Internet On FAQs

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.

You can read more about the nbn™ network in our Insights.

The nbn™ network may already be available at your address. You can use our ‘Check Your Address’ to see if the nbn™ network is already in your area, or see when it’s coming to your place with the nbn network Rollout Map.

You can also visit the nbn website and check to see if construction has commenced in your location. Sadly, we can’t provide any timeframes on when it will arrive if the nbn™ rollout hasn’t commenced in your area.

The best way to stay informed is to register for updates on the nbn™ so they’ll let you know how the rollout is progressing and when it will be available at your address.

Use our ‘Check Your Address’ service to see if you can get nbn™ at your place.

If our ‘Check Your Address’ service has advised that your address is ready to get nbn, congratulations! All you’ll need to do is choose an nbn plan and sign up, or give one of our experts a call on 1300 171 721. If it turns out you need a technician to visit and install some nbn equipment, don’t worry - we'll organise this for you.

Knowing which plan to choose is all about understanding how you use the internet, how many people in your house will be using it, and how many devices will be connected. Knowing this will help you decide what speed is best for you, and how much data you will need.

With Internet On, you get the flexibility of choosing either a monthly contract term, a 12-month contract or a 24-month contract term. Monthly and 12-month plans incur set up costs, whereas set up on a 24-month contract is free.

See the plan details for information on these costs.

Absolutely! It’s simple, whether you have a monthly contract or a 12-month or 24-month contract you may switch between our nbn plans at any time without incurring contract break fees.

If you wish to change your nbn plan, simply call our Customer Support team on 1300 171 721, or fill in a contact form.

Internet On is offering services at 3 speed levels, you can choose from 12/1 (12 download speed / 1 upload speed) for the regular browser, 25/5 for heavier users, or 100/40 for max speed, great for gaming and streaming.

Head to our Insights to find out more about speeds on the nbn™.

The broadband data in your plan is a measure of ‘how much’, be it information, videos, photos, music, is either downloaded to or uploaded on your device.

Broadband speed, on the other hand, is a measure of ‘how quickly’ this data can be downloaded to or uploaded on your device.

Here’s an example; let’s say your plan has high broadband data, but low broadband speed, and you would like to download songs. Having high broadband data means you can download more songs, but having low broadband speed means the songs will not download as quickly.

The more broadband data you have, the more songs you can download, and the quicker your broadband speed, the faster the songs will download.

Head to our Insights to find out more about speed on the nbn™ and data usage.

To keep an eye on your broadband data usage, you can sign in to your Customer Account on our website to access our handy usage meter. To help you out, we’ll send you messages when you reach 50%, 85% and 100% of your allocated data volume.

If you exceed your data allowance, you will be directed to your Customer Account where you have the option of purchasing a data pack or upgrading to a higher data allowance plan to cater to your usage requirements.

Internet On does not “Shape” your speed allocation when you reach your data limit. Shaping involves reducing customer speeds dramatically, generally to around 256 Kbps. We give you the option of purchasing very reasonably priced data packs because at Internet On, we like to make sure you’re better cared for. You decide what you would like to do with your service, the decision is yours!

Access is reintroduced on the first of each month, so you may decide to stay suspended if you have only a few days to go or just purchase enough to get by. Data Packs are available in 10GB for $5, 20GB for $8, 50GB for $15, 100GB for $25 and 200GB for $40.

To access your Customer Account, you don’t need a username or password!

To gain access to your Customer Account, simply go to the sign in page and enter in the e-mail address registered for your account. We’ll send you an e-mail with a token that will provide instant access.

Your Customer Account is the online gateway to your Internet On account, which allows you to view your account details, usage information, payment details, and plan details.

You can also make changes to your contact details, payment methods, pay your bills, and change your plans.

What happens on installation day depends on the type of nbn™ service being connected, and whether there’s been previously connected nbn™ equipment. We’ll stay in touch with you throughout the process via text or e-mail to make sure you always know what’s going on.

Read more about how nbn™ is installed at your address in our Insights.

On 1 April 2016, nbn introduced a New Developments Charge which is applicable to all nbn™ Retail Service Providers. If your home has been classified by nbn™ as a new development, Internet On will be required to charge you the nbn™ New Developments Charge, to the total of $300 (including GST), in order to connect you to your nbn™ service.

 If the charge is applicable to your premises, this amount will show on your checkout “pay today” total.

 This fee is passed through to you by Internet On, or by any other RSP, on behalf of the nbn and applies only to the first connection signed up for at a new premises that qualifies for the fee. If you are a tenant in the premises, you should consider discussing this fee with your Real Estate Agent.

Traditionally, to get your ADSL broadband internet connected you chose an Internet Service Provider (ISP). Now, 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™.

While we also do ADSL, we’re still an RSP!

We provide a Netcomm NF10W Wi-Fi modem router that will function for both ADSL2+ services and nbn VDSL2 services. nbn™ encourages all Retail Service Providers (RSPs) to register their VDSL2 equipment (hardware and firmware) with nbn™.

The modem supplied to you by Internet On has been certified and registered with nbn™, so it is guaranteed to work withyour connection. Our modems are also configured in advance and certified by Internet On to work with the specific nbn™ technology at your home.

We believe that the best option is to use our modem rather than your own, so we can ensure that your nbn™ experience with us is as simple as possible. To make sure that this is the best choice for you we have priced it at just about the lowest in the market for the device, having it configured to work with our plans and delivered directly to you. We also provide 24/7 Technical Support for the modem we supply.

If you are thinking of using your current modem, there is a chance that it will not work with your nbn™ connection even if the box states that it is nbn™ ready.

If you do want to use your own modem, you’ll need to check with the manufacturer to make sure that it is nbn™ ready and speak to us about having it configured to our network. There may be a small charge applied for the configuration.

With an nbn™ Fibre-to-the-node (FTTN) or Fibre-to-the-basement (FTTB) connection there are some important considerations in regards to existing copper infrastructure.

This pertains to the loss of existing land-line numbers and services you may hold. If you agree to proceed with the nbn™ order, you agree to forfeit any existing landline numbers. Please note, this is important, these numbers are not recoverable and Internet On is not liable for loss of these numbers.

This means you will lose the ability to use a PSTN voice services which allows you to make and receive phone calls including emergency and medical priority services.

If you have a Fibre to the Premises (FTTP) connection, nbn allows each area serviced by the nbn™ fibre network 18 months to switch to the new network. During these 18 months you can still use your copper phone connection if you wish. nbn will advise you when the 18 months has passed, and the old network is being switched off. At this time, you must connect to the nbn™ network to maintain a broadband and phone service.

At this point in time Internet On is not able to offer you a home telephone solution with an nbn plan. With nbn, home telephone services will be provided as VOIP (Voice Over Internet Protocol). We expect to be able to offer a bundled nbn solution for internet and voice in early 2017.

If you are after an ADSL plan, we have a bundled voice and internet solution available.

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