• Appendix - Where to plug in your handset for nbn® Phone & Netphone
• Smart Modem Gateway (VX420-G2H) or VX420-G2V Modem
• TP-Link VR1600v
• TG-1 or TG-789 Broadband Gateway
• Huawei HG658
• NetComm NB16WV-02
• Budii Lite or Budii
• BoB2 or BoB Lite

Smart Modem Gateway (VX420-G2H) or VX420-G2V Modem

Handsets must be plugged into the green PHONE port:

 

TP-Link VR1600v

Handsets must be plugged into the Phone 1 port:

 

TG-1 or TG-789 Broadband Gateway

Handsets must be plugged into the green Netphone port:

 

Huawei HG658

Handsets must be plugged into the grey Phone1 port:

 

NetComm NB16WV-02

Handsets must be plugged into the grey Phone port:

 

Budii Lite or Budii

Handsets must be plugged into the black Netphone port:

 

BoB2 or BoB Lite

Handsets must be plugged into the green Phone port:

• CLID Blocking
• Call Barring
• Call Forwarding Always, Busy and No Answer
• Call Forwarding Selective
• Call Waiting
• Do Not Disturb
• Voice Mail
• Setup
• Accessing voice mail
• Call Return
• 3 Way Call
• Music on Hold
• Sequential Ring
• Simultaneous Ring

CLID Blocking

CLID Blocking (Calling Line ID Blocking) blocks your phone number from being displayed to the person you’re calling. It is disabled by default.

1. Log in to Toolbox.
2. Select My Products from the top menu bar and then select Phone. If you have multiple phone services, you may need to select the relevant phone number from the Product drop-down menu in the upper right-hand corner.
3. Select Configure netphone from the left-hand column.
4. CLID Blocking can be enabled by setting its toggle switch to ON and then clicking Submit.
5. While CLID Blocking is enabled, you can disable it for a single call by dialing *65 before the number you’re calling.

Call Barring

Call Barring blocks specific types of calls from being made using your phone service. It is disabled by default, but the following barring types are available:

Barring type	Can’t call:
Disabled (no call barring)	Premium 19/1900 numbers, HRI*
International	Premium 19/1900 numbers, HRI*
Local	National, Mobile, International, Special services, Premium 19/1900 numbers, HRI*
National	International, Premium 19/1900 numbers, HRI*
National & Mobile	Mobile, International, Premium 19/1900 numbers, HRI*

* HRI (High risk international): If you want to get high risk international numbers unbarred, please call us on 13 22 58.

1. Log in to Toolbox.
2. Select My Products from the top menu bar and then select Phone. If you have multiple phone services, you may need to select the relevant phone number from the Product drop-down menu in the upper right-hand corner.
3. Select Configure netphone from the left-hand column.
4. Call Barring can be enabled by setting its toggle switch to ON. Select the type of barring you want from the drop-down menu, and then click Submit. 
   

Call Forwarding Always, Busy and No Answer

1. Log in to Toolbox.
2. Select My Products from the top menu bar and then select Phone. If you have multiple phone services, you may need to select the relevant phone number from the Product drop-down menu in the upper right-hand corner.
3. Select Configure netphone from the left-hand column.
4. Open your Call Forwarding options by setting its toggle switch to ON. You then have the following options:
   - Always forward calls
   - When busy, forward calls
   - When unanswered, forward calls
5. Simply enter a destination phone number in the text box next to the desired option. Leaving a text block blank will keep that type of call forwarding disabled.
6. Click Submit to save your settings. 
   

Call Forwarding Selective

1. Log in to Toolbox.
2. Select My Products from the top menu bar and then select Phone. If you have multiple phone services, you may need to select the relevant phone number from the Product drop-down menu in the upper right-hand corner.
3. Select Configure netphone from the left-hand column.
4. Open your Call Forwarding options by setting its toggle switch to ON.
5. You'll see Selective call forwarding at the bottom of the box. This feature will immediately forward all calls from up to 2 phone numbers to a different phone number.
6. Click Show Options to expand the Selective call forwarding options. 
   
7. Enter the phone numbers in the Phone 1 and Phone 2 text boxes.
8. Enter the destination phone number in the Selectively forward to text box.
9. Click Submit to save your changes. 

Call Waiting

If someone calls your phone number while you’re on a call, Call Waiting allows you to put someone on hold. Call Waiting is disabled by default.

