1. Visit our Network Status page to see any known issues in your area that may be affecting your service speed.
  2. Turn off your modem and leave it off for at least 10 seconds.
  3. Turn your modem back on and wait for the modem lights to settle.
  4. Run a speed test.
  5. 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.
  6. 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. If your modem has 5GHz WiFi, you’ll find the default 5GHz WiFi name and password on its barcode sticker:
    Modem barcode sticker example 5GHz WiFi
  7. 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.
  8. Unplug all other devices connected to your modem's Ethernet ports (except the device you are testing, if applicable).
  9. Turn off or disconnect all other devices connected to your modem's WiFi (except the device you are testing, if applicable).
  10. On the device you are testing, close all programs that are using your broadband connection, then run a speed test.
  11. If your speed has improved on a single device, you may need to upgrade your nbn plan to provide the bandwidth necessary to support more programs and/or devices. You can change your plan in Toolbox or call us on 13 19 17 to discuss.
  12. Ensure your modem is connected correctly, with cables in good condition and plugged in securely.
    NBN FTTC Diagram

    Note: Older Cat5 Ethernet cables are not recommended for nbn services - Cat5e or Cat6 is ideal.
  13. Perform a scan on your antivirus/anti-malware software. If any infections are detected, make sure they are quarantined and removed. Please contact your software’s Customer Support if you need assistance.
  14. Firewalls may affect broadband performance. Temporarily disable any firewalls and run a speed test.
  15. If you still have speed issues, please call us on 13 22 58 for further assistance.

Select your modem to get started:

TPLinkVR1600v_mini
 TP-Link VR1600v
TG789icon100
 TG-789 Broadband Gateway
Smart Modem Gateway VX420-G2H
 Smart Modem Gateway (VX420-G2H)
VX220-G2V Modem
 VX220-G2V Modem
VX420-G2V
 VX420-G2V Modem
TG1icon100
 Guides for previously sold modems
BYO Modem Nighthawk
 Guides for common non-iiNet modems

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

 

TP-Link VR1600v

Follow the instructions below or watch the video to set up your TP-Link VR1600v on nbn FTTC.

First, ensure you have:

  • A message from us advising you to plug in your nbn FTTC equipment.
  • 2 electrical outlets near your telephone wall socket.
  • An nbn Connection Device (NCD)*

*Is your NCD missing? An NCD should already be present if your premises has been previously connected to nbn FTTC. If your NCD is missing, call us on 1300 634 515.

  1. Connect the power cables from your NCD and modem's Power Ports to electrical outlets.
  2. Connect the included phone cable from the grey phone port on your NCD to your telephone wall socket.
  3. Connect the included Ethernet cable from the blue WAN port on your modem to the yellow Gateway port on your NCD.
  4. Make sure the electrical outlets for your NCD and modem are both on, and press the modem's Power button.
  5. Allow 15 minutes for your modem to boot up and connect automatically.
  6. Check the lights on your NCD. If any are off or red, make sure your cables are plugged in securely.
    If this still doesn't work, you may need to plug your NCD into a different telephone wall socket if your home has more than one.
  7. Once the lights are blue or amber, you can start connecting your devices and getting online.
  8. To plug in additional devices via Ethernet cable, simply connect the Ethernet cables to any of the four yellow LAN ports on your modem.
  9. If you wish to use your iiNet nbn Phone service, plug a compatible handset into the grey Phone1 port on your modem.
    NBN FTTC Diagram
  10. If you wish to connect your devices via WiFi, you'll find the WiFi name and password on the barcode sticker at the bottom of your modem.
    TP-Link VR1600v barcode sticker example - WiFi details

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

 

TG-789 Broadband Gateway

Follow the instructions below or watch the video to set up your TG-789 on nbn FTTC.

First, ensure you have:

  • A message from us advising you to plug in your nbn FTTC equipment.
  • 2x electrical outlets near your telephone wall socket.
  • An nbn Connection Device (NCD)*

*Is your NCD missing? An NCD should already be present if your premises has been previously connected to nbn FTTC. If your NCD is missing, call us on 1300 634 515.

  1. Connect the power cables from your NCD and modem's Power Ports to electrical outlets.
  2. Connect the included phone cable from the grey phone port on your NCD to your telephone wall socket.
  3. Connect the included Ethernet cable from the red WAN port on your modem to the yellow Gateway port on your NCD.
  4. Make sure the electrical outlets for your NCD and modem are both on, and press the modem's Power button.
  5. Allow 15 minutes for your modem to boot up and connect automatically.
  6. Check the lights on your NCD. If any are off or red, make sure your cables are plugged in securely.
    If this still doesn't work, you may need to plug your NCD into a different telephone wall socket if your home has more than one.
  7. Once the lights are blue or amber, you can start connecting your devices and getting online.
  8. To plug in additional devices via Ethernet cable, simply connect the Ethernet cables to any of the four yellow LAN ports on your modem.
  9. If you wish to use your iiNet nbn Phone service, plug a compatible handset into the green Phone1 port on your modem.
    TG-789 NBN FTTC plugin diagram
  10. If you wish to connect your devices via WiFi, you'll find the WiFi name and password on the barcode sticker at the bottom of your modem.
    TG-789 barcode sticker example - WiFi details

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

 

Smart Modem Gateway (VX420-G2H)

Follow the instructions below to set up your Smart Modem Gateway (VX420-G2H) for nbn FTTC.

First, ensure you have:

  • A message from us advising you to plug in your nbn modem.
  • 2 electrical outlets near your telephone wall socket.
  • A phone cable.
  • An nbn Connection Device (NCD)*
  • (Optional) Up to 4 Ethernet cables to connect devices via Ethernet.

