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?

"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.

PSTN Failover Diagram

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:

TG1icon100
 TG-1 Broadband Gateway
BudiiLiteicon100

Budii Lite or Budii
BoB2icon100
 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. 
    Line filter PHONE port

     

    TG-1 PSTN port
  3. Plug a standard phone handset into the green Phone port on the back of the modem to finish.
    TG-1 Phone port

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. 
    Line filter PHONE port

     

    Budii PSTN port
  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.

    Budii Netphone port

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. 
    Line filter PHONE port

     

    BoB 2 PSTN port

  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.

    BoB 2 Phone port

 

  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:


     

    Winsock Reset in Windows 10

    1. Click the Search icon (magnifying glass) in the bottom left-hand corner of the screen and type "cmd" into the search bar. 
      Windows 10 Winsock reset 1
    2. 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. 
      Windows 10 Winsock reset 2
    3. A black box with a flashing cursor will open; this is the Command Prompt. Type “netsh winsock reset” and then hit the Enter key on your keyboard. 
      Windows 10 Winsock reset 3
    4. Wait for the Command Prompt to run through the reset. Once it’s complete, you’ll see the message “Winsock reset completed successfully”.
    5. Restart your computer to finish.

    Winsock Reset in Windows 7

    1. Open the Start menu by clicking the orb in the bottom left-hand corner of the screen.
    2. Type “cmd” in the search bar at the bottom of the menu.
    3. 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. 
      Windows 7 Winsock reset 1
    4. A black box with a flashing cursor will open; this is the Command Prompt. Type “netsh winsock reset” and then hit the Enter key on your keyboard. 
      Windows 7 Winsock reset 2
    5. Wait for the Command Prompt to run through the reset. Once it’s complete, you’ll see the message “Winsock reset completed successfully”.
    6. Restart your computer to finish.

    Airport reset in Mac OSX or macOS

    Please note: Mac OSX and macOS don't have Winsock, so you won't be able to perform a Winsock reset. However, you may find the following steps useful:

    1. Click the Network icon in the top right-hand corner of your desktop.
    2. Select Turn Wi-Fi/Airport Off from the drop-down menu. 
      Mac Airport reset 1
    3. Wait 1-2 minutes.
    4. Click the Network icon again and select Turn Wi-Fi/AirPort On. 
      Mac Airport reset 2
    5. Wait for the Wi-Fi/Airport to restart and then reconnect to your default network before trying to view another website.

    This article will answer some frequently asked questions about Domain names at iiNet.

    We have stopped providing new Domain Registrations. For a full list of accredited domain name registrars, please refer to: https://www.auda.org.au/accredited-registrars.

    Please note: Australian domain names (e.g. com.au, net.au, etc.) may only be registered by an Australian person or entity. In most cases an ABN, ACN, BRN or TM Number will be required however the rules differ depending on the extension you are trying to register.

     

    You can manage your existing domain names through the Hosting Control Panel. Once you have logged in, click on Account > Registered Domains.

    You can view your domain expiry date within the Hosting Control Panel. Click on Account > Registered Domains.

    Hosting Control Panel - Registered Domains

    If you have a large number of domain names you can click Show search to narrow down your results.  We will send you an email 60 days before your domain is due to expire.

    By default we will renew your domain name automatically, however you can renew your domain name license within 90 days of the expiry date by logging in to the Hosting Control Panel and clicking Account > Registered Domains > Renew.

    If you wish to manage your domain name renewals manually you can disable automatic renewal by logging in to the Hosting Control Panel, going to Account > Registered Domains, selecting your domain and clicking the Turn Off AutoRenew option button near the bottom of the page.

    Please note: by disabling automatic renewal, you are assuming responsibility to renew your domain name. Failure to renew your domain name before its expiry date will cause it to stop working.

    If your domain name has already expired, please call iiNet Hosting on 1300 378 638 to renew it. If your domain name is not renewed quickly it may become available and be registered by another party.

