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NBN FAQ

You have questions, and we have answers

How is the NBN installed? How will it affect your existing services? Get the low-down on this and much more below

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Frequently asked questions

This article will answer some questions about the nbn™, Australia's new national broadband network that includes a wide range of internet technologies.

If you have any issues with your nbn™ service, please see our troubleshooting guides on iiHelp.

Select one of the links below to jump to a query:

What exactly is the nbn™ network?

The nbn™ network is the national communications infrastructure currently being built on behalf of the Federal Government. It’s changing the way Australians access the internet, with superfast fibre, fixed wireless and satellite technology being made available to all Australians.

The nbn™ network is designed to replace or upgrade Australia’s existing, ageing copper network, which is no longer sufficient to support our growing demand for faster and more reliable internet connections. It will be delivered via nbn™ FTTP (Fibre to the Premises), FTTB (Fibre to the Building), FTTN (Fibre to the Node), Wireless and Satellite. You can read more about the flavours of nbn™ that we sell on our website.

Note: The iiNet Group does not sell nbn™ Satellite as of November 2013.

 

What are Retail Service Providers (RSPs)?

In the same way you can choose an Internet Service Provider (ISP) for your broadband connection, when the nbn™ network is rolled out in your area you'll need to choose a Retail Service Provider (RSP) to get connected to nbn™ services (including internet and phone).

 

When is the nbn™ network coming to my area?

We have a handy coverage map where you can check to see if construction has commenced in your location. It pulls information directly from nbn™ ltd., so it's updated as often as they update their systems.

Unfortunately we won’t be able to provide any timeframes if the nbn™ rollout hasn’t commenced in your area. The best way to stay informed is to join our nbn™ Wait List so we’ll let you know how the rollout is progressing and when it will become live in your area.

 

How do I get connected to the nbn™ network?

If our coverage map advised your address is ready to get nbn™ broadband, congratulations! All you’ll need to do is pick out an nbn™ plan and give one of our friendly nbn™ experts a call on 13 19 17. If it turns out you need a technician to visit and install some nbn™ equipment, don’t worry - we'll help organise this for you.

 

What happens on installation day?  Does

This depends on the type of nbn™ service being connected and whether there’s been previously connected nbn™ equipment. Give our Connecting to the nbn™ article a read for more information.

 

What NBN bundles are available?

One of the great benefits of upgrading to nbn™ broadband with iiNet is that our nbn™ plans are sold as bundles which include Netphone. You can also customise your bundle by selecting other iiNet services – just add your favourite eligible plans to your cart on our website or call us on 13 19 17.

 

What are the benefits of signing up on a contract?

With iiNet nbn™ broadband, you get the flexibility of choosing either a no lock-in contract term or a 24 month contract term. The table below outlines the differences between the two options:

No lock-in contract 24 month contract
$79.95 activation fee $0 activation fee ($79.95 waived)
No contract break fees Contract break fees apply. View our website to find out more.
WiFi modem not included WiFi modem included ($10 delivery fee applies)

 

What is the New Development Fee?

Effective 1 April 2016, the $300 New Development Fee is charged for all nbn™ broadband connections (FTTP, FTTB, FTTN and Wireless) 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 establish 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.

At iiNet, we pass on the full $300 NDF charge as billed by our wholesaler, nbn™ ltd, to new customers. For our existing customers, we absorb part of this fee and charge just $250. These charges are clearly visible when applying for a service – they are also included in any Critical Information Summary for nbn™ broadband plans sold after 1 April 2016, and the Pricing Schedule of our Customer Relationship Agreement.
 

Can I change my nbn™ plan after I've signed up?

You sure can! Whether you have a no lock-in contract or a 24 month contract you may switch between our NBN plans at any time without incurring contract break fees. A plan change fee of $29 may apply if you change to a plan of equal or lesser value.

If you wish to change your nbn™ plan, simply call us on 13 22 58.

 

I have existing services. How does upgrading to nbn™ broadband affect me?

Typically your address can be upgraded to nbn™ broadband with little to no downtime. More often than not you can continue to use your existing services until your new nbn™ equipment has been installed and your service has been activated.

If you are an existing iiNet ADSL customer, you are eligible to upgrade to an iiNet nbn™ plan without any contract break fees - your existing ADSL contract will simply roll over to your new nbn™ plan.

Upgrading is simple, just call our expert Sales Team on 13 19 17 to get started.

Remember, moving to nbn™ broadband will not necessarily cancel your existing broadband and phone services. Once you've upgraded, please call your existing provider’s Billing/Accounts Department to ensure your old services are cancelled, otherwise you may continue to be billed for them.

 

What if nbn™ broadband is not available at my address?

Fortunately you can join our nbn™ waitlist!

Once you’re registered, we’ll keep you up to date with the latest news, how the rollout is progressing and when it will become live in your area. Why constantly check for availability when we can do it for you?

The nbn™ network may be a little further away than you’d like, but why not enjoy the benefits of being an iiNet customer today?

  • When nbn™ broadband does arrive in your street, we'll let you know exactly what you need to do. Plus all of our plans are easily upgraded to nbn™ plans, so you'll be completely nbn™ ready.
  • We’re number 1 in customer service.
  • We have great value broadband, phone and mobile plans.

Check out our website for more details or give us a call on 13 19 17.

