The tool below diagnoses the fault step by step — including PPPoE login issues, one of the most common iiNet-specific faults. If it needs escalating, it generates an iiNet call script with everything you've already tried. iiNet support: 13 19 17, daily 8am–midnight.
Most common causes are a modem needing a restart in the correct order, a loose cable, a PPPoE login issue, or a network fault. Restart the NBN box first, then the modem. If the NBN box lights are red or off, call iiNet on 13 19 17 to lodge a network fault.
iiNet is a PPPoE provider — it authenticates with a username and password from your welcome email, unlike some providers that connect automatically. Double-check your credentials for typos. Lost them? iiNet can re-issue them by phone.
iiNet-supplied modems typically use 192.168.0.1. Type it into your browser address bar while connected to your iiNet WiFi — not into Google.
Internode is now part of the iiNet network — Internode customers are served under iiNet's support system, including the same contact number, 13 19 17.
Call 13 19 17, daily 8am–midnight, or live chat at iinet.net.au/support. Ask specifically to lodge an NBN Co network fault if lights on your NBN box are red or off.
Guides for other providers: