursor will open; this is the Command Prompt. Type “ping” and then hit the Space bar on your keyboard.  
   
4. Type in the address you’d like to ping and then hit the Enter key on your keyboard. Wait for the ping results.
5. To copy-paste results, right-click in the black window and select Mark. A highlighter cursor will show up on the text.
6. Use the up/down arrow keys on your keyboard, move the cursor to the beginning of the text you wish to select.
7. Hold down the Shift key and use the down/right arrow keys on your keyboard to highlight the entire block of text you wish to copy, then simply press the Enter key. Please note that the usual CTRL+C shortcut will not successfully copy the text; you must use the Enter key while the text is highlighted.
8. The text is now copied. Open Word, Notepad or any other text editor or email program and use CTRL+V to paste the copied text.  
   

 

Ping test in Windows 7

1. Open the Start menu by clicking the orb in the bottom left-hand corner of the screen.
2. Type “cmd” in the search bar at the bottom of the menu.
3. Click cmd found in the search results for Programs. 
   
4. A black box with a flashing cursor will open; this is the Command Prompt. Type “ping” and then hit the Space bar on your keyboard.  
   
5. Type in the address you’d like to ping and then hit the Enter key on your keyboard. Wait for the ping results.
6. To copy-paste results, right-click in the black window and select Mark. A highlighter cursor will show up on the text.
7. Use the up/down arrow keys on your keyboard, move the cursor to the beginning of the text you wish to select.
8. Hold down the Shift key and use the down/right arrow keys on your keyboard to highlight the entire block of text you wish to copy, then simply press the Enter key. Please note that the usual CTRL+C shortcut will not successfully copy the text; you must use the Enter key while the text is highlighted.
9. The text is now copied. Open Word, Notepad or any other text editor or email program and use CTRL+V to paste the copied text.  
   

 

Ping test in Mac OS X

1. On the home screen, open the Spotlight search tool and type “network utility” in the search bar. Double click the Network Utility app to open it.
   You can also find this app at /System/Library/CoreServices/Applications.
   
2. Select the Ping tab and then type the address you’d like to ping in the text box. Click Ping and wait for the ping results.
   
3. To copy-paste results, simply click and drag the cursor to select the text you'd like to copy.
4. Either right-click on the highlighted text and select Copy, or use the COMMAND+C shortcut on your keyboard to copy your text.
5. The text is now copied. Open TextEdit or any other text editor or email program and use COMMAND+V to paste the copied text.

 

Understanding ping test results

Ping test results look similar in both Windows and Mac OS.

Successful ping tests

1. First you’ll see the replies for each packet sent in the ping test. A Windows ping test will typically send 4 packets; a Mac OS ping test may send more.  
   
2. You’ll then see the statistics returns from the ping test. These results can be useful in advanced troubleshooting for latency issues, but the fact that the ping test returned results means that your computer is able to connect to that address.  
   

 

Failed ping tests

If a ping test fails, you see error warnings similar to one of the following instead of the ping test results shown above:

• Request timed out
• Destination host unreachable
• Transmit failed, error code #

If a ping test fails, you may need to troubleshoot your internet connection.

With certain browsing issues, you may be able to ping a DNS server, but not a web address. If this is the case, you should try manually setting your DNS server.

A browser cache is a collection of data from frequently visited websites. By saving this data, your browser can load it faster for you the next time that website is visited. Sometimes there can be an error in the way that your browser saves new data to the cache, which can cause problems when websites are loading.

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If there is already an active phone and/or internet service at your property address, then to get the line transferred from the previous owner, we will need you to send us an email with:

1. Your application number (this can be found in emails regarding your order); and
2. One Proof of Occupancy Document that meets the following criteria:

   - The document must include your name or the name of a contact on your account; - The document must include the same address as your internet order; - The document may be: A fixed utility bill (e.g. water, electricity, gas); An insurance document (e.g. Business or Home & Contents); A Certificate of Title of the land; A Council Rates notice; or A signed lease/rental agreement (this must include the lease start date).

Please email us at: proof@iinet.net.au

Once the Proof of Occupancy documents are accepted, your order will be lodged within 2 working days. We'll notify you when we have an update on your connection date.

Note: These documents are required to verify your entitlement to occupy the property. Without the requested documentation, we may be unable to connect your service or connection could be delayed.

Network congestion

Network congestion may occur between your modem and the exchange, or the exchange and the other networks that make up the internet.

