Help Centre

100% Australian Based Support Team

Yes! We are solely based in Australia. This includes our Customer Service call centre. We believe in being a 100% Australian company supporting Australians.

The short answer is yes. Depending on where you live the nbn™ will replace most existing landline, phone and internet networks. It’s important to make the switch early to avoid your current service being disconnected.

The nbn™ offers speeds up to 100Mbps when downloading – that’s up to 12x faster than an ADSL connection. This means everyone in the house can stream movies, download music, watch live sport and much more, all faster than you could before.

NBN™ service is delivered in a variety of ways. Aussie Broadband supports six types of connections

FTTC (New!) – Fibre to the Curb is the latest technology available bringing fibre optic cable all the way to the edge of the premises. The connection then travels through the existing copper lead in to the home. A nbn™ connection device, called NCD for short, is then set up inside the premises and connected to the primary telephone wall socket.

FTTN – Fibre to the Node runs fibre optic cable to the nearest node. The signal then travels down the existing copper lines to the primary telephone wall socket. This type of connection requires a VDSL 2 compatible router.

FTTB – 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.

HFC – Hybrid Fibre Coaxial is used where there is an existing cable network. As with the FTTN and FTTB, fibre optic cable runs to a nearby node, then the connection uses current coaxial cable to a nbn™ device installed inside the customer’s premises.

FTTP – Fibre to the Premises has fibre optic cable connected directly to the customer’s premises. A nbn™ device is installed inside the customer’s premises.

Fixed Wireless – Fixed Wireless connection is used in circumstances where there is a greater distance between customers. A nbn™ outdoor antenna is installed and fitted to the roof by an approved nbn™ installer. The antenna connects to a nbn™ device installed inside of the premises. Data is then transmitted over radio signals on the broadband access network.

*Check out the individual connection types in the FAQ for more detailed information on setting up the connection.

You sure will. nbn™ Co will connect directly to the apartment or multi-dwelling property, technology type will vary.

As a property owner, you will need to make the decision to have your premises connected to the nbn™ as it's initially rolled out or later on down the track.

There are plenty of reasons to get hooked up during the initial roll-out in your area.

• Installation is currently free during the initial roll out. It's not yet known if you'll have to pay for connection at a later date, but to avoid the uncertainty it's best to get it done early on.
• The copper-wire network that's in use now won't be around forever. When it's removed, having a fibre-optic cable connected will allow you to continue using Internet and phone services without any interruptions.

It will be up to the property owner to decide if your residence will be installed with a nbn™ service. We recommend you speak to your property manager or land lord to discuss the connection.

What is a new development fee and does it apply to me?

From 1 April 2016, NBNCo may charge a $300 new development fee for the cost of deploying network infrastructure to new premises or dwellings. This fee may be applied to each premises requiring a nbn™ connection. This includes, but is not limited to, new dwellings, lots under reconstruction, lots without any existing infrastructure, and buildings requiring a new mailing address. We will inform you upon signup if this fee may apply. We will inform you upon signup if this fee may apply.

Once the NDF has been charged at an address, it will not be charged again for subsequent connections, provided the number of dwellings at that address has not increased.

This was paid to a previous ISP, does it need to be paid twice?

No, but nbn will require proof that the fee has been paid. Once nbn decide that a premises needs to pay the fee, we must provide them with the $300 or a receipt showing payment was made to a previous provider. If no receipt exists, then you may be obligated to pay the fee to nbn again.

Aussie Broadband has gained a reputation for listening to our customers, offering great products and providing superior customer service and technical support.

We pride ourselves on designing solutions to fit your needs - not changing your needs to fit a pre-determined solution!

Here are a few of the main reasons our customers choose us:

• Australian Based Support: All of our staff are locally based. Our team are patient, always go above and beyond and will keep you updated every step of the way.
• Our Own Infrastructure: Unlike a lot of 'telcos' we are building our own national infrastructure, ensuring you get the best offering and not a capped or sub-par part of a bigger network.
• Customised Solutions: No residential, business, corporate or government organisations needs are the same which is why the solutions we put together are always custom and are prepared by an expert consultant with direct access to our tech team (who you can speak to as well, if needed!).
• Competitive Pricing: We know the pressures of today and the "price factor" that can influence a decision. Luckily, we're growing fast and with size comes the ability to offer some of the most competitive rates in Australia across our whole range of services.
• Fast Setup & Transfers: We realise how important every telecommunication service you have is and the frustration caused when things go wrong. We ensure moving to Aussie Broadband is as fast and easy as possible, and will troubleshoot any issues at no extra cost.
• Years Of Experience: We have been in the Australian market for over 10 years and are known to have one of the most experienced tech teams. Our quality products are proven and are used (and loved) by lots of businesses country-wide.

What is OptiComm?

OptiComm is one of Australia’s largest alternatives to the national broadband network (nbn). Similar to nbn, OptiComm build, operate, and maintain their own fibre telecommunications ‘fixed line’ network.

OptiComm are wholesale operators, which means they sell their OptiComm plans to OptiComm providers, like Aussie Broadband, who then offer those OptiComm plans to customers.

Are OptiComm and nbn the same thing?

They both may sell wholesale internet plans, but nbn and OptiComm are two different operators/businesses who have their own separate networks and infrastructure.

You generally won’t have both nbn and OptiComm at your property. In some instances, you might have the option to connect to either, but you will have to pick one.

If you are on the nbn network, you don’t need to worry about OptiComm.

And if you are on the OptiComm network, you don’t need to worry about nbn.

Technology Types

One of the biggest differences is with the technology types used. Opticomm mostly uses fibre (FTTP) when connecting houses to their network. They do offer HFC and FTTN in some scenarios, but they only account for a small proportion of connections. In most cases, if you are connected with OptiComm, you will have FTTP. Currently, we only sell FTTP OptiComm plans.

Where some technology types, that utilise copper, can’t reach over 100 Mbps, fibre is only limited by the plans offered at the moment. Your fibre OptiComm service will be able to give you the best service and speeds possible.

On the other hand, a much larger portion of nbn uses copper cabling (FTTC, FTTN/B) and coaxial cables (HFC). Whilst copper can’t deliver the same speeds as fibre, coaxial, in some small cases, can reach the same speeds at FTTP, but for the most part, HFC is limited to either 100 or 250 Mbps.

Who can get OptiComm?

Whilst being on the OptiComm network means you will likely have that sweet, sweet FTTP, the downside to OptiComm is that its footprint is much smaller than nbn’s.

Typically, you’ll find OptiComm in new or recently developed housing estates/communities, while nbn is available to most Australian premises. So far, OptiComm has passed over 120,000 premises across Australia.

What is the OptiComm Network Status in My Area?

Check your address to see if OptiComm is available at your premise by clicking here.

The nbn ™ is Australia’s first national, open access communications network being built to bring high speed broadband and telephone services to all of Australia.

NBN Co, the organisation created by the Federal Government, will roll out the service to all Australians by 2020. They will utilise three technologies; fibre, fixed wireless, and satellite, changing the way that we all connect.

This new type of service will offer speeds of up to 100Mbps when downloading – that’s four times faster than an ADSL2 connection and a massive 12 times faster than an ADSL connection. This will allow you to stream movies and television, surf the web, and communicate with family and friends in a way that you never have before.

As a customer, you won’t access your Internet services through NBN Co, you will need to choose a Retail Service Provider, like us, to get you connected.

Aussie Broadband Limited is a public company, listed on the ASX (16 October 2020), telecommunication carrier. Our headquarters are in Morwell, Victoria and our call centres are based in Morwell and Lynbrook, Victoria.

Aussie Broadband Limited is the parent company of Wideband Networks Pty Ltd and Westvic Broadband Pty Ltd. These entities have been trading since 2003 and were merged in 2007. Both companies have been an approved service provider under the Australian Government's Regional infrastructure programs known as HIBIS, Broadband Connect and currently the Australian Broadband Guarantee.

Both – we are a carrier in our own right and operate a national MPLS network with our own infrastructure in selected areas and links to internet exchange points in Singapore and the USA. We also provide services Australia wide through our wholesale partners.

Aussie Broadband has dedicated links through a wholesale backhaul provider to all 121 nbn™ POI, meaning we can control the bandwidth and capacity, turning it up or down with a few minutes' notice to meet supply and demand. We also recently started constructing our own dark fibre network to POI connections to give us even greater control.

With our dedicated team of network engineers monitoring the back haul around the clock, making changes to make sure that everything is running smoothly, we have included an image of our network below. Click the image to see a larger version.

So the day is near and the nbn™ will be live in your area soon. Here's what you need to know about nbn™ service classes.

A POI is the Point of Interconnect

The Point of Interconnect is a crucial link of the nbn™ network, because it connects you to us and onto the internet. The nbn™ network has 121 Points of Interconnect (POI's). These are located in select telephone exchange buildings.  However, not every exchange will have a one. These Points of Interconnect are located Australia wide with the following breakdown.

New South Wales: 41

Victoria: 30

Queensland: 22

Western Australia: 14

South Australia: 9

Tasmania: 2

ACT: 2

Northern Territory: 1

Where is my Point of Interconnect?

To find out which POI establishes your connection, follow this link.

How does my internet connection work?

Your device sends a request for data to your router. Your router then will connect to either a nbn™ device or node. From there, it will travel across the nbn™ network to the POI. Once it reaches the Point of Interconnect, it will establish a connection to our Aussie Broadband network which will then connect you to the internet. It sounds like a lot, but with today's technology, data can travel the distance in milliseconds. These milliseconds can be found on your speed tests under Ping. Check out our speed test site.

Fixed Wireless technology helps to connect customers in remote areas to the nbn™. Fixed Wireless installation requires an appointment where nbn™ outdoor antenna is installed and fitted to the roof by an approved nbn™ installer. The antenna connects to a nbn™ device installed inside of the premises. Data is then transmitted over radio signals on the broadband access network. The nbn™ device has two Uni-D ports that are then used to connect your router with an ethernet cable. Fixed Wireless speeds vary on several different factors.

For more information about what to expect on your appointment day, click here.

Note: Fixed Wireless connections require an NTD (Network Termination Device) installed at the premises. If you do not have an NTD, please contact your agent, landlord, or our team on 1300 880 905.

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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 most times.

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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.

Click to view full image.

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.

FTTC or Fibre to the Curb is the latest technology available bringing fibre optic cable all the way to the edge of the premises. The connection then travels through the existing copper lead in to the home. You will receive a nbn™ connection device that you will install by connecting to your main telephone port as shown below. You will still need a router to receive WiFi.

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NBN™ ready routers connect to the device though the yellow gateway port seen above to establish an internet connection and broadcast WiFi throughout the home.

This type of connection does not require a nbn™ appointment and is relatively easy to install. The connection should automatically establish without any further activation. It is normal for synchronisation to take up to 30 minutes.

There will be a troubleshooting section available soon.

Note: FTTC connections require an NCD (Network Connection Device) installed. If you do not have one, please contact your agent, landlord, or our team on 1300 880 905.

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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.

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Typically, NBNCo do not need access to the premises on activation day. If your appointment is from 7am-2pm, then you are not required to be at home. The activation will occur during those hours. A SMS will be sent to you when your service is ready. 

Note: This type of connection requires a VDSL 2 compatible router.

The maximum speed potential for this type of connection is 100 download and 40 upload. There are many factors as to why a connection may be achieving lower speeds. For troubleshooting slow speeds on FTTN, go here. For assistance on setting up a router for FTTN, follow this link.

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FTTP stands for Fibre to the Premises. This connection type, as the name would suggest, only uses fibre cabling to connect your premise to the nbn network. FTTP has a nbn™ device installed at the premises, which requires an nbn™ installation appointment.

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You can have input for the location of the device. The device has Uni-D ports for your service where you connect your ethernet cable for your router. Aussie Broadband supports a variety of speeds on FTTP including speeds up to 250 mbps and 1 gbps available in most areas.

Note: FTTP connections require an NTD (Network Termination Device) installed at the premises. If you do not have an NTD, please contact your agent, landlord, or our team on 1300 880 905.

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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.

HFC stands for Hybrid Fibre Coaxial. HFC requires an NBNCo appointment where a technician installs a nbn™ device inside the home. As with the FTTN and FTTB, fibre optic cable runs to a nearby node, then the connection uses current coaxial cable to the installed nbn™ device.

Please Note: HFC connections require an NTD (Network Termination Device) installed. If you do not have an NTD please contact your agent, landlord, or our team on 1300 880 905.

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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.

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We do not have any standard connection fees for our nbn™ services.

Possible set up charges are if you require a new nbn™ compatible broadband router, in a new housing development or opt to have a new line connected.

You can view our router options on our hardware page. If you opt to bring your own modem you will need to ensure it is  nbn™ compatible (please note for FTTN and FTTB nbn™ customers – if you wish to bring your own router, you will need to ensure it is VDSL capable).

Development Fees

From 1 April 2016, NBNCo may charge a $300 new development fee for the cost of deploying network infrastructure to new premises or dwellings. This fee may be applied to each premises requiring a nbn™ connection. This includes, but is not limited to, new dwellings, lots under reconstruction, lots without any existing infrastructure, and buildings requiring a new mailing address.

We will inform you at signup if this fee may apply.

Once the NDF has been charged at an address, it will not be charged again for subsequent connections, provided the number of dwellings at that address has not increased.

If you opt to connect a subsequent service (for FTTN and FTTB customers) there is a $297 installation fee unless you can provide the ULL or phone number of the line.

Any additional charges will be advised before confirming your order.

For an extra $10 per month, you can enable an IP Phone service as part of your nbn™ connection.

You can transfer your existing number as part of the service activation, and all local and national calls are included for no additional fee. Calls to mobiles are just 22 cents per minute with flagfall and international calls start from just 5 cents per minute.

If you are not sure whether you can get one of our high-speed plans, our system will only display eligible speed options when entering your address on any of our plan selector tools and on online signup. If you are already an Aussie broadband customer and want to specifically know your technology type this this will be displayed in the name of your service on the MyAussie portal. Alternatively, anyone can check their technology type through our POI checker tool. Note: Home Ultrafast is available for FTTP and limited HFC connections.

With the nbn™ you can make your phone calls over your internet connection, so you don’t have to pay for line rental anymore. It works just like your normal landline, and we can even transfer your current phone number.

Fixed wireless plus is a new nbn™ speed tier designed exclusively to provide best-effort internet service for fixed wireless customers. Maximum speed potential of this plan is 75Mbps down/ 10Mbps up.

Note: Speeds can be affected by a range of factors including the line of sight to the tower, nbn™ cell congestion, and/or nbn™ backhaul congestion.

Does Fixed Wireless have a speed guarantee?

nbn™ specifications say that the service will reach at least 25Mbps downstream at least once at any time during a 24-hour period. There are no guarantees for evening speed peaks with this service.