*Is your NCD missing? An NCD should already be present if your premises has been previously connected to nbn FTTC. If your NCD is missing, call us on 1300 634 515.

  1. Connect the power cables from your NCD and modem's Power ports to electrical outlets.
  2. Connect the included phone cable from the grey phone port on your NCD to your telephone wall socket.
  3. Connect the included Ethernet cable from the blue WAN port on your modem to the yellow Gateway port on your NCD.
  4. Make sure the electrical outlets for both devices are on, and press the modem's ON/OFF button.
  5. Allow 15 minutes for your modem to boot up and connect automatically.
  6. Check the lights on your modem. If the Internet light is green, you can start connecting your devices and getting online.
    Smart Modem Gateway LED example - NBN
  7. To plug in additional devices via Ethernet cable, simply connect the Ethernet cables to any of the four yellow LAN ports on your modem.
  8. If you wish to use your iiNet nbn Phone service, plug a compatible handset into the green PHONE port on your modem.
    Smart Modem Gateway plugin diagram - NBN FTTC
  9. If you wish to connect your devices via WiFi, you'll find the WiFi name and password on the modem's barcode sticker. Home Wireless Gateway barcode sticker - WiFi details

Your modem will automatically connect your devices to the best WiFi network possible (i.e. 5GHz). Older devices may only be able to connect to the slower 2.4GHz WiFi. See Improving WiFi Signal.

Note for nbn services with 4G Backup: Whenever your modem’s 4G light is lit, that means your modem has automatically connected to the 4G Backup service because your nbn service is unavailable, such as during initial setup or network maintenance.

Your nbn Phone will not work while 4G Backup is in use.

Once you're connected to nbn, if you notice the 4G Backup service has turned back on for an extended period of time:

  1. Restart your modem.
  2. Make sure your modem is plugged in correctly for nbn.
  3. Contact us if the issue persists as we may need to investigate.
Smart Modem Gateway 4G light

 

VX220-G2V Modem

Follow the instructions below to set up your VX220-G2V Modem for nbn FTTC.

First, ensure you have:

  • A message from us advising you to plug in your nnb modem.
  • 2 electrical outlets near your telephone wall socket.
  • A phone cable.
  • An nbn Connection Device (NCD)*.
  • (Optional) Up to 4 Ethernet cables to connect devices via Ethernet.

*Is your NCD missing? An NCD should already be present if your premises has been previously connected to nbn FTTC. If your NCD is missing, please call us on 1300 634 515.

  1. Connect the power cables from your NCD and modem's Power ports to electrical outlets.
  2. Connect the included phone cable from the grey phone port on your NCD to your telephone wall socket.
  3. Connect the included Ethernet cable from the blue WAN port on your modem to the yellow Gateway port on your NCD.
  4. Make sure the electrical outlets for both devices are on, and press the modem's ON/OFF button.
  5. Allow 15 minutes for your modem to boot up and connect automatically.
  6. Check the lights on your modem. If the Internet light is blue, you can start connecting your devices and getting online.
    VX220-G2V Modem LEDs
  7. To plug in additional devices via Ethernet cable, simply connect the Ethernet cables to any of the four yellow LAN ports on your modem.
  8. If you wish to use your iiNet nbn Phone service, plug a compatible handset into the green PHONE port on your modem.
    VX220-G2V Modem - NBN FTTC Plugin
  9. If you wish to connect your devices via WiFi, you'll find the WiFi name and password on the modem's barcode sticker.
    VX220-G2V Modem barcode sticker

Your modem will automatically connect your devices to the best WiFi network possible (i.e. 5GHz). Older devices may only be able to connect to the slower 2.4GHz WiFi. See Improving WiFi Signal.

 

VX420-G2V Modem

Follow the instructions below to set up your VX420-G2V Modem for nbn FTTC.

First, ensure you have:

  • A message from us advising you to plug in your nbn modem.
  • 2 electrical outlets near your telephone wall socket.
  • A phone cable.
  • An nbn Connection Device (NCD)*.
  • (Optional) Up to 4 Ethernet cables to connect devices via Ethernet.

*Is your NCD missing? An NCD should already be present if your premises has been previously connected to nbn FTTC. If your NCD is missing, please call us on 1300 634 515.

  1. Connect the power cables from your NCD and modem's Power ports to electrical outlets.
  2. Connect the included phone cable from the grey phone port on your NCD to your telephone wall socket.
  3. Connect the included Ethernet cable from the blue WAN port on your modem to the yellow Gateway port on your NCD.
  4. Make sure the electrical outlets for both devices are on, and press the modem's ON/OFF button.
  5. Allow 15 minutes for your modem to boot up and connect automatically.
  6. Check the lights on your modem. If the Internet light is green, you can start connecting your devices and getting online.
    VX420-G2V Lights example - WAN connection
  7. To plug in additional devices via Ethernet cable, simply connect the Ethernet cables to any of the four yellow LAN ports on your modem.
  8. If you wish to use your iiNet nbn Phone service, plug a compatible handset into the green PHONE port on your modem.
    VX420-G2V NBN FTTC plugin
  9. If you wish to connect your devices via WiFi, you'll find the WiFi name and password on the modem's barcode sticker.
    VX420-G2V barcode sticker example

Your modem will automatically connect your devices to the best WiFi network possible (i.e. 5GHz). Older devices may only be able to connect to the slower 2.4GHz WiFi. See Improving WiFi Signal.

