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If you suspect your mobile device has been lost or stolen, take action as soon as possible.

In rare cases, you may still have your device but you can’t use it because your mobile number has been stolen through an unauthorised port.

How to report a lost or stolen mobile device/number

You can report a missing device or unauthorised port by giving us a call on 13 22 58, or +61 8 9214 2222 if you are overseas.

Once you contact us, we can bar your SIM to prevent any unauthorised charges to your account. We can also block your device’s IMEI so it cannot be used with another SIM.

If your mobile number was ported or SIM swapped without your consent, we can reverse the port (and provide a new SIM if necessary).

More info

What should I do before reporting a lost or stolen device?

Before reporting a device as lost or stolen, try calling it. Someone may answer or you might hear it ringing. You should also check whether it’s been handed into your local police station.

You could also try to track the location of the device with:

Find My iPhone (Apple)
Android Device Manager (Android)
My Phone (Windows)

What happens when you bar my service?

When we bar your service, your phone will be unable to make calls except to emergency services. If someone tries to make a call, a recording will advise them that call barring is active on the phone.

Barring your service doesn’t terminate your monthly plan. You can get a replacement SIM card to use with another device.

What if I find the device after you bar my service/block my IMEI?

If you find your device, give us a call on 13 22 58 and we’ll unbar the service and remove the IMEI block. This can take up to 24 hours to come into effect.

How do I check if a phone has been reported lost or stolen?

You can check if it has been reported lost or stolen through the Australian Mobile Telecommunications Association website and entering the IMEI of the device.

What can I do to deter mobile thieves?

Keep your mobile out of sight when you're out and about.
Never leave your mobile unattended.
Keep a note of your 15-digit IMEI number.
Use your mobile’s security features such as an unlock PIN, security pattern or thumbprint scanner.

How can someone steal my mobile number in an unauthorised port?

Multi-factor authentication methods protect mobile users from most unauthorised ports. For example, a unique verification code is sent to the affected mobile number before it is allowed to be ported to a new telco or swapped to a new SIM.

A criminal typically needs access to your unlocked mobile phone or other identity documents to complete an unauthorised port. Today, it happens in rare cases of identity theft or fraud.

What else should I do if my mobile number had an unauthorised port?

Contact your bank or financial institution ASAP and tell them someone might be committing fraud using your details;
Change your passwords for important accounts like your bank, email and social media;
Report any fraud to local police or the Australian Federal Police;
Report any cybercrime involving identity theft or online fraud to the Australian Cyber Security Centre;
Contact IDCARE on 1300 432 273 if you want help with identity crime or cyber security;
Report the activity to Scamwatch.

To get started, select your internet type:

Don't know which type of internet you have? Check the email from us about your iiNet order.

These guides will help you set up older iiNet modems.

Don't have an iiNet modem? Check out our BYO Modem Setup Guides.

Choose your modem

Picture	Modem
	Cable Gateway Pro (CG3000 & CG2200)
	TP-Link VR1600v Modem
	TG-789 Broadband Gateway
	Modem not listed here? See Current iiNet modems.

Cable Gateway Pro (CG3000 & CG2200)

Set up Ultra Cable

More guides

TP-Link VR1600v Modem

Choose which type of internet you have - this will be mentioned in emails from us about your order:

More guides

Factory reset modem
Change Wi-Fi password
Change modem password
TP-Link Download Centre
Modem status lights
Note: WPS is disabled by default. It can be manually enabled by logging into the modem settings at http://192.168.1.1 and selecting Advanced > Wireless > Advanced Settings, then tick Enable for WPS and Save.

TG-789 Broadband Gateway

Choose which type of internet you have - this will be mentioned in emails from us about your order:

More guides

If you can't get calls on your nbn® phone or Netphone service, these steps will help you identify the issue.

nbn® Phone and Netphone are VoIP phone services that work over the internet.

Is your phone service still new? We'll send you and email and SMS when it's ready to use.

If you're moving an existing phone number to iiNet: After your internet is connected, it can take up to 5 days to transfer your number. During this time you can make calls using a temporary number, but you won't get calls.
Is your internet working? Your phone service can't work without internet. You can check your address for an internet outage or planned maintenance on our Network Status page.
Find your modem and make sure your phone and all cables are plugged in securely and not damaged. Replace any damaged cables.

Note: If your phone is damaged, please replace it or contact the seller for a warranty claim.
Make sure your phone has power. Wireless phones may have batteries that need to be recharged or replaced.
Turn off your modem’s power outlet for at least 5 minutes.
Turn the outlet back on and wait for your modem’s lights to settle, then try to make a call.
If you still can't get calls, please use an alternative phone service to call us on 13 22 58 for further assistance.

