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nbn™

Are you really located in Australia?

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.

Do I have to switch to the nbn™?

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.

How fast is the nbn™?

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.

How is nbn™ internet delivered?

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.

I live in an apartment block. Will I have access to the nbn™?

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

I'm interested in the nbn™. Should I connect now or later?

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.

I'm renting, what do I have to do to get connected to the nbn™?

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.

New Development Fee Information

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

From 1 April 2016, the $300 New Development Fee is charged for all nbn™ broadband connections in the following circumstances:

  • The first connection at a premises in a newly developed area i.e. a suburb with no pre-existing telecommunications infrastructure.
  • The first connection(s) at a premises in an established area in the rare instance that a developer has increased the number of dwellings on the same plot of land e.g. demolished a single house and built a block of units.

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 the nbn again.

What are the main reasons customers choose Aussie Broadband?

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 the nbn™?

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.

Who Is Aussie Broadband?

Aussie Broadband Pty Ltd is a 100% privately owned and operated telecommunications carrier.  Our headquarters are in Victoria and our call centres are based in regional Victoria and Adelaide.


Aussie Broadband Pty Ltd 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.


We are one of Australia's largest privately owned independent telecommunication carriage service network.

Does Aussie Broadband operate its own network?

Both - we are a carrier in our own right and operate a national MPLS network with our own infrastructure in selected areas. We also provide services Australia wide through our wholesale partners.


Aussie Broadband has recently completed construction of dedicated links 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.

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 to see a larger version.

NBN Service Classes and what it means to you

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.


Description
Service Class 0 This is a location that will be serviceable by fibre to the premises (FTTP). You won't be able to activate the service just yet as the nbn™ are still running fibre between the pits. Aussie customers can pre-sign, but you will have to wait until the area is ready for service.
Service Class 1 Is a location that is serviceable by fibre, however no box on the outside or NTD (nbn™ box) on the inside have been installed. In other words, fibre has yet to be installed from the street or pit to the premises. You are able to order a service and an installation appointment can be made.
Service Class 2 The location is serviceable by fibre. The external devices have been installed, but no internal NTD's are in place yet. The technician will soon come to complete the install and move you to service class 3.
Service Class 3 The location is now serviceable by fibre. Both the external and internal devices have been installed. You can order a service and we can activate it within 1-5 business days.
Service Class 4 The location is planned to be serviceable by fixed wireless, but the tower is not live yet. You cannot activate a service or get an installation scheduled, but Aussie customers can pre-sign. You will have to wait for nbn™ to announce the area is ready for service.
Service Class 5 The area is now serviceable by nbn™ fixed wireless, but there is no infrastructure in place. Aussie customers will need to contact us to book an appointment for the installation of the antenna and the NTD (nbn™ connection device).
Service Class 6 The antenna and the NTD are in place. Service can be ordered and will be active in 1-5 business days.
Service Class 7 - 9 These are in regards to satellite services with nbn™. This type of service is not supported on the Aussie Broadband network.
Service Class 10 This location will be serviceable by Copper for FTTN/FTTB, but is not yet live. Customers can pre-sign with us, but nbn™ are still in planning stages. You cannot activate a service or get an installation scheduled yet.
Service Class 11 This means the location is now nbn™ ready and a service can be ordered. However, additional infrastructure work such as lead in and jumpering is still required to be done by NBNCo before we can connect you. You should ensure that internal cabling is in place as well as the conduit. Technicians will only run a physical cable and attach it to the home. FTTB will need to ensure nbn™ have access to the communications room. They should also check that there is an internal copper line running from the communications room to the apartment.
Service Class 12 The area is now serviceable and a service can be ordered and an activation date can be made. The activation is usually just a jumpering only appointment. The technician will not attend the home and will perform required work at the node.
Service Class 13 Jumpering has already been performed and the connection is nbn™ ready. Connections do not require any technician appointment and activation can take 1-5 business days.
Service Class 20 A premises that will be serviceable by the HFC network.
Service Class 21 A site that is serviceable by HFC but has no lead-in or NTD in place.
Service Class 22 The premises, which is serviceable by HFC, has a lead-in, but no wall-plate/socket or NTD installed.
Service Class 23 HFC premises with a lead-in and wall-plate in place but no NTD installed.
Service Class 24 The property is now nbn™ ready with a lead in, wall-plate, and NTD installed. Service can now be ordered.
Service Class 30 This area will be serviceable by FTTC.
Service Class 31 The premises is serviceable by FTTC, but does not have a lead-in yet.
Service Class 32 FTTC service that has a lead-in, but is not yet connected.
Service Class 33 Premises connected to FTTC is now connected, but an NCD (nbn™ device) is still required.
Service Class 34 The premises is now fully connected to the FTTC network. Appointments do not need to be made for activation. Activation can take 1-5 business days.

POI? What is it and where is mine?

POI and Network Diagram

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.

What is Fixed Wireless?

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. There will be a troubleshooting page coming soon.

What is FTTB?

FTTB or Fibre to the Building utilises fibre optic cable all the way to a shared point in the building’s communications room. From there, the connection travels along the existing copper lines to each customer most times. However, there are an increasing amount of apartments that are using FTTP. In this instance, there will be a nbn™ device installed somewhere in the apartment. It may be hidden away in a cabinet so it's best to investigate which connection that you will have.

What is FTTC?

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.



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.

What is FTTN?

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

What is FTTP?

FTTP stands for Fibre to the Premises. This connection has a nbn™ device installed at the premises which requires an nbn™ installation appointment. 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 150/100 and 250/100 available in most areas.

What is HFC?

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.

Are there any setup fees for your nbn™ internet plans?

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, the $300 New Development Fee is charged for all nbn™ broadband connections in the following circumstances:

  • The first connection at a premises in a newly developed area i.e. a suburb with no pre-existing telecommunications infrastructure.

  • The first connection(s) at a premises in an established area in the rare instance that a developer has increased the number of dwellings on the same plot of land e.g. demolished a single house and built a block of units.

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.

Can I add a VoIP home phone service onto my nbn™ Internet plan?

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.

Do I have to pay phone line rental on my nbn™ plan?

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 FAQ

What is Fixed Wireless Plus?

Fixed wireless plus is a new nbn speed tier designed exclusively to provide a best effort internet service for fixed wireless customers. Maximum speed potential of this plan is 60Mbps down/ 20Mbps up. Note: Speeds can be affected by a range of factors including line of sight to the tower, nbn cell congestion, and/or nbn backhaul congestion.

Does Fixed Wireless have a speed guarantee?

nbn guarantees this service will reach at least 25Mbps downstream and 5Mbps upstream at least once at any time during a 24-hour period. There is no peak evening speed guarantee.

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

 

Frequently Asked Questions about our new plans

Frequently Asked Questions about our plans

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.

nbn™25 100GB, 500GB, Unlimited
nbn™50 100GB, 500GB, Unlimited
nbn™100|20 100GB, 500GB, Unlimited
nbn™100|40 100GB. 500GB, Unlimited
nbn™250* Unlimited

*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.

What are the theoretical maximum internet speeds on the nbn™?

What speeds do I need?

Each nbn™ speed tier is 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 more popular speed tiers.
Label: nbn12 nbn25 nbn50 nbn100
Speed tier: nbn 12 nbn 25 nbn 50 nbn 100
Typical evening speed: 10 Mbps 22 Mbps 43 Mbps 83 Mbps
Suitable for:

VoIP phone

Email

Singles and couples

Standard Video streaming

Music Streaming

Online gaming

Singles and couples

High-definition video streaming

Online gaming

Families with multiple devices

Large file downloads

4K (Ultra-HD) video streams

Online gaming

Multiple heavy users

Large file downloads

  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™100 - 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™250 - This ultra-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.
For other factors which will affect your speeds check out our nbn speed FAQ.

What features are included in your nbn™ plans?

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.