 

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

  • How to get nbn®
  • nbn® Fees and Plans
  • nbn® Installation
  • nbn® Hardware
  • More about the nbn®
    • How fast is nbn®?
    • Will my medical alarm, security alarm, EFTPOS machine or fax machine work on the nbn®?

      • How to get nbn®

      You can check your address on our handy nbn coverage map. It pulls information directly from nbn®, so it's updated as often as they update their systems.

      Alternatively, you can become an iiNet broadband customer today and we’ll help you switch over as soon as nbn is available.

      If nbn is available at your address, all you’ll need to do is pick out an nbn plan and sign up online, or call our friendly Sales team on 13 19 17.

      If you’re already with iiNet, you can select “Upgrade to nbn” in My Products > Broadband in Toolbox.

      Remember: Moving to nbn will not necessarily cancel your existing broadband and phone services. Once you've upgraded, please contact your existing provider to ensure your old services are cancelled, otherwise you may continue to be billed for them.

      I already have nbn®. How do I switch my nbn® provider to iiNet?

      If you already have an active nbn Fibre or Fixed Wireless service connected at your address and you'd like to switch to an iiNet nbn plan, please call our Sales Team on 13 19 17 to arrange a Service Transfer. Once lodged, Service Transfers typically take less than 2 business days to complete, and downtime is typically less than 24 hours

      In most cases, we can bring your existing telephone number over to the nbn. We ask you about this when you sign up online. Alternatively, call our friendly Sales Team on 13 19 17 to discuss.

       

      nbn® Fees and Plans

      Effective 1 April 2016, the $300 New Development Fee (NDF) is charged for all nbn connections in the following circumstances:

      • The first connection at a premises in a newly developed area i.e. a suburb with no pre-existing telecommunications infrastructure.
      • The first connection(s) at a premises in an establish area in the rare instance that a developer has increased the number of dwellings on the same plot of land e.g. demolished a single house and built a block of units.

      Once the NDF has been charged at an address, it will not be charged again for subsequent connections, provided the number of dwellings at that address has not increased.

      We pass on the full $300 NDF charge as billed by our wholesaler, nbn®. These charges are clearly visible when applying for a service – they are also included in any Critical Information Summary for nbn plans sold after 1 April 2016, and the Pricing Schedule of our Customer Relationship Agreement.

      You can switch between our current nbn plans at any time. See Changing your broadband plan in Toolbox.

       

      nbn® Installation

      Typically, nbn connections are completed within 2-20 business days - this varies depending on whether or not you've already had your nbn equipment installed as well as nbn technician availability.

      If an nbn technician is required to visit your premises to install any required equipment or complete your nbn connection, we'll be in touch to book a suitable appointment with you. An installation is typically not required if nbn has been previously connected at your address.

      The type of equipment you'll receive depends on the type of nbn being connected. Give our Connecting to the nbn article a read for more information.

      You may prefer to 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 nbn installation does not include additional home network wiring beyond the installation of the Network Boundary Point (typically the nbn Connection Box or first wall socket, depending on your nbn technology). You'll need to hire a registered cabler if you'd like to have any additional home network wiring installed.

      What type of wall sockets will I need for my new nbn® service?

      nbn FTTP, nbn Wireless and nbn Satellite connections do not require a wall socket. Your modem can plug in directly to the nbn Connection Box.

      Wall sockets for other types of nbn are as follows:

      • nbn FTTB/N uses the same RJ11 socket as previous copper broadband/phone services.
      • nbn FTTC uses the same RJ11 socket as previous copper broadband/phone services.
        NBN FTTB/N wall socket
      • nbn HFC uses a Coaxial Cable Socket, which may be different to any existing cable sockets in your premises*.
        NBN HFC Cable socket

       *If your premises doesn't have the required Coaxial Cable Socket for nbn HFC, then one will be installed during your nbn installation appointment. This is typically done by upgrading your existing RJ11 wall socket plate to a new wall plate that includes a Coaxial Cable Socket.

       

      nbn® Hardware

      If necessary, an nbn technician will complete a standard installation of the required nbn equipment at no cost to you. Please note that fees may be incurred for non-standard installations as determined by nbn®. The technician will be able to advise these fees if this is the case.

      Check out Connecting to the nbn for more details about the different types of equipment used with the different types of nbn services.

      See nbn BYO modem hardware compatibility.

       

      More about the nbn®

      There’s a lot to understand when it comes to nbn speeds, so we’ve dedicated a whole page to it. Read more.

      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 nbn, however please contact the service provider to make sure - you may need to order a specific type of phone service on the nbn in order for these services to continue working.

      Please note: 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.

