‘NBN’ stands for National Broadband Network. This is the government-owned, open access data technology network that aims to provide reliable broadband and home phone services for all Australians. It’s being rolled out and operated by NBN Co Limited, which is a wholesale provider of broadband services.
The nbn is rolling out a national network of fibre optic cable. It then takes advantage of existing infrastructure to make the final connection to your premises. This means assessing what network technology is available in each area, then using what’s available to deliver a connection solution for that area. It includes using any of these technologies:
- Fibre to the Premises
- Fibre to the Curb
- Hybrid Fibre Coaxial
- Fibre to the Node
- Fibre to the Building
- Fixed Wireless
This means an optic fibre line will run from the nearest fibre node to your home or workplace. You’ll need a powered nbn network device installed in your premises by an approved NBN Co technician.
This is where the existing ‘pay TV’ or cable network can be used to make the final part of the nbn connection. The HFC line runs from the nearest fibre node to your premises.
NBN Co is a wholesale network provider, which sells access to the network to Retail Service Providers, such as EnergyAustralia. The nbn broadband and phone service provided to your household or business are delivered through EnergyAustralia.
The property owner needs to agree to connect to the nbn, and where connection equipment is placed in the premises. Just let your landlord know the NBN Co appointment time, so they can be present or available by phone if any questions arise about placement of the NBN equipment.
NBN Co owns and operates the network and they are responsible for its maintenance.
EnergyAustralia, as your Retail Service Provider, will be the main contact for your NBN service. During roll-out, NBN Co may contact you to do some preparatory work. However, all connection communications will be through EnergyAustralia, who will arrange an appointment for an NBN technician to come to your premises to install connection equipment.
Once nbn has been rolled out in your area, if you want to keep your internet and landline phone, you’ll need to switch to the nbn before the old copper infrastructure is switched off. This will happen around 18 months after nbn becomes available in your area.
The fibre optic section of the nbn network is generally more reliable than standard ADSL broadband, as fibre optic technology is affected less by distance, weather conditions and radio and electromagnetic interference.
Some devices such as existing home security alarms may not be compatible with the new technology of the nbn. Check with your alarm provider if it will be compatible, or if necessary what alternatives are available.
When the nbn technicians are on site, they’ll assess what’s required to connect your premises and discuss what’s involved with you before starting work.
No. If you want to keep your landline phone, you’ll need to switch to the NBN before the old copper infrastructure is switched off around 18 months after NBN becomes available in your area. EnergyAustralia can offer you VoIP service, which allows you to use your phone as before, but with greater cost benefits.
Yes, EnergyAustralia offers number porting from all major providers. Once we process your application, we’ll be able to confirm if your number is portable.
EnergyAustralia nbn plans
EnergyAustralia offers a choice of three nbn plans. The EnergyAustralia Standard nbn 25/5 plan starting at $60 per month is perfect if you have multiple devices connected to the internet. Or if you use heaps of data for gaming or streaming, try our EnergyAustralia Premium nbn 100/20 plan starting at $90 per month. You can also add our Voice option for $10 extra per month.
Yes, EnergyAustralia offers a VoIP phone service provided over the internet that can replace your old landline phone service.
EnergyAustralia offers a $60 per month 25/5 Standard plan, a $70 per month 50/20 Standard Plus plan or an $90 per month 100/20 Premium nbn plan. The minimum cost for the 25/5 contract is $720 (incl. GST), the minimum cost for the 50/20 contract is $840 and the minimum cost for the 100/20 contract is $1080. You need to pay the first month up front, plus the cost of a modem if you order one. Both plans include a $10 per month discount when you bundle nbn with your gas and electricity. If you want nbn without electricity and gas, the cost is $70 per month for the 25/5 Standard nbn plan, $80 per month for the 50/20 Standard Plus plan and $100 for the 100/20 Premium plan.
There is no set up fee, other than payment of the first month for nbn or voice plan up front. If you order a modem, this will be included along with a postal fee as part of the first payment.
This is a one-off fee of $300 charged by NBN Co for all new orders within the boundary of a new development.
Yes, but EnergyAustralia won’t be able to help with servicing or maintenance of your modem. You’ll also need to make sure it’s not locked by your current provider. EnergyAustralia offers TPLink or Netcomm Wireless Modems that are NBN compliant. Using this equipment ensures that NBN Co will investigate or repair a fault associated with your service.