When the network your service is using has congestion, your internet speeds are slowed down by many connections trying to use the network at the same time.

Modern networks are built to handle a high number of connections, but a drop in speed can still occur during peak hours of internet usage when almost every service on the network is being used. This typically happens in the evening - think of network congestion like the slow traffic on the freeway after 5PM when most people leave work.

Network congestion should only be temporary as it depends on the current usage of the entire network. If you find your internet is slow all the time, you may have speed issues.

International connections

Sometimes the congestion or "slow point" may not be within the Australian network. If you have speed issues only when viewing websites or playing online games which have servers based in another country, the problem may be occurring at one of the points on the way to/from the international destination. Servers can also undergo maintenance or suffer outages, which you can check on websites like Is It Down Right Now?

Running some ping tests to Australian web domains (e.g. australia.gov.au) and comparing the results with ping tests to foreign-based websites can help you identify if this is the case. You should always expect some difference in the results (international web traffic has further to go, after all) but if the differences are severe, running a traceroute may better indicate where the problem is occurring.

 

Local congestion

Local congestion may occur between your devices (e.g. computers, smartphones or tablets) and your modem.

When you have local congestion, your internet speeds are slowed down by many devices trying to use your internet at the same time. The slower speed is happening because your modem is having trouble getting all of the data from each device to go through your internet connection. This is known as data flow.

Think of your data flow like a pie – the more devices that are connected to your modem at the same time, the smaller each slice has to be to make sure each device gets some.

Realistically, if one device is doing something that demands a lot of data flow, like a large download or online gaming, it may take up more data flow than other devices. This also depends on the ability of the device. To keep it simple, just remember that a computer, laptop or gaming console has a higher capability for data flow than a smart phone or tablet.

How can I prevent local congestion?

On a typical broadband connection, we recommend that only 5 or less devices should be connected to your modem at one time. If you have more than this, you should be fine if some of those devices aren’t actively using the internet, or if they don’t need much data flow (e.g. normal browsing, or checking emails).

• To take a device offline, simply turn it off.
• Most laptops have a switch on them to turn their wireless connection on or off.
• Smartphones and tablets usually have an option in their settings menu to turn wireless on or off.

If you’re concerned that some devices may be connected to your wireless when they shouldn’t be (i.e. a neighbour’s computer) you should change your wireless password.

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

 

1. Log in to Toolbox and select Bills & Payments. 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 Invoices from the Actions menu. If you're on a mobile device and you don't see the Actions menu, click the grey bar labelled Billing & Payments actions to show it.
3. The first thing you’ll see is the current amount owing on your account and the date for your next payment, followed by any Outstanding Invoices.
4. You’ll also have a list of all of your Past invoices. These can be viewed in your web browser as either a Text Version, or a PDF file by clicking View Invoice (PDF).
5. When viewing a Text Version invoice in your browser, you can save a copy by highlighting the text with your mouse, right-clicking and selecting Copy. You can then Paste the copied text into a Word document or similar program to save it (however, PDF invoices are recommended). 
   
6. When viewing a PDF invoice in your web browser, you can save a copy by hovering your mouse near the bottom of the browser window to bring up a panel of buttons and then select the Save icon. 
   

 

Most smartphones will be able to automatically figure out your APN based on the carrier of your SIM, and you won't need (or be able) to adjust this setting. If you can't get online, please check for a guide here.

APN settings

Name	VF WEB
APN	live.vodafone.com
APN type	default
MCC	505
MNC	3

Note: Some devices require you to select a carrier from a list, and you may not see iiNet amongst the providers listed. Simply choose our wholesaler: Vodafone.

 

MMS settings

Name	Vodafone AU-MMS
APN	hos
APN type	mms
MMSC	http://pxt.vodafone.net.au/pxtsend
MMS Proxy	10.202.2.60
MMS Port	8080
MCC	505
MNC	3

Most devices never need to have these settings entered manually, but if you can't get online, please check your device's user manual, setup guide or the manufacturer's website for support information on accessing the mobile broadband settings.

This article will give you a rundown of the different types of contacts that may be on an iiNet account.

Account Contacts are Authorised Representatives who can request information or changes to your account. As the account holder, you can nominate whoever you like - friends, family, or staff members.

If you need to contact us, please see Contact Us on our website for all of your options.

 

Billing Contact

A Billing contact is the most common contact type on an account. They receive billing information and have the most authority over the account – each Billing contact is an “account holder”.

