string(64) "https://www.aussiebroadband.com.au/help-centre/accounts-billing/" string(64) "https://www.aussiebroadband.com.au/help-centre/accounts-billing/"

Accounts & Billing

Accessibility Options

We have a range of accessibility options to help you make inquiries into your account, troubleshoot a problem, or even to simply close your account. Phone support is our preferred method of contact, but sometimes that's not a possibility.

Accessibility options for Accounts:

Our MyAussie portal allows customers to update most account level information. We are currently in the process of creating a new application that will give additional control of your account right at your fingertips. These features will include direct debit updating and even closing your service. However, until that functionality is through, we do have alternatives available upon request. Whether you're overseas, or have a disability, closing an account doesn't have to be frustrating.

If you are unable to call and need to make changes or close your account, then we advise emailing our Accounts team on [email protected]

They will reply with the forms needed to complete your request. *Please allow for 48 business hours to receive a response.

Accessibility options for troubleshooting service issues:

For all troubleshooting and service related issues, it's recommended to email our Customer Service Team at [email protected]

Please include the following to speed up the process:

  1. The nature of the issue, time and date the problems occurred, and troubleshooting steps already taken.
  2. Advise our team on your preferred method of contact.
  3. Perform any recommended troubleshooting steps.

*Please allow for 48 business hours to receive a response.

All our documentation is available in hard copy upon request. We're always looking to improve our services, and we'd love to hear from you. Feel free to send us your suggestions or feedback on improving our accessibility options so that we can give you the best customer experience. Contact us.

ADSL Connection Fees - Existing Customers

There are connection fees for ADSL. Please note: ADSL is only available in certain locations without nbn availability for existing customers.

The ADSL connection fee is $110.00.

Additionally if ADSL requires a landline:

  • $59.00 for a standard connection
  • $99.00 if a technician is required for minor works
  • $240.00 if a technician is required for major works or a brand new connection

Sometimes, it may be better to wait for nbn availability to arrive in the area. Advice will be given on a case by case basis. Please call our team with any questions.

Please note: We no longer offer ADSL services to new customers.

Advocates and authorised contacts on an account

Advocates:

An advocate is someone that you nominate on your account that can speak to us on your behalf. They cannot make any changes to the account without the primary account holder being present and agreeing.

Types of Advocates:

An advocate may be an interpreter, an IT/Technical specialist, a financial counsellor, a legal aid representative, a friend/family member or someone else you choose to use.

What can an Advocate do?

With the primary account holder present, advocates can make any changes to the account OTHER THAN:

  • Close a service
  • Open a service
  • Relocate a service
  • Add an authorised contact

An advocate can also help troubleshoot connection difficulties, relay information to you and discuss financial matters. Advocate can take no action or even discuss an account without the presence and permission of the primary account holder. 

Please note: In the case where the primary account holder requires sign language (Auslan) interpreter or another case where the primary account holder is unable to speak directly to us to give permission, we require 3 points of ID from the primary account holder in order to confirm permission of advocate. Please email [email protected] for more information.

How do I use an advocate?

To work with us using an advocate on your account, simply call us on 1300 880 905 and mention you wish to use an advocate for the call. You can also ask for a note about your advocate to be added to your account for future reference. (note - this does not give your advocate any authority to act without your presence).

Authorised Contacts:

An authorised contact is someone that you nominate on your account to speak to us on your behalf. Authorised contacts can make changes to the account without you being present.

Types of Authorised Contacts:

An authorised contact is likely to be a family member, a partner, a flatmate, a legal representative (eg power of attorney, guardian, executor of estate, etc), or long-term carer. They can be temporary or permanent.

Authorised contacts may do the following without a primary account holder present:

  • Any troubleshooting
  • Make payment
  • Purchase devices or agree to loan devices (such as a router or an ATA)
  • Adjust the plan including adding data or changing speed tiers.

Authorised contacts cannot do any of the following:

  • Add a service
  • Close a service
  • Add an authorised contact

Authorised contacts identification process:

An authorised contact must identify themselves with 3 points of ID when calling, as we do with all customers that call. These ID points should be their own, but it can also include the primary account holder’s information.

How do I add an authorised contact to my account?

To assign an authorised contact to your account, please either log into your MyAussie or speak to our customer service team by calling 1300 880 905. Instructions for adding an authorised contact via your MyAussie can be found here.

Bereavement Support

We’re sorry for your loss and we would like to make it as easy as possible for you to manage their account.

How to close an account and/or transfer ownership of an account

If you’re seeking to be appointed to an account after the primary account holder has passed away or you need to close the account, please contact our customer service team either by calling 1300 880 905 or through email at [email protected] and our team will do their best to assist you during this time.

When contacting us, please have the primary account holder’s phone number or account number ready, as well as their:

  • Full name
  • Home address

Who should contact us?

The person contacting us should be an authorised representative of the deceased. This includes:

  • an executor, administrator or trustee of the deceased’s estate
  • a lawyer or solicitor administering the will
  • next of kin (includes an immediate family member, e.g. parent, son/daughter, sister/brother, grandchild, surviving spouse or guardian over the age of 18).

Closing your account FAQ

We hate to lose any customer, but sometimes it may be necessary to cancel your account with us. If you're moving house, then this doesn't have to be goodbye. Check out our Moving House FAQ to see how we can help!

