Question 1

Are there any connection fees or charges?

Accepted Answer

We don’t charge standard connection fees for our nbn® services. However, if your address is part of a new development or requires a new line, nbn may apply an additional one-off fee. Under the Australian Government’s Telecommunications in New Developments Policy, nbn may charge a one-time End-User Contribution (EUC) of up to $300 (including GST) per premises. We’ll notify you during signup if this applies.

Question 2

Will my home phone work on the nbn®?

Accepted Answer

Yes. You can keep your existing home phone number by porting it to our home VoIP plans. Your phone handset will need to be connected to a VoIP-compatible modem.

Question 3

Will my current hardware work with my new service?

Accepted Answer

Your existing modem may work as long as it is nbn® compatible, not locked to a previous provider, and supports IPoE / DHCP authentication. BYO modem support is limited, but guidance is provided. Our range of TP-Link modems is compatible with all nbn technologies and includes Wi-Fi 6 support, with optional mesh extenders for larger homes or dead spots.

Question 4

How long will it take to connect my service?

Accepted Answer

Connection time depends on your address. Already connected: activation usually takes 1–5 business days. Not yet connected: an nbn® technician appointment is typically required and takes 2–4 weeks. If a technician visit is needed, nbn will install required equipment before activation.

Question 5

What is the $0 fibre upgrade?

Accepted Answer

The $0 fibre upgrade is available for eligible addresses currently on FTTN or FTTC when upgrading to a qualifying higher-speed plan. Eligibility depends on your address and nbn availability.

Question 6

Why are all speeds not available at my address?

Accepted Answer

Available speeds depend on the nbn technology type at your location. Technologies such as FTTP and HFC generally support faster speeds than FTTN or Fixed Wireless.

Question 7

Can I change my nbn® plan after signing up?

Accepted Answer

Yes. You can change your nbn plan at any time via your account dashboard or by contacting our team. Upgrades are charged pro-rata, and downgrades have no refunds for unused time.

Question 8

What is the nbn® Network Termination Device (NTD)?

Accepted Answer

The NTD is the box that connects your home to the nbn network. It depends on your connection technology and requires power. It is separate from your modem. If the NTD hasn’t been installed, activation may be delayed until installation.

Question 9

Will my nbn service work during a power outage?

Accepted Answer

Your nbn service won’t work during a power outage, including VoIP phone services. Some FTTP properties with a battery backup may continue to use UNI-V. If you use medical or security alarms connected to your phone line, check compatibility and backup options before switching.

Question 10

What does 'Typical Evening Speed' mean?

Accepted Answer

Typical Evening Speed is the average speed experienced by a representative group of users between 7pm and 11pm. It is not a guaranteed minimum. Actual speeds vary due to nbn access technology, network congestion, local traffic, and line quality within your premises.

Question 11

How can I protect myself from scams?

Accepted Answer

Scam activity is increasing. Scammers may impersonate providers to access personal or financial information. Stay informed and cautious with unsolicited calls, emails, or messages.

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