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MyAussie

Changing your plan in MyAussie

MyAussie makes it easy to increase or decrease your speeds and/or data.

How you ask? We’ll show you!

  1. Open MyAussie and go to the 'Home' section.
  2. Find ‘Current Plan’ and click on the arrow next to the plan you would like to change.
  3. All the options available for that service will be displayed.
  4. Click on the speed and/or data you want changed. It will be highlighted in green when selected.
  5. Once you’re satisfied with your choices, scroll down and double check your plan details.
  6. If it looks good, scroll past 'Plan Details' to find two options. The first will allow you to enact the changes immediately by selecting ‘Immediate Plan Change’. The second will schedule the change for the next billing cycle.
  7. Note: When choosing an Immediate Plan Change, you will have to pay the difference between your current plan and your new upgraded plan.
  8. Once you're ready, click ‘Schedule Plan Change’.
  9. Leave the rest to us.

Checking Outages

In the ‘Home’ section of the app, scroll down till you find ‘Outages’. Click on the arrow next to it.

The page will show all of the outages that have affected your service, is scheduled to affect your service and/or are currently affecting you service.

Dark Mode

Dark Mode just make your MyAussie darker.

At the bottom of the ‘Profile’ section you’ll see ‘Dark Mode’ under 'App Preferences'.

Auto will automatically turn it on during the night and turn it off during the day.

How to report a fault

  1. To report a fault, you can either head to the 'Support' section and click on ‘Report a Fault’. Or

    Go to the ‘Home’ section and scroll down till you find ‘Fault’ and click on the arrow next to it, the next page will have an option to ‘Report a Fault’.

  2. Once you’ve clicked ‘Report a Fault’, MyAussie will automatically run a Self Test. If there’s something wrong with the service, it will let you know that there’s an issue and ask you to add some notes before raising a fault with us.
  3. Once you’ve raised the fault, a member of our team will get in contact with you via the app to help, so make sure you check the app for any updates.

Navigating Between Multiple Services

At the top of the ‘Home’ section, it will show you the current service MyAussie is providing information for.

You can switch between services by clicking on ‘Services’ in the top right-hand corner and clicking one of your other services with us.

The app will then show you information for the selected service.

Outage Communication Preferences

Click on the ‘Profile’ section in MyAussie. You’ll see your ‘Outage Communication Preferences’ and your current preferences. Update them by turning them on or off. It’s as easy as that.

Updating your contact details in MyAussie

  1. Head over to the ‘Profile’ section.
  2. Next to your details you’ll see a little pencil, click on it.
  3. Change the details that need updating.
  4. Once it all looks good, click ‘Update Profile’.

Need some extra time to pay a bill?

If you need a bit of extra time to pay the outstanding amount on your account, head over to the ‘Billing’ section and click on ‘Request a Payment Extension’ to let us know that you’ll need a bit of extra time.

Just let us know how long you’ll need and click submit; we’ll get in contact with you after that.

Paying a Bill in MyAussie

Paying a bill is easy. The ‘Billing’ section in MyAussie has everything you need to pay a bill.

Each billing month, the total amount due will be deducted from the Credit Card nominated on your account.

You can also setup a Direct Debit payment method by clicking on the little pencil symbol next to ‘Payment Method’.

If you need to pay with a different card, just click on ‘Instant Payment’, fill out the fields and click pay.

Where can I find my Invoices?

Head over to the ‘Billing’ section of the app and all your previous invoices will be in the ‘Transaction History’.

Fixed Wireless MyAussie Test Guide

Here’s a guide to the tests available to you and a basic outline of what each one does. Remember, this might just save you a phone call! If you notice service issues in the test results, you can then lodge a fault… right in MyAussie!!

Test: Kick Connection Description: This will clear the connection you have with us. It will not reset NBN. Generally, you will not need to do this. Use this if: You want to change your modem/router; kick your current connection, remove the old modem/router, plug the new one in and allow it to pick up a new connection.

Test: Loopback Test
Description: Sends small amount of data between us and you (and back again) to test that data is getting through in both directions.
If this fails: Turn off your NTD for 30 seconds and then turn it back on.
Raise a fault if: This test fails after restarting your NTD.

FTTB MyAussie Test Guide

Here’s a guide to the tests available to you and a basic outline of what each one does. Remember, this might just save you a phone call! If you notice service issues in the test results, you can then lodge a fault… right in MyAussie!!

Test: Kick Connection
Description: This will clear the connection you have with us. It will not reset NBN. Generally, you will not need to do this.
Use this if: You want to change your modem/router; kick your current connection, remove the old modem/router, plug the new one in and allow it to pick up a new connection.

Test: Line State
Description: This test is like a “Snapshot in Time” as the NBN node sees your connection in terms of its speed, stability, and line quality data details.
Raise a fault if: Stability returns any value other than Stable once a Stability Profile has been applied for 24 hours.

Test: Port Reset
Description: Resets the port on the node to allow a fresh connection.
Use this if: Your service is not in sync or is having low sync speeds.

Test: Stability Profile Description: If the Line State test returns Stability as Unstable this should be applied and kept on for 48 hours. The Line State should then be run again. Note: Applying the Stability Profile will drop your speed unfortunately, but it is a requirement for this to be applied for NBN to look into an Unstable service. Raise a fault if: Stability Profile has been applied for 48 hours and Line State is still showing as Unstable.

Test: Loopback Test Description: Sends small amount of data between us and your connection at the node (and back again) to test that data is getting through in both directions. If this fails: Turn off your modem for 30 seconds and then back on. Raise a fault if: This test fails after a modem restart.