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

If your Wi-Fi's running slow, these steps will help you identify the issue.

Stand next to your modem and run a speed test.

Wi-Fi usually has a range of 30 metres indoors, but this can be reduced by walls and other obstacles between your devices and your modem.
If your Wi-Fi is only slow in certain parts of your home, check out our guide on improving Wi-Fi signals.
If you're using a phone, turn off 4G/5G data to make sure that your phone is using the Wi-Fi, then run another speed test.
Your speed may temporarily slow down if you’re running more devices or apps than your connection can handle at the same time. For example, if a device is downloading a large file or running a 4K streaming app, your speed should improve when it’s finished.

If you need to run more devices or apps at the same time, you can change your plan in Toolbox or call us on 13 19 17 for support.
Wi-Fi still slow? If you have an iiNet modem, please call us on 13 22 58 and we'll help you out.

If you have a third-party modem, please check the manufacturer's website for support.

Here’s how you can set up a compatible bring-your-own (BYO) modem for iiNet nbn HFC.

Your nbn Phone service and included calls are not available if you use a BYO modem.

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

Modem compatibility
General nbn® HFC setup guide for any modem

Modem compatibility

To work on iiNet nbn HFC, your modem must:

Be nbn-ready and able to support your nbn plan speed
Support PPPoE connections by Ethernet WAN

For a list of modems tested by our team, see nbn BYO modem requirements.

General nbn® HFC setup guide for any modem

All modems are different. If this advice doesn’t work for your modem, check the manufacturer’s website for a guide on how to plug in and enter the iiNet settings.

Find your nbn Connection Box (NCB) – this should be connected to your cable wall socket, which may be near another cable wall socket for a cable TV service. Unplug any old modem from the nbn Connection Box and power outlet.

If your NCB is missing, please call us on 1300 634 515.
Use an Ethernet cable to connect your modem's WAN or LAN/WAN port to your NCB's UNI-D1 or 2.5G port.

NCBs with 2.5G ports were supplied from 1 October 2024.
Use the power cable to connect your modem's Power port to a power outlet, then turn it on.

If your modem has a power button or switch, turn it on.
Connect a device to your modem. You can use an Ethernet cable to connect a device to one of the LAN or Ethernet ports, or connect via WiFi.

The default WiFi name (SSID) and password can be found on your modem’s barcode sticker.
On your connected device, open your web browser and go to your modem’s gateway address (e.g. http://192.168.1.1). The gateway address and login details can be found on the barcode sticker.

Modems may have a login username and password, or just a password.
Make sure your modem has the following settings. If you’re not sure how to do this, check the manufacturer’s website for a guide.

Mode/Modulation: WAN
Connection Type: PPPoE
You’ll need to enter your iiNet username and password for the PPPoE connection. Your username is in emails from us about your iiNet order, and on your iiNet invoice.

If you forgot your password, you can reset it.
Save your settings and wait 5-10 minutes for your modem to connect.
You should now be online. If you can’t view a website or notice a red or unlit Internet light on your modem, call us on 13 22 58 for help.

We’re fully trained on iiNet modems, but please note that there may be limited support for your BYO modem.

Check the manufacturer's website for a setup guide on how to plug in and enter the iiNet Broadband Settings.

Here’s how you can set up a compatible bring-your-own (BYO) modem for iiNet nbn FTTC.

Your nbn Phone service and included calls are not available if you use a BYO modem.

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

Modem compatibility
General nbn® FTTC setup guide for any modem

Modem compatibility

To work on iiNet nbn FTTC, your modem must:

Be nbn-ready and able to support your nbn plan speed
Support PPPoE connections by Ethernet WAN

For a list of modems tested by our team, see nbn BYO modem requirements.

General nbn® FTTC setup guide for any modem

All modems are different. If this advice doesn’t work for your modem, check the manufacturer’s website for a guide on how to plug in and enter the iiNet settings.

Find your nbn Connection Box (NCB) – this should be connected to your phone wall socket. Unplug any old modem from the NCB and power outlet.

If your NCB is missing, please call us on 1300 634 515.
Use an Ethernet cable to connect your modem's WAN or LAN/WAN port to your NCB's Gateway port.
Use the power cable to connect your modem's Power port to a power outlet, then turn it on.

If your modem has a power button or switch, turn it on.
Connect a device to your modem. You can use an Ethernet cable to connect a device to one of the LAN or Ethernet ports, or connect via WiFi.

The default WiFi name (SSID) and password can be found on your modem’s barcode sticker.
On your connected device, open your web browser and go to your modem’s gateway address (e.g. http://192.168.1.1). The gateway address and login details can be found on the barcode sticker.