To close or cancel an Aussie Broadband service, the Primary Account holder needs to call our Customer Service team on 1300 880 905. An account cannot be cancelled over email. We require verbal confirmation on the phone as we aren't able to confirm your identity over email.

Note for NBN customers: NBN disconnects the service during the early morning hours so keep that in mind when selecting a day to cancel your internet service.

Do you offer pro-rata closures?

Yes, we do. You can request a pro-rata closure with our team when closing the account.

Do you charge anything for account closures?

For customers not on a contract and without Fetch, there is no extra charge to close the account.

Contract Customers: Customers still on a current contract with us will be responsible for the cost of the modem upon closure - $149.

Fetch Customers: Customers with Fetch must pay to ship their Fetch boxes back to us. If we do not receive the Fetch boxes within 30 days of closing your account, then a non-return fee will be raised.

Fetch Mighty - $300

Fetch Mini - $135

The above fees only apply if the boxes are not returned. Aussie Broadband Fetch boxes CANNOT be activated or used by someone else. Do not buy or sell them through online Marketplaces.

Disaster Support

Aussie Broadband’s main office is based in a regional location (Gippsland, Victoria) and we know only too well the impact fires and floods can have on communities.

During disasters such as bushfires, floods and cyclones, we proactively map customers’ addresses against known affected areas and contact them to offer assistance.

We recognise that what works for one customer may not work for another, so our policy is designed to be flexible.

Our support includes:

  • Initial services/discounts valued at up to $250 for any customer who has lost their home or been significantly impacted by disaster
  • Services/discounts valued at up to $80 for any volunteer working for extended periods on disaster relief
  • Other support by individual arrangement

You’ll find some other services below that may help.

You can use the MyAussie app or portal, or speak to one of our friendly team, to:

  • check if power or connection is still online to your property
  • divert your VoIP phone number at any time, free of charge
  • set up a payment plan at any time, without the need to speak to anyone
  • organise a relocation of your service

Don't forget our range of financial hardship support options are also available.

Our services for community groups include:

  • Our sponsorship programs
  • Our Community Partnerships Program

If you have been impacted by disaster and have not yet heard from us, please don’t hesitate to contact our friendly team on 1300 880 905.

Do I need to cancel services with my previous provider?

No one wants a surprise in the form of a bill, so it's always best to call up your previous provider to cancel services. We recommend waiting until your service is active with us to do so, especially with VoIP. Your phone number needs to remain active with your previous provider until we have successfully ported it over in order to retain your number.

Do you offer business and corporate broadband?

Aussie Broadband Business Broadband provides a high grade service level guarantee and a range of symmetrical line speeds. Business Broadband is designed for customers that require a mission critical broadband service.

The technologies used for Aussie Broadband Business Broadband include: G.SHDSL, BDSL, Microwave, Fibre Optic Ethernet, ADSL2+ AnnexM and Fixed Wireless. Technologies can be mixed and matched to meet individual office requirements for speed and flexibility.

You can find out more about our corporate broadband offers at our Enterprise website.

Forgot password?

This article describes how you can retrieve or change your password.

I have forgotten my password!

Retrieving your password for either your user account or email account can be done easily via a phone call to our Accounts department. You will be asked to provide at least 3 pieces of information about your account, and you must be an authorized contact of the account. Note that we aren't able to process password requests via email for security reasons. If you still have the original welcome letter from us, please refer to this first.

I want to change my password

A password change can be done via a phone call to our Accounts Department or your online account. To change your password online, click here.

I have forgotten my username

If you have forgotten your username, please send us an email or call our Accounts department. Keep in mind that your webmail username is your full email address, and that all usernames, including your online account username, are in lower case. If you still have the original welcome letter from us, please refer to this first.

How do I add authorised contacts to my account?

Please note: The Primary contact and the Primary account owner can not be modified via the MyAussie portal.
This must be done formally using a “Transfer of Ownership” which you can obtain by speaking with our accounts team.

Step 1:

Log in to your MyAussie account at: https://my.aussiebroadband.com.au/
using your user account details and password provided on signup.

Consideration note: If you unsure as to what your details this information is available within your step 4 email of the welcome series.

Step 2:

Go to the “Profile” tab on the left menu, then select the “Contacts” tab.

Step 3:

Click the “Add a contact” link at the bottom of the page

Step 4:

Enter the contact’s details filling out all fields with an “*” at the end of the field . Then click "Save Contact”.

Copy the code and place it into the provided area. Then click Add contact.

Note: If you have extenuating circumstances or you are unable to complete these forms due to personal circumstances please call our accounts team on 1300 880 905 to see how we can assist you.

How do I apply a data block to my service?

From time to time, you might have a big month of downloading.  You might be streaming your favourite new series on Netflix, or downloading a new game.

However, it may cause your usage to go over your allocation and you find your internet turns to a 256kbps crawl!

(Aussie Broadband shapes services that go over allocation rather than just automatically applying additional data, to help customers avoid bill shock and give you control over your costs).

If you prefer not to be shaped, you can head to your My Aussie portal and click on “Add a data block”.

Simply choose how much data you would like to add, and how you would like to pay (keep in mind, the data does not rollover into your next month and will expire).

Once you have done this, it may take 15-30 minutes to apply, but your service will be running like normal in no time.

If you have any issues please contact our Australian-based support team by calling 1300 880 905

How do I change my plan?

You can easily change your plan by logging into your My Aussie account here. This page can also be found under the 'manage my services' section in your online account. Note: Plan changes performed on My Aussie take effect at the next billing cycle unless you check the box for an immediate plan change.

