Who better to give advice about the ins and outs of your iiNet account than the experts on our very own iiNet team? Our friendly contact centre team have firsthand experience helping customers with their accounts and services, so we asked them for their top tips to help you save time on managing your account. Have a read through this inside advice from various departments and you may learn a trick or two!
You may be surprised to learn that one of the most common problems that has people ringing up isn’t related to internet service issues at all! Making payments and updating expired payment details are two of the most common customer queries handled by our Billing Team, but did you know that you can take care of both without even having to pick up the phone? That’s right – thanks to Toolbox, our online account management portal, you can make a payment or update your credit card/bank account details with ease.
Follow these handy guides and you can take care of it in just a few minutes:
Our Faults Team do most of their work behind the scenes to make sure service issues get fixed as quickly as possible, but they still have one key piece of advice for our customers: if the internet goes down, the first thing you should do is check if it’s an outage. While you may prefer to start with the old “turn the modem off and then on again” trick, it’s not worth spending any more time troubleshooting until you know that it’s a problem affecting just you, as opposed to a more widespread outage.
Our Network Status Checker lets you look up any outages or planned maintenance that might be affecting services in your area.
Moving house is already a hassle with all the packing, lifting and shifting you need to get all your belongings from A to B. The last thing you need is get stuck without internet at your new place! If you contact our dedicated Movers Team ahead of the big move, we can take care of getting your iiNet services connected at your new address. You can do this online or by calling us on 1300 541 714.
However, there’s something else to keep in mind when you’re moving to a new place. If a previous occupant has left their own phone or internet services connected, it can cause delays. It’s illegal to disconnect existing services without some paperwork proving that you’re the new occupant at the premises.
Use this strategy to make sure things go smoothly:
The average Australian doesn’t have to pay much attention to their modem/router – once it’s plugged in, it’s left alone to do its thing (perhaps with the occasional restart here and there). If you have set up a modem in the past, it’s likely that it was for an ADSL broadband connection – just plug it into the phone socket. Today, things are a little more complicated. The range of different technologies making up the NBN™ mean there’s different ways you need to set up a modem/router, and some of them include additional NBN™ equipment.
In addition to our regular setup guides, we’ve gone the extra mile with setup videos to give our customers an easier way to visualise how your iiNet modem/router needs to be plugged in for each type of NBN™ connection. If you’re not sure which type of NBN™ you have, you’ll find this listed on emails from us regarding your NBN™ order, or you can always check your address on our website to find out.
iiNet modem NBN™ setup videos
Do you have a question about managing your iiNet account? Ask us in the comments and we’ll point you in the right direction, but for urgent matters please contact us directly.