iiNet - connect better

Technical Support

Support & billing: 13 22 58


Sales: 13 19 17

Login to iiNet

Need help?

Are you an iiNet agent?

Login here.

Online Help

Search our self help articles to find what you need.

Mobile Handsets

Looking to set up your shiny new handset, configure email, connect to your wireless network or simply learn to use more of the features your handset provides? Select your handset to get started or view all handsets if your device isn't listed below.

View all handsets

Mobile Voice FAQs

This article will answer some frequently asked questions if you're thinking about getting an iiNet Mobile Voice service. If you already have Mobile with us, you'll find some helpful setup and troubleshooting advice on iiHelp or our Mobile Support website.

Select one of the links below to jump to a query:

Can I sign up to iiNet Mobile Voice without having any other iiNet services?

Yes, you can! Our mobile plans are available to everyone - just make sure you're ordering the right size of SIM card for your mobile handset.


Can I get a Business Mobile Voice service if I only have a Residential internet service?

Yes, as long as you have a registered ABN.


What do I need for Mobile Voice?

Once you have your iiNet Mobile Voice SIM card, you’ll need a mobile handset that will work on an Australian mobile network and isn’t locked to a non-Optus provider. All handsets previously sold by iiNet were not locked to any network. If you’re not sure if your handset is locked, please check with the provider you purchased it from.

To use mobile data, you’ll need to make sure your handset supports the following:

  • GSM 900Mhz and 1800Mhz (required for 2G coverage)
  • 900Mhz and 2100Mhz HSDPA (required for 3G coverage)
  • 1800Mhz FDD-LTE and 2300Mhz TDD-LTE (required for 4G coverage)

Please note: If you use a BlackBerry handset, you will only be able to make and receive calls and SMS. BlackBerry Internet, BlackBerry Messenger and BlackBerry Email will not work with an iiNet Mobile Service.


Which SIM card size do I need?

iiNet Mobile Voice SIM cards are dual-cut. This means that it’s possible to pop the smaller micro SIM card out of the standard sized SIM card. Please check your mobile handset’s manual to learn which SIM size you need.

Newer smartphones such as the iPhone 5 require a nano SIM. You can select a nano SIM size when you purchase Mobile Voice.

Tip: If you have a Micro SIM but your device requires a standard SIM, you can purchase a SIM card adapter from most electronics stores.


How do I find out if there’s Mobile coverage in my area?

Check your location on our coverage map. It’s updated directly from our network wholesaler, Optus.

The Optus 3G network currently covers 97% of the population in Australia. Optus plans to continually upgrade sites to increase 4G coverage in the future.


What happens if I own a 4G service, but I'm outside the 4G coverage area?

Mobile devices are typically backwards compatible. That means that if a 4G network is unavailable, it will default to the 3G or 2G network.


What’s the difference between a 4G service and a 3G service?

A 4G network has the potential for much faster internet connectivity than a 3G service. Learn more about the 4G network.


How long will my iiNet Mobile service take to activate?

New mobile numbers usually activate within 2 to 4 hours.

If you’re porting an existing mobile number to iiNet from another mobile provider, the process may take up to 72 hours. You can just leave your old SIM card in your handset and once it stops working, that’s your cue to switch to your new iiNet SIM card.


What is included and excluded from my monthly call and data allowance?

See Mobile Voice Terms.


How can I track my call and data usage?

You can monitor your usage by logging in to Toolbox using your iiNet username and password.

Please note: All data and call usage records may be delayed by up to 48 hours.


How is data usage recorded?

Data usage is recorded and charged in increments of 1 kilobyte. Both uploads and downloads are counted towards your monthly data quota.

All data usage will be displayed in the hour that the data session ends. For example, if you begin a data session at 1:35pm and finish at 2:25pm, all data usage for that session will be shown in the 2:00 - 3:00pm time slot in Toolbox, and the 1:00 - 2:00pm column will show no data usage.


What happens if I exceed my data allowance?

If you exceed your call allowance, your calls will be charged in excess at the applicable call rates for your plan.

