iiHelp Mobile Voice FAQs

This article will answer some frequently asked questions about iiNet Mobile Voice services.

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

Sorry, but you may only purchase and iiNet Mobile Voice service if you have an iiNet internet service.

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 sold by iiNet are not locked. 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 E-mail will not work with an iiNet Mobile Voice 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.

If you have an iPhone 5, you can request the special 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?

All mobile devices sold by iiNet are 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?

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 for sale or plan changes).

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.

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 cap value by $200 we will restrict your Mobile Voice service. This amount can be altered to an amount that better suits your usage needs, 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 choose to pay for a mobile handset from iiNet by instalment plan 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. Plan changes usually take effect within 24 hours.

If you change your plan, you’ll find pro-rata adjustments on your next invoice.

How is Mobile Voice billed?

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

Our mobile plans are charged on a calendar monthly basis from the 1st to the 1st (e.g. August 1st to September 1st).

When a new Mobile Voice service is activated, you’ll be charged a pro-rata fee to bring you in line with the end of the current calendar month. You will also receive a pro-rata portion of the call and data allowance.

For example, if you activate halfway through the month, you will only be charged 50% of the monthly access fee. As you are only charged 50% of the monthly access fee, you will also only be given 50% of the included call and data allowance for that period.

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

Example: You activate Mobile Voice on the 10th of December. You will be charged 21 days’ worth of access fees for the month of December. As you are only being charged for 21 days of access, you will only receive 21 days’ worth of call and data allowance. Learn more about Mobile Voice billing.

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 into 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 like the iPhone to act as a Wi-Fi hotspot for a computer or Wi-Fi device to access the internet using your mobile data. By default, all iiNet Mobile Voice plans have this feature enabled.

If you choose to do this, be aware that when tethering, the data used 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.

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