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Frequently asked questions

This article will answer some frequently asked questions about iiNet’s Netphone (VoIP) service. 

Select one of the links below to jump to a query:

Netphone is a VoIP service. VoIP stands for "Voice over Internet Protocol" – basically, it’s a phone service that transmits your voice over your internet connection.

  • Significantly cheaper call rates than traditional phones (for call rates on discontinued Netphone (VoIP) plans, please refer to the plan's Critical Information Summary).
  • Mobile call charges are 29c/min (per 30 second block).
  • International calls from 5c per minute. Check rates per country.
  • 1300 and 13 numbers 30c untimed.

In exchange for these significant cost benefits, Netphone is only available to those who agree to waive their rights under the Customer Service Guarantee.


Once your Netphone service has been activated, you’ll need to configure the service in your modem. For full instructions, see Setting up VoIP.


Yes, provided your address has an active copper phone line connected and you have an ADSL/ADSL2+ broadband service.

If you have a compatible modem, it’s even possible to have calls to your Home Phone number and your Netphone number come to the same handset if it’s connected to your modem in a specific way called “PSTN Failover”. Learn how to set this up.


No. If the internet connection is down, you won’t be able to make or receive calls using your Netphone service.

Please note: If your modem is set up to route Home Phone calls, and your internet connection is down, outgoing calls will be made by your Home Phone service at the rates applicable for Home Phone.


Yes, in most cases we can bring your existing telephone number over to Netphone using a process called LNP (Local Number Portability). There are a few things we'll need to check before bringing your phone number over - just call our friendly Sales team on 13 19 17 to make an enquiry.


Netphone numbers are attached to geographical zones, so unfortunately we cannot guarantee that you will be able to keep the same Netphone number if you move house.

Available features vary depending on the type of VoIP service you have with us. Please see the articles for a full list of available features and how to use them.


Call us now: 13 19 17


TransACT logo

Welcome TransACT members

We are in the process of moving all TransACT Victoria customers onto the iiNet network. This means that you'll now be able to sign up for a great selection of iiNet products and services!

As an iiNet customer, you now have access to our great range of internet and voice services, as well as any new products we launch – this also includes any promotional offers! You will also continue to enjoy award-winning customer service from our dedicated support teams.

If you'd like to know a little bit more about iiNet, feel free to browse our website, or download our Welcome Booklet. Be sure to have a read through, to see how we can help you connect better.

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