• Protecting yourself and your personal information
• Tips to help keep your information secure
• What is Phishing?
• How to tell whether a call you’ve received is legitimate
• Frequently asked questions
• What is iiNet doing to ensure the safety of my personal information and data?
• What information of mine do you have in your system?
• Who can see my personal information and data?
• I am no longer an iiNet customer, can you delete my personal information and data?
• What can I do to protect myself against fraud?
• I transfered my Optus mobile number to iiNet and now want to change my number. Will this affect my credit file?
• Can I make my service non-transferable and ban SIM swaps?
• Can you make sure that no additional services or connections are created in my name?
• How do I know if it’s safe to send my photo ID through to iiNet?

Protecting yourself and your personal information

iiNet is continuing to take important measures to protect your information, but there are also tactics you can use to protect yourself and reduce your risk of becoming a victim by understanding how to spot a suspicious email, call or SMS.

Tips to help keep your information secure

• Do not provide your password, or one-time passcodes to someone who called you.
• Don’t hesitate to question the legitimacy of a caller. If you ever receive a call claiming to be iiNet and you are unsure of the legitimacy, hang up and call us on 13 22 58.
• Double check the sender of an email before responding or clicking on any links.
• Please ensure all of the details in an order confirmation SMS are correct before responding. Decline even if there is a slight discrepancy.
• When chatting to us on social media, always look out for the blue tick.
• While on our website, you may receive a pop up asking you to chat with us, please ensure you are always using the official iiNet website.

What is Phishing?

Phishing is a method used by criminals to obtain your sensitive information such as your mobile number, date of birth, passwords, and security codes.

Different methods include:

• SMS and emails posing as having come from legitimate companies asking you to click on links & fill out your security, personal or payment details.
• Scammers may call you posing as your telecommunications provider offering a free phone or a sizeable discount on a device. They will phish for your personal details such as your PIN, your password, or your one-time passcodes. This enables the scammers to impersonate you or gain access to your online accounts to phish for additional private information or to process orders on your behalf. If successful, the scammer may call you again posing as iiNet requesting your credit card details to provide a refund or compensation for the fraud.
• Online browser pop up scams that entice customers with the possibility of winning a prize.
• Calls pretending to be from various reputable organisations like a government agency, bank, or energy company, that either threaten action against you or offer heavily discounted or free products to scare or entice customers into voluntarily disclosing their security, personal or payment details.

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.

Frequently asked questions

What is iiNet doing to ensure the safety of my personal information and data?

We take cybersecurity extremely seriously at iiNet and continue to make significant investments to help protect our customers and their personal information. Our Cyber Defence and Response Centre provides around-the-clock event monitoring, threat protection and intelligence, to help protect customer’s data and our services against online security threats.

iiNet has processes and procedures in place to manage the security of its customer data and help protect it from unauthorised use, access, modification or disclosure. These include a range of physical and electronic security measures. We also use multi-factor authentication for complex and more involved customer service transactions which you can read about in our support article.

What information of mine do you have in your system?

There are requirements under the Privacy Act, and other legislation, about what information we are required to keep. You can see more information regarding our Privacy Statement on our Privacy Statement page. If you wish to request a copy of your information listed with us, you can complete the Personal Information Request form via the above link.

Who can see my personal information and data?

Our customer’s privacy is extremely important to us.  Customer personal information can only be seen and used by staff who need it to do their jobs and provide services to you.

I am no longer an iiNet customer, can you delete my personal information and data?

If we no longer need personal information for the purpose for which it was collected, and if Australian law does not require us to retain that personal information, we are required to destroy or de-identify the information in line with the Privacy Act.

We have strict measures in place to ensure that your personal information can only be seen and used by staff who need it to do their jobs. You can see more information regarding our Privacy Statement on our Privacy Statement page.

What can I do to protect myself against fraud?

Watch out for suspicious calls, SMS and emails asking for your personal information. It is always best to contact the legitimate company if you’re unsure. If you suspect you’ve been a victim of fraud, you should immediately contact your financial service provider. We also have tips on how to keep your personal details safe in our Security Information article.

You can also find valuable information on how to protect yourself from fraud at the websites for the Office of the Australian Privacy Commissioner and Scamwatch.

I transfered my Optus mobile number to iiNet and now want to change my number. Will this affect my credit file?

