iiNet |

In most cases, your computer will obtain DNS settings automatically and you won't need to set it manually. Sometimes DNS may need to be set manually if you're experiencing browsing issues.

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

Set DNS server in Windows
Set DNS server in Mac OSX and macOS

Set DNS server in Windows

Log in to Windows with an Administrator account. If your account doesn’t have Administrator privileges, you may not be able to adjust your DNS server settings.
Click the Search icon (magnifying glass) in the bottom left-hand corner of the screen and search for "Control Panel". It will appear at the top of the search results as the best match
In the Control Panel, select Network and Sharing Centre.
Note: If not all options show, select Network and Internet, and then Network and Sharing Centre.
Select Change adapter settings in the left-hand column.
Right-click on your active internet connection (this may be "Ethernet", "Wireless Network Connection" or "Local Area Connection" depending on how your computer is set up) and select Properties.
In the Networking tab, click once on Internet Protocol (TCP/IP) to highlight it, and then click Properties.
Select Use the following DNS server addresses and then enter the following:
Preferred DNS server: 203.0.178.191
Alternate DNS server: 203.215.29.191
Click OK to finish.

Set DNS server in Mac OSX and macOS

On the desktop, click the Apple icon in the top right-hand corner and select System Preferences from the drop-down menu.
Select Network.
Select your Connected (Ethernet or Wi-Fi) connection from the left-hand column and then click Advanced.
Select the DNS tab and then click the plus (+) button in the lower left-hand corner of the window.
Type the following and then click OK to finish:
DNS server: 203.0.178.191

Resetting your computer’s Internet Protocol (TCP/IP) settings to default can solve some browsing issues, particularly if your default gateway address is shown as beginning with “169.254”.

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

TCP/IP Reset in Windows 10
TCP/IP Reset in Windows 7
TCP/IP Reset in Mac OSX or macOS

TCP/IP Reset in Windows 10

Click the Search icon (magnifying glass) in the bottom left-hand corner of the screen and type "cmd" into the search bar.
You'll see the Command Prompt app as the best match at the top of the list. Right-click on it and select Run as administrator. Depending on your computer settings, you may be asked to provide an administrator password before you can continue.
A black box with a flashing cursor will open; this is the Command Prompt. Type “netsh int ip reset” and then hit the Enter key on your keyboard.
Wait for the Command Prompt to run through the TCP/IP reset. Once it’s complete, you’ll need to restart your computer to finish.

TCP/IP Reset in Windows 7

Open the Start menu by clicking the orb in the bottom left-hand corner of the screen.
Type “cmd” in the search bar at the bottom of the menu.
Right-click on cmd in the search results for Programs, and select Run as administrator. Depending on your computer settings, you may be asked to provide an administrator password before you can continue.
A black box with a flashing cursor will open; this is the Command Prompt. Type “netsh int ip reset” and then hit the Enter key on your keyboard.
Wait for the Command Prompt to run through the TCP/IP reset. Once it’s complete, you’ll need to restart your computer to finish.

TCP/IP Reset in Mac OSX or macOS

Click the Apple icon in the top right-hand corner and then select System Preferences from the drop-down menu.
Select Network.
Select your Connected internet connection (Ethernet or Wi-Fi) and then click Advanced.
Select the TCP/IP tab and then click Renew DHCP Lease.
Click OK to finish.

Logging in to your modem's default gateway will allow you to view and edit the modem settings. You may need to do this while configuring your modem or customising your WiFi network name or password.

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

Windows
Mac OSX

Windows

The following advice should work for all versions of Windows.

If you don't know the default gateway address for your modem or it isn't working, you can double check the default gateway in your Windows settings by following these steps.

