Supporting you during the COVID-19 outbreak
We’re working hard to ensure the wellbeing of both our customers and staff during these unprecedented times. It is a top priority of the iiNet team to offer the utmost support to you during the COVID-19 outbreak and ensure that your internet service is running as smoothly as possible.
Here are the resources we have available to assist you.
Getting in contact with us
We are currently experiencing a large increase in support enquiries and call wait times may be longer than usual during this time. We apologise for any inconvenience and Thank you for your patience and understanding.
As some of our call centres are now affected by government-imposed shutdowns, we’re implementing tools to allow staff to work from home and continuing to support you. Our “follow the sun” business model ensures we have customer service teams available at other sites to help you throughout the day.
You can now seek support via our new LiveChat services on our website contact page.
Online support tools
To assist you during this time, we’ve increased our online customer service channels for our customers and ask you explore these and make them your first points of contact with us:
You can manage your account, billing and payment details with our secure online management platform, Toolbox. Check out this article to see how to log in to your Toolbox account and find your way around.
Our customer support page is now sporting a fresh new look and an easy-to-use platform so you can find the answers to your questions with ease. You will find:
- Guides to update your contact details and payment method.
- Our speed test tool allows you to check your download and upload speed plus other performance tests like latency.
- WiFi strength tips.
- Steps on how to check your data usage.
- Set up guides to get your iiNet services up and running.
- Troubleshooting for your iiNet internet services, phone services, emails and more!
The increase in demand has seen connection times extended however the NBN Co are working hard to ensure that everyone is connected. If you currently have an appointment that you need to reschedule, you can do so via your Toolbox account here.
Network status updates
Are you experiencing issues with your internet connection? Before you give us a call, check your address on our Network Status page to see if there are any event notices that may be affecting your service.
From 1 April 2020, NBN™ Satellite peak quotas have been temporarily doubled to enable customers in rural and regional Australia to continue to access vital communication services. See our NBN™ Satellite Fair Use Policy for more information.
On-net ADSL2+ and Naked DSL
Until further notice, these services will continue to run at full speed, even if all monthly data has been used. We hope this change helps customers to work or study from home effectively.
If you are worried you will not be able to pay your iiNet bill due to illness or loss of income, please refer to our Financial Hardship Policy.
We want to assure you that we’re doing our best to help our customers in any way we can in the coming weeks. We thank you for your understanding as we adapt to these challenging times together.
- The iiNet Team