Don’t understand what’s happening with the NBN? Trust the iiNet NBN experts

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If you’re confused about the National Broadband Network (NBN) you’re not alone.

iiNet commissioned independent research into the NBN – a report called Familiarity & Understanding of the NBN*. It revealed that only 15% of people surveyed have a good understanding of what the NBN is all about. Not only that, but there’s a LOT of confusion surrounding the NBN.

The last 12 months have seen a lot changes in how, when and where the rollout is occurring around the country – so it’s not surprising that people feel like they don’t know what’s going on.

Lets take a look at some of these survey results and do some “myth-busting” about what the reality of the NBN is all about.

MYTH: Connecting to the NBN is optional.

False. The biggest surprise was that more than two-thirds of broadband users were not aware that moving to NBN fibre is compulsory. This is despite thousands of people nationwide affected by the recent 23 May deadline when the first compulsory cut-offs from the traditional copper telephone network took place.

The reality is that the copper network is disconnected 18 months after an area becomes “live” with NBN. That means that unless you switch to NBN you won’t have access to broadband or phone services (unless you switch to a mobile or other wireless solution).

MYTH: NBN Co is an Internet Service Provider.

False. NBN Co is a “wholly-owned Commonwealth company, a Government Business Enterprise” delivering Australia’s open access broadband network. But NBN Co will NOT supply you with internet services. Only Retail Service Providers (RSP) like iiNet can do that. 

MYTH: Connecting to the NBN will happen automatically.

False. When the NBN becomes live in your area you won’t be automatically switched over. You still need to contact your RSP who will work with you to:

  • arrange the installation of equipment and
  • ensure minimal disruption to your internet’s household internet and phone services.

MYTH: The NBN rollout does not affect your existing phone service.

False. The disconnection of the old copper network affects your Internet AND phone service if your premise is by a fibre NBN connection.

The NBN rollout will affect both your Internet and landline telephone service. Basically, if you don’t switch over to the NBN when it becomes “live” in your area – you won’t have a phone service 18 months later.

The only exception is the 7% of the population who will receive a fixed wireless or satellite connection to the NBN and these premises will retain their copper connection for voice services.

Don’t panic! iiNet are your friendly NBN experts and here to help

While NBN Co has spent a lot of time, energy and money notifying people about this major transition from copper to fibre, the simple message is that it is actually very easy to move Internet and phone connections to an iiNet service on the new fibre.

So despite the confusion surrounding NBN, we don’t expect Australians to be NBN experts – that’s our job.

What next?

The first step is to contact a broadband provider like iiNet to make the switch. We’ll help you select the best telephone and Internet plan, and manage the entire transition to a new iiNet fibre service.

We’ve been involved with the NBN since the very beginning working with NBN Co to connect customers to the NBN every single day – 37,000 to date and more each month!

We can guide you through:

  • When the NBN is coming to your area.
  • What type of services are available.
  • How and when to switch to the NBN with minimal downtime.
  • How NBN is installed at your home and what you have to do.

Hold up – the NBN isn’t coming to my area yet

Don’t hesitate to get the ball rolling today. Even if the NBN isn’t coming to your area for a while you can still register your interest for the NBN, and we’ll keep you informed.

You (and your friends) can even switch to iiNet now, before your area becomes “NBN live” through our NBN-ready ADSL and Naked plans. When the time comes we’ll be in touch and guide you through the next steps to upgrade from the existing to the new network. Just call on 13 19 17 or visit the register your interest page over at our website.

So just make yourself a cup of tea and relax – iiNet will make your transition to the NBN smooth and stress free.

* Research conducted by Hall & Partners Open Mind in April 2014 from a representative online survey of 1200 people (Australian adults in metropolitan areas).


  1. Chris says:

    the code for this feedback form is bleeding into the page :)

  2. I thought this would be opportunity to have my say about iinet, Westnet, Internode and many other companies taken over by your mob.