  1. Turn off the electrical outlets for both the nbn Connection Box and your modem and leave them off for at least 10 seconds.
  2. Turn both outlets back on and wait for the modem lights to settle. Continue monitoring for dropouts.
  3. 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.
  4. If devices connected via Ethernet cable stay online when devices connected via WiFi drop out, switch to troubleshooting WiFi Dropouts.
  5. Ensure your modem is connected correctly, with cables in good condition and plugged in securely.
    NBN FTTP Diagram
  6. If you still experience drop outs, please call us on 13 22 58 for further assistance.
  1. Check your address on nbn®'s Network status and outages page to see if an unforeseen incident or planned maintenance is affecting your connection.
  2. Check your address on our Network Status page to see if there are any known issues in your area.
  3. Locate your nbn Connection Box and modem and ensure that they are connected correctly, with cables in good condition and plugged in securely.
    NBN FTTP Diagram
  4. Turn off the electrical outlets for both the nbn Power Supply Unit and your modem and leave them off for at least 10 seconds.
  5. Switch both outlets back on and wait for the box and modem lights to settle, then attempt to view a website.
    Note: If your nbn Connection Box status lights are unlit or red after rebooting, please call us on 13 22 58 for assistance.
    NBN FTTP Connection Box lights
  6. Stand next to your modem to rule out any WiFi signal issues. Move further away and monitor the WiFi signal strength.
  7. If you lose your WiFi connection in certain parts of your home, see our guide on improving WiFi signals.
  8. Attempt to view a website on a device connected to your modem via Ethernet cable, not WiFi. If Ethernet works but WiFi doesn't, see troubleshooting WiFi No Connection.
  9. If you can view websites on some devices but not others, see our guide on Browsing issues.
  10. If you still can't get online, please call us on 13 22 58 for further assistance.
    1. Visit our Network Status page to see any known issues in your area that may be affecting your nbn service speed.
    2. Turn off your modem and leave it off for at least 10 seconds.
    3. Turn your modem back on and wait for the modem lights to settle.
    4. Run a speed test.
    5. 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.
    6. 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. If your modem has 5GHz WiFi, you’ll find the default 5GHz WiFi name and password on its barcode sticker:
      Modem barcode sticker example 5GHz WiFi
    7. 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.
    8. Turn off or disconnect all other devices connected to your modem's WiFi (except the device you are testing, if applicable).
    9. Unplug all other devices connected to your modem's Ethernet ports (except the device you are testing, if applicable).
    10. If you are testing on a device connected via Ethernet cable, unplug it from your modem and plug it into the active UNI-D port on your nbn Connection Box. The most common active port is UNI-D1:
      NBN FTTP UNI-D1 port
    11. On the device you are testing, close all programs that are using your broadband connection, then run a speed test.
    12. If your speed has improved on a single device, you may need to upgrade your nbn plan to provide the bandwidth necessary to support more programs and/or devices. You can change your plan in Toolbox or call us on 13 19 17 to discuss.
    13. Ensure your modem is connected correctly, with cables in good condition and plugged in securely.
      NBN FTTP Diagram

      Note: Older Cat5 Ethernet cables are not recommended for nbn services - Cat5e or Cat6 is ideal.
    14. Perform a scan on your antivirus/anti-malware software. If any infections are detected, make sure they are quarantined and removed. Please contact your software’s Customer Support if you need assistance.
    15. Firewalls may affect broadband performance. Temporarily disable any firewalls and run a speed test.
    16. If you still have speed issues, please call us on 13 22 58 for further assistance.

    Select your modem to get started:

    VX420-G2V
    		 VX420-G2V Modem
    Smart Modem Gateway VX420-G2H
    		 Smart Modem Gateway (VX420-G2H)
    VX220-G2V Modem
    		 VX220-G2V Modem
    TPLinkVR1600v_mini
    		 TP-Link VR1600v
    TG789icon100
    		 TG-789 Broadband Gateway
    TG1icon100 Guides for previously sold modems
    BYO Modem Nighthawk
    		 Guides for common non-iiNet modems

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

     

    VX420-G2V Modem

    1. Connect the power cable from your modem's Power port to an electrical outlet.
    2. Connect an Ethernet cable from your modem's blue WAN port to the UNI-D1 port on your nbn Connection Box. If UNI-D1 doesn't work, try each UNI-D port.
    3. Make sure the electrical outlet for your modem is on, and press the modem's ON/OFF button.
    4. Allow 15 minutes for your modem to boot up and connect automatically.
    5. Check the lights on your modem. If the Internet light is green, you can start connecting your devices and getting online.
      VX420-G2V Lights example - WAN connection
    6. To plug in additional devices via Ethernet cable, simply connect the Ethernet cables to any of the four yellow LAN ports on your modem.
    7. If you wish to use your iiNet nbn Phone service, plug a compatible handset into the green Phone port on your modem.
      Note: If your nbn Phone service was connected before 15 May 2024, you may need to plug your phone into the UNI-V1 port on your nbn Connection Box instead.
      VX420-G2V NBN FTTP plugin diagram
    8. If you wish to connect your devices via WiFi, you'll find the WiFi name and password on the modem's barcode sticker.
      VX420-G2V barcode sticker example

    Your modem will automatically connect your devices to the best WiFi network possible (i.e. 5GHz). Older devices may only be able to connect to the slower 2.4GHz WiFi. See Improving WiFi Signal.

     

    Smart Modem Gateway (VX420-G2H)

    1. Connect the power cable from your modem's Power port to an electrical outlet.
    2. Connect an Ethernet cable from your modem's blue WAN port to the UNI-D1 port on your nbn Connection Box. If UNI-D1 doesn't work, try each UNI-D port.
    3. Make sure the electrical outlet for your modem is on, and press the modem's ON/OFF button.
    4. Allow 15 minutes for your modem to boot up and connect automatically.
    5. Check the lights on your modem. If the Internet light is green, you can start connecting your devices and getting online.
      Smart Modem Gateway LED example - NBN
    6. To plug in additional devices via Ethernet cable, simply connect the Ethernet cables to any of the four yellow LAN ports on your modem.
    7. If you wish to use your iiNet nbn Phone service, plug a compatible handset into the green Phone port on your modem.
      Note: If your nbn Phone service was connected before 15 May 2024, you may need to plug your phone into the UNI-V1 port on your nbn Connection Box instead.
      Smart Modem Gateway plugin diagram - NBN FTTP
    8. If you wish to connect your devices via WiFi, you'll find the WiFi name and password on the modem's barcode sticker.
      Home Wireless Gateway barcode sticker - WiFi details

    Your modem will automatically connect your devices to the best WiFi network possible (i.e. 5GHz). Older devices may only be able to connect to the slower 2.4GHz WiFi. See Improving WiFi Signal.

