- Windows users: Open Thunderbird and select the Menu icon (three horizontal lines) in the top right-hand corner.
Mac users: Open Thunderbird and select File from the top menu bar.
- Select New, then select Existing Mail Account.
- Enter the details as follows.
Your name: Your name as you'd like it to appear on any emails you send
Email address: Your iiNet email address
Password: Your iiNet email address password
Remember password: Ticked
- Select Configure manually and enter the following settings. If your email address doesn't end in "@iinet.net.au", please see iiNet Group Email Settings.
Incoming Protocol: IMAP
Incoming Server: mail.iinet.net.au
Incoming Port: 993 (for Apple devices) or 143 (for all other devices)
SSL: SSL/TLS (for Apple devices) or STARTTLS (for all other devices)
Authentication: Normal password
Username: Your iiNet email address
Outgoing Server: mail.iinet.net.au
Outgoing Port: 587
SSL: STARTTLS
Authentication: Normal password
Username: Your iiNet email address
- Select Re-test.
- Select Done to finish.
Note: You may need to wait for Thunderbird to finish loading your mailbox before the toolbar for your inbox will appear on the left-hand side of the screen, allowing you to send and receive mail. This can take around 5 minutes - you'll see a status message at the bottom of the screen.
For more information, see the steps below.
- Open Gmail and select the menu icon.
- Select Settings.
- Select Add account.
- Select Other.
- Enter your iiNet email address and hit Next.
- Select Personal (IMAP).
- Enter your iiNet email address password, then tap Next.
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Change the Incoming Server to "mail.iinet.net.au" (if your email address doesn't end with "@iinet.net.eu" see iiNet Group Email Settings).
- Change the Outgoing server settings as follows, then tap Next.
Note: You may only be able to enter the SMTP server at first, then you will be prompted to confirm the Port and Security Type settings after hitting "Next".
SMTP Server: mail.iinet.net.au (if your email address doesn't end with "@iinet.net.eu" see iiNet Group Email Settings)
Port: 587
Security Type: STARTTLS
- Select your desired Sync frequency (how often the app will check for new mail) and notification preferences, then tap Next.
- Adjust the Account name and Your name as desired, then tap Next to finish.
- You should now be able to access your iiNet email through the Mail app. We recommend that you send an email to yourself to confirm that you can send and receive email.
To set up your iiNet email address on iPhone and iPad (iOS11 or later), simply follow the steps below, or watch the video.
- On the home screen, tap the Settings icon.
- Go to Passwords & Accounts.
- Tap Add Account.
- Tap Other.
- Tap Add Mail Account.
- Fill in the following details and then tap Next.
Name: The name that appears on emails you send
Email: Your iiNet email address
Password: Your iiNet email address password
Description: The account name that will appear in your Apple Mail app
- Your email should automatically set up. If it does, skip to Step 10.
- If your email doesn't set up automatically, tap IMAP at the top of the screen.
- The Incoming and Outgoing Mail Server details should fill in automatically, so confirm they match the following before tapping Next:
Host Name: mail.iinet.net.au
Username: Your iiNet email address without "@iinet.net.au"
Password: Your iiNet email address password
Note: If your email address doesn't end in "@iinet.net.au", please see iiNet Group Email Settings.
- Tap Save to finish.
You should now be able to select your mailbox from your list of accounts.
We recommend you send a test email to and from your iiNet email address to confirm it is working. If your email is not working, please call us on 13 22 58 for a hand.
This guide is suitable for Mac Mail 10 and later.
- Open Mac Mail.
- Click Mail in the top menu bar, and then select Accounts.
- In the right-hand column, select Add Other Account....
- Select Mail account.
- Enter the following details before clicking Sign In:
Name: Your name as you’d like it to appear on the emails that you send.
Email address: Your iiNet email address
Password: Your iiNet email address password
- Mail will attempt to automatically discover the settings for your email address.