    Since Westnet sold out I believe that service is worse. I cannot understand how I had to pay for a new drop wire to my house from the post on footpath and then to place a new line into my house because of the slowness of the connection. I do pay line rental every month and have been doing this for ages.

    Also I am disappointed that NBN is going to be run by the monopoly again as Telstra were that and look where they are
    They dont care about customers.



  3. Being a pensioner, are the costs going to be
    similar to what we have now?

    • Amy Pearce says:

      Hi Gordon,

      The initial internet plan may be more than you are paying now (depending on what you are paying) however, with the cheaper VoIP or Fibre Phone service, you will find your billing will likely break even.

      Check out the product page for more information!

      – Amy

  4. Terry McLean says:

    Brilliant survey, 1200 “Australian adults in metropolitan areas”!! …not. There are many of us in country areas that are not being looked after, and we have always had the crappy connection speeds and service. I have many friends that cannot get even average connection speeds, and they will be the last to get ‘fast’service. When is the system really going to look after ALL Aussies??

  5. You’re spot on. No one actully cares about the customer. Full Stop.

  6. Tricia says:

    Thanks for clarifying some of those issues, Rachel. I have been told so many conflicting things over the last six months. My continuing issue is that I have a Safety Link medical alarm for my mother. Their website includes iinet as a possible provider but the reply I got from iinet remained ambiguous. Can I remain with Westnet/?iinet and keep the medical alarm? Or do I have to change over to another RSP?

    • Amy Pearce says:

      Hi Tricia,
      Thank you for your comment, it’s unfortunate that there is a lot of confusion around the National Broadband Network.
      In response to your question, you need to check with the manufacturer of the medic alarm to confirm that it will run over the NBN, from your question it looks like you have had this confirmed that it will – but if not you’ll need to have this confirmed.

      If you require a Priority Assistance broadband service on the NBN then iiNet/Westnet will not be able to support this, iiNet does not offer Priority Assistance (on any broadband service, ADSL, Naked or NBN).
      However if your manufacturer of the medic alarm confirms it will run over the NBN and you do not require a Priority Assistance services then you can remain with Westnet/iiNet.

      I hope this clarifies for you, I’m happy to assist you further if required.
      Regards, Amy

  7. Roger says:

    Very interesting info, which clarifies I number of issues for me, but what will it cost me? I live in suburban Perth

  8. Russell says:

    I signed up with Westnet to have NBN in mid February, followed all instructions given to me now mid June and still waiting, even after I was told to disconnect my adsl 2 days prior to connection to optic fibre, still waiting and it’s illegal to be reconnected to adsl as NBN runs down my street, it’s been nothing more than a nightmare, another you beaut plan by government with no thought given to having appropriate technicians do do the job,

  9. StanTaylor says:

    If NBN is to become compulsory why do we have to apply for connection? Surely it should be automatic.
    My problem is not the speed of the internet (there are always odd filing jobs in the office) but the constant drop out from the internet. Between 5.10pm and 6.55pm on Monday I lost contact 4 times.This is normal.

  10. Stuart Docherty says:

    It feels like 10 yrs since I first heard the mention of “NBN”, I think it may remain in the urban myth category or some time yet…

  11. Ron Fisher says:

    Who cares, there are far more important issues than this, let’s find a cure for cancer or reduce poverty. There’s more to life than making money.

  12. Sam De Laurentis says:

    I thought there was going to be two different types of rollout for NBN. FTTN and FTTH. However I can’t find any information on iiNet about people who will get FTTN.

    Is there a resource that I could look at that explains the difference between FTTH and FTTN (in terms of installation, speed differences etc…) and who gets what?

  13. philip says:

    that is so funny about nbn i live in two rocks and in this day and age being 2014 i cant even get adsl 2 so i will be dead before i get nbn

  14. Tim says:

    It is because telstra is privately owned that broadband speeds are so patchy. The telstra optus HFC rollout didn’t get very far before both companies realized the economics of two sets of infrastructure in the same street wouldn’t produce a profit. So while some city areas have duplicated infrastructure, regional areas missed out because there isn’t the population density to make a profit. NBN Co fixes this.

