NBN Frequently Asked Questions

This article will answer some questions about the NBN™, Australia's new national broadband network that includes a wide range of internet technologies which is designed to replace or upgrade Australia’s aging copper network.

The iiNet Group is a Retail Service Provider (RSP) of NBN™ services.

If you have any technical issues with your NBN™ service, please see our troubleshooting guides on iiHelp.

Select one of the links below to jump to a query:


We have a handy coverage map where you can check to see if construction has commenced in your location. It pulls information directly from NBNCo, so it's updated as often as they update their systems.

Unfortunately we won’t be able to provide any timeframes if the NBN™ rollout hasn’t commenced in your area. you may wish to join our NBN™ Wait List so we’ll let you know how the rollout is progressing and when it will become live in your area.

Alternatively, you can become an iiNet broadband customer today and we’ll help you switch over as soon as NBN™ is available.


Our coverage map is automatically updated with the latest information available from NBN Co. If you’ve checked your address and the results advised say that your address is ready to get NBN™ broadband, congratulations!

All you’ll need to do is pick out an NBN™ plan and sign up online, or give one of our friendly NBN™ experts a call on 13 19 17. If it turns out you need a technician to visit and install some NBN™ equipment, don’t worry - we'll help organise this for you.


In most cases, we can bring your existing telephone number over to the NBN™ network. Just call our friendly Sales Team on 13 19 17 to discuss the matter further.

Alternatively, you can specify that you’d like to keep your telephone number when you sign up online. We’ll keep you updated on the progress of your number transfer.


NBN™ pre-order allows you to pick out your iiNet NBN™ plan and lodge your order in advance so that as soon as NBN™ is available at your address, we can get the ball rolling on your connection ASAP.

Whenever you check an address on our website, it will automatically be checked against the current estimated NBN™ rollout plan. If that check indicates that your address should be ready to receive an NBN™ service within the next 6 months, then you'll see the option to pre-order iiNet NBN™.

Please keep in mind that the NBN™ rollout plan is subject to change as our wholesaler makes adjustments. To see how the NBN™ rollout is going in your neighbourhood, you can also check your address on the NBN™ website.


Filling out an NBN™ pre-order is exactly like any other broadband order, so you'll need to supply all the information required to supply you with a service according to our Customer Relationship Agreement including a valid installation address, current contact information and valid payment details. Billing for your pre-ordered service will not commence until the service is installed and/or activated.

Once your pre-order is lodged, you'll receive a reference number on-screen and in a confirmation email sent the email address you supplied in your pre-order. You'll need this reference number to check on the status of your pre-order, so it's important to keep it in a safe place.


Just give us a call on 13 19 17 and we'll be happy to help. Please make sure that you have your reference number handy - we'll need this to identify your NBN™ pre-order.


We'll keep your pre-order 'frozen' until we receive confirmation from our wholesaler that it's possible to connect an NBN™ service to your nominated address. As soon as we get the green light, we'll get started on your order so you can be connected to the NBN™ as soon as possible.


Typically your address can be upgraded to NBN™ broadband with little to no downtime. More often than not you can continue to use your existing services until your new NBN™ equipment has been installed and your service has been activated. In the meantime, you should check to make sure that current modem will be compatible with your new NBN™ broadband service. Learn more.

Upgrading is simple, just sign up online or call our expert Sales Team on 13 19 17 to get started. If you’re already with iiNet, you can select “Upgrade to NBN” in My Products > Broadband in Toolbox.

Remember: Moving to NBN™ broadband will not necessarily cancel your existing broadband and phone services. Once you've upgraded, please contact your existing provider to ensure your old services are cancelled, otherwise you may continue to be billed for them.


Prior to any installation work taking place at the premises, you’ll need to secure permission from your property manager or landlord. If they have any questions, just point them to this FAQ.

There's some good news for those renting or living in a share-house; the NBN™ Fibre to the Premises (FTTP) and NBN™ Wireless Connection Boxes come with four data ports (pictured as UNI-D below). This means up to four NBN™ broadband connections can be installed at a single premises, which means one for each person if you prefer. Although, with unlimited data on the NBN™ available thanks to our Liimitless Data plans, you might be a lot more inclined to share!

This is not available for NBN™ Fibre to the Building/Node (FTTB/N), HFC or Satellite (SkyMuster™) services as they only have one data port.


If you already have an active NBN™ Fibre or Fixed Wireless service connected at your address and you'd like to switch to an iiNet NBN™ plan, please call us on 1300 455 806 between 8AM-8PM (AEST), Monday to Friday, to arrange a Service Transfer. Once lodged, Service Transfers typically take less than 2 business days to complete, and downtime is typically less than 24 hours.

If you do not own the active NBN™service connected at your address (i.e. you've just moved in and the previous tenant has left their services connected) then please see Connecting Outstanding FAQ instead.


