iiNet understands the importance of staying connected when you've been affected by a natural disaster such as bushfire or flood.

In addition to assistance offered under our Financial Hardship Policy, options available to affected customers include:

• Free connection to alternative premises/accommodation while your home is uninhabitable;
• Free installation of any broadband service (including modem and delivery) at your new premises within 12 months with no change to contract (if relevant);
• The temporary plan downgrade, suspension or cancellation of any broadband service (without penalty);
• Waived additional Mobile Data Block fees on iiNet Mobile SIM plans;
• A free replacement modem for your iiNet broadband service.

To request assistance or discuss options available to you, please call us on 13 22 58 or make an online enquiry.

Here’s what you need to know about 5G Home Broadband and 4G Home Wireless Broadband speeds.

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

Here's what the status lights mean on your Smart Modem Gateway (VX420-G2H).

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:

• Restart your modem.
• Make sure your modem is plugged in correctly for nbn.
• Contact us if the issue persists as we may need to investigate.

Checking the status lights may be useful during setup and troubleshooting.

Note: There is a WPS button under the lights. Press this to enable WPS search mode.

Here's everything you need to know about iiNet 4G Home Wireless Broadband.

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If your 4G Home Wireless Broadband service is offline, you won’t be able to visit a website, browse, stream, or download. Email and any other services that use the internet will not work. These steps will help you identify the issue.

1. Have you moved house recently? You'll need to relocate your service online.
   
   You may need to switch to a different type of internet depending on what's available at your new address.
2. Find your modem and make sure that your SIM is inside the SIM slot. If the SIM is missing, please call us on 1300 994 533 to order a replacement.
   
   NetComm NL20 Modem - SIM slot on the bottom of the modem 
   
   
   Smart Modem Gateway - SIM slot on the side of the modem
   You don't need to check the SIM slot if it's still covered by a black sticker.
   
3. Make sure that your modem's cables are plugged in securely and not damaged.
   
   You’ll need to replace any broken or chewed cables.
4. Turn off your modem’s power outlet for at least 10 seconds.
5. Turn the outlet back on and wait for your modem’s Internet light to come on, then see if you can visit a website.
   
   NetComm NL20 modem
   
   
   Smart Modem Gateway 
   
6. Check your modem's 4G light. If it's off or red, try moving your modem to a different spot.
   
   Can't get a good signal? Give us a call on 13 22 58 and we'll help you out.
7. Do you have any devices connected to your modem with an Ethernet cable? If these devices can visit a website but devices on Wi-Fi can’t, switch to troubleshooting Wi-Fi No Connection.
8. If you can view websites on some devices but not others, even when they’re both connected the same way, you may need to fix some browser settings. Check out our guide on Browsing issues.
9. Still can't get online? Please call us on 13 22 58 and we’ll help you.

888 - Troubleshoot slow Home Wireless Broadband (for ih 644)

If your iiNet Home Wireless Broadband service is running slowly, these steps will help you identify the issue.

1. Your service may just be affected by planned maintenance. You can check your address on our Network Status page.
   
   If there is planned maintenance, the results will give you an estimated fix time.
2. Find your modem and turn off its power outlet for at least 10 seconds.
3. Turn the outlet back on and wait 3-5 minutes for your modem to reboot.
4. Check the 4G light on your modem. If it's off or red, try moving your modem to a different spot.
   
   Can't get a good signal? Give us a call on 13 22 58 and we'll help you out.
   
   NetComm NL20 modem
   
   
   Smart Modem Gateway 
   
5. Do you have any devices connected to your modem with an Ethernet cable? If speeds on these devices are fine but devices on Wi-Fi are slow, switch to Troubleshooting Wi-Fi speed.
6. Make sure that the device you’re using to run speeds tests is the only one connected to your modem. Unplug all other devices from your modem’s Ethernet ports and turn off other devices that are connected to the Wi-Fi.
7. On your one device, close all other apps using the internet, then run a speed test.
8. If your speed has improved on a single device, you may be running more devices or apps than your connection can handle at the same time. Some apps run in the background - you should close them if you don't need them.
   
   - If you use Windows, you can press CTRL+ALT+DELETE on your keyboard and then open the Task Manager to see what's running.
   - If you have a Mac, you can see all the apps running in the Dock at the bottom of the screen.
   
   If you need your internet to support more devices or apps at the same time, please call us on 13 19 17 to see if you can switch to a different type of internet service that will better suit your needs.
9. Make sure your modem’s Ethernet cables are in good condition.
   
   You’ll need to replace any broken or chewed cables.
10. Run a scan on your antivirus/anti-malware software. If your software includes any firewalls, temporarily disable them and run a speed test to see if they’re slowing down your internet.
    
    If any infections are detected, make sure they are quarantined and removed. Contact your software’s Customer Support if you need help.
11. Still getting slow speeds? Please call us on 13 22 58 and we’ll help you.

