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Do I need a Bronze, Silver or Gold support package with my nbn™ service?

Choosing between Gold, Silver or Bronze support depends on your business requirements.

All support packages include our Australian-based enterprise support available 24/7 to support your business. The difference between packages largely comes down to our uptime SAG and nbnTM’s eSLA on fault restoration timeframes, which are the biggest considerations for businesses with a critical reliance on connectivity.

The best way to determine the level of SAG and eSLA you require is to assess the financial impact potential downtime has on your business against the cost of adding uptime and fault restoration timeframe guarantees to your service.

Do I need an nbn™ Internet or Private IP connection?

It depends on whether your business is single or multisite, and how you want to connect.

nbnTM Internet Connections are great for single site businesses with an office needing high-speed internet connectivity to the outside world.

nbnTM Private IP Networks are for businesses with multiple offices in different locations across Australia and abroad, needing fast connectivity between these sites as well as an internet connection to the outside world. This enables businesses to minimise costs on software, hardware and maintenance by having centralised critical infrastructure to share pooled resources and applications.

What is a SAG?

SAG stands for Service Agreement Guarantee and refers to our commitment to keeping your nbnTM service up and running with minimal disruption, or we pay you a percentage rebate back on your monthly service cost in the event of unscheduled downtime on your service.

We offer different levels of SAGs across support packages, including best effort SAG with no rebates, a 99% uptime SAG that allows 7h 18m 17.5s per month downtime and a 99.95% uptime SAG that allows just 21m 54.9s per month downtime. We obviously do not want you to experience any downtime which is why we are willing to put money on it to show you how confident we are that you will receive high performance and reliability with your service on our network.

What is an eSLA?

eSLA stands for Enhanced Service Level Agreement and refers to nbn™’s commitment to providing a higher level of support by having faster rectification on faults within a specified timeframe. This is essential for businesses to minimise potential service disruption and one of key features that distinguishes a business-grade nbnTM service from a residential-grade one.

Our enterprise-level nbnTM services all come with the option of choosing a support package that includes either a 12-hour, 8-hour or 4-hour eSLA fault rectification timeframe that can be accessed 24/7. Choose a level of eSLA that best suits your business requirements.

What is FTTB?

FTTB or Fibre to the Building utilises fibre optic cable all the way to a shared point in the building’s communications room. From there, the connection travels along the existing copper lines to each customer.

FTTB Network Boundary Point

The MDF is NBN's Network Boundary Point, once NBN have terminated the service to the MDF it is the customers responsibility to ensure internal cabling is in place from the MDF to the desired location of the modem/router.

If an MDF is not present on the premises, then the NBN technician may terminate the service to a Telecommunication Outlet.

FTTB Site Access Requirements

On the day of installation, the NBN technician will require access to the MDF to complete the installation. To ensure that access to the MDF is available on the day you will need to arrange this in advance of the appointment.

The MDF may be located in a basement, carpark, communications room, office cupboard etc.

If you do not have direct access to the MDF you may need to gain access by liaising with building/centre management, building facilities team, reception, or the IT department.

FTTB Internal Cabling Requirements

Once the NBN technician has installed the service to the MDF they will “tag” the service and it is then the customers responsibility to run cabling from the MDF to the desired location of the modem/router.

You will be required to have cabling run from the MDF to the modem/router and the cabling must have an RJ12 handoff.

What is FTTN?

FTTN stands for Fibre to the Node. Fibre optic cable connects to the nearest node, and then the signal travels down the existing copper lines to the primary telephone wall socket or the MDF.

FTTN Network Boundary Point

The MDF is NBN's Network Boundary Point, once NBN have terminated the service to the MDF it is the customers responsibility to ensure internal cabling is in place from the MDF to the desired location of the modem/router.

If an MDF is not present on the premises, then the NBN technician may terminate the service to a Telecommunication Outlet.

FTTN Site Access Requirements

On the day of installation, the NBN technician will require access to the MDF to complete the installation. To ensure that access to the MDF is available on the day you will need to arrange this in advance of the appointment.

The MDF may be located in a basement, carpark, communications room, office cupboard etc.

If you do not have direct access to the MDF you may need to gain access by liaising with building/centre management, building facilities team, reception, or the IT department.

FTTN Internal Cabling Requirements

Once the NBN technician has installed the service to the MDF they will “tag” the service and it is then the customers responsibility to run cabling from the MDF to the desired location of the modem/router.

You will be required to have cabling run from the MDF to the modem/router and the cabling must have an RJ12 handoff.

What to expect on the day of your nbn FTTN installation

Check out this short nbn video on what to consider and what will happen on the day of your FTTN installation.

What is FTTP?