    Note for nbn services with 4G Backup: Whenever your modem’s 4G light is lit, that means your modem has automatically connected to the 4G Backup service because your nbn service is unavailable, such as during initial setup or network maintenance.

    Your nbn Phone will not work while 4G Backup is in use.

    Once you're connected to nbn, if you notice the 4G Backup service has turned back on for an extended period of time:

    1. Restart your modem.
    2. Make sure your modem is plugged in correctly for nbn.
    3. Contact us if the issue persists as we may need to investigate.
    Smart Modem Gateway 4G light

     

    VX220-G2V Modem

    Note for video: After 15 May 2024, you'll need to plug your handset into your modem's green Phone port instead of the UNI-V port on the nbn Connection Box.

    1. Connect the power cable from your modem's Power port to an electrical outlet.
    2. Connect an Ethernet cable from your modem's blue WAN port to the UNI-D1 port on your nbn Connection Box. If UNI-D1 doesn't work, try each UNI-D port.
    3. Make sure the electrical outlet for your modem is on, and press the modem's ON/OFF button.
    4. Allow 15 minutes for your modem to boot up and connect automatically.
    5. Check the lights on your modem. If the Internet light is blue, you can start connecting your devices and getting online.
      VX220-G2V Modem LEDs
    6. To plug in additional devices via Ethernet cable, simply connect the Ethernet cables to any of the four yellow LAN ports on your modem.
    7. If you wish to use your iiNet nbn Phone service, plug a compatible handset into the green Phone port on your modem.
      Note: If your nbn Phone service was connected before 15 May 2024, you may need to plug your phone into the UNI-V1 port on your nbn Connection Box instead.
      VX220-G2V Modem - NBN FTTP Plugin
    8. If you wish to connect your devices via WiFi, you'll find the WiFi name and password on the modem's barcode sticker.
      VX220-G2V Modem barcode sticker

    Your modem will automatically connect your devices to the best WiFi network possible (i.e. 5GHz). Older devices may only be able to connect to the slower 2.4GHz WiFi. See Improving WiFi Signal.

     

    TP-Link VR1600v

    1. Connect the power cable from your modem's Power Port to an electrical outlet.
    2. Connect the included Ethernet cable from the blue WAN port on your modem to the UNI-D1 port on your nbn Connection Box.
      Note: If UNI-D1 doesn't work, try each UNI-D port.
    3. Make sure the electrical outlet for your modem is on, and press the modem's Power button.
    4. Allow 15 minutes for your modem to boot up and connect automatically.
    5. Check the lights on your modem. If the Internet light is green, you can start connecting your devices and getting online.
    6. To plug in additional devices via Ethernet cable, simply connect the Ethernet cables to any of the four yellow LAN ports on your modem.
    7. If you wish to use your iiNet nbn Phone service, plug a compatible handset into the grey Phone1 port on your modem.
      Note: If your nbn Phone service was connected before 15 May 2024, you may need to plug your phone into the UNI-V1 port on your nbn Connection Box instead.
      VR1600v Modem - plugin diagram for nbn FTTP
    8. If you wish to connect your devices via WiFi, you'll find the WiFi name and password on the barcode sticker at the bottom of your modem.
      TP-Link VR1600v barcode sticker example - WiFi details

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

    ​ 

    TG-789 Broadband Gateway

    1. Connect the power cables from your modem's Power Port to an electrical outlet.
    2. Connect the included Ethernet cable from the red WAN port on your modem to the UNI-D1 port on your nbn Connection Box.
      Note: If UNI-D1 doesn't work, try each UNI-D port.
    3. Make sure the electrical outlet for your modem is on, and press the modem's Power button.
    4. Allow 15 minutes for your modem to boot up and connect automatically.
    5. Check the lights on your modem. If the Internet light is green, you can start connecting your devices and getting online.
    6. To plug in additional devices via Ethernet cable, simply connect the Ethernet cables to any of the four yellow LAN ports on your modem.
    7. If you wish to use your iiNet nbn Phone service, plug a compatible handset into the green Phone1 port on your modem.
      Note: If your nbn Phone service was connected before 15 May 2024, you may need to plug your phone into the UNI-V1 port on your nbn Connection Box instead.
      TG-789 NBN FTTP plugin diagram
    8. If you wish to connect your devices via WiFi, you'll find the WiFi name and password on the barcode sticker at the bottom of your modem.
      TG-789 barcode sticker example - WiFi details

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

    More information:

    This article will explain what to do if you’re getting unwanted phone calls to your home phone number.

     

    If the calls are unsolicited telemarketers from businesses you haven’t dealt with before, then you should register on the Do Not Call Register.

    This register is managed by the Australian Communications and Media Authority on behalf of the Australian Government. Once you have registered, Australian telemarketers and fax marketers must not contact you.

     

    If you’re getting threatening or otherwise unwelcome calls that:

    • Total 10 or more unwelcome calls spread over a 24 hour period;
    • Total 3 or more unwelcome calls over a 48 to 120 hour period; or
    • Are made at consistent and/or regular intervals,

    Please call us on 13 22 58 and request assistance as soon as possible. We can assist by:

    • Capturing trace logs for VoIP internet phone services (e.g. NBN Phone).
    • Setting up a Malicious Call Trace for fixed line phone services (e.g. landline).
    • Facilitating a change of phone number if desired.

