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Account advice straight from the iiNet Team

WNVCCCadviceFEATURE

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!

Handle payments in a snap with Toolbox

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:

If the Toolbox screenshots in these guides aren’t looking too familiar, you’ve got a different version of Toolbox! See Paying an invoice in Toolbox and Updating payment details in Toolbox instead.

Internet down? Here’s what to check first

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.

  • Simply enter your postcode in the tool on our Network Status
  • If you’re on the NBN™, be sure to select the “I’m an NBN™ customer” option so you’re seeing the right information.
  • The map will show your suburb’s location and the location of internet facilities in the area. If all’s well, you’ll see the icon for Normal operation.
  • However, if something’s wrong or maintenance is planned, you’ll see a Minor/Serious/Major issue icon or a Planned upgrade
  • Beneath the map, there’s a list of events and planned upgrades that may be affecting your service. You can click on each list item to get the full details.
  • Any outages should list an estimated resolution time, so your internet issue may simply be a matter of waiting for the outage to be fixed.
  • If your service still isn’t working after the outage is showing as fixed, give your modem a restart and try to connect. If it’s still not working, that’s when it’s time to give us a call to troubleshoot as another underlying issue may be affecting just you.

iinetworkstatusexample

Moving house? Here’s our top tip for a smooth move

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:

  • When you’re organising the move, try to get in touch with the previous occupants to make sure they’re getting their phone and broadband services relocated or disconnected in a timely fashion once they’ve vacated the property. Depending on if you’re renting or buying, this may need to be through a landlord or real estate agent.
  • If you can’t get in touch with the previous occupants or they’re giving you the run-around, the next best thing is to get your Proof of Occupancy documents ready to go so you can supply them as soon as they’re requested. You can find a list of acceptable documents

Get some extra help with your modem/router setup

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.

78 comments

  1. Judith says:

    Very helpful, but I have an additional question if I am changing my address. Is the NBN modem portable regardless of the type of broadband connection?

    • Leo Yarnold says:

      Hi Judith,

      Great question!

      This does depend on the connection that will be available the new address, so we do recommend checking with us first. For instance, for NBN HFC services, the modem we use has a specific firmware just for this connection type, so it isn’t able to be used with other NBN connections.

      – Leo

  2. Debbie Brown says:

    A ‘how to’ on moving your NBN plan to a brand new residence would also be useful. I got very confused by having to ‘register’ for the NBN before our plan could be moved from our rental to our newly built house. We were in the house about 3 weeks before we finally had the internet and it required lots of phone calls to both the NBN authority and iinet.
    PS Very useful documentation otherwise. Thanks.

  3. Lindsey Stockdale says:

    Can you tell us how to block an email address. I get some spam and some suspicious emails. I’d like to be able to block them by address.

  4. Geoff says:

    After a lightning strike we lost our internet connection, our modem was destroyed as was our phone system. Following all the procedures described – from the NBN check on the day it happened to the eventual restoration of the service it took about 4 weeks. Through our mobile phone contact with the iiNet consultant it was indicated that we would receive compensation for the time we were without the internet. Two bills later there is no sign of compensation. We have continued to be billed for the full amount. Disappointing. We may have to start looking at other providers in the future.

    • Leo Yarnold says:

      Hi Geoff,

      We can absolutely ensure that credits for downtime are applied for you. Please get in touch with us directly, with your details and mentioning your reply here, to iiOnline@iinet.net.au. We’ll then locate your account and arrange assistance for you.

      – Leo

  5. Marcel & Margaret Schondelmaier says:

    I would like to increase my mobile allowance by $ 5.00.

    Please advise

    • Leo Yarnold says:

      Hi Marcel & Margaret,

      You can make changes to your account via the iiNet Toolbox:

      https://toolbox3.iinet.net.au

      If you don’t see a way to change your mobile settings there, please give our Billing team a call on 13 22 58 – they’ll gladly lend a hand with the changes you need.

