If you have an iiNet modem, VoIP setup is covered in your modem's setup guide.

Please note that some iiNet VoIP services, such as NBN™ Phone, will not work with a third-party modem.

Before you get started

Make sure you have the following

• An active internet service;
• A VoIP-enabled modem;
• A phone handset; and
• You may also need your Netphone number and Netphone password. These details are emailed to you once your Netphone service is activated.

VoIP settings

The layout of settings in third-party modems can vary greatly. Please check your user manual or the manufacturer's website to see exactly how to access your modem's VoIP settings.

SIP Servers

You should use your state or territory’s SIP server address wherever your modem settings require you to enter the SIP server, Proxy IP or Registrar IP.

Port Settings

If temporarily disabling your firewall fixes any Netphone issues, you should make sure that the following ports aren't blocked by the firewall:

• UDP 5060 - This is the default port for Netphone (Mac OSX users with iChat will need to use port 5070 instead)
• UDP 35000-44999
• UDP CPE Port - The port your CPE uses for RTP (e.g. 8000-8001 or 5061)

An IMEI (International Mobile Equipment Identity) Number is a unique code assigned to your mobile handset. When IMEI Blocking is enabled, the handset cannot be used on any Australian network, except to call Emergency Services by dialling 112.

Enabling or disabling IMEI Blocking

1. Please call us on 13 22 58 to request the enabling or disabling of IMEI Blocking.
2. Only the account holder may request the blocking or unblocking of an IMEI Number. You don't need to know your IMEI number to request blocking, but you may need it to get the handset unblocked. See the advice below.
3. Once lodged, a request to block or unblock an IMEI Number may take up to 24 hours to complete.
4. If your SIM cannot be recovered, you’ll need to purchase a replacement SIM for $10 by calling us on 13 22 58.

Different ways to find your handset’s IMEI Number

If you've recovered your lost/stolen handset, you may need your IMEI number in order to get IMEI blocking disabled.

• Dial *#06#
  If you call *#06# from your mobile handset, the IMEI number will display on the screen.
• On your mobile handset
  On most handsets, you’ll find your IMEI Number underneath the back cover on a sticker with other handset details such as the serial number. You may need to eject the battery to see this sticker:
   
  

  On recent iPhone models, you’ll find the IMEI Number printed on the ejected SIM tray:

  

International Roaming is not currently available on iiNet Mobile plans and will be released in the future.

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 3G/4G 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.

1. Check for any maintenance or planned upgrades at your location on the Vodafone network map.
2. Make sure you are inside the Vodafone network coverage area.
3. Certain locations may prevent a mobile signal, such as basements, underground tunnels, or large shopping centres. Attempt to send an SMS/MMS while outside and/or above ground level.
4. Ensure your mobile handset has power. Depleted batteries may require charging.
5. Ensure your mobile data is enabled. If mobile data is disabled, it can prevent MMS from sending.
6. If you suspect your handset is faulty due to age and/or wear and tear, we recommend obtaining another handset for troubleshooting.
7. If your handset displays an error message like "No Network", "No Service" or "Select Network", follow this guide to manually select your carrier.
8. Attempt to send an SMS/MMS.
9. Ensure the MMS file size, particularly video MMS, does not exceed the limit allowed by your network and/or handset.
10. Check your handset manufacturer's website or the Vodafone device guides for support information on how to view and update the MMS network settings. The following settings are required:
     
    APN: live.vodafone.com
    MMSC: http://pxt.vodafone.net.au/pxtsend
    MMS Proxy: 10.202.2.60
11. Attempt to send an MMS.
12. Check your handset manufacturer's website or the Vodafone device guides for support information on how to view and update the SMS network settings. The following setting is required:
     
    SMSC (Short Message Service Centre) or MCN (Message Centre Number): +61415011501
13. Attempt to send an SMS.
14. Call us on 13 22 58 for further assistance.

Appendix - Sending SMS/MMS to international numbers

Mobile infrastructure and supported features vary internationally and some do not support SMS/MMS.

If this is the case, you and your recipient may want to try an instant messaging app like Skype, or email.

If you know that SMS/MMS is supported, then make sure the number is dialled correctly. The country code should replace the first zero in a mobile number. If the first digit of the mobile number is not a zero, then just dial the country code before the entire mobile number.

Example: Messages sent to a London mobile number 07937 123 123 should be dialled as +447937123123.

