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You have NBN questions, and we have the answers.

Frequently asked questions

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.

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 do I need to do before the Fibre installation appointment?

Have a think about where you want the NBN connection box and power supply to be installed. We recommend:

  • Near your current internet (wireless) modem/router if you have one.
  • Near your existing phone or network cabling.
  • Near an accessible power point.
  • In a cool, dry, and ventilated area.
  • Away from busy areas where it may get knocked or damaged.

For more information on what you need to do before your appointment and on the day, check out our Installation Day guide and Before the installation date video.

What’s going to happen on the day of the Fibre installation?

We will always select the next available installation appointment that is convenient for you and will advise on confirmation of an approved order for your NBN technician appointment.

When the technician arrives at your property, ensure you check their ID before letting them inside to ensure they are a contracted NBN technician.

The technician will discuss with you where you want the equipment installed, and whether the requested work can be performed without charge. Installation might not be possible in some locations due to safety or other considerations such as the need for additional wiring.

If your building doesn’t already have a fibre-optic cable connected, running the cable into your premises may require the digging of a small trench, or if it’s coming from overhead, some minor clearing of vegetation. NBN Co (the organisation responsible for the installation of new NBN infrastructure) has a strict “leave it as it’s found” policy so there is no need to be concerned about any permanent damage to your property.

It might be necessary to move furniture inside your house a little to access the location you want the equipment installed. Some drilling through walls may be required, as well as some other holes to mount the equipment, so be prepared for a small amount of drilling noise and dust – again, the NBN technician will clean up afterwards.

If your premises already has fibre cable connected to a Premises Connection Device (PCD), standard installations normally take between approximately 2 and 4 hours. If your premises does not have fibre-optic cable connected then a standard installation could take between 4 and 8 hours.

If you request the NBN technician to perform a non-standard installation, more time may be required.

For everything you need to know for your fibre installation check out our handy guide and “What happens on Installation day?” video here.

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

Yes. You, or an authorised representative (someone you trust aged 18 or over) needs to be there for the whole appointment to let the technician in and advise where the equipment should be located.

What NBN bundles are available?

One of the great benefits of upgrading to the NBN with iiNet is that you can customise your own bundle. What that means is you can choose your own quota, speed, contract term and NBN compatible extras.

  • To pick the quota, speed and contract term that is right for you; check out our great plan options.
  • Interested in awesome value phone plans? Netphone (VoIP) is included with your NBN Fibre or Fixed Wireless plan at no extra cost. If you have complex phone services or might need to use your service in a power outage we have Fibre Phone or Home Phone to satisfy your calling needs.
  • Want to stay in touch with friends and family without being tied down? Our month-by-month mobile options could be right for you. Interested in handsets to compliment? Just look here.
  • An entertainment buff or just looking at getting more out of your TV-watching experience? We’ve got just what you need with iiNet TV with Fetch.

NOTE: Fibre Phone and iiNet TV with Fetch are only available on NBN Fibre. Netphone is only available on NBN Fibre and Fixed Wireless. Home Phone is only available with NBN Fixed Wireless and Satellite. Please check mobile coverage to ensure your requested area is serviceable.

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 have 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)
Full price on the purchase of a new broadband modem A discount on the purchase of a new broadband modem
No contract break fees Contract break fees apply. View our website to find out more.


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.

In most cases you can take your existing phone number and use it on your new NBN phone service.

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 awesome NBN Experts 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.
  • Broadband and phone bundles start from as little as $59.90 per month on our iiNetwork.
  •  Bundle your plan with iiNet TV with Fetch or an iiNet mobile plan for even greater value!

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.

Handy hint: All iiNet modems/routers are NBN ready! They’re also Netphone (VoIP) compatible. Check out their sleek curves and great features on our website.

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. If you also wish to use a Netphone (VoIP) service with your compatible NBN service please ensure that you confirm that your modem/router is also capable of supporting VoIP (Voice over Internet Protocol). If you are looking for a new modem/router to purchase that is fully VoIP and NBN compatible, iiNet offers some great options.

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 NBN Connection Box. 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.

More information about in-home wiring options

If you are considering buying a house in a new housing estate, NBN Co (the organisation responsible for installing the new NBN infrastructure) has a fact sheet about the wiring requirements for new premises in housing developments here.

What do I do when the copper network gets disconnected?

The copper network will be disconnected approximately 18 months after NBN Fibre 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 your NBN connection. For our Fixed Wireless or Satellite customers, your existing copper will remain connected indefinitely. If you have an NBN Fibre connection, then your existing copper connection will be disconnected 18 months after the NBN passes through your area.

If you’re on an NBN Fibre connection and you want to continue to use a phone service you’ll have to connect to the NBN before disconnection occurs.

To reward you for your excellent taste in NBN, we will include all your local and standard national calls through Netphone (VoIP). Add value to your Netphone plan by adding our $10 Mobile Call Pack or $10 International Call Pack. Just make sure your equipment is VoIP (Voice over Internet Protocol) capable. Please read further for more information.

If you feel that Netphone isn’t right for you our Fibre Phone packages start from $19.95 and include all your local and standard national calls as well as having between 3 and 11 hours of battery back-up when your power is not working (provided you have a non-powered traditional phone). Please note that battery life may last for less than 3 hours if not fully charged and you will need to request that a battery backup unit is installed when applying for NBN Fibre.

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 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.

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. There are a few things we need to check before bringing your phone number over, but leave that part to us. Just call our friendly Sales Staff on 13 19 17 to discuss further.

Connecting your existing phone to the NBN

In most cases you will be able to plug an existing phone handset or wireless base station directly into the NBN Connection Box and/or VoIP (Voice over Internet Protocol) input on your NBN-ready modem/router.

Don’t have a modem/router? We can help you out, just choose your desired option.

If you prefer to have internal wired phone sockets in several locations around your home, you can get them connected to the NBN Connection Box. Please note that this is your responsibility and a registered cabler must do this work.

You can find a list of registered cablers 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 Connection box comes 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!

This amazing set-up is not limited to just NBN Fibre. It’s also available on NBN Fixed Wireless. Sorry NBN Satellite customers, you'll have to wait for now.

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?

All speeds that have been quoted for NBN plans are the wholesale access speeds. This means that your plan will allow your connection to reach a maximum possible speed, for example, 100Mbps/40Mbps for a Fibre connection. This does not however guarantee that the devices in your home will be able to achieve the quoted speed, as the wholesale access speed only refers to the speed of the overall connection that runs to your premises.

Speeds is dependent on multiple different factors, such as:

  • Any modems/routers, switches or hubs connected to your NBN installation.
  • Your PC/laptop/mobile devices and their ability to handle the supplied speed.
  • If you’re using Wi-Fi to connect devices to the NBN.

While we will always make sure that you are getting the most out of your NBN connection, we are unable to guarantee that you will always receive the full speeds of your plan.

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.