FAQ

The National Broadband Network (NBN) is Australia's wholesale open-access data network that provides fast and reliable internet services to most Australians. The NBN is a government-owned corporation called NBN Co that rolls out and operates the network, which includes wired and radio communication components.

The NBN rollout is happening, so it's time to get connected. You can sign up right now by going to https://ainternet.com.au/nbn

You can contact support via phone 1 300 414 535 or chat https://ainternet.com.au/

8am - 10pm week days
8am - 8pm weekends

The transfer can take as little as 30 minutes and up to 1-3 days, depending on whats current and alreayd set up at the premise

You can check your service status at https://www.nbnco.com.au/support/network-status

Yes, but we have limited support with all non-Ainternet modems

No. You will be charge upon activation of your service and it will be pro-rated

The invoice  will always be sent every 25th of the month and it is due every 1st of the month

• An active internet connection. 
• A router to broadcast your internet as a WiFi signal. Most modems have this router 
  ability built in, but in some cases a separate router may be plugged in to a modem to 
  handle the WiFi. 
• A computer, laptop, smartphone or tablet that has a wireless network adapter. Most 
  modern devices have this built in by default – some computers may need to have a 
  wireless adapter installed. Alternatively, you could buy a plugin USB WiFi adapter from 
  any good computer store. 

• Yes. Your WiFi network must be set with a password. Without one, your WiFi network is open to anyone within range of your wireless signal. That means someone could 
  potentially use your data, change your modem settings or even access your VoIP phone 
  details (if applicable) and use it to make calls. 
• All modems sold by iiNet feature WPA/WPA2-PSK encryption passwords by default. Third 
  party modems may have no passwords used in their default WiFi settings, so please 
  check carefully when setting up your network. 

A typical WiFi signal has a range of roughly 30 metres, though this can be reduced by 
factors such as the ability of the modem/router, any walls or obstacles in the area, or 
other factors that may interfere with the wireless signal. 

See Improving your WiFi Signal to learn more. 

• When you move, you should leave any nbn-branded equipment behind, including any 
  power supply cords or other cabling. 
• Once it’s been installed, nbn equipment must remain at that address - it won’t work at 
  your new address. 
• We’ll make sure you have everything you need at your new place. If any equipment is 
  missing, we’ll help organise a replacement. 

You can keep your phone number in the vast majority of cases, except where: 

• It's a landline number attached to a specific telephone exchange and you move to an 
  address that’s serviced by a different telephone exchange 
• You move to a different geographical call zone/area code, e.g. interstate. 

We'll check if keeping your number is possible when you lodge your relocation. 

Sadly, we can't provide telecommunications services outside of Australia.  

For temporary overseas trips, we can help determine if keeping your account active for the 
duration of your trip would be more convenient and cost-effective than closing your account 
and re-opening it upon your return. 

Fibre Phone is not a Home Phone (PSTN) equivalent service.  

Yes, although there are some exceptions in very old phone handsets (rotary dial). 

Yes, Fibre Phone uses the same standard phone sockets (RJ-11) to connect handsets, however 
you will need to organise the rewiring of their internal phone wiring to the UNI-V phone port on 
the nbn Connection Box. If this is not done, you will not receive dial tone on any internal sockets 
besides the UNI-V phone port. As an alternative to having your house re-wired by an electrician 
- you may be happy with a cordless phone being plugged into the nbn Connection Box. 

No, copper phone lines cannot be reprovisioned in nbn Fibre areas. 

Fibre Phone is designed to have up to three handsets plugged into the same line using internal 
sockets in the house. Any more would demand too much voltage and may prevent your service 
from getting a dial tone. 

Phone numbers will only work at the address they’re initially supplied to. If you move house, 
unfortunately you won’t be able to keep the same phone number. 

The National Broadband Network (nbn) is an ongoing project to replace Australia’s ageing 
copper cable network with newer and more reliable technology. Initial plans were for an optical 
fibre telecommunications network, supporting both internet access and telephone calls, to 
replace the old network and reaching most Australians. A new satellite network would be used 
to reach a small percentage of Australians in very remote areas. 

