FAQs

Top 5 FAQs

When can I get the NBN, and how do I get connected?

The National Broadband Network is one of the largest infrastructure projects in Australia's history - we're upgrading Australia’s telecommunications infrastructure using the most cost-effective mix of technologies  set to make high-speed broadband available to 100% of Australian homes and businesses.

To find out when your home or business can be connected to services over the NBN, check your address.

If the NBN is available at your address, you can order a service from one of the phone and internet providers offering services over the NBN.

If the NBN is not currently available at your address, keep checking periodically -- the map is updated regularly to show the progress of construction in each area.

Where the network has been rolled out we'll also be in touch directly to let you know  your home or business is ready to get connected to services over the NBN.

 

How will the NBN benefit me?

The NBN is designed to provide the infrastructure for affordable high-speed internet and telephone access to all Australians.

With the NBN, you'll be able to access the benefits of high-speed internet, including:

  • making high quality video calls to stay connected with family and friends
  • accessing health services and interactive educational content online
  • working from home like you would at the office
  • getting the whole family online at once
  • downloading movies in minutes and streaming TV online.*

Plus you'll still be able to make phone calls using the updated technology.

* Your experience including the speeds actually achieved over the NBN depends on some factors outside our control like your equipment quality, software, broadband plans and how your service provider designs its network.

Do I need to switch to the NBN?

It's your choice whether you switch to the NBN, what services you take up and which service provider you use. If you don’t wish to move to the NBN ask your preferred service provider about other options.

However, in the areas where NBN fibre is being installed, it will replace almost all phone lines, ADSL internet, Telstra/Optus cable internet, and some Telstra Velocity fibre services, providing a new fibre optic network for residents to use.

So, when the switch-off of the above lines is announced in your area, you need to switch over to the NBN if you want to keep a landline phone or internet service, or make alternative arrangements for your phone and internet.

There are some exceptions – if your phone or internet is already provided over a fibre optic cable, or through a network provided by your building owner, these services may continue to be available. To confirm, please check with your service provider.

Likewise, if you use a cable internet service that's not from Telstra or Optus (such as TransACT or OptiComm), they won't be switched off as part of the NBN rollout. If you're not sure how your phone and internet is provided, it's best to ask your service provider.

Many phone and internet service providers are planning to invite their customers to switch over to NBN-based services. So you could ask your preferred service provider for more details about whether they can organise the switchover for you.

Once your new service is working, make sure your old service is cancelled. Speak to your service provider about your options – you may be able to move your existing plan to the NBN. If you’re under contract ask if there will be any fees that might be payable for ending your contract early.

 

Will it cost me anything to switch to the NBN?

You will need to contact your preferred service provider to purchase a monthly plan from a Retail Service Provider. A standard installation of NBN Co equipment (for fibre, fixed wireless and interim satellite) is currently free of charge and there’s a great range of competitive NBN packages available for purchase from a large number of service providers. Speak to your preferred service provider to see if there are any other charges such as set up or activation fees.

At the time you arrange your NBN service, your service provider might also invite you to purchase or rent a new router to help share your internet service around the different rooms of your home or business – but from a technical perspective this is optional.

If you're currently under contract with a provider and want to move to the NBN, ask your service provider if any fees might be payable if you end your contract early, or whether you can move your plan to the NBN at no charge.

Remember, NBN Co doesn’t sell direct to the public, so give your service provider a call to find out more.

Can I keep my phone number if I switch to the NBN?

"Number porting" rules will not change with the introduction of the NBN. NBN Co is not involved in allocating phone numbers – this is something that providers of phone services over the NBN arrange. To be sure you keep your phone number, ask your service provider to confirm that they will keep your phone number when you transfer your service over to the NBN.

For more information see ACMA's website for full details of number portability rules.

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