      – Leo

  6. Kevin Rivett says:

    We have been a iiNet customer for many years, this year we’re away for 4 months and without canceling our membership you do not have a better option for us to suspend our membership, hence we are paying all the money and not using any of the benefits.
    What are you planning to offer next time?

    • Leo Yarnold says:

      Hi Kevin,

      Thanks for taking the time to chat to us.

      We certainly understand your point, however, we simply do not have a way to suspend services for a set period of time, as we do incur costs (with the relevant wholesalers) to keep services active whilst you are away. Therefore, we do recommend considering downgrading your plan to the lowest available. This will keep the service active and still allow access to items like e-mail whilst you are away, so that the connection will be able to be used on your return.

      Otherwise, the other option is to completely cancel the service and then start a new one when you return, however, you may incur new connection costs, as have additional time offline whilst we establish a new connection. If you’re under a contract, a contract break fee could well be applicable.

      – Leo

  7. Noelle Udall says:

    This is pretty helpful – I didn’t know I could check the Network Status. Thanks!

  8. Adrian Pobke says:

    Finally we are connected to the NBN, it is now working very well. Thank you for all your help your staff in West Aust and NSW did to finally arrange full connection. I do not have a kind word to say about NBN and the messing around they did for over three months. Especially when they disconnected our service and took over 14 days to just connect again at our local Telephone Exchange.

  9. Rob G. Tonge says:

    You assume everyone uses a computer. A recent survey of a large men’s group indicated 27% of the over 60s don’t use computers.

  10. Ross Hill-Brown says:

    Network Status Checker only works if the system is not down. I have had to check in the office if my home NBN is down. So unless you have an alternative provider or friend in another area you can contact by another mobile provider it is fairly useless.

    • Leo Yarnold says:

      Hi Ross,

      Network Status Checker can be accessed by any device that can access the internet, so if you have a smartphone, for instance, you can use this to check this, no matter the provider you may use.

      – Leo

  11. Sukhwant Singh says:

    How do I change my profile and personal details?

  12. Josie says:

    Since going over to NBN our internet is so so slow. I dont really understand the plans does it cost more to have a faster connection

  13. Y. Wallace says:

    Good info thanks

  14. Alfred Wiggins says:

    This did not answer my problem with nuisance calls claiming to be from NBN can you help

  15. gwen Armstrong says:

    I do use Toolbox and keep a healthy credit in my account. I am a full time carer and keep in credit as I am never sure if I will be at home when the account pops in. I have always found IiNet staff very helpful.

  16. Samantha Kovaleski says:

    Not currently on NBN but concerned about changing. Have suddenly had huge issues with our ADSL connection with Iinet and internet speeds and having doubts about staying with this provider.

    • Leo Yarnold says:

      Hi Samantha,

      We certainly never like to hear that our customers are having issues, but we certainly can help. Please feel free to get in touch with us via iiOnline@iinet.net.au with your details and mentioning your post here. We’ll locate your account and arrange help for you!

      – Leo

  17. Ben Marris says:

    Why can’t you tell us when you are going to have a planned outage??
    You are supposed to be in the communication business, for gawd’s sake!
    A text message would do. Anything. Not just dropped out cold, no advice, no idea how long.
    Please. COMMUNICATE

  18. Marg Morters says:

    I would love to be able to manage my account more efficiently particularly webmail . Due to currently 23,960 emails that have accrued since 30 Sep 2018 it can take quite a few seconds to get to the new emails from iinets server as it downloads all this old mail. Why is one of lives mysteries ? Appears to be unfixable ?? WHY ?

    • Leo Yarnold says:

      Hi Marg!

      This is absolutely fixable – you just need to tweak a setting in your e-mail software, so it does not leave a copy of your e-mails on the mail server. depending on your software, you can try:

      * Browse to File, then Account Settings
      * Select your e-mail account and choose “Change” or similar, then OK,
      * This should bring up a list of options for your mail account – untick the setting for “Leave a copy of messages on the server”.