Mid-cycle plan changes

Internet plan changes - If you need a mid-cycle plan change, and you're unable to log into your My Aussie account, then please call our Customer Service Team on 1300 880 905.

Mobile phone plan changes- Plan changes for mobile phones can be scheduled at any time, but will not take effect until the next billing cycle. Data blocks can be purchased as needed.

How to change your Aussie Broadband password

Step 1:

Log in to your MyAussie account using your user account details and password provided on signup.

Consideration note: If you unsure as to what your details are, this information is available within your Aussie Broadband welcome pack.

Step 2:

Click of the "Profile" option on the right menu, then click the "Change Password" button.

Step 3:

Enter your current password, new password, then confirm your new password.

Note: Your password must abide by the following requirements:

  • Must be at least 10 characters long.
  • Cannot contain the word "password".
  • Must contain at least 1 uppercase character.
  • Must contain at least 1 digit or 1 special character.

A password of 16 characters or longer does not need to meet the above requirements.

Step 4:

Once you are happy with your new password, click on the "Change Password" button to confirm the change.

Note: You will need to log in again once your password in successfully updated.

Moving FAQ

Q. How do I book a relocation?

A.This handy guide has everything you need to do to set up a relocation.

Q. Can I choose what date my service is connected at my new address?

A. Yes, if you’re using either the MyAussie Portal or website to relocate your service, you can select the date you wish to stop services at your current address and the date you want the new location connected.
Alternatively, once you have the dates that you will be moving, simply give our Sales team a call on 1300 880 905 and they can assist with the relocation process.


Will I be charged if there is a gap between the move out and move in dates?

Our accounts team can pro rata your monthly payment so you’re not paying for days when the service isn’t connected. They can even adjust your invoices to ensure your new location aligns with your current billing cycle – so if you always paid on the 15th, then that can continue.

Q. What do I need to do on the day of the move?


A. When it comes to your internet service – nothing, we’ll take care of getting your service connected at your new address. We’ll send you a text message once your service is active at your new address and once your service is up and running, you will be able to plug in your modem.

Q. Are there any fees associated with relocating?

A. Aussie Broadband does not charge a ‘relocation fee’.
However, an extra charge may apply if you’re connecting to the nbn network and the property is in a new development. A New Development Fee is $300.00, and we will inform you upon signup if this fee may apply.

Q. How long does a relocation take?

A. If your new address has been connected on the nbn previously, it’s likely that you can be connected in as little as 15 minutes.
If we find that we can’t automatically activate your service, or an appointment is needed for your connection at your new address, we try to have you connected within 5 working days.
Please note: Following the extreme weather events across Australia and also the impact that COVID-19 is having, it may take longer than usual to be connected. NBN is working hard to reduce the impact to customers.


Q. Will a technician appointment be needed?

A. A technician may need to visit if your new address:

  • Is being connected to the nbn network for the first time
  • Hasn’t had a phone line connected previously or for a long period of time

If an nbn technician is needed you may need to be available at the property, we will let you know in advance. If someone does need to be at home, they must be over 18 and will need to be there for the whole appointment, to let the installer in, and agree where the equipment should be located. Remember you have the right to have a say in where the equipment is located in your home, as long as it works in that location.


Q. Do I need a new modem when relocating?

A. In many cases you won’t need a new modem. However, if your existing modem/router isn't compatible with your new connection (moving from ADSL, for example), you will need to purchase a new one.
Aussie Broadband can supply a router, to see our full nbn™ compatible range of routers click here.


Q. How do I connect my modem?

A. Whether you’re using a modem supplied by Aussie Broadband or bringing your own, you can find our setup guides for each nbn connection type here.


Q. How much notice do I need to give Aussie Broadband before moving?

A. We recommend submitting the relocation either online or by giving our Sales team a call on 1300 880 905 as soon as you know the dates that you will be moving.
The more notice you give, the more likely we can have your service(s) connected at the new address on your preferred day – especially if a technician is required for the connection.
Q. What if the previous occupant at my new address has not disconnected their service?

A. It’s unlikely, but if this is the case, we’ll let you know, and you’ll need to provide documentation to prove that you’re moving into the new address. Proof of Occupancy documentation may include:

  • Lease Agreement
  • Rental Agreement (Residential or Commercial Tenancy Agreement)
  • Contract of Sale (must be signed, and include settlement date)
  • Rates Notice
  • Utility Bill, such as Water, Gas or Electricity

Q. How do I organise my home phone relocation?

A. Just follow our FAQ here.


Q. What information do I need to provide for a home phone relocation?

A. We first need permission from the phone lease holder, if this is not you, then you will need this person with you when you make the relocation call.
We need the exact address details of the new location, and if you have the old phone number of that location, this would also be beneficial.
Advise us of the date you wish to have your old service disconnected and your new service connected.
Any other information you think will help us with your phone relocation.


Q. What should I be aware of during a home phone relocation?

A. There are a couple of things to be aware of when relocating your home phone:

  • Phone relocations generally take three working days, providing that a new line or a technician visit is not required.
  • You will not always be able to keep your existing phone number. If this is the case, we’ll let you know before we proceed with the relocation of your home phone.

Q. Can I take my VoIP number with me if I relocate?

A. If you've been assigned a two-way or incoming number, and you're relocating within the same town, you can keep your current number. However, in the event that you're moving to a different area, we will have to assign you a new number.