Can you tell me what speeds I’ll receive prior to sign up?

We can advise on sign-up if your local tower/cell is experiencing congestion, and we will be in touch with you via email once your service is active with information on any specific dates that nbn™ has set for an upgrade and how to test your connection.

What if I am not satisfied with my fixed wireless connection immediately after sign up?

We strive to do our best to advocate on behalf of our customers to nbn™ and to sort out any in-home issues with your connection. Customers who wish to cancel their service within 7 days will receive a full refund.

Is there a service up-time guarantee on Fixed Wireless Plus?

No. Maintenance on the fixed wireless service may occur during daylight hours for the safety of nbn™ technicians climbing towers. We recommend that customers requiring 24/7 internet or VoIP phone services consider a backup internet solution to minimise downtime.

What’s the best way to check the speed of my internet connection?

We recommend checking the speed of your internet connection on our speed test site: http://speed.aussiebroadband.com.au/ Speed tests performed on our site will save to your account so that our tech support team can see exactly what you’re seeing during that speed test. This makes troubleshooting and, if required, raising a fault to nbn™ much easier. We advise running the speed test on a direct connection to your nbn™ connection device on an ethernet cable in order to rule out Wi-Fi interference. If you require assistance, please contact our team, they will be happy to help.

What happens if my tower or cell is congested?

Cell congestion on the nbn™ tower affects everyone connected to that cell in the area, regardless of which internet service provider is supplying the service. We will endeavour to provide you with all available information on capacity upgrades and maintenance times as we receive them from nbn™.  Note that nbn™ is conducting a major upgrade of fixed wireless services across Australia.

I’m concerned about my internet speeds, but my tower isn’t flagged as congested. What can I do? We recommend contacting our team for troubleshooting to rule out other possible speed problems – for example, Wi-Fi interference from other electrical sources, or a faulty modem/router.

If all other potential problems are ruled out, and tower congestion is suspected, then we will do our best to advocate for capacity upgrades on your behalf.

Where can I go to find out more on fixed wireless speed concerns?

You can read more information and what to do about fixed wireless speeds directly from the ACCC by following this link: https://www.accc.gov.au/consumers/internet-landline-services/broadband-speeds/using-nbn-fixed-wireless

What’s new?

Aussie Broadband has several speed tiers to suit your needs with data plans for 100GB, 500GB, and Unlimited.

How does the data slider on the plans work?

It’s pretty easy. When signing up, customers see all of our options to choose from to pick the best suited plan for their household. If you find data to run out before the end of the month, switching up to the next data tier is simple using our slider tool. You can even set the plan to revert back at the end of the month.

*Please note nbn100 and nbn250 tiers are not available to all services.

What happens if I need to change my plan?

You can schedule a plan change through MyAussie or by calling our Accounts team on 1300 880 905. The change will take effect from the start of your next billing period.

What happens if I run out of data?

Have a big month binging on Netflix and accidentally use all of your data? Don’t stress – we don’t charge excess data fees on any of our plans. Instead, we’ll slow down (shape) your connection to 1mbps/1mbps for the rest of the billing period.

Don’t want to be shaped? At any time you can request a mid-period plan change to. Increase your data allowance, which will take effect immediately. You just need to pay the difference between your current plan and the new plan. This can be done as a once-off (ie the new plan will only be active for the rest of the billing period, then you’ll automatically move back to your old plan) or permanently (ie the new plan will be active until you submit another plan change). Plan changes can be done easily through MyAussie or by calling our Accounts team on 1300 880 905.

What is the nbn250 tier?

This is a speed tier we introduced mid-2017 and is designed for customers who want the fastest connection they can possibly get on the nbn. It will be available to Fibre-to-the-Premise (FTTP) services on Points of Interconnect (POIs) where Aussie Broadband has over 1000mbps of CVC provisioned.

Are uploads counted under the new plans?

Yes, both downloads and uploads are counted by default except on our unlimited plans.

Are there separate on and off-peak data allowances?

No, there are not separate allowances for on and off-peak times by default. If you do a large amount of downloading between 1am and 7am you could consider our “Night Owl” bolt-on, which means your data won’t be metered during these hours. You can add bolt-ons anytime through MyAussie.

YouTube

The amount of data YouTube uses really depends on the quality you watch your videos in. This table should help you get a better understanding of your data usage.

Netflix & Stan

If you’re not careful, a TV show binge will chew through your data, especially if you are watching it in that sweet, sweet 4K quality.

Fetch

Fetch, similar to its streaming counterparts, uses around 1GB of data per hour for standard definition and 3GB an hour for High Definition.

• If you watch 1 or 2 movies a week on the starter pack, you’ll use roughly 20GB per month.
• If you watch 1 or 2 movies a week and stream TV for 2 hours a day on the entertainment pack, then you’ll use 60GB per month.
• If you watch 4 hours of streamed TV a day on the entertainment pack or the world channels, you’ll use, at a minimum, 120GB per month.

Gaming – PS4, XBOX, Switch and PC.

Online gaming surprisingly doesn’t use much data, varying from 10 MB to 50 MB an hour. However, the catch with gaming is that most games require a massive download before you can. Games can require anywhere from a measly 5GB download to a whopping 190GB download, thanks Modern Warfare, I would like to download another 20GB update instead of playing with my friends…

Video Chat – Zoom

Given the rise of Zoom, and similar video chat platforms, in the Covid and post-Covid era, having a meeting or catching up with a friend virtually is the new norm now. Whilst setting your picture quality to low on some platforms won’t use up too much data, setting your quality to high can use a fair amount of data.

1:1 Call on Zoom

Group Call on Zoom

Audio Streaming – Spotify, Apple Music

Who doesn’t love a good boogie or podcast!? The amount of data you use per hour depends on the quality of your audio and the platform you use. For instance, Apple only streams at one particular quality, whereas, Spotify has different options for streaming quality.

Social Media – Facebook, Instagram and Twitter

If you’re just scrolling through your social media and having a gander at the content on offer, expect to use roughly 1.5MB per minute. When you start interacting with the content, for instance watching videos, clicking on a bunch of photos, commenting on posts and messaging friends, your internet usage will increase to 2.5-3MB per minute. You’ll likely use roughly 3GB per month on social media.

Web browsing

The average page requires between 1MB to 2.5MB to load. After being combining with the average person’s web browsing trends, you will roughly use 7GB of data each month.

A common question we get is how much upload do I really need? And what’s the difference between upload and download speeds?

The difference between upload and download speeds.

Download speed – How quickly you can receive data when using the internet.

Upload speed – How quickly you can send data over the internet.

Yep, it’s that simple.

Well the answer is it depends what you need it for. Similar to download speeds, those who use it more may require higher speeds.

For instance, people who create content or use a cloud service regularly to upload and send large files are more likely to need higher upload speeds.

If you’re playing video games or working from home, then you won’t require higher upload speeds as those activities generally don’t need high upload speeds.

For gaming and/or zoom calls, a stable connection is much more valuable than high upload speeds.

Note: If you have a business, you will likely need a more balanced plan that has more upload then residential plans offer. Businesses are often using cloud storage services, video conferencing and uploading/sharing large media files. All of these tasks require higher uploads.

Gaming – Typically requires around 1 Mbps of upload.

Zoom/video chats – At a minimum you will need just under 1 Mbps. The maximum you will likely need is 3 Mbps for 1080p resolution.

Content creator/Streaming (Twitch/YouTube/Facebook) – Streaming in 720p will require around 4 Mbps of upload speed. 1080p will need roughly 6-7 Mbps. 4K streaming will require some serious upload speed, ranging from 15 Mbps to 60 Mbps, depending on frames per second.

Uploading files – The fast the better. The faster the upload, the faster it will upload.

Note: One thing to keep in mind is the amount of people who are uploading at the same time. If you potentially have 4 people who might all be on Zoom at the same time for work, then having 40 up might suit that household more than 20 up.

The nbn™ will continue to upgrade its network and provide the ability for more and more people to access these plans. We recommend checking out nbn’s website for an indication of future upgrades to your address.

Most nbn™ speed tiers are labeled based on a theoretical maximum download speed that is ordered by Aussie Broadband on a wholesale level from the nbn. As the connection continues to your premises, the service will be affected by other factors, which will determine the performance of your service. Below is a table overview of the popular speed tiers for FTTN, FTTC, HFC, and FTTP*. Fixed Wireless has a separate Fixed Wireless Plus plan available for all Fixed Wireless customers. Check out our Fixed Wireless Plus plan here

Aussie Broadband offers the largest range of nbn™ speeds in Australia. Check out our full range of plans to see what suits your needs:

• nbn™12 - This is great for light users - This tier will support a VoIP phone and light email usage. We recommend this speed for households of 1 or 2 people. This speed has a theoretical maximum upload of 1 megabits per second.
• nbn™25 - This is great for the everyday user - browse the web, send emails, and occasionally stream music or video. We recommend this speed for households of 1 or 2 people or a small family of light users. This tier offers a theoretical maximum upload of 5 megabits per second.
• nbn™50 - This is the perfect plan for families - stream Netflix in HD, game online and stay connected on all of your devices. This tier offers a theoretical maximum upload speed of 20 megabits per second.
• nbn™ Homefast - This service is for power users requiring higher download speeds (eg. 4K video streaming) and getting the most out of every device in the house. This tier is divided in two with one offering a theoretical speed of 20 megabits per second upload and the other offers a theoretical maximum upload speed of 40 megabits per second. This service is not available on Fixed Wireless connections.
• nbn™ Home Superfast - This super-fast connection is a top speed for users who have a serious need for speed. This service is only available on FTTP connections in select areas.
• nbn™ Home Ultrafast - This ultra-fast connection is a top speed for users who have a serious need for speed. This tier can offer a theoretical maximum download speed of anywhere between 250 megabits per second up to 1000 megabits per second, this will depend on the Aussie Broadband CVC capacity for your area and your individual connection. You can also achieve a theoretical maximum upload speed of 50 megabits per second. This service is available on FTTP and limited HFC connections.
• Fixed Wireless Plus - This tier is available for fixed wireless customers only. It's a best effort speed tier with no peak evening speed guarantees. We will endeavour to provide you with potential nbn tower congestion issues during the signup process.

For other factors which will affect your speeds check out our nbn speed FAQ.

Residential: No excess usage charges - speed is slowed when your allocation is used (1mbps on nbn™ and 256kbps on ADSL/Wireless), 5 Email addresses, email spam protection, and local Australian-based phone support.

Business: Aussie Broadband Business Customers are assigned a dedicated account manager and have direct access to our business support team bypassing the usual call centres and waiting. All of our support staff are based in Victoria.

There will be no excess usage charges should you exceed your monthly data allowance – speed is slowed down to 1mbps when you allocation is used.

When you select a Small Business service you will receive Premium Business support and AnnexM will be applied to your service if it is available at the local exchange.

All residential nbn™ broadband is available on a month-to-month agreement only.

Speeds on the nbn™ Home Ultrafast tier have the potential to peak out at almost 1000Mbps, but the plan is a best efforts service due to things like network overheads and the type of router/modem you’re using. Due to this, and the data we currently have on it as a new service, we can indicate a typical evening speeds of 215Mbps (in line with our nbn™250/25 speed tier).

The technology type at your address will depend on whether you can get one of these plans. If you're lucky enough to have a home with an FTTP connection, you have the capacity to get our whole range of high-speed nbn™ plans. At this point, around 70% of homes with an HFC connection type will be able to connect to the 250Mbps speed tier; 7% of these users will have access to nbn™ Home Ultrafast, too! Users on an FTTN/B/C connection will be capable of achieving speeds up to 100Mbps.

Yes, the hardware you use as part of your connection will play a big part in what speeds you can achieve. Your best bet is to use an ethernet cable. However, if that is not possible then, early tests of the highest speed plans have found the Google Nest Wifi provides the best quality connection. You can purchase one through us, simply call our sales team to organise it.

We believe in having the freedom to change plans as your circumstances change. You will be free to change between plans through your My Aussie account or by contacting our Australian support team. We don’t charge to change plans, you only need to pay the difference between the plans when upgrading.

All OptiComm plans now include a $99 connection fee. This applies to all service types including new customers churning to Aussie Broadband.

Is this fee covered by the new housing development cost?

No, this $99 charge will be applied in addition to any new housing development fees.

Being already on the OptiComm network means the connection process will likely take as little as 15 minutes to roll over. However, we generally allow for 48 hours just to give ourselves time to work through any unforeseen issues that may arise.

YouTube

The amount of data YouTube uses really depends on the quality you watch your videos in. This table should help you get a better understanding of your data usage.

Netflix & Stan

If you’re not careful, a TV show binge will chew through your data, especially if you are watching it in that sweet, sweet 4K quality.

Fetch

Fetch, similar to its streaming counterparts, uses around 1GB of data per hour for standard definition and 3GB an hour for High Definition.

• If you watch 1 or 2 movies a week on the starter pack, you’ll use roughly 20GB per month.
• If you watch 1 or 2 movies a week and stream TV for 2 hours a day on the entertainment pack, then you’ll use 60GB per month.
• If you watch 4 hours of streamed TV a day on the entertainment pack or the world channels, you’ll use, at a minimum, 120GB per month.

Gaming – PS4, XBOX, Switch and PC.

Online gaming surprisingly doesn’t use much data, varying from 10 MB to 50 MB an hour. However, the catch with gaming is that most games require a massive download before you can. Games can require anywhere from a measly 5GB download to a whopping 190GB download, thanks Modern Warfare, I would like to download another 20GB update instead of playing with my friends…

Video Chat – Zoom

Given the rise of Zoom, and similar video chat platforms, in the Covid and post-Covid era, having a meeting or catching up with a friend virtually is the new norm now. Whilst setting your picture quality to low on some platforms won’t use up too much data, setting your quality to high can use a fair amount of data.

1:1 Call on Zoom

Group Call on Zoom

Audio Streaming – Spotify, Apple Music

Who doesn’t love a good boogie or podcast!? The amount of data you use per hour depends on the quality of your audio and the platform you use. For instance, Apple only streams at one particular quality, whereas, Spotify has different options for streaming quality.

Social Media – Facebook, Instagram and Twitter

If you’re just scrolling through your social media and having a gander at the content on offer, expect to use roughly 1.5MB per minute. When you start interacting with the content, for instance watching videos, clicking on a bunch of photos, commenting on posts and messaging friends, your internet usage will increase to 2.5-3MB per minute. You’ll likely use roughly 3GB per month on social media.

Web browsing

The average page requires between 1MB to 2.5MB to load. After being combining with the average person’s web browsing trends, you will roughly use 7GB of data each month.

A common question we get is, "how much upload do I really need?" And, "what’s the difference between upload and download speeds?"

The difference between upload and download speeds.

Download speed – How quickly you can receive data when using the internet.

Upload speed – How quickly you can send data over the internet.