      This should then allow you to download all the mail, clearing mail off the server and then only bringing in new e-mail.

      – Leo

  19. Derek Cox says:

    yousell nbn at certain set speeds, but at peak times the nbn runs slower than those speeds that you sell us. The nbn should not do this but it does because it is useless. At certain peak times my nbn is slower than my old system

    • Leo Yarnold says:

      Hi Derek,

      We’re unhappy to hear this, as we do want your connection working as well as it can, at all times! We’d love to speak to you about this, so we can arrange help; please get in touch with us directly, via iiOnline@iinet.net.au with your details and mentioning your post here and we’ll gladly do what we can to resolve this.

      – Leo

  20. Mary Keogh says:

    Thank you for this opportunity. I am of the older generation. we were told that technology will make our lives easier and better, That is pure hogwash. on an hourly basis if I was being paid by the hour I have wasted way too many hours on my phones trying to connect my phones;the Internet;and other hiccups I have endured over the years since 2011.If you are as innovative as you believe yourselves to be you will invent a much superior system where it is plug in and off you go.If you keep records you might learn from my many errors how difficult it is to use the technology today. You are still one of the very best companies to be connected to.

  21. Bob Woodcock says:

    Confused
    How can you use the Network Status Check URL if you have no Internet access. Bit of a Catch 22 here.

    • Leo Yarnold says:

      Hi Bob,

      This is able to accessed from any internet connection, even via a mobile, so if your connection has an issue, fire up your smartphone (if you have one) and give it a go.

      – Leo

  22. Norma Cowper says:

    It all sounds good. I am 92 amanle to understand most of what I have to do. It is very good to know iiNet is behind me if I need help

  23. Marlene says:

    My account is being very highly overcharged plus a $69 cr needs to come from you. Your accounts dept are hopeless. I do not have $200+ for a $60 nbn. I want this sorted urgently. I do not owe this amount. I have rang and been told I owe nothing but the account has come please please need urgent help to get this sorted.

    • Josh McKenzie says:

      Hi Marlene,

      Thank you for the comment and sorry to hear about the invoice concerns. We’re a little limited in how much we can chat about account specific billing online but we definitely want to see this addressed. We’ve asked that our billing team give you a call today to help straighten things out.

      – Joshy

  24. Don Munro says:

    Re Leo’s reply to Bob: Hmmm! First, pity you didn’t discuss that in the article, which gives the impression you assumed one could still use the Internet even when it was off. But the phone solution is often dependent on the Internet too, especially if one is in an area with poor phone reception. Maybe iiNet should launch a phone app to make it a bit easier.
    I hope that this article doesn’t presage cutbacks that will spoil iiNet’s well deserved reputation for service, of which you are proud and customers are glad.

  25. Anthony Zehetner says:

    If I change NBN providers, can I still keep my old email address? (I have an old froggy one from iinet)

    • Josh McKenzie says:

      Hi Anthony,

      Great question, we can absolutely retain mailboxes as a stand-alone service for $25/year per mailbox. Though after pulling up your account and seeing how long you’ve been with us, we’d love to see what options we have available in terms of incentives we can apply based on your outstanding loyalty over the years. If you’d like for us to arrange a call from our customer care team to discuss, let us know. We’d love to help out.

      – Joshy

  26. Arnold Youngberg says:

    A discount for Pensioners and long time customers over 10 years would be a great thing, but I suppose that will never happen.

  27. Lisa Niven says:

    I have been with IINet for a long time and have to change over to NBN. Will this cost me extra money???

  28. Stuart says:

    With your advice about an outage. How are you expected to do any of that if you have an outage? I expect the internet won’t be working.

    Regards

    • Leo Yarnold says:

      Hi Stuart,

      If you have a a mobile device that has internet access, you’ll be able to use that to check for outages.