1. Log in to Toolbox.
2. Select My Products from the top menu bar and then select Phone. If you have multiple phone services, you may need to select the relevant phone number from the Product drop-down menu in the upper right-hand corner.
3. Select Configure netphone from the left-hand column.
4. Call Waiting can be enabled by setting its toggle switch to ON and then clicking Submit.
5. When Call Waiting is enabled, you’ll hear a tone when there is a call waiting. To switch back and forth between the two calls, press the CALL button on your handset and then dial 2.
6. To hang up on the person you’re currently speaking to and switch to the other caller, press the CALL button on your handset and then dial 1.

Do Not Disturb

When Do Not Disturb is enabled, all incoming calls will be immediately forwarded to voice mail. If no voice mail is set up, then callers will hear a busy tone. It is disabled by default.

1. Log in to Toolbox.
2. Select My Products from the top menu bar and then select Phone. If you have multiple phone services, you may need to select the relevant phone number from the Product drop-down menu in the upper right-hand corner.
3. Select Configure netphone from the left-hand column.
4. Do Not Disturb can be enabled by setting its toggle switch to ON, and then clicking Submit.

Voice Mail

Setup

1. Log in to Toolbox.
2. Click My Products in the top menu bar and then select Phone.
3. If you have multiple phone services, you may need to make sure the right number is selected from the Product drop-down menu.
4. Select Configure netphone from the left-hand column.
5. Make sure that the Voice mail toggle switch is set to ON. If you'd prefer to disable voice mail, set this switch to OFF.
6. The default voice mail PIN is 0000. To change this, type a new 4-digit PIN in the text box next to Voice mail PIN.
7. Select the Ring length before diverting to voice mail from the drop-down menu (25, 35 or 45 seconds).
8. You can also choose to forward or copy your voice mail to an email addresses by setting Voice mail forwarding to ON and entering an email address.

   - Forward will deliver your voice mail to the nominated email address as a .wav sound file. It will not leave a copy in your voice mail box.
   - Copy will send a .wav sound file to your email address, but it will also leave a copy in your voice mail box.

9. Click Submit to save your changes. It may take up to 1 hour for your changes to come into effect. 
   

Accessing voice mail

1. When you have new voice mail messages, you’ll hear a stuttered tone instead of the normal dial tone when you lift your VoIP handset.
2. To listen to your voice mail using your VoIP handset, dial 101 and then enter your voice mail PIN using the keypad.
3. If you’re using a different phone service to retrieve voice mail left for your VoIP service, call the appropriate number for the state you’re in. Please note that this option is not available in the Northern Territory - please see step 2.

   State	Voice mail number
   ACT	02 6104 9000
   NSW	02 9029 0000
   TAS	03 6294 6000
   VIC	03 9029 0000
   QLD	07 3122 0000
   WA	08 6262 0000
   SA	08 7122 0000

4. Following the prompts, you’ll need to enter your VoIP number and then your voice mail PIN using the keypad.

Call Return

Call Return is a standard feature that does not need to be enabled or disabled. When used, it will dial the last number that called your phone number (it doesn’t matter if the call was answered or not).

1. To use call return, dial *69 on your handset. Standard call costs apply.

3 Way Call

3 Way Call is a standard feature that does not need to be enabled or disabled. It allows you to talk to 2 callers at the same time (conference call).

1. To make a 3 way call, call one of the of the participants. When the call is answered, press the CALL button on your handset and dial the number of the other participant.
2. Press the CALL button again and then dial 3 to begin the 3 way call. Standard call costs apply.

Music on Hold

Music on hold allows you to set different types of music for your callers to listen to while they are on hold. Music choices include classical, rock, pop, jazz and dance.

1. Log in to Toolbox.
2. Select My Products from the top menu bar and then select Phone. If you have multiple phone services, you may need to select your Netphone number from the Product drop-down menu in the upper right-hand corner.
3. Select Configure netphone from the left-hand column.
4. Scroll down to the Add ons heading to see your optional features.
5. You can enable Music on Hold by setting its toggle switch to ON and then clicking Submit.
6. Once Music on Hold is enabled, you can select the type of music to use by clicking show options.
7. Select the type of music from the drop-down menu. If you accept the feature cost of $1.95 per month, click Submit.