    • Log in to the Hosting Control Panel and go to Account > Registered Domains.
    • Click on the domain name you wish to update and then click Manage Nameservers.
    • Enter the name servers you require and then click Update Name Server.
    • Once this change has been made, select Sync to Registry.
    • To update all DNS, select Account > Registered Domains > Bulk Update DNS.
    • The contact details on your domain registration are represented by the "Admins" within the Hosting Control Panel.
    • To add a new admin or edit your existing user, click on Account > Admins > Add New Admin.
    • You can then update your domain to use these details by going to Account > Registered Domains > yourdomain.com > Manage Contacts.
    • Click the magnifying glass next to the contact you wish to change, select the appropriate contact and then click Update Contacts.
    • Once this change has been made, select Sync to Registry.

    Sometimes if you have transferred your domain to us from another provider the Control Panel will not be synchronised with the domain registry, preventing you from making changes to the domain through the Control Panel. If this happens, please call iiNet Hosting on 1300 378 638 and we will make the changes for you manually.

    • You can request cancellation of your domain name via the Hosting Control Panel.
    • Click on Account > Registered Domains > select the domain you wish to cancel > Cancel Domain.
    • Alternatively, you can email support@iinethosting.net.au regarding your domain cancellation.

    Your DNS records can be modified via the Hosting Control Panel. Select All Domains from the drop-down menu at the top right, click on Hosted Domains > yourdomain.com > DNS > DNS Records.

    Hosting Control Panel - DNS Records

    iiNet domain registrations include free parking.

    • Parking can be enabled via the Hosting Control Panel under Home > Hosted Domains > Add Hosting (located in the Web Hosting section toward the bottom of the page).
    • Select Parking and then click Next and Finish.

    iiNet domain registrations include free forwarding.

    • Forwarding can be configured via the Hosting Control Panel under Home > Hosted Domains > your domain > Add Hosting (located in the Web Hosting section toward the bottom of the page).
    • Select either Standard or Frame Forwarding and click Next.
    • Enter the URL you wish to forward to and click Next and then Finish.

    Please note: Standard Forwarding is where the address changes in the address bar. Frame Forwarding (sometimes referred to as ‘domain cloaking’) will mask the actual URL in the address bar and will instead just show your domain name.

    Connect West is our accredited Australian domain registrar. They are a wholly-owned subsidiary of iiNet staffed by the same people in our iiNet Domains and Hosting Team.

     

    We have stopped providing Domain Registrations. For a full list of accredited domain name registrars, please refer to: https://www.auda.org.au/accredited-registrars.

    If you have an Australian domain name and wish to recover your domain password, please try the .auDA password recovery tool. Alternatively, please contact us for assistance.

    A domain change of ownership (also known as a ‘registrant transfer’) occurs when the existing owner (registrant) transfers or sells their domain name to another eligible entity. A new license is issued to the new registrant once the change is completed and the domain name will be registered in the name of the new registrant.

    To change the ownership on an Australian domain name, please complete the below form and return it to us via email to (08) 9213 1353 or support@iinethosting.net.au. This change will incur a $50.00 change of ownership fee plus the cost of a new 2 year license (e.g. $50.00 change of ownership fee + $44.00 registration).

    Download the change of ownership form

    A change of ownership involves transferring the domain name to a different person or entity (e.g. with a different ABN or ACN), and therefore a new two year license applies.

    Once the necessary documentation has been received it can take up to 7 days for the change of ownership to be processed and the new owner to be visible in the WHOIS database.

    An email service is compromised when a third party obtains your iiNet password and uses these details to send email through the iiNet servers. These are typically spam or phishing/scam emails, which in turn generate complaints about the iiNet mail servers. In many cases, the emails are being sent from somewhere outside of Australia through a service called SMTP Authentication.
     

    • We have monitoring in place on all the iiNet servers and we deal with spam complaints as a top priority, so when we identify a client as sending spam through our servers we need to take urgent action.
    • Once a compromised email account is identified, we will disable SMTP Authentication on your account to prevent unauthorised emails from being sent through our server.
    • Your ability to send email is likely to be impacted. You still will be able to receive emails, however, depending on how you send emails and how many devices you use, you may find yourself in a situation where your phone is not able to send emails, while your computer can.
    • In some situations, iiNet may need to suspend your email account and/or change your password for you. If this is the case, please call us on 13 22 58 to have your account unsuspended. If your account has been suspended, you won't be able to check your email until it is unsuspended.

