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Confirm that WiFi is not disabled on your device. Some laptops have a switch or button to turn WiFi ability on or off. Smartphones and tablets will have this switch located in the “WiFi” or “Connections” section of their settings.
Confirm that WiFi is not disabled on your modem. Some modems also have a button to quickly turn WiFi broadcasting on/off.
Ensure you have the correct password to connect to your WiFi network. The default WiFi network name (SSID) and password can be found on the modem's barcode sticker, e.g:

Note: If you have an iiNet Huawei 532d modem, the default WiFi password will change to "a1b2c3d4e5" after factory resetting.
If your WiFi network isn't showing up on your device, or you have a custom WiFi password that you've forgotten, follow this guide to check your basic WiFi settings on modems supplied by iiNet.

Note: If you have a third party modem, please check the manufacturer's website for support information.
Stand next to your modem to rule out any WiFi signal issues. Move further away and monitor the WiFi signal strength.
If you lose your WiFi connection in certain parts of your home, see our guide on improving WiFi signals.
If possible, try connecting to the WiFi using a different device. If some devices can connect but others can't, the devices that can't connect may have a faulty wireless adapter. If you suspect this is the case, seek replacement or repair.
Windows users only: Performing a winsock reset may resolve an issue with a wireless adapter.
Call us on 13 22 58 for further assistance with an iiNet modem. If you have a non-iiNet supplied modem, please refer to the manufacturer's website.

A typical indoor WiFi signal has a range of 30 metres, but this is reduced by walls and other obstacles between devices and your modem.

Ensure your modem is in a clear, central location in your home, on a desk or shelf.
Place your modem away from any indoor plants or metal objects.
Switch to 5GHz WiFi (the WiFi network with "5G" at the end) for better WiFi speed and to reduce interference from microwaves, baby monitors and other devices which use 2.4GHz WiFi.

You'll find the default 5GHz WiFi network name and password printed on your modem's barcode sticker, e.g:

Please note: If you have an iiNet Smart Modem Gateway or 5G Modem, the band steering feature will ensure that your devices automatically connect to the 5GHz whenever possible.
If you don’t have an iiNet supplied modem, check the user manual or manufacturer's website for support information.
If you have a larger home, consider further hardware options such as:
- A WiFi extender;
- A wireless mesh networking system;
- Ethernet cabling.

On your desktop, click the Network icon in bottom right-hand corner of your screen. This will bring up a list of available connections.
Find the name (SSID) of your WiFi network and click on it.

Note: If your WiFi network isn't showing up on your device, follow this guide to check your basic WiFi settings on modems supplied by iiNet. If you have a third party modem, please check the manufacturer's website for support information.
Ensure Connect Automatically is ticked and then click Connect.
Enter your WiFi password.
Click OK to finish. Your computer should remember your password for you from now on.

This guide applies to non-NBN™ Fibre to the Home (FTTH) services such as OptiComm or RedTrain.

Visit our Network Status page to see if any known issues in your area are affecting your connection.
Locate your modem and ensure that it's connected correctly. Setup guides are available here.
Check that all cables are in good condition and plugged in securely, without any kinks.
Locate your FTTH Connection Box. This is most commonly installed indoors on the inside of an outer wall of the premises, sometimes in the garage. Some older installations may be in an outdoor cabinet on an exterior wall of the premises. Examples can be found in the appendix of this guide.
Locate the Connection Box's power button or electrical outlet and turn it off for at least 10 seconds.
Note: If an outdoor Connection Box has no apparent power button or switch, skip this step.
Turn off the electrical outlet for your modem and leave it off for at least 10 seconds.
Turn the outlet back on and wait for the modem lights to settle.
Attempt to view a website.
Attempt to view a website on other devices connected to your modem via WiFi or Ethernet cable.
If your device is connected via WiFi, stand next to your modem to rule out any WiFi signal issues.
If you can view websites on devices connected via Ethernet cable but not on WiFi, switch to troubleshooting WiFi No Connection.
If you lose your WiFi connection in certain parts of your home, see our guide on improving WiFi signals.
If you can view websites on some devices but not others, see our guide on Browsing issues.
Call us on 13 22 58 for further assistance.

Appendix - FTTH Connection Box examples

ALLOPTIC home 4000

NEC ME200

Huawei HG8247

Dasan H690R

This guide applies to non-NBN™ Fibre to the Home (FTTH) services such as OptiComm or RedTrain.