Yep, it’s that simple.

Well, the answer is, it depends what you need it for. Similar to download speeds, those who use it more may require higher speeds.

For instance, people who create content or use a cloud service regularly to upload and send large files are more likely to need higher upload speeds.

If you’re playing video games or working from home, then you won’t require higher upload speeds as those activities generally don’t need high upload speeds.

For gaming and/or zoom calls, a stable connection is much more valuable than high upload speeds.

Gaming – Typically requires around 1 Mbps of upload.

Zoom/video chats – At a minimum you will need just under 1 Mbps. The maximum you will likely need is 3 Mbps for 1080p resolution.

Content creator/Streaming (Twitch/YouTube/Facebook) – Streaming in 720p will require around 4 Mbps of upload speed. 1080p will need roughly 6-7 Mbps. 4K streaming will require some serious upload speed, ranging from 15 Mbps to 60 Mbps, depending on frames per second.

Uploading/sending files – The fast the better. The faster the upload, the faster it will upload.

Note: One thing to keep in mind is the amount of people who are uploading at the same time. If you potentially have 4 people who might all be on Zoom at the same time for work, then having 40 up might suit that household more than 20 up.

We have an address checker integrated into our OptiComm page. You'll be able to see whether OptiComm is available at your address by clicking here.

Please note: we only sell FTTP plans on the OptiComm network. If you have an FTTN or HFC connection on OptiComm, we won't be able to offer you a service and the address checker will let you know "This address is currently not serviceable by Aussie Broadband."

OptiComm will have already provided your premise with an OptiComm Connection Box, which acts as a modem. You will need to connect/purchase a router which will then distribute the connection via WiFi.

Aussie Broadband sell several routers which are preconfigured to work on our network, taking the hassle out of it all. Visit our plans page and click yes for do you need a modem, to see all of our options.

You can also try using your current router. Whilst we can’t guarantee a BYO router will work, we can do our best to help reconfigure it to work on our network.

If you have any questions, feel free to call our lovely team on 1300 880 905.

A majority of faults raised with OptiComm occur during the setup process. These range from problems with the lead-in-conduit, property not being 'ready', equipment not plugged incorrectly and/or Cable damage (for example, rats chewing through it).

It’s important to check your setup before raising a fault with OptiComm.

Our best advice is to check that the lights on the OptiComm Connection Box are performing correctly and check that every cable is in the right port. If you have your own modem, try factory resetting the device, and reconfiguring it. This may solve your connection problem.

If you have any questions or just want help with double-checking your setup, feel free to get in contact with our lovely support team on 1300 880 905.

To see the range of Opticomm Plans provided by Aussie Broadband, click here.

To use broadband you'll need a nbn™ compatible router, which is the device that connects you to the Internet. If you're coming from an existing provider your current router may be compatible, or Aussie Broadband can supply a router, to see our full nbn™ compatible range of routers click here.

If you have an appointment, you, or someone over the age of 18, needs to be there for the whole appointment for all appointments that are scheduled from 8am to 12pm or 1pm to 5pm. FTTN appointments scheduled from 7am until 2pm do not require a person to be at home.

During an appointment that does require someone at home, nbn will need access to the connection point for testing on FTTN, and to install equipment for FTTP, HFC, FTTC, and Fixed Wireless. This does not apply to addresses that qualify for a self-install.

If you have an activation, you don't need to be home.

• Check nbn™ availability by clicking here.


• Select a plan


• Call our friendly sales team on 1300 880 905

When it's your suburbs turn to have nbn™ connected, nbn™ contractors will either install fibre optic cable down each street or build a wireless tower that will service your area. If you're connecting to the nbn™ network via fibre a nbn™ contractor will extend the cable running down your street to your premises, or if you're connecting via fixed wireless an antenna will be installed at your premises.

If you’re on the nbn™ already: it’s likely that you can be connected in as little as 15 minutes. If you’re a little bit technical, we can even activate one of the other ports on your NTD so you can try our nbn™ service in parallel with your existing service provider. If we find that we can’t automatically activate your service, it should take only 5 working days.

If you’re totally new to nbn™: then we’ll get your connection installed and up and running for you. This can take a little longer as you may need an appointment to get you connected for the first time. Keep in mind that any installation fees or other once-off charges will still be billed to your account.

The nbn™ is now available in selected locations, with new suburbs and towns being enabled all the time as the roll out continues across the country.

You are able to check if nbn™ is available in your area by clicking here.

NBN Professional Installation: $165.00 Inc GST

Where a customer's premise is FTTC/HFC and classified as a 'Self Installation Address', the customer can instead opt for an nbn Professional Installation and have an nbn technician attend their premise to complete the installation. The nbn technician will come to the site and install the nbn equipment on behalf of the customer.

Please Note: the nbn technician is only responsible for nbn equipment and will not configure or help with the customer's equipment.

The customer has to agree to this fee before the order/installation can proceed.

You will require a suitable router with an Ethernet WAN port and a VoIP adaptor for your phone to use this service. We include these with the 24 month agreement.

Unfortunately, from time to time, issues outside of our control happen, whether it be weather conditions, which prevent technicians completing work due to OH&S, or technicians not being available to complete your install appointment due to being held up previously, or private reasons.

Normally, you will know before the appointment has had an issue before we get notified by the NBNco, which is normally sometime after the appointment timeslot

occasionally we have to reschedule these and it’s totally out of our control, we will reschedule your appointment to the next available appointment in the NBNco calendar.

Here are a few things you can do,

1. Please wait until after your scheduled appointment time (eg after 12pm or after 5pm) to let us know, as we need to await confirmation from the NBNco, as technicians may be running late.

2. Remember a 7am-2pm activation does not require a technician at your house so you will not see the technician

3. If you do need to reschedule your appointment please refer to the Email/SMS you would have received previously, if you cannot find this, please call our Australian-based support team on 1300 880 905

4. Please be patient, it does normally take NBN 48 business hours to reply, and we will endeavor to keep you updated throughout the process as soon as we get any update
5. If you are not happy with your install in any way, please do not sign off with the technician and call Aussie broadband support on 1300 880 905

The nbn™ technician has been out or the commitment time has passed, so how long until your service is active?

Whether you're FTTN or FTTP, or even Fixed Wireless, our process for activation is the same. You will receive an SMS from us when the service has been activated. The text will indicate that the activation could take up to 24 hours to complete, however most of the time and if there are no problems, it's very quick and your service running by the evening. For nbn™ device installations, the technician needs to sign off that NBNCo have completed the appointment. This may not occur straight after the appointment. If you're still having trouble connecting by 7pm, then call our Customer Service Team on 1300 880 905.

If it's still during the appointment window: nbn can arrive any time during the allocated appointment time frame.

If it is after the nbn appointment window: The appointment may be delayed due to weather or possibly the technician has been held up at a previous appointment.

What do I do if my technician is a no show?

nbn will follow up with technicians 30 minutes after the appointment window. We recommend waiting an hour after the appointment window is over to contact the provisioning team on 1300 880 905. This will help to give nbn time to touch base with the technician and to update us with information regarding the delay so that we can provide you with as much information as possible.

The day has arrived and your nbn™ connection is now live. Exciting times! But before you can relax with a little Netflix, you do need to first set up your nbn-compatible modem/router. You’re probably wondering to yourself “how do I configure my nbn modem” Luckily, it’s quite straightforward, and this guide will cover helpful BYO router settings. As routers and interfaces are forever changing, we will be updating this page often with important new information. If you do not see a specific router or interface on here that would make life easier, then email us and we will add it. We have TP-Link and Asus DSL setting guides and will soon be adding Asus Wan settings and Netgear.

Important BYO Router Settings like what's my username and password?

Aussie Broadband does not have a username/password login for our nbn™ internet connection. Gone are the username and password days of ADSL. This applies to every type of nbn™ connection. There are specific router settings that will remove the username/password requirement.

Can I bring a router from another ISP?

Most of the time, yes. If you router is from another service provider, or an old ADSL modem router, then sometimes there may be additional tweaks to establish a connection. Some ISP's lock their routers to their service, but most do not. If you're wanting to use another service provider's router and aren't able to make the changes in the guide below or update the firmware, then call our Customer Service Team on 1300 880 905. We may have a few tips and tricks to resetting the modem router so it can work.

Please Select Your Connection Type

Fibre to the Curb (FTTC)

Fibre to the Node (FTTN)

Fibre to the Building (FTTB)

Fibre to the Premises (FTTP)

Fixed Wireless (FW)

Hybrid Fibre Coaxial (HFC)

Fibre to the Curb - FTTC

FTTC utilizes a nbn™ connection device which connects to the router. Here is a quick overview of the cable setup for this connection type. The grey dsl line extends from the existing telephone port to the nbn™ device. The router plugs directly into the nbn™ device with a blue or yellow ethernet cable. It can take up to 20-30 minutes for the nbn™ device to initialise. This is normal. For router configuration, please go here.

Fibre to the Node - FTTN/Some FTTB

FTTN connections utilise the existing phone port. This connection type requires a VDSL2 compatible router. ADSL routers will not work. For a listing of VDSL compatible routers, please follow this link. This is not an exhaustive list, but these are nbn™ approved routers. For cable configuration: The grey cable from the telephone port plugs directly into the dsl on the back of the router without any filters or splitters. *Note: Asus routers should be configured before plugging the DSL cable into the router. If they are not, then you may need to call Customer Service for a port reset. 

To log into the router to change the settings, open up a browser page. The IP address to connect to the router varies depending on the router. Note: You must be connected to the router via an ethernet cable or by WiFi. Routers, for security purposes, require a device connected to the local network for set up purposes. You do not need an internet connection to set up the router.

There are some routers that auto-detect the connection settings. If your auto-configuring router is not working, try unplugging the dsl grey cable and plugging it back in to trigger the auto-configuration.

Open a browser window, enter the following IP:

Asus: 192.168.1.1

Billion: 192.168.1.254

D-Link: 192.168.0.1 or http://dlinkrouter or 192.168.1.1

Fritzbox: 192.168.178.1

Huawei: 192.168.1.1

Netcomm: 192.168.20.1

Netgear: 192.168.1.1 or 192.168.0.1 or http://www.routerlogin.com

Sagemcom [email protected]: 192.168.0.1 or 192.168.1.1 or 10.1.1.1

Technicolor: 192.168.1.254

TP-Link: 192.168.1.1 or http://tplinkwifi.net

*Note: If your router is not listed, or if the addresses do not work, then check the bottom of your router. There will be a sticker on the bottom with the router IP address. If that does not work either, then try a wired connection to the router. Some, especially D-link's require a wired connection for setup. 192.168.1.1 or 192.168.0.1 are the most common router IP addresses. 

Router username and password

The most common username is admin and most common password is admin

Netgear routers have a different default password. It's commonly password

*Note, we do not have BYO router login details. If the above does not work, or if you set a password that you cannot remember, try factory resetting the router by holding the reset button for about 8 seconds or until the lights on the router start flashing. This should reset the default username and password. If that does not work, consult your router manual for help. 

Router Settings for FTTN/FTTB:

We will be adding screenshots of various routers soon, but there are a few basic settings that will help you to get connected to the internet. Setup Wizards may work, but sometimes it's easier to manually configure the router. All Netgears should be configured manually. If the Router Settings or Basic/Internet Settings page asks for the ISP always select Not Listed or Other, even if Aussie Broadband is listed as the Aussie Broadband pre-programmed one is an ADSL setup, not nbn™.

*Note: Netgear routers require an extra step to remove the username/password for the internet connection. This will require a manual setup. Simply check the box stating No, my ISP does not require a username and password. 

The rest of the settings on the setup page are generally fine leaving as their defaults.

Below are some router settings screenshots of a TP-Link, Asus, and Netgear for FTTN. We will be adding more screenshots as we can.

Please click on the images below to enlarge. 

TP-Link - Please click on the images below to enlarge. 

Asus  - Please click on the images below to enlarge. *Note it is best to configure the Asus prior to connecting the DSL. Asus are known to lock up the port so if you are unable to get an internet connection, please call Customer Service on 1300 880 905.

Netgear - Please click on the images below to enlarge. 

Fibre to the Building

FTTB is generally set up using the phone port similar to the FTTN setup. However, an increasing number of apartments are now using Fibre to the Premise with an nbn™ connection device setup. It is worth investigating to see which connection type that you have.  See FTTN or FTTP for setup help.

FTTP/Fixed Wireless/FTTC/HFC

The router settings for FTTP, Fixed Wireless, FTTC, and HFC are basically the same. These each have an nbn™ device installed at the premises. When switching providers, both FTTP and Fixed Wireless may require a small cable configuration adjustment. There are multiple Uni-D ports available to allow continuous internet access when switching ISP's. This usually means the new service will be found in a new Uni-D port. If your existing service was on Uni-D port 1, then it's likely your new service will be on Uni-D port 2. Just unplug the ethernet cable out and plug it into a new Uni-D port. If you're unsure, please call our Customer Service Team on 1300 880 905. Since our service does not require a login, you might find the connection to automatically start working once it's on the correct Uni-D port.

Router Settings

The cable from the nbn™ device should be plugged into the Wan or Internet port on the router.

Open a browser window, enter the following IP:

Asus: 192.168.1.1

D-Link: 192.168.0.1 or http://dlinkrouter or 192.168.1.1

Fritzbox: 192.168.178.1

Huawei: 192.168.1.1

Netcomm: 192.168.20.1

Netgear: 192.168.1.1 or 192.168.0.1 or http://www.routerlogin.com

Sagemcom [email protected]: 192.168.0.1 or 192.168.1.1 or 10.1.1.1

Technicolor: 192.168.1.254

TP-Link: 192.168.1.1 or http://tplinkwifi.net

*Note: If your router is not listed, or if the addresses do not work, then check the bottom of your router. There will be a sticker on the bottom with the router IP address. If that does not work either, then try a wired connection to the router. Some, especially D-link’s require a wired connection for setup. 192.168.1.1 or 192.168.0.1 are the most common router IP addresses. 

Router username and password

The most common username is admin and most common password is admin

Netgear routers have a different default password. It’s commonly password

*Note, we do not have BYO router login details. If the above does not work, or if you set a password that you cannot remember, try factory resetting the router by holding the reset button for about 8 seconds or until the lights on the router start flashing. This should reset the default username and password. If that does not work, consult your router manual for help. 

Wireless Router Mode is an operation mode feature of TP-Links. This needs to be turned on for TP-Link to connect completely. Images provided below.

The day has arrived and your OptiComm connection is now live. Exciting times! But before you can relax with a little Netflix, you do need to first set up your OptiComm-compatible modem/router. You’re probably wondering to yourself “how do I configure my OptiComm modem” Luckily, it’s quite straightforward, and this guide will cover helpful BYO router settings. As routers and interfaces are forever changing, we will be updating this page often with important new information. If you do not see a specific router or interface on here that would make life easier, then email us and we will add it. We have TP-Link and Asus DSL setting guides and will soon be adding Asus Wan settings and Netgear.

