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.

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.

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.

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 can 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 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.

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 nbn50.

nbn100 is available for only a limited number of FTTB and FTTN connections.

It is not possible to confirm the maximum access line speed for any FTTB or FTTN 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.

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.

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.

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.

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.

How long will it take to hook up to the NBN?

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.

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