The project underwent several significant changes since it was first announced in 2007, most 
notably the use of a mix of technology throughout the rollout instead of pure optical fibre. 
What has not changed is that the nbn still replaces the old copper network, with the latter being 
decommissioned within 18 months of each area across the country becoming nbn ready. 
Customers using the copper network to make and receive phone calls or to connect to the 
internet using an ADSL service, will be notified by their current provider as soon as their area is 
nbn ready, and again shortly before the old network is deactivated if they have not yet switched 
to a new nbn plan. 

Not everything about how you connect to the internet or make phone calls changes with the 
nbn, but the mix of technology used can make it confusing for people to understand exactly 
how the nbn works.

Most of the nbn uses optical fibre to send data via light pulses. The reason for the change is that 
optic fibre is capable of transmitting data much faster and reliably than copper cables. The 
internet has become more of an essential service to many people, and we are not only 
connecting more devices to the internet at once, we are also using new services and 
technologies that demand faster speeds. Copper cables and ADSL technology are only capable 
of a maximum potential speed of 20Mbps, though most ADSL users would know this was 
seldom possible. Depending on the connection technology used in homes and businesses, the 
nbn is capable of maximum potential speed of 1Gbps, or 1,000Mbps. 

For the readiness of your address, you will also see what nbn connection type has been used at 
your location. While they all connect to the same nbn infrastructure, how this happens, and 
what this means for you, differs. 

Fibre to the Premises (FTTP) 

The is the purest form of connection, with the nbn optical fibre line running all the way to the 
premises. An nbn connection box and power supply unit are usually installed inside the 
premises and your modem connects to this. This type of connection supports all speed tiers 
offered by nbn providers, up to a theoretical maximum speed of 1Gbps. 

Fibre to the Node (FTTN)

This connection type combines optic fibre and existing copper infrastructure. The nbn optical 
fibre network connects to a node that is installed outside the premises, with multiple nearby 
premises all connecting to a single node. The connection between the node and the premises 
uses existing copper cables, but always trying to keep the distance between premises and the 
node as short as possible. Your modem connects to your existing phone socket or jack, and this 
type of connection supports all speed tiers offered by nbn providers, up to a theoretical 
maximum speed of 100Mbps. 

Fibre to the Curb (FTTC) 

Similar to FTTN, but with multiple premises connecting to a Distribution Point Unit (DPU) 
installed in the street using existing copper cables. The DPU connects to the nearest fibre node 
using optical fibre. A nbn connection box and power supply unit are usually installed inside the 
premises and your modem connects to this. This type of connection supports all speed tiers 
offered by nbn providers, up to a theoretical maximum speed of 500Mbps. 

Fibre to the Building (FTTB) 

As the name suggests, this connection type is reserved for building and multi-unit residential 
apartments. A fibre node is installed in the building’s basement or communications room, with 
optic fibre connecting this node to the nearest nbn exchange. Each unit in the building connects 
to this fibre node using existing technology. This type of connection supports all speed tiers 
offered by nbn providers, up to a theoretical maximum speed of 100Mbps. 

Hybrid Fibre-Coaxial (HFC) 

If you have Pay TV or cable TV installed, part of this infrastructure could be used to connect your 
premises to the nearest fibre node using an HFC line. The node still connects to the nearest nbn 
exchange using optical fibre. A nbn connection box and power supply unit are usually installed 
inside the premises and your modem connects to this. This type of connection supports all 
speed tiers offered by nbn providers, up to a theoretical maximum speed of 1Gbps. 

Fixed Wireless

The above connection types are all referred to as Fixed Line Connections and are used 
throughout Australia’s largest cities and some nearby towns. Outlying suburbs and regional 
towns use Fixed Wireless technology. Optic fibre connects nearby transmission towers to the 
nbn, and these towers transmit data wirelessly to connected premises. An outdoor antenna is 
installed at the premises to both receive and send data to the nearby towers, with a nbn 
connection box and power supply unit installed inside the premises and your modem 
connecting to this. This type of connection supports all speed tiers offered by nbn providers, up 
to a theoretical maximum speed of 75Mbps. 