Yes, just make a new application with EnergyAustralia and cancel your existing service (cancellation charges may apply from your other provider).
Setting up your nbn service
Installation can take up to 21 business days. How long it takes depends on the type of nbn service available at your premises and availability of NBN Co technicians in your area.
Yes. EnergyAustralia believes in keeping you in the loop, so we’ll let you know how your application is going and when your service is ready to be activated.
This depends on the type of nbn available at your premises. In many cases the service can be activated remotely. We’ll let you know if an NBN Co technician needs to visit your place to install nbn equipment.
Yes, but you need to contact us on 1800 488 305 at least three business days before your scheduled appointment.
Once you’ve submitted your application, we’ll keep you in the loop with SMS and/or emails. You can also call us on 1800 448 305 to ask about your connection progress.
Your existing phone service will be disconnected when the copper infrastructure is cut-off around 18 months after nbn is available in your area. You’ll need to cancel your service with your phone provider to avoid further charges. If you want to keep a phone service, you can bundle VoIP with your EnergyAustralia nbn.
No, the technology to connect nbn to your premises is pre-determined by what’s available in your area and there’s no option to choose.
Yes, the New Development Fee is charged for each address that’s identified as being within a new development area.
You can arrange for someone else who is over 18 years old to be there for you, or you can change your appointment date by calling us on 1800 488 305 at least three business days before your scheduled appointment.
Only the primary account holder or an authorised representative can request an appointment change.
Yes, and we’ll check if that date is possible, but we can’t guarantee it. We’ll confirm availability of the appointment date within 24 hours of your request.
No, the technician needs to report that everything’s OK, then we’ll send you an SMS to confirm it’s ready to use.
No, the modems we provide are pre-configured, so you can just plug and play.
No, once you’ve submitted your application, we’ll keep you in the loop with SMS and or emails. However, if you want you can call us on 1800 448 305 to ask about your connection progress.
Yes, and we’ll check if an earlier date is possible, but we can’t guarantee it. We’ll confirm availability of the appointment date within 24 hours of your request.
If a technician was required to attend your premises and no-one was there, you may be charged an incorrect call out fee of $220 (inc. GST). Call us on 1800 448 305 to ask about making a new appointment.
Yes, as long as all the sockets are running on the same line.
You EnergyAustralia nbn account
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 your NBN account here to see a PDF of your bill that you can download and print if you wish.
Your bill will be paid by direct debit using the debit or credit card you nominated when you signed up. To update your payment details, log in to your NBN account here.
An Early Termination Charge of $120 (inc. GST) applies if you cancel within the 12-month contract period.
Yes, you can change your NBN plan speed at any time.
No, you cannot go back to ADSL once you have moved to nbn.
No, you can keep your modem as you paid for it up front.
EnergyAustralia nbn bills are emailed on the first business day of each month to the email address you nominated when you signed up.
At this stage, you can only pay your EnergyAustralia nbn bills by direct debit using a nominated debit or credit card.
Charges are itemized to show excluding GST and including GST.
Just make sure your payment details are up to date and there are sufficient funds in your account to cover each payment.
Yes, just let us know the delivery address you want it sent to.
No, you can only pay your EnergyAustralia NBN bills by direct debit using a nominated debit or credit card.
Yes, your delivery can be tracked online at https://m.auspost.com.au/view/tracking using the Australia Post tracking number you were sent.
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.
The Netcomm NF18ACV has a warranty period of 12 months. The TP-Link Archer VR500v has a warranty of 36 months. You can return the modem if it’s found to be faulty after 30 days from purchase.
Your EnergyAustralia nbn 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 log in to your NBN account here to see a PDF of your bill that you can download and print if you wish.
You’ll start to be billed from the date your nbn service is activated. We’ll send you an SMS or email to let you know as soon as your nbn service is activated.
No, your EnergyAustralia nbn bills cover the period from the first day of each month to the last day of each month.
Your EnergyAustralia nbn 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.
Once you’ve made a successful payment of the overdue amount, call us on 1800 448 305. Your NBN service will be restored within 4 hours and you’ll be advised to turn your modem off and on again.
We’ll go through all appropriate trouble-shooting steps. But if we can’t fix the issue, you can either accept a free downgrade of your plan, or you can cancel your account. Please call us on 1800 448 305 to discuss your options.
No, your EnergyAustralia nbn service provides unlimited data with no peak or off-peak data times.
Your EnergyAustralia nbn 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 call us on 1800 448 305 for more information.