NBN Plans / Fibre Plans - Questions & Answers.

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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.

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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.

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When will NBN come to my suburb?
NBN Co are committed to connecting 8.5 million premises across the country by 2020. You can work out when your place is scheduled to be passed by the NBN by visiting the NBN Coverage page.

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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), 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.

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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.

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Can I pre-register for the NBN?
Yes, 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.

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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 NBN Co. $300 inc. GST 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.

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Will all NBN homes receive the highest speeds?
NBN speeds tiers indicated are 12/1 Mbps, 25/5 Mbps, 50/20 Mbps and 100/40 Mbps. The availability of a speed tier is subject to service qualification. These speeds shown are the nominal network access port speeds. Actual internet data transfer speeds may vary.

12/1 Mbps, 25/5 Mbps and 50/20 Mbps speeds are deliverable over NBN Hybrid Fibre Coaxial (HFC), Fibre-to-the-Premises (FTTP) and Fixed Wireless infrastructure. 100/40 speeds are deliverable over Hybrid Fibre Coaxial (HFC) and Fibre-to-the-Premises (FTTP) infrastructure.

12/1 Mbps, 25/5 Mbps are deliverable over NBN Fibre-to-the-Node (FTTN) and Fibre-to-the-Basement (FTTB) infrastructure. 50/20 Mbps and 100/40 Mbps are deliverable to a limited range of Fibre-to-the-Node (FTTN) and Fibre-to-the-Basement (FTTB) connections.

The download and upload speeds stated are the maximum that each type of link can deliver and will rarely, if ever, be achieved by any user for all sorts of reasons. Exetel makes no guarantees of any kind or will be held liable for the actual speeds achieved by any individual user as we rely on our network supplier to ensure its services are provisioned to deliver optimum speeds at all times. Should you not be happy with the speed you are receiving, after Exetel has thoroughly conducted our troubleshooting processes, Exetel will allow you to cancel your service without penalty. Speeds are influenced by the following factors:

  • What’s happening on the NBN and Exetel networks at any given time.
  • The type of content being downloaded.
  • The connection method within the premises (wireless or fixed).
  • The number of people at your residence using the service at the same time.
  • The source of the content being downloaded.
  • Your network, operating system, hardware, software and software configuration.
NBN Co advise that there is a coexistence period for FTTN / FTTB products and ADSL services. This means that the Mbps minimum layer 2 bitrate speed is 12/1 for the coexistence period, and for the no coexistence period 25/5 Mbps. Therefore any speeds reached above these rates are deemed acceptable by NBN Co and not a fault condition of the product.

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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.

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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.

If your VDSL2 modem router is not registered as compliant with NBN, then NBN as the network supplier may, in some 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 STRONGLY 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.

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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 to Exetel ExeFone (VoIP) home phone service via the My Exetel members facility.

You can also port your existing phone number to your ExeFone service.

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Can I keep my existing phone number?
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 to Exetel ExeFone (VoIP) home phone service via the My Exetel members facility.

You can also port your existing phone number to your ExeFone service.

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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.

The following timings are an indication and should only be used as a guide.

  • 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) 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.

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Do I need central splitter?
A central splitter is a small device mounted on your wall to reduce interference caused by your internal wiring. If you require a central splitter this will be fitted by an NBN technician. Time and material charges will apply. Please refer to the Exetel Fibre Broadband Terms and Conditions under "Additional charges for fibre services that utilise a copper distribution network into the premises" for details.

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Useful documents
  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

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