Note: In our current billing system, additional Billing contacts may be labelled as Secondary contacts. They have the same authority as a Billing contact.

Billing contacts can:

• Add new contacts to an account
• Edit existing account contacts
• Add, change, or relocate any non-telephony services on the account
• Cancel services* and/or close an account
• Lodge service faults**
• Access invoices and other billing/payment information
• Change payment details
• Request to link accounts that have the same account holder (full name and date of birth must match

Billing contacts cannot:

• *Add, change, cancel or relocate any telephony services on the account e.g. Netphone (VoIP), unless they are also listed as a Phone contact
• **Lodge telephony faults unless they are also listed as a Phone contact

 

Phone Contact

The Phone contact (also referred to as the Legal Lessee) is the contact that has authority over all telephone services on the account.

Someone may be listed as both a Billing contact and a Phone contact when they sign up for a telephony service.

A phone contact can:

• Add a new telephony services e.g.Netphone (VoIP) to the account
• Make changes to telephony services*
• Cancel or relocate telephony services
• Lodge telephony faults (note that a Billing Contact must accept the risk of an Incorrect Callout Fee)

A phone contact cannot:

• Add, change, cancel or relocate any non-telephony services on the account e.g. nbn,unless they are also listed as a Billing contact.
• Lodge non-telephony faults unless they are also listed as a Billing contact
• Authorise a change to a telephony service which will increase its monthly cost or incur a one-off charge, unless they are also listed as a Billing Contact.

In the event where the Phone Contact and Billing Contact are two different people, authorisation from both persons may be required. If the other contact is not physically with you when you call, we can conference call them on their respective contact number(s) as listed on the account.

 

Technical Contact

Technical contacts exist for the purpose of making technical changes to the account without having access to billing information.

Technical contacts can:

• Carry out troubleshooting on the service with the assistance of our Support Team
• Lodge a service fault ONLY IF a Billing contact has accepted responsibility for a possible Incorrect Callout Fee

Technical contacts cannot:

• Access billing/account related information including service passwords
• Approve billing of a possible Incorrect Callout Fee
• Make changes to the account details
• Add, change, cancel or relocate any services

 

User Contact

User contacts (also known as an Advocate) have the lowest authority on the account. This type of contact may be useful if you have a housemate who may need to troubleshoot the service in your absence, but you don't want to let them make any changes on your account.

User contacts can:

• Carry out troubleshooting on the service with the assistance of our Support Team

User contacts cannot:

• Lodge any faults
• Access billing/account related information including service passwords
• Approve billing of a possible Incorrect Callout Fee
• Make changes to the account details
• Add, change, cancel or relocate any services

 

Frequently Asked Questions

How do I add, edit or delete an existing contact on my account?

See Updating your contact details in Toolbox.

If adding a new contact is not available in your Toolbox, or you need to edit a Phone contact (Change of Lessee) please call us on 13 22 58 for assistance.

 

How do I gain authority on an account when all the contacts are unreachable?

If you need to take control of an account via Power of Attorney or a similar scenario where the account holder is unable to manage their account, please call us on 13 22 58. We can advise what's necessary to gain access to the account information (such as a Statutory Declaration).

Lost or stolen handsets

If your mobile device has been lost or stolen, please call us on 13 22 58 for assistance.

 

Ordering a replacement SIM

If you have a new handset that needs a new SIM, you have the following options:

• Physical SIM - Call us on 13 22 58 to order a new physical SIM for $10 (price includes delivery).
   
• eSIM - If you have an eSIM compatible device then you can log in to Toolbox and select eSIM Swap to order a new eSIM. No fees apply. Learn more.

 

Which physical SIM sizes are available?

When a physical SIM is ordered, we supply a triple-cut SIM with all three SIM sizes:

• Standard SIM (15 x 25mm)
• Micro SIM (12 x 15mm)
• Nano SIM (8.8 x 12.3mm)

Simply pop out the size you need.

Which physical SIM size do I need for my device?

Please check the user manual or the manufacturer's website to learn which SIM size you need. Most major manufacturers who supply Australia are listed below.

• Apple
• Samsung
• LG
• Windows
• HTC
• Nokia
• Sony
• OPPO

 

A username is the label used to identify your account and/or services with iiNet. Each service that we sell has its own username – this is typically chosen when you sign up for that service, e.g. example123@iinet.net.au.

If you only have Mobile with us, you'll still be given a username to log in to Toolbox.

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