plan upgrades & relocations

If I am moving house, can I keep my old plan?
Customers who move house or office will be able to stay on their old plan providing they are on the same DSLAM network (iiNet or Telstra) and will have the option to upgrade at any time after relocating via toolbox. However, please keep in mind that we are only able to offer speeds of up to a theoretical maximum of 24,000kbps in areas covered by the iinetwork.

If you move to an area which is not yet covered by the iinetwork or all broadband2+ places are full, your broadband speed will be limited to 256kbps, 512kbps, 1500kbps or 'up to 8000kbps' dependant on the plan you choose. Please note that relocation fees and early termination fees may apply. Find out more about how to relocate your broadband service.

In relocating to a new DSLAM exchange, you will need to upgrade all of your services with us (i.e. broadband, home phone, VOIP) to our currently sold services.

If you are an iiPhone (preselect) customer, please note that you will not be able to keep this product when you move house. This is because we have changed our wholesale phone provider and can no longer offer this product. If you are a preselect customer who wishes to move house and continue to have a phone product with us, please check out Phone 1 for a full phone service with great rates.

How do I change from my existing (formerly sold) account to a currently sold broadband plan?
You can change your existing broadband plan to a new broadband account within toolbox at any time. You can change your dialup account to a broadband plan through the online application. We believe our current home and business products offer great value, so we will waive the $19 downgrade fee when you change from a formerly sold plan to a new plan.

If you wish to upgrade your broadband plan and you also have a formerly sold phone product with us (iiPhone, iiPhone Residential, iiPhone Business, iinetphone, VoIP1) then you will also need to upgrade your phone product to Phone 1 and/or your VoIP product to VoIP.

How do I add Phone 1 or VOIP to my formerly sold broadband account?
You can add Phone 1 or VOIP to your broadband plan, through toolbox. However, in doing so you will need to upgrade your broadband to a currently sold broadband plan. Phone 1 and/or VOIP is only available for bundling with our currently sold broadband products.

If I am on an old broadband plan do I have to change to a currently sold plan?
We hope that you will find our current broadband plans attractive and encourage you to move to them. However if your current account suits your needs, we are happy for you to stay on that plan. If any changes are made in the future, all customers affected will be advised in advance.

If I am already on a currently sold plan and change to a new plan do I get charged the downgrade fee?
If you are already on a currently sold plan and choose a new plan of equal or lesser value to your current account, a small $19 administration fee applies.

Can I change my broadband plan if my usage changes?
Yes, you can upgrade your broadband plan at any time within toolbox. If you are already on a currently sold plan and choose a new plan of equal or lesser value to your current account, a small $19 administration fee applies.

If I switch to a currently sold plan and I change my mind, can I move back to my old plan?
No. Any plan sold prior to April 12, 2007 will be grandfathered (retained but archived) and taken from sale. If you have an old (no longer sold) account, you can find details of your plan here.