NBN Services Q&A

What is the nbn™?

The nbn™ network is Australia’s new high-speed internet network. It is being built to provide you with access to the fastest possible internet service (data and phone) wherever you live.

How do I connect to the nbn™?

NBN Co will let you know when your home has been connected via one of several technologies. Your home will be connected via either fibre-to-the-premises (FTTP), fibre-to-the-node (FTTN), fibre-to-the-basement (FTTB), fibre-to-the-curb (FTTC), Fixed Wireless or Satellite technology.

Once connected you need to choose your LocalCom nbn™ plan. We have two great-value unlimited plans to choose from. Check out our plans here. LocalCom nbn™ Plans.

Once you have signed up for your LocalCom nbn™ plan, we’ll work on your behalf with NBN Co to make sure the connection happens as smoothly as possible.

When will the copper network be switched off?

About 18 months after your area is first made ready for service by NBN Co, the old copper network will be switched off in your area. You will receive many notifications from NBN Co about the intended switch-off date.

What is the NBN Co New Developments Charge?

On 1 April 2016, NBN Co introduced a New Development Charge which is applicable to all nbn™ Service Providers. If your premises has been classified by NBN Co as a new development, LocalCom will need to charge you the $300 including GST NBN Co. New Developments Charge to connect your nbn™ service. During the process of activating your nbn™ service you will be informed by LocalCom that your premises has been classified as a new development by NBN Co and will be given the option not to proceed with your order.

Will all nbn™ premises receive the highest speeds?

Not all access lines (the line supporting your premises to the nbn™) can support all speeds tiers. The fastest speed tier available for Fixed Wireless access line connections is NBN 50/20.

NBN 100/40 is available for only a limited number of FTTN, FTTB and FTTC connections.

It is not possible to confirm the maximum access line speed for any FTTN, FTTB or FTTC connection until after the service has been installed. Once a service has been installed and activated, the maximum access line speed will be tested. If your line will not support your chosen speed tier, LocalCom will inform you and offer to move you to a lower speed tier and refund any extra money you have paid for the higher speed tier.

Note that a speed tier speed represents only the theoretical maximum speed of the access line connecting your premises to the nbn™. The actual data transfer speeds that you experience, particularly during busy periods, may be limited by demand in other parts of the network and will typically be much slower.

Do I need a new modem for nbn™?

As nbn™ now uses multiple technologies such as VDSL2, we strongly recommend that you use our recommended WiFi modems. Our modems are configured in advance and certified by LocalCom to work with the specific nbn™ technology at your place. We are also able to provide full support. If you are thinking of using your current modem, there is a chance that it will not work with your nbn™ connection even if the box states that it is nbn™ ready.

What type of modem router do I need for nbn™ FTTN/B?

Your FTTN/B VDSL connection will require a modem router that is compliant with the nbn™ VDSL2 equipment specifications. Modem routers purchased from LocalCom are compliant and nbn™ registered.

If your VDSL2 modem router is not registered as compliant with nbn™, then nbn™ as the network supplier may, in some circumstances be unwilling to investigate or repair a fault associated with your service. In some cases, nbn™ may place a service into a Repair Profile and/or Suspend a service if they determine that the VDSL2 equipment is causing detriment to other services. It is not enough for a modem to just have VDSL2 support – it must support all of the required nbn™ features and have them switched on.

This is why we advise purchasing our recommended VDSL2 modem routers as these have been certified to work and are registered with nbn™. This means we can ensure your service works as expected and provide full support.

How do I organise for cabling to be repaired, or new cabling to be installed, if my premises needs it?

If you would prefer to shop around for your own cable technician, rather than use the network carrier technician to install or repair your B-side or internal cabling, make sure you use a Registered Cabler. To find the Registered Cabler nearest you, please visit http://www.registeredcablers.com.au/find-cablers

Will my phone still work when I switch to the nbn™?

NBN Co allows each area serviced by the nbn™ fibre network 18 months to switch to the new network. During these 18 months you can still use your copper phone connection if you wish. NBN Co will advise you when the 18 months has passed, and the old network is being switched off. At this time you must connect to the nbn™ network to maintain a broadband and phone service.

As an LocalCom nbn™ customer, you can simply get a new number or you can also port your existing phone number to your new VoIP service.

Can I keep my existing phone number?

Porting your current phone number may take between 10 to 15 business days to complete depending on your current provider. Depedning on the plan you choose any applicable porting charges could be waived off. During the last day of this process prior to porting completion, you may not be able to receive incoming calls or make outgoing calls for a short period of time until the port is completed.

NOTE: for FTTN, FTTB and FTTC connections, your current phone number it will be lost when your new broadband connection is activated. If you want to keep your existing number, we need to port the phone number to our VoIP service before your new broadband is activated.

To transfer your number, you need your current phone and supplier account number details when ordering. If you are currently on a contract for your telephone service, an Early Termination Charge (ETC) may apply with your current provider, for which you are responsible.

We will send you a confirmation e-mail once your Phone (VoIP) service is active. Once active you should check with your previous telephone provider to ensure they do not continue to bill you.

Some service transfers can be delayed or fail due to special call features which are attached to the current service. Special call and service features needs to be removed by your current telephone provider before you transfer your service to LocalCom. If you wish to you port without disabling these special features, there may be additional complex service port-in fee applicable.

How long will it take to hook up to the nbn™?

The time it takes to connect your nbn™ service will vary depending on a number of factors such as your location and the type of premises being connected and the availability of nbn™ field staff.

  • For fibre-to-the-premises (FTTP) 4 weeks if no nbn™ external box has been fitted your premises.
  • For fibre-to-the-premises (FTTP) with an external nbn™ box installed and fibre-to-the-node (FTTN) fibre-to-the-curb (FTTC) and fibre-to-the-basement (FTTB) between 2-3 weeks.
  • For Hybrid fibre-coaxial (HFC) 4 weeks.
  • 2-3 days if both internal and external nbn™ boxes have been installed for fibre-to-the-premises (FTTP).

The timing above may vary. Whilst LocalCom endeavours to connect your new service as quickly as possible, there may be many factors outside of our control.