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In this web and tech savvy world, people don’t want to have to call a goods or service provider for small things they could do themselves. For many tech lovers, everything is better, easier and more convenient when you can do it online.

At iiNet, we understand that our customers want to be able to organise their account simply and easily, in their own time. That’s why we introduced the first Toolbox over a decade ago: a self-service solution that allows users to manage their own account and services.

For those of you who’ve been using Toolbox since the early days, you may have noticed or upgraded to the newer, improved version of Toolbox which was fully released in 2014. Now that the latest Toolbox has been around for a few years, it’s finally time to retire Vintage Toolbox after almost 15 years of service.

As we say farewell to Vintage Toolbox, we thought we’d take the opportunity to discuss this great service and how it can help you if you haven’t already jumped on board.

Why did we Upgrade Toolbox?

If you loved the Vintage Toolbox, you might be wondering why we decided to make updates. The main reason for the makeover was to ensure Toolbox was accessible across multiple devices. Vintage Toolbox was not optimised for mobiles or tablet. Our update had these devices in mind, optimising the presentation on mobile and tablet and ensuring all Toolbox features are available across all devices. It’s now easier than ever to use Toolbox on the go with your mobile devices.

Another improvement made with the upgrade was making Toolbox more screen-reader friendly. Screen-reader software converts visual text on a screen to synthesised speech, allowing visually impaired users to understand what is on their screen by listening to what is being read out loud. We worked with a blind staff member and used JAWS as our testing software to ensure our screen-reader was accurate, easy-to-use and top notch.

An aim of the update was to beef up Toolbox and make it more robust. In the days of Vintage Toolbox, a network fault or systems going down meant users would be presented with the message “Come back later” when they tried to log-in to their Toolbox. The new Toolbox offers a read-only version when systems are down or unavailable. This means if you want to just check your account balance or perform any read-only actions during an outage – you can!

Get Better Acquainted with Toolbox

If you haven’t been utilising your Toolbox account, perhaps it’s time to give it a try. There’s no better time to give it a go with our new Toolbox winning us a WAITTA Consumer Services Award, and a bronze medal for self-service technology at the Contact Centre World Awards. You can take advantage of this award-winning technology, 24 hours a day, 7 days a week.

Toolbox is clean, intuitive and customisable. You can move the dashboard panels most relevant to you to the top of the list and even hide ones you don’t use. When you log in you will receive notifications which will alert you to important information or actions needed. For example, if we realise your account is using an out-of-date email address, you’ll get a reminder to update that information when you log in to Toolbox. Other alerts you might see include notification that nbn™ has gone live in your area, loyalty benefits and current promotions that are running.

Some of the basic things you can do yourself in Toolbox include: change your plan, update your payment details, recover a forgotten password, pay invoices, activate mobile SIMs and monitor broadband and phone usage. You even have the option of downloading usage data as a CSV file so you can build your own reports and do your own calculations to assess your usage.

Our expert team are continuing to work on and improve Toolbox, using customer feedback to make it the best possible service it can be. If you’d like to provide any feedback on the Toolbox, please email us your suggestions to toolbox3feedback@iinet.net.au.

29 comments

  1. Graeme Edward Bainbridge says:

    T am trying to log into my toolbox account.My user name is correct but I have forgotten my password. I tried to retrieve the password by but answering your questions but still I can`t get in. please help me to retrieve my details.

    • Leo Yarnold says:

      Hi Graeme,

      have you been able to retrieve your details since? If not, it may be best to call Support directly on 132258.

      – Leo.

  2. Deborah Mosman says:

    Because I pay my bill automatically I get acknowledgement of payment via email, rather than the actual invoice.
    Anything I’ve read so far about logging into the toolbox instructs me to use the username as displayed on my invoice. I can’t find the username anywhere else and can’t remember it.
    I may be missing something, but can you advise how to get my username in order to start using the toolbox? I feel like I’m going around in circles.

    • Leo Yarnold says:

      Hi Deborah,

      Your username is the same as your iiNet e-mail address. So, when we e-mail you your invoices, they should be going to the e-mail addresses listed on the account, so it may pay to check your e-mail for your invoices.

      – Leo.

  3. Hi can any body tell me how to get my sound back on u tube I have to read the messages in psychic readings and it just goes to fast for me I have tried every thing and I can not do it I am 72 years old can any body out there HELP ME PLEASE.

  4. Neville M Ludbey says:

    How can I see which sites were used, and were responsible for the use of large chunks of data, from my usage graph, in tool box?

  5. anne.c13@iinet.net.au says:

    Keep it simple…Make sure your customers over 60 have been considered and can easily follow your basic directions..Help us to become iinet savvy.