Sky Muster Satellite Service

Satellite connections to the nbn are used only for very remote premises, with a roof mounted 
satellite dish sending and receiving data from orbiting satellites. While this does now make it 
possible for properties that did not qualify for an ADSL connection to now connect to the nbn, it 
is still more limited than other connection types, with theoretical maximum speeds of only up 
to 25Mbps. 

NBN Co is the entity that was established to design, build, and operate the nbn. Although they 
manage all the nbn infrastructure, customers will very rarely interact with them directly. This is 
because connecting to the nbn –and by extension, connecting to the internet–and being able to 
make and receive phone calls is handled by nbn providers, such as Dodo.  

If you currently still have an ADSL connection and want to switch to nbn, you will arrange this 
through your current or new provider. nbn providers offer different kinds of plans for the nbn, 
so you should always begin by comparing plans and selecting one that most suites your needs, 
including the speed of your connection. For new nbn connections, a final bit of installation will 
still need to be carried out, but your provider will arrange for this to happen. 

Similarly, once you are connected to the nbn, any service disruptions would need to be followed 
up with your nbn provider, not NBN Co. The first step is always to check for any known outages 
on your provider’s Network status page before opening a support ticket with them.

Finally, the nbn doesn’t affect your ability to have a home phone for making and receiving 
phone calls. While this now happens using Voice over Internet Protocol (VoIP) technology, most 
current handsets support this technology, and the main thing that changes is that your handset 
would now plug into your modem, not the wall socket. The phone service is usually not active 
by default, but your nbn provider can easily activate it once you sign up for this extra service. 

Your phone and internet provider can guide you on how and what devices you need to connect 
to the new FTTP service, such as: 

Wi-Fi Modem/Gateways

Whenever you make a significant change to your internet connection, you should review your 
Wi-Fi modem/gateway (sometimes referred to as a router) to make sure it can handle the latest 
advancements in broadband technology. 

Check with your provider if your Wi-Fi modem/gateway can handle the speeds required for your 
new FTTP connection.  

Upgrading to a newer Wi-Fi modem/gateway can help boost your Wi-Fi speed, range, reliability 
and security.

The current iteration of Wi-Fi is Wi-Fi 6 and this is faster, more efficient and has the ability to 
provide a more consistent speed under complex conditions (noise, interference, or physical 
obstructions) as compared to older versions of Wi-Fi*.

When you change to FTTP check with your provider if they will provide you with a new Wi-Fi 
modem/ gateway. 
​
Other devices

Your premises layout can have an impact on the Wi-Fi quality across different areas and you 
may need to consider extending your Wi-Fi signal. 

Here are some options: 

• Mesh Network: A mesh network consists of multiple Wi-Fi nodes placed 
  throughout the premises that work together to create a more consistent Wi-Fi signal. 
  Mesh networks tend to be less affected by signal degradation as you move further away 
  from the Wi-Fi modem/gateway or by obstacles such as thicker walls. This is due to the 
  nodes expanding the network coverage throughout your premises.  
• Wi-Fi Extenders: A Wi-Fi extender is a device that extends your Wi-Fi signal via 
  re-broadcasting it deeper into your premises. They can be a good value solution if you’re 
  looking to improve Wi-Fi in one part of the property.  
• Wiring: A professionally installed wired connection, in most cases, can provide a 
  more consistent and faster internet experience than a Wi-Fi connection. To truly 
  maximise your internet speeds, consider engaging a registered cabler to install a wired 
  connection in your premises for critical devices. (e.g. Consider cabling between a nbn 
  connection box and a Wi-Fi modem/gateway or between a Wi-Fi modem/ gateway and 
  performance critical devices, such as TVs or office devices).  

Will equipment such as medical/ home or business security alarms, fire alarms, phone or 
VoIP, fax machines or EFTPOS machines for my business work on the nbn network after this 
upgrade? 

nbn recommends you contact your phone and internet provider, and your current device 
provider, about whether your services, and/or the compatibility of your devices will be 
impacted.

Yes. If you are renting your property, make sure that you have the landlord or property 
manager’s permission before the installation day.

The nbn approved technician may need to do work that will need their approval – such as 
drilling into the property walls.