iiNet - connect better Skip to main content

Technical Support

Support & billing: 13 22 58


Sales: 13 19 17

Login to iiNet

Need help?

Are you an iiNet agent?

Login here.

Ajax actions in progress


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

Check availability at your address

e.g. 502 Hay St, SUBIACO WA 6008

Frequently asked questions

This article will answer some questions about the NBN, a 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?

The National Broadband Network (NBN) is a national network of 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 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 these flavours of NBN on our website.


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 is rolled out in your area you'll need to choose a Retail Service Provider (RSP) to get connected to all NBN-related products (including internet and phone).


When is the NBN coming to my area?

There is a handy coverage map where you can check to see if construction has commenced in your location. Unfortunately we won’t be able to provide any timetables if the NBN rollout hasn’t yet started in your area. Information in the rollout map is updated regularly, so keep checking! But the best way to stay informed is to join the NBN Wait List, we’ll let you know how the rollout is progressing and when it will become live in your area.

Handy Tip: The coverage checker map that is included on our website gathers information directly from NBN Co. (the organisation responsible for the installation of new NBN infrastructure).Therefore it is updated as often as they update their systems.


How do I get connected to the NBN?

So, you’ve checked your premises on the coverage map and everything seems NBN ready - congratulations! You’ll need to pick an NBN Plan so we can customise the right service for your needs. You’ll also need a site visit by a technician to complete the installation, but don’t worry, when you upgrade to the NBN with iiNet we will organise and manage this entire process for you. It’s easy, just give one of our friendly NBN Experts a call on 13 19 17.


What happens on installation day and what do I need to do to prepare?

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 to see what type of NBN connection you’ll need.


Does somebody need to be home on the day of NBN installation?

This depends on the type of NBN service being connected and whether there’s been previously connected NBN equipment. We’ll let you know if you need to be home, and for more information please see Connecting to the NBN.


What NBN bundles are available?

One of the great benefits of upgrading to the NBN 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.

NOTE: NBN Satellite is not eligible for Netphone.


Am I locked-in to a lengthy contract?

Upgrading to the NBN with iiNet doesn't have to be scary. We understand that when renting you may have a short-term lease, that lengthy contracts have been a problem in the past and that having that added bit of freedom is priceless.

Whatever the reasons, we've got you covered. With iiNet NBN you get the flexibility of selecting either a no lock-in contract term or a 24 month contract term. Take a gander at the table below to find out the key differences.

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)


Can I change my NBN Plan?

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 will apply if you change to a plan of equal or lesser value.

If you wish to change your NBN plan you can call us on 13 22 58. Our Billing Team is open 24-7 (exclusive of Christmas Day) so feel free to make the change when you feel it is necessary.


I have existing services. How does upgrading to NBN affect me?

Well, now that NBN is available in your area, you can easily transition to the new network and enjoy all the benefits waiting for you.

Typically the upgrade can be done with little to no downtime as the NBN incorporates new technology that runs on a different network. More often than not you can continue to use your existing services until the NBN and your equipment have been installed and your service has been activated.

If you are an existing iiNet ADSL customer you are eligible to upgrade to the NBN without any contract break fees and your existing ADSL contract will move with your NBN service.

Upgrading is simple, just call our expert Sales Team on 13 19 17 to find out how upgrading to NBN will work for you.

Remember, moving to NBN will not necessarily cancel your existing broadband and phone services. Once you have upgraded to the NBN, call your existing provider’s Billing/Accounts Department to ensure your old services are cancelled.


What if NBN is not available at my address?

Fortunately you can join the NBN waitlist with iiNet.

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

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

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


What equipment do I need?

An NBN technician will install the required equipment depending on your NBN product availability (Fibre, Fixed Wireless, Satellite), at no cost to you. All of these products will have a modem installed that will enable one device to connect directly to the active data port via an ethernet cable.

Just make sure that this device is capable of directly connecting via a Local Area Network (LAN). If you are unsure please consult with the device manufacturer. You may wish to use other equipment to customise your new NBN set-up to your needs which are explained later within this FAQ.

NOTE: Fees may be incurred for non-standard NBN installations. These fees will be determined by NBN Co. An activation fee of $79.95 is applicable if you select a no lock-in contract term when signing up with iiNet NBN.