     

    What do I need to do to stop unwanted calls?

    1. Write down the time and date of each unwelcome call.
    2. Once you have recorded the unwelcome calls, please call us on 13 22 58. The unwelcome calls recorded must meet the following thresholds:

      - 10 or more times within 24 hours; or
      - 3 or more times within 24 to 120 hours; or
      - Have been made regularly and where there are special circumstances*.

      *Special circumstances may include threats against your personal safety, vulnerable situations (e.g. domestic or family violence), or a result of your financial, employment or other circumstances.
    3. If our investigation determines that there has been a pattern of unwelcome calls, a Cease and Desist will be sent to the malicious caller by the wholesale provider of their phone service. At no point is the malicious caller's identity supplied to iiNet or to you.
    4. If the calls were threatening or criminal in nature, please contact your local police department and tell them about the malicious calls. The police can send a fax on their letterhead to iiNet's Compliance Officer on (08) 6263 3871 with your name, phone number, address, and quote the Crimes Act to get the trace logs forwarded to them for further action.

    Once a trace log capture has been requested, an investigation ticket will remain open for 30 days. If you receive any further unwelcome calls during that time, please record the time and date of the calls and contact us so we can capture additional trace logs. The ticket will be closed if no further reports are received after 30 days.

     

    1. Once iiNet has confirmed your Malicious Call Trace (MCT) is active, when you get an unwelcome phone call, make sure you do not speak to or threaten the caller.
    2. After the caller has hung up, leave the phone off the hook for 5 -10 minutes.
    3. Write down the time and date of each unwelcome call.
    4. Once you have recorded at least 3 unwelcome calls over 2 - 5 days, please send these details along with your reference number to support@iinet.net.au, or call us on 13 22 58.
    5. A successful MCT will result in a Cease and Desist being sent to the malicious caller by the wholesale provider of their phone service. At no point is the malicious caller's identity supplied to iiNet or to you.
    6. If the calls were threatening or criminal in nature, please contact your local police department and tell them about the malicious calls. The police can send a fax on their letterhead to iiNet's Compliance Officer on (08) 6263 3871 with your name, phone number, address, and quote the Crimes Act to get the MCT results forwarded to them for further action.

    The first month of a Malicious Call Trace is free, and it will be automatically deactivated after that first month.

    If you want to continue the Malicious Call Trace service after the first month at a cost $5.50 per month, please call us on 13 22 58.

    Scammers use a wide variety of methods to impersonate legitimate businesses and organisations personal and private information. Known as phishing, these scam websites, emails and text messages can be difficult to spot. Try to look out for incorrect spelling and grammar, and poor layout, imagery and styling. For more information, head to the Scamwatch website.

    Please note that due to the volume of reports received, our Security Team is not able to respond to all reports. You will only be contacted in the event that we believe that your account has been compromised and action is needed to re-secure your account.

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

    What to do if you receive suspicious correspondence or calls claiming to be from iiNet

    If you receive a call, letter, email, text message or other communication that claims to be from iiNet and you suspect it may be a scam or hoax, give us a call on 13 22 58.

    Scam Emails and Text Messages

    If you receive an email or text message that is unknown, unsolicited or you suspect to be fraudulent including messages with a one-time code that you didn’t initiate, this is what we advise:

    • Don’t reply to the SMS or email
    • Don’t provide any personal details
    • Don’t click on any links
    • Don’t open any attachments
    • Don’t call any numbers associated with the SMS or email
    • Don’t share any content of the SMS or email with anyone
    • Report the email or SMS to Scamwatch
    • Forward the email as an attachment to abuse@iinet.net.au.

    Scam Phone Calls

    iiNet only calls our customers from selected numbers. If you receive a phone call that you suspect is fraudulent, this is what we advise:

    • Don’t give the caller any personal details and hang up
    • Check that the call is coming from a number that’s not a number that we use.
    • Block the caller/sender’s number using your phone’s built-in call rejection features or by downloading an app to restrict incoming calls and messages.
    • Let the call go to voicemail and then listen to any message left to ascertain if this might be a genuine call. For more information on how to set up and manage voicemail, head to our support page.
    • Report the call to Scamwatch
    • Report the email or SMS to Scamwatch

    Latest known scams

    Gambling Scam

    We’ve seen an increase in scammers sending unsolicited messages posing as online gambling sites and casinos. These messages invite the recipient to click a link promising bonuses and the potential to win money.  While the website and SMS may look like it is from a gambling site, the websites are used to harvest personal information by requesting sign up information and banking credentials and may infect your device with malware.

    If you receive an unsolicited SMS inviting you to a gambling site, do not click the link or provide personal information.

    nbn® appointment scams

    iiNet is aware of a scam targeting customers relating to nbn faults or works in their area.

    The scammers may contact consumers in person or over the phone to offer either a new nbn connection or support in setting up an existing connection. The scammers will then try to gain payment details or access computers either remotely or in person. Scammers may also send a fake SMS posing as iiNet offering or confirming an nbn appointment.

    iiNet will never contact you and ask for your payment details relating to an nbn appointment or fault and will never request to access your computer or devices in person or ask you to load a website that gives them access remotely.

    • If someone contacts you in person or over the phone and requests access to your computer or devices, close the door or hang up on them.
    • If you are ever contacted by someone posing as iiNet and you are uncomfortable or unsure if it is a scam, hang up and call us back on 13 22 58.
    • If you ever receive an SMS from iiNet confirming an nbn installation appointment that you haven’t requested, do not respond, and report it.
    • Always request identification before allowing technicians to enter your home.
    • Never allow anyone to access your personal computer or device either in person or over the phone.
    • iiNet technicians will never request payment or payment details from customers.