Q. Can I keep my phone number?

A. In most cases yes, however this can depend on a few factors and you may not always be able to keep your existing phone number. If this is the case, we’ll let you know before we proceed with the relocation of your home phone.

There are a few tips to make the relocation of your phone service a smooth one:

  • If your home phone is currently using a copper connection and you’re moving to VoIP, we would need to keep your service active at your old address until the porting process is complete in order to ensure you keep your existing number.
  • If your phone service is using a VoIP connection and already with Aussie Broadband, we can relocate your service with your existing phone number.
  • If your phone service is using a VoIP connection and with another provider, you would need to keep your service active with your old provider until the porting process is complete in order to ensure you keep your existing number.
  • If the service is closed by your previous provider before the porting has completed, then we will need to try to retrieve the number, which has a re-connection fee of $30. Porting takes, on average, 8 business days, however complex service and fax lines can take up to 6 weeks.

Outage notifications

Aussie Broadband offers a number of ways of which we can update customers about outages on their services.

We publish all outages and updates via our outages page which you can find here, as well as on our Facebook account.

We also send out text messages to affected customers to let me know when an outage is on, and follow this up with another message when it's fixed.

Customers are able to customise the notifications they receive via text message in the My Aussie portal.

Relocating your service

If you are simply relocating your service from one premises to another, you will need the following information:

  • Address of the new location
  • Date you wish to stop services at your current address.
  • Date you want the new location connected.

Once you have the dates that you will be moving, simply give our simply give our sales team a call on 1300 880 905 and they can assist with the relocation process.

Our sales team can set your existing service to close on the day you specify for relocations only. Note: Service will stop working shortly after midnight on the date you specify, if you wish to have service for the full day, please add on an extra day.

Our team will then advise you if your new location is ready to connect or if it requires an installation appointment. If service is ready to go, then they just need to provide the earliest connection date of when you would like service there.

If an installation is required: Our team will advise you of the installation process for your specific location and service class. Please let them know the earliest date that you will have access to the premises so we can get your new location up and running as soon as possible.

Will I be charged if there is a gap between the move out and move in dates?

Our accounts team can pro-rata your monthly payment so you're not paying for days when the service isn't connected. They can even adjust your invoices to ensure your new location aligns with your current billing cycle - so if you always paid on the 15th, then that can continue.

Note: Our sales team can process service closures that are part of a relocation only. If you wish to close your account, then you will need to speak to our accounts team.

Updating your contact details

Please note: The Primary contact and the Primary account owner can not be modified via the MyAussie portal.

This must be done formally using a “Transfer of Ownership” form. There are two forms available.

For customers not under a contract, please use our No Contract Transfer of Ownership form

For customers under a contract, please use our Contract Transfer of Ownership form. 

Note: If you have extenuating circumstances or you are unable to complete these forms due to personal circumstances please call our accounts team on 1300 880 905 to see how we can assist you.

Step 1:

Log in to your MyAussie account at: https://my.aussiebroadband.com.au/
using your user account details and password provided on signup.

Consideration note: If you unsure as to what your details this information is available within your step 4 of the email welcome series.

Step 2:

Go to the “Profile” option on the left menu, select “Details”, then click on the edit button in the top right corner of the details box.

Step 3:

Make the appropriate changes to your account, when you are happy with your changes, press the update profile button/

What compensation is offered for outages?

Sometimes your service experiences a hiccup leading to the compensation question.  Aussie Broadband’s compensation policy applies to unplanned outages and faults where services have been disrupted for at least two days from the time of first contact in regard to the fault. Faults lasting for an extended time may also qualify for ongoing compensation.

Maintenance Outages

Some outages, such as those caused by NBN or OptiComm scheduled maintenance or faults within a customer’s premises, are beyond our control. We do not offer compensation for these, but we will do our best to troubleshoot these. All services need maintenance from time to time to ensure they are operating at optimal levels. We try to keep these maintenance windows brief and during the overnight hours. However, sometimes maintenance during daylight hours is required for the health and safety of the technicians attending the site. We will minimise downtime when this occurs.

When is Compensation added?

Please contact our Customer Service Team on 1300 880 905 for all requests. They will note down your request on the specific fault. Compensation is usually not added until once we have achieved a resolution with your service restored. We do this so we can figure up the proper compensation amount for the total disruption time. There may be a few cases involving longstanding faults where compensation is applied intermittently.

We provide compensation for the cost of the loss of our services only, not for third party alternatives (such as dongle or mobile hot-spot usage).

General/area wide outages

We assess compensation on an incident-by-incident case for faults with a disruption to services for at least two days. If we offered compensation for shorter outages, we would need to raise our prices to those comparable for large businesses, which pay for uninterrupted service level guarantees.

We don't like outages either so we are currently working to minimise downtime with backup links to help services to stay connected even during a pesky fibre cut.

What if I'm going on an extended holiday?

We understand that you want to keep costs low during an extended holiday. We can decrease plans or even cancel NBN or OptiComm services for the duration. VoIP services must remain open though to preserve your phone number. To find out the best solution for your needs, please call our Customer Service Team on 1300 880 905.

Can I make an immediate payment?

Yes. You can make an immediate payment with a credit card on the My Aussie Portal or by calling our Customer Service Team on 1300 880 905.

Can I set up a payment plan?