Once the included data allowance in your plan is reached, excess data will be charged at 5c/MB (charged in 1 kilobyte increments). Please note that excess data may be charged at a higher rate on grandfathered plans (i.e. a plan that is no longer offered).

All excess usage charges are billed in arrears for the previous month.


Will I be notified before I exceed my included value limit?

Yes. iiNet is required to notify you by email and SMS once you reach 50%, 85% and 100% of your monthly quota. In the event that high data usage causes you to reach multiple thresholds (e.g. 50% and 85% or even 50%, 85% and 100%) within the same 48-hour period, the notification for the higher threshold may be the first notification you receive.

We will also notify you when you start to exceed your included plan value by $50, $100 and $150.

By default, once you exceed your included plan value by $200, we will restrict your Mobile Voice service. This amount is known as an excess spend limit or unbilled usage limit and can be changed by calling us on 13 22 58.

Please note: All data and call usage records may be delayed by up to 48 hours.


Am I locked into a contract with iiNet Mobile Voice?

No. There are no contracts associated with iiNet Mobile Voice.

If you have an instalment plan for a mobile handset previously sold by iiNet and you decide to cancel your Mobile Voice service before all instalments are paid, you’ll be charged the remaining unpaid amount in full.


Can I change my plan?

You can change your iiNet Mobile plan at any time in your Toolbox for no additional fee. If you change your plan, you’ll find pro-rata adjustments on your next invoice.

If you have one of our current plans, plan changes usually take effect within 24 hours. However, please note that if you are upgrading one of our discontinued plans (sold prior to December 2014) your plan change will not occur until the beginning of your next billing cycle. Learn more.

How is Mobile Voice billed?

Your monthly access fee will be charged one month in advance, and any excess calls or data usage will be charged in arrears. Learn more.

New customers: Billing for your mobile plan will commence when your SIM card is activated.

Existing customers: Billing for your mobile plan will be aligned to the existing billing dates for your other iiNet services. This means that when you activate your SIM card, you’ll be charged an adjusted fee to bring you in line with the end of your current billing period.

You will also receive a proportionately adjusted amount of the call and data allowance. For example, if you are only charged for 21 days of access, you will only receive 21 days’ worth of call and data allowance.

After this initial period, you will be charged normally and receive your full monthly call and data allowance.


How do I enable international roaming?

See International Roaming.


How do I enable the included features for my Mobile Voice service?

This can be done by logging in to Toolbox. From here you will be able to see and modify all aspects of your iiNet Mobile service, with the exception of international roaming.


Is it possible to tether my phone?

Tethering allows smartphones to act as a WiFi hotspot for a computer or WiFi device to access the internet using your mobile data. By default, all iiNet Mobile Voice plans have this feature enabled, however it may not work on some mobile devices.

iiNet does not recommend the use of tethering. If you choose to tether, be aware that the data used when tethering is counted as part of your monthly mobile data allowance. Be careful to avoid excess data charges.

Please note: All data and call usage records may be delayed by up to 48 hours.


Information about Operation of National Emergency Warning System in 4G areas

The Optus 4G network does not have a telephone warning capability that is fully compatible with the Location Based Solution for Emergency Alert.

As Optus is our wholesaler, this means that iiNet 4G Mobile customers may not receive a warning when the emergency services send a location-based message to an area within 4G coverage. You should not rely on receiving a telephone warning before taking action in an emergency.

The Emergency Alert website provides an explanation on its Frequently Asked Questions pages about this limitation, which is due to a current technology incompatibility between 4G and the original 2G and 3G Location-Based Solutions for Emergency Alert provided by Optus.

If you wish to force your mobile handset to the 3G or 2G network, you should disable 4G in your mobile settings. You may find a guide on how to do this for your handset on our Mobile Support site.

Was this article helpful?


Can't find what you're looking for?

If you need a hand, our friendly Support Team is available 24/7. Just shoot us an email or call 13 22 58 and we'll be happy to help.

Try another search Call us on 13 22 58 Tweet us at @iinet