NBN® Fibre Phone is only available to select NBN FTTP customers as of 23 August 2017.
Is Fibre Phone a Home Phone (PSTN) equivalent service?
Fibre Phone is not a Home Phone (PSTN) equivalent service. It can be likened to an "enhanced Netphone" service.
Does the Customer Service Guarantee apply to Fibre Phone?
No. In order to subscribe to Fibre Phone you must agree to waive your rights under the Customer Service Guarantee.
What are the call rates on Fibre Phone?
Please refer to the Critical Information Summary for your Fibre Phone plan.
Is Fibre Phone appropriate for business customers?
Yes, but only for small businesses or home offices that require only one line for normal phone calls. Business customers who require more than one phone number would still be able to provision one Fibre Phone line, but would need to consider BizPhone in order to supply additional phone numbers to the business.
Can I use my existing phone handsets with Fibre Phone?
Yes, although there are some exceptions in very old phone handsets (rotary dial).
Can I use my existing phone sockets to connect handsets to Fibre Phone?
Yes, Fibre Phone uses the same standard phone sockets (RJ-11) to connect handsets, however you will need to organise the rewiring of their internal phone wiring to the UNI-V phone port on the NBN Connection Box. If this is not done, you will not receive dial tone on any internal sockets besides the UNI-V phone port. As an alternative to having your house re-wired by an electrician - you may be happy with a cordless phone being plugged into the NBN Connection Box.
If I change my mind after cancelling my existing fixed phone line, can iiNet provision a new one?
No, in NBN ready for service areas copper services will not be able to be reprovisioned. Telstra typically cease sales copper services in NBN Fibre areas.
I have a VoIP service with iiNet already, can I keep this number when I move to Fibre Phone?
At this point in time, we are unable to move iiNet numbers to a Fibre Phone product. We may be able to port across other carrier numbers to Fibre Phone, please give us a call and we can look into keeping your existing number with Fibre Phone on the NBN.
How many phone handsets can I plug into the same Fibre Phone line in my house?
Fibre Phone is designed to have up to three handsets plugged into the same line using internal sockets in the house. Any more would demand too much voltage and may prevent your service from getting a dial tone.
If I relocate my Fibre Phone service, can I keep my phone number?
Currently iiNet Fibre Phone numbers will only work at the address they’re initially supplied to. If you move house, unfortunately you won’t be able to keep the same Fibre Phone number.
You'll need to access your domain password and ensure your contact details are up to date before transferring your domain to iiNet from your current provider.
Godaddy
How do I Update Contact Information at GoDaddy
1. Log into your GoDaddy account.
2. Under Domains, click Manage for the domain name you wish to transfer.
3. Scroll down to Additional Settings, and then click Edit next to Domain lock.
4. Navigate to the bottom, then click on Get authorization code.
5. The authorization code will then be sent to the domain's Administrator email address on file.
How do I unlock a domain name at GoDaddy?
1. Log into your GoDaddy account.
2. Under Domains, click Manage for the domain name you wish to transfer.
3. Scroll down to Additional Settings, and then click Edit next to Domain lock.
4. Set the toggle to off. It will take a few moments for the update to show.
How do I get a Domain Password/EPP key at GoDaddy?
1. Log into your GoDaddy account.
2. In the My Products section, click Domains.
3. Click the domain for which you want to retrieve the authorization code.
4. In the Authorization Code field, click the Send by Email hyperlink.
5. Click OK.
6. Click OK again.
Crazy Domains
How do I Update Contact Information at Crazy Domains?
1. Log In at CrazyDomains
2. Ensure that Account Manager is selected.
3. Enter your username and password, then click Log In.
4. Click on the Visit My Account button.
5. Click the category on the top menu where your Product is located.
6. Click the Product that you want to change the Registrant Contact Information for.
7. Scroll down to the Administration section.
8. Hover your mouse pointer over the Registrant Contact, then click the Change Owner link.
9. Edit the Registrant Contact Information in the fields provided.
10. Click the Update button to save changes.
How do I unlock a domain name at Crazy Domains?