FTTC MyAussie Test Guide

Here’s a guide to the tests available to you and a basic outline of what each one does. Remember, this might just save you a phone call! If you notice service issues in the test results, you can then lodge a fault… right in MyAussie!!

Test: Kick Connection
Description: This will clear the connection you have with us. It will not reset NBN. Generally, you will not need to do this.
Use this if: You want to change your modem/router; kick your current connection, remove the old modem/router, plug the new one in and allow it to pick up a new connection.

Test: Check Connection
Description: Checks the status of your connection. Can help identify dropouts or if the connection is offline.
Raise a fault if: Result shows not connected especially if the Loopback Test also fails.

Test: NCD Reset
Description: Forces your NBN Box to reboot.
Use this if: NCD Status is reporting a problem and the modem is connected and switched on.

Test: NCD Port Reset
Description: Resets the UNI-D Port on the NBN Box to allow the modem to attempt a reconnection.
Raise a fault if: Status is rejected and result fails.

Test: Loopback Test
Description: Sends small amount of data between us and you (and back again) to test that data is getting through in both directions.
If this fails: Turn off your NCD for 30 seconds and then back on.
Raise a fault if: This test fails after a restart of your NCD.

Test: DPU Status
Description: Checks that the NBN equipment in the pit outside your property is online.
Raise a fault if: Status is offline.

Test: DPU Port Status
Description: Checks that the Port on NBN equipment in the pit outside your property is receiving power from your NBN Box. Also shows the connected data rate.
Raise a fault if: Status is offline even after performing a DPU Port Reset, or if connected data rate is low after a DPU Port Reset.

Test: DPU Port Reset
Description: Resets the port on the NBN equipment in the pit that your NBN Box connects to.
Use this if: DPU Port Status is offline or showing a low connected data rate.

FTTN MyAussie Test Guide

Here’s a guide to the tests available to you and a basic outline of what each one does. Remember, this might just save you a phone call! If you notice service issues in the test results, you can then lodge a fault… right in MyAussie!!

Test: Kick Connection Description: This will clear the connection you have with us. It will not reset NBN. Generally, you will not need to do this. Use this if: You want to change your modem/router; kick your current connection, remove the old modem/router, plug the new one in and allow it to pick up a new connection.

Test: Line State
Description: This test is like a “Snapshot in Time” as the NBN node sees your connection in terms of its speed, stability, and line quality data details.
Raise a fault if: Stability returns any value other than Stable once a Stability Profile has been applied for 24 hours.

Test: Port Reset
Description: Resets the port on the node to allow a fresh connection.
Use this if: Your service is not in sync or is having low sync speeds.

Test: Stability Profile
Description: If the Line State test returns Stability as Unstable this should be applied and kept on for 48 hours. The Line State should then be run again. Note: Applying the Stability Profile will drop your speed unfortunately, but it is a requirement for this to be applied for NBN to look into an Unstable service.
Raise a fault if: Stability Profile has been applied for 48 hours and Line State is still showing as Unstable.

Test: Loopback Test
Description: Sends small amount of data between us and your connection at the node (and back again) to test that data is getting through in both directions.
If this fails: Turn off your modem for 30 seconds and then back on.
Raise a fault if: This test fails after a modem restart.

FTTP MyAussie Test Guide

Here’s a guide to the tests available to you and a basic outline of what each one does. Remember, this might just save you a phone call! If you notice service issues in the test results, you can then lodge a fault… right in MyAussie!!

Test: Kick Connection
Description: This will clear the connection you have with us. It will not reset NBN. Generally, you will not need to do this.
Use this if: You want to change your modem/router; kick your current connection, remove the old modem/router, plug the new one in and allow it to pick up a new connection.

Test: Check Connection
Description: Checks the status of your connection. Can help identify dropouts or if connection is offline.
Raise a fault if: Result shows not connected especially if the Loopback Test also fails.

Test: UNI-D Status
Description: Checks that your modem is plugged into the correct UNI-D port. There are four ports and only one will be active with your connection at Aussie Broadband.
Raise a fault if: You have tried two different modem/routers and the result is not displaying a MAC address for either.

Test: Loopback Test
Description: Sends small amount of data between us and you (and back again) to test that data is getting through in both directions.
If this fails:Turn off your NBN NTD for 30 seconds and then turn it back on.
Raise a fault if: This test fails after a NTD restart

Test: Port Reset
Description: Resets the UNI-D port on the NTD to allow the modem to retry for a connection.
Use this if: Your service is not in sync or is having low sync speeds.

HFC MyAussie Test Guide

Here’s a guide to the tests available to you and a basic outline of what each one does. Remember, this might just save you a phone call! If you notice service issues in the test results, you can then lodge a fault… right in MyAussie!!

Test: Kick Connection
Description: This will clear the connection you have with us. It will not reset NBN. Generally, you will not need to do this.
Use this if: You want to change your modem/router; kick your current connection, remove the old modem/router, plug the new one in and allow it to pick up a new connection.

Test: NTD Status
Description: Checks the status of your NBN Connection box. Can identify dropouts (Flaps) or if connection is offline.
Raise a fault if: If the test fails or if you have run at least two tests, 24 hours apart, and the second one shows an increased Flap count of at least 5 (for example, test on Monday shows 24 Flaps, test on Tuesday shows 29 Flaps).

Test: NTD Reset
Description: Forces the NBN Box to reboot.
Use this if: NTD Status shows errors.

Test: Loopback Test
Description: Sends small amount of data between us and you (and back again) to test that data is getting through in both directions.
If this fails: Turn off your NTD for 30 seconds and then turn it back on.
Raise a fault if: This test fails after restarting your NTD.

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