Important BYO Router Settings like what's my username and password?

Aussie Broadband does not have a username/password login for our OptiComm internet connection. Gone are the username and password days of ADSL. This applies to every type of OptiComm connection. There are specific router settings that will remove the username/password requirement.

Can I bring a router from another ISP?

Most of the time, yes. If you router is from another service provider, or an old ADSL modem router, then sometimes there may be additional tweaks to establish a connection. Generally, ISPs won't lock their routers to their network, however, a lot of ISPs will lock VoIP capabilities to their network. If you're wanting to use another service provider's router and aren't able to make the changes in the guide below or update the firmware, then call our Customer Service Team on 1300 880 905. We may have a few tips and tricks to resetting the modem router so it can work.

FTTP

The router settings for FTTP are basically the same. These each have an OptiComm device installed at the premises. When switching providers, FTTP may require a small cable configuration adjustment. There are multiple LAN ports available to allow continuous internet access when switching ISP's. This usually means the new service will be found in a new LAN port. If your existing service was on LAN port 1, then it's likely your new service will be on LAN port 2. Just unplug the ethernet cable out and plug it into a new LAN port. If you're unsure, please call our Customer Service Team on 1300 880 905. Since our service does not require a login, you might find the connection to automatically start working once it's on the correct LAN port.

Router Settings

Open a browser window, enter the following IP:

Asus: 192.168.1.1

D-Link: 192.168.0.1 or http://dlinkrouter or 192.168.1.1

Fritzbox: 192.168.178.1

Huawei: 192.168.1.1

Netcomm: 192.168.20.1

Netgear: 192.168.1.1 or 192.168.0.1 or http://www.routerlogin.com

Sagemcom [email protected]: 192.168.0.1 or 192.168.1.1 or 10.1.1.1

Technicolor: 192.168.1.254

TP-Link: 192.168.1.1 or http://tplinkwifi.net

*Note: If your router is not listed, or if the addresses do not work, then check the bottom of your router. There will be a sticker on the bottom with the router IP address. If that does not work either, then try a wired connection to the router. Some, especially D-link’s require a wired connection for setup. 192.168.1.1 or 192.168.0.1 are the most common router IP addresses. 

Router username and password

The most common username is admin and most common password is admin

Netgear routers have a different default password. It’s commonly password

*Note, we do not have BYO router login details. If the above does not work, or if you set a password that you cannot remember, try factory resetting the router by holding the reset button for about 8 seconds or until the lights on the router start flashing. This should reset the default username and password. If that does not work, consult your router manual for help. 

DSL Mode/Interface Type: Ethernet Wan

 Internet Connection Type: Dynamic or IPOE or DHCP

No VLAN ID

Obtain IP Address Automatically

Wireless Router Mode*

Wireless Router Mode is an operation mode feature of TP-Links. This needs to be turned on for TP-Link to connect completely. Images provided below.

To set up Google nest in your home, you will need the following:

• A Google nest WiFi router
• A Google account
• A smartphone or tablet meeting the following specs (Android phone running Android 5.0 and higher, Android tablet running Android 6.0 and higher, or an iPhone or iPad with iOS 11.0 and higher)
• The latest version of Google Home app available on either Android or iOS
• Internet service

For FTTN/B customers you will need the Google nest router, which will broadcast your wifi, and a basic modem to deliver internet into the home. In essence, you will need the basic modem plugged into your telephone point to establish the internet connection, and then the Google router plugged into the modem to broadcast the wifi to your devices. The basic modem will need to be configured as either an access point with the WiFi turned off or in bridge mode. Connect the basic modem to the primary phone point on the wall with a DSL cable.

For FTTP, FTTC, HFC, and Fixed Wireless To connect you will need your nbn device and the Google router.

Setting up the Google nest WiFi router

Our Google nest WiFi is not pre-configured therefore some set up is required. Simply follow the instructions below to set the Google nest in your home, and you can also check out Google's set up video here.
To setup the Google router:

1. Download the Google Home app on Android or iOS
2. Place your Google router in a location that is in plain view, on a shelf or stand, at eye level for optimum WiFi performance. WiFi performance improves when the router is located higher up.
3. Connect the Ethernet cable to the Nest router's WAN port . For FTTP/FTTC/HFC/Fixed Wireless the Ethernet cable will run from the nbn connection device. For FTTN/B the Ethernet cable will run from the modem.
4. Plug the power adapter in to the Google Nest router. After a minute, the light will pulse white to indicate the router is powered on and ready for set up.
5. Open the Google Home app on your phone or tablet.
6. Tap add + > Set up device.
7. Under 'New devices', tap Set up new devices in your home.
8. Choose a home.
9. Select your Nest WiFi router.
10. Scan your QR code on the bottom of your device. If you're unable to scan the code, tap Continue without scanning, then enter the setup key located on the bottom of the device.
11. Select a room for your router, or create a new one.
12. Give your WiFi network a name and a password. We recommend creating a secure password to protect your WiFi network. This will be the password you will later need to enter when connecting your devices to the WiFi.
13. The router will create the WiFi network. This will take a few minutes.
14. If you'd like to add another WiFi device, tap Yes in the app to continue now or you can add extra devices later through the Add + > Set up device menu in Google Home.
    If you need any assistance, just call our friendly customer service team on 1300 880 905. If you would prefer live chat, we recommend using live chat on a separate device connected to a mobile network to prevent any chat disconnections.

To download a printable version of our Google Nest Wifi installation guide, click here.

Hardware terms and conditions as well as warranty information for all of our hardware such as VoIP adapters, modems, and routers can be located here.

To assign scheduled time and to pause devices on a Netcomm, you will need to get into the router settings. You can do this via the Wi-Fi Control App, Wifi-Blocker.

To assign a schedule to a person:

1. Visit the Person Tab
2. Click the Person’s Name and go to “Assign Schedule to Person”.
3. Select the time and the days of the week that you want to pause the device. 
4. Click Apply to Save.

To assign a schedule to a device:
1. Visit the Device Tab
2. Select the Device you want to assign a pausing schedule to.
3. Click the Time.
4. Click Apply to Save.

If you have a Google Nest System, you can pause and un-pause Wi-Fi. This means you can schedule a ‘pausing’ time for each device in your household, so you can control the Wi-Fi, like parental controls.

To do this, download the Google Nest App:

1. Open the app via your device.
2. Tap Wi-Fi.
3. Under “Family Wi-Fi,” tap your group name to pause or un-pause your device group. You might need to swipe left to find more groups.

If you’d like to pause a specific device:

1. Open the app via your device.
2. Tap Wi-Fi.
3. Next to the device you want to pause, tap ‘Pause’. To resume, tap Un-Pause.

Note: If a device is set as a priority device, you’ll need to end the priority setting before you pause the device. To pause a priority device, tap End now and then Pause.

To create a scheduled pause (e.g.: you want a certain device to be paused at 10pm each night):

1. Open the app via your device.  
2. Tap Wi-Fi, Family Wi-Fi, Add and Schedule.
3. Give your schedule a name.
4. Select a group, then tap “Next”.
5. Select a start time and an end time, and which days you would like the pause to occur.
6. Tap done.

These guides will help you to connect to the internet, based on your connection type.

To set up or troubleshoot your Aussie Broadband NF10W nbn™ compatible modem check out the attached user guides.

If you're continuing to have issues with your service check out our network outages page to see if you're impacted by an outage, or contact our support team on 1300 880 905.

Netcomm NF10W

• 4 Fast Ethernet Ports
• Wireless N Technology
• Support for VDSL

Click here to see the Netcomm NF10W user guide.

For cabling and modem setup, click on the relevant nbn™ technology you have connected at your property from the below.

Fibre To The Node/Building (FTTN/B)
Cabling guide
Modem configuration guide

HFC (Hybrid Fibre Coaxial)
Cabling guide
Modem configuration guide

Fibre To The Premises (FTTP)
Cabling guide
Modem configuration guide

Fixed Wireless
Cabling guideModem configuration guide

Firmware information

For information on the latest firmware and other FAQ's for the Netcomm NF10W please click here.

To set up or troubleshoot your Aussie Broadband NF10WV nbn™ compatible modem check out the attached user guides.

If you're continuing to have issues with your service check out our network outages page to see if you're impacted by an outage, or contact our support team on 1300 880 905.

Netcomm NF10WV

• 4 Fast Ethernet Ports
• Wireless N Technology
• Support for VDSL
• Includes VOIP

Click here to see the Netcomm NF10WV user guide.

For cabling and modem setup, click on the relevant nbn™ technology you have connected at your property from the below.

Fibre To The Node/Building (FTTN/B)
Cabling guide
Modem configuration guide

HFC (Hybrid Fibre Coaxial)
Cabling guide
Modem configuration guide

Fibre To The Premises (FTTP)
Cabling guide
Modem configuration guide

Fixed Wireless
Cabling guide
Modem configuration guide

VoIP

To access the basic settings to setup your modem to use its VoIP capabilities please click here.

If you require your username and password, please speak with our support team by calling 1300 880 905.

Firmware information

For information on the latest firmware and other FAQ's for the Netcomm NF10WV please click here.

To set up or troubleshoot your Aussie Broadband NF17ACV nbn™ compatible modem check out the attached user guides.

If you're continuing to have issues with your service check out our network outages page to see if you're impacted by an outage, or contact our support team on 1300 880 905.

Netcomm NF17ACV

• Gigabit WAN and LAN
• Fibre (FTTC/FTTP/FTTH/HFC) ready with high WAN throughput
• 5GHz AC Wireless
• Includes VOIP

Click here to see the Netcomm NF17ACV user guide.

For cabling and modem setup, click on the relevant nbn™ technology you have connected at your property from the below.

Fibre To The Node/Building (FTTN/B)
Cabling guide
Modem configuration guide

HFC (Hybrid Fibre Coaxial)

Fibre To The Premises (FTTP)
Cabling guide
Modem configuration guide

Fixed Wireless
Cabling guide
Modem configuration guide

VoIP

To access the basic settings to setup your modem to use its VoIP capabilities please click here.

If you require your username and password, please speak with our support team by calling 1300 880 905.

Firmware information

For information on the latest firmware and other FAQ's for the Netcomm NF17ACV please click here.

To set up or troubleshoot your Aussie Broadband NF18ACV nbn™ compatible modem check out the attached user guides.

If you're continuing to have issues with your service check out our network outages page to see if you're impacted by an outage, or contact our support team through our MyAussie app or through my.aussiebroadband.com.au or by calling 1300 880 905.

Netcomm NF18ACV

• Gigabit WAN and LAN
• Fibre (FTTC/FTTP/FTTH/HFC) ready with high WAN throughput
• 5GHz AC Wireless
• Includes VoIP

Click here to see the Netcomm NF18ACV user guide.

For cabling and modem setup, click on the relevant nbn™ technology you have connected at your property from the below.

Fibre To The Curb (FTTC)
Install guide

Fibre To The Node/Building (FTTN/B)
Install guide

HFC (Hybrid Fibre Coaxial)
Install guide

Fibre To The Premises (FTTP)
Install guide

Fixed Wireless
Install guide

VoIP
To access the basic settings to setup your modem to use its VoIP capabilities please click here.

If you require your username and password, please speak with our support team by calling 1300 880 905.

Firmware information
For information on the latest firmware and other FAQ's for the Netcomm NF18ACV please click here

To set up or troubleshoot your Aussie Broadband NF8AC nbn™ compatible modem check out the attached user guides.

If you're continuing to have issues with your service check out our network outages page to see if you're impacted by an outage, or contact our support team on 1300 880 905.

Netcomm NF8AC

• 4 Fast Ethernet Ports
• Wireless N Technology
• Support for VDSL

Click here to see the Netcomm NF8AC user guide.

For cabling and modem setup, click on the relevant nbn™ technology you have connected at your property from the below.

Fibre To The Node/Building (FTTN/B)
Cabling guide
Modem configuration guide

HFC (Hybrid Fibre Coaxial)
Cabling guide
Modem configuration guide

Fibre To The Premises (FTTP)
Cabling guide
Modem configuration guide

Fixed Wireless
Cabling guide
Modem configuration guide

Firmware information
For information on the latest firmware and other FAQ's for the Netcomm NF8AC please click here

To set up or troubleshoot your Aussie Broadband Netcomm NL1901ACV nbn™ compatible modem check out the attached user guides.

If you're continuing to have issues with your service, please check the network outages page to see if you're impacted by an outage, or contact our support team through our MyAussie app or through my.aussiebroadband.com.au or by calling 1300 880 905.

NL1901ACV

• Gigabit WAN and LAN
• Fibre (FTTC/FTTP/FTTH/HFC) ready with high WAN throughput
• 5GHz AC Wireless
• Includes VoIP

Click here to see the Netcomm NL1901ACV user guide.

Please note: The default login details for the router are:

Username - admin

Password - serial number of your NL1901ACV.

For cabling and modem setup, click on the relevant nbn™ technology you have connected at your property from the below.

Fibre To The Curb (FTTC)
Install guide

Fibre To The Node/Building (FTTN/B)
Install guide

HFC (Hybrid Fibre Coaxial)
Install guide

Fibre To The Premises (FTTP)
Install guide

Fixed Wireless
Install guide

VoIP
To access the basic settings to setup your modem to use its VoIP capabilities please click here.

If you require your username and password, please speak with our support team by calling 1300 880 905.

Firmware information
For information on the latest firmware and other FAQ's for the Netcomm NL1901ACV please click here

Download and install the latest firmware for your NF18 CloudMesh router here

Note: This firmware is specific for the NF18 CloudMesh Gateway and will not work on other routers.

Enhancements

• Added Privacy mode support. Configurable by the smartphone app, this instructs the CPE not to send any analytic data to the cloud (TT41541)
• Added Mesh support via the wired connection* (TT41499)
• Updated ABB default settings – DHCP option (TT41503)
• Updated ABB default settings – ALG (TT41504)
• Updated ABB default settings – Update WiFi Max client to 32 (TT41505)
• Updated ABB default settings – WiFi setting (TT41506)
• Updated ABB default settings – VoIP setting (TT41507)
• Updated ABB default settings – TR-069 setting (TT41509)
• Updated ABB remote access default settings (TT41510)
• Fixed a Guest WiFi password issue when the password was less than 8 characters (TT41160)
• Enhanced the 5GHz Wi-Fi stability (TT40667)
• Fixed an issue where the CPU & Memory usage page was not showing correctly (TT39517)
• Cosmetic update to UPnP (TT40190)
• Fixed a TFTP upload configuration file issue on LAN and WAN connection (TT40839)
• Enhanced the web interface when viewed on a mobile browser (TT40847)
• 5GHz Guest interface is now disabled when Mesh is enabled (TT40848)
• Updated the DNS suffix to “cloudmesh.home” (TT40920)
• Updated the port forwarding behaviour to accept different server IP address ranges (TT41050)
• Cosmetic update to the Statistic LAN page (TT41336)
• Enhanced the CPE security (TT41425)
• Addressed a Wireless AP steering issue* (TT40237)
• Fixed a Speedtest issue (TT41500)

Your nbn™ FTTN/B modem will have a number of lights on it, most should now be green, blue or another ‘positive’ colour. Many modems have lights that flash to indicate connection activity, so you shouldn’t be concerned if any lights are flashing unless the manufacturer’s support information specifically advises that flashing lights indicate a problem. If any status lights appear red, orange or another ‘negative’ colour, please call us on 1300 880 905 for technical assistance with your connection.

