The National Broadband Network (NBN) refers to the fixed line, fixed wireless and satellite infrastructure being rolled out by NBN Co to replace the existing broadband infrastructure with a faster and more reliable broadband service.

NBN Wireless

Fibre optic cable will lead all the way to your premises, terminating at your NBN Utility Box on an outside wall.

How do I get connected to the NBN?

Internode provides services in all NBN areas (except Satellite). To see if we can connect you, check your address to see if the NBN is available at your premises.

If the NBN is coming soon, you can register your interest online and we'll contact you when it's time to place an order.

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 66 33. 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.

Can I keep my existing telephone number to use on the NBN?

In most cases, we can bring your existing telephone number over to the NBN network. Just call our friendly Sales Team on 13 66 33 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.

I have existing broadband/phone services. How can I upgrade to NBN?

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 your current modem will be compatible with your new NBN broadband service.

Upgrading is simple, just sign up online or call our expert Sales Team on 13 66 33 to get started.

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.

I'm renting, what do I have to do to get connected to NBN?

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.

I already have NBN. How do I switch my NBN provider to Internode?

If you already have an active NBN service connected at your address, we’ll typically connect your NBN service on a spare data port on your NBN Connection Box.

Once you’re up and running with Internode NBN, simply cancel any unneeded services with your former service provider(s).

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 our Connect Outstanding FAQ instead.

How long does it take to get connected to NBN?

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.

Activations may occur sooner if NBN has previously been connected at your address.

What happens when NBN is installed?

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.

With NBN Wireless you’ll require an NBN Wireless antenna installed outside your premises (typically on your roof) and an NBN Connection Box installed inside your premises.

Factors that may affect your NBN connection speed

* All NBN Wireless plans have a Basic Typical Evening Speed, measured between 7pm and 11pm. NBN12 & NBN25 indicate the underlying speed tier that your NBN plan is on and represents the maximum possible speed that is available outside the busy period of 7pm-11pm.

To ensure you're using Internode NBN Broadband services to their full potential, you need to use the most effective hardware to connect to the Internet.

Hardware Requirements

You will need an Ethernet capable modem/router with 802.1q VLAN capability, or the optional modem/router supplied by us, to use your NBN broadband service. You will require the modem/router supplied by us and a standard phone handset (approved for use in Australia) to use the included NBN Phone service.

Will my current modem/router work with NBN broadband?

To connect to the NBN, your current modem/router will need to support connection to the Internet via Ethernet, with 802.1q VLAN capability. We suggest that you check with its manufacturer to see if it is capable of supporting NBN broadband services.

Please note: Unless you are an existing customer and we detect a compatible modem for you to bring, you will need to purchase an Internode modem/router to be supplied an NBN Phone service.

Do I need equipment installed by NBN?

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 NBN Co. The technician will be able to advise these fees if this is the case.

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

Customer Premises Cabling

We will deliver your service to the Network Boundary Point. On NBN Wireless services, the Network Boundary Point are the data ports on the NBN Connection Box.

Cabling beyond the Network Boundary Point is your responsibility. You may incur charges for any installation, repair, or any other work required in relation to any such cabling.

Will my medical alarm, security alarm, EFTPOS machine or fax machine work on the NBN network?

Many types of devices that are normally connected to phone lines (such as medical alarms, back to base alarms, EFTPOS machines, fax machines and more) can work over the NBN network, however please contact the service provider or device manufacturer 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:

• Internode 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. Telstra is a provider who can offer Priority Assistance.
• We recommend you register any medical alarm services on the NBN Medical Alarm Register, which can be found on the NBN Co website.

Most residential customers find that our NBN plans provide all the features they need for home broadband, including:

Contracts

All NBN Wireless services are supplied on no lock-in contract.

What is the New Development Fee?

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.

>At Internode, we pass on the full $300 NDF charge as billed by our wholesaler, NBN Co, to new customers. 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.

Can I change my NBN plan after I've signed up?

Your broadband requirements may change over time, so you're not locked in to a particular broadband speed or monthly quota.

• You can request plan changes at any time via our My Internode, whether you are within a contract term or not. Your plan change will take effect at the start of your next billing period.
• Remember you can use Data Packs if you need an instant quota upgrade.
• See our Typical Usage guide for help estimating your monthly Internet usage requirements.

Other Fees

NBN New Development Fee: $300

To confirm if this fee applies for your new premises, contact Internode Sales on 13 66 33. For more information, see our FAQ.

NBN Subsequent Install Fee: $297

Where you have an existing copper phone service at your premises but elect to have your NBN service installed on a separate copper pair instead of converting an existing service, we may charge you a fee of $297 for installation. You may be charged additionally for any extra materials or labour required to complete the installation.