- If any kind of error occurs, enter the following settings before clicking Sign In. If your email address doesn't end in "@iinet.net.au", see iiNet Group Email Settings.
Email address: Your iiNet email address
User Name: Leave as "Automatic"
Password: Your iiNet email address password
Account Type: IMAP
Incoming Mail Server: mail.iinet.net.au
Outgoing Mail Server: mail.iinet.net.au
- Confirm the apps you want to use with your iiNet email account and then select Done.
- Close the Accounts window to finish. We recommend you send a test email to and from your iiNet email address to confirm it is working.
- If you have any trouble, you may need to check your some settings. Click Mail in the top menu bar and then select Preferences.
- In the popup window, click the Accounts tab and select your email address from the left-hand column. First of all, make sure Enable this account is ticked. You may also wish to check that all your other details were entered correctly when you set up the mailbox.
- Next, click the Server Settings tab.
- Untick Automatically manage connection port settings for both your Incoming and Outgoing mail server, then enter the following settings:
Incoming Port: 993
Use SSL: Ticked
Authentication: Password
Outgoing Port: 587
Use SSL: Ticked
Authentication: Password - Close the Preferences window and check your inbox again.
Note: If you see a pop-up advising “Mail can’t verify the identity of the server “mail.iinet.net.au”, select “Always trust “*.iinet.net.au” when connecting to “mail.iinet.net.au”, then Continue.
If your email is not working, please call us on 13 22 58 for a hand.
To set up your iiNet email address on Windows 10 Mail, simply follow the steps below, or watch the video.
-
Search for Mail in the search bar and click the envelope icon to open Windows 10 Mail.
-
If this is your first time using the program, you may see a Welcome screen. If you do, click Add Account.
-
If you don't see this screen, simply click Accounts.
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Click Add Account in the settings menu that appears on the right hand side of the screen.
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Click Advanced Setup.
-
Click Internet Email.
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Enter the following details for your email address and account:
Email address: Your iiNet email address
Username: The characters in your iiNet email address before "@iinet.net.au"
Password: Your iiNet email address password
Account name: The account name that will appear in your Windows 10 Mail app
Send your messages using this name: The name that will appear on emails you send
If your email address doesn't end in "@iinet.net.au", please see iiNet Group Email Settings.
-
Enter the following details for the Incoming and Outgoing email server and Account type:
Incoming email server: mail.iinet.net.au
Account type: IMAP4
Outgoing (SMTP) mail server: mail.iinet.net.au
We recommend IMAP4 if you use multiple devices, otherwise POP3 will work for you.
-
Tick the checkboxes next to the following:
Outgoing server requires authentication
Use the same username and password for sending emails
Require SSL for incoming emails
Require SSL for outgoing emails
-
Click Sign in and you're done!
You should now be able to select your mailbox from your list of accounts. We recommend you send a test email to and from your iiNet email address to confirm it is working. If your email is not working, please call us on 13 22 58 for a hand.
Select one of the links below to jump to a query:
Please note: From 7 November 2022 onwards we will no longer be supporting TLS versions 1.0 and 1.1 for email. TLS 1.0 and 1.1 have been around for a long time and have become outdated. The security of TLS 1.2 and TLS 1.3 is significantly higher compared to the older versions making sending and receiving emails more secure.
If you are using an older mail client or operating system on your device and if you experience any issues with sending or receiving emails, you might be affected by the discontinuation of TLS 1.0 and 1.1.
The best way to solve the issue would be by updating your mail client (Mail, Thunderbird, Outlook, etc) and operating system. We recommend checking if there are any updates for your mail client available which support TLS 1.2 or higher (ideally upgrade to the latest version). In general, it is recommended to check for updates regularly to make sure that everything works smoothly and that security options are up to date.
Recommended iiNet Group email settings
Incoming
- Protocol: IMAP
- Username: Your iiNet email address
- Password: Your iiNet email address password (forgot 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
Outgoing
- Require sign in: Yes
- Username: Your iiNet email address
- Password: Your iiNet email address password (forgot password?)