Open the Command Prompt program. You’ll find this by typing “cmd” into the search bar in the Start menu. Command Prompt can also be found in Start menu > All Programs > Accessories folder.
A black box with a flashing cursor will open; this is the Command Prompt. Type “ipconfig” and then hit the Enter key on your keyboard.
Wait for the test to run. Depending on how your computer is connected to the modem, you should see a heading with information listed beneath it. Ignore those that say “Media Disconnected” - these are saved settings for adapters that aren't currently being used.
Underneath the heading, you’ll see the list item Default Gateway. The address next to this (numbers and full stops only) is your modem’s default gateway address.
IMPORTANT: If the default gateway shown begins with “169.254”, then your modem is failing to get a response from the DHCP server. You should reset your TCP/IP settings and if the issue persists, reset your network adapter.
On a computer or device that's connected to your modem via Ethernet or WiFi, open your web browser.
Type the default gateway address into the address bar and then hit the Enter key on your keyboard.

e.g. Microsoft Edge

e.g. Firefox

e.g. Google Chrome
Log in with the default username and/or password as required. If you have changed the password from the default, use your custom password instead.

For modems purchased from iiNet, the default username and password are both typically “admin”. If this doesn't work, consult the relevant setup guide here.

For modems purchased elsewhere, you must consult the user manual or check the manufacturer's website for support information to find out the correct default username and password.
If you’re unable to browse to the modem’s gateway address, you may need to troubleshoot a communication error between your computer and your modem.

Mac OSX

If you don't know the default gateway address for your modem or it isn't working, you can double check the default gateway in your Mac settings by following these steps.

On your desktop, click the Apple icon in the top left-hand corner and select System Preferences from the drop-down menu.
Select Network.
Select your Connected internet connection from the left-hand column. This may be the Ethernet section if you're connected via Ethernet cable, or the Wi-Fi section if you're connected via WiFi.
Wi-Fi: Click Advanced in the bottom right-hand corner of the window, and then select the TCP/IP tab. You'll find the default gateway address listed next to Router.

Ethernet: You’ll find your modem’s default gateway address next to Router as shown below.
IMPORTANT: If the default gateway shown begins with “169.254”, then your modem is failing to get a response from the DHCP server. You should reset your TCP/IP settings and if the issue persists, restart Wi-Fi/Airport.
On a computer or device that's connected to your modem via Ethernet or WiFi, open your web browser.
Type the default gateway address into the address bar and then hit the Enter key on your keyboard.

e.g. Firefox

e.g. Google Chrome

e.g. Safari
Log in with the default username and/or password as required. If you have changed the password from the default, use your custom password instead.
For modems purchased from iiNet, the default username and password are both typically “admin”. If this doesn't work, consult the relevant setup guide here.

For modems purchased elsewhere, you must consult the user manual or check the manufacturer's website for support information to find out the correct default username and password.
If you’re unable to browse to the modem’s gateway address, you may need to troubleshoot a communication error between your computer and your modem.

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

Click the Search icon (magnifying glass) in the bottom left-hand corner and type "cmd" into the search bar.
Select the Command Prompt app - it will be at the top of the list of search results as the best match.
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.
Type in the address you’d like to ping and then hit the Enter key on your keyboard. Wait for the ping results.
To copy-paste results, right-click in the black window and select Mark. A highlighter cursor will show up on the text.
Use the up/down arrow keys on your keyboard, move the cursor to the beginning of the text you wish to select.
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.
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

Open the Start menu by clicking the orb in the bottom left-hand corner of the screen.
Type “cmd” in the search bar at the bottom of the menu.
Click cmd found in the search results for Programs.
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.
Type in the address you’d like to ping and then hit the Enter key on your keyboard. Wait for the ping results.
To copy-paste results, right-click in the black window and select Mark. A highlighter cursor will show up on the text.
Use the up/down arrow keys on your keyboard, move the cursor to the beginning of the text you wish to select.
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.
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

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.
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.
To copy-paste results, simply click and drag the cursor to select the text you'd like to copy.
Either right-click on the highlighted text and select Copy, or use the COMMAND+C shortcut on your keyboard to copy your text.
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

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.
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.