Incorrect Callout Fee: $297

Where we attend your premises to repair a fault reported by you, but we determine that there is no fault or the fault is caused by your equipment, we may charge you a fee of $297 for attendance. You may be charged additionally for any extra materials used to repair Your equipment or labour beyond 2 hours.

Other NBN fees and charges

We may be charged for the below activities. Where we incur these charges, we may bill those charges to you. However, we will notify you of these charges before doing the work or when you make your appointment. We will only proceed with the activity if you agree to pay these charges.

• non-standard installations (as determined by NBN Co);
• subsequent installations;
• additional installations;
• changes to installations;
• cancelled appointments
• missed appointments (where you are not in attendance at the Premises at the agreed appointment time);
• repair, modification or removal of equipment;
• invalid faults (where you report a fault with your Service, and the issue is not with NBN Equipment);
• central splitter installations (where requested by you or required to resolve performance issues with your Service); and
• restored orders (where you ask for an order that has been put on hold to be reinstated).

Other Limitations

We have highlighted below some of the important limitations of the Internode NBN Broadband service:

No resale of bandwidth

Internode Broadband services provide access for personal and immediate family or business use only.

Single location only

Internode Broadband services are designed to allow one concurrent router login on one specific physical connection (you can of course have multiple users sharing this connection). Logging in at a different physical location to the location associated with the connection may fail to work.

Dynamic IP address

A dynamic IP address is supplied by default. If yodu need a static IP address, you may add this for an additional cost. IPv6 addressing is also available if supported by your equipment.

Uploads & Downloads

The monthly quota allocation on Internode NBN Broadband services is counted as the sum of both uploads and downloads.

Definitions (in accordance with Australian ISP conventions):

• 1 MB or 1 Mbyte is 1 Megabyte = 1,000,000 bytes.
• 1 GB or 1 Gbyte is 1 Gigabyte = 1,000 Megabytes
• 1 TB or 1 Tbyte is 1 Terabyte = 1,000 Gigabytes.

Invoices and usage warnings are sent to your Internode email address. When your service is activated, you'll receive an email notification with the details of your Internode email address.

As per the Internode Customer Relationship Agreement, payment for all recurring charges is required monthly in advance.

Your first invoice will include your up-front setup fees, hardware purchase and delivery, and the equivalent of one month’s subscription fee. This invoice will be debited from your nominated credit card or bank account immediately upon submitting your application unless you are pre-ordering a service. If you are pre-ordering a service, your first invoice will be debited when that service is available at your address and we can submit your order. Each monthly billing period, when your monthly usage and spend limits reset, will begin on your anniversary date

• Your anniversary date will be set on the day your service is activated. If your anniversary date initially falls on the 29th, 30th or 31st of the month, it will be moved to the 1st of the month.
• Subsequent invoices will be issued 8 days after your anniversary date and will be due 14 days after they are issued.

Connecting to the NBN

• Please do not disconnect your existing services until your NBN service is working.
• Existing ancillary services and devices that rely on your copper-line telecommunications service will no longer work unless you move them to the NBN (such as medical alarms, back-to-base alarms, personal response systems, fax machines and EFTPOS). Please check with your device/service manufacturer or provider to see if the device is NBN compatible.
  • We recommend you register any medical alarm services on the NBN Medical Alarm Register, which can be found on the NBN Co website.
• We are responsible for your service up to the Network Boundary Point. For Wireless this is a Network Termination Device supplied by NBN Co.
• Customer equipment (such as new or existing cabling and telecommunications outlets) beyond the network boundary point may not work when you connect to NBN. You may require a registered cabler to connect these to your NBN service. You will be responsible for the cost of any such cabling work.
• Your NBN service does not include a battery backup. This means your household will be unable to access any internet and telephony services provided by NBN during a power outage. This includes making calls to emergency service numbers like 000. Please ensure you have alternate ways of making calls, such as mobile phone.
• If you transfer your existing NBN service, you understand that you are responsible to your current broadband provider for any charges incurred until this transfer is complete.
• The activation of your selected services does not necessarily cancel any existing phone or broadband services. It is your responsibility to contact your existing service providers to ensure that unwanted services are cancelled, otherwise you may continue to be billed for them.

