Mobile FAQ’s

As part of the iiNet group of companies, Netspace customers now have access to a great range of iiNet products – including iiNet Mobile – designed to help them connect better.

Network & Coverage

Hardware

Accounts, Billing & Usage

Network & Coverage

Which network delivers the iiNet Mobile service?

iiNet uses the Optus Dual Band 3G Mobile Network. Mobile phone coverage on this network is available to 96% of the Australian population.

Will I still be a Netspace customer?

Yes, all your customer support will be direct with Netspace.

How do I find out if I’m in an area supported by iiNet Mobile?

iiNet mobile is delivered using the Optus mobile network which covers 96% of Australia’s population. To check if your area is within the coverage area, simply click here or call us on 131 456.

Note: This coverage area can very depending on which mobile handset you use. For example, to be able to use 3G, you need a 3G compatible handset (See "Is my current mobile handset compatible with a iiNet SIM?”), be in a 3G coverage area and have a 3G signal. Otherwise, you may only receive 2G coverage (which is slower and does not support video calling or high speed internet access).

How accurate is this check to see if iiNet Mobile will be available in my area?

There are many factors which can affect availability, so we can’t guarantee 100% coverage in a location.

Hardware

What hardware does iiNet Mobile provide?

iiNet mobile plans are SIM only, so you’ll need to provide your own handset. Please consider that some networks may lock a handset to their particular network. To check if your handset is locked, please contact your existing provider.

Do you provide SIMs or Micro SIMs?

iiNet can provide a regular SIM or a micro SIM depending on what your device requires.

How much is the setup?

There is a $25 upfront SIM fee when you signup for iiNet Mobile. This is the same for either a regular SIM or a micro SIM.

What is a micro SIM?

As the name suggests, these SIM cards are smaller than the regular SIM cards and are only used for compatible devices. These devices include the Apple iPhone4 and Apple iPad.

How do I know if I need a regular SIM or a microSIM?

To check if your mobile handset requires a micro SIM, please check your product’s user guide or contact the manufacturer.

I already have a SIM with another provider, do I need a iiNet SIM?

Yes, you’ll need a new iiNet SIM to use the iiNet mobile service.

Is my current mobile handset compatible with a iiNet SIM?

iiNet Mobile SIMs will work in unlocked handsets meeting the requirements for use with the Australian 2G or 3G network.

For those tech-heads, your phone will need to support the 900Mhz and 1800Mhz frequency for 2G coverage and 2100Mhz for 3G. Your phone may support multiple frequencies so check your user guide for more information.

If you need help getting a iiNet Mobile SIM working with your handset, call us on 131 456.

Will my 2G handset work?

Yes, but only in 2G coverage areas. To check coverage, click here

Does iiNet support BlackBerry Enterprise Server (BES) or BlackBerry Internet Service (BIS)?

No. BlackBerry smartphones require arrangements between the customer, iiNet, Optus and RIM (the makers of BlackBerry) which have not been developed as yet. We know that many of our customers have BlackBerry phones, so we hope to make this service available in the future.

Will the Blackberry phone work with the iiNet SIM?

Yes, in a limited fashion. You will be able to make and receive calls and SMS, but BlackBerry specific services such as BlackBerry Internet, BlackBerry messenger and BlackBerry email are not available.

Accounts, Billing & Usage

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

No. To be eligible for a iiNet Mobile service you must have a Netspace residential or business internet access service such as Broadband (ADSL or Naked DSL), Fibre, NBN, Mobile Broadband, Satellite, or Dialup. Business services also include Bonded DSL, ISDN, SHDSL and Direct Fibre.

To sign up to one of these internet access services, simply head to our signup page.

What if I cancel my internet service with Netspace?

iiNet Mobile service is directly linked your internet access service and the MyNetspace application. Because of this, you cannot continue your iiNet Mobile service if you cancel your existing internet access service.

Will I be able track my usage on the service?

Yes, Toolbox will have all of the information about your usage and plan allowances, Please note that data and call usage may be delayed by up to 48 hours. International roaming charges may exceed this timeframe taking up to 90 days to be recorded.

Can I change plans?

Yes, you can move up or down the plan range at any time via Toolbox for no additional fee. The change will take effect within 24 hours. We will calculate pro rata charges from your old plan to your new plan, which will show as adjustments on your next bill.

Will ‘shaping’ be available with the service?

No, once the included data allowance in your plan is reached, excess data will be charged at 20c/MB (charged in 1 kilobyte increments).

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

Yes. We will notify you by email and SMS as you approach your included value limit, and when additional call and data charges begin. Please consider that all notifications are subject to a 48 hour delay in call or data reporting. International roaming charges may exceed this timeframe taking up to 90 days to be recorded.

