Billing & Accounts
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Using Toolbox (15)
Account Management (11)
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Articles about billing and accounts.
Here's a rundown of the different types of contacts that may be authorised on an iiNet account, and what they're authorised to do.
The answers to some common questions about relocating any Home Phone or ADSL/ADSL2+ broadband service to a new address.
'Phishing' is the term for practices used to get your private information such as passwords or credit card details. Scammers use this information to commit fraud and other illegal acts.
Answers to some common questions about the shaping process used for iiNet broadband services.
Everything you need to know about iiNet usernames including what they look like, where to find them and how they are used.
Introducing the basic layout of Toolbox, showing you how to get around and make the most out of managing your account.
Everyone who's licensed to tweet on iiNet's behalf. On occasion we may ask you to email us in order to assist you - these requests may come from the @iiNet account or one of the authorised representatives listed here.
How to change the plan for one of your existing broadband services in Toolbox, and how it will affect your quota and invoice.
How to change your password(s) in Toolbox. You can use your username and password to log in to Toolbox and Webmail. A broadband service username and password can also be used in your modem settings to get online, and during a 9-Point ID check if you call our Support Team.
How to check the quota usage of your broadband service in Toolbox.
How to view your call history for your phone services in Toolbox. This includes Home Phone, Netphone (VoIP), Fibre Phone and mobile phone.
Closing an account means that you will no longer have any services with iiNet. You may choose to move your service to another provider if possible, but all other services will be cancelled. Changing account ownership means another person is agreeing to take responsibility for owning all of the iiNet services on the account and paying the invoices for the account.
Our complaints process is designed to encourage the fast and efficient resolution of your issue at the first point of contact. While we will always aim to provide you with awesome customer service, we recognise that you may wish to express dissatisfaction with our products, services, staff or procedures.
Connect Outstanding occurs when you attempt to get a Home Phone or any kind of broadband service connected at a property, but there is already an active landline phone service (that is not owned by you) at that address. This is what you should do if your order goes into Connect Outstanding.
This article gives our customers information on our current vendor list for Credit operations.
The difference between a credit and a refund and how they're used at iiNet.
Answers to some common questions about Data Packs for iiNet broadband.
Here's what you can do if you are affected by Financial Hardship.
The Freezone is a selection of online sites and servers that customers can use without traffic counting towards their monthly quota. Better yet, if you do max out your monthly quota and get shaped, sites in the Freezone can still be accessed at full speed.
Your Proof of Purchase contains useful details such as the handset type and IMEI. It also includes the shipping date, which you may need if you're making a claim under our General Equipment Warranty.
Here's how to lodge a Statutory Declaration (stat dec) which may be required in certain situations regarding the provisioning or ownership of your iiNet account.
How to make or remove an iiNet mailbox, allowing you to have an email address that ends with the “@iinet.net.au” domain.
How to pay your outstanding invoice through Toolbox using a credit card, or request a 7-day extension.
If you've forgotten your iiNet password, don't panic! Here's what you can do to retrieve it.
How to update your existing contact details or adjust your contact preferences in Toolbox. This allows you to opt in and out of different notifications such as feedback surveys, E-newsletters, customer research and information about new products.
How to update your nominated payment details in Toolbox. This is the default payment method for your iiNet invoices, which can be a credit card or a bank account.
How to safely download Adobe Reader for various Operating Systems, allowing you to view PDF files such as your monthly iiNet invoice. The software is free to download.
A handy guide to your iiNet invoice.
Answers to some common questions about the way that iiNet Mobile services are billed.
An explanation of invoice alignments used at iiNet. Because we offer so many different products that may have different ways of being billed, alignments are often necessary to allow us to bill you on the same date each month.
Here's the answers to some common questions about relocating a Naked DSL service to a new address.
An explanation of what happens when an iiNet invoice is overdue.
To keep your account safe, we have a set of rules for all iiNet passwords to make them harder for others to guess.
If you're moving house, don't forget to bring your broadband! Here's some stuff you need to know about relocating your iiNet services.
How to report phishing scam emails.
How to use the Connection Speed Manager in Toolbox to adjust the connection profile of your ADSL2+ broadband.
Here's how to check your broadband connection history in Toolbox.
How to view and download your iiNet invoices in Toolbox.
Each time you talk to an iiNet Customer Service Representative over the phone or by email correspondence, they add notes to your account in the form of tasks. Here's how to view your recent task history in Toolbox.
Answers to some common questions about the voice authentication system (Voice ID check) that iiNet launched in June 2014 as a faster, more secure alternative to the traditional 9-point ID check.
Everything you need to know about White Pages listings for iiNet phone services including Home Phone, Netphone (VoIP) and mobile phone.