With iiNet NBN™ broadband, you get the flexibility of choosing either a no lock-in contract term or a 24 month contract term. The table below outlines the differences between the two options:

No lock-in contract 24 month contract
$79.95 activation fee (or $99.95 for NBN™ Satellite) $0 activation fee
No contract break fees Contract break fees apply
WiFi modem not included WiFi modem included ($10 delivery fee applies)


Effective 1 April 2016, the $300 New Development Fee (NDF) is charged for all NBN™ broadband connections in the following circumstances:

  • The first connection at a premises in a newly developed area i.e. a suburb with no pre-existing telecommunications infrastructure.
  • The first connection(s) at a premises in an establish area in the rare instance that a developer has increased the number of dwellings on the same plot of land e.g. demolished a single house and built a block of units.

Once the NDF has been charged at an address, it will not be charged again for subsequent connections, provided the number of dwellings at that address has not increased.

We pass on the full $300 NDF charge as billed by our wholesaler, NBNCo. These charges are clearly visible when applying for a service – they are also included in any Critical Information Summary for NBN™ broadband plans sold after 1 April 2016, and the Pricing Schedule of our Customer Relationship Agreement.

You sure can! Whether you have a no lock-in contract or a 24 month contract you may switch between our NBN™ plans at any time without incurring contract break fees. A plan change fee of $29 may apply if you change to a plan of lesser value.

If you wish to change your NBN™ plan, check out our Changing your broadband plan in Toolbox guide or simply call us on 13 19 17.


Typically, NBN™ connections are completed within 2-20 business days - this varies depending on whether or not you've already had your NBN™ equipment installed as well as NBN™ technician availability.


If an NBN™ technician is required to visit your premises to install any required equipment or complete your NBN™ connection, we'll be in touch to book a suitable appointment with you. An installation is typically not required if NBN™ has been previously connected at your address.

The type of equipment you'll receive depends on the type of NBN™ being connected. Give our Connecting to the NBN™ article a read for more information.

You may prefer to have internal network cabling installed at your address for your internet, especially if WiFi doesn't cover your house from end to end or you want to be sure you're always getting the maximum speed possible when transferring large amounts of data between devices in your home.

An NBN™ installation does not include additional home network wiring beyond the installation of the Network Boundary Point (typically the NBN™ Connection Box or first wall socket, depending on your NBN™ technology). You'll need to hire a registered cabler if you'd like to have any additional home network wiring installed.


If necessary, an NBN™ technician will complete a standard installation of the required NBN™ equipment at no cost to you. Please note that fees may be incurred for non-standard installations as determined by NBNCo. The technician will be able to advise these fees if this is the case.

Check out Connecting to the NBN™ for more details about the different types of equipment used with the different types of NBN™ services.


If you have NBN™ Fibre, Wireless or Satellite, then you may be able to use the modem/router that you already own. We suggest that you check with its manufacturer to see if it is capable of supporting NBN™ broadband and VoIP (Voice over IP) services. In some cases, your modem may also need to be VDSL2 compatible. Learn more.

Please note: You may be required to purchase an iiNet modem to be used with your iiNet NBN™ service. This requirement will be confirmed on-screen or over the phone when you sign up with us.

Modems are typically included or discounted if you take up a 24-month contract when you sign up to iiNet NBN™. If you're getting a modem/router supplied by us, you can rest assured that it will be fully compatible with the type of NBN™ service you're receiving.


The copper network will be disconnected approximately 18 months after NBN™ Fibre (FTTP, FTTB, FTTC or FTTN) is installed in an area. In NBN™ HFC areas, the existing cable/HFC network may also be disconnected. If you want to remain connected to the internet and/or continue to make telephone calls after this happens, you’ll need to upgrade to NBN™ broadband.

 If your premises receives an NBN™ Wireless or Satellite service, your copper line will not be disconnected. You may wish to continue using a Home Phone (landline) service on this network.


There’s a lot to understand when it comes to NBN™ network speeds, so we’ve dedicated a whole page to it. Read more.


Many types of devices that are normally connected to phone lines (such as medic alarms, back to base alarms, EFTPOS machines, fax machines and more) can work over the NBN™ network, however please contact the service provider to make sure - you may need to order a specific type of phone service on the NBN™ network in order for these services to continue working.

Please note: iiNet does not offer a Priority Assistance service. If you have Priority Assistance or believe you may be eligible, please consider this before lodging your application.

We recommend you register any medical alarm services on NBN Co's Medical Alarm Register.


Only NBN™ Fibre to the Premises (FTTP) and NBN™ Fibre Phone services can operate during a power outage, provided a Battery Backup unit was installed with the NBN™ equipment (this is optional to install at no extra cost when you sign up). Please note that  iiNet no longer offers the option of a battery backup unit as of 30 August 2017.

  • To use NBN™ Fibre Phone you will need a non-powered traditional telephone or telephone with a backup power supply connected to the voice port (UNI-V1) on the NBN™ Connection Box.
  • Access to the internet will only be available with a battery powered device (like a laptop) by connecting directly to the data port on the NBN™ Connection Box.
  • During a power outage, the battery will provide power for a limited period of time, a fully charged battery will last between 3 and 11 hours. If the battery is not fully charged, it may last for less than 3 hours.
  • You will need to maintain and, if necessary, replace the batteries for your battery backup unit. iiNet has some helpful DIY steps here.

For further information on battery backup please refer to the user guide supplied by NBNCo at the time of installation.