     

    1. Change your iiNet passwords in Toolbox by following these instructions.
    2. Run an antivirus and anti-malware scan on your computer and remove any infections found. If your computer is severely infected and you have difficulty using it, you may need the assistance of a computer technician to get it working again. Disconnect the infected computer from your WiFi and/or modem to avoid the virus spreading to any other devices on your home network until the issue is resolved.
    3. It’s possible that your account was compromised by logging into an untrusted computer which may have captured your username and password. Examples may include airport terminals, work computers, web cafes, and so on. We strongly recommend changing the passwords on your social media and any web-based email accounts you also use.
    4. Once your password has been changed, please call us on 13 22 58 to get the suspension/block on SMTP Authentication on your email account removed. After this has been done, you'll be able to use your email account again.

     

    • Regularly scan your computer for viruses and malware.
    • Make sure your WiFi network has a secure WPA/WPA2-PSK password, and don’t share this password with anyone you don’t want to have access to your network.
    • Never share your passwords over email, instant messengers or social media. If you need to record any password, write it down on a piece of paper and keep it somewhere safe.
    • Be cautious about using an untrusted computer to enter in your iiNet login details, it is possible this is how your details were compromised in the first place.

    If you suspect the email's sender is trying to trick you to into sending them your password, bank details or other personal information, please see Phishing Emails instead.

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

    Email Anti-Spam Filter in Toolbox

    iiNet email addresses include a free anti-spam filter powered by IronPort Systems that identifies 95% of spam. By default, this feature is enabled and set to delete the spam before it gets to your inbox, but it’s also possible to disable this filter or set it to tag suspected spam instead of deleting it.

    Follow the instructions in this guide to check your Email Anti-Spam filter settings in Toolbox.

     

    Flagging Spam in Webmail

    If you've already received spam in your inbox, you can flag it as spam. This will shift the message into a designated Spam folder.

    Most email programs will have a feature that allows you to do this. Here's how to do it in iiNet Webmail:

    1. In your inbox, tick the box next to the spam message(s) and then click the Spam button at the top of the page.  
      iiNet Webmail flag spam 1
    2. The message(s) will be move to the Spam folder in your Webmail. When viewing the Spam folder, you can click the Empty button at the top of the page to delete all emails.  
      iiNet Webmail flag spam 2
    3. If you accidentally tag a genuine email as spam, simply view the Spam folder then click and drag the email back into your Inbox folder at the top of the left-hand column.

     

    Reporting Spam

    All spam

    For all spam, forward the email as an attachment with the subject line “Spam submission” to spam@access.ironport.com

    Retrieving Headers

    If you are not forwarding the email as an attachment (so you're just replying to a different email address) you should copy and paste the Header information into the message.

    In iiNet Webmail, you can see an email's Headers by clicking the down arrow next to More and then selecting View Headers.The Header information will appear in a grey box above the email message. You can then copy and paste this text into your email.

    iiNet Webmail View Headers

    Commercial emails

    As of 11 April 2003, the Spam Act 2003 prohibits the sending of unsolicited commercial emails sent or received in Australia and states that all commercial emails must have a functional unsubscribe method. If you receive:

    • an unsolicited, commercially-based email with an offer to supply or advertise goods, services, suppliers, business or investment opportunities; or
    • any commercially-based email that does NOT offer you a functional method unsubscribing;

    ... you should contact the Australian Communications and Media Authority (ACMA) with your concerns.

