Your questions about nbn™ answered

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.

When can I connect?

Check your address to find out if the nbn™ is available in your area. If the nbn™ network is available at your address, you can order your service straight away. If the nbn™ network is not currently available at your address to can register your details and we'll be in touch as soon as you are able to connect.

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 Exetel nbn™ plan. This is pretty simple. We have 3 download speeds and 3 monthly data allowances to select from. Check out our range of plans here. Exetel nbn™ Plans.

Once you have signed up for your Exetel 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.

Can I pre-register for the nbn™?

Yes, if the nbn™ network is not currently available at your address to register your details and we'll be in touch as soon as you are able to connect.

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, Exetel 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 Exetel 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™ homes 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 Standard Plus nbn50.

Premium nbn100 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, Exetel 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. For more information about nbn™ speeds and factors that affect them, see about nbn™ speeds.

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 Exetel 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 Exetel 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 Exetel nbn™ customer, you can simply subscribe our Home Phone (VoIP) service via the My Exetel members facility. 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 is free of charge and may take between 10 to 15 business days depending on your current provider. During this time, you will not be able to receive incoming calls until the port is completed but you will be able to make outgoing calls.

If you cannot manage without your incoming calls during the transfer process, please contact us on 13 39 38 to discuss your options.

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 Home Phone (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 may apply with your current provider, for which you are responsible.

If you ordered an Exetel modem this will be dispatched with settings preconfigured for both your data and voice service. You can however configure Exetel’s VoIP service on you own VoIP enabled modem. Or contact our support team for help on 13 39 38.

We will send you a confirmation e-mail once your Home 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 need to be removed by your current telephone provider before you transfer your service to Exetel.

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 Exetel endeavours to connect your new service as quickly as possible, there may be many factors outside of our control.

Useful Document

  1. Preparing for the nbn™ Guide: Click here
  2. Preparing for the nbn™ Guide (Fixed Wireless): Click here
  3. Preparing for the nbn™ Guide (FTTB): Click here
  4. Preparing for the nbn™ Guide (FTTN): Click here
  5. Fixed Wireless Fact Sheet: Click here