Sequential Ring

If a call to your VoIP number is not answered, Sequential Ring will forward the call to up to 3 other phone numbers in the order you’ve specified. Standard VoIP call costs apply to answered calls that were forwarded by Sequential Ring.

Sequential Ring cannot be enabled at the same time as Simultaneous Ring.

1. Log in to Toolbox.
2. Select My Products from the top menu bar and then select Phone. If you have multiple phone services, you may need to select your Netphone number from the Product drop-down menu in the upper right-hand corner.
3. Select Configure netphone from the left-hand column.
4. Scroll down to the Add ons heading to see your optional features.
5. You can enable Sequential Ring by setting the Multiple Rings toggle switch to ON. Select Sequential from the drop-down menu and then click Submit. 
   
6. Once Sequential Ring is enabled, you can enter the destination phone numbers in the text boxes (in the order desired). If you accept the feature cost of $1.95 per month, click Submit to save your changes.

Simultaneous Ring

If a call to your VoIP number is not answered, Simultaneous Ring will forward the call to up to 3 other phone numbers at the same time. The first number to answer will take the call. Standard VoIP call costs apply to answered calls that were forwarded by Simultaneous Ring.

Simultaneous Ring cannot be enabled at the same time as Sequential Ring.

1. Log in to Toolbox.
2. Select My Products from the top menu bar and then select Phone. If you have multiple phone services, you may need to select your Netphone number from the Product drop-down menu in the upper right-hand corner.
3. Select Configure netphone from the left-hand column.
4. Scroll down to the Add ons heading to see your optional features.
5. You can enable Simultaneous Ring by setting the Multiple Rings toggle switch to ON. Select Simultaneous from the drop-down menu and then click Submit. 
   
6. Once Simultaneous Ring is enabled, you can enter the destination phone numbers in the text boxes. If you accept the feature cost of $1.95 per month, click Submit to save your changes.

• Important facts about International Roaming
• Alternatives to International Roaming
• How to turn on International Roaming
• How to turn off International Roaming
• Using your mobile service while roaming
• Data charges while roaming
• Making international calls (including to Australia) while roaming
• Making local calls while roaming
• Calling an International Roaming customer from within Australia
• Calling an Australian International Roaming customer while outside of Australia
• Call rate increments while roaming
• Sending and receiving SMS while roaming
• Accessing voice mail while roaming
• View International Roaming usage in My Account
• How can I get help while I’m overseas?

Important facts about International Roaming

• International roaming is available to all iiNet customers from 29 November 2023. This has been turned on by default on all Mobile services sold after this date. If you’re an existing customer, you can switch this on in your Toolbox. See How to turn on International Roaming.
• If you need to turn on International Roaming after leaving Australia, please call us on +61 8 9214 2222 from any phone. You can’t turn on International Roaming through Toolbox if you have already departed Australia.
• Using your mobile phone overseas is expensive. In addition to higher call, SMS/MMS and data rates, you're also charged for receiving calls and MMS (picture/video) messages. Data, call and SMS/MMS rates vary depending on your location. Check specific roaming rates.
• All roaming usage will be charged to your Prepaid Balance, on a Pay As You Go basis, in addition to your monthly plan fee. If your Prepaid Balance is insufficient for a particular roaming charge, then that usage will be unavailable until you top up your Prepaid Balance.
• All calls, SMS/MMS and data charges (including social media use) while roaming are not included in your monthly call/SMS/MMS/data allowances.
• While roaming, your mobile usage details may take up to 48 hours to reach iiNet, meaning you won't see up-to-date usage information in Toolbox.
• International roaming rates and charges are subject to change. Always refer to the rates on https://www.iinet.net.au/mobile/intlroaming before leaving Australia for the most up-to-date rates and charges.
• Mobile service while roaming is subject to network availability, individual device capabilities and limitations of overseas networks. Roaming may not be available in some countries.
• You are responsible for all charges accrued by use of your service while overseas, just like you are when you’re in Australia.
• Some mobile handsets may use frequencies that are not compatible with certain overseas networks.
• Network quality, coverage and capability can vary greatly from country to country. Some overseas networks may not have data, SMS/MMS, and/or call functionality.
• For these reasons, we don’t recommend that you use International Roaming where there are alternatives.

 

Alternatives to International Roaming

Local SIM

If your mobile phone is unlocked to all networks, you can purchase a SIM from a local mobile provider when you arrive at your destination.