1. Log In at CrazyDomains
2. Select Account Manager from the drop-down menu.
3. Enter your username and password, then click Log In.
4. Click on the Visit My Account button.
5. Click Domains on the menu bar at the top of the page.
6. Click the Domain Name that you wish to manage - If you only have one domain, you will automatically be redirected to its management page.
7. On the Domain Name section, click the Domain Lock field. The option to manage this free service will appear directly below it.
8. Tick the Off button, then click Update.
How do I get a Domain Password/EPP key at Crazy Domains?
1. Log In at CrazyDomains
2. Select Account Manager from the drop-down menu.
3. Enter your username and password, then click Log In.
4. Click on the Visit My Account button.
5. Click Domains on the menu bar at the top of the page.
6. Click on the Domain Name you need the Registry Key for. If you only have one Domain, you will automatically be routed to its management page.
7. On the Domain Name section, click the Hamburger Menu (three lines) located on the right, then select Registry Key.
Enom
How do I Update Contact Information at Enom?
1. Log into the eNom Account Manager.
2. From the Registered Domains menu, select Manage Domains.
3. Click on the domain you want to update.
4. From the Manage Domain menu, click Contact Information.
5. Select Custom and enter the accurate Administrative email address.
6. Click Save.
How do I unlock a domain name at Enom?
1. Log into the eNom Account Manager.
2. From the Registered Domains menu, select Manage Domains.
3. Click on the domain name you want to unlock. The Domain Control Panel displays.
4. Click General Settings.
5. From Register-Lock, select Disable.
6. Click Save.
How do I get a Domain Password/EPP key at Enom?
1. Log into the eNom Account Manager.
2. From the Registered Domains menu, select Manage Domains.
3. Clicking on the domain you want to update.
4. From the Manage Domain menu, click General Settings.
5. Select Email Auth Code to Registrant.
Network Solutions
How do I Update Contact Information at Network Solutions?
1. Log into your account with Network Solutions.
2. Click Account Settings.
3. Click Accounts and Contacts.
4. From the People Who Can Access This Account section, click Edit Account Contacts.
5. Click the account name for which you want to confirm contact information.
6. From the Edit WHOIS Contacts section, click View/Edit WHOIS Contacts.
7. Select the check box next to the domain name you want to confirm, and click Continue.
8. If the Administrative Contact is inaccurate and needs to be updated, select the Administrative Contact option and click Continue.
9. When you have successfully completed the update, a confirmation displays.
How do I unlock a domain name at Network Solutions?
1. Log into your account with Network Solutions.
2. Click on My Domain Names under the My Products and Services tab.
3. Click the domain name you want to unlock.
4. From the Domain Details section, click Edit.
5. Select Turn Domain Protect Off, and then click Save.
How do I get a Domain Password/EPP key at Network Solutions?
1. Log into your account with Network Solutions.
2. Click on My Domain Names under the My Products and Services tab.
3. Click the domain name you wish to transfer.
4. From the Domain Details section, select Request Authorization Code, and then click Save.
5. Get the EPP Code from the email Network Solutions sent to your Administrative Contact email address.
Wild West Domains
How do I unlock a domain name at Wild West Domains?
1. Log in to your account at Wild West Domains.
2. Next to Domains, click Launch.
3. Select the domain name(s) you want to modify.
4. Click Locking.
5. To unlock the domain(s), deselect Lock domains.
6. Click OK.
7. Click OK again.
How do I get a Domain Password/EPP key at Wild West Domains?
1. Log in to your account at Wild West Domains.
2. In the My Products section, click Domains.
3. Click the domain for which you want to retrieve the authorization code.
4. In the Authorization Code field, click the Send by Email hyperlink.
5. Click OK.
6. Click OK again.
Name.com
How do I Update Contact Information at Name.com?
1. Log in to your Name.com account.
2. Click on the My Domains button, located on the top right hand corner.
3. Click the domain name you wish to update.
4. Click Manage Contacts, located under the Registrant Contacts, under the Domain Details.
5. Update the information you wish to change.
6. If you wish to make all the contact information the same across all tabs, please check the box and click the Save Changes button at the bottom of the screen.
