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business contact

13 24 49 (support & sales)
available 24 hrs & 7 days
bizsupport@iinet.net.au

business FAQs

The following FAQs are specific to our business broadband plans. You can also read the broadband FAQs.

general

What are the extra features the business broadband plans have?
Our business plans come with extra services we have created based on customer feedback. They include everything a small business would require to get connected. These features are:

What requirements are there to get a business plan? Do I need an ABN/ACN?
To receive a tax invoice, you will need to enter your ABN number upon application. However, an ABN/ACN is not required to purchase a business plan.

When I connect, what's the downtime if I am already connected to ADSL, and will I lose my connection?
If you are connected with another provider and would like to become a customer, the DSLAM you connect to (Telstra or ours) will determine the process.

If you are going to be connected to us via a Telstra DSLAM (up to 8000kbps - depending on factors such as distance from exchange and phone line quality) you do not need to disconnect from your current provider before connecting to us. The usual time frame for a Fast Transfer is 5 working days and the downtime is approximately 1-2 hours.

If you are currently with another broadband provider and you are going to be connected to the iinetwork, then the transfer process is quite different. As you will be physically connecting to our hardware (our DSLAM), you are required to disconnect from your current provider to allow us to setup your new connection.

The process will take approximately 10 working days to connect you and during this period you will be unable to utilise a broadband connection. We will endeavour to minimise the period of disconnection by recommending that you connect on an alternative phone line and/or utilise our free backup dial up provided, so that you can still check your emails and surf the web.

To find out which type of DSLAM you will be connecting to, contact us on 13 19 17.

Why should I take a phone 1 or VOIP bundle?
When you bundle with phone or VOIP you'll get bonus quota for your broadband plan. Use the tick boxes on the business broadband plan table to compare the benefits of bundling.

If I'm on a former business plan, where can I find details of my plan?
Information about your plan has been archived, click here to view it.

 

costs and payment

I'm already on a currently sold business plan, is there a fee to change plans?
An administration fee of $19 will apply if you change to a broadband plan of an equal or lesser monthly value than your current business plan. If you change to a broadband plan of greater value, or are a customer on a formerly sold plan upgrading to a currently sold business plan we will absorb this fee.

What payment methods are accepted for business plans?

When you purchase a business plan, you can pay using flexible payment methods. These include credit card, direct debit, BPAY, Postpay, Cheque or Purchase Order. Please note, however, that if you bundle with our phone 1 or VOIP products, or have any additional home broadband accounts, we require payment via credit card or direct debit. Credit card or direct debit details are required on home broadband, home phone and VOIP services as they minimise the cost of billing, allowing us to keep prices down and deliver the best possible product. If you have any questions about additional payment options, please contact business support.

I've chosen to pay with a Cheque or purchase order, what now?
You will need to provide us with the purchase order number when applying for the account. No information is needed upon application if you choose to pay with a Cheque. After we receive your application, you will have 10 days to send us your Cheque or purchase order as we cannot process your order until receipt of your payment. Upon receipt we will process the application and begin the process of creating your account. After your account is activated, we will process your Cheque or purchase order.

I also have a residential service on my account. If I purchase a business broadband service, can I still pay with flexible payment options?
No. If you bundle with phone, VOIP or have any additional broadband accounts that are not business broadband accounts, we require payment via credit card or direct debit. If you want to pay using flexible methods (on invoice), you can ask for a new account for your business service.

We have multiple DSL services under the one account; can I have one bill for all my services?
Yes, you will receive one bill for all the services on your account. If you require separate billing details, talk to one of our business support members about creating different accounts for separate billing.

plan changes and relocations

How do I transfer from my old business plan to a new one? Can I do it through Toolbox or do I need to call Customer Support?
You can upgrade to a new business broadband plan through the plan change feature in toolbox if you currently do not have a premium pack bundled with your service. If you are bundled with a premium pack, please call business support to change your plan. The upgrade will take approximately 5-7 days if there is a speed change involved (eg. 256kbps to 1500kbps). If there is no speed change, the change will occur within the hour.

If your service is provisioned on the Layer 3 infrastructure (this includes some products on Flow, ADSL Explorer, ADSL Commerce) contact our business support team to arrange the plan change.

Please note that an administration fee of $19 will apply if you move to a broadband plan of an equal or lesser monthly value. If you require assistance, please contact us.

I'm on a different plan to the current sold business plans, and you know my usage and how much I currently spend. Why haven't you moved me automatically to a current plan?
In most cases, many customers will benefit from the features of the current business broadband plans. Even though the prices and quotas between new and old plans are quite similar, the features are not identical, and as such we understand that some customers may not wish to be moved automatically to the current plans. Therefore we will do our best to notify you of a plan that we feel would better suit your needs, but in the end, the change is up to you!

availability

I'm a residential customer - can I still get a business plan?
Yes you can - residential customers who require larger quotas and the extra features of the business plans are able to upgrade through toolbox. Please note that if you are moving to a business plan with an equal or lesser monthly cost than your current broadband plan, you may be charged an administration fee of $19.

I have a PABX phone system - can iiNet's phone service do this?
Currently we do not support some of the more advanced phone systems that business customers use, such as PABX systems and pay phones. See our website for more information about incompatible services , or ask a customer service representative.

features

I'm not a business, but I'd like a static IP. Can I get a business plan?
Yes, you certainly can. While a static IP is not required for most activities online, we understand that you might need a static IP for your home network or gaming.

I see that your broadband plans come with a back-up dialup account. Can more than one person share the backup dial account?
Only one representative will be able to use the dialup account at a time, your broadband account AND dialup account also cannot be used simultaneously. To maintain your broadband connection at all times, it is recommended that you look into getting additional dialup accounts to support your team.

Does priority support mean that I will have a designated contact at iiNet?
No. Priority support allows you to get your questions answered faster by a dedicated team that understands the needs of you and your business. While we can't guarantee you'll get the same representative each time, we can promise our business support team members are fully qualified and trained to help you with your business needs.

Who do I contact after business hours for support?
After hours, you will be able to call priority support and it will be redirected to the general Support team. Alternatively you can email us.

technical stuff

Can you send someone to my premises set up my wireless LAN and fix my printer?
The priority support we offer is just for your connection to us. If you need assistance with other equipment or issues, please call an independent contractor.

Do I need any additional hardware for the faster speeds?
An ADSL 2/2+ compatible modem or router is required to access speeds up to a theoretical maximum 24,000kbps on our iinetwork. You can purchase ADSL 2/2+ compatible hardware supported by us at any time through toolbox. If you require assistance determining whether or not your hardware is compatible, call us or email us at support@iinet.net.au.

How do I set up my static IP?
You should receive an email shortly after your account is activated with information about your static IP. If you do not receive this email, please email priority support ( bizsupport@iinet.net.au ) and request one is set up for you.

What other setup information do I need? Will I get any benefits for signing up over a longer period?
Our standard setup information applies for business customers. Learn more about our setup options.

Are there any blocked ports?
Yes. Port 0 is blocked on all broadband products - this port is a common way to attack a network and is not used for anything useful.

The broadband home products also have the following ports blocked by default:

You can remove port blocking immediately on your account by logging into toolbox. Also, port 25 blocking occurs both INBOUND and OUTBOUND when port blocking is turned on. This port blocking will affect any mail servers for outbound mail that you run from a broadband connection. When turning off port blocking via toolbox , port 25 will be re-enabled.