FTTP stands for Fibre to the Premise. FTTP requires an NBNCo appointment where a technician installs a nbn™ Network Termination Device inside the premises.

FTTP Network Boundary Point

NBN will connect a PCD (Premises Connection Device) on the outside of the premises and then install a FTTP Network Termination Device on the inside of the premises.

NBN may install the NTD in a common area such as a server room, communications room, basement, or a cupboard. NBN will not provide any cabling from the NTD to where your router will be located, this is the responsibility of the customer to ensure this is in place.

What to expect on the day of your nbn FTTP installation

Check out this short nbn video on what to consider and what will happen on the day of your FTTP installation.

What is HFC?

HFC stands for Hybrid Fibre Coaxial. HFC requires an NBNCo appointment where a technician installs a nbn™ Network Termination Device inside the premises.

HFC Network Boundary Point

NBN will connect a PCD (Premises Connection Device) on the outside of the premises and then install a HFC wall outlet on the inside of the premises where they will connect the Network Termination Device.

NBN will install the Network Termination Device within a 40m cable run of the PCD, if you require the NTD to be installed in a location away from the front of the building then you will need to ensure that internal cabling is present.

Location Requirements for the Network Termination Device

  • Near a 240v power outlet. If you have provided a power board the NBN technician may not install the NTD as this is not suitable.
  • In a cool, dry, ventilated area (nbn™ supplied equipment cannot be installed in a damp or wet area, such as a kitchen, bathroom, laundry or under a window that opens).
  • Away from busy areas where it may be knocked or damaged.

Internal Cabling Requirements for HFC

In premises cabling is strongly recommended as it will allow you to choose the location of the NTD, all cabling work must adhere to NBN standards. NBN HFC uses RG6 Quad Shield Cable and this is the type of cabling that must be used if you require the NTD to be installed any further than a 40m cable run.

It is recommended that you get a licenced cabler to run the cabling to ensure that industry standards are met.

What to expect on the day of your nbn HFC installation

Check out this short nbn video on what to consider and what will happen on the day of your HFC installation.

What is nbn™ Enterprise Ethernet with Low CoS and High CoS?

nbn™ Enterprise Ethernet (EE) is a Layer 2 carrier-grade fibre service that delivers bandwidth with the highest speed, performance and reliability across the nbn™ ethernet access network.

nbn™ EE enables a symmetrical bandwidth profile with traffic prioritisation, including low and high Class of Service (CoS). Low CoS provides an excess information rate with best effort contention, which is great for low priority applications including internet browsing and emails, while high CoS provides a committed 1:1 information rate ideal for time-sensitive applications, including voice, video conferencing and CRM database queries.

What is nbn™ TC-4 and TC-2?

nbn™ Traffic Class 4 (TC-4) is the standard delivery method for general internet and data services across the nbnTM broadband access network. TC-4 enables traffic across multiple access technologies, including fibre to the node (FTTN), fibre to the basement (FTTB), fibre to the curb (FTTC) and fibre to the premises (FTTP), and provides asymmetrical bandwidth profile with 'best effort' contention for non-critical applications, such as web browsing, email and streaming.

nbn™ Traffic Class 2 (TC-2) provides a higher performance delivery method for data and network services that requires consistent, predictable upload and download speeds. TC-1 enables a symmetrical bandwidth profile and provides a committed information rate with 1:1 contention and high-level guarantees around frame latency, jitter and loss characteristics. This is ideal for voice, video conferencing, e-commerce and business critical data services.

What is the difference between 'best effort', 'priority' and 'committed' bandwidth?

In short, the difference is that best effort bandwidth operates on a first come first serve basis, priority bandwidth allows certain traffic to be processed first while committed bandwidth ensures you always have 1:1 bandwidth available for your data.

Larger businesses with more specific network requirements use priority and committed to ensure bandwidth is always available with high reliability to support critical services, including phone systems, videoconferencing, cloud applications and more. Whereas smaller businesses with fewer connection requirements typically use best effort bandwidth for non-critical applications, including web browsing, email, streaming content and more.

Which bandwidth profile should I choose for my internet connection?

Your choice of bandwidth profile should match your business requirements.

If you are a smaller business with fewer staff using the internet for more general applications, including web browsing, emails, streaming and other non-critical services, then an asymmetrical connection with best effort contention is perfect for delivering high-speed, cost-effective bandwidth.

If you are a larger enterprise with more staff that have a heavy reliance on the internet and higher priority applications, including voice, video conferencing and cloud services, then a symmetrical connection with high priority or committed 1:1 contention is ideal to deliver high performance bandwidth, 24/7.

Can I apply custom configurations to my hardware?