      – Leo

  29. Regina says:

    I’ve been with iinet over 10 years and was obliged to crossover to the SB1 (South Brisbane) contract about 5-6 (?) years ago. My regular enquires to iinet support about NBN are a waste of time and frustrating! Iinet support staff overseas know NOTHING about the SP1 footprint and NBN. I would love to speak with someone at iinet who can give me some straight honest answers around a future connection with NBN, a timeframe and my options!! iiNet ‘s service has been very poor in this regard. I’m afraid I’m on the cusp of looking for another ISP.

    • Leo Yarnold says:

      Hi Regina,

      Thanks for raising this with us and we are saddened to hear this.

      South Brisbane is a very niche product which we stopped offering some time ago. It is designed to give connection coverage to areas that were affected by the removal of the South Brisbane phone exchange, to make way for the children’s hospital in the area. Due to the very low numbers of customers on this product, and its very small footprint, it is unsurprising to hear that you had faced some difficulties in finding more information. It is simply not well known about.

      We have checked NBN’s resources and can confirm that there are no plans for NBN to roll out in this area, for now. NBN treats this area as being an “alternate provider network”, so they will not offer services here at this point in time. As a result, customers in this area will not have access to NBN and will remain on this connection unless they choose to move to a completely different connection type (wireless, for example).

      – Leo

  30. Bob Wright says:

    I used to think that iinet was the best thing since sliced bread. I no longer think that. The thing that brought about this change was the advent of the NBN. My NBN service is still not performing as well as it should. You talked me into taking an NBN based service. So I feel that you should accept some responsibility for my service. Getting a little more honesty on the part of the NBN would be a good start.
    It might be a good time to re-evaluate your “award winning service” which you provide through the NBN.

    • Josh McKenzie says:

      Hi Bob,

      Thanks for the comment! We’re always more than happy to help out with any connection troubles that may be occurring. We’re most certainly wanting to be as transparent as possible when it comes to NBN connections and any questions that we don’t know the answer to on the spot, we’re dedicated to finding out. If there are any concerns that you have, please feel more than welcome to shoot us an email to iiOnline@iinet.net.au and we’d be more than happy to help out.

      – Joshy

  31. Roy Begg says:

    I am using Windows 10 as an operating system an d therefore have Windows Mail as my email system.
    Emails seem to disappear all the time and I can’t recover them.

    Any ideas?

    • Josh McKenzie says:

      Hi Roy,

      Thanks for the query! It may be that your email is set up using IMAP as opposed to POP3: https://iihelp.iinet.net.au/Email_Settings

      What happens with IMAP settings, is the client will download the email and remove it from the server, meaning any other devices that are checking the email from the server, won’t be able to find it. If you have your email setup on a couple of devices, we’d recommend just double checking the settings to make sure the settings match a POP3 email account. If they do differ there are some setup options for POP3 Mailbox here: https://iihelp.iinet.net.au/support/node/10022

      – Joshy

  32. Turner says:

    Hi – How can I set up my modem such that internet is available only during certain times of the day. For example, say internet connection from 8am to 12 noon, and 5pm to 9pm during week days. Different internet availability times on weekends.
    Thanks

    • Leo Yarnold says:

      Hi Turner,

      Great question! This is somewhat dependent on your modem and its capabilities. We’d recommend looking up the user manual for this, and a Google search for “[modem make and model] Time Of Day Access Control” should have you pointed in the right direction.

      – Leo

  33. Shane Lambert says:

    Hey guys just upgraded my plan to nbn and got a new modem for the upgrade, which is all working. I have a few questions though.
    1. I received an email saying when a technician was coming over to change it over and that I did not need to be home, but got a call at work from the technician asking if anyone was home and that he would try to test outside. Did I miss anything by not being home?.
    2. When I log into my ToolBox now it says theres no connections and no data being used even though I am connected. Is this because I still have 16 days left on my old plan and it needs to expire first? or it needs time to reboot so to say since its the first time being used?

    • Leo Yarnold says:

      Hi Shane,

      You haven’t missed anything by not being present, as it looks like the technician was able to connect you. Being there would allow them to confirm that there is continuity of signal with the connection.