- SMTP server: mail.iinet.net.au
- Port & security type: 587 & SSL (for Apple devices) or STARTTLS/TLS (for all other devices)
- Authentication: Enabled/password
Note for Mac Mail users: If you see a pop-up advising “Mail can’t verify the identity of the server “mail.iinet.net.au”, select “Always trust “*.iinet.net.au” when connecting to “mail.iinet.net.au”, then Continue.
If the settings above do not work, please try using the alternate settings in the appendix of this guide.
Mailbox Size Limit
Mailbox quota for standard iiNet Group email addresses is 1GB. If you are over this quota, you will be notified that you need to reduce the size of your mailbox, otherwise you may have difficulty sending and receiving emails.
In order to avoid the accumulation of wasted files on the iiNet mail server, we have implemented a policy of deleting messages that have not been accessed by customers for an extended period of time.
The following table lists the current message deletion policy that is applied on the mail server:
| Email location | Time the email is kept |
| Inbox | Unread email is deleted after 12 months. Read email is never purged. |
| Trash, Junk, Spam, Unwanted | All email in folders named Trash, Junk, Spam or Unwanted is deleted after 1 month. |
| Held Messages (Spam System) | All emails are deleted after 2 weeks. |
| Other Folders | Email is never deleted from any other folders. |
Alternate email settings
iiNet Group mail servers
If your email address isn't provided by the iiNet Group, please contact your email provider.
| Email Provider | Incoming (POP/IMAP) email server | Outgoing (SMTP) email server |
| iiNet | mail.iinet.net.au | mail.iinet.net.au |
| Westnet | mail.westnet.com.au | mail.westnet.com.au |
| AAPT | mail.iinet.net.au | mail.iinet.net.au |
| Adam Internet | mail.iinet.net.au | mail.iinet.net.au |
| Echidna | mail.iinet.net.au | mail.iinet.net.au |
| Froggy | mail.iinet.net.au | mail.iinet.net.au |
| Grapevine | mail.grapevine.com.au | mail.grapevine.com.au |
| iHug | mail.iinet.net.au | mail.iinet.net.au |
| Netspace (POP) | mail.netspace.net.au OR pop.netspace.net.au OR pop3.netspace.net.au | mail.iinet.net.au OR smtp.netspace.net.au |
| Netspace (IMAP) | imap.netspace.net.au | mail.iinet.net.au |
| Octa4 (POP) | mail.octa4.net.au | mail.iinet.net.au |
| Ozemail | mail.iinet.net.au | mail.iinet.net.au |
| Powerup | mail.iinet.net.au | mail.iinet.net.au |
| SENet | mail.iinet.net.au | mail.iinet.net.au |
| Supernerd | mail.iinet.net.au | mail.iinet.net.au |
| Tassie | mail.iinet.net.au | mail.iinet.net.au |
| TransACT (Ncable) | mail.ncable.net.au | mail.ncable.net.au |
| Up'n'Away | mail.iinet.net.au | mail.iinet.net.au |
| WebOne | mail.iinet.net.au | mail.iinet.net.au |
Port settings
TLS/SSL Encrypted ports
Newer devices may feature STARTTLS instead of SSL.
| Port type | Port number to use | Enable TLS/SSL? | Requires Authentication? |
| Incoming (POP) | 995 | Yes | Yes, username and password |
| Incoming (IMAP) - Recommended | 993 (or 143 for STARTTLS) | Yes | Yes, username and password |
| Outgoing (SMTP) | 465 | Yes | Yes, username and password |
| Outgoing (SMTP roaming server) | 587* | Yes | Yes, username and password |
Unencrypted ports
These settings don't use encryption, but they can be useful during email troubleshooting.
| Port type | Port number to use | Enable TLS/SSL? | Requires Authentication? |
| Incoming (POP) | 110 | No | Yes, username and password |
| Incoming (IMAP) | 143 | No | Yes, username and password |
| Outgoing (SMTP) | 25 | No | Yes, username and password |
| Outgoing (SMTP roaming server) | 587 | No | Yes, username and password |
- Ensure that the infrared (IR) sensor on the front of your Fetch set top box is not obstructed.