7. A pop-up window will appear with a verification prompt and 60-day transfer lock opt-out option. You'll also need to select if you want to verify the change via email or phone.
How do I unlock a domain name at Name.com?
1. Log into your Name.com account.
2. Click on the My Domains button, located on the top right hand corner
3. Click the Padlock icon to Lock or Unlock.
How do I get a Domain Password/EPP key at Name.com?
1. Log into your Name.com account.
2. Click on the My Domains button, located on the top right hand corner
3. Clicking on the domain name you would like to get the EPP code for.
4. In the Domain Details section, you will see Transfer Auth Code.
5. Click Show Auth Code to find the auth code for your domain name.
Melbourne IT
How do I update the contact details of my domain name at Melbourne IT?
1. Log in to your Melbourne IT Console.
2. Select Manage for the domain you wish to update
3. Select Domain Name on the left of the screen
4. Scroll down to Contact Information
5. Click Modify next to the contact information you want to edit
- Registrant contact: the primary registrant and domain owner
- Admin contact: the general administrative contact
- Tech contact: the general technical contact
- Billing contact: this one isn't generally used
6. Make the required changes to the contact, then click Update
How do I unlock my domain name at Melbourne IT?
1. Log in to your Melbourne IT Console.
2. Select Manage for the domain you wish to lock/unlock
3. Select Domain Name on the left of the screen
4. Select the button on the Domain Status row to either lock or unlock your domain
How do I get a Domain Password/EPP key at Melbourne IT?
1. Log in to your Melbourne IT Console.
2. Select Manage for the domain you wish to view/update
3. Select Domain Name on the left of the screen
4. Select the Show button on the EPP Password row to view your Domain Password
NetRegistry
How do I update the contact details of my domain name at NetRegistry?
1. Log in to your Account console.
2. Select Manage for the domain you wish to update
3. Select Domain Name on the left of the screen
4. Scroll down to Contact Information
5. Click Modify next to the contact information you want to edit
- Registrant contact: the primary registrant and domain owner
- Admin contact: the general administrative contact
- Tech contact: the general technical contact
- Billing contact: this one isn't generally used
6. Make the required changes to the contact, then click Update
How do I unlock my domain name at Net Registry?
1. Log in to your Account console.
2. Select Manage for the domain you wish to lock/unlock
3. Select Domain Name on the left of the screen
4. Select the button on the Domain Status row to either lock or unlock your domain
How do I get a domain name authorisation code at Net Registry?
1. Log in to your Account console.
2. Select Manage for the domain you wish view/update
3. Select Domain Name on the left of the screen
4. Select the Show button on the EPP Password row to view your Domain Password
Domain Director’s trading as Instra & TPP Wholesale Pty Ltd
Domain Director’s trading as Intra and TPP Wholesale and is a wholesale provider. You'll need to get in contact with the reseller that are using these as their provider. If you are unsure of your provider, please visit Find my provider.
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. Home Phone, 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. Home Phone (PSTN) 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. ADSL 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).
Ordering a replacement SIM
If you have locked or lost your SIM, or you have a new device which required a different SIM size, please call us on 13 22 58 to order a new SIM for your existing mobile service. A SIM replacement fee of $10 will apply.
Which SIM sizes are available?
We supply a triple-cute 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 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.
This article will guide you through the process of migrating mailboxes via the iiNet Mailbox Migration Portal for MigrationWiz.
Please note: You'll need to have already created your mailboxes via the Hosting Control Panel before proceeding with this guide.
- Log in to the Hosting Control Panel, select your MigrationWiz subscription
- Click Mail Migration.
- The Mailbox Migration Portal will load. Click Next to begin migrating.
- Under Source Server, select the system type or platform which you are migrating from the System type drop-down menu, enter any additional server details required and then click Next.
NOTE: If you are an existing iiNet Business Pro customer please select “iiNet Zimbra”. If you are unsure of your existing mail platform please speak with your I.T. administrator or contact iiNet Hosting on 1300 378 638.