Yes, but only if you opt in to rent our managed Cisco 1100 series supplied router, which our technical support team can assist with applying custom configurations to suit your business requirements. If you bring your own router to this service, unfortunately our team can only assist with basic WAN configurations.

Can I use my existing business-grade router?

Yes, there is the option to bring your own router to this service, however it must have a gigabit WAN port interface configurable for DHCP and, if your technology type is copper, it requires VDSL/VDSL2+ compatibility. Please refer to your router documentation guides for compatibility.

Do I need 4G LTE failover on my nbn™ service?

Failover is becoming essential for business-grade connections to keep services online and minimise any downtime in the event of an unscheduled outage. Enabling 4G LTE failover enables a redundant secondary path that automatically switches over in the event of your primary nbn™ link going down so your business stays connected.

Combining 4G LTE Failover with a higher SAG and eSLA provides for a robust contingency plan for businesses that cannot afford downtime and require highly reliable and resilient connectivity.

What hardware requirements are there for nbn™ services?

Our nbnTM services for enterprise require a router with a gigabit WAN port interface configured for DHCP to access higher bandwidth services up to 1000/1000Mbps. For nbnTM copper connection types, a VDSL/VDSL2+ compatible modem is required.

If you opt in to rent our managed Cisco 1100 series router, then we will supply the correct model with port configurations to match your technology type and network requirements. Alternatively, if you have existing infrastructure in place and wish to bring your own router to the service, please refer to the setup documentation of your router and our team will assist with the configuration required for your service.

Can I get your business or corporate mobile plans if I’m not a current customer?

This service is available to existing customers who have a Broadband access or MPLS service via one of the following technologies; ADSL, SHDSL, Mid Band Ethernet, NBN Fibre, NBN Wireless, Wireless Broadband or OptiComm Fibre. We do not offer this service as a standalone product.

Can I use my staff's current mobile phones with your plans?

If you plan to use your existing mobile handset with this service, you may need to get your phone unlocked by your current network provider. Contact us and we can help you work this out and sort out a solution.

How do your shared mobile call plans for business and enterprise work?

Each user receives their own included data limit to use for checking email, browsing the web etc.

For calls and text messages, each mobile uses a shared call pool which gives your business maximum flexibility in terms of having small and large users on the network and the benefit of reduced call rates based on your total spend, rather than your spend per handset. You can have any number of phones accessing a shared call plan.

What are the key features of your business and corporate mobile plans?

Aussie Broadband's Mobile service is a post-paid 'SIM Only' mobile phone service. You will need to already own an unlocked mobile phone handset to use this service. Click here to view our mobile call rates.

Mobiles for Business is sold in two components; one access service per user and a share call plan for your business. For each access service the included data varies based on the plan chosen, and for each shared call plan the call rates vary.

Our mobile product covers 98% of the Australian population with great company mobile fleet benefits. We can tailor make a corporate fleet mobile plan for your company that will be cost effective and easy to manage.

Can I keep my existing phone numbers if I change to a Hosted PBX/PABX?

Yes you can. We can port your existing phone numbers from your current provider and use them with your Hosted PABX solution.

Can I purchase my own handsets for your PBX/PABX systems?

No. It's recommended that you purchase handsets from us as each handset provided is configured to work with our system. Unfortunately we cannot provide support for equipment other than what is provided by us.

Can I use the Hosted PBX/PABX system if my business has multiple offices?

Yes you can but you will need our advanced system. Details on the advanced system can be found here.

Can I use the phones on a PBX/PABX system if the power goes off?

If the power goes off, and the equipment provided by us isn't connected to a UPS (Uninterrupted Power Supply) your phones will stop working. We recommend purchasing a UPS to ensure your phones continue to function in the event of a power outage.

How is my business connected to the AussieBB Hosted PBX/PABX system?

We connect you to our Hosted PABX platform with one of our dedicated voice services. This is a digital service provided over copper, wireless or fibre optic that allows us to deliver multiple lines to your business and also connects you to the Hosted PABX infrastructure located in our secure data centre.

How to send a Fax from Email

These steps will guide you through sending a Fax from Email.

Note: You must have our fax2email service for this to work.

  1. Open a new email message in any email program, e.g Mail, Outlook, Hotmail, Gmail, etc.
  2. In the TO field enter the fax number followed by fax.aussiebb.com.au. For example – [email protected] To fax internationally: [email protected]
  3. Enter a subject line for your own reference.
  4. Attach the fax document that you wish to send. Only Attachments are sent. Accepted file types include: DOC, DOCX, PDF, TIF, TIFF, TXT, XLS, XLXS, HTM, HTML, RTF, PPT, PPTX, SFF, GIF, JPG, PNG, BMP, PS
  5. Click SEND

    That's it! If you have any issues, our team can assist on 1300 880 905.