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 handset has power. Depleted batteries may require charging.
5. If you suspect your handset is faulty due to age and/or wear and tear, we recommend obtaining another handset for troubleshooting.
6. If your handset displays an error message like "No Network", "No Service" or "Select Network", follow this guide to manually select your carrier.
7. Attempt to make a call.
8. Power cycle your mobile handset by turning it off for two minutes and then turning it on again.
9. Wait for the handset to reboot, and then check your signal strength.
10. Attempt to make a call.
11. Call us on 13 22 58 for further assistance.

*If you have no access to a working phone service, please email support@iinet.net.au.

Appendix - "Line 2" Error message

This is a feature similar to 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 handset’s user manual for alternate instructions.

What is WiFi?

A WiFi (wireless) connection uses radio frequency signals to send data between your modem/router and computers or other WiFi devices. WiFi means you can surf the net in different areas of your home without needing cables.

The radio frequencies used by WiFi (802.11) are similar to those used by wireless home phones. These signals are ideal for small areas such as a house or small office.

What do I need to use WiFi?

• An active internet connection.
• A router to broadcast your internet as a WiFi signal. Most modems have this router ability built in, but in some cases a separate router may be plugged in to a modem to handle the WiFi.
• A computer, laptop, smartphone or tablet that has a wireless network adapter. Most modern devices have this built in by default – some computers may need to have a wireless adapter installed. Alternatively, you could buy a plugin USB WiFi adapter from any good computer store.

How do I set up my WiFi network?

If you bought your modem from iiNet, its setup guide will tell you exactly how to set up your home WiFi. For third-party modems, please check its user manual for instructions.

Do I need to use a password for my WiFi network?

Yes. Your WiFi network must be set with a password. Without one, your WiFi network is open to anyone within range of your wireless signal. That means someone could potentially use your data, change your modem settings or even access your VoIP phone details (if applicable) and use it to make calls.

All modems sold by iiNet feature WPA/WPA2-PSK encryption passwords by default. Third party modems may have no passwords used in their default WiFi settings, so please check carefully when setting up your network.

How far does a WiFi signal reach?

A typical WiFi signal has a range of roughly 30 metres, though this can be reduced by factors such as the ability of the modem/router, any walls or obstacles in the area, or other factors that may interfere with the wireless signal.

See Improving your WiFi Signal to learn more.

Is WiFi as reliable as an Ethernet connection?

No; but this shouldn’t be an issue for everyday internet use including browsing, social media and YouTube. As wireless connection stability and speeds can vary due to signal interference and distance from the router, a cable connection will always be more reliable for heavy or time-sensitive usage such as online gaming.

What are the different types of WiFi (WiFi modes/standards)?

All modem routers currently sold by iiNet feature WiFi 5 and WiFi 4.

*In 2019, the WiFi Alliance proposed simplified names for WiFi technologies to be more accessible to the average user.

1. Stand next to your modem to rule out any WiFi signal issues. Move further away and see if a dropout occurs.
2. If you lose your WiFi connection in certain parts of your home, see our guide on improving WiFi signals.
3. Check if you experience the same WiFi dropouts using a different device. If some devices drop out but others don't, the devices that drop out may be faulty. If you suspect this is the case, seek replacement or repair.
4. If possible, check if you experience the same dropouts on a computer or laptop connected to your modem via an Ethernet cable.
5. If your connection also drops out over Ethernet, you need to troubleshoot dropouts for your broadband connection, not WiFi. Select your broadband service from the iiHelp menu, then select “My Internet is dropping out” to get your troubleshooting guide.
6. 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.

1. 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.
   
2. Confirm that WiFi is not disabled on your modem. Some modems also have a button to quickly turn WiFi broadcasting on/off.
   
    
   
3. 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.
4. 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.
5. Stand next to your modem to rule out any WiFi signal issues. Move further away and monitor the WiFi signal strength.
6. If you lose your WiFi connection in certain parts of your home, see our guide on improving WiFi signals.
7. 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.
8. Windows users only: Performing a winsock reset may resolve an issue with a wireless adapter.
9. 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.

1. Ensure your modem is in a clear, central location in your home, on a desk or shelf.
2. Place your modem away from any indoor plants or metal objects.
3. 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.
4. If you don’t have an iiNet supplied modem, check the user manual or manufacturer's website for support information.
5. If you have a larger home, consider further hardware options such as:
   - A WiFi extender;
   - A wireless mesh networking system;
   - Ethernet cabling.

1. On your desktop, click the Network icon in bottom right-hand corner of your screen. This will bring up a list of available connections. 
   
2. 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.
3. Ensure Connect Automatically is ticked and then click Connect.
4. Enter your WiFi password.
5. Click OK to finish. Your computer should remember your password for you from now on.