This FAQ will answer some of the more general questions you might have about your order, click a question below to fast-forward to a section.
Once your order is received our provisioning team will verify your order details, then perform some additional checks on your order.
After your order is verified we will create your account, which means you can now log into our Order Tracker (this usually takes about 24 hours from when you place your order).
Please see the table below for estimates on order delivery times, we recommend viewing the 'More Information' link that relates to your order type so that you may view specific information regarding your service installation.
Our delivery time frames heavily depend on infrastructure available at your address, please note that these are provided to be a guide only, and are based on our average delivery times.
|Order Type||Average ETA||More Information|
|Mobile||3-4 Business Days||Mobile Setup Process|
|Residential Telephone||1-5 Business Days||Telephone Setup Process|
|Business Telephone||1-5 Business Days||Business Phone Setup Process|
|Business VoIP||1-2 Business Days||VoIP Setup Process|
|Broadband Bundles||6-14 Business Days||Broadband Bundle Setup Process|
|Business Bundles||6-14 Business Days||Business Bundles Setup Process|
|NBN Bundles||9-24 Business Days (much faster with existing NTD)||NBN Setup Process|
At almost every step of the way we will keep you updated on your order, you should expect to receive emails & SMS from us when you order is submitted, and when it is completed.
Occasionally we may run into issues, this can happen at any stage of the install process. If this happens we will notify you via email, and one of our agents will call you ASAP to attempt to resolve whatever issue may have ocured.
Your first bill will be received shortly after the first service on your account activated. This bill will contain any upfront or setup charges for that service, as well as an alignment of charges to your 'bill period'. Some customers receive a bill before their entire order is completed. For example, a customer has ordered a bundle, and their phone was connected before the broadband. If a bill run is scheduled after this then you will receive an invoice for the active service.
You can read more information about our billing process here.
All times are Australian Eastern Daylight Time (AEDT)
Customers experiencing service difficulties should check our Network Status page for known issues before troubleshooting.