What is the minimum term for your nbn™ Internet plans?

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

What's a good internet plan for me?

What's a good internet plan for me?

It's nearly time to make the jump to the nbn™ and it's time to make a decision on plans. Here are some considerations to help to decide what's a good internet plan for you.

How do you use the internet?

Data Chart 100GB 500GB Unlimited
Email YES YES YES
Web Browsing YES YES YES
Facebook YES YES YES
Skype YES YES YES
Music Streaming YES YES YES
Online Gaming MAYBE YES YES
YouTube MAYBE YES YES
Netflix NO YES YES
Downloading TV/Movies NO MAYBE YES
Downloading Video Games NO MAYBE YES
 

Streaming?

Will you be streaming videos on Netflix, Stan, YouTube, or other similar services? A typical evening viewing in High Definition can run from 3GB to 11GB per night.

Gaming Consoles

Do you have any gaming devices? Online gaming itself does not use a lot of data, but unfortunately, most games on PlayStation and XBOX, or Steam, require a massive download before playing. This includes store bought games. Pop the disk into the console and the game will still require roughly a 4-5GB download. Game downloads can run from 4.7GB initially to 70-80GB overnight during massive updates.

Windows Updates & Mobile Devices Windows updates can use up to 11GB at times, while the biggest factor with mobile devices are programs that backup data and photos to the cloud.

Number of Devices

One last consideration will be how many devices connect to the internet in your home. 1-3 devices do not usually use up much bandwidth, while a good internet plan for more devices would be 50/20, 100/20, or 100/40.

Good Internet Plan Suggestion:

As a rule of thumb, light use with a moderate amount of devices will do well on lower plans such as the 25/5 100GB. Moderate to heavy Netflix streaming would do well on a 25/5 or 50/20 plan with 500GB to unlimited data. Heavy Netflix and gaming devices fair best on the 50/20 or 100/40 with at least 500GB data.

If you have any questions, please call our team on 1300 880 905.

Do I need an nbn™ Compatible Router for the nbn™ Internet?

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.

Do I need to be there for the installation of the nbn™?

If you have an appointment, you, or someone over the age of 18, needs to be there for the whole appointment, to let the installer in, and agree where the equipment should be located. Remember you have the right to have a say in where the equipment is located in your home, as long as it works in that location.

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

How do I get connected to the nbn™?

  • 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.

How fast can I get connected to the nbn™?

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.

Is the nbn™ available in my area?

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.

What hardware do I need when setting up a business on the nbn™?

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.

What if my nbn™ install goes wrong?

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.
  1. Remember a 7am-2pm activation does not require a technician at your house so you will not see the technician
  1. 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
  1. 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
  2. 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

When will my service be active?

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.

BYO Router Settings nbn™ Guide

The day has arrived and your nbn™ connection is now live, but before you can relax with a little Netflix, you need to set up your router. 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.

FTTC cable configuration

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™.

DSL Mode/Interface Type: VDSL

Internet Connection Type: Dynamic or IPOE or DHCP

No VLAN ID

Obtain IP Address Automatically

Enable SRA (if it's an option; may be under Advanced Settings)

*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. 

Router Settings for FTTN TP-Link

Router Settings for FTTN Tp-Link

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 or if it's extremely slow, please call Customer Service on 1300 880 905.

Asus Router Settings

Asus Router Settings

Asus Router Settings

Netgear - Please click on the images below to enlarge. 

Netgear BYO router settings

Netgear BYO Router settings

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. 

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.

Router Settings for FTTP, FTTC, HFC, Fixed Wireless

Netcomm NF10W setup guide

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.

Netcomm NF10WV setup guide

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.

Netcomm NF17ACV setup guide

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)


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 NF17ACV please click here.

Netcomm NF18ACV setup guide

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

Netcomm NF8AC setup guide

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

I can't see the WiFi network

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 the button on the top while the button is on the side for the Netcomm NF18ACV's.

  • 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)

    Enable Wireless if you can't see WiFi

    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.