The Google nest is one of the best WiFi solutions for medium to larger homes or apartments with significant WiFi interference issues. The base router can work with mesh points placed around the home to create a strong WiFi web throughout your home or business.

What is the benefit to having a mesh over just one router?
A mesh enhances and extends your WiFi signal to cover your entire home. This strong mesh has the potential to decrease the amount of video playback buffering and dropouts that are related to poor WiFi signal strength. This gives you the power to utilise the internet wherever you need it most in your home or a nearby garage without running long ethernet cables.

There are three Google nest options available currently
We offer the google router on it's own or with 1 or 2 mesh points. So, for instance, you can set up the router at your phone point or NTD, depending on your connection type, and then set up 1 mesh point in the living room and 1 mesh point in a far bedroom in order to have full WiFi coverage throughout your whole house.

Google Assistance
Each mesh point has the ability to offer Google Assistance. Just call out, "Hey Google" or "Okay Google" to ask Google a question. This can be disabled by a button on each mesh point. The Google base router does not have Google assistance.

This guide will troubleshoot and resolve the reasons why you can't see the WiFi Network on the list of available networks.

WiFi Frequencies

All routers operate on the 2.4GHz frequency, and many now offering an additional 5.0GHz frequency. To learn which frequency is best for you, check out our page on What is WiFi? Is all WiFi the same?

Important WiFi information is located on a sticker on the back of our Netcomm Routers, and you will find that the same is true for most other router brands as well. This sticker provides the SSID, which is the name of your WiFi network, along with the password to connect to that network. Routers that operate on both frequencies will have two SSID's along with coordinating passwords. Be sure to use the password for the specific network.

Can't see the WiFi network?

Is the Wifi light flickering on the router? Yes - go to Step 2 (*Note: this may look like a lolly on a stick on Netcomm routers)

Look on the router for a WiFi button. This button will enable (or disable) WiFi. Netcomm NF10W's have a button on the top. Other models may not have a physical button, and will need to be checked by logging into the router. Push the button.

Is the WiFi network visible now? If no, and the WiFi lights are still off, it's advised to log into the router to enable it internally.  *

Open up a browser page such as Google Chrome or Internet Explorer.

If you have a Netcomm router, enter 192.168.20.1 into the address bar. *Note: Each router has their own specific log in page, and some use 192.168.1.1 or 192.168.0.1. Check your router manual if you need specific information.

Log into the router (you may need to call Customer Service to retrieve router password)

Go to Wireless settings and enable. (picture below)

If the issue persists, then it is possible that the router may be faulty. Call our Customer Service Team 1300 880 905 if this occurs on one of our routers, otherwise, try another router.

Step 2: Yes, the WiFi lights are flickering on my router, but I still can't see the WiFi networks.  I can see my old WiFi network. (Or skip to Step 3)

Confirm the network name/SSID. The network name will not magically change when switching providers if you keep your existing router. The network name is set internally on the router. This means you will continue to see the old WiFi name, but you can log into the router to update this setting. This does not mean that you're still on the existing provider's service. The WiFi name can easily be changed by logging into your router, and then going to Wireless settings.

Step 3: I can see 2.4GHz WiFi, but I cannot see the 5.0GHz

Sometimes apple products and older laptops aren't able to see the 5.0GHz WiFi network, but changing WiFi channels can help. It's not advised to change the channel above 58/80, because many Apple products will no longer be able to see the network.

If the issue still persists, please call our friendly Customer Service Team on 1300 880 905, and we will be able to help you troubleshoot this further.

WiFi connects wireless devices to the internet using radio waves transmitted by the router. All routers operate on the 2.4GHz frequency, and there are also dual band routers boasting an additional 5.0GHz frequency.

Is the WiFi 5.0GHz worth the extra cost on a router? What’s the difference?

The short answer is, yes.

2.4 GHz

+ Larger Area coverage

-  High Interference

-  Slow speeds

5.0GHz

-  Slightly Less Coverage

+  Significantly Less Interference

+  Significantly Faster Speeds

Don't be quick to dismiss the 5.0GHz due to less coverage. The higher frequencies will have a slightly less of range, but there are ways to increase the range. WiFi range extenders are purchasable to allow WiFi signals to reach the far bedroom or multiple floors. The 5.0GHz easily wins out against the 2.4GHz in both interference and speed.

2.4GHz frequency is often disrupted by other appliances and even your neighbour's wifi. Appliances that can interfere are microwaves, baby monitors, radio controlled cars, cordless phone handsets & bases, and security cameras because they all operate on the 2.4GHz frequency.  Yes, even your neighbour fixing popcorn in the microwave can cause the WiFi to drop forcing your Netflix movie to buffer. If this is happening often or if you live in a built up area or an apartment, then it's worth switching to the 5.0GHz frequency.

5.0GHz frequency is better for streaming videos and online gaming for it's faster speeds alone.  There will be less buffering and more responsive game play.

Ultimately, the choice depends on your specific needs. There are troubleshooting guides available for both frequencies so you can get the very best out of your WiFi. We offer routers with both frequencies to suit your needs. All of our routers come pre-configured to make setup easy.

Purchase a plug & play 2.4GHz/5.0 GHz Netcomm NF18ACV router from us by calling our Customer Service Team on 1300 880 905.

It's frustrating when Netflix keeps buffering due to WiFi slow speeds or dropouts. WiFi Interference may be a likely cause. This guide will help you troubleshoot common WiFi problems. All routers operate on the 2.4GHz frequency. There are also dual band routers boasting an additional 5.0GHz frequency. To learn which frequency is best for you, check out our page on What is WiFi?

Why is my WiFi slow?

Radio waves often experience interference that can disrupt your connection. Interference can cause slow speeds and dropouts. The 2.4GHz frequency is often disrupted by other appliances. Consequently, this can even include your neighbour’s wifi. Appliances that have the potential to interfere are microwaves, baby monitors, radio controlled cars, cordless phone handsets & bases, and security cameras. This is because they also operate on the 2.4GHz frequency.  As a result, even your neighbour fixing popcorn in the microwave can make your Netflix movie buffer. WiFi interference can appear even if nothing has changed in your home.

Can I do anything about Slow WiFi?

Yes, you certainly can. First of all, we need to pinpoint the source of the interference. Doors, walls, and distance all can also negatively impact your connection. If your WiFi works fine near the router, then a device such as a WiFi Extender may be the solution. WiFi extenders are exactly as they sound. They extend the range of the WiFi by plugging into a power outlet. They are fairly simple to set up.

If range isn't the problem, then it maybe interference. There are two ways you can try to fix this problem. The first way would be to directly connect your devices by installing ethernet cables throughout your home. If this isn't possible, or your devices cannot be directly connected with a cable, then you will need to log into your router. The steps below may help to assist you with logging into your router.

Open a browser window, enter the following IP:

Asus: 192.168.1.1

D-Link: 192.168.0.1 or http://dlinkrouter or 192.168.1.1

Fritzbox: 192.168.178.1

Huawei: 192.168.1.1

Netcomm: 192.168.20.1

Netgear: 192.168.1.1 or 192.168.0.1 or http://www.routerlogin.com

Sagemcom [email protected]: 192.168.0.1 or 192.168.1.1 or 10.1.1.1

Technicolor: 192.168.1.254

TP-Link: 192.168.1.1 or http://tplinkwifi.net

Go to Wireless Settings, then look for channel settings. Sometimes this is located in basic settings, or it maybe under advanced.

The best 2.4GHz channel recommendations are 1, 5, 9, 13*.

Note: Some devices such as some Amazon devices may not support the use of channel 13, for these devices the channels 1, 6, or 11 is recommended.

For 5.0GHz it's not advised to go over 58/80. Apple devices cannot see higher WiFi channels.

WiFi troubleshooting certainly requires investigation. However, It's not impossible to solve. Above all, if you need any assistance, our Customer Service Team can help.

What is CGNAT?

Carrier-grade NAT (CGNAT, also known as large-scale NAT), is a method of sharing a single unique public IP address with multiple services to allow providers to extend their pool of usable IPv4 addresses. This means your modem or router will be assigned a private IP address instead of a unique public IP address. Our network will then translate that into a shared public address allowing you to access the Internet.

Why is Aussie Broadband changing to CGNAT?

Our current pool of IPv4 addresses has been consumed and acquiring more gets exponentially more expensive each time, resulting in issues with scalability. Aussie Broadband has opted to use CGNAT as a method to share the current unique public IPv4 addresses that we own to multiple customers, helping extend the life of IPv4 within our network while IPv6 is still being deployed. IPv6 is still being adopted throughout Internet and is not a solution on its own at this time.

How does this affect me?

This will not affect the majority of Aussie Broadband customers and it should be business as usual, the only difference is that you will have a different IPv4 address assigned to your modem or router.

If you have purchased a static IP bolt-on or are a business customer there will be no change to your service and your IP address will not change, you will not be participating in CGNAT.

What are some things that may not work with CGNAT?

There are some things that may depend on NAT and its features to work, this is services related to port forwarding and may include:

• Servers: Web Servers, Email Servers, File servers and so on.
• Home Utilities: Security Cameras and systems, home automation, Printers
• Remote Access: Access to computers or devices remotely

If you have any concerns about these items please feel free to call our support team and have a chat.

How do I Opt-Out?

If you have a valid reason and need to opt-out of CGNAT you can call our technical support staff on 1300 880 905 and we can opt-out your service. Opting out of CGNAT will result in your unique public IP address changing unless you have a static IP applied to your service. If you have a static IP address you do not need to opt-out and will not be part of CGNAT.

What happens with my current static IP?

Nothing, if you have a static IP address on your service at the moment you will retain this address and not be part of CGNAT, your service should function unaffected by the roll-out of CGNAT.

What is an IP Address and NAT?

An IP Address is a unique address that is assigned to a device, this includes computers, phones, tablets and even network printers, every device connected to the network or the Internet needs its own address so it knows how to communicate. This is similar to how your house needs its own address so that it can receive mail.

IPv4 addresses come in 2 types, public and private.

Your public IP address is your address on the Internet and allows you to get online, every device that wants to communicate online needs to have a public address. The problem is we have run out of public addresses that are available and purchasing more is expensive. The current AussieBB model is to assign a single IP address per service.

A private IP address is what can be used internally but these do not allow connection to the internet as they are private or internal addresses but do allow your devices to communicate with each other. A technology called NAT is then used to translate the private address to public and allow all of your local devices to connect to the Internet.

NAT is a technology that has helped to extend the life of IPv4 by sharing one public address to multiple private addresses, this is what allows you to get online with all of your devices at home without having a unique and expensive address for each device.

What about IPv6?

Aussie Broadband is committed to delivering IPv6 as soon as possible, currently we are testing the deployment of IPv6 on selected connections and we look forward to sharing more news about this deployment when it is ready to be extended. Unfortunately we are not able to delay the roll-out of CGNAT until this is ready due to the limited addresses that are available.

General Support DNS Settings

This topic provides the DNS settings required for all service types.

You've made the switch to the nbn™ but the username and password seems to be missing from the welcome pack. That's because this new nbn™ connection does not require a username and password set up in the router. If your router is requesting one, then you may need to adjust some settings. For settings check out our new BYO Router Settings Guide.

No one likes an outage, especially one out of the blue!

At Aussie Broadband, we pride ourselves on our No Bullsh*t value and that means giving our customers information, regarding outages, as soon as it becomes available to us.

So, how do you know if you have an outage or if there’s something else at play?

Emails

One of the easiest ways to know if you have an outage (or if one is coming up) is to check your emails.

Whether it’s an Aussie Broadband, NBN or OptiComm outage, we will send you an email which outlines the details of the outage.

For NBN outages, you will get an email which specifies if the outage is scheduled, expedited or emergency. The email will also inform you of the dates and times given to us by NBN for the outage.

App

Any recent, ongoing or scheduled outages will also be available in the MyAussie app.

The 'Outages' page can be found by going to the 'Home' section and scrolling till you find 'Tools'. When you click on 'Outages', you’ll be able to see any outages affecting your service.

Website

We also have an outage webpage which details both scheduled and unscheduled Aussie Broadband outages.

https://www.aussiebroadband.com.au/help-centre/system-outages/

Socials

For any major unscheduled outages, we will also let you know on our Facebook and Twitter.

We will keep you up-to-date with the progression of repairs as we get more information.

What to do if you don’t get an email?

Before you do anything else, perform a power cycle on your router and modem.

1. Turn the router and modem off
2. Pull the power cord from the back of the router and modem
• This ensures that there is no remaining power left in the hardware and allows it to properly perform a power cycle. Sometimes, when you simply turn off the hardware, it will still have some left over power and won’t actually turn off or power cycle properly.
3. Wait 30 seconds to 1 minute
• This will get rid of any left over power, once the power cord has been pulled out, and gives the router and modem an opportunity to power cycle.
4. Plug the power cords back into the router and modem
5. Turn on your router and modem
6. Give the devices time to reconnect, this can take up to 15 minutes.

If that doesn’t work, have a look at what the lights on your modem mean.

• FTTP
• FTTC
• FTTN/B
• HFC
• Fixed Wireless

Things still aren’t working? Feel free to call our awesome Aussie support team on 1300 880 905.

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, in the MyAussie portal or app, as well as on our Facebook account.

We also send out text messages to affected customers to let you 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.

1. Turn the router and modem off
2. Pull the power-cord from the back of the router and modem
• This ensures that there is no remaining power left in the hardware and allows it to properly perform a power cycle. Sometimes, when you simply turn off the hardware, it will still have some left-over power and won’t actually turn off or powercycle properly.
3. Wait 30 seconds to 1 minute
• This will get rid of any left-over power, once the power cord has been pulled out, and gives the router and modem an opportunity to power cycle.
4. Plug the power-cords back into the router and modem
5. Turn on your router and modem
6. Give the devices time to reconnect, this can take up to 15 minutes.

A Ping Test is an important step in troubleshooting speed and connection problems with specific servers or even your own router.

How to run a Ping Test?

