Your iiNet password is used to log in to your Toolbox or Webmail, and verify your identity. Each iiNet internet service and email address has its own password.

All iiNet passwords must:

• Be at least 9 characters long
• Have at least one uppercase and one lowercase letter
• Have at least one number (i.e. 0 to 9)
• Not be based on your account details (e.g. your username, name or birthday)
• Not contain any spaces or tabs
• Only contain letters, numbers or other standard characters.
• Not be the same as previous password (when changing your password)

Other standard characters are:

` ~ ! @ # $ % ^ & * ( ) _ + - = { [ } ] \ | ; , . / : < > ?

Your password may not contain any other symbols.

Tips for better security:

• Don’t use the passwords across multiple websites or companies, especially not passwords for banking/credit services. If this password is discovered then you are at risk of serious identity fraud and compromised accounts.
• Avoid passwords that would be easy for anyone to guess, such as your name or business name.
• Never reuse old passwords. Use a completely new password every time you change your passwords.
• If you have trouble keeping track of your passwords, why not write them down and keep them somewhere safe, like the same place you keep your passport or birth certificate?

Forgotten passwords

If you've forgotten your password, try the advice in How to Reset a Forgotten Password. If you're still stuck, please give our friendly Support team a call on 13 22 58. They can get you back on track and you can write down your username and password for future reference.

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

1. Log in to Toolbox and select My Account from the navigation bar. If you're on a mobile device and you don't see this option, click the grey square with three lines to show the navigation menu.
2. Make sure View tasks is selected from the Actions menu. If you're on a mobile device and you don't see the Actions menu, click the grey bar labelled My Account actions to show it.
3. Alternatively, when viewing any of your products in the My Products area of Toolbox, you’ll also find the View tasks option at the end of the list in the Actions menu.
4. You’ll see a list of any tasks made on your account in the past 2 weeks. Its Status will show whether the task is “Open”, “Closed” or “On Hold”. 
   
5. You can click View next to a task to see more detail. 
   
6. When viewing a task in detail, you’ll see your task reference number at the top of the page along with the option to Order tasks by “newest entries first” or “oldest entries first”.
7. Each entry on the task will be shown under the date and time it was made, and the staff department who made the notes in the entry. 
   

The dialling code is the prefix to be used when dialing TO that particular country FROM another country. In some cases (particularly the United States) you may also need to dial a city or area code. You can find detailed dialling code information at Callingcodes.com.

If your handset doesn't have a + symbol, dial Australia's exit code, 0011, instead.

At iiNet, we understand that life can take unexpected turns. If you're facing financial hardship, we're here to help.

It is free to make an application or enter any financial hardship arrangement. Our customers have the right apply for short term or long-term assistance whenever they need.  

Our priority is to keep you connected, with disconnection being a measure of last resort.

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

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

This information does not apply to Liimitless data services.

"Quota" is the amount of data you may use each month as a part of your internet plan. Whenever you use the internet (e.g. look at websites, upload or download files, watch videos) data traffic passes through your internet connection and is counted towards your monthly quota.

Data usage guide

As a general guide, 1GB of data usage will let you:

• Receive 1000 emails
• Surf the web for 20 hours
• Watch 5 four minute YouTube video clips
• Download 20 four minute music tracks
• Download 40 photos

Your usage of each service may vary. The guide above is based on the following assumptions: Email received at 100KB per email, web browsing at 30MB per hour, YouTube 4min video clip at 24MB per clip (standard 360p quality), music downloaded at 4MB per track, photo downloads at 2MB per photo.

How can I check my quota?

You can check your data usage in Toolbox.

Toolbox is the best way the check any of the following:

• If your broadband plan has anytime or peak/offpeak quota
• When the peak period is (if applicable)
• When the offpeak period is (if applicable)
• When your quota resets
• Which Data Packs are available if your service has been shaped

If you can't log in to Toolbox, please give our friendly Support team a call on 13 22 58. They can get you back on track and you can write down your Toolbox login details for future reference.

Peak/Offpeak vs. Anytime quota

If your plan has peak/offpeak quota, that means you have two separate quotas – one for a peak period and one for an offpeak period. These quotas are also shaped separately - if you use all of your Peak quota, your service will be shaped during the peak period but it will not be shaped during the offpeak period.

For this reason, you'll need to specifically buy a "Peak" Data Pack in Toolbox if you've used all of your Peak quota and want to get unshaped before your quota resets.

Plans with Anytime quota have a single quota that may be used at any time of the day or night.

Most of our current plans offer anytime quota. Plans with additional wholesale network requirements such as nbn Satellite include peak and offpeak quotas.

What happens if I exceed my quota?

If you exceed your quota on one of our current fixed-line broadband plans, you will not incur any excess data fees. Instead, the speed of your service will be "shaped" to a slower speed for both downloads and uploads.