 

What equipment do I need?

If necessary, an nbn™ technician will complete a standard installation of the required nbn™ equipment at no cost to you. Please note that fees may be incurred for non-standard installations as determined by nbn™ ltd. The technician will be able to advise these fees if this is the case.

Check out Connecting to the nbn™ for more details about the different types of equipment used with the different types of nbn™ services.

 

How many devices can I connect to nbn™ broadband?

nbn™ equipment for Fibre to the Premises (FTTP) or Wireless broadband allows one device to be connected to the active data port via Ethernet cable. To connect multiple devices, all you need to do is connect an nbn™-ready WiFi modem.

For nbn™ Fibre to the Building/Node (FTTB/N) services, you'll need to connect a VDSL2-enabled WiFi modem to the wall socket used for your nbn™ broadband connection. A good example is kind of modem the TG-1 Broadband Gateway we sell - we've even gone the extra mile to get this model whitelisted with nbn™ ltd. so we know it'll work A-OK on the new FTTB/N technologies.

 

Will my current modem/router work with nbn™ broadband?

If you already own a modem/router then we suggest that you check with its manufacturer to see if it is capable of supporting nbn™ broadband. Remember you’ll also need it to be VoIP (Voice over IP) compatible to take advantage of Netphone.

 

Can I use existing wiring/smart wiring?

You may prefer to have internal network cabling installed at your address for your internet, especially if WiFi doesn't cover your house from end to end or you want to be sure you're always getting the maximum speed possible when transferring large amounts of data between devices in your home.

An nbn™ installation does not include additional home network wiring beyond the installation of the Network Boundary Point (typically the nbn™ Connection Box or first wall socket, depending on your nbn™ technology). You'll need to hire a registered cabler if you'd like to have any additional home network wiring installed. A list of registered cablers can be found here.

 

What happens to my services when the copper network gets disconnected?

The copper network will be disconnected approximately 18 months after nbn™ Fibre (FTTP, FTTB or FTTN) is installed in an area. If you want to remain connected to the internet and/or continue to make telephone calls after this happens, you’ll need to upgrade to nbn™ broadband.

NOTE: If your premises receives an nbn™ Fixed Wireless or Satellite service, your copper line will not be disconnected. It will still be serviced by the existing copper network for Home Phone (landline) services only.

 

Can I keep my existing telephone number to use on the nbn™ network?

Yes, in most cases we can bring your existing telephone number over to the nbn™ network. Just call our friendly Sales Team on 13 19 17 to discuss further.

 

What does the Battery Backup unit do for nbn™ FTTP services?

Only nbn™ Fibre to the Premises (FTTP) and nbn™ Enhanced Fibre Phone services can operate during a power outage, provided a Battery Backup unit was installed with the nbn™ equipment (this is optional to install at no extra cost when you sign up).

Please keep in mind:

  • To use nbn™ Enhanced Fibre Phone you will need a non-powered traditional telephone or telephone with a backup power supply connected to the voice port (UNI-V1) on the nbn™ Connection Box.
  • Access to the internet will only be available with a battery powered device (like a laptop) by connecting directly to the data port on the nbn™ Connection Box.
  • During a power outage, the battery will provide power for a limited period of time, a fully charged battery will last between 3 and 11 hours. If the battery is not fully charged, it may last for less than 3 hours.
  • You will need to maintain and, if necessary, replace the batteries for your battery backup unit. iiNet have some helpful DIY steps here.

For further information on battery backup please refer to the user guide supplied by nbn™ ltd. at the time of installation. A copy can be accessed here.

 

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

Prior to any installation work taking place at the premises, you’ll need to secure permission from your property manager or landlord. If they have any questions, just point them to this FAQ.

It's good news for those renting in a share-house situation, as the nbn™ Fibre to the Premises (FTTP) and nbn™ Wireless Connection Boxes come with four data ports (pictured as UNI-D below). This means up to four nbn™ broadband connections can be installed at a single premises, which means one for each person - no more fighting housemates for quota!

Please note: nbn™ Fibre to the Building/Node (FTTB/N) services only have one data port.

 

Are the speeds provided by the nbn™ network guaranteed?

The short answer is no. However there’s a lot to understand when it comes to nbn™ network speeds, so we’ve dedicated a whole page to it. Read more.

 

Will my medical alarm, security alarm, EFTPOS machine or fax machine work on the nbn™ network?

Many types of devices that are normally connected to phone lines (such as medic alarms, back to base alarms, EFTPOS machines, fax machines and more) can work over the nbn™ network, however please contact the service provider to make sure - you may need to order a specific type of phone service on the nbn™ network in order for these services to continue working.

Please note: iiNet does not offer a Priority Assistance service. If you are a Priority Assistance customer please consider this before lodging your application.

 

iiNet

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Welcome TransACT members

We are in the process of moving all TransACT Victoria customers onto the iiNet network. This means that you'll now be able to sign up for a great selection of iiNet products and services!

As an iiNet customer, you now have access to our great range of internet and voice services, as well as any new products we launch – this also includes any promotional offers! You will also continue to enjoy award-winning customer service from our dedicated support teams.

If you'd like to know a little bit more about iiNet, feel free to browse our website, or download our Welcome Booklet. Be sure to have a read through, to see how we can help you connect better.

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