A ping test is a simple test that can show problems along the network path. Before running any tests such as speed or ping tests, pleas ensure that nothing else is using any bandwidth on your devices. This includes YouTube, Netflix, and even file sharing programs as this will affect the results. Ping tests are generally run on a direct connection to the router or to the NTD (nbn™ connection device) unless trying to troubleshoot a WiFi issue.

Windows Devices

You will need to open the command prompt to run ping tests. You can do this by opening the Start Menu and typing cmd into the search box. If you can't locate the search box then you can type the windows key + R and then type cmd.

Click ok and open up the command prompt, which will look a bit like this:

Type ipconfig to see the default gateway and a series of numbers such as 192.168.20.1. The numbers are your router's IP address,

To test the connection to the router, you will want to type:

Ping (default gateway IP) -n 50 

For example: Ping 192.168.20.1 -n 50

Be sure to copy and paste the results into a document.

Then, try ping tests to the IP addresses below. 202.142.142.142 is our dns servers while 8.8.8.8 is the IP address of Google servers.

ping 202.142.142.142 -n 100
ping 180.150.17.170 -n 100
ping 8.8.8.8 -n 100
ping www.google.com -n 100

Then, copy and paste the results into a separate document.

I've done the tests, but the results could easily be in another language. How do I make sense of them all?

The above picture is the shortened version of what you will see after a ping test. It shows the address of the server (in this case Google), along with the amount of data transmitted and the time it took the data to reach the destination and return.

Ping Statistics

The ping statistics are important. This indicates 4 data packages were sent and all 4 were received. Seeing any % of lost packets indicates there is a problem. Also, if the minimum and maximum round trip times vary greatly or are significantly high (say 232ms), that could also indicate a problem. If you're unsure about the test results or if they indicate an issue then further testing such as a tracert needs to be performed.

Forward all testing onto [email protected]

For MAC devices

Launch “System Preferences” and click on “Network” icon
Select the active network interface(your router) from the left side menu that you want to uncover the Gateway address for
Now click on the “Advanced” button in the lower right corner of the Network preference panel
Click on the TCP/IP tab
Find the gateway address next to “Router:” in the format of an IP address. Example: 192.168.1.1
You will want to either copy this or write this down

Now, you will want to open the “Network Utility” by Opening the 'applications', and finding 'utilities', and clicking on 'Network Utility'.
Once you are in the network utility, please select 'Ping' and choose to send 50 pings to your Routers IP address.

Select the results, and then right-click and select Copy or press COMMAND+C to copy the text. Paste into notepad or into a reply email.

Aussie Broadband has a fantastic Customer Service Team standing by to help. You can log a fault or receive technical troubleshooting on your service by calling 1300 880 905 between 8am-12am EDT, Monday to Sunday, this includes most public holidays except Christmas Day and Good Friday.

You can also find a range of support documents on our website. Click here to access this resource.

You can email us for technical help, but please be advised this is not our preferred method of contact. Emails can have a 48 hour response time. Contact customer service at [email protected]

Out of data?

Adding data is easy. Simply log into your My Aussie portal through this link. Then, click on the 'current plan' option. There you will find the ability to adjust your plan up or down as needed. You can even schedule the plan to revert back to the original for the next billing cycle. If you have any questions, please don't hesitate to call our Customer Service Team on 1300 880 905.

Incorrect Call Out Fee (ICOF): $165.00 Inc GST

An ICOF is charged by nbn, which Aussie Broadband passes onto the customer at cost.

When is an ICOF applied?

When a customer's premise is FTTC/HFC and classified as a 'Self Installation Address', the customer will be sent nbn installation devices and is required to connect them.

In the event that the customer cannot connect the sent devices, Aussie Broadband will help troubleshoot the issue. If this fails, Aussie Broadband will arrange to send out an nbn technician.

If the nbn technician finds that the issue is due to a customer internal issue and not an nbn issue (for instance, the customer failed to connect the modem/router or they pulled out the internal wiring), then the Incorrect Call Out Fee (ICOF) may be charged.

IPv6 setup guide:

What is IPv6? (Internet Protocol version 6)

IPv6 is the successor to the current standard used for the internet IPv4.

IP is an address on a network/internet. IPv4 has 3,706,452,992 public addresses. This may sound like a lot but when you add up all the computers, servers and devices plus large quantities that were sold to companies like apple and HP in the early days of the internet.

At this current point in time most of the IP addresses available have been used up and getting more is very costly and requires a lot of work to do.

IPv6 has 3.4×10^38 possible addresses to use. It is estimated there is not enough room on earth for the amount of devices to use all the addresses available.

IPv6 also has some new and advanced features that will improve the performance of the internet in many ways.

Why IPv6? (Internet Protocol version 6)

- IPv4 addresses are running out and to purchase more is very expensive.

- The internet is starting to make big moves to support IPv6. Currently, it is estimated 25% of devices also support IPv6. The majority of these will be servers providing websites and service.

Changing Netcomm routers to Dynamic IPv6 route:

Login via 192.168.20.1

Input your router username (admin) and router password (back of your router)

Select "Internet"

Select "Connection Type" (VDSL for FTTN, ETH WAN for everything else)

Select "More Options"

Go to IP Protocol

Click on IPv4/IPv6

Enable DHCPv6 (IANA)

Enable DHCPv6 (IAPD)

Select Update

DNS settings:

dnscache1.wide.net.au - 2403:5800:100:1::142

dnscache2.wide.net.au - 2403:5800:1:5::242

Netgear Routers:

Changing Netgear routers to Dynamic IPv6 route:

Select advanced setup & IPv6

Set DHCP to use the DHCP server under 'Internet Connection Type'

Asus Modems:

IPv6

Connection Type: Native

DHCP-PD: Enabled

Auto Configuration Setting: Stateless

Connect to DNS Server Automatically: Enabled

Enable Router Advertisement: Enable

Save

Reboot the modem and the IPv6 settings should automatically propagate once connection is established.

*IPv6 Open Beta Opt In*

Aussie Broadband is currently working on testing and deploying an IPv6 solution that is currently in open beta. You can sign up to this using the below link for those who want to help test this feature.

Disclaimer: IPv6 is currently available in Beta testing only. Beta means that this feature is not supported by Customer Service. FFor troubleshooting, please visit our Whirlpool forums. 

Please note: IPv6 is not currently available for OptiComm services.

Click here to join our IPv6 Beta program

What is load balancing and does Aussie Broadband allow it?

Multi wan load balancing is 2 or more separate services aggregating to attain a faster speed. Aussie Broadband does not support nor tolerate load balancing on our network for residential and small business customers. If customers need faster internet, then they should call Customer Service on 1300 880 905.

Are you experiencing slow or degraded NBN FTTN speeds?

We have some solutions that may help improve your NBN FTTN speeds.

Troubleshooting Guide for NBN FTTN Speeds

Step 1 - Test an Ethernet Connection

We first need to rule out possible WiFi related issues. WiFi problems can impact speed and create dropouts. The best way to eliminate WiFi problems is to connect a computer directly to the router via an ethernet cable. If you do not have an ethernet port on your laptop, then there are ethernet cables with USB ends. Once you're directly connected, we need to run a speed test.

Step 2 - Speed Test

Not all speed test sites are created equal. We have our own Aussie Broadband speed test. The advantage to using our speed test site is that your results are saved to your account automatically. We can use those results to raise a fault to nbn™.

Click here to run a speed test.

If the speed issues have resolved with a direct connection but still persist on WiFi, then you have a WiFi related problem. You can find information on how to troubleshoot WiFi issues here.

If the nbn fttn speeds issues persist, then continue to step 3.

Step 3 - Monitor Speed

Is the problem intermittent? Does it only occur at certain times of the day or during specific weather conditions? These clues may be important given the FTTN connection. Observe the speed over the next 24-48 hours. Note: If your speed has suddenly degraded overnight or your download speed is below 16Mbps and/or your upload speed is below 1Mbps, then call our Customer Service Team on 1300 880 905.  These two issues can be raised to NBNCo without further delay.

Step 4 - Isolate Your Router

During the testing, we need to ensure that your router is isolated at the primary point. This means removing any filters or splitters that may be on the line. Also, it may be worth noting down how many phone points there are in the premises. Multiple phone points can dramatically reduce the broadband signal which can significantly decrease speed and increase dropouts. As the broadband frequency hits the intersection, the signal dissipates slightly as it splits off into multiple directions.

By the time the signal reaches the router in the kitchen, it's considerably less than it was when it first entered the premises. This is why it's very important to get a licensed cabler to remove the extra points. This means there is 1 straight path for the broadband signal, resulting in no degradation. Customers have reported their speeds improving 30Mbps or more with the removal of the additional points. Obviously, each case is unique, but removing the extras will improve speed and dropouts.

Step 5 - Try new cables & modem

It's always best to rule out internal equipment by testing another router and new cables. If the issue is still persisting, then it's time to call us so that we may raise a fault to NBN.

Raising a Speed Fault with NBN

This can be a lengthy process, depending on what's causing the issues. If your speed is above 25/5, then NBN may consider that acceptable. However, if your speeds fail to meet the minimum standards, then they will send out a technician to investigate. The technician will notify us of the issue. This can be a faulty router, a corroded pair, a pit filled with water, or quite simply, the line is too long.

I'm too far from the node, it's game over, right?

No! No, it's not. We will advocate on your behalf and NBN will thoroughly investigate the line length. If there are no faults on the line, then your case will proceed to nbn tier 2 team for further consideration. This means that they may consider a micronode or another form of broadband service such as fibre. It really depends on what service is most readily available. *Note: NBN do take long line length issues very seriously and they do work to resolving it. However, these faults take considerable time. We will update you through the whole process. 

We don't like NBN outages either so we are taking steps to minimise unscheduled outages.

How we plan to minimise unscheduled NBN outages:

We are now offering redundant links wherever possible as customer demand increases. Fibre cuts and mishaps occur. We know it's important to you that we try to offer back up links where we can. We also provide 24/7 internal support for network related issues, so our network department is always ready to go.

Keeping you updated is very important to us.

We streamline communication processes to report outages from tier 1 staff on the front lines. We also endeavour to post unscheduled outage information on our website and social media pages. Keeping you informed is our top priority.

Information on scheduled outages is often sent in advance. Unfortunately, scheduled maintenances need to occur, but if your connection experiences frequent maintenances, let us know. We will look into the reasoning for them. Frequent NBN scheduled outages are usually associated around tower upgrades on fixed wireless, however that's not always the case. If you have any questions about an upcoming or recent outage, please do not hesitate to call us on 1300 880 905.

Having no internet connection is the pits. This guide will help provide some basic troubleshooting steps to help resolve the issue.

What to do if your new connection is not working?

New connections that aren’t working are usually either due to a cable configuration issue or a router configuration issue. It all depends on the type of connection you have. Check the chart below if you're unsure.

FTTP/Fixed Wireless no internet connection

These connections have multiple Uni-D ports located on the nbn installed device in your home. You can find the Uni-D ports usually on the bottom of the nbn installed device.

If you’re brand new to the nbn, your service is likely on Uni-D port 1. Simply plug the big blue or yellow ethernet cable into port 1 and then the other end goes into the WAN or Internet port on your router.

If you’re an existing nbn customer who has just switched to Aussie, then it’s likely that your service can be found on another Uni-D port. Try testing Uni-D port 2 by removing the ethernet cable from port 1 and plugging it into port 2. It shouldn’t take more than 5 minutes to establish a connection.

If this step does not fix the problem, then it may be a router configuration issue. We have a very helpful router guide: BYO router guide

Basic router configuration is as follows:

Protocol: IPoE (DHCP / Automatic IP / Dynamic IP)
VLAN: None/blank
Login: No login required
IP Address: Obtain IP address automatically

Restart both the NBN box and the router. If issues persist, check below for more information.

Other important observations:

For no internet connections that persist through troubleshooting, check the lights on your nbn installed device. FTTP a red Optical or Fixed Wireless and a red ODU will indicate there's a problem or an outage affecting your internet connection. Please check our support page for a list of outages or call us.

If these steps do not resolve the no connection, and the WAN/Internet light is off on your router, then please call our Customer Service Team on 1300 880 905.

FTTN/FTTB no internet connection

Ensure the router is plugged directly into the primary phone point with a good solid cable with no filters or splitters on the line. Check the DSL light. A solid DSL light means the internet should be working. If the no connection persists, try using another ethernet cable for wired connections or check to see if WiFi is enabled. The WiFi should blink frequently with activity.

A flashing DSL light means there is no sync on the line. This may mean that the router requires further configuration. Check out our BYO router guide for more information.

Basic router configuration is as follows:

Protocol: IPoE (DHCP / Automatic IP / Dynamic IP)
VLAN: None/blank
Login: No login required
IP Address: Obtain IP address automatically

If the DSL light is off, or attempts to set up the router have failed, then please call our Customer Service Team on 1300 880 905 to further troubleshoot your connection issues. Sometimes, there are line faults that do need to be raised to the nbn. We can do this for you, just give us a call.

FTTC no internet connection

The router should plug directly into the nbn connection device at the premises. The nbn device should then be connected to the primary phone socket in the premises. Once that is done, you should see the RPF Link blink blue every second. This is the start up phase and should last about 5 minutes. Then, it will progress to the initializing phase where theLAN will blink 1-2x a second while a synchronisation process takes place. This can take up to 20 minutes. If at any time the LAN or the DSL lights drop, then there could be a problem with the connection.

If the nbn device looks connected, but there's still no internet connection, it's advised to check out our BYO router guide or call our Customer Service Team on 1300 880 905.

Basic router configuration is as follows:

Protocol: IPoE (DHCP / Automatic IP / Dynamic IP)
VLAN: None/blank
Login: No login required
IP Address: Obtain IP address automatically

HFC no internet connection

With the HFC connection, you have a nbn device with one ethernet port. To set up your router, you need to plug a good ethernet cable into the port and the other end will fit into the WAN or Internet port on your router. Then, you'll want to ensure that your router is configured properly. Please check out our BYO router guide

Basic router configuration is as follows:

Protocol: IPoE (DHCP / Automatic IP / Dynamic IP)
VLAN: None/blank
Login: No login required
IP Address: Obtain IP address automatically

For no internet connections that persist through troubleshooting, check the lights on your nbn installed device. No downstream or upstream lights on the device will indicate there's a problem or an outage affecting your internet connection. Please check our support page for a list of outages or call us on 1300 880 905.

During a power failure, the power supply with battery backup on your NTD will beep once and automatically switch over to backup battery power.

Once your battery power reaches 40% (roughly 3-3.5 hours) the power supply with battery backup will shut down to save the remaining 40% of battery power (roughly 1.5-2 hours). This saved power can be used to make emergency calls, if needed.

What happens when your battery reaches 40% power remaining?

The battery power indicator will likely flash and the power supply will begin to beep four times a minute. Once the beeping stops, the power supply with battery backup will shut down to save the remaining power.