How do I get a WiFi connection with NBN so I can connect other devices?

If you wish to connect multiple devices - mobile phones, tablets, laptops, game consoles - via WiFi then you will need an NBN-ready modem/router. This modem/router will connect to the active data port on the NBN Connection Box. Don't have a modem/router or your old one is on the fritz? iiNet can provide you with a WiFi modem when you sign up to a new NBN plan on a 24-month contract ($10 delivery fee applies).

Note: If you wish to use your own modem/router please check with your device manufacturer to ensure that it is WiFi and NBN compatible.


Will my current modem/router work with the NBN?

If you already own a modem/router then we suggest that you check with its manufacturer to see if it is capable of supporting the NBN. 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 a wired in-home network for your internet, especially if WiFi doesn't cover your house from end to end. Or if you want to be sure you're always getting the maximum speed possible when transferring large amounts of data between computers and other devices in your home.

The installation of the NBN does not include additional home network wiring beyond the installation of the Network Boundary Point (usually the NBN Connection Box or first wall socket, depending on your NBN technology). Any additional wiring is your responsibility. If you prefer to have this installed between rooms of your home, please contact a registered cabler for a quote. A list of registered cablers can be found here.



What do I do 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 an NBN service. Remember, even if you do not want access to the internet and just wish to continue make telephone calls you will need to switch to an appropriate NBN phone service.

NOTE: If your premises receives a Fixed Wireless or Satellite NBN service, your copper line will not be disconnected. It will still be serviced by the existing copper network.


Will my landline phone still work when I switch to the NBN?

This depends on the type of NBN connection available in your area. If NBN Wireless or Satellite services you area, your existing copper phone will remain connected indefinitely. For all other flavours of NBN, your existing copper connection will be disconnected approximately 18 months after the NBN passes through your area. If you want to continue to use a phone service you’ll need to connect to the NBN before disconnection occurs.


Can I keep my existing telephone number?

Yes, in most cases we can bring your existing telephone number over to the NBN. We understand that moving to a new network isn’t always easy so our technical gurus use a process called LNP (Local Number Portability in full) to remove the hassle. Just call our friendly Sales Team on 13 19 17 to discuss further.


Power outages, Battery Backup & your NBN service

Whether your NBN service will work in a power outage or not depends on the type of NBN service you are using, the equipment you have installed and if you elected to have a battery backup unit installed with your NBN service. Only our NBN Fibre (FTTP) and NBN Fibre Phone services can operate during a power outage. In order for your service to work in a power outage please be aware;

  • You must have an active battery backup unit installed. (This is optional and you can elect to get this installed at no extra cost when you apply for NBN Fibre with iiNet.)
  • To use NBN Fibre Phone you will need a non-powered traditional telephone or telephone with a backup power supply connected to the voice port 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 Co 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?

Prior to any installation work taking place at the premises, you’ll need to secure permission first. We recommend you speak to your property manager or landlord to obtain permission and if they have any questions – just point them to this friendly set of NBN FAQs!

It's good news for those renting in a share-house situation, as the NBN Fibre (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 premise, so one for each person - no more fighting housemates for quota!

Please note: NBN FTTB, FTTN and Satellite services only have one data port.


I live in an apartment block – will I have access to the NBN?

You sure will. Just check that your Body Corporate has registered to be upgraded to NBN so that the required design work can be completed. New housing developments are lucky enough to be installed with NBN services from the get-go.


Are the speeds provided by the NBN guaranteed?

The short answer is no. However there’s a lot to understand when it comes to NBN 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?

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. However you will need to order the correct type of phone service over the NBN to make sure they continue to work correctly.

As indicated earlier you may need internal wiring performed to ensure your device can operate through the NBN.

It's important you get advice from the device’s provider first before ordering your phone service over the NBN to ensure that it will work successfully. It is also important that you confirm the type of NBN that is required and that your device is tested to confirm it works on the NBN product available to you.

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



TransACT logo

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.

New Customers

Enter your address to see if this product is available in your area.

Already an iiNet customer?

Log into Toolbox below to add this product to your account.

New Customers

New Customers

Click below to sign up.

Already a Customer

Already an iiNet customer?

Log into Toolbox to add this product
to your account.

Checking your address

We're checking if this product is available at your address.
This process may take several minutes.

Your address: | Change