We can assist you with changing your mobile number. Simply changing your mobile number will not affect your credit file. However, we will need to place an enquiry on your credit file if you have requested a new service and a credit check is applicable. To change your number, please contact us on 13 22 58.

Can I make my service non-transferable and ban SIM swaps?

All service providers have obligations before accepting a transfer request. If someone requests your number to be transferred to us, a 2-way SMS is sent to the number that is being transferred. The transfer will only proceed if the SMS is responded to with the correct code. If you receive a message to transfer your service to another provider that you did not request, please do not respond to the message, and contact your provider as soon as possible. If you receive a message from another provider and you’re with us, contact the provider to request the transfer request is cancelled and let us know.

Keep in mind we are held to industry regulations which don’t allow us to stop numbers being transferred away from us. We are required to give customers freedom of choice for their mobile provider and are not permitted to stop a request to transfer a number out from our network.

SIM swaps can only be processed either through a secure link sent directly to your mobile number. If you receive a link to log in to Toolbox that you didn’t request, please let us know. It’s important be on the look-out for calls or messages requesting information, if this happens, please do not provide your personal information or any links.

Can you make sure that no additional services or connections are created in my name?

We have multi-factor-authentication (MFA) in place for the more involved or complex service requests, to protect your account and information. Before you can add an additional service to your account, we will send you a one-time code before allowing the transaction to proceed. You can read more about MFA in our article.

How do I know if it’s safe to send my photo ID through to iiNet?

Sometimes if we’re unable to verify you and you can’t visit a store, or you’re activating a new service, we may need you to provide documentation so that we can verify you to assist with account queries. We have strict requirements about the use and protection of your details. We have strict measures in place to ensure that your personal information can only be seen and used by those who need it to do their jobs.

• Important information about emergency calls to Triple Zero (000)
• We have switched off our 3G network
• Frequently asked questions
• What do I need to do?
• Why did the 3G network close?
• What devices are affected by the 3G closure?
• Will 4G/5G network coverage differ from 3G coverage?
• Does this only affect phones? 
• What is VoLTE and how do I switch it on?
• What should I do with my old 3G device?

We have switched off our 3G network

iiNet switched off its 3G network on 15 December 2023 to focus on our 4G network that now covers more than 24 million Australians and our state-of-the-art 5G network that is stronger than ever.

Starting end of October 2024, 3G network users may not be able to make an emergency call to Triple Zero (000). You may opt for an upgrade to a 4G and 5G compatible device or check if your current device will be affected by this change.

Some devices may not be able to make emergency calls to Triple Zero (000) once all 3G networks in Australia close (expected to be October 2024). Depending on the device, you may need to upgrade your device to a compatible 4G or 5G approved device or update your device software.

For more information about this industry-wide change, The Australian Mobile Telecommunications Association (AMTA) has launched www.3Gclosure.com.au to provide Australians with the key facts and information they need to prepare for the upcoming 3G network closures.

Frequently asked questions

What do I need to do?

The vast majority of our customers do not have to do anything at all and will continue accessing our 4G and 5G networks as they do today.

A very small number of our customers have 3G-only handsets, tablets and connected devices and they will need to upgrade those devices before December 2023.

Some 4G handsets may also need settings changes to be able to continue to make and receive voice calls using our 4G network.

Why did the 3G network close?

Mobile carriers around the world are closing down their 3G networks as more advanced 4G and 5G network services become widespread. Our 4G and 5G networks are more efficient at delivering greater speed and capacity, which means better service and experience for customers.

Similar shutdowns have happened before. All Australian mobile networks switched off their 2G networks a few years ago when they upgraded to 4G. 

iiNet's licence to access the 3G spectrum (the invisible electromagnetic frequencies that transmit mobile data) is set to expire in mid-2024.  Although most customers rarely need to access 3G, we want to make sure customers have the appropriate notice and offer support to those who need assistance.

What devices are affected by the 3G closure?

All phones, tablets and mobile broadband devices must be 4G/5G compatible and have VoLTE turned on in the settings to continue using our service after the 3G shutdown.

Some older 4G phones that don’t have a feature called “VoLTE” won’t be able to make and receive voice calls after the 3G shutdown.

Will 4G/5G network coverage differ from 3G coverage?