      With Toolbox, you’ll be moving internal systems, so you’re seeing the connection details for your old service. You should’ve been e-mailed details for your new service, to allow Toolbox access for it.

      – Leo

  34. Conley Browne says:

    When will 10 All Access and Amazon Instant Video apps be available on the Fetch box?

    • Leo Yarnold says:

      Hi Conley,

      This is something that Fetch controls, so they will need to work with the relevant rights holders to push this through.

      – Leo

  35. FIONA CATALANO says:

    hi,

    I have had nothing but trouble since changing over to nbn.. I have called the contact center many times with no help. even emailed with no response.. Nbn is slower than my adsl when the sales man said that it will be always faster than my current.. not true… My wifi drops in and out all the time – never happened prior and the router is in the exact position. Fetch will work once plugged in.. Not true.. then it was 24 hrs for activation code . then another 24 hrs and then another 24 hrs with promises to receive a call from a supervisor but with no success. last call I made it is now a month to receive an activation code.

    Also I have sent through a screenshot with the debits from my account – was also promised a refund of the monies debited from my account but still no refund or explanation and now the debit is higher..

    I want answers and want someone from Australia to call me and help.

    I dont need to feel guilty from talking to representatives from a 3rd world country ( that’s what a rep had told me on the phone where he was).

    I have been with iinet tor a very long time and have had the worst experience ever over the last week.

    my Birthday was ruined by the tech turning up early, to the tech not actually setting up 4 me – apparently has nothing to do with iinet ( not what the sales man advised) to being hung up on after a 40 min wait to another 40+ minute conversation that resulted in I will get a supervisor to call u back..

    Sort this out or I will go to the ACCC for the lies that were advised to get me to switch and that the service promised was not and is not provided.

    I look forward to your reply.

    • Leo Yarnold says:

      Hi Fiona,

      We’re very concerned to read this, so thank you for bringing this to us, and our apologies.

      We can help resolve this as the last thing we want is for any customer to have a poor experience. Please get in touch with us directly, with your details, to iiOnline@iinet.net.au and we’ll do whatever we can.

      Please also know that you do always have escalation options, should you not feel comfortable with making contact with us here. The Complaints Handling Policy is the absolute best way to go and you can find it here:

      https://iihelp.iinet.net.au/Complaint_Handling_Policy

      – Leo

  36. Jenny Graves says:

    I see from one of the questions that you offer a reduced rate Seniors Card NBN plan (https://www.westnet.com.au/internet-products/broadband/nbn/cust/seniorscard/). I am in Canberra and I’m on your ADSL2+ plan, which is excellent and I don’t want to change to NBN. I am a Seniors Card holder. Is there a discount for those on this plan too?

    • Josh McKenzie says:

      Hi Jenny,

      Fantastic question and thanks for stopping by. At the moment our seniors plan is limited to NBN services. As all ADSL services after NBN rollout will be obligated to connect over to NBN prior to telephone exchange shut offs. I’m happy to forward your feedback regarding Seniors plans for ADSL services, however we would also like to put any concerns you have for the NBN to bed well before the risk of copper disconnection occurs.

      If you’d like our team to follow up with you, please feel more than welcome to send us an email to iiOnline@iinet.net.au and we’ll happily arrange for someone to give you a call to discuss any concerns you have.

      – Joshy

  37. Peter Strauss says:

    I wish that you had responded to Mary Keogh [30 June]. I am over eighty and hardly IT savy. Since the beginning of this year my monthly account has exceeded the norm of the last umpteenth years by up to $50-00. Your staff have explained this as apps accessing data even though I do not use the apps, the offered solution was purchase a more expensive plan. I wished to turn these unused apps off as I see no reason to pay a penalty for non use. I asked for you to explain a step by step way to do this but found that some of the references that I was to use were not present on my ‘phone.
    It appears that you have the impression that not only could I follow the instructions but that “everyone knows you pay for data whether you use it or not”.
    NOT SO according to my circle of friends.I feel that you should warn people of this procedure when they take out a plan. Similarly you should advise people of the Seniors plan referred to by Jenny Graves 8 July.
    I would like my Seniors rate back to when I signed up or when it commenced whichever is the earlier in time.