Visit our Network Status page to see any known issues in your area that may be affecting your service speed.
Locate your FTTH Connection Box. This is commonly installed indoors on the inside of an outer wall of the premises, sometimes in the garage. Some older installations may be in an outdoors cabinet on an exterior wall. Examples can be found in the appendix of this guide.
Locate the Connection Box's power button or electrical outlet and turn it off for at least 10 seconds.
Note: If an outdoor Connection Box has no apparent power button or switch, skip this step.
Turn off your modem and leave it off for at least 10 seconds.
Turn your Connection Box and/or modem back on and await for the modem lights to settle.
Run a speed test.
If you're testing your speed on a device connected to your modem via WiFi, stand next to your modem and to run a speed test to rule out any WiFi signal issues.
Connect to your modem’s 5GHz WiFi instead of the slower 2.4GHz WiFi network. If your modem has 5GHz WiFi, you’ll find the default 5GHz WiFi name and password on its barcode sticker.
If your speed has improved, or slow speeds occur on WiFi devices but not devices connected via Ethernet cable, then see our guide on improving WiFi signals.
Unplug all other devices connected to your modem's Ethernet ports (except the device you are testing, if applicable).
Turn off or disconnect all other devices connected to your modem's WiFi (except the device you are testing, if applicable).
On the device you are testing, close all programs that are using your broadband connection.
Run a speed test.
If your speed has improved on a single device, you may be running more devices/programs than your connection can handle. Some programs may be set to open in the background as soon as the computer restarts, so we recommend that Windows users check the Task Manager (press CTRL+ALT+DELETE on the keyboard to open) and Mac OSX users check the Dock at the bottom of the screen and close any of these programs if they are running.
Check that all cables connected to your modem are in good condition and plugged in securely, without any kinks.
The type of Ethernet should be printed on the length of the cable. Older Cat5 Ethernet cables are not recommended - Cat5e or Cat6 is ideal.
Any damaged or outdated cables should be replaced.
Run a speed test.
Make sure your antivirus/anti-malware software is up to date, and perform a scan on any devices that are running slowly.
If any infections are detected, make sure they are quarantined and removed. Please contact your software’s Customer Support if you need assistance.
Firewalls may affect broadband performance. Temporarily disable any firewalls and run a speed test.
Call us on 13 22 58 for further assistance.

Appendix - FTTH Connection Box examples

ALLOPTIC home 4000

NEC ME200

Huawei HG8247

Dasan H690R

Select your modem to get started:

	Smart Modem Gateway (VX420-G2H)
	VX220-G2V Modem
	VX420-G2V Modem
	TP-Link VR1600v
	TG-789 Broadband Gateway
	FTTH Connection Box examples

Note: If you have an old modem that you don't want to keep, please consider eWaste recycling facilities that may be offered by your local council.

Smart Modem Gateway (VX420-G2H)

Follow the instructions below to set up your iiNet FTTH (Fibre to the Home) services such as OptiComm or RedTrain.

First, ensure you have:

A message from us advising you to plug in your modem.
An electrical outlet near your FTTH Connection Box.

Connect the power cable from your modem's Power Port to an electrical outlet.
Connect the included Ethernet cable from the blue WAN port on your modem to the LAN1 or Ethernet 1 port on your FTTH Connection Box. Examples of connection boxes can be found here.
Make sure the electrical outlet for your modem is on, and press the modem's Power button.
To plug in additional devices via Ethernet cable, simply connect the Ethernet cables to any of the four yellow LAN ports on your modem.
If you wish to use your iiNet Netphone service, plug a compatible handset into the green Phone port on your modem.
If you wish to connect your devices via WiFi, you'll find the WiFi name and password on the barcode sticker on the back of your modem.
Next, it's time to configure your modem settings. On a device that's connected to your modem via Ethernet or WiFi, visit http://192.168.1.1.
Log in with the default username admin and default password admin, or use your custom login details.
Select Internet.
Enter the following settings:

Username: Your FTTH broadband username (this can be found in emails about your FTTH order)
Password: Your FTTH broadband password (please use our password reset tool if you've forgotten your password)
Confirm Password: Your FTTH broadband password
Hit Save to finish and allow up to 5 minutes for the new settings to apply.
Check the lights on your modem. If the Internet light is green, you're online!

We recommend connecting over the 5GHz WiFi channel for faster performance. See Improving WiFi Signal.

