Information About the Service

Your Australia Broadband subscription is a broadband internet service on the National Broadband Network (nbn™). There is a limit of one Australia Broadband service per household. A private dynamic IP address comes standard with your Australia Broadband subscription.

What do I need in order to sign up for Australia Broadband on the nbn?

To sign up for Australia Broadband on the nbn, your home must be nbn ready. When you sign up, if your home has previously been connected to the nbn network, we’ll organize with the NBN Co Ltd (NBN Co) for the existing nbn connection to be reconnected.

If it is the first time your home is connecting to the nbn network, we’ll organize with NBN Co for an NBN Co technician to install the nbn equipment if it’s not already installed. A person over the age of 18 must be present during the NBN Co appointment and if you’re renting, you’ll need to get approval from the owner for the installation.

If you are using Fibre to the Node (FTTN) or Fibre to the Cabinet (FTTC) connection type, you’ll need an existing telephone line connected in your home. If you don’t have a telephone line in your home, the NBN Co technician will need access to your home to install a new line. If you are using a Fibre to the Basement (FTTB) connection type, the nbn equipment will be installed in your building. If your line is not connected to the nbn equipment, an NBN Co technician will require access to the communications infrastructure in your building to get you connected. You will need to notify your building manager to ensure they have access. Once the line is connected, the NBN Co technician may need to visit your home to make sure the service is working at the socket.

Do I need an nbn compatible modem?

Yes, you’ll need an nbn compatible modem to connect the nbn.

You can bring your own or to keep things simple, we recommend you purchase an nbn compatible Wi-Fi modem from Australia Broadband. All modem purchased from Australia Broadband are fully supported, include a 12-month manufacture warranty and are auto configured with your Australia Broadband nbn setting to allow you to plug and play.

What is my data allowance?

You can use as much data as you want, subject to our Fair Go Policy.

How long do I need to sign up for?

When you sign up, you’ll be on a month by month plan. You can cancel your Australia Broadband subscription by giving us 1 months’ notice.

Information About Pricing

Subscription Charges

How do I keep track of my usage?

You can keep track of your usage online by signing into your Australia Broadband account on our website at www.australiabroadband.net.au

How will I be billed?

You’ll be billed on or around the 1st day of each month for that month’s Australia Broadband subscription. You’ll need to pay your bill using direct debit from your credit or debit card.

What happens if I cancel my Australia Broadband subscription?

If you cancel your Australia Broadband subscription, we won’t refund any fees that you’ve already paid to us, including any upfront fees, even if you cancel before the activation of your nbn service.

If you request us to cancel your order before the activation of your service, you’ll be charged one month’s plan charge for your Australia Broadband subscription.

After your order has been activated, you can cancel your Australia Broadband subscription by giving us 1 months’ notice.

If you do not give us 1 months’ notice of (a) your cancellation, (b) your transfer of your nbn service to another nbn retail service provider or (c) you cease paying us for your Australia Broadband on the nbn subscription and we disconnect your service due to non-payment; your Australia Broadband subscription will be cancelled, and you’ll charged one month’s plan charge for your Australia Broadband subscription.

All unpaid charges will be direct debited from your credit or debit card on the date your Australia Broadband ubscription has been cancelled or shortly thereafter.

How fast is my nbn service?

FTTN, FTTC & FTTB speeds need to be confirmed when active. Actual speeds may vary due to many factors including type/source of content being downloaded, hardware and software configuration, the number of users simultaneously using the network and performance of interconnecting infrastructure not operated by Australia Broadband. Devices connected by WiFi may experience slower speeds than those connected by Ethernet cable.

Learn more about NBN speeds at:  www.australiabroadband.net.au/internet-speeds

Is my Australia Broadband subscription subject to a Fair Use policy?

All Australia Broadband services are subject to our Fair Go Policy. Prohibited Use includes using this service in a business or for any purpose or activity that is illegal, fraudulent or any other nature contrary to our Fair Go policy. Learn more about our Fair Use Policy

Do I need to pay any NBN Co connection charges?

Australia Broadband does not charge any activation or setup fees and standard nbn installations are completed at no cost to you.

Non-standard, additional or subsequent installations may require you to pay additional charges. If any additional NBN Co installation charges apply, we’ll let you know how much (normally $300) and get your permission before you’re charged.

Do I need to pay for the New Development Charge?

If your home is connecting to the nbn for the first time and it is located within the boundary of a new development area (as identified by the NBN Co), you’ll be charged an NBN Co New Development Charge of $300.

If the New Development Charges applies, we’ll get your permission before you’re charged.

Learn more about the nbn New Development Charge at: What is the NBN Co New Development Charge?

Other Information

Customer Service Contact Details

We’re available on 1300 023 354. You can also contact us at customercare@australiabroadband.net.au or visit our online Help & Support Centre at www.australiabroadband.net.au by clicking on Support. Learn more about our operating hours and contacts: How do I contact Australia Broadband?

Dispute Resolution Process

We’re not happy unless you are. Most issues can usually be solved by calling us on 1300 023 354. If you are dissatisfied with the outcome of your customer service request and wish to make a complaint, visit Our Complaint Handling Policy or please contact Customer Relations by email at customer.relations@australiabroadband.net.au

Our Customer Terms

This is a summary only. For Full legal terms visit our Customer Terms

Australia Broadband and the Australia Broadband logo are trademarks of Australia Broadband Pty Ltd (ABN 14 610 870 249).

nbn™ is a trademark of NBN Co Ltd and is used under licence.