    • Reece Hatton says:

      Thanks for the feedback, that’s definitely what we intend! Let us know if you run into anything particularly difficult or confusing and we’ll be sure to pass this on. Alternatively, feel free to reach the design team directly at toolbox3feedback@iinet.net.au if you have any feedback or suggestions for the new toolbox.

      – Reece

  6. Laurel Schmidt says:

    Looking forward to using updated Toolbox. Anything that makes life easier is a bonus.

  7. janny says:

    Hi, can you text or email me when I’ve used 50 per cent of my ‘juice’, and then 85 per cent. Telstra do it an it works for those of us who don’t know (or care) about mb and kb.

    • Leo Yarnold says:

      Hi Janny,

      We already do send out usage notifications by e-mail to our customers. If you aren’t receiving these, don’t hesitate to contact Support/Billing on 132258 and staff can add it for you.

      – Leo.

  8. Sandra says:

    You send me the accounts to my current address, but when I try to access TOOLBOX it has an email address that I have not used for years. Please update your records. I don’t have time to talk to salespeople.

    • Leo Yarnold says:

      Hi Sandra,

      Did you know that you can update your contact details in Toolbox?

      Login to Toolbox, then clock on the banner that says “My Account”.
      On the left side of the screen, click on the option that says “Update Contact Details”

      You’ll now be able to see what contact details we have on file for you and either Delete, or Edit them.

      – Leo.

  9. patrina says:

    Hi I have not had Internet or home pjone for 3 weeks and when we ring support we cant gwt through

    • Leo Yarnold says:

      Hi Patrina,

      Apologies for the delay, we’ve located your details and have requested be made to your mobile as soon as possible.

      – Leo.

  10. Peter Bourns says:

    Congratulations to your team working on the upgrades to Toolbox, I have been using it for years and have never really tested it to destruction, well done.

  11. John says:

    I use toolbox regularly to check usage levels of internet and our 3 phone services. Always found it easy to log into and find the info I want.

    My only issue us that the mobile phone usage can be 2 or 3 days behind. That is not such a problem for me but it might be for high users.

    • Leo Yarnold says:

      Cheers for the great feedback John!

      Mobile use can be up to 48 hours behind, as we do depend on our mobile provider for this data and it isn’t live.

      – Leo.

  12. Laurie says:

    Vintage Toolbox used to give a total for calls by Category (i.e. Local, Mobile, National & International) for a Landline. New toolbox just gives a total for the month rather than a category split first. Surely someone can get this upgraded ??? I thought the new toolbox was supposed to provide AT LEAST what we got with vintage ?

    • Leo Yarnold says:

      Hi Laurie,

      Cheers for your feedback, it is appreciated.

      With regards to this, the front page of Toolbox will indeed give you a general summary, however you can still see a breakdown of your different call types. To do so:

      * On the main page, click on thr “More..” link at the bottom on your Home Phone box, OR
      * Click on “My Products”, then the “Phone” tab.

      This will then show the breakdown of calls by each category. You can refine the results to being displayed by invoice as well, by clicking on “Advanced Search” on the same page and then choosing the option for “Search By Invoice”.

      – Leo.

  13. Horst Neumann says:

    what I liked on the Vintage Toolbox was the information about any connection problems or down times for my iiNet connection,
    I cannot see a similar feature on the new Toolbox. It is useful to know if there is something wrong with my computer or the telephone connection!

    • Reece Hatton says:

      Hey Horst,

      If you go to My Products, ensure your broadband is selected, then go to View Connection History, this will show you the length of connections, IP address, and cause of termination of the previous connection. Is this the feature you are looking for?

      – Reece

  14. robyn walker says:

    I reported my landline NOT working several months ago. Support staff was very patient while I connected and disconnected lines in and out . However nothing worked and I was told that my phone would be reported within so many days and would be fixed . I received 4 text messages saying that the fault had been rectified but when I went to use the phone it still wasn’t working.I tried to contact iinet but had trouble getting through and after a 20 min wait (on my mobile) I hung up. I have been reluctant to phone again as I just don’t have the time to go through everything again. I have tried using a new phone but still no go.Internet is working but not the phone.

    • Leo Yarnold says:

      Hi Robyn,

      Sorry to hear that you’re having phone issues! We have found your account details and are arranging for a staff member to call your mobile in order to complete phone troubleshooting, with a view to lodging a fault for you.

      – Leo.

  15. Harish says:

    I want to change my method of payment using Toolbox instructions.Although instructions tell you what to do that facility is not available in the Toolbox to change the method of payment.

    • Leo Yarnold says:

      Hi Harish,

      You most certainly are able to change your payment details via Toolbox. When you attempted to do so, we’re you receiving any error messages?

      – Leo.

  16. Jeff Miles says:

    Robyn – Are you sure you have a true landline? As far as I can see iinet only offer internet phone service (VOiP) which I understand does not work during power outages and does not come with a Customer Service Guaratee (which is compulsory for a true landline).

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