- Press the Text... button on your remote.
- If no lights illuminate on the remote, the batteries are most likely dead. Replace the 2 x AA batteries.
- If the Fetch remote is working for your set top box but not your TV/DVD player, check that the Universal Codes have been set up correctly.
- Call us on 1300 701 006 for further assistance.
Select one of the links below to jump to a query:
- No power to Fetch box
- Hard Disk Drive (HDD) Health Test failed or HDD errors
- Hard Disk Drive (HDD) failed to mount
- Critical Hardware Fault error messages
- Fetch box is too hot
No power to Fetch box
- Ensure that your home is not experiencing a power outage.
- Check the fuse box at your premises for tripped circuit breakers.
- Ensure that all electrical outlets are turned on and all power cables and plugged in securely.
- If your Fetch box is plugged in via a power board or double adapter, plug it directly into an electrical outlet instead. If power returns to the Fetch box, the power board or double adaptor may be faulty.
- Try plugging your Fetch box into another electrical outlet. If the Fetch box gets power in a different electrical socket, the original electrical socket may be faulty.
- Call us on 1300 701 006 for further assistance.
Hard Disk Drive (HDD) Health Test failed or HDD errors
- Turn off the electrical outlet for your Fetch box and leave it off for at least 60 seconds.
- Turn the outlet back on and wait for the box lights to settle.
- Attempt to view a Fetch channel and see if the "Your Fetch Box Hard Disk Drive is showing errors" message appears.
- Perform a Hard Factory Reset of the Fetch box. WARNING: This will wipe all recordings and series tags etc. from the Fetch box.
- Restart your Fetch box again.
- While the Fetch box is still booting up and the loading screen is displayed on your TV, press the coloured buttons on your Fetch remote in the following order: Blue > Yellow > Green > Red. Repeat until the REM/REC light on your Fetch box starts flashing.
- The Fetch box will factory reset and restart automatically - this may take several minutes.
- Once the factory reset is complete, follow the steps in Set up Fetch TV Gen 3 set top box to set up your Fetch box again.
- After factory resetting, open the Fetch menu and select "Manage > Settings".
- Select "Diagnostics > Hard Disk Health" and wait for the Health Test to complete.
- Call us on 1300 701 006 for further assistance.
Hard Disk Drive (HDD) failed to mount
- Turn off the electrical outlet for your Fetch box and leave it off for at least 60 seconds.
- Turn the outlet back on and wait for the box lights to settle.
- Attempt to view a Fetch channel and see if the "HDD failed to mount" message appears.
- Turn off the electrical outlet for your Fetch box and leave it off for at least one hour. This may allow the HDD to fully stop and return to normal behaviour.
- Turn the outlet back on and wait for the box lights to settle.
- Attempt to view a Fetch channel and see if the "HDD failed to mount" message appears.
- Restart your Fetch box again.
- While the Fetch box is still booting up and the loading screen is displayed on your TV, press the coloured buttons on your Fetch remote in the following order: Red > Green > Yellow > Blue. Repeat until the REM/REC light on your Fetch box starts flashing.
- The Fetch box will soft factory reset and restart automatically - this may take several minutes.
- Once the factory reset is complete, follow the steps in Set up Fetch TV Gen 3 set top box to set up your Fetch box again.
- Attempt to view a Fetch channel and see if the "HDD failed to mount" message appears.
- Perform a Hard Factory Reset of the Fetch box. WARNING: This will wipe all recordings and series tags etc. from the Fetch box.
- Restart your Fetch box again.
- While the Fetch box is still booting up and the loading screen is displayed on your TV, press the coloured buttons on your Fetch remote in the following order: Blue > Yellow > Green > Red. Repeat until the REM/REC light on your Fetch box starts flashing.
