Help and Support

Find answers to commonly asked questions about nbn
Learn about the nbn™ broadband access network

As a wholesaler, we can only offer these speeds to the phone and internet service providers that you deal with on a regular basis. This means choosing the right speed and plan through your service provider is vital if you want to transform your online experience into something spectacular.

Make the most of your internet connection with these tips for your in-home set-up.

nbn is committed to providing access to fast broadband services throughout Australia. Our current plan is to take advantage of existing network infrastructure, and upgrade it to work with the rest of the nbn™ access network rollout.
The nbn™ access network is one of the most advanced technology projects in Australian history – but understanding how it gets to you is easy.

From the equipment you use, to the network itself, there are a number of factors that can have an impact on your internet experience.

Your questions answered
Immediate action:

If you have provided bank account, credit card, or gift card (iTunes/Coles) details to a scammer claiming to work for nbn, you need to:

  • Contact your bank or financial institution immediately.
  • Report the matter to your local police. You could also report your issue to the Australian Cybercrime Online Reporting Network (ACORN).
  • If you have provided remote access to your computer or financial information to a scammer, contact IDCARE on 1300 432 273.
  • To protect others, report scams to the Australian Competition & Consumer Commission (ACCC) via SCAMwatch.
Things to keep an eye out for:
  • If someone claiming to work for nbn has contacted you trying to sell you an internet or phone service and you’re in doubt, ask for their details, hang up and call your retail service provider to check if they’re legitimate.
  • Do not share your bank or personal details with an unsolicited caller or with those who door knock claiming to be from nbn trying to sell you an nbn™ service or seek payment for related services.
  • nbn™ approved technicians and workers carry enAble™ identification cards – always request to see this card before providing physical access to your address.
  • Never give an unsolicited caller remote access to your computer via the installation of programs such as Team Viewer.
  • nbn does not call you with automated assistance to advise you will be disconnected – we suggest you hang up the phone.
  • nbn is a ‘wholesaler’ – you will need to purchase an nbn™ powered plan through a phone or internet provider. We only accept direct payment from the public in certain circumstances e.g. switching technologies at your premises.

Australia is currently undergoing a digital transformation from a copper backbone network, to a fibre backbone network. This will affect the way you currently use your landline, particularly in a power outage.

Equipment connected over the nbn™ access network will not work during a power blackout. Below is more information about how each technology used in the nbn™ Multi Technology Mix (MTM) is affected by power loss.
The rollout of the nbn™ access network will involve new technologies and some existing devices may not be compatible with these at all times.
nbn is a wholesaler. When choosing a plan over the nbn™ access network from your service provider, be sure to ask about the average speeds you are likely to experience during peak times.
Learn
How to optimise your experience at home and office
Speed
You have a choice of speeds