NBN Frequently Asked Questions

How to get NBN™

When is NBN™ coming to my area?

You can check your address in our handy NBN™ coverage map. It pulls information directly from NBN Co, so it's updated as often as they update their systems.

Unfortunately we cannot provide any timeframes if the NBN™ rollout hasn’t commenced in your area. If you join our NBN™ Wait List, we’ll let you know when you can get NBN™.

Alternatively, you can become a Westnet broadband customer today and we’ll help you switch over as soon as NBN™ is available.

 

How do I get connected to the NBN™?

If NBN™ is available at your address, all you’ll need to do is pick out an NBN™ plan and sign up online, or give one of our friendly NBN™ experts a call on 13 19 60.

If you’re already with Westnet, you can select “Upgrade to NBN” in My Products > Broadband in MyAccount.

Remember: Moving to NBN™ broadband will not necessarily cancel your existing broadband and phone services. Once you've upgraded, please contact your existing provider to ensure your old services are cancelled, otherwise you may continue to be billed for them.

 

I already have NBN™. How do I switch my NBN™ provider to Westnet?

If you already have an active NBN™ Fibre or Fixed Wireless service connected at your address and you'd like to switch to a Westnet NBN™ plan, please call our Sales Team on 13 19 60 to arrange a Service Transfer. Once lodged, Service Transfers typically take less than 2 business days to complete, and downtime is typically less than 24 hours.

 

Can I keep my existing telephone number to use on the NBN™?

In most cases, we can bring your existing telephone number over to the NBN™ network. We ask about this when you sign up online. Alternatively, call our friendly Sales Team on 13 19 60 to discuss.

 

When will my address be eligible for NBN™ pre-order?

NBN™ pre-order allows you to pick out your Westnet NBN™ plan and lodge your order up to 6 months in advance so that as soon as NBN™ is available at your address, we can get the ball rolling on your connection ASAP.

If pre-order is available, you'll see the option when you check an address on our website.

Please keep in mind that the NBN™ rollout plan is subject to change as our wholesaler makes adjustments.

 

What information do I need to provide when I place my NBN™ pre-order?

Filling out an NBN™ pre-order is exactly like any other broadband order, so you'll need to supply all the information required to supply you with a service according to our Customer Relationship Agreement including a valid installation address, current contact information and valid payment details. Billing for your pre-ordered service will not commence until the service is installed and/or activated.

Once your pre-order is lodged, you'll receive a reference number on-screen and in a confirmation email sent the email address you supplied in your pre-order. You'll need this reference number to check on the status of your pre-order, so it's important to keep it in a safe place.

 

NBN™ Fees and Plans

What is the New Development Fee?

Effective 1 April 2016, the $300 New Development Fee (NDF) is charged for all NBN™ broadband connections in the following circumstances:

  • The first connection at a premises in a newly developed area i.e. a suburb with no pre-existing telecommunications infrastructure.
  • The first connection(s) at a premises in an establish area in the rare instance that a developer has increased the number of dwellings on the same plot of land e.g. demolished a single house and built a block of units.

Once the NDF has been charged at an address, it will not be charged again for subsequent connections, provided the number of dwellings at that address has not increased.

We pass on the full $300 NDF charge as billed by our wholesaler, NBN Co. These charges are clearly visible when applying for a service – they are also included in any Critical Information Summary for NBN™ broadband plans sold after 1 April 2016, and the Pricing Schedule of our Customer Relationship Agreement.
 

Can I change my NBN™ plan after I've signed up?

 

You can switch between our current NBN™ plans at any time. See Changing your broadband plan in MyAccount.

 

NBN™ Installation

How long does it take to get connected to NBN™?

Typically, NBN™ connections are completed within 2-20 business days - this varies depending on whether or not you've already had your NBN™ equipment installed as well as NBN™ technician availability.

 

What happens when NBN™ is installed?

If an NBN™ technician is required to visit your premises to install any required equipment or complete your NBN™ connection, we'll be in touch to book a suitable appointment with you. An installation is typically not required if NBN™ has been previously connected at your address.

