Account Management

Important stuff like authorising contacts and our escalation process

Account Contacts

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.

All About Data Packs

Answers to some common questions about Data Packs for iiNet broadband.

All about Quota and Shaping

Answers to some common questions about the shaping process used for iiNet broadband services.

All about usernames

Everything you need to know about iiNet usernames including what they look like, where to find them, and how they're used.

Closing an Adam account or changing account ownership

This article will offer some important advice about closing an Adam account or changing the account owner. Now that the Adam Internet brand has closed, it's important to note that all remaining Adam services are taken care of by the parent company, iiNet. You may already have iiNet plans and products with your legacy Adam username.

Closing an iiNet account or changing account ownership

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.

Complaint Handling Policy

This article will outline our Complaint Handling Policy. While we always aim to provide you with awesome customer service, if you haven’t received the service you expected, you have the right to make a complaint.

Connect Outstanding Requirements

This article explains what's required when your order goes into Connect Outstanding, a situation where you must provide proof of occupancy to disconnect services you don't own at your premises.

Dual Account Customer FAQ

This article will help iiNet customers who have services across two billing systems understand the differences between their two iiNet accounts and how they can manage their services. We call these customers 'dual account' customers.

Freezone FAQ

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.

How to retrieve a forgotten password

If you've forgotten your iiNet password, don't panic! Here's what you can do to retrieve it.

How to unsuspend iiNet services

This article will explain how to unsuspend your iiNet services. We will always notify you about iiNet service suspensions, which will include an explanation of what has happened and what you can do to prevent suspension or unsuspend your iiNet services.

iiNet Team SMS numbers

The iiNet Team sends legitimate SMS messages from the mobile number +61 416 906 032 (0416 906 032). If you receive an SMS from this mobile number requesting a reply to confirm details about your iiNet order, please reply promptly to avoid delays.

Relocations FAQ

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.