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Will I receive monthly paper bills for my NBN service?
No, your EnergyAustralia NBN bills are emailed on the first business day of each month to the email address you nominated when you signed up. You can log in to My Account here to see a PDF of your bill that you can download and print if you wish.
How do I pay my bill?
Your bill will be paid by direct debit using the credit card you nominated when you signed up. To update your payment details log on to My Account here.
Will I be charged if I cancel my NBN service?
An Early Termination Charge of $120 (inc. GST) applies if you cancel within the 12-month contract period.
Can I change my NBNTM plan?
You can only upgrade your nbn plan from the 25/52 plan to the 100/402 plan.
Can I go back to my ADSL service?
No, you cannot go back to ADSL once you have moved to NBNTM.
If I cancel my NBNTM service, do I have to return my modem?
No, you can keep your modem as you paid for it up front.
When will I receive my bills?
EnergyAustralia nbn bills are emailed on your monthly anniversary date to the email address you nominated when you signed up. They will also be available in your MyAccount page here.
Can I change my payment method?
At this stage, you can only pay your EnergyAustralia NBNTM bills by direct debit using a nominated credit card.
Do charges on the bill include GST?
Yes all charges include GST.
How do I avoid my account being suspended?
Just make sure your payment details are up to date and there are sufficient funds in your account to cover each payment.
Can I have the modem delivered to a different address?
Yes, just let us know the delivery address you want it sent to.
What is EnergyAustralia’s Complaints Procedure?
We take all complaints seriously. If you’re not satisfied with any aspect of our service, please let us know by calling our NBNTM Support team on 1800 448 305 .
Can I pay my bill at an Australia Post outlet?
No, at this stage, you can only pay your EnergyAustralia NBNTM bills by direct debit using a nominated credit card.
I’m having difficulty paying my bill, can you help?
Please call our NBNTM Support team on 1800 448 305 to discuss possible payment options.
Can I track the delivery of my modem?
Yes, your delivery can be tracked online here using the Australia Post tracking number you were sent.
Can I pick up the modem instead of having it delivered?
No, the modem can only be delivered to the address you nominated when you signed up. If you miss the delivery, the modem will be ‘Awaiting Collection’ at your nearest Post Office.
What is the modem warranty?
The modem hardware has a standard manufacturer’s warranty based on the model you choose. You can return the modem if it is found to be faulty by one of our technicians during your 12 month contract.
| Hardware Warranty | Period |
|---|---|
| TP Link Archer VR500v | 36 months |
| Netcomm NF18ACV | 12 months |
How can I access my bill online?
Your EnergyAustralia NBNTM bills are sent on the first business day of each month to the email address you nominated when you signed up. You can log in to My Account here to see a PDF of your bill that you can download and print if you wish.
When does billing start?
You’ll start to be billed from the date your NBNTM service is activated. We’ll send you an SMS or email to let you know as soon as your NBN service is activated.
Can I change my billing cycle?
No, your EnergyAustralia NBN™ bills cover the period from the date of sign up to the next month anniversary.
Why am I being charged in advance?
Your EnergyAustralia NBNTM service is a pre-paid service. If you have a VoIP service, this is also charged in advance, but any additional calls beyond your allowance will be charged in arrears on the next bill.
What do I have to do to restore my service after its been suspended?
EnergyAustralia will attempt to make a direct debit payment every 7 days. If you have sufficient funds the successful payment will bring your account up to date. Your nbn service will be restored within 4 hours and you’ll be should turn your modem off and on again. If you would like assistance call us on 1800 448 305 .
What happens if I want to cancel my service due to a speed issue?
We’ll go through all appropriate trouble-shooting steps with you. Please call us on 1800 448 305 to discuss your options.
How can I change my contact details?
Just log in to My Account here and follow the tabs to change your details.
Can I choose not to be listed in the phone directory?
If you wish to have your number delisted from white pages you will need to do this via the white pages website – “suppress calls”.
How can I stop receiving marketing calls?
You can opt out of receiving any other telemarketing calls, by visiting the government website here or calling 1300 792 958.
Does my NBNTM plan have peak and off-peak hours for data?
No, your EnergyAustralia NBNTM service provides unlimited data¹ with no peak or off peak data times.
How can I cancel my service?
Your EnergyAustralia NBNTM service agreement requires four weeks notice to cancel the plan. An Early Termination Charge of $120 (inc. GST) applies if you cancel within the 12-month contract period. Please review the Standard Form of Agreement here or call us on 1800 448 305 for more information.