FAQ
Will my existing Home Router / Modem work on your internet?
Yes. Your existing Home Router / Modem will automatically connect to our internet after the remote switch is completed.
Do you cancel my internet service with my previous internet provider?
After your remote switch is completed your previous internet provider should be notified by nbn™ that you switched. After the remote switch is completed we recommend reaching out to your previous internet provider to cancel your service and make sure they don't continue to bill you.
I thought all internet providers were the same as one another?
This is a common misconception. The nbn™ network is what we refer to as an 'access network'. Basically, the nbn™ network is a cable from your house to your state's capital city. After this point, it is up to your internet provider to route your traffic to the rest of the world. The internet spans the whole world using land and subsea cables. We make sure to pick all of the shortest cables to provide the quickest ping to game servers around the world.
What are the most important things to improve my gaming experience?
One important thing to improve gaming experience is your ping to the game server you are playing on. Ping is the distance from you to the game server. We use the shortest cables to provide the quickest ping to game servers worldwide. Another important thing to improve gaming experience is ping stability. Ping spikes or lag can ruin your gaming experience. We prioritise game traffic over all other traffic to keep your ping stable while gaming. The final important thing to improve gaming experience is zero packet loss. Packet loss is when your gaming traffic is dropped by your internet service provider. We prioritise game traffic over all other traffic to make sure your gaming traffic isn't dropped.
Does prioritising game traffic impact Facebook, Youtube, Netflix, and more?
No. Facebook, Youtube, Netflix, and more aren't ping sensitive applications. This allows us to prioritise game traffic without having an impact on these applications performance.
What days do you do nbn™ remote switches?
We do nbn™ remote switches 24/7.
What days do you do Opticomm remote switches?
We do Opticomm remote switches 24/7.
What Home Router / Modem Internet / WAN settings do you use?
Our primary Internet / WAN settings are IPoE / Dynamic IP with no VLAN ID. We also accept any PPPoE username/password with no VLAN ID. The only scenario where you will have to change the Internet/WAN settings of your Home Router / Modem is if you are switch from an internet provider that uses a VLAN ID.
If I complete your sign up flow how long will it take for the remote switch to occur?
The remote switch will typically occur 5-20mins.
Do you do new connections?
Yes. You will be able to book a nbn technician appointment to physically install your nbn line during our sign up flow.
Do you do nbn Fibre Upgrades?
Yes. To do a nbn Fibre Upgrade your address has to be eligible for the 'free' nbn Fibre Upgrade. Check if your address is eligible here. If your address is eligible to do the Fibre Upgrade with us your existing nbn internet connection has to already be connected with us. You will need to follow our normal sign up flow. Once connected to our internet you will be able to submit a Fibre Upgrade by logging into your Portal account and going to Services < click ServiceUUID < Fibre Upgrade and follow the Fibre Upgrade flow.
I plan on remotely switching over to you soon is there anything you recommend I do before doing so?
We recommend taking a photo or screenshotting what your ping is to your favourite game with your current internet provider. After you remotely switch to us you will be able to compare the ping and see how much better we are.
What is your billing process?
We have a pay in advanced (pre-paid) billing model. The first payment is pro-rated to the days left of the month (30.42 days in a month). The second payment is for the full month in advance. The due date of the second payment is 3 days before the end of the current month. If your invoice is 2 days overdue then your internet service is slowed to 1Mbps. Your internet service is cancelled at 8PM (WST) if your invoice is overdue for 3 days (We do this to protect ourselves from customers not paying their bills and nbn charging us for their line).