This speed varies depending on your specific broadband plan. Common shaping speeds are 128kbps, 256kbps and 512kbps, although different shaping speeds may apply to other plans, particularly those on the latest nbn technologies.

Your internet speeds will return to normal when your quota resets. If you want to remove the shaping before your quota resets, you'll need to either buy a Data Pack or upgrade your plan through your Toolbox.

What happens to my quota if I change plans in the middle of a billing cycle?

Your quota does not reset if you change plans. Your current quota usage will be deducted from the total quota of your new plan.

You will receive the full quota for your new plan when you begin a new billing cycle.

The iiNet Group Freezone gives customers on eligible plans quoa-free access to a selection of online content.

From late 2015 onwards, we started releasing plans with larger quotas and ultimately, Liimitless data! The introduction of Liimitless data makes Freezone unnecessary, so it's been phased out of our modern plan range. Check your address on our website to see if a broadband technology with Liimitless plan options is available in your area.

The following services have unmetered access to the Freezone:

You must use iiNet DNS settings to ensure Freezone content is unmetered.

• OptiComm, Places Victoria or South Brisbane Fibre to the Home (FTTH)
• Grandfathered nbn Fixed Wireless plans sold prior to 25 October 2016 (please note that these services do not have access to quota-fee Netflix or quota-free Fetch)
• Grandfathered Off-net ADSL1/ADSL2+ plans sold prior to 5 July 2016
• Grandfathered VDSL2 plans sold prior to 5 November 2015
• Grandfathered VDSL1 plans
• Grandfathered nbn Fibre (FTTP/FTTB/FTTN) plans sold prior to 19 November 2015
• Grandfathered Cable (HFC) plans sold prior to 17 December 2015

The above list includes iiNet, Westnet, and TransACT customers who have been migrated to iiNet's systems.

Not eligible: Home Wireless Broadband, ULTRA FTTB, Satellite, nbn Satellite, nbn HFC, nbn FTTC, SHDSL, Mobile Voice, Mobile Broadband, WiMax and SkyData services. Any service connected to iiNet’s National WiFi. Select plans sold after the dates specified in the above list.

Freezone Partners

Netflix Australia

Netflix is the world’s leading Internet subscription service for enjoying TV shows and movies. Members can instantly stream their favourite TV shows and movies right to their computer, TV, tablet or smartphone, and our fixed line broadband customers are all set to do it quota-free!

Use of the Netflix app through a Google Chromecast should also be unmetered.

Please note: Only video streaming is unmetered. If your service is shaped, you will still experience shaped speeds when browsing the rest of the Netflix website.

Fetch

Traffic through your iiNet Fetch TV set top box is quota-free. If you’re using the Fetch TV app over an eligible broadband service’s WiFi network, that’s quota-free too (excludes mobile data).

nbn Fixed Wireless services do not have access to quota-fee Fetch TV content.

iTunes Australia

Only iTunes download traffic delivered by the iiNet servers is quota-free. Since we can’t guarantee that iTunes content will be delivered by iiNet servers or not, unfortunately, we can’t determine which content will be counted as Freezone traffic.

Uploads to iTunes Australia are not quota-free. Additionally, our agreement with Apple doesn’t specifically cover the Mac App Store, so downloading operating system updates and other apps may be counted towards your monthly quota.

Gameservers.com

All Australian-hosted Gameservers.com servers are quota-free for iiNet Group customers (excluding TransACT).

Xbox

In partnership with Xbox, our customers can enjoy unmetered Xbox Live content. This means you can download demos, grab that new DLC map pack and make sure your console software is up to date, all quota-free.

Other Xbox services like YouTube, Facebook, Twitter, Zune video, Last. fm and Foxtel content are not quota-free.

For technically-minded folk, the Xbox servers that count as Freezone content are:

• download.xbox.com
• download.xboxlive.com
• dlassets.xboxlive.com
• xb.dlservice.microsoft.com

Download Sites & File Mirrors

iiNet FTP server (FTP link)

iiNet provides a local mirror for a range of popular programs, utilities, game patches, Linux Distributions and much more.

Internode file mirror

The Internode Mirror is similar to the iiNet FTP server with a wide download selection including Linux Distributions, Majorgeeks, Mozilla and other open-source software.

Other Freezone content

iiNet Group websites, including our account management tools such as Toolbox, MyAccount and My Internode, are also counted as Freezone traffic.

Please note that iiNet Group websites may contain or link to content that is not part of the Freezone e.g. webmail attachments, YouTube videos, or content from external sources on the iiNet Customer Portal, which are not quota-free.

Internode Freezone

Please note that Internode Freezone Radio and Video on Demand are no longer available.

Please note that only the following iiNet modems support PSTN Failover: TG-1 Broadband Gateway, Budii, Budii Lite, BoB2 & BoB Lite.

