Frequently Asked Questions | nbn™ Ordering

• How do I order a new nbn™ plan or change my existing one?

  We offer a range of flexible nbn™ plans to suit your household’s needs. You can order a new connection with us online through our nbn™ page, or by reaching out via the contact mothods below. 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)

• 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 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.

• 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.

• Can I add a home phone to my nbn™ service?

  Yep – you can add a home phone to your nbn™ plan from just $10 a month. 🎉

  With the old copper phone lines being phased out by the government, it’s time to bring your home phone into the future. VoIP (that’s Voice over Internet Protocol) uses your internet connection to make calls – easy, reliable, and ready to go!