Features not included in your plan value, like international roaming and international calls are subject to a default $200 limit. This amount can be altered to an amount that better suits your usage needs, by calling us on 131 456. If your monthly spend reaches the limit and you have not contacted us, your service will be restricted. Netspace will also advise you after reaching $50, $100 and $150 of excess charges via e-mail. Please note that there can be up to a 48 hour delay in notification. Record of international roaming call or data usage and subsequent notifications may be delayed by up to 90 days due to lag between foreign carriers and Netspace.

Tell me about billing – how is the invoice sent?

Invoices are available electronically from MyNetspace and are emailed each month. Your invoice will contain charges for all of your services. Your monthly plan will be charged in advance, with any excess calls or data usage will be charged in arrears.

Our mobile plans are charged on a calendar monthly basis. This means that if you are on the $10 plan, you will have $150 call value and 200MB data transfers to use between the 1st of the month and the last day of the month.

Please note: When activating a new mobile service, you are charged a pro-rata fee to bring you in line with the end of the current calendar month. If you activate half-way 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 be given 50% of the included call and data value. For example, if you activate the service 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 a partial month, you will also get a partial month in call and data usage (21 days worth of calls and data, in this instance).

Am I locked into a contract on my iiNet mobile plan?

No. There are no contracts associated with your iiNet mobile service, but you may have a contract associated with your Netspace broadband or other Netspace service.

What happens with my monthly access fee upon activation of iiNet Mobile?

Once your new SIM card goes active with your iiNet mobile voice service, you will be charged a pro-rata fee of your monthly amount to the end of the current calendar month. For example, if you activate the service 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 a partial month, you will also get a partial month in call and data usage (21 days worth of calls and data, in this instance).

For more information regarding the affects of Mobile Voice activation and plan changes, visit the article: Mobile Voice Billing Explained.

What is included and excluded from my monthly allowance?

For a full list of what is included and excluded in your monthly allowance, click here.

Are 1800, 1300 and 13 phone numbers included in my monthly included call value?

Yes. Calls made to 13/1300/1800 numbers are covered by the included call and text value on all business and residential plans. Standard call rates apply.

How is data charged?

Data charges are in increments of 1 kilobyte. We count both uploads and downloads.

How do I setup International Roaming?

Before you consider turning International Roaming on, it is essential that you read and understand the charges and rates applicable to your destination country. To locate the specific rates and charges of the country please visit Mobile Voice International Roaming

After you have read and understood the applicable rates you must contact Netspace on 131 456 to request activation of International Roaming.

Permanent:

  1. Contact Netspace on 131 456 to request activation of International Roaming
  2. Next, the Netspace representative will request you to agree to the terms and conditions applicable to activating International Roaming (these terms warn you of potential costs and of the delay in receiving billing information, meaning you will not receive timely usage notifications)
  3. Verbally accept the International Roaming terms and conditions announcement over the phone
  4. Once accepted, the customer will need to pass a Credit check in order to have the international roaming service activated. Please Note: This process will take one business day turnaround to complete.
  5. Once the business day period has passed and the credit check has been processed, the international roaming feature will be enabled and the customer will be informed.
  6. To disable International Roaming, the customer will be able to log into MyNetspace and have the ability to switch off.

90 Days:

  1. Contact Netspace on 131 456 to request activation of International Roaming.
  2. Next, the Netspace representative will request you to agree to the terms and conditions applicable to activating International Roaming (these terms warn you of potential costs and of the delay in receiving billing information, meaning you will not receive timely usage notifications).
  3. Verbally accept the International Roaming terms and conditions announcement over the phone.
  4. The Netspace representative will put through a request to have International Roaming activated. This process can take up to 2 hours to complete.

For instructions on how to turn OFF Data Roaming and Automatic Email Updates for common smartphones please view our Advanced Tips page

How long will it take for my service to become active?

When you receive your new SIM you will need to login to MyNetspace to activate your SIM. If you are taking up a new mobile number, your activation should occur between 2 to 72 hours after you click “activate” in MyNetspace.

If you are porting an existing mobile number, the porting process is dependent on the service provider you are moving from. This porting process can take between 2 to 72 hours.

How will I know when my service is active?

If you are activating a new number you will know when your SIM is active when it displays ‘iiNet’ on your handset. The signal strength indicator on your phone should also show you have coverage (provided you are in a coverage area).

If you are porting an existing mobile number you will know the porting process is complete when your existing service ceases to work. At this point you should insert your new iiNet Mobile SIM into your device, and this service should be active.

If you have any questions about this process, please contact our support team on 131 456.

I have activated my sim via MyNetspace and waited 48 hours and I still have a “No Service” Message on my mobile device how do I fix this?

This will usually be rectified if you turn your device off, then on again. If this doesn’t fix the problem, please call us on 131 456.

Can I take up a business mobile service if I don’t have a business internet service?

Yes, you can take up a iiNet business mobile service if you have a registered ABN. As with all mobile services you must be a iiNet broadband customer (residential or business).

Are iiNet to iiNet calls free?

Particular plans do have call iiNet mobile to iiNet mobile call allowances. Once this allowance has been used, calls are charged at the standard mobile rate. Plans without this allowance charge iiNet mobile to mobile calls at the standard mobile rate.