If you're struggling to make this month's payment, or you just need a few extra days, we understand. Please call our friendly Customer Service Team on 1300 880 905 to work out a suitable payment plan solution or you can simply log into your MyAussie app or portal then select billing to request a payment extension.

*Payment plan options include temporarily postponing your payment to partial, ongoing payments over an agreed upon time period.

To find out more about our hardship policy, please click here.

Declined payment fees & late fees

What happens with a declined payment? Will I be charged a fee?

A declined payment can occur for a number of reasons from lost or stolen cards, expired cards, bank errors, and insufficient funds. The fees associated with the declined payment depend on the type of payment being used.

For Bank & Debit card declined payments

The bank charges us $5.50 for each returned transaction, and that fee is passed on to customers. Our system will automatically queue up another payment date if the original debit date is missed. If payment is again declined, another $5.50 fee will be charged to your account.

For Credit card declined payments

If your credit card is declined, then you will be charged a single $10 late fee for that month. Subsequent declined payments during that same billing cycle will not incur extra fees.

How to avoid declined payment fees:

It's advised to be proactive with your account. We understand financial difficulties and hardships and even general whoops mistakes because we've all been there. We're all human. Simply contact us.

If you know that your payment will be declined on the debit date, just call our Customer Service Team on 1300 880 905  prior to the debit date. We can arrange a payment plan to prevent the system from withdrawing money from your account until it's available. As a general rule of thumb, you're automatically approved for a payment plan provided you agree to pay at least half of the amount owing before the next billing cycle (the next invoice).

If you require a longer payment plan or are experiencing financial hardship, then Customer Service can raise a ticket to the Accounts Manager on your behalf. The Accounts Manager will contact you to further discuss a payment plan that is more suitable. To view our financial hardship policy, follow this link.

How can I change my billing anniversary date?

You can change your billing anniversary date by calling our Customer Service Team on 1300 880 905. A pro rata amount will be raised at the time.

*Please note: the billing anniversary may not be the same as the debit date.  The debit date can be found on your invoice.

How do I update payment details?

You can update payment details in two ways.

Credit Card & Direct Debit payment details can be updated on the My Aussie Portal. Or you can do so through our MyAussie app available on both the Google Play store or on the Apple Store.

If you're not able to log into your MyAussie or wish to update your details by calling, our Customer Service team can send you a one-time link via sms or email that will allow you to update your details.

What billing formats are available?

Bills are normally be delivered electronically via email and are also available to view in our My Aussie Portal. Printed and mailed bills are also available. To change to printed bills call our customer support number on 1300 880 905.

What if I miss payment?

If you miss payment, then an SMS will be sent notifying you that a payment has been missed. It's recommended to call our Customer Service Team on 1300 880 905 as soon as possible to work out a suitable payment plan to avoid late fees and account suspension.

What payment options are available?

There are three ways to make payment to your account:

  • Direct Debit- Funds are automatically processed from your bank account on your Debit Date (listed on your Invoice). Note: immediate payments can only be made with a credit card.
  • Credit Card- Funds are automatically processed from your Credit Card on your Debit Date (listed on your Invoice). Note: We do not accept American Express.
  • *BPAY -  BPAY is available on request with direct debit or credit card details on file as a backup payment option. We recommend that you BPAY at least 4-5 days before your debit date to allow the system to receive the payment. Once payment is received, the system should not double charge you.

Please call customer service to request the Biller Code and Reference number should you wish to make a BPAY payment.

When is my anniversary billing date?

Your billing cycle is displayed under the invoices page of the My Aussie Portal. The anniversary billing date is the date that the invoice is issued. This may not be the same as the debit date.

When is my payment processed?

The payment processed date is listed on your Invoice. Your Invoices can be viewed here.

Configure Android Mail

This is using the default email app found on Android mobile devices.

Step 1: Tap on Default Email App

Simply click on the option for 'Other'

Step 2: Add New Account

Fill out the 'Email address' and 'Password' section, and then tap on the 'Manunal Setup' button at the bottom of the page (it's hidden by the pop-up that appears after you press that button). You are then prompted to setup a POP3, IMAP, or Microsoft Exchange account. For the example, we are using POP3.

Server Settings Page 1

Fill out in the same format that the image shows, changing the port number to 993 instead of 995 if you are configuring an IMAP.

Server Settings Page 2

Fill out in the same format that the image shows. If you have issues sending emails after following this guide, you can try port 587 instead of port 465.

Configure iPhone

This article helps you configure your Aussie Broadband email account on your iPhone.

Step 1. On your iPhone's main menu, click on Mail as shown below.

ipod_screenshot_001

Step 2. Select Other at the bottom to setup an Aussie Broadband email account.

ipod_screenshot_002

Stp 3. Type in NameEmail AddressPassword, and a Description of the email account.

ipod_screenshot_003

Step 4. Enter the following information:

  • Hostname: mail.aussiebroadband.com.au
  • Username: Your full email address
  • Password: Your password

ipod_screenshot_004

Step 5. Type in the mail server of the phone carriers mail server (eg: mail.bigpond.com if you are connected with Telstra)

ipod_screenshot_006

Step 6. Click save and it will ask you about setting up without SSL, accept this by clicking "Yes".

ipod_screenshot_007

Step 7. It will then prompt you to save the email account. Click "Save".

ipod_screenshot_008

Configure Mac Mail

Email Support Configure Mac Mail

This article provides the steps required to successfully setup your email account in Mac Mail.

Step 1

Launch Mac Mail from the Mac dock.

macmailicon

Step 2

Once Mac Mail has loaded, click Mail at the top of the screen, then click Preferences.

stepa1

Step 3

When the preferences window has loaded, click on the Accounts tab.

stepa2

Step 4

To add a new email account, click on the '+' on the bottom left hand side of the window.

stepa3

Step 5

In the 'General Information' window, fill in the following fields.

  • Account Type: POP
  • Account Description:Can be left as default as this is only your pop3 profile name.
  • Full Name: Your display name
  • Email Address: The email address being added

Click Continue.

step2

Step 6

In the 'Incoming Mail Server' window, fill in the following fields.

  • Incoming Mail Server: mail.aussiebroadband.com.au
  • User Name: Your full email address
  • Password: Your password

Click Continue.

step5

Step 7

  • In the 'Outgoing Mail Server' window, fill in the following fields.
  • Outgoing Mail Server: mail.aussiebroadband.com.au
  • Ensure that Use authentication is unticked. Click Continue

step4

Step 8

An account summary will be shown with your entered details. Verify these and click Continue. Note: SSL should be off - if either or both of these are on please call us for assistance in disabling SSL. (For those that require it, SSL is supported. For more information visit the General Email Settings page)

step5

Step 9

The conclusion window should appear. Simply click Done to finalize the setup of your email account!

step6

Configure Microsoft Outlook 2003

Follow the steps to configure your POP3 email account under Microsoft Outlook 2003

Step 1 - Open Microsoft Outlook

Step 2 - Click Tools and select Email Accounts

outlookstep1

Step 3 - Select Add a new e-mail account, then click Next

outlookstep2

Step 4 - Select POP3 and click Next

outlookstep3

Step 5 - Enter the following information:

User Information:

  • Display Name
  • Email Address
  • Server Information:

    • Incoming Mail Server (POP3): mail.aussiebroadband.com.au
    • Outgoing Mail Server (SMTP): mail.aussiebroadband.com.au

    Logon Information:

    • Username (Your full email address)
    • Password

    outlookstep4
    Step 6 - Click Finish to complete the wizard

    outlookstep5

Configure Microsoft Outlook 2007

Follow the steps to configure a POP3 email account under Microsoft Office 2007.

Step 1 - Open Microsoft Outlook

Step 2 - Click Tools and select Accounts Settings

outlookstep1

Step 3 - Click New

outlookstep2

Step 4 - Select Manually configure server settings or additional server types and click Next

outlookstep3

Step 5 - Select Internet E-mail and click Next

outlookstep4

Step 6 - Enter your user details as follows:

User Information:

  • Display Name
  • Email Address

Server Information:

  • Account Type: POP3
  • Incoming Mail Server: mail.aussiebroadband.com.au
  • Outgoing Mail Server (SMTP): mail.aussiebroadband.com.au

Logon Information:

  • Username
  • Password

Click Next
outlookstep5

Step 7 - Click Finish to complete the wizard

outlookstep6

Configure Microsoft Outlook 365

This is a guide using the newer version of Outlook. Older versions are similar in look and layout, but some things may be different.

Step 1: Add account

To get to this section in Outlook, open the application and navigate to 'File' in the top left corner. We then click on the button 'Add Account' to start the process.

Step 2: Enter Email Account Info

When you click on the 'Add Account' button on the previous image, you are presented with this screen. Fill out the name (can be whatever you want, it is only for your reference), email address, password and password again. Then make sure we are selecting/filling the 'Manual Setup or additional server types' and hitting the 'Next' button.

Step 3: Manual Configuration Settings

When 'Next' is clicked as per the previous image, this is the screen you are presented with. Ensure that both the incoming and outgoing email mail servers are set to mail.aussiebroadband.com.au, and that the logon information is filled (username is the whole email address, password is the email address password). Once this information is filled out, click on the 'More Settings' button.

Step 4: More Settings Information

Navigate to the 'Outgoing Server' tab at the top of the window, and ensure that 'My outgoing server (SMTP) requires authentication' and 'Use same settings as my incoming mail server' are both ticked.

Step 5: Advanced Settings

Navigate to the 'Advanced' tab at the top of the window, and that the following settings are in place. 'Remove from server after x days' is completely optional and you can choose whether you want this enabled or disabled.

NOTE: For those setting up an IMAP account, the Incoming Server section should be port 993.

Configure Outlook Express

Follow the steps to configure your POP3 email account under Outlook Express.

Step 1 - Open Outlook Express

Step 2 - Click Tools and select Accounts

outlookexpressstep1

Step 3 - Click Add, then click Mail

outlookexpressstep2b

Step 4 - Enter you display name

outlookexpressstep3 (1)

Step 5 - Enter you Email address

outlookexpressstep5

Step 6 - Set the incoming mail server to POP3 and enter in the following mail servers:

Incoming Mail Server: mail.aussiebroadband.com.au
Outgoing Mail Server: mail.aussiebroadband.com.au

outlookexpressstep6

Step 7 - Enter your Account Name and Password. Note that the account name is your full email address, and that the password is CaSe SeNsItIvE.