- The portal will display information on which items it is able to migrate. This depends on your existing system type (e.g. IMAP and POP can only migrate emails). Click Next to continue or Previous to change your system type.
- Specify the source and destination information for each mailbox you wish to migrate. In most cases, the source and destination email address will be the same. You can enter up to 50 different mailbox details here. Click Next.
IMPORTANT: Please ensure you have created your Hosted Exchange mailboxes via the Hosting Control Panel before attempting a migration.
- Click Next to test that the mailboxes can be migrated. You may be prompted to answer a simple mathematical equation as a security measure. Please answer correctly and then click Initiate trial migration.
- These tests may take some time. You can leave the migrations running in the background or even log out and check back later. The status will change to “Ready for migration!” when the tests have been completed successfully. Click Next.
- Configure forwarding and make any necessary DNS changes before clicking Next.
- Click Next again to commence the full migration of your mailboxes.
- Migration may take anywhere from a few minutes to a full day to complete, depending on the size of the mailbox. You can close the Migration Portal and check back later; your migrations will keep running in the background. You will be emailed in the unlikely event that the migration fails or further action is required.
- The status will update to say “Migrated!” when the migrations have been completed.
Migrating new emails that arrived during your migration
Depending on the size and contents of your mailboxes, migrations can sometimes take a long time to complete; during this time some mail may still delivered to your old mailbox. MigrationWiz allows you to migrate any remaining new items from your old mailbox.
- In the Mailbox Migration Portal, click on My Migrations in the top right.
- Cick the plus symbol (+) beside the migration you wish to re-run.
Outlook allows you to export your mailbox as a .pst Data File which can then be re-imported to your new mailbox profile.
For more help with Outlook and data files, please visit Microsoft Support.
Select one of the links below to jump to a query:
Exporting mailbox content to a .pst file
- Open Outlook and connect to your existing mailbox profile.
- Select the File tab in the upper left and then click Open & Export.
- Select Import/Export.
- Select Export to a file and then click Next.
- Select Outlook Data File (.pst) and then click Next.
- Select the top folder in the tree (typically either your name or email address) and ensure the Include all subfolders check box is ticked. Click Next.
- If you wish to choose a different location to save your data file click Browse. Take note of the file path as you will need to retrieve it later. Click Finish.
- You will be prompted to create a password for your data file. This is optional but recommended. Enter and repeat your password and then click OK.
IMPORTANT: This password cannot be retrieved. If you forget it you will not be able to open your exported data file again.
-
Your computer may pause as the .pst file is created. For larger mailboxes you may see a window displaying the status of each item as it is exported.
- No notice will appear to indicate that the export has been completed, simply verify that the “backup.pst” file appears in your save folder. Once it does, you may close Outlook.
Importing mailbox content from a .pst file
- Open Outlook and connect to your new mailbox profile.
- Go to File and then click Open & Export.
- Select Import/Export.
- Select Import from another program or file and then click Next.
- Select Outlook Data File (.pst) and then click Next.
- Click Browse and locate the .pst file you exported earlier, then click Next.
NOTE: If you specified a password when exporting the data file, you'll be required to enter it now.
- Select the top folder in the tree and ensure Include subfolders is ticked, then click Finish.
- Outlook will import the contents of the data file into your new mailbox.
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.
Select one of the links below to jump to a query:
- Where can I find my username?
- Where do I use my username?
- How do I change my username?
- How do I get access to a lost account?
Where can I find my username?
- Your username or account number will be included in any emails and/or SMS sent to you about the service.
- You'll also find your username(s) listed in the Service Details section of your invoice:
Example
Where do I use my username?
Your username is used to:
- Log into Toolbox. If you've never logged into Toolbox before, please see An Introduction to Toolbox.
- Identify your account via email or over the phone with a Customer Service representative
- Set up your internet connection. Though most services set up automatically, some internet services may need you to enter your username and password into the modem settings.
How do I change my username?
Changing an existing username is an action that can only be performed by one of our friendly Support Team, so please call us on 13 22 58 for a hand.