Our 4G coverage is similar in size and reach to our 3G coverage and our 5G coverage is growing every day. Check our 4G and 5G coverage maps.

Does this only affect phones? 

No. Other devices like tablets, mobile broadband modems, smart watches, some home security systems, and other connected devices might also be using 3G services.

Please contact your device manufacturer if you are unsure of your device’s specific capabilities.

What is VoLTE and how do I switch it on?

Voice over LTE (VoLTE) is a feature that allows you to make voice calls using our 4G network. 

You might need to turn the VoLTE setting ON. Please check your device manufacturer’s support website if you are unsure of your device’s specific capabilities.

Android devices

If you have a Samsung device, Voice over LTE should automatically be enabled. If you’ve previously disabled VoLTE and want to re-enable it, or would like to check if it’s enabled on your Android device, please go to your Settings > Mobile Networks.

Apple devices

If you have an Apple device iPhone 6 or later, Voice over LTE should be automatically enabled. To check this or manually enable it, please go to the settings in your iPhone – Settings > Mobile > Mobile Data options > Voice and Data.

What should I do with my old 3G device?

The best way to recycle your old device is with Mobile Muster, the Australian mobile industry's official recycling scheme. Alternatively, please consider eWaste recycling facilities which may be offered by your local council.

• How it works
• When do we require MFA
• When calling us to change personal or account information 
• When logging in to Toolbox
• Important

How it works

Multi-factor authentication uses two or more security measures to help confirm your proof of identity. At iiNet, we use a combination of account or personal information, followed by a one-time passcode sent via SMS to the mobile number of the account holder or an authorised representative.

At iiNet, multi-factor authentication is used when a customer contacts us to access or change personal or account information. This is to help ensure someone isn’t trying to access your information or make changes to your account without your permission.

While there’s never any guarantee of complete protection from scams, using MFA is the best way to help keep your account information secure.

When do we require MFA

When calling us to change personal or account information 

• In addition to our standard ID check, we will ask to confirm a one-time passcode sent via SMS to the mobile number of the account holder or an authorised representative.

When logging in to Toolbox

• After logging into Toolbox, customers will be required to enter a one-time passcode sent via SMS to the mobile number of the account holder or an authorised representative. 

Important

At iiNet, we only ever use One-Time Passcodes when you have contacted us. If you receive a phone call, SMS or email from anyone claiming to be from iiNet and they are asking you to authenticate your account or provide a One-Time Passcode, never give it to them.

If you suspect you’ve been a victim of fraud, contact your financial institution immediately.

If you ever have any concerns about the security of your iiNet account, please do not hesitate to contact us.

• Accessing age-appropriate material
• Parental Control features in modems (and why they're no longer recommended)
• Unwanted contact from strangers
• Maintaining privacy
• Cyberbullying
• In-app charges
• Computer viruses

Accessing age-appropriate material

Making sure your child only has access to age-appropriate material online can be a difficult task. It’s a good idea to chat with your children and encourage them to come to you if they see imagery or content that worries or upsets them.

If you have children of different ages, it’s best to remind older children that certain websites and apps may not be suitable for their younger siblings.

You might consider using online parental controls, monitoring apps and family friendly filters. There are apps that track the websites that your child visits and they can also block dedicated sites that you consider inappropriate. The Communications Alliance has great advice for family friendly filters.  

If any apps or filters require the MAC Address of your child's device, these guides will help you find it:

• Find MAC Address on Windows
• Find MAC Address on macOS
• Find MAC Address on Android OS
• Find MAC Address on iPhone or iPad: Turn off Private Wi-Fi (if applicable), then open Settings and go to General > Settings > About. The "Wi-Fi address" is the MAC address.

Parental Control features in modems (and why they're no longer recommended)

In the past, parents may have used Parental Control features in their modem settings to block access to certain websites and/or keywords. This approach is no longer recommended as it's ineffective due to these reasons:

• Parental Controls will not work if the child's device is not accessing the internet directly through your modem via Ethernet or Wi-Fi. This includes mobile data, mesh Wi-Fi networks and public Wi-Fi.
• Parental Controls may not work as expected if the child's device which use a VPN encrypted connection or other security software, or if the child's device already has content from the blacklisted websites in its browsing cache.
• Parental Controls are not effective on websites using HTTPS, a type of encryption that is now used by most websites.