outlookexpressstep7

Step 8 - Click Finish to complete the account creation wizard

outlookexpressstep8

Step 9 - Click Close to close the Internet Accounts box

outlookexpressstep9

Configure Thunderbird

Configure Thunderbird for your Aussie Broadband email account

Step 1 - Open Thunderbird

Step 2 - Click Tools and select Account Settings

thunderbirdstep1

Step 3 - Click Add Account

thunderbirdstep2

Step 4 - Select Email Account and click Next

thunderbirdstep3

Step 5 - Enter your name in the Your Name box, and your email address in the Email Address box, then click Next

thunderbirdstep4

Step 6 - Set the incoming server to POP and set the Incoming Server to mail.aussiebroadband.com.au, then click Next

thunderbirdstep5

Step 7 - Type in your full email address as the Incoming User Name, then click Next

thunderbirdstep6

Step 8 - Enter in the Account Name (This is what the account will be called under the 'Account Settings' in Thunderbird). Then click Next

thunderbirdstep7

Step 9 - The following screen will appear summarizing your entered settings. Click Next

thunderbirdstep9

Step 10 - Your account has now been setup! Click OK to go to your emails.

thunderbirdstep10

Configure Windows Mail

Follow the Steps to configure a POP3 email account under Windows Mail.

Step 1 - Open Windows Mail

Step 2 - Click Tools and select Accounts

windowsmailstep1

Step 3 - Click Add

windowsmailstep2

Step 4 - Select E-mail Account and click Next

windowsmailstep3

Step 5 - Enter your Display name

windowsmailstep4

Step 6 - Enter your E-mail address

windowsmailstep5

Step 7 - Set the incoming mail server type to POP3 and enter in the mail servers:

  • Incoming Mail Server: mail.aussiebroadband.com.au
  • Outgoing Mail Server: mail.aussiebroadband.com.au

Click Next

windowsmailstep6

Step 8 - Enter your E-mail username and Password. Note that the account name is your full email address, and that the password is CaSe SeNsItIvE. Click Next

windowsmailstep7

Step 9 - Click Finish to complete the account setup wizard

windowsmailstep8

Step 10 - Click Close to close the Internet Accounts box

windowsmailstep9

Create a new Email Account

This article provides information on managing and creating email accounts.

How do I create a new email account?

You are able to create up to 5 email accounts for free. To create a new email account or manage your existing email accounts, simply visit the manage my services -> manage my emails section of your my.aussie account.

Alternatively, click here to go directly to this page (You will be required to log in). If you are unable to add or manage your existing emails via this section, please call our accounts department to do this over the phone.

General Email Settings

This article provides the basic email settings required to setup your email account.

Login Information

Use the following syntax when entering your username and password. Note that the username cannot contain upper case letters and that the password is case sensitive.

Username [email protected] (please refer to your welcome letter)
Password CaSe SeNsItIvE (please refer to your welcome letter)

Server Information

Use the information below when entering in the server details for your email account.
Note: All domains use the same server settings as Aussie Broadband (eg: Wideband, Baonline, and Westvic)

Aussie Broadband

  Incoming Mail Server (POP3) Outgoing Mail Server (SMTP)
Server mail.aussiebroadband.com.au mail.aussiebroadband.com.au
IP Address 202.142.142.238 or
202.142.142.239
202.142.142.238 or
202.142.142.239
Port 110 25

The servers also support imap on port 143 if required.

SSL

Our mail servers support SSL and STARTTLS with the following settings:

  • POP(Incoming)SSL: 995
  • SMTP(Outgoing)SSL: 465
  • IMAP(Incoming)SSL: 993

What is SSL?

SSL (Secure Sockets Layer) is the standard security technology for establishing an encrypted link between a web server and a client. This link ensures that all data passed between the web server and browsers remain private and encrypted. SSL is an industry standard and is used by millions of websites in the protection of their online communications with their customers.

What is STARTTLS?

STARTTLS is an email protocol command that tells an email server that an email client, including an email client running in a web browser, wants to turn an existing insecure connection into a secure one.

Are there any fees associated with relocating?

Aussie Broadband does not charge a ‘relocation fee’.

However, an extra charge may apply if you’re connecting to the nbn or OptiComm network and the property is in a new development. A New Development Fee is $300.00, and we will inform you upon signup if this fee may apply. For more information, check out our FAQ on New Development Fees

Can I choose what date my service is connected at my new address?

Yes, if you’re using either the MyAussie Portal or website to relocate your service, you can select the date you wish to stop services at your current address and the date you want the new location connected.

Alternatively, once you have the dates that you will be moving, simply give our Sales team a call on 1300 880 905 and they can assist with the relocation process.

Can I keep my phone number?

In most cases yes, however this can depend on a few factors and you may not always be able to keep your existing phone number. If this is the case, we’ll let you know before we proceed with the relocation of your home phone.

There are a few tips to make the relocation of your phone service a smooth one:

  • If your home phone is currently using a copper connection and you’re moving to VoIP, we would need to keep your service active at your old address until the porting process is complete in order to ensure you keep your existing number.
  • If your phone service is using a VoIP connection and already with Aussie Broadband, we can relocate your service with your existing phone number as long as you are relocating within the same town. If you're moving to a different area, we will have to assign you a new number.
  • If your phone service is using a VoIP connection and with another provider, you would need to keep your service active with your old provider until the porting process is complete in order to ensure you keep your existing number as long as you're staying in the same town. If moving to a different area, then you will need a new number.
  • If the service is closed by your previous provider before the porting has completed, then we will need to try to retrieve the number, which has a re-connection fee of $30. Porting takes, on average, 8 business days, however complex service and fax lines can take up to 6 weeks.

Do I need a new modem when relocating?