I need to access the remaining backup batter power?

If you need to access remaining batter power after the power supply has shut down:

Press and hold the BATTERY EMERGENCY USEbutton for 2 seconds until the power supply beeps once and all 4 lights flash.

This should provide an additional 1.5-2 hours of power. Note: If you do this, you will not be able to turn the battery power off again until power is restored.

How long do battery backups last?

Battery backups will continually recharge until they reach the end of their life and need to be replaced, which is estimated to be 3-5 years.

Can alarms be silenced?

Press and hold the ALARM SILENCE button to temporarily silence or re-enable alarm sounds for 24 hours or longer.

Note: We recommend only silencing alarms when absolutely necessary as you will not be alerted when your battery is in need of replacement, missing, or running low on power.

You should see the following on the front of your unit:

If the power supply with battery backup is operating normally on power, then the systems status light will be green, and the battery power and replace battery lights will be off.

NTD battery backup alarms

This graph shows the different types of alarm sounds.

General Support NTP settings

NTP Settings for setting time on Computers

The NTP server settings for accessing Aussie Broadband's NTP server is ntp.aussiebroadband.com.au
The ip address is 202.142.142.241

For those interested, this server is setup as at stratum 2 level.

Email Support Port blocking

External Port blocking on Aussie Broadband's network

Blocked Ports

Outbound

TCP/25 (Except to our mail servers)

Inbound

• TCP/80
• TCP/443
• TCP/25
• UDP/135
• UDP/137-139
• TCP/UDP 11211

Port 25 blocking

From October the 24th 2014, all residential customers will have outgoing port 25 (SMTP) blocked. This will restrict customers from sending email directly to other locations on the internet. Customers will still be able to send mail via our mail server, mail.aussiebroadband.com.au

If you use an external mail server outside of the Aussie network, you won't be able to send email unless you are exempt.

What do I change my mail server settings to?

If you are sending mail directly from your connection, please change the outgoing server to mail.aussiebroadband.com.au

If your external mail server supports ports 587 or 465, you can use these, as we aren't blocking those ports.

Why are we doing this?

This action is being taken in response to the increasing amount of spam originating from our network. The majority of customers will not notice any change. This step is considered an industry accepted form of spam prevention and many other providers in Australia and across the world are also taking similar action against spam.

Will this affect me?

If you are using our mail servers to send email already, you will not be affected. This is about 99% of our customers.

Business customers with static IPs will be exempt.

Incoming mail will not be affected.

But wait! I can't change my outgoing port, and can't use the Aussie servers

If you still require outgoing port 25 access, please contact our Support line on 1300 880 905 to discuss options.

You’ve just received an SMS letting you know that the outage has been resolved and all services should return to normal.

But your router hasn’t come online and you’re not sure what to do. Here’s some tips and tricks to help get you going.

Perform a power-cycle

1. Turn the router and modem off
2. Pull the power-cord from the back of the router and modem.
• This ensures that there is no remaining power left in the hardware and allows it to properly perform a power-cycle. Sometimes when you simply turn off the hardware, it has some left-over power still in it and won’t actually turn off and power-cycle properly.
3. Wait 30 seconds to 1 minute
• This will get rid of any left-over power, once the power cord has been pulled out, and gives the router and modem an opportunity to power-cycle.
4. Plug the power-cords back into the router and modem
5. Turn on your router and modem
6. Give the devices time to reconnect, this can take up to 15 minutes.

Fixed Wireless

1. Turn the router and modem off
2. Pull the power-cord from the back of the router and modem.
• This ensures that there is no remaining power left in the hardware and allows it to properly perform a power-cycle. Sometimes when you simply turn off the hardware, it has some left-over power still in it and won’t actually turn off and power-cycle properly.
3. Wait around 30 minutes
• This will get rid of any left-over power
• FW may take a little longer to get back online and the 30-minute wait time has been known to help bring the device back online.
4. Plug the power-cords back into the router and modem
5. Turn on your router and modem
6. Give the devices time to reconnect, this can take up to 15 minutes.

If your hardware still isn’t working, have a look at what the lights on your modem mean. Just click on your connection type to get more info.

• FTTP
• FTTC
• FTTN/B
• Fixed Wireless
• HFC

Things still aren’t working? Before factory resetting your hardware, feel free to call our awesome Aussie support team on 1300 880 905.

It’s disappointing to see slower speeds than expected on your connection. Don’t despair! There are several factors that can play into slow speeds.  This guide will help make the investigation process a little easier.

How to Troubleshoot Slow Speeds

Step 1:

Run a speed test on our speed test site. Your results are attached to your account which our technicians can view when you call customer service. These results are forwarded on as evidence of a speed fault to nbn™.  *Please ensure nothing else is ultilizing the internet during the speed tests. This includes uploads, downloads, and streaming.

Step 2 :

Are these results on a wired connection?

• Yes - skip on to Step 3.
• No - WiFi Interference possibility. We must rule this out before raising a speed fault. There will be further troubleshooting steps for this soon.

Step 3:

Turn off the router, count to 10 seconds, then turn it back on. Test again. If the problem persists, continue on to Step 4.

Step 4:

Ensure there are no filters or splitters on the line. Try another cable or test another router if possible.

Step 5:

Check internal cabling. Count the number of telephone ports. If there is more than one phone port, consider calling an electrician to check the internal wiring. This can make a huge impact on both speed and dropout issues. Many houses have star cabling where the central line comes into the house then branches off into 2,3,4, and even 5 different directions. The broadband signal disperses down these extra paths which dramatically reduces performance at the primary point. Customers have reported speeds increasing up to 30Mbps after fixing internal cabling.

Step 6:

If the issue continues to persist, or if a new issue develops such as dropouts, please call our Customer Service Team on 1300 880 905. *For speed degradation issues, please call our Customer Service Team as soon as possible so that we can raise a fault.

Troubleshooting with our friendly team:

This will involve a couple of line tests to detect any errors and information gathering. If it’s unclear where the issue may be, then you may be asked to troubleshoot with some ping and tracert tests. We will send you all the information needed to complete these so that we can raise a fault to nbn™.  Customer service can also assist in any plan changes or speed potential checks.

There may be other reasons for your slow speeds that are out of our control. Long line length to the node can be an issue. We can troubleshoot this further! We have had great success in NbnCo actioning long line length faults. It is a long process, but they will send in technicians to determine the best course of action. This may result in a new micronode or a different type of service entirely. It’s not hopeless. We can help. Please call our friendly Customer Service team with any questions.

Need to run a speed test but aren't sure where to go?

We provide our very own speed test. The bonus to using our test is that your results get recorded to your account. This is extremely helpful when there is a speed problem with your service and we need to raise a fault to nbn™, Telstra, or Vocus. They want real results and we will be able to provide them easily for a smooth fault raising process.

Note: For the most accurate results, please use a wired connection to help rule out things like WiFi Interference. If you find your wired connection is achieving good speeds then you may have WiFi problems. To troubleshoot WiFi issues please follow this link.

To run a speed test, follow this link.

We offer static IP bolt-on as a $5 per month option for residential customers that require an IP address that won't change without notice. Static IP's are best used for services that require the local IP address to be manually configured in the router/device settings. This can include services such as mail servers, security cameras, and port forwarding. This bolt-on can be applied to an active service in the MyAussie, or by calling our sales or customer service teams on 1300 880 905.

Note: Our static IP bolt-on is already included in our small business plans for ease.

This guide will help troubleshoot dropouts on FTTN/FTTB/FTTC nbn™ connection.

What is a dropout?

Dropouts occur when your device loses connection. This can be a short hiccup or a lengthy loss of connectivity. There are different types of dropouts which require their own method of troubleshooting. First, you will need to narrow down which part of your network is experiencing issues.

Are all devices experiencing dropouts at the same time?

If only one device is experiencing the dropout, then it's likely to be an issue with that specific device. If the device is hard wired to the router, then double check the cables. Try a new cable. If the issue still persists, then you can try opening a command prompt (on a windows computer)

You can search for command prompt in the search bar or press the Windows key + R. This will open up a run box, and you simply type cmd and hit enter. Run the command prompt by clicking okay. If you know your router's IP address you can simply type PING (followed by the router IP) for a Netcomm this will be PING 192.168.20.1

To find the router IP, you can either look at the sticker on the router or type IPCONFIG into command prompt. The default gateway address should be your router IP.

If the Ping times out to the router, then the dropout issue is somewhere between the device and the router, or possible the router itself. If a wired connection, this may mean the cable is faulty. If this is a wifi connection, then WiFi Interference or Connectivity problems may be to blame. Please click here for troubleshooting WiFi.

Are the dropouts on a wireless connection?

If dropouts are occurring on a WiFi device, then you need to confirm if wired devices are experiencing the same loss of connectivity. If you're unable or if the problem is just WiFi related, then please follow this link for troubleshooting WiFi.

Internet dropouts that affect all devices on both types of connections

You've narrowed it down internet dropouts.

Step 1 - Keep a log of the dropout times, and for how long the connection remains offline. Also note down the steps you've taken to rectify the problem such as restarting the router.

Step 2 - Restart the router. This will give the connection a fresh start.

Step 3 - Ensure the router is isolated at the primary phone point. There should be no splitters or filters on the line.

Step 4 - Call Customer Service on 1300 880 905. They will check the stability of the line. If the line is unstable, a stability profile will placed on the service for further testing. This will need to be in place for 48 hours before we can raise a fault to NBN Co.

Step 5 - Test another router. NBN Co like to see two separate MAC addresses on speed and dropout faults. There is about a 40% possibility that the problem may be rectified with a new router if you only have 1 phone point (see step 6 for more details). *Note: This step may be crucial to an ongoing fault. We need to rule out that the router is not the culprit.

Step 6 - Check phone points. If greater than 1, it's recommended to call a licensed cabler to improve internal wiring. If you do not know where to find one, you can call an electrician to guide you to the right person.

Let's be real, is it worth fixing internal wiring?

Yes, 100%, absolutely. Internal wiring can cause dropouts and a potential massive loss in speed. Your connection will improve with the additional points removed.

If the dropouts persist through a stability profile, another router, and fixing internal cabling, then there is likely an issue with the line that nbn™ need to investigate. Please update Customer Service with dropout faults so we can resolve these as quickly as possible as we understand the frustration with connectivity problems. .

We understand that more and more people are working from home right now and some are experiencing issues with their VPN. Before calling our fantastic customer service team please ensure you disable ALG protocols* as outlined below, to eliminate it being a configuration issue.

Most modem/routers have the settings in a similar place, certainly true for Netcomm and TP-Link devices. If you are unsure where the ALG protocols are in the settings of your modem/router please refer to your device’s manual.

1. Sign in to your modem/router (192.168.20.1 for Netcomm NF18ACV)
2. Click on Advanced Setup > NAT > ALG
3. This should show a list of enabled protocols
4. Untick ‘Enable PPTP’
5. Untick ‘Enable IPSEC’
6. Untick ‘Enable RTSP’
7. Save changes

Also, please note most VPNs do not operate on ports that we block by default so unblocking your ports will be unlikely to help with the problem.

If the above configuration change doesn’t help with your VPN issue then please feel free to call us on 1300 880 905

We really appreciate your assistance with this, it helps us keep our call centre wait times under control during these trying times.

P.S. for those of you that want to know: *ALG stands for Application Layer Gateway and helps by facilitating the connection between your PC and your VPN server, through the modem itself. However, sometimes this causes more problems than it solves because it can mangle information in the process by rewriting it, which can cause some VPN end points to panic that details have been altered and react badly.

When connected on a service with (for example) a 100 Mbps interface speed, you should not expect that everything that you download from the Internet will be received by you at 100 Mbps!

There are many factors that will affect your actual speeds (what you will see on a speed test). These include:

• The type and source of the content being downloaded; i.e. the website, server and protocols in use
• The performance of infrastructure not operated by Aussie Broadband; this includes the parts of the nbn™ network or wholesale infrastructure
• How your device is connecting to the internet; if using WiFi you may experience slower speeds than if you are connected via an Ethernet cable
• Any service impacting faults that have or have not been reported to Aussie Broadband
• Any limitations of the end user's local network that may or may not have been reported to Aussie Broadband; this includes, but is not limited to, data cabling, bridged networks and number of locally connected devices
• The technical limitations of your nbn™ connection type;
• FTTB/N customers will be affected by their speed potential (see below)
• Fixed Wireless customers may be affected by cell congestion
• HFC customers may be affected by network segmentation

For Home Ultrafast customers: We currently do not have any data on typical evening speeds, as soon as we do, we will update our FAQ with that information. There are a few factors that can impact users on fast speed plans.

• Hardware issues: Many routers/modems are not designed for top speeds over WiFi connections. To obtain the most out of your high speed connection, we recommend using an ethernet cable for your devices. If that is not possible, our recommended router is Google's Nest. Speak to our sales team if you'd like to purchase the from us.
• Typical evening speeds are dependent on CVC capacity. We are currently estimating them to be around 215Mbps. This measure is based on a lower speed tier and will be updated when more data is collected.
• This plan is available to all FTTP and a limited number of HFC customers.

For FTTN and FTTB customers there is a theoretical maximum speed known as your speed potential. This is determined by several factors as outlined below:

• Distance to the node
• Quality of the copper path including internal cabling
• Number of phone points at your premises
• Other devices connected to your phone points (ie. back to base alarms)
• Legacy copper services still active in your area ie ADSL, Fixed Phones, etc. (Co-existence)

Upon connection of a new FTTN/B service we will notify customers via email of their current speed potential and offer for them to adjust their plan without financial penalty if maximum speeds are unobtainable on their selected speed tier.

A DDoS attack is a type of cyber attack where the perpetrator disrupts an internet connection entirely. In short, the attacker uses the target's IP address, floods it with too many false requests which prevents the user from being able to access their internet for the duration of the attack. Afterwards, the victim may find that all their data was completely consumed in the attack.

I'm a victim of a DDoS attack, what happens next?

DDoS often are provoked attacks stemming from actions taken by the victim. The perpetrator is usually a known online acquaintance.  We take these attacks extremely seriously as it disrupts our network in the area of the occurrence. Other users on that POI are often affected. As such, we have a very strict policy to handle this situation.

This policy may change soon due to the IPV4 address shortage.

1st DDoS attack

Because this is the result of actions taken by the victim, the victim is given a first warning. We currently will offer to blacklist the IP address and issue a new one. We will also refund the data that was consumed in the attack.

2nd DDoS attack

The person is issued a second warning. We will offer to blacklist the IP address and issue a new one. We will not refund any data.

3rd DDoS attack

There are no further IP addresses issued and the case is forwarded on to management for an immediate service termination decision.

I know the identity of the perpetrator, what do I do?

Please forward the information on to us so we can investigate the matter further. DDoS attacks are considered illegal.