Modems may have a login username and password, or just a password.
Make sure your modem has the following settings. If you’re not sure how to do this, check the manufacturer’s website for a guide.

Mode/Modulation: WAN
Connection Type: PPPoE
You’ll need to enter your iiNet username and password for the PPPoE connection. Your username is in emails from us about your iiNet order, and on your iiNet invoice.

If you forgot your password, you can reset it.
Save your settings and wait 5-10 minutes for your modem to connect.
You should now be online. If you can’t view a website or notice a red or unlit Internet light on your modem, call us on 13 22 58 for help.

We’re fully trained on iiNet modems, but please note that there may be limited support for your BYO modem.

Check the manufacturer's website for a setup guide on how to plug in and enter the iiNet Broadband Settings.

Here’s how you can set up a compatible bring-your-own (BYO) modem for iiNet nbn FTTP.

Your nbn Phone service and included calls are not available if you use a BYO modem.

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

Modem compatibility
General nbn® FTTP setup guide for any modem

Modem compatibility

To work on iiNet nbn FTTP, your modem must:

Be nbn-ready and able to support your nbn plan speed
Support PPPoE connections by Ethernet WAN

For a list of modems tested by our team, see nbn BYO modem requirements.

General nbn® FTTP setup guide for any modem

All modems are different. If this advice doesn’t work for your modem, check the manufacturer’s website for a guide on how to plug in and enter the iiNet settings.

Find your nbn Connection Box (NCB) – it's usually installed on the inside of an exterior wall, sometimes in the garage. Unplug any old modem from the NCB and power outlet.
Use the power cable to connect your modem's Power port to a power outlet, then turn it on.

If your modem has a power button or switch, turn it on.
Use an Ethernet cable to connect your modem's WAN or LAN/WAN port to your NCB's yellow PORT.

NCB has 4 ports? Plug into UNI-D1 or PORT 1 first. If that doesn’t work, try each other port and wait a few minutes to see if your NCB gets a green OPTICAL light. If all NCB lights are off, press the LED ON/OFF button to turn them back on.
Connect a device to your modem. You can use an Ethernet cable to connect a device to one of the LAN or Ethernet ports, or connect via WiFi.

The default WiFi name (SSID) and password/PIN can be found on your modem’s barcode sticker.
On your connected device, open your web browser and go to your modem’s gateway address (e.g. http://192.168.1.1). The gateway address and login details can be found on the barcode sticker.

Modems may have a login username and password, or just a password.
Make sure your modem has the following settings. If you’re not sure how to do this, check the manufacturer’s website for a guide.

Mode/Modulation: WAN
Connection Type: PPPoE
You’ll need to enter your iiNet username and password for the PPPoE connection. Your username is in emails from us about your iiNet order, and on your iiNet invoice.

If you forgot your password, you can reset it.
Save your settings and wait 5-10 minutes for your modem to connect.
You should now be online. If you can’t view a website or notice a red or unlit Internet light on your modem, call us on 13 22 58 for help.

We’re fully trained on iiNet modems, but please note that there may be limited support for your BYO modem.

Check the manufacturer's website for a setup guide on how to plug in and enter the iiNet Broadband Settings.

Your choice of modem and how you set it up in your home could stop you from getting the maximum speed of your internet plan.

Whether you’re re-using a modem from your previous nbn® provider or you bought one from your local computer store, most nbn modems will work with iiNet nbn. However, there are a few exceptions that we'll explain here.

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

High speed nbn® modem requirements
Basic BYO nbn® modem requirements
Modems from previous nbn® providers
Modems purchased independently
Modems previously supplied by iiNet

High speed nbn® modem requirements

This advice is for standard nbn plans. If you have a high-speed NBN500, nbn Superfast or Ultrafast plan, see High speed nbn modem requirements.

Basic BYO nbn® modem requirements

To work on iiNet nbn, your modem must:

Be nbn-ready and able to support your nbn plan speed;
Support PPPoE connections;
(For nbn FTTB/FTTN only) Support VDSL2 connections and SOS/ROC;
(For all other types of nbn) Support connections by Ethernet WAN.

You should be able to find this information on the manufacturer’s or retailer’s website. Alternatively, you can check the barcode sticker on the modem for the make and model, or search online.

Important: If you got iiNet nbn with an iiNet modem, and then replaced it with a BYO modem, your BYO modem must support VLAN tagging.