    Report any suspicious behaviour to Scamwatch. If you think you have been a victim of fraud, or a scammer has gained access to your banking information contact your financial institution immediately.

    Email closure phishing email

    We are aware of a phishing campaign targeting iiNet customers.
     
    We may have emailed you recently, asking you to express interest in retaining the email account you hold with iiNet. We have observed examples of scammers attempting to replicate these emails, with the intent to phish personal information from our customers.
     
    iiNet will not ask you to provide your Toolbox login details, personal information, or payment details as part of this campaign.

    If you receive an email relating to this campaign with a link asking for your personal or iiNet login information, please report it to us at abuse@iinet.net.au.

    If you have clicked on a link and filled in your personal, iiNet login, or payment information, please change any related passwords immediately and report this to scamwatch.gov.au. If you have been a victim of fraud, you should immediately contact your financial services provider.
     
    For further support, please call us on 13 22 58.

    “Hi mum” scam

    Some of our customers have reported receiving WhatsApp or text messages from scammers alleging to be children in need of funds. The scammers are targeting parents and the messages generally start by claiming the child has lost or broken their phone, or it has been stolen so they insist the parent does not contact them on their old number. The messages will then develop into the scammer requesting money for things like bills or emergency funds as they have been locked out of their internet banking accounts.

    If you receive an SMS or WhatsApp message from an unknown number asking for money or claiming to be a loved one, do not transfer any funds. If you are ever unsure of the legitimacy of a message, it’s always best to pick up the phone and contact the sender to be sure.

    If you receive any SMS relating to this scam, please report it to Scamwatch.

    nbn® Robocaller Scam

    Some customers have reported receiving a call with a recorded message claiming to be nbn®, telling the customer that their account will be terminated.

    If you receive a call like this:

    • Do not confirm any personal information to the caller.
    • Hang up the phone.
    • Report the call to Scamwatch.

    In the event of any legitimate service disconnections, you will receive at least 30 days' written notice from us.

    For more scam and hoax information, monitor the Scamwatch website.

    Flubot Scam

    You may have recently received an SMS message, claiming that you have had a missed call or voicemail. These messages are generated by Malware called Flubot, which spreads via SMS messages and can infect customers with Android devices on any mobile network. We are aware of a variant of the Flubot message which purports to be a link from iiNet. Other versions claim to be a courier service asking the end user to install a tracking app through a link which will infect the device with malware. If a user clicks the link and installs the app, the malware will take over the device and send texts to the infected user’s contacts.

    Known examples include:

    • I want to send you a voicemail on Zello! Click to download.
    • my86 Your service provider zas sent you a nee notice: <LINK> 
    • wfq5cm Voicemail: You have 1 new Voicemaill (s). Go to: <LINK>

    If you receive an SMS like this:

    • Do not click on the link.
    • Report the SMS to Scamwatch.
    • Delete the SMS a soon as possible.

    It is important to point out that just because you have received the message, this does not mean your device has become infected.

    If you click on the link, you will be taken to a web page that may look like a genuine site with branding that you are familiar with. You may be prompted to install an app, so you can listen to the voicemail message. If you give permission to install the app, the Flubot malware will be installed onto your device. The malware may be able to access your contacts list and access your personal information if you use your device while infected. You may also receive texts or calls from random numbers stating that you have sent them an SMS, which you will have no knowledge of.

    What should you do if you have become infected?

    If you have become infected, don’t enter any passwords or log into any accounts until you have cleaned your device using the below steps.

    How to clean your device

    Cleaning your device using the steps below will remove the malicious software from your device.

    To clean your device, you can:

    • contact an IT professional
    • download official Android anti-virus software through the Google Play Store
    • perform a factory reset of the device.

    Performing a factory reset of your device will delete all of your data including photos, messages, and authentication applications.

    At this time Apple devices are not affected, but we are aware that customers with Apple devices have been also receiving these Flubot messages.

    For more information, head to the Scamwatch website.

    COVID-19 Scams

    Unfortunately, during these difficult times it is business as usual for fraudsters and scammers who are using the spread of COVID-19 to take advantage of people across the country. These scams can include spam messages impersonating the Government or the ATO, and there has also been an emergence of scams related to people’s superannuation.

    You can find lots of useful information regarding the latest COVID-19 scams on the Scamwatch page.

    If you receive any emails or messages that you think are suspicious, please report them to Scamwatch here.

    COVID-19 SMS Scam

    Some of our customers have reported receiving an SMS from a source claiming to be the ‘Australian Government Department of Health’ stating that ‘You’ve received a new message regarding the COVID-19 safetyline symptoms and when to get tested in your geographical area’.

    This SMS contains a link to a fake government website.

    This SMS was not sent by the Australian Government Department of Health. Please do not click on any link or reply to the SMS.

    If you receive this SMS, please follow the below directions:

    • Don’t reply to the SMS
    • Don’t click on any links/attachments
    • Report the email to Scamwatch

    Wangiri Fraud (missed call scam)

    Wangiri fraud is when you receive missed calls from international numbers you don’t recognise on either a mobile or a fixed-line phone. The fraudsters generating the missed calls hope that their expensive international numbers will be called back so that they can profit. This type of fraud is not specific to iiNet and appears to be on the rise.

    If you receive calls like this, be assured that you haven’t been specifically targeted. It’s likely that the fraudster has generated a missed call to a whole range of mobile numbers that happens to include yours.

    What should you do if you get a suspected Wangiri call?