VX220-G2V Modem

Follow the instructions below to set up your iiNet FTTH (Fibre to the Home) services such as OptiComm or RedTrain.

First, ensure you have:

A message from us advising you to plug in your modem.
An electrical outlet near your FTTH Connection Box.

Connect the power cable from your modem's Power Port to an electrical outlet.
Connect the included Ethernet cable from the blue WAN port on your modem to the LAN1 or Ethernet 1 port on your FTTH Connection Box. Examples of connection boxes can be found here.
Make sure the electrical outlet for your modem is on, and press the modem's Power button.
To plug in additional devices via Ethernet cable, simply connect the Ethernet cables to any of the four yellow LAN ports on your modem.
If you wish to use your iiNet Netphone service, plug a compatible handset into the green Phone port on your modem.
If you wish to connect your devices via WiFi, you'll find the WiFi name and password on the barcode sticker on the back of your modem.
Next, it's time to configure your modem settings. On a device that's connected to your modem via Ethernet or WiFi, visit http://192.168.1.1.
Log in with the unique default password found on your modem's barcode sticker, or use your custom password.
Select Internet.
Enter the following settings:

Username: Your FTTH broadband username (this can be found in emails about your FTTH order)
Password: Your FTTH broadband password (please use our password reset tool if you've forgotten your password)
Confirm Password: Your FTTH broadband password
Hit Save to finish and allow up to 5 minutes for the new settings to apply.
Check the lights on your modem. If the Internet light is blue, you're online!

We recommend connecting over the 5GHz WiFi channel for faster performance. See Improving WiFi Signal.

VX420-G2V Modem

Follow the instructions below to set up your iiNet FTTH (Fibre to the Home) services such as OptiComm or RedTrain.

First, ensure you have:

A message from us advising you to plug in your modem.
An electrical outlet near your FTTH Connection Box.

Connect the power cable from your modem's Power Port to an electrical outlet.
Connect the included Ethernet cable from the blue WAN port on your modem to the LAN1 or Ethernet 1 port on your FTTH Connection Box. Examples of connection boxes can be found here.
Make sure the electrical outlet for your modem is on, and press the modem's Power button.
To plug in additional devices via Ethernet cable, simply connect the Ethernet cables to any of the four yellow LAN ports on your modem.
If you wish to use your iiNet Netphone service, plug a compatible handset into the green Phone port on your modem.
If you wish to connect your devices via WiFi, you'll find the WiFi name and password on the barcode sticker on the back of your modem.
Next, it's time to configure your modem settings. On a device that's connected to your modem via Ethernet or WiFi, visit http://192.168.1.1.
Log in with the default username admin and default password admin, or use your custom login details.
Select Internet.
Enter the following settings:

Username: Your FTTH broadband username (this can be found in emails about your FTTH order)
Password: Your FTTH broadband password (please use our password reset tool if you've forgotten your password)
Confirm Password: Your FTTH broadband password
Hit Save to finish and allow up to 5 minutes for the new settings to apply.
Check the lights on your modem. If the Internet light is green, you're online!

We recommend connecting over the 5GHz WiFi channel for faster performance. See Improving WiFi Signal.

TP-Link VR1600v

Follow the instructions below to set up your iiNet FTTH (Fibre to the Home) services such as OptiComm or RedTrain.

First, ensure you have:

A message from us advising you to plug in your modem.
An electrical outlet near your FTTH Connection Box.

Connect the power cable from your modem's Power Port to an electrical outlet.
Connect the included Ethernet cable from the blue WAN port on your modem to the LAN1 or Ethernet 1 port on your FTTH Connection Box. Examples of connection boxes can be found here.
Make sure the electrical outlet for your modem is on, and press the modem's Power button.
To plug in additional devices via Ethernet cable, simply connect the Ethernet cables to any of the four yellow LAN ports on your modem.
If you wish to use your iiNet Netphone service, plug a compatible handset into the grey Phone1 port on your modem.
If you wish to connect your devices via WiFi, you'll find the WiFi name and password on the barcode sticker on the back of your modem.
Next, it's time to configure your modem settings. On a device that's connected to your modem via Ethernet or WiFi, visit http://192.168.1.1.
Log in with the default username admin and default password admin, or use your custom login details.
Select PPPoE.
Enter the following settings:

Username: Your FTTH broadband username (this can be found in emails about your FTTH order)
Password: Your FTTH broadband password (please use our password reset tool if you've forgotten your password)
Confirm Password: Your FTTH broadband password
Hit Save to finish and allow up to 5 minutes for the new settings to apply.
Check the lights on your modem. If the Internet light is green, you're online!