The type of equipment you'll receive depends on the type of NBN™ being connected. Give our Connecting to the NBN™ article a read for more information.
 

Can I use existing wiring/smart wiring?

You may prefer to have internal network cabling installed at your address for your internet, especially if WiFi doesn't cover your house from end to end or you want to be sure you're always getting the maximum speed possible when transferring large amounts of data between devices in your home.

An NBN™ installation does not include additional home network wiring beyond the installation of the Network Boundary Point (typically the NBN™ Connection Box or first wall socket, depending on your NBN™ technology). You'll need to hire a registered cabler if you'd like to have any additional home network wiring installed.

 

NBN™ Hardware

Do I need equipment installed by NBN™?

If necessary, an NBN™ technician will complete a standard installation of the required NBN™ equipment at no cost to you. Please note that fees may be incurred for non-standard installations as determined by NBN Co. The technician will be able to advise these fees if this is the case.

Check out Connecting to the NBN™ for more details about the different types of equipment used with the different types of NBN™ services.

 

Will my current modem/router work with NBN™ broadband?

If you have NBN™ Wireless or Satellite, then you may be able to use the modem/router that you already own. We suggest that you check with its manufacturer to see if it is capable of supporting NBN™ broadband and VoIP (Voice over IP) services.

For some types of NBN™ Fibre, your modem may need to be VDSL2 compatible. Learn more.

Please note: You may be required to purchase an Westnet modem to be used with your Westnet NBN™ service. This requirement will be confirmed on-screen or over the phone when you sign up with us.

 

More about the NBN™

What will happen to my services when the legacy copper or cable network is disconnected?

The copper network will be disconnected approximately 18 months after NBN™ Fibre (FTTP, FTTB, FTTC or FTTN) is installed in an area. In NBN™ HFC areas, the existing cable/HFC network may also be disconnected. If you want to remain connected to the internet and/or continue to make telephone calls after this happens, you’ll need to upgrade to NBN™ broadband.

If your premises receives an NBN™ Wireless or Satellite service, your copper line will not be disconnected. You may wish to continue using a Home Phone (landline) service on this network.

 

How fast is NBN™ broadband?

There’s a lot to understand when it comes to NBN™ network speeds, so we’ve dedicated a whole page to it. Read more.

 

Will my medical alarm, security alarm, EFTPOS machine or fax machine work on the NBN™ network?

Many types of devices that are normally connected to phone lines (such as medic alarms, back to base alarms, EFTPOS machines, fax machines and more) can work over the NBN™ network, however please contact the service provider to make sure - you may need to order a specific type of phone service on the NBN™ network in order for these services to continue working.

Please note: Westnet does not offer a Priority Assistance service. If you have Priority Assistance or believe you may be eligible, please consider this before lodging your application.

We recommend you register any medical alarm services on NBN Co's Medical Alarm Register.

 

What does the Battery Backup unit do for NBN™ FTTP services?

Only NBN™ Fibre to the Premises (FTTP) and NBN™ Fibre Phone services can operate during a power outage, provided a Battery Backup unit was installed with the NBN™ equipment (this is optional to install at no extra cost when you sign up). Please note that  Westnet no longer offers the option of a battery backup unit as of 30 August 2017.

  • To use NBN™ Fibre Phone you will need a non-powered traditional telephone or telephone with a backup power supply connected to the voice port (UNI-V1) on the NBN™ Connection Box.
  • Access to the internet will only be available with a battery powered device (like a laptop) by connecting directly to the data port on the NBN™ Connection Box.
  • During a power outage, the battery will provide power for a limited period of time, a fully charged battery will last between 3 and 11 hours. If the battery is not fully charged, it may last for less than 3 hours.
  • You will need to maintain and, if necessary, replace the batteries for your battery backup unit. Westnet has some helpful DIY steps here.

For further information on battery backup please refer to the user guide supplied by NBN Co at the time of installation.