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 indoor NBN Network Connection Device (NCD) and modem and ensure that they are connected correctly, with cables in good condition and plugged in securely.
    NBN FTTC Diagram
  4. Turn off the electrical outlets for both your modem and your NBN Network Connection Device (NCD) and leave them off for at least 10 seconds.
  5. Turn both outlets back on and wait for the modem and NCD lights to settle, then attempt to view a website.
    Note: If your NCD status lights are unlit or red after rebooting, please call us on 13 22 58 for assistance.
    NBN FTTC NTD 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 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 Modem
 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 the NBN FTTC. If your NCD is missing, call our Provisioning Team 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 the NBN FTTC.  If your NCD is missing, call our Provisioning Team 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 the NBN FTTC. If your NCD is missing, call our Provisioning Team 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 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 the NBN FTTC. If your NCD is missing, please call our Provisioning Team 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 the NBN FTTC. If your NCD is missing, please call our Provisioning Team 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®

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

Unfortunately we cannot provide any timeframes if the NBN rollout hasn’t commenced in your area. If you join our NBN Wait List, we’ll let you know when you can get NBN.

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 give one of our friendly NBN experts a call 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 broadband 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 network. 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 broadband 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 Co. These charges are clearly visible when applying for a service – they are also included in any Critical Information Summary for NBN broadband 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 Co. 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.

If you have NBN Wireless or Satellite, then you may be able to use the modem/router that you already own. We suggest that you check with its manufacturer to see if it is capable of supporting NBN broadband and VoIP (Voice over IP) services.

For some types of NBN Fibre, your modem may need to be VDSL2 compatible. Learn more.

Please note: You may be required to purchase an iiNet modem to be used with your iiNet NBN service. This requirement will be confirmed on-screen or over the phone when you sign up with us.

 

More about the NBN®

The copper network will be disconnected approximately 18 months after NBN Fibre (FTTP, FTTB, FTTC or FTTN) is installed in an area. In NBN HFC areas, the existing cable/HFC network may also be disconnected. If you want to remain connected to the internet and/or continue to make telephone calls after this happens, you’ll need to upgrade to NBN broadband.

If your premises receives an NBN Wireless or Satellite service, your copper line will not be disconnected. You may wish to continue using a Home Phone (landline) service on this network.

There’s a lot to understand when it comes to NBN network 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 network, however please contact the service provider to make sure - you may need to order a specific type of phone service on the NBN network 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.

We recommend you register any medical alarm services on NBN Co's Medical Alarm Register.

Only NBN Fibre to the Premises (FTTP) and NBN Fibre Phone services can operate during a power outage, provided a Battery Backup unit was installed with the NBN equipment (this is optional to install at no extra cost when you sign up). Please note that iiNet no longer offers the option of a battery backup unit as of 30 August 2017.

For further information on battery backup please refer to the user guide supplied by NBN Co at the time of installation.

  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 Network 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:

    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 Modem
    		 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 FTTP.

    First, ensure you have:

    • A message from us advising you to plug in your NBN modem.
    • An electrical outlet near your indoor NBN Connection Box.
    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.
      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 UNI-V1 port on your NBN Connection Box.
      Note: If your NBN Phone service doesn’t work, try using the UNI-V2 port instead.
      NBN FTTP 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.
      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 to set up your TG-789 on NBN FTTP.

    First, ensure you have:

    • A message from us advising you to plug in your NBN modem.
    • An electrical outlet near your indoor NBN Connection Box.
    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.
      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 UNI-V1 port on your NBN Connection Box.
      Note: If your NBN Phone service doesn’t work, try using the UNI-V2 port 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:

     

    Smart Modem Gateway (VX420-G2H)

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

    First, ensure you have:

    • A message from us advising you to plug in your NBN modem.
    • An electrical outlet near your indoor NBN Connection Box.
    • An Ethernet cable.
    • (Optional) Up to 4 additional Ethernet cables to connect devices via Ethernet.
    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 UNI-V1 port on your NBN Connection Box.
      Note: If your NBN Phone service doesn’t work, try using the UNI-V2 port 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

    Follow the instructions below to set up your VX220-G2V Modem for NBN FTTP.

    First, ensure you have:

    • A message from us advising you to plug in your NBN modem.
    • An electrical outlet near your indoor NBN Connection Box.
    • An Ethernet cable.
    • (Optional) Up to 4 additional Ethernet cables to connect devices via Ethernet.
    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 UNI-V1 port on your NBN Connection Box.
      Note: If your NBN Phone service doesn’t work, try using the UNI-V2 port 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.

     

    VX420-G2V Modem

    Follow the instructions below to set up your VX420-G2V Modem for NBN FTTP.

    First, ensure you have:

    • A message from us advising you to plug in your NBN modem.
    • An electrical outlet near your indoor NBN Connection Box.
    • An Ethernet cable.
    • (Optional) Up to 4 additional Ethernet cables to connect devices via Ethernet.
    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 UNI-V1 port on your NBN Connection Box.
      Note: If your NBN Phone service doesn’t work, try using the UNI-V2 port instead.
      VX420-G2V 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.
      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.

     

    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.

    This article will show you how to forward an email as an attachment, which is required when reporting scam, hoax or phishing emails to abuse@iinet.net.au.

    See our Scams and Hoaxes article for more information.

    Note: If your email software isn't covered here, please use iiNet Webmail, which is available to everyone.

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

    iiNet Webmail

    1. Log in to iiNet Webmail and open the email in question.
    2. Click the More button in the top right-hand corner of the email and select Forward Attachment from the drop-down menu.
      iiNet Webmail example
    3. Enter "abuse@iinet.net.au" in the To field and "Phishing Email" in the Subject field.
    4. Click Send Email to finish.

     

    Microsoft Outlook

    1. Open Outlook and double-click the email to open it in a popup window.
    2. Select More from the top menu bar and then select Forward as Attachment. 
      Outlook example
    3. Enter "abuse@iinet.net.au" in the To field and "Phishing Email" in the Subject field.
    4. Click Send to finish.

     

    Mac Mail OSX (Desktop)

    1. Open Mac Mail and click the email to view it.
    2. Click Message in the top menu bar and select Forward as Attachment from the drop-down menu. 
      Mac Mail example
    3. Enter "abuse@iinet.net.au" in the To field and "Phishing Email" in the Subject field.
    4. Click Send to finish.

     

    Mozilla Thunderbird

    1. Open Thunderbird and right-click on the email in your inbox.
    2. Select Forward As in the drop-down menu and then click Attachment. 
      Thunderbird example
    3. Enter "abuse@iinet.net.au" in the To field and "Phishing Email" in the Subject field.
    4. Click Send to finish.