We recommend connecting over the 5GHz WiFi channel for faster performance. See Improving WiFi Signal.

TG-789 Broadband Gateway

Follow the instructions below to set up your iiNet FTTH (Fibre to the Home) services such as OptiComm or RedTrain.

First, ensure you have:

A message from us advising you to plug in your modem.
An electrical outlet near your FTTH Connection Box.

Connect the power cable from your modem's Power Port to an electrical outlet.
Connect the included Ethernet cable from the red WAN port on your modem to the LAN1 or Ethernet 1 port on your FTTH Connection Box. Examples of connection boxes can be found here.
Make sure the electrical outlet for your modem is on, and press the modem's Power button.
Allow 15 minutes for your modem to boot up and connect automatically.
Check the lights on your modem. If the Internet light is green, you can start connecting your devices and getting online.
To plug in additional devices via Ethernet cable, simply connect the Ethernet cables to any of the four yellow LAN ports on your modem.
If you wish to use your iiNet Netphone service, plug a compatible handset into the green Phone1 port on your modem.
If you wish to connect your devices via WiFi, you'll find the WiFi name and password on the barcode sticker on the base of your modem.

We recommend connecting over the 5GHz WiFi channel for faster performance. See Improving WiFi Signal.

FTTH Connection Box examples

ALLOPTIC home 4000

NEC ME200

Huawei HG8247

Dasan H690R

Where is ULTRA Broadband FTTB available?

The iiNet ULTRA Broadband FTTB network is available in select buildings nationwide. The easiest way to confirm availability is to check your address on our website.

What is FTTB?

Fibre to the Building is an internet technology that has fibre optic cable leading to the building's Main Distribution Frame (MDF), typically in the basement or in a locked telecommunications cabinet. From there, the MDF connects to the wall socket in your unit via the building's internal copper cabling.

What do I need for an ULTRA Broadband FTTB connection?

To get your broadband up and running, you'll need the following:

An iiNet FTTB broadband modem
You must purchase an iiNet FTTB modem when you sign up - other modems won't work on this network. Discounts may be available if you choose to sign up for a broadband contract.
A phone handset
To use your included FTTB Phone (VoIP) service, all you'll need is a standard phone to plug into your FTTB modem.

Additionally, some premises may require a Network Termination Unit (NTU). If this is the case, we’ll supply this to you without charge. The NTU remains the property of iiNet and should not be removed from the premises once installed.

How does the included phone service work?

Our iiNet ULTRA Broadband FTTB plan includes an FTTB Phone (VoIP) service. This technology lets you make and receive phone calls through your broadband connection. It works just like a normal phone, except you save money with lower call rates and included features. To use FTTB Phone, just connect a handset to your FTTB modem.

How long does it take to get connected to FTTB?

Typically, FTTB connections are completed within 10 business days although in some cases connection may take up to 20 business days - this varies depending on whether or not you've had FTTB installed at your address previously as well as FTTB installer availability.

What happens when FTTB is installed?

If an FTTB installer is required to visit your premises, we'll be in touch to book a suitable appointment with you. An installation is typically not required if FTTB has been previously connected at your address.

Can I use existing wiring/smart wiring?

You may prefer to/already have internal network cabling installed at your address for your internet, especially if WiFi doesn't cover your house from end to end or you want to be sure you're always getting the maximum speed possible when transferring large amounts of data between devices in your home.

An FTTB installation does not include additional home network wiring beyond the installation of the Network Boundary Point (your side of the building’s Main Distribution Frame).

By upgrading to FTTB your existing smart wiring setup may need to be re-wired to work with FTTB, depending on the type of FTTB installation your premises require. You'll need to hire a registered cabler if you'd like to have any additional home network wiring installed or to re-wire your existing cabling.

Will my medical alarm, security alarm, EFTPOS machine or fax machine work on the FTTB network?

Many types of devices that are normally connected to phone lines (such as medic alarms, back-to-base alarms, EFTPOS machines, fax machines and more) can work over the FTTB network, however, please contact the service provider to make sure - you may need to order a specific type of phone service or move to a data-based solution.

Please note that iiNet does not offer a Priority Assistance service. If you have Priority Assistance or believe you may be eligible, please consider this before lodging your application.