How do I get access to a lost account?
If you are no longer able to access your account due to a forgotten username or password, or 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 should be able to search for your account in our billing system and we can then advise what's necessary to gain access to the account information (such as a Statutory Declaration).
This function is not supported in mobile or tablet web browsers.
Select one of the links below to jump to a query:
- Exporting contacts from Webmail
- Exporting contacts from third-party email programs
- Importing contacts to Webmail
Exporting contacts from Webmail
To save your contacts to a vCard file follow these steps:
- Select the Contacts tab in the top toolbar in Webmail and then tick all contacts you’d like to export.
- Click the Export button.
- Select Save File and then click OK.
- Select the name and location to save your .vcf (vCard) file and click Save to finish.
Exporting contacts from third-party email programs
Here's a list of guides for several popular email programs:
If you have any trouble or your email program isn't listed here, please visit the software developer's website or search online for support information.
Importing contacts to Webmail
- Log in to iiNet Webmail.
- Select the Contacts tab in the top toolbar and then click the Import button.
- Select the .vcf (vCard) file to import and then click Open to finish.
Synchronising your webmail contacts and appointments to Microsoft Outlook
You can connect to Atmail's Contacts and CalDAV-based calendar server from Microsoft Outlook by using the provided DavSync utility. All you need is the webmail server's network address and your authentication credentials.
Select one of the links below to jump to a query:
Installing Outlook DavSync
- Download the Davync for Outlook Add-in the installer to your personal desktop computer. Before installing, exit Outlook, then run the installation for Atmail Sync. Screenshoots are taken from Outlook 2010 - Outlook 2007 may differ slightly.
- Complete the Installer by following the on screen prompts
- On the first run of Outlook with the DavSync Add-in installed, you will be need to set the configuration options before DavSync will function
- Enter the details of your webmail account (user/domain/server url) and click OK.
This will test your entered settings for any problems and alert you to anything that requires your attention.
- You can access this pane at anytime to change settings by going to Atmail -> Options.
- On your first successful configuration test the plugin will prompt you to do a first time synchronization. Depending on how much data you have this process may take sometime. Subsequent syncs will be quicker as only changes are sent between the client and server.
Using DavSync
Simply select the types of object you would like to sync in the DavSync Options pane.
The Sync button will download all server items, updating Outlook to your Atmail Server
- Your Atmail contacts will be placed in an Atmail folder found inside your main contacts. You calendar items will be placed in an Atmail child calendar, with each calendar available in Atmail presented as a separate calendar.
- The Atmail sync utility is designed to ONLY synchronize items contained within the 'Atmail' contact folder and 'Atmail' calendar subfolders. The utility will not conflict or change any other folders or items in Outlook.
- The example given below contains two calendars; 'Private' and 'Work'. These folders can be accessed via Folder, Contacts or Calendar view. In Calendar view, ensure that the calendars you wish to view are selected and enabled by setting its checkbox. Any new calendars created through the webmail interface will only be available once a sync has been completed in Outlook.
- To upload a change to the Atmail server, simple edit the event or contact item and click Save & Close after you have finished editing.
Auto Synchronization
You can also optionally enable Auto Synchronization which will watch and transfer objects from the Atmail server every 10 minutes.
To make the Atmail contacts available in your email composer please follow these steps:
- Right click on the Atmail contacts folder and select Properties
- Ensure that the Atmail Contact folder is available for outlook address book requests. Go to the Outlook Address Book tab and ensure that Show this folder as an e-mail Address Book is enabled.
- Click the Address Book button.
- From the Address Book window, select Tools > Options
- Ensure that a custom search order has been specified as below with Atmail at the top (first)
Your Webmail contacts will now be accessible by the default Address Book dialog.
Data synchronisation available
The Outlook WebSync utility can sync the following data
- Contacts
- Calendar events
- Tasks
The data synchronised is made available via the Webmail interface, allowing you to keep Outlook and Webmail in sync. Any new data created in either Outlook or the Webmail interface are synchronised together.

