For the best performance, we recommend using a modem with Wi‑Fi 6 (802.11ax) or newer. Devices that only support Wi‑Fi 5 (802.11ac) or earlier may limit speeds on higher‑speed plans, and older Wi‑Fi standards such as Wi‑Fi 4 (802.11n) can significantly impact performance.

Modems from previous nbn® providers

Previous nbn® provider	Compatible with iiNet nbn®?
Telstra	✅ Compatible
Optus	❌ Not compatible
Dodo	✅ Compatible
Belong	✅ Compatible
Aussie Broadband	✅ Compatible
Buddy Telco	✅ Compatible
Superloop	✅ Compatible
Tangerine	✅ Compatible
TPG	✅ Compatible
Vodafone	✅ Compatible
Internode	✅ Compatible

Modems purchased independently

The following modems have been tested by our team.

Modem	nbn® FTTB/N	All other nbn® types
Fritz!Box 7490	❌ Not compatible	✅ Compatible
Vodafone Super Wi-Fi	✅ Compatible	✅ Compatible
Vodafone Wi Fi Hub 1.0 (Technicolor DMA0120VHA)	✅ Compatible	✅ Compatible
Vodafone WiFi Hub 2.0 (Netcomm NL1902)	✅ Compatible	✅ Compatible
Vodafone WiFi Hub 3.0 (Netcomm NL20)	✅ Compatible	✅ Compatible

Modems previously supplied by iiNet

All current iiNet modems are compatible with our nbn services.

Some older modems may still work on certain nbn connection types. However, many of these devices are no longer supported and may not meet current performance or security standards. For the best experience, we recommend using a current modem that meets our requirements.

Modem	nbn® FTTB/N	All other nbn® types
Technicolor TG-1	✅ Compatible	✅ Compatible
Technicolor TG-789 Broadband Gateway	✅ Compatible	✅ Compatible
TP-Link Archer VR1600v	✅ Compatible	✅ Compatible
TP-Link VX220-G2V	✅ Compatible	✅ Compatible
TP-Link VX420-G2H (Smart Modem Gateway)	✅ Compatible	✅ Compatible
TP-Link VX420-G2V	✅ Compatible	✅ Compatible
Wi-Fi Max	✅ Compatible	✅ Compatible

Here’s how you can set up a compatible bring-your-own (BYO) modem for iiNet nbn FTTB/N.

Your nbn Phone service and included calls are not available if you use a BYO modem.

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

Modem compatibility
General nbn® FTTB/N setup guide for any modem

Modem compatibility

To work on iiNet nbn FTTB/N, your modem must:

Be nbn-ready and able to support your nbn plan speed
Support PPPoE and VDSL2 connections
Have both Save Our Showtime (SOS) and Robust Overhead Channel (ROC) features

For a list of modems tested by our team, see nbn BYO modem requirements.

Important: If an incompatible modem is detected, nbn Co may block your connection to prevent network issues. If you believe an incompatible modem has been plugged in, please call us on 13 22 58 and we can get your connection unblocked.

General nbn® FTTB/N setup guide for any modem

All modems are different. If this advice doesn’t work for your modem, check the manufacturer’s website for a guide on how to plug in and enter the iiNet settings.

Find your phone wall socket – you probably already have a modem plugged in from your last internet service. Unplug any old modem from the phone wall socket and power outlet.
Use a phone cable to connect your modem’s DSL port to your phone wall socket.
Use the power cable to connect your modem's Power port to a power outlet, then turn it on.

If your modem has a power button or switch, turn it on.
Connect a device to your modem. You can use an Ethernet cable to connect a device to one of the LAN or Ethernet ports, or connect via WiFi.

The default WiFi name (SSID) and password can be found on your modem’s barcode sticker.
On your connected device, open your web browser and go to your modem’s gateway address (e.g. http://192.168.1.1). The gateway address and login details can be found on the barcode sticker.

Modems may have a login username and password, or just a password.
Make sure your modem has the following settings. If you’re not sure how to do this, check the manufacturer’s website for a guide.

DSL Standard/Mode/Modulation: VDSL2
Connection Type: PPPoE
VDSL Profile: 17a Multi Mode
VDSL Connection Type: PTM
VLAN: Off or disabled
You’ll need to enter your iiNet username and password for the PPPoE connection. Your username is in emails from us about your iiNet order, and on your iiNet invoice.

If you forgot your password, you can reset it.
Save your settings and wait 5-10 minutes for your modem to connect.
You should now be online. If you can’t view a website or notice a red or unlit Internet light on your modem, call us on 13 22 58 for help.

We’re fully trained on iiNet modems, but please note that there may be limited support for your BYO modem.

Check the manufacturer's website for a setup guide on how to plug in and enter the iiNet Broadband Settings.