Visit our Network Status page to see any known issues in your area that may be affecting your connection.
Turn off your modem and leave it off for at least 10 seconds.
Turn your modem back on and wait for the modem lights to settle.
Continue monitoring for dropouts.
When your connection drops out, check other devices connected to your modem via WiFi or Ethernet cable to see if they've dropped out, too.
If your device is connected via WiFi, stand next to your modem to rule out any WiFi signal issues.
If devices connected via Ethernet cable stay online when devices connected via WiFi drop out, switch to troubleshooting WiFi Dropouts.
If you only lose your WiFi connection in certain parts of your home, see our guide on improving WiFi signals.
If you have a Network Termination Device (NTU) and you notice any of the following status light behaviours after restarting, please call us on 13 22 58 for assistance:

Red DIAG light or flashing green POWER light

Flashing green OUT or Warning light
Check that all cables connected to your modem and Network Termination Unit are in good condition and plugged in securely, without any kinks.
The type of Ethernet should be printed on the length of the cable. Older Cat5 Ethernet cables are not recommended for FTTB services - Cat5e or Cat6 is ideal.
Any damaged or outdated cables should be replaced.
Continue monitoring for dropouts.
If a fault needs to be lodged for your FTTB service, we'll need the dates and times of when the dropouts occurred. Please make notes for easy reference, e.g:
27/11/2019 - 7:30PM to 8:15PM
28/11/2019 - 8:30AM to 9:00AM
28/11/2019 - 10:00AM to 10:30AM
Call us on 13 22 58 for further assistance.

Visit our Network Status page to see if any known issues in your area are affecting your connection.
Locate your modem and ensure that it's connected correctly. Setup guides are available here.
Check that all cables are in good condition and plugged in securely, without any kinks.
Turn off the electrical outlet for your modem and leave it off for at least 10 seconds.
Turn the outlet back on and wait for the modem lights to settle.
If you have a Network Termination Device (NTU) and you notice any of the following status light behaviours after restarting, please call us on 13 22 58 for assistance:

Red DIAG light

Flashing green OUT or Warning light
Attempt to view a website.
Attempt to view a website on other devices connected to your modem via WiFi or Ethernet cable
If your device is connected via WiFi, stand next to your modem to rule out any WiFi signal issues.
If you can view websites on devices connected via Ethernet cable but not on WiFi, switch to troubleshooting WiFi No Connection.
If you lose your WiFi connection in certain parts of your home, see our guide on improving WiFi signals.
If you can view websites on some devices but not others, see our guide on Browsing issues.
Call us on 13 22 58 for further assistance.

Visit our Network Status page to see any known issues in your area that may be affecting your service speed.
Turn off your modem and leave it off for at least 10 seconds.
Turn your modem back on and wait for the modem lights to settle.
Run a speed test.
If you're testing your speed on a device connected to your modem via WiFi, stand next to your modem and run a speed test to rule out any WiFi signal issues.
Connect to your modem’s 5GHz WiFi instead of the slower 2.4GHz WiFi network. If your modem has 5GHz WiFi, you’ll find the default 5GHz WiFi name and password on its barcode sticker.
If your speed has improved, or slow speeds occur on WiFi devices but not devices connected via Ethernet cable, then see our guide on improving WiFi signals.
Unplug all other devices connected to your modem's Ethernet ports (except the device you are testing, if applicable).
Turn off or disconnect all other devices connected to your modem's WiFi (except the device you are testing, if applicable).
On the device you are testing, close all programs that are using your broadband connection.
Run a speed test.
If your speed has improved on a single device, you may be running more devices/programs than your connection can handle. Some programs may be set to open in the background as soon as the computer restarts, so we recommend that Windows users check the Task Manager (press CTRL+ALT+DELETE on the keyboard to open) and Mac OSX users check the Dock at the bottom of the screen and close any of these programs if they are running.
Check that all cables connected to your modem are in good condition and plugged in securely, without any kinks.
The type of Ethernet should be printed on the length of the cable. Older Cat5 Ethernet cables are not recommended - Cat5e or Cat6 is ideal.
Any damaged or outdated cables should be replaced.
Run a speed test.
Make sure your antivirus/anti-malware software is up to date, and perform a scan on any devices that are running slowly.
If any infections are detected, make sure they are quarantined and removed. Please contact your software’s Customer Support if you need assistance.
Firewalls may affect broadband performance. Temporarily disable any firewalls and run a speed test.
Call us on 13 22 58 for further assistance.