Telephony Services

• NBN Phone is a phone service that is offered with your NBN plan. To use it, you will require a standard phone handset (approved for use in Australia) and the Supplied Broadband Equipment.
• Calls to 000 emergency services may not be possible in the event of a power outage.
• We do not offer priority assistance, nor support for medi-alert services and monitored alarm systems. Priority assistance is offered by Telstra for people who may be reliant on a telephone service because of a serious medical condition. If you have a medi-alert or priority assistance service or believe that you are eligible, please consider this before proceeding with your order.
• Calls to 19/1900 numbers are not available.
• This service is provided on the basis that you waive your Customer Service Guarantee (CSG)  in relation to the NBN Phone. You do not have to agree to the waiver, but if you do not agree, we have the right to decline to supply the service.
• For calls on NBN Phone:
  • Timed international calls are charged per second.
  • Calls to Australian mobile numbers are charged per 30 second block.
  • Included calls are subject to our Acceptable Use Policy.
• NBN Phone must be paired with an active Internode NBN broadband service. If your NBN broadband plan is cancelled, your NBN Phone service will also be cancelled.
• Transferring an existing phone number to NBN Phone will disconnect the existing phone service. After a successful transfer, please contact your existing provider to ensure that your phone service and any add-on services are cancelled.
• Our NBN Phone services will not work on third party modems. In these instances we will not provide you an NBN Phone service if you have not purchased an Internode modem with your NBN service.

Hardware

To connect to the NBN, your current modem/router will need to support connection to the Internet via Ethernet, with 802.1q VLAN capability. We suggest that you check with its manufacturer to see if it is capable of supporting NBN broadband services.

Please note: Unless you are an existing customer and we detect a compatible modem for you to bring, you will need to purchase an Internode modem/router to be supplied an NBN Phone service.

All about your quota

• Both uploads and downloads count towards your monthly quota.
• If you exceed your monthly NBN quota you will not be charged excess fees. Instead your NBN plan will be shaped to 256/256kbps for downloads and uploads. Unlimited plans do not have a quota limit. 

Fair contract guarantee

NBN Wireless services are provided on no lock-in contract. Our fair contract guarantee lets you change between plans at any time.

There are some unique terms and conditions associated with NBN Wireless services.

• You must obtain the consent of the property owner to have the NBN Wireless installation performed. If you are not the property owner, you will need to obtain the property owner's written consent (dated and signed), and be able to provide that to Internode upon request.
• The NBN Wireless installation will be performed during business hours, and you will need to be home to provide access for the installation technicians.
• The cabling that is required in your premises beyond the optical NBNCO Network Termination Device (NTD) is your cost and responsibility, as is the provision of a suitable 240V AC power outlet.

NBN Phone Features

BYO Phone Number

Bring your existing phone number to NBN Phone and avoid the hassle of changing your home phone number.

Or if you'd prefer not to transfer an existing number, you'll receive a new local number for your NBN Phone service.

Special Services

Call Forwarding

For detailed explanations of the Call Forwarding features, please see the Feature Access Codes and Test Numbers page.

You will be charged the applicable call rate for the call forwarded from your NBN Phone service, as per the following table:

Calls not handled by NBN Phone

NBN Phone does not support calls to premium rate services, these include:

NBN Phone's International call rates start from just 5 cents per minute to popular destinations. Call charges may vary over time. Check this page from time to time to confirm current call prices.

To make an International call, dial 0011 followed by the country code, followed by the phone number in the country.

• Calls rates are per minute, and are charged to the second, with a minimum assessed duration of one minute.
• These rates are subject to Internode's Customer Relationship Agreement and are subject to change over time.

• Top 20 Popular International Destinations
• Full List - All International Destinations

Top 20 Popular International Destinations

Add an International Call Pack to get all your calls to landlines for these countries included for only $10 per month.

Full List - All International Destinations

For personal use only. Fetch Subscription Offer (‘Offer’) available to new Fetch subscribers adding a Fetch subscription to a new or existing Eligible Internode Internet Plan (‘Eligible Customers’). Eligible Internode Internet Plans are: NBN and NBN Wireless. To receive the Offer, Eligible Customers must either (a) sign up to a standard Fetch Subscription at the time they sign up to their Eligible Internode Internet Plan on the Internode website; or (b) sign into Toolbox and add a Fetch Subscription to their Eligible Internode Internet Plan after the internet service has been activated. $89.99 Fetch set up fee applies to all new subscriptions. Eligible Customers will receive: $5/mth off monthly Fetch Subscription fees for the first 24 months (i.e. Fetch Subscription will be $0/mth for the first 24 months). Discount will be applied monthly to your bill and is forfeited if you cancel your service or change to a different Internode internet plan that is not eligible for this discount offer. After the first 24 months, your Fetch Subscription monthly fees will be charged at the undiscounted monthly price of $5/mth. Offer available until withdrawn. Services subject to capabilities, network limitations and customer location. Offer not transferrable or redeemable for cash. Not for commercial or resale purposes. Offer subject to change.