Giving regional and remote Australia access to fast broadband

Will my existing phone and internet service be disconnected?

Premises connected to the nbn™ broadband access network via Fixed Wireless or Sky Muster™ satellite technologies won't be disconnected from their existing phone and internet services by nbn. When ordering an nbn™ powered plan in Sky Muster™ or Fixed Wireless areas, have a discussion with your phone and internet provider about your existing landline. Consider keeping the service active if you rely on the landline in emergency situations.

If you do decide to keep your existing service active, avoid bill shock and talk to your provider about reducing your existing service to voice only.

What happens in a power blackout?

nbn™ Fixed Wireless

Landline phone and internet services won’t work if there is a power outage at the nbn™ Fixed Wireless Tower, backbone network or within your premises. Restoring power to your premises with an alternative power option will have no effect if the nbn™ Fixed Wireless Tower is also experiencing power loss. You should consider keeping a charged mobile phone in case there is a power outage of any sort.

When ordering an nbn™ service in a Fixed Wireless area, have a discussion with your current provider about your existing landline services. If you have an existing copper phone line it is important to consider keeping it in service for emergency communications, especially if you don’t have good mobile phone coverage at your home or business.

Sky Muster™ (Satellite)

If there is a power outage at your premises, restoring power with an alternative power option will usually enable you to reconnect to the Sky Muster™ service. However, if one of the nbn™ Sky Muster™ satellite ground stations is also experiencing power loss, there may be further delays in reconnecting your service.

When ordering an nbn™ service in a Sky Muster™ area, have a discussion with your current provider about your existing landline services. If you have an existing copper phone line it is important to consider keeping it in service for emergency communications, especially if you don’t have good mobile phone coverage at your home or business.

How to register an unrecognised address

nbn consistently works with phone and internet providers to ensure the ‘check your address’ system is correct and up-to-date. If your address doesn’t appear when you ‘check your address’ on the nbn™ website, or if you have a property with more than one residence on it and you would like to request an additional connection, you need to contact your phone and internet provider. Your phone and internet provider can contact nbn, and can assist in making these changes.

To help with the process, we suggest you provide the following with your request:

1. Coordinates of the property you wish to connect.
2. Photos of the property you wish to connect.
3. Proof the property is occupied.

nbn™ Fixed Wireless installation process

nbn™ Fixed Wireless address confirmation

A key part of our website experience is letting people know when they can expect to be connected to the nbn™ broadband access network through the ‘check your address’ tool. This function includes a map showing coverage of the nbn™ access network. In some cases, the map will identify a property as having some nbn™ Fixed Wireless coverage, yet they’re not able to order an nbn™ Fixed Wireless connection from a phone and internet provider. Alternatively the map doesn’t show an area has coverage, yet the customer is aware their neighbour is connected, or they can see an nbn™ Fixed Wireless tower close to their property.

In cases like these, nbn can conduct an additional analysis to confirm the availability of access to the nbn™ Fixed Wireless service at their actual premises.

If you believe you would benefit from this service, and you would like an additional check completed, feel free to contact nbn.

Call: 1800 687 626
Email: info@nbnco.com.au

Please note, GPS coordinates of the property you are seeking to connect will be required before a check can be completed.

nbn™ local

nbn™ local has been created to help improve the customer experience on the nbn™ broadband access network for regional and remote Australia. With a nationwide presence, nbn™ local consists of community relations, media and stakeholder professionals. The team is dedicated to working with community stakeholders and groups to help ensure local problems are identified early and addressed as soon as possible.

The focus of the team is on educating residents and businesses about:

• The status of the nbn™ access network.
• What they need to do to connect.
• What choices they have when making the switch to an nbn™ powered plan via a phone or internet provider.

Don’t forget, your phone and internet provider should always be the first point of contact for any resident or business having issues with their broadband connection.