In many cases you won’t need a new modem. However, if your existing modem/router isn't compatible with your new connection (moving from ADSL, for example), you will need to purchase a new one.

Aussie Broadband can supply a router, to see our full nbn™ compatible range of routers click here.

How do I book a relocation?

If you are simply relocating your service from one premises to another, you will need the following information:

  • Address of the new location
  • Date you wish to stop services at your current address.
  • Date you want the new location connected

Once you have the dates that you will be moving, simply give our simply give our sales team a call on 1300 880 905 and they can assist with the relocation process.

Our sales team can set your existing service to close on the day you specify for relocations only. Note: Service will stop working shortly after midnight on the date you specify, if you wish to have service for the full day, please add on an extra day.

Our team will then advise you if your new location is ready to connect or if it requires an installation appointment. If service is ready to go, then they just need to provide the earliest connection date of when you would like service there.

If an installation is required: Our team will advise you of the installation process for your specific location and service class. Please let them know the earliest date that you will have access to the premises so we can get your new location up and running as soon as possible.

Note: Our sales team can process service closures that are part of a relocation only. If you wish to close your account, then you will need to speak to our accounts team.

How do I connect my modem?

Whether you’re using a modem supplied by Aussie Broadband or bringing your own, you can find our setup guides for each nbn connection type here.

How do I organise my home phone relocation?

We recommend giving our Sales Team a call on 1300 880 905 . They will help to organise a relocation for your home phone number or a new local number if moving towns or interstate.

How long does relocation take?

If your new address has been connected on the nbn previously, it’s likely that you can be connected in as little as 15 minutes.

If we find that we can’t automatically activate your service, or an appointment is needed for your connection at your new address, we try to have you connected within 5 working days.

Please note: Following the extreme weather events across Australia and also the impact that COVID-19 is having, it may take longer than usual to be connected. NBN is working hard to reduce the impact to customers.

How much notice do I need to give before moving?

We recommend submitting the relocation either online or by giving our Sales Team a call on 1300 880 905 as soon as you know the dates that you will be moving.

The more notice you give, the more likely we can have your service(s) connected at the new address on your preferred day – especially if a technician is required for the connection.

How to ensure your service is disconnected correctly

When getting ready to move house and disconnect your current service, there’s a few things to keep in mind before you pack everything up.

The NBN or OptiComm equipment, at your premise, belongs to them and has been assigned to a specific address. You are legally required to leave their equipment at the property it was issued to.

Removing NBN or OptiComm equipment will likely result in delayed installs for both yourself and the next occupants.

We know it may seem confusing, but an easy trick to help figure out what can and can’t be taken is, if the equipment has NBN or OptiComm on it, you should leave it at the premise.

We’ve also got some pictures to help with what to leave when moving.


Fibre to the Premises (FTTP)
Fibre to the Curb (FTTC)

Hybrid Fibre-Coaxial

Fixed Wireless

Fibre to the Node, Basement, or Building (FTTN/B)

The modem used for these technology types is either supplied by the internet provider, or the customer and is not considered nbn™ supplied equipment.


OptiComm FTTP

The OptiComm Connection Boxes are mainly supplied by either Dasan and Huawei, your OptiComm connection box is considered OptiComm's property and should be left at the premise it was issued to.

If you are still unsure about what you can or can't take, please feel free to call our team on 1300 880 905.

What do I need to be aware of during a home phone relocation?

There are a couple of things to be aware of when relocating your home phone:

  • Phone relocations generally take three working days, providing that a new line or a technician visit is not required.
  • You will not always be able to keep your existing phone number. If this is the case, we’ll let you know before we proceed with the relocation of your home phone.

What do I need to do on the day of the move?

When it comes to your internet service – nothing, we’ll take care of getting your service connected at your new address. We’ll send you a text message once your service is active at your new address and once your service is up and running, you will be able to plug in your modem.

What if the previous occupant at my new address has not disconnected their service?

It’s unlikely, but if this is the case, we’ll let you know, and you’ll need to provide documentation to prove that you’re moving into the new address. Proof of Occupancy documentation may include:

  • Lease Agreement
  • Rental Agreement (Residential or Commercial Tenancy Agreement)
  • Contract of Sale (must be signed, and include settlement date)
  • Rates Notice
  • Utility Bill, such as Water, Gas or Electricity

What information do I need for a home phone relocation?

We first need permission from the phone lease holder, if this is not you, then you will need this person with you when you make the relocation call.

We need the exact address details of the new location, and if you have the old phone number of that location, this would also be beneficial.

Advise us of the date you wish to have your old service disconnected and your new service connected. Any other information you think will help us with your phone relocation.

Will a technician appointment be needed?

A technician may need to visit if your new address:

  • Is being connected to the nbn network for the first time
  • Hasn’t had a phone line connected previously or for a long period of time

If an nbn technician is needed you may need to be available at the property, we will let you know in advance. If someone does need to be at home, they must be over 18 and will need to be there for the whole appointment, to let the installer in, and agree where the equipment should be located. Remember you have the right to have a say in where the equipment is located in your home, as long as it works in that location.

Will I be charged if there is a gap between the move out and move in dates?

Our accounts team can pro rata your monthly payment so you’re not paying for days when the service isn’t connected. They can even adjust your invoices to ensure your new location aligns with your current billing cycle – so if you always paid on the 15th, then that can continue.

Still not found what you’re looking for?

Our team of experts would love to help you out. Speak to one of our friendly support staff today.