    • Josh McKenzie says:

      Hi Peter,

      We’d be happy to arrange a call with the team to assist with looking into a change of plan to the seniors plan and discuss any options for the mobile phone charges. If you would like to send us an email to iiOnline@iinet.net.au with your best contact information and when would typically be best that our team try catch you, we’d be happy to arrange a call with our friendly change of plan team.

      – Joshy

  38. Peter Strauss says:

    My reply incorrectly stated the value, it should read $50-00.

  39. Jenny Graves says:

    Hi Josh McKenzie and thank you for responding to my question about the Seniors Card NBN plan. Sorry, I just checked and I’m on the VDSL2 plan, not the ADSL2. Is there a discount for Seniors Card holders on that plan?

    • Josh McKenzie says:

      Hi Jenny,

      Thanks for getting back to us. At this time, we don’t have seniors plans available for our Ultra-VDSL plans. However our products team are always working to ensure that there are great offers for all of our customers and we’ve forwarded your interest to the appropriate channels to review. If there’s any changes you can be sure that we’ll make a bit of noise about it.

      – Joshy

  40. jason says:

    IN have a question are you intending to roll customer over to the 500GB optus anytime soon for data on mobile phones

    and when is there going to be a complete conversion to fttp

    • Chris May says:

      Hi, Jason! Thanks for getting in touch! At this time we have no news regarding changes to our mobile plans. Should this change in the future we’ll post the details on our website – http://www.iinet.net.au.

      Regarding your question about FTTP, if you’re referring to the NBN this is something outside of our jurisdiction (you might want to speak to NBN or your local MP about that!) but if you’re in an area that we have our own on-net fibre services then we may be able to help! You can check to see if we have a FTTB service in your area by entering your address over at https://www.iinet.net.au/internet-products/broadband/fttb/plans – or if you wanted to E-Mail us your details through to iiOnline@iinet.net.au we can check for you and get in touch to discuss what options are available to you.

      – Chris

  41. george walmsley says:

    I appear to be paying two bills for the same service one to iinet and one to Westnet,can
    you explain how this is happening,as they are
    supposed to be the same company,also I am told the internet is fast,about as fast as the second coming.

    • Chris May says:

      Hello George. I’d be happy to have this followed up by our billing team and arrange for a representative to give you a call to get this sorted out. Flick us an E-Mail with your details and the best time to call you at iiOnline@iinet.net.au and we’ll get this organised for you.

      – Chris

  42. I contacted the email address suggested and as always if it sounds too good to be true it usually is. A reduced monthly charge applies to a much reduced usage allowance.

  43. V.Scheffer says:

    I do not have the answer to my query yet.
    Why is my Landline bill so big? You told me it was FREE. The mobile is nearly $1 a minute too.I am SENIOR (90) last MARCH. I like to phone to my FAMILY locally, but it is now too
    expensive. Solution please. Vivienne2@iinet.net

    • Chris May says:

      Hello, Vivienne. While I’m unable to discuss any account related matters publicly, I’d be happy to arrange for a representative from our billing team to give you a call to provide assistance with this. Please feel free to E-Mail us at iiOnline@iinet.net.au with your details and the best time to call you and we’ll organise this for you.

      – Chris

  44. Richard says:

    Hi we were recently connected to the NBN with a new modem.
    Just wondering what we do with the old Modem?
    Do we have to return it ordi we dispose it?
    Thanks

    • Tal Waterhouse says:

      Hi Richard,

      Short answer is it depends! If it’s a hardware rental we can help facilitate the return. Otherwise, it’s worth holding onto as a spare in case you move. If you’re unsure, give us a call any time on 13 22 58 and we’ll be happy to help out!

      – Tal

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