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Broadband

We're Upgrading Your Broadband To Nbn

Where should my modem go inside my premises?

Once you receive your new modem, simply connect it to your existing telephone wall socket replacing your current ADSL2+ modem.

Do I require an appointment with a technician?

No, all the work will be performed remotely.

Will there be any interruption to my phone and internet service during the installation?

On the day of connection, there is likely to be an interruption to your phone and internet service as your service is transferred. If, after we’ve sent you a notification that the upgrade is complete and you find your service isn’t working, contact us.

Standard setup

What will happen to my other services that use my phone line?

If you have more than one corded handset, a medical alert service, a back-to-base alarm, or any other equipment that relies on your phone line to work, it will no longer work after once you the service has been upgrade to nbn.

If you have medical alarm, you should contact your service provided to discuss whether your device will continue to operate after moving to the nbn™ network.

What if I have a security alarm, lift phone or fire indicator panel?

Your service on the nbn network will not be backed-up by a battery, so in the event of a power outage, your home phone and broadband services will not work.  Accordingly, if you have any of the above services that rely on your home phone to operate, we recommend not moving to NBN until confirming your alarm is suitable.

GUIDES

This knowledgebase contains helpful guides which cover a wide range of topics.

CUSTOMER SERVICE

Call us on 1300 303 375 or log in to My Account and request a callback at a time that suits you.

  • 8:00am to 8:00pm weekdays
  • 9:00am to 5:00pm weekends and holidays

All times are Australian Eastern Daylight Time (AEDT)

NETWORK STATUS

Customers experiencing service difficulties should check our Network Status page for known issues before troubleshooting.

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