Unwanted contact from strangers

Social media apps can provide the ability for your children to network and to keep in touch with their peers. But they also attract unwanted contact from strangers.

If your child is contacted by a stranger, encourage them to come to you immediately. They shouldn’t respond to the stranger no matter how tempting it might appear.

Maintaining privacy

Sharing of private information online can be necessary but it’s important that your children are aware of when to share and when not to share private information.

It’s a good idea to chat with your children to explain the importance of keeping personal information off the internet. Set boundaries and rules, especially for younger children as their online reputation can follow them through life.

Cyberbullying

No longer is bullying confined to the playground. With the advent of the internet, a child could be bullied from whenever they have access to the internet. Cyberbullies may act anonymously and can inflict significant emotional trauma on a child in their bedroom – a place that should be the safest of all.

It’s important to talk to your children about cyberbullying and to make them aware of how to identify cyberbullying when it occurs. Tell your child that they should never respond to a cyberbully. Encourage your child to come to you immediately if they feel that they’ve been targeted.

In-app charges

Many apps, particularly free online games, generate revenue through what’s known as in-app purchases. Sometimes you may not even know that a particular action in a game involves money.

It’s best to ensure that your debit/credit card details aren’t saved on the device so that you aren’t charged if your child inadvertently makes an in-app purchase.

Computer viruses

Computer viruses and malware can be spread through what it seems like an innocent email or attachment.

Teach your children to be wary of emails that are unfamiliar or that they’re not expecting. Some emails use popular logos and brand names – be cautious of opening and downloading anything that doesn’t seem completely legitimate.

Always use virus protection software on all devices connected to your home network.

• What to do if you receive a suspicious call, text or email that appears to be from iiNet
• Social Media
• Email & SMS
• Phone calls
• Live chat

What to do if you receive a suspicious call, text or email that appears to be from iiNet

If you have received a call, text message or an email that claims to be from iiNet but you suspect is not, or the caller is claiming to be from iiNet but is asking you to provide security information or personally identifiable information, please report it to us.

Simply email abuse@iinet.net.au and include (where applicable):

• a screenshot of the text message and the sender’s phone number;
• the phone number that contacted you claiming to be from iiNet and the date and time of the call;
• a copy (or forward) of the alleged email.

Social Media

You can communicate with iiNet through Social Media channels such as Twitter, Instagram and Facebook. To ensure you are protecting yourself, please stay vigilant when online and keep these tips in mind:

• Never provide personal information in a public environment (including any Social Media platforms, or public review forums such as Apple Store, Google Play Store, Product Review or Trust Pilot).
• iiNet Social Media Teams will respond to customers who make contact with us via our social channels but will never proactively reach out to you. If you are contacted on Social Media by anyone claiming to be iiNet, do not provide any information and contact our official Social Media messaging channels on Facebook or Twitter.
• Don’t provide any personal information (including your passcode) in a message thread. We will only ever ask for this using our secure verification forms.

If you have suspicions about any communication via Social Media, please report it to us by emailing abuse@iinet.net.au.

Email & SMS

From time to time, you will receive SMS messages and emails from iiNet.

Often these emails or SMS include links to support pages, payment tools or Toolbox.

• Never open links in an SMS or email that isn’t from an official iiNet number.
• All links that assist customers in making payments will first require you to log into your official Toolbox account.
• If you receive an email or SMS with a one-time passcode that you did not request, ensure you do not provide the code to anyone.
• We will only send a one-time passcode to validate your identity if you are contacting us. iiNet will never contact customers and ask them to verify themselves by providing a one-time passcode.

Phone calls

You may receive a phone call from iiNet, this may be for a promotion or in response to a call back request.

• iiNet will never call you from a private number.
• iiNet will never contact you and ask you to provide personal information unless you opt to complete a specific transaction with us that requires us to gather this information.
• If you receive a call from someone from iiNet and you are suspicious of the legitimacy, end the call and call us back on 13 22 58.

Live chat

While on our website, you may receive a pop up asking you to chat with us. Please be aware that:

• When chatting, ensure you are using the official iiNet website iinet.net.au
• If you get a pop-up from someone claiming to be iiNet inviting you to chat while you are not on the iiNet website, please close the window and contact us on 13 22 58.