     

    Tips for avoiding Spam and Junk email

    • Do not post your email address on chat rooms, forums or websites; if you need to share your email address on social media, use a private message wherever possible.
    • If you need to post your email address online, you may want to consider “munging” it – this means typing it in a way that a real person could understand, but a spambot reading the text on a website wouldn’t. (e.g. example(at)iinet(dot)net.au)
    • Avoid participating in chain emails – your email address can remain in the email to be seen by anyone who reads it in the future. These emails can end up contain hundreds or thousands of email addresses, making them highly desirable to be collected and used for phishing scams or spam email.
    • If you do need to send emails to large groups of people, you should make use of the BCC (Blind Carbon Copy) field when sending the email. The advantage of using this instead of the To or CC field is that al of the email addresses are hidden from the recipients. Although recipients can still make use of the "reply all" feature, BCC means that the list of email addresses can't be forwarded on in the same manner as chain emails.
    • Be careful when registering software, joining certain websites or entering any competitions that require your email address; most forms include checkboxes asking if you agree to receive marketing emails from them. Un-tick these boxes before submitting your form.
    1. If the email failing to send has a large file attachment, try sending a test email with no attachments. Generally, a file attachment should not exceed 20MB in size.
      Note: If you need to send larger files over the internet, consider a file sharing service such as Hightail.
    2. Log in to iiNet Webmail. If you’re unable to log in due to a forgotten password, attempt to recover your password.
    3. Send yourself a test email and wait a few minutes to see if it arrives in your Webmail inbox.
    4. If you can't log in to Webmail or you didn't receive your test email, please call us on 13 22 58 for further assistance.
    5. If you successfully sent an email in Webmail, the issue is most likely with the settings in any third-party email software you're using (e.g. Outlook, Thunderbird, Mac Mail).
    6. Use the relevant setup instructions to edit the settings for your existing email account, particularly:

      Port & security type: 587 & SSL (for Apple devices) or STARTTLS/TLS (for all other devices)
      Authentication/password: Yes - use your email address as the username, and your email password

    7. If you decide to recreate your email account or “start from scratch”, you should not delete your original account setup unless you have already saved all important emails to your computer’s Desktop or hard drive.
    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 emails.
    10. Call us on 13 22 58 for further assistance.
      1. If you use multiple computers/devices to access your email but one of them is set to POP protocol instead of IMAP, that may be preventing your other devices from getting a copy of your emails. Refer to our email setup guides or email settings article for help adjusting your email setup.
      2. Try to log in to Toolbox. If you’re unable to log in due to a forgotten password, attempt to recover your password.
      3. Select My Products > Email. If you have more than one email address, select the right one from the Product drop-down menu.
      4. Some mail may not be received if it's being flagged and deleted as spam. In Email Settings, change the Filter options to tag and then click Submit to save your changes.  
        Toolbox email settings - spam tagging
      5. Likewise, you may not receive mail if mail forwarding is active. In Email Settings, under Email Forwarding, ensure that Local Delivery is turned ON to allow a copy of forwarded mail to stay in your inbox. Any unwanted mail forwarding rules can be deleted by selecting Remove. Click Submit to save your changes.  
        Toolbox email settings - mail forwarding
      6. Log in to iiNet Webmail. If you’re unable to log in due to a forgotten password, attempt to recover your password.
      7. If you can't log in to Webmail and it's a new iiNet email address, use a different email account to send yourself a test email, or ask a friend to email you. Once at least one email has been sent to your new mailbox, try logging in to Webmail again.
      8. If you can log in to Webmail, select Settings and check your quota. If your mailbox quota is exceeded, this can interrupt your ability to receive email. Follow the advice in Mailbox size limit exceeded.
        Check Webmail quota
      9. If you can log in to Webmail and your mailbox is under quota, send a test email to your own email address and wait a few minutes to see if it arrives in your Webmail inbox.
      10. If you can't log in to Webmail or you didn't receive your test email, please call us on 13 22 58 for further assistance.
      11. If you did receive your test email in Webmail, the issue is most likely with the settings in any third-party email software you're using (e.g. Outlook, Thunderbird, Mac Mail).
      12. Use the relevant setup instructions to edit the settings for your existing email account, particularly:

        Protocol: IMAP
        Username: Your full iiNet email address
        Password: Your iiNet email address password
        Mail server: mail.iinet.net.au
        Port & security type: 993 & SSL (for Apple devices), 143 & STARTTLS/TLS (for all other devices)
        Authentication: Enabled/password

        Important: If you decide to recreate your email account or “start from scratch”, you should not delete your original account setup unless you have already saved all important emails to your computer’s Desktop or hard drive.
      13. 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.
      14. 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 emails.
      15. Call us on 13 22 58 for further assistance.