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

Mozilla Firefox
Google Chrome
Microsoft Edge
Safari

Mozilla Firefox

Open Firefox and click on the Menu button (three horizontal lines) in the top right-hand corner of the window.
Click History in the drop-down menu, and then select Clear Recent History.
For Time range to clear, select Everything from the drop-down menu.
In the History list, make sure Cache is ticked before clicking OK to finish.

Google Chrome

Open Google Chrome and press CTRL + SHIFT + DELETE on your keyboard. This should bring up the Clear browsing data window.
Alternatively, click the Menu button (three horizontal lines) in the top right-hand corner of the window and select History, then History again. You can then click the Clear browsing data button from the left pane.
From Time range, select "All time" from the drop-down menu.
Make sure that both Browsing history and Cached images and files are ticked before clicking Clear data to finish.

Microsoft Edge

Open Edge and click the three dots icon in the top right-hand corner. Select Settings from the list.
From the left "Settings" pane, select Privacy, search, and services.
Under "Clear browsing data", click the Choose what to clear button under "Clear browsing data". You may need to scroll down the list a bit to see it.
Tick Browsing history, Cookies and saved website data and Cached data and files, then click Clear now to finish.

Safari

Open Safari and click the History tab in the top menu bar.
Select Clear History from the drop-down menu.
From the "Clear" dropdown, select all history.
Click Clear History to finish.

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

Reset Microsoft Edge
Reset Mozilla Firefox
Reset Google Chrome
Reset Safari

Reset Microsoft Edge

Open Edge and click the three dots icon in the top right-hand corner. Select Settings from the list.
On the left side of the window, click on Reset Settings.
In the main window, click on Restore settings to their default values.
A confirmation box, detailing the components that will be restored to their default will appear. Click on the Reset button to complete.

Reset Mozilla Firefox

Open Firefox and click the Menu button (three horizontal lines) in the top left-hand corner.
Click Help at the bottom of the drop-down menu and then select More troubleshooting Information.
Firefox’s Troubleshooting Information page will load in your browser. Click the Refresh Firefox button in the upper right-hand corner.
Click the Refresh Firefox button in the pop-up window to finish.

Reset Google Chrome

Open Google Chrome. Type chrome://settings in the address bar and then hit the Enter key on your keyboard. Alternatively, click the Menu button (three horizontal lines) in the top right-hand corner and select Settings from the drop-down menu.
In the left pane of the Settings page, click Reset settings.
Under "Reset settings", click Restore settings to their original defaults.
Click Reset settings to finish.

Reset Safari

Open Safari and click the Safari tab in the top menu bar, and then select Preferences from the drop-down menu.
Select the Privacy tab and click to Manage Website Data....
Click Remove All.
Click Remove Now to finish.

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:

Your application number (this can be found in emails regarding your order); and

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.

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

iiNet outgoing mail server settings for mobile devices
iPhone, iPad and other iOS devices
Android devices

iiNet outgoing mail server settings for mobile devices

Already know your way around your device settings? Great! Here's what you need to configure:

Outgoing mail server: mail.iinet.net.au
Outgoing port & security type: 465 & SSL (for Apple devices), 587 & STARTTLS/TLS (for all other devices)
Outgoing authentication: Enabled/password

Username: Your iiNet email address
Password: Your iiNet email address password

Read on for how-to guides for iOS and Android devices.

iPhone, iPad and other iOS devices

Select Settings > Mail > Accounts.
Select your iiNet email address.
Tap Account.
Under "Outgoing Mail Server", tap SMTP.
Select Primary Server.
Set the Authentication to Password, and tap Done to finish.

If you still have difficulty sending emails, please see iiNet Group Email Settings for more information.

Android devices

The appearance of Android OS varies depending on the software version. If these instructions don't work for you, please check your handset manufacturer's website for support information.

Open your Email app and tap the MORE option in the top right-hand corner.
Select Settings.
Select your iiNet email address.
Under "Advanced settings", tap Server settings.
Under "Outgoing server", make sure that Authentication required before sending emails is ticked, then tap Done to finish.

If you still have difficulty sending emails, please see iiNet Group Email Settings for more information.

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

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.
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.
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.
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).
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).
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.