Travel SIM

Travel SIMs may also offer good value and may allow you to pay with Australian Dollars as well. Make sure you will be able to receive your Travel SIM before you leave Australia if you purchase online.

WiFi

If you connect to a local WiFi network, you can access the internet without using your mobile data. To prevent mobile data use, you should disable Roaming and mobile data in your mobile phone settings, so the internet can only be accessed while connected to a WiFi network. If you have a smartphone, applications such as Skype and WhatsApp can be used to make calls and send messages using the WiFi network.

 

How to turn on International Roaming

International Roaming is turned on by default on all iiNet Mobile services sold after 29 November 2023. For all services purchased before this date, please follow the steps below.

Important: If International roaming is turned off on your iiNet Mobile service, you can only turn it back on through Toolbox while still in Australia. If you need to turn on International Roaming after leaving Australia, please call us on +61 8 9214 2222 from any phone.

1. Make sure that you read and understand the charges and rates applicable in your destination country.

2. Log in to Toolbox.

3. Under the Mobile Service, select Settings

4. Set the International Roaming ON/OFF switch to ON.

   

5. Select Enable International Roaming.

   

6. Once Pay As You Go International Roaming is enabled, you will receive an email and SMS. You can top up your mobile prepaid balance in Toolbox.

 

How to turn off International Roaming

Note: If you can't log into Toolbox and you need to turn off International Roaming, please call us on +61 8 9214 2222 from any phone.

1. Log in to Toolbox.

2. Under the Mobile Service, select Settings,

3. Set the International Roaming ON/OFF switch to OFF.

   

4. If the Pay As You Go International Roaming is disabled, you will receive an email and SMS.

 

Using your mobile service while roaming

• Once you arrive at your destination, turn on your mobile device. Ensure roaming is switched on in your device settings.

• If you have roaming activated on your account, most devices will automatically connect to a compatible network. If this is successful, you’ll see the network name on your device status bar.

• If you're unable to connect to a network, try turning off your phone or doing a hard reset to see if it finds a network.

• If no network displays, you’ll need to manually select a network (carrier). Please check the user manual for your mobile handset for instructions on how to do this. Note that not all carriers shown will be available for roaming usage.

• You will not be charged if you do not answer an incoming call.

• You will not be charged for receiving SMS.

 

Data charges while roaming

All data is charged in 10kB increments. A data session starts when you begin internet activity, either directly or indirectly* on your mobile device, and ends when your data connection is lost. A data connection is lost when:

• you turn your mobile device off;
• turn your data connection off;
• switch to flight mode;
• when you lose network reception; or
• your mobile device has not sent or received data for a period of time.

Charges	Zone 1	Zone 2	Zone 3
Data	$0.50 per MB (charged per 10kB)	$0.50 per MB (charged per 10kB)	$0.50 per MB (charged per 10kB)

Making international calls (including to Australia) while roaming

When dialling, use the international access prefix (+), followed by the country code and then the number you’d like to call. The county code for Australia is +61, which would replace the “0” in a call made within Australia.

For example, “08 1234 5678” would need to be dialled as “+618 1234 5678”.

Making local calls while roaming

Dial the number as it is found locally, including any local area codes.

Calling an International Roaming customer from within Australia

If you are in Australia and you’re calling a mobile phone number that is roaming overseas, there is no need to change the way you would dial their number. You will be charged standard mobile phone call rates.

Calling an Australian International Roaming customer while outside of Australia

When dialling, replace the first “0” with the Australian international access code +61. For example, “04 1234 5678” would need to be dialled as “+614 1234 5678”.

Call rate increments while roaming

While roaming, the following call types are all charged in 60-second increments, with a minimum charge of 60 seconds:

• Calling Australia while roaming, including another Australian mobile phone number. 
• Making a local call.
• Making an international call whilst roaming.
• Receiving a call (this covers the cost of re-routing the call from Australia to the country you are currently in).
• Call rates vary depending on the Zone of the country you are roaming in. A list of countries and their Zones can be found HERE.

Charges	Zone 1	Zone 2	Zone 3
Make and receive a call (per minute) ^	$1.00	$2.00	$4.00
Access Voice Mail 121 or +61 414 121 121 (per minute)	$1.00	$2.00	$4.00
Call iiNet support +61 8 9214 2222 (per minute)	$0.00	$0.00	$0.00

Sending and receiving SMS while roaming

• There are no charges for receiving an SMS while overseas.
• Sending an SMS to any mobile number while roaming will charge depending on the Zone (location) you are in. 