Is the Hosted PBX/PABX system reliable?

Yes it is! Hosted PABX provides the same reliability experienced with a traditional phone systems.

Is the voice quality good on a hosted PBX/PABX system?

Yes the voice quality is great. The Aussie Broadband Hosted PABX systems provides high definition audio which is better in quality compared to traditional phone lines and PABX systems.

What are they key features of your hosted PBX/PABX solution?

Here are some of the key features of our PBX/PABX solution:

  • Free calls between offices
  • Voicemail that also sends you an email with the message attached
  • Ability to direct dial and transfer calls between different offices
  • Every extension can have it's own direct dial incoming number
  • "Follow Me" allows you to have your desk phone and mobile ring simultaneously
  • NBN ready and compatible

The system also has: Company Voice Mail, Night Switch, Paging, Redial, Custom Music On Hold, Do Not Disturb, Extension to Extension Calls.

What do I need to make use of the Aussie Broadband Hosted PBX/PABX?

We will supply everything you need to get up and running. We will supply the handsets, the PoE (Power over Ethernet) switch and the voice router.

What is a hosted PBX/PABX and how does it work?

Hosted PABX works just like a normal phone system except you don't have a physical phone system bolted to your wall at your office. The actual phone system itself resides in a secure Aussie Broadband data centre; so essentially you're renting space on our phone systems. This makes the Hosted PABX a cost effective solution.

Why should I choose an Aussie Broadband hosted PBX/PABX solution?

Here is just a few reasons to choose our PBX/PABX solution:

  • Keep your current phone numbers
  • No up front fees (installation is capped at $499)
  • Professional onsite installation

Border Gateway Protocol Routing

Border Gateway Protocol (BGP) is like the street directory for data over the internet. When a packet of data is submitted from one destination, BGP is responsible for processing that data packet and routing it via the most optimal path across autonomous systems to its destination.

We offer Default Gateway as a single announcement of the network 0.0.0.0/0 (IPv4) and ::/0 (IPv6) to your Aussie Broadband Internet service as well as domestic and full route tables. Please consider before submitting to Aussie Broadband that your APNIC account has an up-to-date route origin record.

Please send us your Border Gateway Protocol Routing requests on a signed formal letterhead to the email address [email protected] with the following information:

  1. Company Name
  2. Your Aussie Broadband account & service number
  3. Autonomous System (AS) number
  4. A list of the networks you wish to announce to Aussie Broadband in CIDR format (ie. x.x.x.x/x)
  5. Default Gateway, domestic or full route table

Note: Aussie Broadband direct AS number is 4764.

If I purchase additional IP addresses how will they be configured?

Additional IP addresses are routed to our clients via a framed route. IP address can be purchased as individual IPs (/32) or as part of a block (/28-/31).

How to add/remove an authorised contact in CARBON

  1. Click 'User Management'
  2. (Click on image for full-size)

  3. Click 'Add Authorised Contact'
  4. (Click on image for full-size)

  5. Fill in all of the fields
  6. (Click on image for full-size)

  7. Once completed, press 'Add User' and that's it!

How to enable 2-Factor Authentication

You will be prompted to setup your 2-Factor Authentication when you first login.

Or

You can setup your 2-Factor Authentication by going into settings

  1. Go to 'User Details'
  2. Click on settings
  3. Click 'Setup Multi Factor Authentication'
  4. Download the Authenticator app of your choice - we recommend either Microsoft Authenticator or Google Authenticator
  5. Follow the setup steps

How to reset 2-Factor Authentication

You can reset your 2-Factor Authentication by resetting your password

To reset your password:

  1. Find the user and click 'Edit'
  2. (Click on image for full-size)

  3. Click 'Send Password Reset Link'
  4. (Click on image for full-size)

  5. Follow the steps in the email

Once your password has been reset, you will be able to setup multi Factor Authentication

  1. Go to 'User Details'
  2. Click on settings
  3. Click 'Setup Multi Factor Authentication'
  4. Follow the setup steps

How to send a password reset link to a user

  1. Find the user and click 'Edit'
  2. (Click on image for full-size)

  3. Click 'Send Password Reset Link'
  4. (Click on image for full-size)

  5. Follow the steps in the email

What do I do if I don't have access to my 2-Factor Authentication token?

If you have lost your phone or got a new phone, then you'll need to reset your 2-Factor Authentication.


To reset your 2-Factor Authentication, you'll need to reset your password. Reset your password: https://www.aussiebroadband.com.au/help-centre/business/6-carbon/how-to-send-a-password-reset-link-to-a-user/

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