iiNet TG789 Questions & Answers

Hi Alan, this would be a design limitation. The VoIP phone account that comes with the connection can only be registered to one Phone port on the back of the modem and not both. If you're using more than one multi-station handset, only one base station will be able to connect via the phone port at a time.

Hi Bruce, the TP-Link Deco range and Google Nest WiFi are some of the more popular models out there. Check out our blog on Mesh networks and what to look at including for more info: external link  - Tal

Hi Eleanor, The button you're referring to is the WPS button; you can use it to activate the WPS search mode to connect WPS-enabled devices to the WiFi. The USB port is used to connect a USB drive to share files on the home network, if you've set one up.

Modems should last several years, if not longer; you shouldn't need to purchase a new modem unless your current one no longer works (say after a Factory Reset has failed) or if a new modem has features you really need, like faster Wi-Fi and 4G backup.

If the modem is going off in the evenings then its worth having a chat to the Support team about it.

-Leo

Thank you Leo, that’s useful knowledge.

If you're asking whether I have regular problems loading, downloading or watching videos, the answer is most definitely YES.. Honestly, if you're watching during the day, or outside of peak service times, then you usually get by ok, but there still can be plenty of flat periods of little or no data, I think this is both issues with the poor quality of the box and the bad service from iiNet.. But really in general, anything anywhere close to or during peak times, close to midnight or late into the night, or any time you really need it to work properly, or just anytime it feels like it, it generally doesn't work very well at all, has regular speeds under 1mbps, or has some serious lag time.. Usually, during any peak times, like after work, say 5-9pm, it's not uncommon to get consistent speeds of less then 1mbps with multiple dropouts, despite the plan you're on, and that wont ever change unless you ring them and raise an issue, and then it miraculously works fine while you're on the phone to the help desk, then goes back to 1mbps within 5 mins of hanging up, completely frustrating..

I would suggest trying another provider that cares a little more and has a much better network/service.

Hi Minh, Great question and we do understand where you're coming from. It sounds odd to not be able to use the same old modem as you previously had! In simple terms, as you opted to signup for a new service, a new modem is required and is automatically included in the application. The backend systems treat this as if you were a new customer to us and the connection requires the use of our modem, as its specifically designed for the VDSL2 service, with its own firmware.

I hope this clarifies things for you!

- Leo

-

Thanks for confirming your company policy. It is disappointing that your backend system is designed in such a way that a perfectly fine working modem is now become rubbish, adding to the world wastage problem and global warming. As the plan is still the same, the old (1 year old) modem is VDSL2 there is no distinction. So it is beyond me as to why customers are forced to buy a new modem. Perhaps bad policy should be reviewed?

It would be interesting to see what iiNet say about this comment Minh, I recon iiNet are intentionally on a mission to drop their support help desk, so when you buy an iiNet modem you will be told you have a warranty and support for 2 years, the next thing is you won't be able to ring iiNet support for anything after 2 years unless you provide some billing details. In the end they will just be a internet provider like so many others instead of being an internet service provider with a service offering.

Hi Michael,

Yes, the TG-789 is able to be used with other providers, just be aware that depending on what NBN type that you have, the modem may be locked to that connection type (ie NBN FTTC and NBN HFC).

Thanks!

- Leo

Not sure but given how poor its wireless performance is why bother.

Hey Daniel,

We'd suggest having a look at the following Help article:

external link 

This will help in fine tuning your modem to achieve the absolute best possible performance from its Wi-Fi signal.

- Leo

Heya Cooby P! We'd recommend connecting the Belkin and the TG789 together via ethernet cable. Remember that the TG789 is the modem for this and will act as the connection device. The Belkin, we're assuming, is being used purely as a router and Wi-Fi repeater, so if the TG789 is connecting you to the internet, then we'd recommend checking the documentation that came with your Belkin.

- Leo

The .modem is connected to the router with Ethernet and the computer's are connected to the router via Ethernet and that is how the present modem is connected and it works fine .When i take the two cables out of existing .modem and plug into the iiNet modem all the lights light up but no internet Because it dose not connect to the router like the old modem so has to be a problem with the iiNet modem .There is no reference how to connect the router to the iiNet. Modem in the instruction manual. By the way i am not on the nbn i am with transact/iinet adsl cheers Tony

Hey Grandpa G, Most standard handsets should work when plugged into the Phone 1 port of the modem, once the modem has been configured to use our Netphone service. When this doesn't work, the possible options are:

* A faulty modem; * The modem not configured to use the Netphone service; * The Netphone service not configured/provisioned on our side or there being a fault in our systems; * The handset not being compatible with VoIP services.

We're always keen to help where we can, so please feel free to reply here with an invoice or reference number, or, you can make contact with us via our Social Media e-mail address: iiOnline@iinet.net.au. Please include your details and mention your question here and we'll happily lend a hand.

- Leo

Hey Max,

The WPS button is used to activate WPS search mode, to connect WPS-enabled devices to the WiFi.

- Leo

Hi Rena,

We retail the TG789 with our own software onboard. If you're buying the modem from us, for your NBN connection, they yes, it will work.

- Leo

Hi Rena - I had to replace the first modem as it was running very hot. The replacement and the first one did not work from one area to another about 20 feet away so had to buy an extender. After the difficulty setting this up with the modem it finally all works. Not sure if it is the modem but my NBN speed is so slow. Always had problems since going over to NBN

As you have no doubt discovered, the WiFi range of the TG789 supplied by iiNet to its NBN customers is woefully inadequate. They also publish a great long list of other modems and routers that they supply to customers, but you are unlikely to be able to persuade them to substitute any of the others. And if you don't accept the "free" modem they gave you in the first place, they'll tell you to go buy something you fancy, at your expense, instead. I did - and they can't get that to work, either. I had no luck with extenders - no matter where I located it, it made no difference. I returned it to the store, and bought - on iiNet's advice! (they told me "any VOiP/VDSL modem will do") - the TP-Link Archer VR600. In line with the rest of their performance, iiNet has been unable to assist me in connecting that to their NBN system instead of their TG789. So while I did meet two of their other customers, who had the same problem and had better luck connecting their Archer VR600 than I've had, I'm afraid I've given up. I can't even help myself, so I can't offer any help to you either, tazma1 I'm now working through all my contacts & transferring everything off my iiNet account, onto gmail, so that I can scout around for a different telco and dump iiNet

Hi Tazma, Typically any extender should be viable when positioned near to the modem so as to re-broadcast the signal. However, if you're having wireless stability and strength issues where it should be working normally it would first be worth looking into optimising your local setup and configuration to help ensure that everything is working as it should be. We've got some helpful advice on our help site that might help improve your signal performance: external link 

- Tal

I have the TG789 as provided by iinet and I find it to have very adequate range extending to the whole yard as well as everywhere in the house. I did have to change channels at the outset because a neighbour had the same default channel and that really restricts performance (I can "see" upwards of 8 other wifis in the area) and you need to be careful about other wifi products (A/V extenders and the like) around but I'm very happy with this unit.

Hi Marion, We signed up with iinet (NBN FTTP) and the exact same thing happens with the internet light on our modem. It at times is on and then when it want's it turns off (no colour/light at all) yet we are still able to surf the net and wifi still works.

I too am curious as to if this is right or just an issue? Glad to have read your message knowing it was happening to others too.

Let me know if anything changes with yours?

Mel