Charges	Zone 1	Zone 2	Zone 3
Sending an SMS to an AU mobile number	$0.50	$1.00	$1.00
Sending an SMS to a non-AU number	$0.50	$1.00	$1.00
Receive SMS	$0.00	$0.00	$0.00
MMS to an AU number	Standard Domestic MMS rate + $0.50 per MB	Standard Domestic MMS rate + $1.00 per MB	Standard Domestic MMS rate + $15.50 per MB
MMS to a non-AU number	Standard International MMS rate + $0.50 per MB	Standard International MMS rate + $1.00 per MB	Standard International MMS rate + $15.50 per MB

Accessing voice mail while roaming

• To access voice mail from an overseas landline, dial +61414121121 and follow the prompts to enter your full mobile number and voice mail PIN.

 

View International Roaming usage in My Account

Note: It may take up to 48 hours for international roaming usage to be shown in Toolbox.

To view your call and SMS/MMS usage:

1. Log in to Toolbox.

2. Select Mobile Usage

3. Select Data to view a breakdown of your mobile data usage.

4. Select Talk & Text to view your calls and text history, and the amount charged to your Prepaid Balance.

 

How can I get help while I’m overseas?

You can contact our team while you’re away by calling +61 8 9214 2222.

• Can't make or receive calls
• Can’t make International calls
• Can’t make premiums calls
• "Line 2" Error message

Can't make or receive calls

1. iiNet Mobile operates on the Vodafone network. Check for any network maintenance or upgrade in your area on the Vodafone website.
2. Make sure you are inside the network coverage area.
3. Certain locations may prevent a mobile signal, such as basements, underground tunnels, or large shopping centres. Attempt to make a call while outside and/or above ground level.
4. Ensure your mobile phone has power. Depleted batteries may require charging.
5. Make sure that Flight Mode or Airplane Mode is turned off:
    
   - On Android phones, use two fingers to swipe down from the top of the screen and then tap the Flight Mode icon to turn it on or off.
   
   
   - On iPhones, swipe down from the top right of the screen and then tap the Airplane Mode icon to turn it on or off.
   

6. Make sure that Do Not Disturb mode is turned off:
    
   - On Android phones, please follow this guide from Google Support.

   - On iPhones, please follow this guide from Apple Support.

7. If you suspect your phone is faulty due to age and/or wear and tear, we recommend getting another phone for troubleshooting.
8. If your phone displays an error message like "No Network", "No Service" or "Select Network", follow this guide to manually select your carrier.
9. Log into Toolbox and make sure that Call Barring is turned off by following this guide.
10. Attempt to make a call.
11. Power cycle your mobile phone by turning it off for two minutes and then turning it on again.
12. Wait for your phone to reboot, and then check your signal strength.
13. Attempt to make a call.
14. If you still can’t make calls, please use an alternate phone service to call us on 13 22 58 for further assistance. If you don’t have access to a working phone service, please contact us via Live Chat on the iiNet website.

Can’t make International calls

If you can make local or Standard National calls but can’t call International numbers, try these steps:

1. Log into Toolbox and make sure that Call Barring for Bar All Outgoing International Calls is turned off by following this guide.
2. Confirm that the number you’re calling isn’t for a High Risk Calling Destination. If you need to call these destinations, please call us on 13 22 58.
3. Some iiNet Mobile plans have a monthly quota for International Minutes, or only include International calls for select destinations.
   
   - You can check your International Minutes in Toolbox by selecting Mobile Usage.
    
   - If you’ve used all your International Minutes or you’re trying to call a destination that isn’t included on your iiNet Mobile plan, you can Top up your Prepaid Balance to make the call. The applicable call rates can be found on the iiNet website.

Can’t make premiums calls

Calls to premium rate numbers (e.g. beginning with 19, 1900, 1901 or 1902) are not available on iiNet Mobile. There is no way to enable these calls.

"Line 2" Error message

Line 2 is a feature like Call Waiting that is used by some international networks, but does not function in Australia and will prevent outbound calls.

To disable Line 2, hold down the hash/pound key (#) on your handset until a message like “Change Phone Line” comes up on the screen, and then select OK. If this doesn’t work, you may need to check your phone’s user manual for alternate instructions.