Your modem will take care of the hard stuff like internet settings, but we’ll need your help to plug it in. The main cables you need will come in the box, and you can grab extra Ethernet cables from the shops if you need them. 

Note: Your iiNet 4G SIM is already inside your modem. Please don't remove it because the SIM won't work in other devices.

Choose your modem to get started:

Picture	Modem
	NetComm NL20 Modem
	Smart Modem Gateway (VX420-G2H)

How to plug in your NetComm NL20 Modem for Home Wireless Broadband

1. Find a good spot for your modem. It's best to choose a clear, open location on a shelf or table - ideally near a window.
   
   You can try different spots if your first spot isn’t giving you a strong signal. Don't put your modem on the floor or inside a cupboard because this will cause a weak signal.
2. Use the power cable to plug your modem's Power port into a power outlet and press the ON/OFF button on the side of the modem.
   
3. Check the 4G light on the front your modem. If it's green or orange you’re online and you can start connecting your devices.
4. If the 4G light is off or red, try moving your modem to a different spot.
   
   No 4G light or can't get a good signal? Give us a call on 13 22 58 and we'll help you out.
   
5. Connect your devices. If you have extra ethernet cables, you can connect 4 devices to your modem’s yellow LAN ports. 
   
   If you want to connect your devices via Wi-Fi, you have 3 options:
   • Use the Wi-Fi Network name and Password on your modem's barcode sticker.
   • Scan the QR code on your modem's barcode sticker (Smartphones only).
     
   • Enable Wi-Fi Protected Setup (WPS) in your modem dashboard, then press the WPS button on the side of your modem for 3 seconds.
6. Your devices will automatically connect to the best Wi-Fi possible. If your Wi-Fi’s running slow, check out Improving Wi-Fi Signal.
   
   Please note that Home Wireless Broadband is not suitable for 4K streaming or online gaming. Learn more.
7. Once your devices are connected, you're good to go.

How to plug in your Smart Modem Gateway (VX420-G2H) for Home Wireless Broadband

1. Find a good spot for your modem. It's best to choose a clear, open location on a shelf or table - ideally near a window.
    
   You can try different spots if your first spot isn’t giving you a strong signal. Don't put your modem on the floor or inside a cupboard because this will cause a weak signal.
2. Use the power cable to plug your modem's Power port into a power outlet and press the ON/OFF button.
   

3. Leave your modem alone for 3-5 minutes while it runs through its automatic setup.

4. Check the 4G light on your modem. If it's green or yellow, you’re online with a good signal and you can start connecting your devices.

5. If the 4G light is off or red, try moving your modem to a different spot.
   
   No 4G light or can't get a good signal? Give us a call on 13 22 58 and we'll help you out.

   
6. You'll find the default Wi-Fi name (SSID) and Wireless Password/PIN on your modem's barcode sticker. If you want to change your Wi-Fi name or password, use this guide.
   
7. Your devices will automatically connect to the best Wi-Fi possible. If your Wi-Fi’s running slow, check out Improving Wi-Fi Signal.
8. For HD streaming, Ethernet is better than Wi-Fi. If you have extra Ethernet cables, you can connect up to 4 devices to your modem’s yellow LAN ports.
   
   Please note that Home Wireless Broadband is not suitable for 4K streaming or online gaming. Learn more.
9. Once your devices are connected, you're good to go.

Once Speed Dial 8 has been configured, BizPhone customers can pick up their phone and press a single number of the speed dial (2-9) and then press “Send” to connect a call.

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It's important to tell us when you're moving so we can move your iiNet services with you. Some internet services take time to connect, especially if equipment needs to be installed at your new address, so let us know as soon as possible.

A different type of internet may be available at your new address.

Do you only have iiNet Mobile? You don't need to relocate a mobile service, but it's good idea to check your new address on our coverage map.

1. You can relocate your nbn service in Toolbox.
   
   Have a different type of iiNet internet? Call us on 1300 541 714 and we'll help you out.
2. Log in to and select your nbn service.
   
   Never logged into Toolbox before? Check out An Introduction to Toolbox.
    
   
3. Hit Moving Home.
4. Tick the "I confirm that permission is granted" box to confirm that you're the account holder or have the account holder's permission for the move.
    
   
5. Enter your New Service Address.
   
   If you don't choose from the list of auto-completed addresses, you'll be asked to confirm your address details.
    
   
6. Select the internet service you want to relocate.
   
   Note: If you change the selection to "Add a new service", you'll order a new service on a new account. Your existing broadband service will not be relocated or disconnected.
    
   
7. If you have an existing iiNet modem, we'll check if it's compatible with your new internet service. If it's not compatible or you have a BYO modem, select your desired modem option.
    
   Note: Phone services are not available if you choose to BYO modem.
8. Choose your desired internet plan and fill out your order details, then hit Sign up now to submit your relocation order.
    
   We'll keep you updated on the progress of your order via email and SMS.