    We recommend that you don’t return calls to international numbers that you don’t recognise. Calls to Wangiri numbers will often result in a charge being incurred and only encourages the fraudster to generate more missed calls to customers who choose to call back.

    • Do not answer a call from an overseas number unless you recognise the number or are expecting the call.
    • Do not return a call to an overseas number unless you recognise it.
    • Do not give out any personal or business information such as banking or credit card details, pin numbers, birth dates or personal names and addresses.

    What’s being done to address this issue?

    We proactively monitor our network for Wangiri activity and shut down new fraudulent international numbers and number ranges as we find them.

    This is an issue affecting customers of mobile and fixed line operators around the globe, and we’re working with a number of different operators and industry groups to reduce Wangiri fraud levels.

    SMS Phishing Scam

    Some of our customers have reported receiving an SMS claiming to be from iiNet, asking them to verify personal information. The message states you have ‘been selected as one of our lucky winners for a brand new iPhone’ and requests for you to reply to a number with your full birth date.
    This message is not sent by iiNet. Please do not reply to the message.

    If you receive this message (or any other spam SMS), please follow the below directions:

    • Don’t reply to the SMS
    • Don’t provide any personal details
    • Don’t click on any links
    • Don’t call any numbers associated with the SMS
    • Don’t share any content of the SMS with anyone
    • Report the SMS to Scamwatch

    Fake iiNet mail

    iiNet are aware of an increase in falsified letters and statements from telecommunication companies. The falsified letters use the company branding to appear legitimate and will be either sent via post or email.

    The letters could be either a threatening invoice, request to update details or congratulate you on winning a prize. It will ask you to call a number or visit a website to update details, pay a sum of money or claim your prize.

    If you receive any mail from iiNet, whether it be paper or electronic, please ensure you do not follow any links to websites or call any numbers that are unfamiliar to you. If you receive a letter and suspect it may be a scam, please contact us on 13 22 58.

    Scammers threatening Chinese communities in Australia

    iiNet is aware of a scam targeting our customers in Chinese communities. The calls are in Mandarin and the scammers are often posing as Chinese authorities.

    The scammer will accuse the customer of either being directly involved in a crime relating to fake passports, or a victim who has had their bank details compromised. They will threaten the customer with jail time or deportation and will request the customer pay them large sums of money to clear their name or have their issue investigated.

    The scammers will try to intimidate the customer into either providing money or other personal details such as a passport number. They do this using scare tactics in hope that the customer will not ask any questions and will instead provide requested details or pay them.

    Once money has been paid to scammers, it is often unable to be recovered.

    If you receive a call from someone threatening you with arrest or deportation in relation to fake passports, it is a scam. Do not send any money or provide any personal details. End the call immediately and report it to Scamwatch.

    For further information, including information in Chinese languages, please visit the Scamwatch website.

    Browser Pop Up Scam

    iiNet is aware of a current browser pop up scam that is targeting iiNet customers.

    The pop up asks you to click on a link to perform certain activities such as filling out a survey or choosing a gift box to win a “prize” (such as phones, electronic devices or accessories).

    The link then directs you to a payment page where it requires you to pay a small amount via credit card to redeem the “prize” or directs you to a page where you are required to enter your personal details or bank details.

    iiNet will never ask you to fill out forms with personal details to win a prize. If you are browsing the web and receive this pop up, please close the browser. If you have been a victim of this scam, please visit the Scamwatch website or call us on 13 22 58.

    If you see this pop-up while browsing, please do the following:

    • Close the browser
    • Don’t click on any links or fill in any details
    • Report the website to Scamwatch

     

    How to protect your device

    Here are some ways to protect your device:

    • Make sure to use strong PINs and passwords and change them regularly. Avoid easy to guess PINs and passwords like ‘1234’, ‘0000’ and ‘password’.
    • Lock your mobile handset and voicemail with strong PINs.
    • Think carefully before clicking on a link or opening suspicious emails and attachments.
    • Pay attention to your app permissions (what your apps are allowed to do and access, e.g. location, call history, etc). Only allow necessary permissions.

     

    If you've never logged into Toolbox before, please see An Introduction to Toolbox.

     

    1. Log in to Toolbox and view the Dashboard.
    2. Check the Call tracker meter in the panel for the phone service. 
      Toolbox call history 1
    3. If you’re not seeing a specific panel, make sure it is turned ON by clicking Customise Dashboard Panels at the bottom of the page.

     

    1. Log in to Toolbox and click My Products*, then select your service type;

      - For mobile phone services, select Mobile.
      - For all other phone services including Home Phone (landline), Netphone (VoIP) and Fibre Phone, select Phone.

      *If you're on a mobile device and you don't see this option, click the grey square with three lines to show the navigation menu.

    2. If you have more than one phone number, make sure the right phone number is selected from the Product drop-down menu on the upper right-hand side of the page.
    3. Select View call history from the Actions menu. If you're on a mobile device and you don't see the Actions menu, click the grey bar labelled Phone actions or Mobile actions to show it.
    4. By default, this page will show your call records for the current billing period. To search for previous billing periods, click Advanced Search.
    5. Choose the dates or invoice you’d like to see the call history for, then hit Search.
    6. Your search results will show the category, date/time, cost and duration of each call/SMS as well as the receiving number (“To”) and the invoice it was billed on.
    7. You can used the arrow icons at the top of the list to rearrange the results. 
      Toolbox call history 2
    8. At the bottom of the list of search results, you’ll find a subtotal as well as a Download CSV button which you can use to save your call records as a Comma-separated Value file (best opened with Microsoft Excel). 
      Toolbox call history 3