- The Fetch box will factory reset and restart automatically - this may take several minutes.
- Once the factory reset is complete, follow the steps in Set up Fetch TV Gen 3 set top box to set up your Fetch box again.
- After factory resetting, open the Fetch menu and select "Manage > Settings".
- Select "Diagnostics > Hard Disk Health" and wait for the Health Test to complete.
- Call us on 1300 701 006 for further assistance.
Critical Hardware Fault error messages
Note: When a Critical Hardware Fault occurs, the Fetch box will restart automatically within 30 minutes.
- Turn off the electrical outlet for your Fetch box and leave it off for at least 60 seconds.
- Turn the outlet back on and wait for the box lights to settle.
- Attempt to view a Fetch channel and see if the "Critical Hardware Fault" message appears.
- Perform a Hard Factory Reset of the Fetch box. WARNING: This will wipe all recordings and series tags etc. from the Fetch box.
- Restart your Fetch box again.
- While the Fetch box is still booting up and the loading screen is displayed on your TV, press the coloured buttons on your Fetch remote in the following order: Blue > Yellow > Green > Red. Repeat until the REM/REC light on your Fetch box starts flashing.
- The Fetch box will factory reset and restart automatically - this may take several minutes.
- Once the factory reset is complete, follow the steps in Set up Fetch TV Gen 3 set top box to set up your Fetch box again.
- Call us on 1300 701 006 for further assistance.
Fetch box is too hot
Note: If the Fetch box's CPU starts to overheat (105°C), you'll see a "Fetch box is too hot" message. At 110°C, another message will appear with a countdown to automatic shut down.
- Ensure there's sufficient air flow (roughly 5cm) around the Fetch box to prevent overheating.
- Ensure that nothing is blocking the ventilation slots on the Fetch box.
- Fetch boxes should not be packed in with other electrical devices, nor exposed to direct sunlight or other sources of heat.
- Turn off the electrical outlet for your Fetch box and leave it off for at least 10 minutes to allow the CPU to cool.
- Turn the outlet back on and wait for the box lights to settle.
- If the box overheats regularly despite suitable ventilation and air flow, this may indicate a hardware fault.
- Call us on 1300 701 006 for further assistance.
- Visit our Network Status page to see if any known issues in your area are affecting your internet connection.
- Run a speed test. If your result is lower than 3Mbps please call our Support Team on 13 22 58.
- If you see a “Bandwidth Low: Multiple Sources are attempting to use your internet bandwidth…” message, see Troubleshooting Fetch Bandwidth Low.
- Ensure your Fetch set top box is properly connected to your modem:
- WiFi and Wireless Bridge: See Improving WiFi signal strength.
- Ethernet cable: Confirm cable is plugged in securely and not damaged.
- Power Line Adapter: Plug units directly into an electrical socket instead of a power board or double adapter. - Attempt to view a Fetch channel and check for stuttering.
- Turn off the electrical outlets for both devices and leave them off for at least 60 seconds.
- Turn both outlets back on and wait for the box and modem lights to settle.
- Attempt to view a Fetch channel and check for stuttering.
- Call us on 1300 701 006 for further assistance.
- Ensure that your TV antenna is connected correctly to your set top box.
- Ensure cables are plugged in securely and undamaged.
- Attempt to view a Free to Air channel.
- Open the Fetch menu and select the Gear icon, then select Channels.
- Select Full Channel Scan. You may need to enter your Parental PIN before you can proceed (the default PIN is 0000).
- Attempt to view a Free to Air channel.
- Unplug your antenna cable from the Fetch box and connect it directly to your TV.
- Perform a channel scan on your TV (not through the Fetch set top box). If you're not sure how to do this, please check the user guide or the TV manufacturer's website for support information.
- Attempt to view a Free to Air channel through your TV. If you can’t, your TV antenna may need to be repaired, particularly if severe weather has caused damage to your roof.
- Call us on 1300 701 006 for further assistance.