All about usernames

A username is the label used to identify your account and/or services with Wetsnet. Each service that we sell has its own username – this is typically chosen when you sign up for that service.

All internet service usernames are also functional email addresses, e.g.

If you only have Mobile Voice with us, you'll be given one email address to use when logging in to MyAccount.


Where can I find my username?

You can find a username in the following places:

  • A primary username is listed underneath your Customer Number in the email containing your invoice.
    Email example
  • You'll also find your username(s) listed in the Service Details section of your invoice.
    Service details example
  • If your invoice is less colourful than the above, you may still be on our old invoice design which does not include your username (it was one of the improvements we made with the new design).

    If this is the case, instead please retrieve your invoice number and the total amount owing as shown below. You can then call us on 1300 786 068 and provide these details along with your name, date of birth and address to pass an ID check. Our friendly Customer Service Rep can then help you get back on track with your username and password and then you can write these details down for future reference.

    Invoice example

  • If you've recently acquired a new service, your username will be included in the emails and/or SMS sent to you when the service was activated.

Where do I use my username?

Your username has many purposes, including the following:

  • Logging into MyAccount. If you've never logged into MyAccount before, please see An Introduction to MyAccount.
  • Identifying your account via email or over the phone with a Customer Service representative. Please note that if you have a landline or mobile phone service with us, you can also use your phone number (include area code for landlines) to identify your account.
  • Logging into Webmail or setting up an email account.
  • Setting up your internet connection. Some internet services may require you to enter your username and password into the modem settings.


How do I change my username?

Changing an existing username is an action that can only be performed by one of our friendly Support Team, so please call us on 1300 786 068 for a hand.

If you'd just like another Westnet email address to use, you can create an additional mailbox in MyAccount.


How do I get access to a lost account?

If you are no longer able to access your account due to a forgotten username or password, or you need to take control of an account via Power of Attorney or a similar scenario where the account holder is unable to manage their account, please call us on 1300 786 068. We should be able to search for your account in our billing system and we can then advise what's necessary to gain access to the account information (such as a Statutory Declaration).