How do I change the settings for my mobile service?

This can be done by logging into MyNetspace. From here, you will be able to see and modify all the features active on your service.

What are my APN Settings for my Mobile service?

If you are using an Apple iPhone, the setting is “yesinternet”. For other devices it is “internet”.

Refer to your phone user guide on instructions on how to enter this setting.

Can I tether my phone?

Yes. By default, all iiNet mobile plans have this feature turned on, so if you have an Apple iPhone or similar device you should be able to use this feature straight away.

Tethering allows smart phones like the Apple iPhone to act as a modem for your computer or other device to access the Internet.

Keep in mind that when tethering, the data used is counted as part of your monthly mobile data allowance. It’s a good idea to keep an eye on how much you’re downloading to avoid excessive charges.

Can I set up my phone to divert calls when I am busy?

Yes. Firstly let’s clarify what we mean by busy, busy refers to times when the handset is being used on another call (either with a person or while checking voicemail)

To make changes navigate to the dialer or call new number screen on your phone and enter the relevant code below, the term SEND may be interchangeable with DIAL and CALL or even just a green picture of a phone.

Diverted calls are charged at standard call rates and the cost of each phone call is the responsibility of the account holder
 

Mobile Phone - Quick Code Action
*#67# SEND Check current divert when busy status (may be set to 321 or +61411000321 for voicemail)
**67*XXXXXXXXXX# SEND Activate call diversion when busy, landline numbers should include area code
##67# SEND Deactivate call diversion when busy

Can I set up my phone to divert calls when I am not reachable?

Yes. Firstly let’s clarify what we mean by not reachable, not reachable refers to times when the handset is switched off or the phone is out of a service area.

To make changes navigate to the dialer or call new number screen on your phone and enter the relevant code below, the term SEND may be interchangeable with DIAL and CALL or even just a green picture of a phone.

Diverted calls are charged at standard call rates and the cost of each phone call is the responsibility of the account holder
 

Mobile Phone - Quick Code Action
*#62# SEND Check current divert when not reachable status (may be set to 321 or +61411000321 for iiNet voicemail)
**62*XXXXXXXXXX# SEND Activate call diversion when not reachable, landline numbers should include area code
##62# SEND Deactivate call diversion when not reachable

Can I set up my phone to divert calls when I do not reply?

Yes. Firstly let’s clarify what we mean by no reply, no reply refers to when the call remains unanswered for a period of time between 5 and 30 seconds (instructions on how to adjust the amount of time before as call diverts can be found here: "Can I extend the amount of time before a call diverts?")

To make changes navigate to the dialer or call new number screen on your phone and enter the relevant code below, the term SEND may be interchangeable with DIAL and CALL or even just a green picture of a phone.

Diverted calls are charged at standard call rates and the cost of each phone call is the responsibility of the account holder
 

Mobile Phone - Quick Code Action
*#61# SEND Check current divert when no reply status (may be set to 321 or +61411000321 for iiNet voicemail)
**61*XXXXXXXXXX# SEND Activate call diversion when no reply, landline numbers should include area code
##61# SEND Deactivate call diversion when no reply

Is there a way I can set my phone to always divert calls?

Yes. You can just enter the one code to set up diversions for busy, not reachable and no reply.

To make changes navigate to the dialer or call new number screen on your phone and enter the relevant code below, the term SEND may be interchangeable with DIAL and CALL or even just a green picture of a phone.

Diverted calls are charged at standard call rates and the cost of each phone call is the responsibility of the account holder
 

Mobile Phone - Quick Code  Action
**004*XXXXXXXXXX# SEND Activate all call diversions, landline numbers should include area code
**004*321# SEND Activate all call diversions to voicemail
##61# SEND Deactivate all call diversions

 

Can I extend the amount of time before a call diverts?

Yes. This is achieved by entering a Mobile Phone Quick Code into your mobile keypad.
Simply enter the following code to extend the time before an incoming call is diverted to voicemail.

Mobile Phone - Quick Code  Time before diversion
* * 004 * 321 * * XX # SEND XX is a value between 5 and 30, in 5 second increments

Example: Enter the following code to allow 25 seconds before a call diverts to voicemail:

* * 004 * 321 * * 25 # SEND

The above Quick Code will extend the ring time when Busy, Not Reachable or No Reply.

 

Can I extend the amount of time before a call diverts to Voicemail?

Yes. This is achieved by entering a Mobile Phone Quick Code into your mobile keypad. Simply enter the following code to extend the time before an incoming call is diverted to voicemail.

Mobile Phone – Quick Code Time before diversion
* * 004 * 321 * * XX # SEND XX is a value between 5 and 30, in 5 second increments

Example: Enter the following code to allow 25 seconds before a call diverts to voicemail:

* * 004 * 321 * * 25 # SEND

The above Quick Code will extend the ring time when Busy, Not Reachable or No Reply.

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Mobile FAQ