Frequently Asked Questions | nbn™

• How do I change my nbn™ plan?

  We offer a range of flexible nbn™ plans to suit your household’s needs. If you’re looking to upgrade to a faster speed, good news — there are no service modification fees! Here’s how to make the switch:

  • Chat with us online via our website

  • Email your plan change request (with your account details) to customerhelp@bendigotelco.com.au

  • Call our friendly Customer Help team on 1300 228 123, Monday to Friday, 8:30am–5:30pm (AEDT)

• How do I choose the right nbn™ speed for my household?

  Not all speed options are available for every nbn™ technology — but here’s a guide to help you decide what suits you best:

  Basic: Great for singles or couples with low usage.

  Standard: Great for couples or small families with younger kids.

  Fast: Great for larger households and families with older kids.

  Superfast: Great for those looking for quick speeds and seamless homes.

  Ultrafast: Great for those who want the best; the fastest you can get.

• What can affect my nbn™ speeds and how can I improve my connection?

  Your actual internet speed can vary depending on several things, including your connection type, internal setup, and more. Some general factors that may be impacting your speed include:

  • Your router: It must be compatible with nbn™ and capable of high-speed connections. Older routers or those with limited Wi-Fi range may slow things down.

  • Wi-Fi setup: Poor placement or interference (walls, appliances) can weaken your signal.

  • Network congestion: Speeds may drop during busy periods due to traffic on local or international links.

  • Device load: Multiple users or devices can share and reduce overall bandwidth.

  • Software use: Apps or updates running in the background can quietly chew through your speed.

  There are also some connection-type-specific factors that may impact your speeds in addition to the general factors above. These include:

  • FTTB: Copper line quality, weather, distance from main frame

  • FTTN: Copper line length, quality, weather, coexistence with legacy services

  • Fixed Wireless: Weather, distance from tower, line-of-sight issues

  • Satellite: Weather at site or base station, congestion, signal blockage

  Note: You also might want to check your plan. Some older or grandfathered plans may offer different speed options.

  To improve your connection:

  A few simple tweaks can make a big difference:

  • Place your router centrally and away from thick walls or large appliances

  • Consider a Wi-Fi extender for better coverage

  • Connect via Ethernet for the fastest speeds

  • Turn off unused devices — too many connections can slow things down

• Do I have to switch to the nbn™?

  Yes. Once the nbn™ is available in your area, the old copper network will be phased out — usually within 18 months. If you haven’t switched by the disconnection date, your current phone and internet services will stop working.

  Make sure you switch in time to avoid any disruption!

• Do I need to pay line rental with my nbn™ plan?

  Nope! Line rental is a thing of the past. With nbn™, your internet connection powers everything — even your home phone (if you choose to add one).

• Do I need a specific router for nbn™?

  We’ve got you covered. You can purchase a pre-configured nbn™-ready router when you sign up, which we will provide along with easy-to-follow setup instructions. If you already have one, we might be able to use it; reach out to our team to check!

• Will I need to pay a setup fee?

  There’s no setup fee from us — but nbn™ may charge one based on your connection type or address:

  • $330: FTTN connection with no active phone line

  • $330: New Development Fee (for new estates)

  • $240: If a technician visit is required for setup

• Do I need to be home for installation?

  Not always. Our team will let you know if the technician needs access to your home. For some activations (like FTTN or FTTP where equipment is already in place), you won’t need to be home.

• How do I know if nbn™ is available at my address?

  You can check your address using the nbn™ address lookup function here. If your home is ready to connect, you can choose your plan and get started right away.

• What are the different nbn™ connection types?

  Here’s a quick explainer:

  • FTTP: Fibre to your home

  • FTTN: Fibre to a street node, then copper to your home

  • FTTB: Fibre to your building’s comms room, then copper to your unit

  • FTTC: Fibre to the curb, then copper to your home

  • HFC: Fibre to a node, then coaxial cable to your home

  • Fixed Wireless: Radio signal from a nearby nbn™ tower to your home antenna

• I’m renting — can I still get nbn™?

  Yes, but it’s best to speak with your property manager first. If the property hasn’t been connected before, an activation fee may apply — and landlord approval is often required.

• What should I know about installation appointments?

  Missed or delayed appointments

  Sometimes things don’t go to plan — weather, access issues, or technician delays can cause appointments to be missed. Unfortunately, nbn™ doesn’t always tell us straight away. We usually receive updates within 48 hours.

  What to do if your appointment is missed:

  • Wait a few hours after your scheduled time before contacting us (the technician might just be running late).

  • Be patient — we’ll keep you updated and work to rebook ASAP.

  What happens on the day

  The level of involvement you will need to have depends on your connection type. We’ll let you know ahead of time if access to your property is required.

  Tip: If you have a 7am–2pm activation (not appointment), it usually means a technician won’t need to visit your home.

• How do I set up my router?

  You’ll receive a link to our setup guides in the box with your router. You can also view all our guides here. Need help? Give our team a call on 1300 228 123 — we’re happy to walk you through it.

• Can’t connect to the internet?

  Try a quick reboot:

  1. Unplug your router for 10 seconds

  2. Plug it back in and wait 2 minutes

  3. Check if your connection returns

  Still stuck? Reach out to our Customer Help team via chat or on 1300 228 123.

• What do the lights on my router mean?

  Here’s a handy reference:

  • Power Light

    • Off: No power

    • Green: Powered on and working

  • DSL Light

    • Off: No DSL signal

    • Green blinking: Syncing

    • Green: Synced

  • Internet Light:

    • Off: Not connected

    • Green blinking: Data being transmitted

    • Green: Connected

  • WAN Light

    • Off: No device connected

    • Green blinking: Data in transit

    • Green: Device connected

  • Telephone ½ Light

    • Off: No phone registered

    • Green blinking: Incoming call or phone in use

    • Green: Phone registered

• Can I fast-track my activation?

  We wish we could! But connection timelines depend on our wholesale provider. We’ll get your service up and running as quickly as possible.

• How many devices can I connect?

  If you’re using a Wi-Fi router, you can connect multiple devices — phones, laptops, TVs, and more. Just remember: more devices = more bandwidth usage = slower speeds if you’re all online at once.

• What about medical alarms, security systems or EFTPOS?

  Many of these devices can work with nbn™, but you’ll need to check with your provider. You may need a specific phone service to keep them functioning properly. If you’re unsure, reach out to our team at 1300 228 123 — we’re happy to help!