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

• What is PSTN Failover?
• What you’ll need
• Select your modem:
• PSTN Failover on TG-1 Broadband Gateway
• PSTN Failover on Budii Lite or Budii
• PSTN Failover on BoB2 or BoB Lite

What is PSTN Failover?

"PSTN Failover" is a way of plugging in your modem and handset so it can make and receive both Home Phone (landline) and VoIP (Voice over Internet Protocol) calls.

• By default, outgoing calls will be made using your Netphone (VoIP) service.
• In the event that your broadband or VoIP service is down, outgoing calls will be made using your Home Phone service - if this is the case, before you dial a number you'll hear an alert through the handset speaker that Home Phone rates will apply to the call.
• You can force a call to be made using your Home Phone service instead of the VoIP service by dialling ** before the phone number.

To set up, all you need to do is to make sure the PHONE side of your line filter/splitter is connected to the special PSTN failover port on your modem. Please see the specific instructions we've prepared for our modems below.

What you’ll need

Before you get started, make sure you've followed your modem's setup guide to set up your VoIP service.

Hardware

• A modem that supports PSTN failover
• An additional phone handset to plug into your modem. Some modems may include a handset you can use (i.e. Budii, BoB2)
• A standard RJ11 phone cable
• An ADSL/ADSL2+ filter/splitter

Services

• An ADSL/ADSL2+ broadband service
• A Home Phone service
• A VoIP service

Select your modem:

	TG-1 Broadband Gateway
	Budii Lite or Budii
	BoB2 or BoB Lite

PSTN Failover on TG-1 Broadband Gateway

1. If you haven’t already done so, make sure your modem is plugged into the ADSL port of a line filter, and the line filter is plugged into your telephony wall socket.
2. For PSTN failover to work, there must be a standard RJ11 phone cable connected to the PHONE port on your line filter, and the black PSTN port on the back of your modem. 
   

    

   
3. Plug a standard phone handset into the green Phone port on the back of the modem to finish.
   

PSTN Failover on Budii Lite or Budii

1. If you haven’t already done so, make sure your Budii/Budii Lite is plugged into the ADSL port of a line filter, and the line filter is plugged into your telephony wall socket.
2. For PSTN failover to work, there must be a standard RJ11 phone cable connected to the PHONE port on your line filter, and the green PSTN port on the back of Budii/Budii Lite. 
   

    

   
3. Budii: you can use your Budii handset to make and receive calls. Alternatively, you can plug a standard phone handset into the black Netphone port on the back of Budii.

   Budii Lite: you’ll need to plug a standard phone handset into the black Netphone port on the back of Budii Lite.

   

PSTN Failover on BoB2 or BoB Lite

1. If you haven’t already done so, make sure your BoB2/BoB Lite is plugged into the ADSL port of a line filter, and the line filter is plugged into your telephony wall socket.
2. For PSTN fail over to work, there must be a standard RJ11 phone cable connected to the PHONE port on your line filter, and the black PSTN failover port on the side of BoB2/BoB Lite. 
   

    

   

3. BoB2: you can use your BoB2 handset to make and receive calls. Alternatively, you can plug a standard phone handset into the green Phone port on the side of BoB2.

   BoB Lite: you’ll need to plug a standard phone handset into the green Phone port on the side of BoB Lite.

   

 

1. Confirm that you cannot browse to multiple websites, not just one. If you cannot browse to a single website but others work fine, see Unable to access a single website.
2. Ensure your device is connected to your modem via Ethernet cable or WiFi.
3. Confirm your modem is online, e.g. if your modem has an "Internet" light, it should be lit.
4. Attempt to browse to your modem's default gateway by following this guide.
5. If you can't browse to your modem's default gateway, see No Communication Between Modem and Device.
6. Follow the steps in this guide to clear your browser cache.
7. Attempt to view a website.
8. Run an Antivirus or malware scan using your Antivirus software. Please contact your Antivirus software’s Customer Support if you're not sure how to do this.
9. Temporarily disable any firewall, antivirus or anti-malware software and attempt to browse again. Please contact your security software’s Customer Support if you're not sure how to do this, or you need help changing the software settings to allow browsing.
10. Follow this guide to ping the address "google.com".
11. If the ping to google.com was successful, try resetting your browser.
12. If the ping to google.com was not successful, try pinging "203.0.178.191" instead.
13. If the ping to 203.0.178.191 was successful, then it’s likely that your computer or device has an incorrect DNS server in its connection settings. Try manually setting your DNS server to the iiNet DNS settings.
14. If the ping to 203.0.178.191 was not successful, then it’s likely that there’s an issue with the TCP/IP settings in your computer. Try resetting your TCP/IP settings.
15. Call us on 13 22 58 for further assistance.

This article will teach you how to reset your network adapter’s software to default. This process may also be known as a "winsock reset", or "comms reinstall".

This 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: