This product is longer available - if you're looking for a virtual data solution for your business, please call us on 1300 378 638 to enquire about iiNet Business Cloud Service.

  1. Log in to the Hosting Control Panel and select your VPS subscription from the drop-down menu at the top right.

  2. Under the Service Information heading, click on Subscription Resources.

    Hosting Control Panel - Subscription Resources

  3. Click on Upgrade Resource Limits.

    Hosting Control Panel - Upgrade Resource Limits

  4. Enter the New Limit for the resource you wish to upgrade or downgrade and click Next. In this example we are adding an additional 10GB of disk space.

    Hosting Control Panel - Update Limits

  5. Review your order and click Place Order.

    Hosting Control Panel - Place Order

Can I sign up to iiNet Mobile without having any other iiNet services?

Yes, you can! Our mobile plans are available to everyone.

  • An iiNet Mobile SIM
  • A mobile device that will work on an Australian mobile network and isn’t locked to a non-Vodafone provider (if you’re not sure if your device is locked, please check with the provider you purchased it from).

To use mobile data, your device must support the following frequencies:

  • 900MHz (for 3G)
  • 850MHz, 1800MHz and 2100MHz (for 4G)
  • 700MHz and 3600MHz (for 5G)

Check your location on our coverage map. It’s updated directly from our network wholesaler, Vodafone.

If 5G coverage is unavailable at your location, your device will default to the 4G or 3G network.

Yes, you can port your mobile number to iiNet. To make sure things go smoothly, be sure to supply the correct details about your existing mobile service:

  • For post-paid mobile services, you must supply the correct account number for your current mobile service. This can typically be found on an invoice from your current mobile provider.
  • For prepaid mobile services, you must supply the correct date of birth of the account holder for your current mobile service.

Do not cancel your current mobile service as it must stay active to receive a porting authorisation SMS.

How is iiNet Mobile billed?

iiNet Mobile is a month-to-month subscription with an optional prepaid balance for calls/texts or data that isn't part of your plan's included value. While you aren't locked into a contract, your plan fee is billed each month for your convenience. Learn more.

The prepaid balance helps protect you from bill shock. You can only purchase additional data blocks etc. if you choose to top up your prepaid balance, so you're in complete control of your spending. That means no nasty surprises for excess usage on your bill.

What is and isn’t covered by your monthly call, messaging and data inclusions can be found in our Call Rates. For legacy plans, refer to the relevant Critical Information Summary available here.

You can monitor your usage by logging in to Toolbox using your iiNet username and password. You'll also receive usage notifications when you use 50%, 85% or 100% of your monthly data limit, or other monthly inclusions.

Data usage is recorded in increments of 1 kilobyte. Both uploads and downloads are counted towards your monthly data quota.

Once the included data allowance in your plan is used up, mobile data will be temporarily unavailable until the start of your next billing period.

You can choose to top up your prepaid balance in Toolbox to purchase an additional 2GB data block for $10.

Please note that any unused portion of a data block does not roll over to the next billing period.

You can change your iiNet Mobile plan at any time in your Toolbox for no additional fee.

Your plan change will occur at the start of your next billing period. This date is confirmed on-screen when you submit your request.

In the event that you submit a plan change request when your next billing period begins in 7 days or less, your plan will not change until the start of the following biling period. For example, if your next billing period begins on 1 January and you submit a plan change request on 29 December, your new plan will not commence until 1 February.

How do I manage my mobile service?

You can check your usage, change your plan, top up your prepaid balance, adjust your mobile settings, request your PUK code and more in Toolbox. Here's a quick overview of what you can do in our self-service customer portal:

International Roaming is not yet available for our current mobile plans.

Is it possible to use premium services on iiNet Mobile?

No. Premium call/SMS services (e.g. 19/1900 numbers) are disabled on iiNet Mobile.

Tethering allows smartphones to act as a WiFi hotspot for a computer or WiFi device to access the internet using your mobile data. By default, all iiNet Mobile plans have this feature enabled, however, it may not work on some mobile devices.

iiNet does not recommend the use of tethering. If you choose to tether, be aware that the data used when tethering DOES count as part of your monthly mobile data allowance.

 

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.

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

How do I log in to the Hosting Control Panel?

  1. Browse to https://cp.iinethosting.net.au/
  2. Enter your control panel username and password. These details should have been emailed to you when your iiNet Hosting account was first created. Your username should begin with “ii_” (e.g. ii_johnsmith).
  3. Click Login.

If you haven’t accessed your web space via FTP before, or you’ve forgotten your password, you’ll need to reset it in the Control Panel.

  1. Log in to the Hosting Control Panel.
    a. If you have multiple plans, you’ll need to select your web hosting subscription (e.g. Linux Web Hosting) from the drop-down menu in the upper right-hand corner.
  2. Select the Websites tab from the top menu.
  3. Click the relevant domain name.
  4. For Linux subscriptions: choose FTP Access.
    For Windows subscriptions: See our WebHosting Plesk FAQ.
  5. Click the Edit button at the bottom of the screen and then tick Change Password to set an FTP password.
  1. Log in to the Hosting Control Panel.
  2. Select All Domains from the Subscription drop-down menu at the top-right of the screen.
  3. Click the Hosted Domains tab and then select the domain you wish to modify.
  4. Click the DNS tab and then DNS Records.

Please note: While our servers process DNS changes within 10 minutes please allow at least 24 hours for changes to update on the internet.

All of our web hosting plans allow you to add MySQL databases. The number of databases you can have depends on the plan you are on.

  1. Log in to the Hosting Control Panel.
    a. If you have multiple plans, you‘ll need to select your web hosting or database subscription (e.g. Linux Web Hosting) from the drop-down menu in the upper right-hand corner.
  2. Select the More Services tab from the top menu and then click Databases.
  3. Click Add New Database.
  4. Enter the Database name, username and password then click Next.
  5. Click Finish.

Once you have created the database, simply click on the database name and then the Browse database manager link to begin using the database.

The Hosting Control panel allows you to back up your website so it can easily be restored at a later date – this is useful if you are about to make major changes to your website content.

  1. Log in to the Hosting Control Panel.
    a. If you have multiple plans, you’ll need to select your web hosting subscription (e.g. Linux Web Hosting) from the drop-down menu in the upper right-hand corner.
  2. Select the More Services tab from the top menu then click Backups.
  3. Click Add New Backup.
  4. Enter a name for the backup, select the web space or database you wish to back up and then click Finish.
  1. Log in to the Hosting Control Panel.
    a. If you have multiple plans, you’ll need to select your web hosting subscription (e.g. Linux Web Hosting) from the drop-down menu in the upper right-hand corner.
  2. Select the Websites tab from the top menu.
  3. Click on the domain you wish to install WordPress for.
  4. Click on Site Applications.
  5. Click on the WordPress application and then click Install.
  6. Select the domain you wish to install WordPress for and proceed with the installation.

Please Note: We are unable to assist with changes to your website content, but if you experience difficulties installing WordPress through the control panel, please contact iiNet Hosting on 1300 378 638.

  1. Log in to the Hosting Control Panel.
    a. If you have multiple plans, you’ll need to select your web hosting subscription (e.g. Linux Web Hosting) from the drop-down menu in the upper right-hand corner.
  2. Select the Websites tab from the top menu.
  3. Click on the domain you wish to install Joomla for.
  4. Click on Site Applications.
  5. Click on the Joomla application then click Install.
  6. Select the domain name you wish to install Joomla for and proceed with the installation.

Please note: We are unable to assist with changes to your website content, but if you experience difficulties installing Joomla through the control panel, please contact iiNet Hosting on 1300 378 638.

How do I change PHP Limits?

Please follow our guide on Implementing PHP Changes

Please note: As of 7 June 2023, we are no longer processing new domain registration requests.

  1. Log in to the Hosting Control Panel.
  2. Under the Store heading, click Register New Domain.
  3. Enter the domain name you wish to register and click Check Domain.
    a. A page will show the availability of your desired domain name and any similar domains.
  4. Choose the domain you wish to register and click Next.
  5. Select the number of years you wish to register the domain name for and click Next.
  6. Choose the hosting subscription (if any) you wish to point your new domain name to and click Next.
  7. Australian domains only (.au): Enter your eligibility details (e.g. Company Name and ABN) and click Next.
  8. Review your order and then click Place Order.

Please note: As of 7 June 2023, we are no longer processing new domain transfer requests.

  1. Log in to the Hosting Control Panel.
  2. Under the Domains heading, click Registered Domains.
  3. Click Transfer Existing.
  4. Enter your Domain Name (without the www.) and your Domain Password then click Next.
  5. Select the hosting plan (if any) you wish to point the domain name to and click Next.
  6. Review your order and then click Place Order.

Please note: It is important you provide a valid domain password and that the registrant email address for your domain is up-to-date when requesting a domain transfer.

  1. Log in to the Hosting Control Panel.
  2. Under the Domains heading, click Registered Domains.
  3. Click the Renew button.
  4. Select the domain you wish to renew and click Next.
  5. Confirm the number of years you wish to renew for and click Next.
  6. Review the renewal details and click Place Order.

You can quickly and easily upgrade your plan to include more web space or email addresses in the Hosting Control Panel.

  1. Log in to the Hosting Control Panel.
  2. Under the Store heading, click Change Plan.
  3. Click on the subscription you wish to upgrade.
  4. Choose the plan you wish to upgrade to and click Choose Service Plan.
  5. Confirm the billing frequency (monthly/yearly) and then click Select Period.
  6. Review your order and then click Place Order. Your upgrade should be processed within 30 minutes.

Important: Cancelling a web hosting subscription will delete your website content permanently. You may wish to download a copy of your website via FTP before cancelling.

  1. Log in to the Hosting Control Panel.
  2. Select Account from the top menu and then click Subscriptions.
  3. Click on the subscription you wish to cancel and then click Cancel Subscription.
  4. Enter a reason for cancelling, and then click Place Cancellation Order.
  1. Log in to the Hosting Control Panel.
  2. Under the Domains heading, click Registered Domains.
  3. Click the domain you wish to manage and then click Manage Nameservers.
  4. Enter the name servers you want and then click Update. Please allow at least 24 hours for name server changes to update on the internet.

If you are switching domain name providers (i.e. leaving iiNet) please make sure that you cancel any services you will no longer be using.

  1. Log in to the Hosting Control Panel.
  2. Under the Domains heading, click Registered Domains.
  3. Select the domain you wish to retrieve the password for.
  4. Click the Password Reminder button. The password will be sent to the contact email address listed on the domain.

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”. 
    Toolbox tasks 1
  5. You can click View next to a task to see more detail. 
    Toolbox tasks 2
  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. 
    Toolbox tasks 3

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.

Country Name or satellite system Country Code
Afghanistan +93
Albania +355
Algeria +213
American Samoa* +1 684
Andorra +376
Angola +244
Anguilla* +1 264
Antarctica +672
Antigua* +1 268
Argentina +54
Armenia +374
Aruba +297
Ascension +247
Australia +61
Australian External Territories +672
Austria +43
Azerbaijan +994
Bahamas* +1 242
Bahrain +973
Bangladesh +880
Barbados* +1 246
Barbuda* +1 268
Belarus +375
Belgium +32
Belize +501
Benin +229
Bermuda* +1 441
Bhutan +975
Bolivia +591
Bosnia & Herzegovina +387
Botswana +267
Brazil +55
British Virgin Islands* +1 284
Brunei Darussalam +673
Bulgaria +359
Burkina Faso +226
Burundi +257
Cambodia +855
Cameroon +237
Canada +1
Cape Verde Islands +238
Cayman Islands* +1 345
Central African Republic +236
Chad +235
Chatham Island (New Zealand) +64
Chile +56
China (PRC) +86
Christmas Island (from outside Australia) +61 8
Cocos-Keeling Islands +61
Colombia +57
Comoros +269
Congo +242
Congo, Dem. Rep. of (former Zaire) +243
Cook Islands +682
Costa Rica +506
Côte d'Ivoire (Ivory Coast) +225
Croatia +385
Cuba +53
Cuba (Guantanamo Bay) +5399
Curaçao +599
Cyprus +357
Czech Republic +420
Denmark +45
Diego Garcia +246
Djibouti +253
Dominica* +1 767
Dominican Republic* +1 809, +1 829
East Timor +670
Easter Island +56
Ecuador +593
Egypt +20
El Salvador +503
Ellipso (Mobile Satellite service) +8812, +8813
EMSAT (Mobile Satellite service) +88213
Equatorial Guinea +240
Eritrea +291
Estonia +372
Ethiopia +251
Falkland Islands (Malvinas) +500
Faroe Islands +298
Fiji Islands +679
Finland +358
France +33
French Antilles +596
French Guiana +594
French Polynesia +689
Gabonese Republic +241
Gambia +220
Georgia +995
Germany +49
Ghana +233
Gibraltar +350
Greece +30
Greenland +299
Grenada * +1 473
Guadeloupe +590
Guam * +1 671
Guantanamo Bay +5399
Guatemala +502
Guinea-Bissau +245
Guinea +224
Guyana +592
Haiti +509
Honduras +504
Hong Kong +852
Hungary +36
ICO Global (Mobile Satellite Service +8810, +8811
Iceland +354
India +91
Indonesia +62
Inmarsat (Atlantic Ocean - East) +871
Inmarsat (Atlantic Ocean - West) +874
Inmarsat (Indian Ocean) +873
Inmarsat (Pacific Ocean) +872
Inmarsat SNAC
Note: Inmarsat plans to shift all other codes to this Single Network Access Code by 2009.		 +870
International Freephone Service +800
International Shared Cost Service (ISCS) +808
Iran +98
Iraq +964
Ireland +353
Israel +972
Italy +39
Jamaica * +1 876
Japan +81
Kazakhstan +7
Kenya +254
Kiribati +686
Korea (North) +850
Korea (South) +82
Kosovo +383
Kuwait +965
Kyrgyz Republic +996
Laos +856
Latvia +371
Lebanon +961
Lesotho +266
Liberia +231
Libya +218
Liechtenstein +423
Lithuania +370
Luxembourg +352
Macao +853
Macedonia (Former Yugoslav Rep of.) +389
Madagascar +261
Malawi +265
Malaysia +60
Maldives +960
Mali Republic +223
Malta +356
Marshall Islands +692
Martinique +596
Mauritania +222
Mauritius +230
Mayotte Island +269
Mexico +52
Micronesia, (Federal States of) +691
Midway Island * +1 808
Moldova +373
Monaco +377
Mongolia +976
Montenegro +382
Montserrat * +1 664
Morocco +212
Mozambique +258
Myanmar +95
Namibia +264
Nauru +674
Nepal +977
Netherlands +31
Netherlands Antilles +599
Nevis* +1 869
New Caledonia +687
New Zealand +64
Nicaragua +505
Niger +227
Nigeria +234
Niue +683
Norfolk Island +672
Northern Marianas Islands
(Saipan, Rota, & Tinian) *		 +1 670
Norway +47
Oman +968
Pakistan +92
Palau +680
Palestinian Settlements +970
Panama +507
Papua New Guinea +675
Paraguay +595
Peru +51
Philippines +63
Poland +48
Portugal +351
Puerto Rico * +1-787, +1 939
Qatar +974
Réunion Island +262
Romania +40
Rwandese Republic +250
St. Helena +290
St. Kitts/Nevis * +1 869
St. Lucia* +1 758
St. Pierre & Miquelon +508
St. Vincent & Grenadines * +1 784
Samoa +685
San Marino +378
São Tomé and Principe +239
Saudi Arabia +966
Senegal +221
Serbia +381
Seychelles Republic +248
Sierra Leone +232
Singapore +65
Slovak Republic +421
Slovenia +386
Solomon Islands +677
Somali Democratic Republic +252
South Africa +27
Spain +34
Sri Lanka +94
Sudan +249
Suriname +597
Swaziland +268
Sweden +46
Switzerland +41
Syria +963
Taiwan +886
Tajikistan +992
Tanzania +255
Thailand +66
Thuraya (Mobile Satellite service) +88216
Timor Leste +670
Togolese Republic +228
Tokelau +690
Tonga Islands +676
Trinidad & Tobago* +1 868
Tunisia +216
Turkey +90
Turkmenistan +993
Turks and Caicos Islands* +1 649
Tuvalu +688
Uganda +256
Ukraine +380
United Arab Emirates +971
United Kingdom +44
United States of America +1
US Virgin Islands* +1 340
Universal Personal Telecommunications (UPT) +878
Uruguay +598
Uzbekistan +998
Vanuatu +678
Vatican City +39, +379
Venezuela +58
Vietnam +84
Wake Island +808
Wallis and Futuna Islands +681
Yemen +967
Zambia +260
Zanzibar +255
Zimbabwe +263
* These countries are part of the North America Numbering Plan (NANP), though they may be far removed from North America (and Mexico is not included). The country code for all NANP countries is 1 (included in our list); the numbers that follow are used as area codes in the U.S. and Canada and function similarly in other NANP areas.

This document will explain the options available to “consumer” customers within the iiNet Group (including iiNet, TransACT, and Adam Internet) who are experiencing genuine Financial Hardship.

If you have been affected by a Natural Disaster such as fire or flood, our Natural Disaster Support is also available to you.

 

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

We will work with you to help you respond to financial difficulty, whether temporary or long-term. We are committed to helping customers facing financial hardship maintain telecommunications access and working with you to find a sustainable solution. Any help we can give will depend on your individual circumstances, and we provide help on a case-by-case basis. We will not charge you for this service.

iiNet defines financial hardship as a situation where:

  • a customer is unable because of illness, unemployment, being the victim of domestic or family violence, or other reasonable cause, to discharge their financial obligations under their contract with the supplier; and
  • the customer believes that they are able to discharge those obligations if payment and/or service arrangements were changed.

Financial hardship can be temporary or ongoing.

In times of genuine hardship, we understand that customers and/or their financial counsellor deserve easy access to empathetic and skilled staff. iiNet will endeavour to provide this service by training all Collections staff to correctly identify customers who are dealing with financial hardship.

At iiNet, we expect our Collections Team to act with compassion and sympathy, whilst still managing to meet business requirements. The Collections Team is also required to accept reasonable payment arrangements, taking into account each customer’s individual circumstances.

You can submit an online enquiry in the ‘Contact us’ section below and our Collections Team will contact you to discuss your situation.

If you request, we will assess your eligibility for financial hardship assistance.

iiNet considers financial hardship to be a state that involves a customer’s inability to pay bills, rather than an unwillingness to do so. Customer hardship can arise from a variety of situations and can be either temporary or ongoing.

Common causes of financial hardship include:

  • Loss of employment by the consumer customer or family member
  • Family breakdown
  • Illness including physical incapacity, hospitalisation, or mental illness of the customer or family member
  • A death in the family
  • Being a victim of domestic or family violence
  • Natural Disaster
  • Loss of employment / financial impacts associated with COVID-19
  • Other reasonable cause adversely affecting your ability to pay us for services.

We will assess your application for financial assistance against this Financial Hardship Policy based on the information available to us and will request any information we may need from you to help us understand your individual circumstances. This may include:

  • Documentation such as a statutory declaration from a person familiar with the consumer’s circumstances (family doctor, clergy, bank officer, etc.);
  • Evidence of consumer having consulted with, and/or being accompanied by a recognised financial counsellor or a booking to see a financial counsellor.

We will only seek information from you that is relevant to the assessment and is not unduly onerous. If you don’t provide us with the relevant information we request, an assessment may not be made. If you provide false or incomplete information, this may result in the cancellation of any hardship arrangements we agree to.

Once we have assessed your specific circumstances, we will consider the options available to us to assist you in the management of your financial hardship, as it relates to the services we supply to you.

In addition to having extra time to pay your invoice, we will also have, depending on your circumstances, the following options available:

Options to help you stay connected:

  • apply appropriate spend controls
  • apply restrictions on some or all of your services, for example:
    • restricting your telephone to local calls only;
    • reducing spend allowance on mobile phone and/or data plans to stop you from exceeding your prepaid monthly quota by an undesired amount;
    • removing access to apply for new products and services; or
    • suspending the use of some or all of your services.
  • transfer you to a pre-paid service.

Options for suitable financial arrangements:

  • temporary postponement or deferral of payments
  • an alternative payment arrangement that meet the following criteria:
    • Repayments should be sufficient to cover expected future use of the service (as adjusted to ensure the customer’s financial position does not worsen over a reasonable period of time).
    • The arrangement should provide a continued reduction of debt at a reasonable level (i.e. the customer should not be going into future debt under the arrangement).
  • Discounting or waiver of debt or certain fees.

Your assessment will be reviewed by our empathetic and skilled Collections Team within 5 business days.

If, following assessment of your application, we decide that assistance will not be given because your circumstances do not meet the criteria set out in this Financial Hardship Policy, we will immediately inform you of this decision.

If we agree to a Financial Hardship arrangement, we will, within 5 business days of that agreement, inform you of rights and obligations under that arrangement and its duration or review date (as applicable). If requested by you, we will send you details of your Financial Hardship arrangement in writing. A Financial Hardship arrangement will not commence unless you have accepted the arrangement.

If your circumstances change during the term of your Financial Hardship arrangement or credit management arrangements, you have an obligation to promptly inform us of such changes. We will review your arrangement accordingly.

There are also a range of other financial support services available such as free financial counselling services offered in each state and territory in Australia. The following organisations are in no way affiliated with iiNet, but might be the help you need.

Consumer Action Law Centre: 03 9629 6300
Legal advice for the public: 03 9629 6300 / 1800 466 477
Legal advice for consumer caseworkers: 03 9602 3326
consumeraction.org.au

National Debt Helpline: 1800 007 007
ndh.org.au

Financial Rights Legal Centre Credit and Debt Hotline: 1800 007 007
financialrights.org.au

Financial Counsellors' Association of New South Wales: 1300 914 408
fcan.com.au

Care Financial Counselling Service: 02 6257 1788
carefcs.org

Salvation Army Financial Counselling: 02 6247 3635
salvationarmy.org.au

Lifeline gambling and financial counselling: 02 6247 0655
lifeline.org.au

Uniting Country SA: 1300 067 777
ucsa.org.au

South Australian Community Legal Centres: 08 8281 6911
clcsa.org.au

South Australian Financial Counsellors Association
safca.org.au

Relationships Australia (SA)
rasa.org.au

Financial Counselling Hotline: 1800 007 007
financialcounsellors.org

Consumer Credit Legal Service: 08 9221 7066
cclswa.org.au

Financial Counsellors Association of Western Australia: 08 9325 1617
financialcounsellors.org

Anglicare Financial Counselling Service: 1800 243 232
anglicare-tas.org.au

Hobart Community Legal Service: 03 6223 2500
hobartlegal.org.au

Relationships Australia Tasmania: 1300 364 277
tas.relationships.org.au

Financial Counsellors Association of Queensland: 1800 007 007
fcaq.com.au

Financial Counselling Hotline: 1800 007 007
safca.org.au

Somerville Community Services
Darwin 08 8920 4100
Katherine 08 8972 5100
Palmerston Financial Counselling Centre 08 89316200
somerville.org.au

Anglicare NT Financial Counselling
Ludmilla Head Office: 08 8985 0000
Katherine Financial Counselling Service: 08 8963 6100
Nhulunbuy Financial Counselling Service: 08 8939 3400
Alice Springs Financial Counselling Service: 08 8951 8000
anglicare-nt.org.au

Tangentyere Council Financial Counselling Service
Telephone 08 8951 4257
tangentyere.org.au

Alternatively, visit financialcounsellingaustralia.org.au for more information.

For more information on our Financial Hardship Policy, please make an online enquiry and we will contact you with assistance options.

While enquiries may be submitted at any time, our Collections Team operates from 8AM-8PM Mon-Fri (AET).

Alternatively, you can call us on 13 22 58.

If you wish to make a complaint about or seek a review of the outcome of your Financial Hardship Application, please refer to our Complaint Handling Policy. This policy sets out how you can lodge a complaint, how the complaint will be handled and how it can be escalated.

If you are facing financial difficulties you may be required to provide some sensitive information, this may include:

  • Employment information
  • Income details (including any government assistance)
  • Debt statements (Bills)

Our staff are experienced in treating matters of financial hardship with understanding and sensitivity, and your privacy will remain our utmost concern. All information will be kept confidential and in accordance with the privacy provisions of the Privacy Act 1988.

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

What is Netphone?

Netphone is a VoIP service. VoIP stands for "Voice over Internet Protocol" – basically, it’s a phone service that transmits your voice over your internet connection.

  • Significantly cheaper call rates than traditional phones (for call rates on discontinued Netphone (VoIP) plans, please refer to the plan's Critical Information Summary).
  • Mobile call charges are 29c/min (per 30 second block).
  • International calls from 5c per minute. Check rates per country.
  • 1300 and 13 numbers 30c untimed.

In exchange for these significant cost benefits, Netphone is only available to those who agree to waive their rights under the Customer Service Guarantee.

Once your Netphone service has been activated, you’ll need to configure the service in your modem.

  • If you have an iiNet modem, refer to its setup guide.
  • For third-party modems, see VoIP settings (third-party modems are not supported for some VoIP services).

No. If the internet connection is down, you won’t be able to make or receive calls using your Netphone service.

Please note: If your modem is set up to route Home Phone calls, and your internet connection is down, outgoing calls will be made by your Home Phone (landline) service at the rates applicable for Home Phone.

Yes, in most cases we can bring your existing telephone number over to Netphone using a process called LNP (Local Number Portability). There are a few things we'll need to check before bringing your phone number over - just call our friendly Sales team on 13 19 17 to make an enquiry.

Netphone numbers are attached to geographical zones, so unfortunately we cannot guarantee that you will be able to keep the same Netphone number if you move house.

Please see VoIP Features Guide for a full list of available features and how to use them.

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.

 

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.

 

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.

 

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.

 

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.

 

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.

freezone

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.

 

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.

 

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.

 

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.

 

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

 

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

 

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

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.

 

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.