    Can't see WiFi - Netcomm Walkthrough

    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.

    Can't see WiFi - Netcomm Walkthrough

    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.

  • What is WiFi? Get the most out of your WiFi

    WiFi connects wireless devices to the internet using radio waves transmitted by the router. All routers operate on the 2.4GHz frequency, but an increasing number are now offering 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.

    Why is my WiFi slow or dropping out?

    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. Dual band routers are now on the market offering a new, 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 due to the fact that 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. To fix this problem, you will need to log into 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

    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, 6, 11, or 13.

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

    Changing WiFi channel on Netcomm

    Tp-Link WiFi channel settings

    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.

    CG-NAT

    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.

    DNS Settings

    General Support DNS Settings

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

    DNS Servers
    Primary: 202.142.142.142
    Secondary: 202.142.142.242

    Do I need a username/password for my connection?

    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.

    How does Aussie Broadband notify their customers about outages?

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

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

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

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

    How to run a Ping Test

    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:

    Command Prompt Picture

    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?

    Pinging google

    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.

    I have a technical problem, what should I do?

    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]

    I've run out of data! How can I add more?

    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.

    IPv6

    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

    Username/Password request will prompt – enter in your login details. Username will be (admin) Password will be your original MyAussie Password

    Select Advanced Setup & Select WAN Service

    Remove any current entries within the table by checking the remove box and hitting the remove button

    Select Add followed by the Next button

    Select IP over Ethernet and click Next

    Ensure 'Enable IPv4 for this service' and 'Enable IPv6 for this service' are both enabled

    Obtain an IPv4 and IPv6 address automatically

    Select Tick Box for  ‘Dhcpv6 Address Assignment’ (IANA)

    Select Tick Box for   ‘Dhcpv6 Prefix Delegation’ (IAPD) //// WAN IPv6 Address/Prefix Length & Prefix Delegation/Prefix Length can be obtained from your ISP after they have been assigned to your service.

    Options are pre-filled here so proceed through the next few options via the ‘ Next Button x3 ‘ finally Apply Save

    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. For troubleshooting, please visit our Whirlpool forums. 

    Click here to join our IPv6 Beta program

    Multi Wan Load Balancing

     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.

    NBN FTTN Speeds - Troubleshooting Guide

    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. 

    NBN outages & what we're doing to minimise down time

    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.

    No internet connection

    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.

    Connection Type Definition How to connect your router
    Fibre to the Premises (FTTP) Fibre runs all the way to the premises. Your router connects to an nbn™ device installed inside the premises.
    Fixed Wireless An outdoor antenna is fitted to the roof and connected to an indoor nbn™ device Your router connects to an nbn™ device installed within the premises.
    Fibre to the Node (FTTN) Fibre runs to the node; copper lines are used to the premises. Your router connects to the primary phone point with no filter.
    Fibre to the Curb (FTTC) Fibre runs to the curb; copper lines are used to the premises. Your router connects to an nbn™ device that's connected to your primary phone point with no filter.
    Hybrid-Fibre Coaxial (HFC) Fibre runs to a node, then coaxial runs to the premises. Your router connects to an nbn™ device installed inside the premises.

    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.

    NTP settings

    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.

    Port blocking

    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

    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.

    Slow Speeds on FTTB/FTTN?

    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.

    Speed tests? How do I run a speed test?

    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.

    Static IP

    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 may be needed for services like mail servers, security cameras, port forwarding, etc where the IP address needs to be manually configured in the settings. This bolt-on can be applied during signup, 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.

    Troubleshooting Dropouts on FTTN/FTTB/FTTC

    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)

    command prompt search bar

    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. .

    What factors can affect the speed of my nbn™ internet connection?

    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 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.

    What is a Denial-of-service DDoS attack

    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.

    Still not found what you're looking for?

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

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    As of May 23, we’ve transitioned to Aussie Broadband Enterprise and retired the Wideband Networks brand. Don't worry! Other than the name, nothing has changed. We're still offering the same high quality enterprise services as always.

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