Working from home doesn’t need to be frustrating, hair-pulling, or migraine-inducing. No one needs that right now. We’re here to help calm those turbulent waters for a smooth sailing WFH experience with 4 simple tips.

VPN - Your workplace may require you to use a VPN (Virtual Private Network) to access their server. So, what do you do if it’s not working? Our technical experts recommend checking your router settings first to ensure that it isn’t causing your problems. Here’s a handy guide to help.

Speed - There are two types of common speed issues WFH people may encounter. For all speed concerns, we recommend running a speed test on our site first. Speed test results performed on our site will be recorded to your account to help our staff to troubleshoot your connection.

Device Related - Device related speed issues generally affect 1 device in your home. Other devices seem unaffected. This may be due to device priority in your router settings, if applicable. For Google Home users, this is a simple setting in your app called Priority Device where you can set which devices that require top priority (For example, your work laptop gets top priority and the kids’ tablet gets least priority). This will ensure your videoconferencing meetings run smoothly. If you’re unable to find this setting in your router, our team can help.

Server Related- Speed test results look great, so why is it taking ages to upload a file to a remote server? Sometimes the route your file packets take results in slower than normal speeds. This path may include international links. We do our best to maintain optimal links across the world, however, sometimes these can change without warning overnight. To help with troubleshooting, try to get the IP address of the server that you’re connecting to before contacting our team. We can assist with running a traceroute so our network operation engineers can determine if there is a better, faster path we can send your file as it travels to the destination server.

WiFi - WiFi can be beautiful or the source of many headaches. We have a guide to ease the pain. Give your WiFi a boost

Getting help from our team - Our team of technical experts are available to help any time between 8am and midnight AEST. You can contact them 3 different ways depending on what’s convenient for you.

Phone- 1300 880 905
1300 180 905
(07) 3059 8638
(02) 9994 0158
(03) 4310 3800
MyAussie Portal or App (includes fault logging) –
Live Chat (popups must be enabled)

Yes! You can download the Fetch app onto your smartphone or tablet. If you have purchased TV shows or movies, you can download them to watch even when you’re not connected to a network. Unfortunately, the Fetch app is not available for computers.

Yes! You will need to rent another box from us with the multi-room option, but you can connect up to 3 boxes on the same account. You will only need one Mighty, so your second box can just be a Mini, and it will be able to access all of the shows that you’ve saved to the Mighty.

• A Fetch box from a previous Internet Service Provider will not work with our service
• A Retail Fetch Box purchased from a store will work with our internet service, but you will need to order the Fetch service via Fetch directly.
• You can rent a Fetch box from us and setup a Fetch service via Aussie Broadband.

It’s important to note that we retain the right to any Aussie Broadband rental device, and should you decide to cancel your service with us, you will need to return it. Please be aware of that when purchasing movies or television shows. Once you exit the service, you will only be able to view
your purchased content via the Fetch app on a mobile
device.

To find out more information on Fetch click here.

What to do if your Fetch activation code failed?

If your Fetch activation code failed, then double check that you have entered your Fetch activation code in correctly.

If you are certain you have, then have your MAC address and Serial number handy and call customer service. They will update your account.

Note: Activation codes will not work with retail models, or Fetch devices from other service providers.

How to troubleshoot the Fetch black screen of death:

Step 1:

Check the power source. Is the Fetch plugged into the power? Try testing another power socket, or try testing a power socket not on a surge protector.

Step 2:

Ensure you have the correct HDMI source on your television. Most televisions will have several inputs so make sure you've selected the correct HDMI input. Test another input on your television or try an alternate cable.

Step 3:

Call customer service on 1300 880 905 to try to reset the device.

How to troubleshoot the Fetch Box locked error:

This error generally occurs if the Fetch device has been turned off for some time and is not connected to the internet.

In order to take a closer look at what’s going on, you should run the Fetch Internet Diagnostics scan.

To run the scan, simply follow the directions below:

Step 1: Press “Menu” button, then navigate to “Manage” then “Settings”.

Step 2: Press the “Paw” Button

Step 3: Navigate down to “Diagnostics”, then press the “Paw” button.

Step 4: Scroll down to “Internet”

This will run a series of tests that will check your WiFi or Ethernet Connection, your IP Address, your Internet Connectivity, and the Service Connection. Fetch only needs a speed of 3Mbps in order to operate. It is possible for it to be affected by issues such as WiFi Interference. If you discover that your WiFi is having difficulties, try moving the Fetch box closer to the router, or you can look into WiFi Extenders to reach difficult spots such as a far bedroom. For more information on troubleshooting WiFi related issues, see our help page here.

If unable to resolve the issue, please call customer service.

Help! My Fetch keeps buffering, what can I do?

Fetch buffering is a sign of WiFi or internet connectivity issues. In order to take a closer look at what's going on, you should run the Fetch Internet Diagnostics scan.

To run the scan, simply follow the directions below:

Step 1: Press "Menu" button, then navigate to "Manage" then "Settings".

Step 2: Press the "Paw" Button

Step 3: Navigate down to "Diagnostics", then press the "Paw" button.

Step 4: Scroll down to "Internet"

This will run a series of tests that will check your WiFi or Ethernet Connection, your IP Address, your Internet Connectivity, and the Service Connection. Fetch only needs a speed of 3Mbps in order to operate. It is possible for it to be affected by issues such as WiFi Interference. If you discover that your WiFi is having difficulties, try moving the Fetch box closer to the router, or you can look into WiFi Extenders to reach difficult spots such as a far bedroom. For more information on troubleshooting WiFi related issues, see our help page here.

This is the Fetch cable setup configuration guide that will help with plugging in your Fetch. The images below are taken of the back of a Fetch Mighty (on top) and the Fetch Mini (below).

What's included with Fetch?

You will find the following in the box provided with your Mighty or Mini:

1. A power cable for your Fetch device
2. An HDMI cable to connect Fetch to your Television
3. The remote

*Note* The following items are not included with your Fetch. They are optional and not required.

Optional Extras that you may wish to purchase:

Coaxial cable – For existing connections, simply unplug the coax from the back of your Television and into your Fetch box in the antenna input. Fetch will supply your free to air channels to your television.

Optical cable – you may choose to upgrade from your HDMI to an optical cable for the best resolution. Please ensure that your television has an optical cable input before purchasing from your local store.

Ethernet cable – you may wish to run a cable from your router directly to your Fetch device. A yellow or blue ethernet cable will do the job perfectly if you experience WiFi issues and your Fetch is relatively close to your router.
Again, these are optional extras that are not included with the Fetch devices. All cables can be found at your local hardware or electronics store.

To connect Fetch:

Step 1: Plug the aerial/coax into the antenna input.

Step 2:  Plug the HDMI cable in the HDMI output (or the optional Optical) into the Fetch. The other end should be plugged into an input on your television. Note: You only need either the HDMI or the Optical. You do not need both.

Step 3:
Plug the power into the red power input and the other end into a power point or surge protector.
Congrats, the cable configuration is complete!

How to troubleshoot the Fetch failed login to server error:

This error will likely require a phone call to customer service, however, there are a few reasons for receiving this error.

1. The device has not been properly provisioned
2. The service has been suspended
3. A foreign internet connection is being used (such as another internet service provider)

Customer service will confirm that the MAC address/Serial address on your device matches the one on our file. If the service is suspended, then the account will be unsuspended when payment has been made.

You can try rebooting the device to see if that fixes the issue, if not, please call customer service on 1300 880 905.

If the aerial is connected correctly and you're still experiencing issues with free-to-air channels, then the problem may be that the signal is weak in your area.

But, it works fine on my TV.

This is a common complaint. The weak signal strength is fine going directly to a single TV tuner. However, the Fetch mighty, for example, has 4 tuners. This means the weak signal is being broken down even further across 4 tuners.

What can I do to fix the problem?

Your best bet is to call a professional TV or Aerial technician. There are a number of reasons that may be causing your weak signal strength and they will be able to run a series of tests to find the culprit.
Some reasons for a weak signal include:

• Your antenna. They may be able to make a small adjustment to your antenna to restore your signal strength.
• They can determine the signal strength in your area and install a signal booster if needed.
• They can ensure your devices are set up properly.

TV signals closely resemble light waves. So, objects like hills, buildings, and tall trees can obstruct or even deflect the signals to create deep areas of little to no reception. This is very common and items like signal boosters can help.

Signal amplifiers and their accompanying power injectors, when installed correctly, are usually located in your roof, near the antenna. These are located away from your television to reduce the risk of interference affecting your devices. It's a good idea to seek out a professional TV technician to get the best results.

What if the signal booster causes TV interference?

You may be able to solve this problem by using another device such as a DVD player.

In this scenario, you will want to plug the aerial cable from your wall directly into the DVD player RF IN. Then, you will need to take a second aerial cable and connect it to the DVD player's RF OUT to your Fetch box's RF IN. Then, connect your Fetch box to your television like normal. This will help reduce interference. If you're still having trouble, call a professional TV technician to determine what's causing the interference and how to remove it.

Fetch multi-room magic can connect up to 3 devices in your home.

Benefits include: Sharing recordings, sharing channel pack subscriptions, sharing movie store rentals and purchases, and sharing TV store purchases.

To get started, Sharing Options need to be selected through Menu -> Manage -> Settings -> Multi-Room -> Options on each Fetch box.

Note: All Fetch boxes must be provisioned under the same household.

This will not work on multiple routers or IP address ranges.

Your router must be UPnP (Universal Plug and Play) compatible.

The Fetch record feature is available on the Fetch Mighty only.

The Mighty can record up to 6 shows at once on a 1TB hard drive that can hold up to 585 hours of SD TV.

Warning: Recording will cause usage to occur in the background. If you have issues streaming media, then you may have too many recordings occurring in the background.

Stopping Recordings:

On the remote:

1. Press the “Menu” button.
2. Use the arrow keys to navigate down the “TV” menu to “TV Guide”.
3. Use the arrow keys to locate the show / recording to cancel.
4. Press the “Paw” button.
5. Scroll to the on screen “Recording” option.
6. Press the “Paw” button.
7. Scroll to the on screen “Stop Recording” option.

Changing Priority of Recordings:

1. On the remote, press the “Menu” button.
2. Use the arrow keys to navigate to “My Stuff” then “Recordings”.
3. Press the “Paw” button.
4. Use the arrow keys to navigate to “Series Tags” tab.
5. Press “Paw”.
6. Use the arrow keys to navigate to a Series Tag.
7. Highlight the “Up” or “Down” arrows on screen, and use the “Paw” button to move the Series Tag “Up” or “Down” the priority queue. Changes made to series tag priority will take effect daily, at 6am.

Series Tag:

Series Tag allows Customers to Automatically record seasons/episodes when new content is released.

If series tag is on, customers will be prompted with an error while attempting to manually download something tagged – this is normal behavior.

Series Tag can be disabled within the Menu > My Stuff > Series Tag

Note: you can change the scheduling of series Tags

Fetch sells replacement remotes for $29.95. They ship remotes within 24 hours Monday-Friday, shipping to all Australia wide locations and P.O. Boxes. To purchase another remote, follow this link.

This Fetch setup guide will help you to get your Fetch online as quickly as possible.

Step 1: Connect to the Internet

Fetch requires an internet connection straight away. The onscreen Fetch guide will help you through connecting your device to the WiFi or ethernet. If connecting via WiFi, then scroll through the list of available networks until you find your WiFi network. If you are in doubt on which is yours, you may find that information on a sticker on your router. Select the WiFi network and enter your WiFi password. Fetch will notify you once the connection is established.

Step 2: Activation

Your Fetch device will arrive with an Activation Code. Simply enter the activation code using your remote. If your device fails to activate then click here.

Step 3: Give your device a name

You may wish to rename your Fetch device with the location such as Fetch-Lounge or Fetch - Bedroom. This is handy for those with multiple Fetch devices.

Step 4: Say hello to your remote

During this section, you can magically turn your remote into a universal remote enabling control of your television so there's no need to use multiple remotes. If you choose not to do this at this time, you can change it later under Remote Control Settings.

Step 5: Audio Settings

You can use either Stereo or switch to Surround Sound 5.1.

Note: Switching to surround sound can cause issues with HD playback on some TVs.

Step 6: Parental Pin

This is where you set up your PIN. The PIN must be 4 digits in length. Simply set a 4 digit combo that you'll remember, then re-enter the PIN a second time. Additional Fetch devices for Multirooms will also require the same PIN.

Step 7: Channel Scan

If you have plugged in your coax cable into your Fetch, then your device will attempt to find your channels. This will enable your free-to-air channels through your Fetch device and the Catch-Up TV function as well.

Step 8: Diagnostics

Fetch will complete the setup with running a diagnostics check. Once that's finished, you device will be ready to go. If any of these steps fail, then you can call customer service on 1300 880 905 for troubleshooting.

Performing a hard reset or factory reset on your Fetch box will clear all settings and remove any recordings you currently have on your Fetch box.

To perform a hard reset on you Fetch box:

1. Turn off your Fetch TV box and wait at least 30 seconds, then turn it back on
2. As soon as your screen shows Preparing System, press Blue > Yellow > Green > Red on your remote
3. Keep pressing these buttons in the order above until you see the R or Paw light on the Fetch box start flashing red. This usually occurs after the screen turns off and on
4. Once the Fetch box restarts, you will need to enter your activation code and complete the setup process

Performing a soft reset on your Fetch box clears all settings, but won't remove any of your recordings.

To perform a soft reset on you Fetch box:

1. Turn off your Fetch TV box and wait for at least 30 seconds, then turn it back on
2. Within 2 minutes of restarting your Fetch box, press Red > Green > Yellow > Blue on your remote
3. Keep pressing these buttons in order until the R or Paw light on the Fetch box starts flashing red. This usually occurs after the screen turns off and on
4. Once the Fetch box restarts, you will need to enter your activation code and complete the setup process

No, Fetch uses a considerable amount of data, so it’s only available on our unlimited plans.

There is no minimum term for this service – it’s month-to-month.

To access Fetch, you will need an unlimited broadband internet connection through Aussie Broadband and either the Fetch Mighty or Mini PVR device, rented through us.

Fetch is a device that connects to your TV and gives you access to a variety of entertainment programs through your broadband internet connection. Here’s a quick list of Fetch’s great features:

• Never miss a moment of Live TV with Fetch’s pause and rewind abilities.
• Keep up with your favourite TV shows with Catch-Up TV on both free-to-air programs and pay TV.
• Receive 30 FREE pre-selected movies each month.
• Rent or purchase movies and the latest TV shows.
• Access Pay TV channel packs including specialty and world packs at a low subscription cost.

They both offer the same great entertainment packages, but the mighty can record 585 hours of SD Live TV and up to 6 shows at once! No need to debate which live TV show you’ll watch, the mighty covers it all.