  15. Foday says:

    Compulsory and expensive, a real pity for a poverty stricken student like me.

  16. robert says:

    what is going to be the the financial costs to me as I am an aged pensioner that already has a suitable system for his phone and broadband system and at the top of the money range for my income ..why should it cost me more to receive less as always happens when I receive things .

  17. Anne says:

    You forgot to tell us how much more this is all going to cost. That will be the main issue for a lot of people. Annie

  18. Valerie Moffat says:

    My computer, as you can see from my email address has been with iiNet and its predecessor for many years. My house phone is with Telstra my mobile with Vodafone. All have served me well.I guess that NBN will take over my Telstra account…am OK with that but I want to stay with Vodafone for my Nokia.
    What, without bias, would you suggest for me.
    A faithful iiNet customer

  19. Peter Leishman says:

    In my area, far north coast NSW Mullumbimby hinterland, NBN wants to introduce RF broadband (wifi) from strategically placed towers, Apart from opposition to this as a health hazard, we live in a mountainous forested area and believe it won’t work, so many of us will be on satellite broadband which will require a dish or box on the wall.
    There is fibre optic cable to all the schools in the area. Why can’t that be extended and connected to homes in the area?

  20. Jurgen Loehndorf says:

    Hi, have known all those details!
    As NBN is happening in our area, troops
    of the organisation can be seen trying
    to fix things! And poor Telstra folloing
    up fixing their cables the NBN folks “hacked”
    into…Hope it gets sorted soon….Cheers

  21. Fred from Fullerton Cove says:

    Why are you asking for my login name and password on your ‘Register Interest’ form?

    I would have thought that my email address would be sufficient. I make a practice out of never giving out my password to anyone.

  22. Ivan says:

    Thanks for the helpful info.

  23. Annie Jury says:

    I thought our newly elected government were scrapping the NBN. Is this yet another lie?

  24. Graham says:

    Once again forced to do what the Labor government wanted. Besides the total waste of money I can see connection fees and added costs before too long and it will go the same way as the electricity and gas supply. RIPPING the public off. And of course BIG Brither will be watching. Why be forced to change when some of us are happy to continue as we are. My Optus Cable is fast enough.

  25. Chris says:

    I have westnet for our landline, internet and mobile, is this the same as being with iinet?? Confusion reigns after reading Kevin Maynards post..:-) xx

  26. Kevin says:

    Not happy Jan! I will have to pay NBN to connect to it and still get the Copper wire delivery that I already have, courtesy of the Liberal Government’s policy of fibre to the node and the retention of the old Copper wire system to the client. We are being ripped off.

  27. Graham Redden says:

    Approximately when if ever are we likely to see NBN ? We live 200km south of Perth in the country near a small town called Donnybrook.

  28. P Manners says:

    I am still confused as to how the NBN affects me because I live in a Retirement Village which as you know is private land. As there is absolutely no way that the land owner will pay for any one to lay NBN equipment in our village, and if our phone service is going to be disconnected after the Sunshine Coast becomes “Live”, how are we going to get internet and phone services

  29. Jim Sheehan says:

    I have my inter net with iinet and my telephone through copper with Telstra. The copper goes in about 14 months but telstra tells me that I cant have the phone through NBN with telstra unless I have internet with telstra too. Is this correct? When I signed up with iinet through NBN this was not made clear.

  30. Mike says:

    I have an NBN connection. It is worth every cent Australia spends on it. The advice above is excellent – prepare well in advance and BEWARE Tetstra Advertising which makes it appear they are the NBN “providers” – I am now Telstra-free after 40 years of being at their mercy- and I say a quiet “thank you” every morning when logging onto my favourite sites.

  31. Jen Thurmer says:

    I am appalled that in a democratic country we are having this potentially controlling approach to communications imposed on us. I know of no one who trusts this change. Most don’t want it, most think that ultimately the NBN will cost us more, and the whole process is a sprat to catch a herring – just like digital television, pink bats, school gym halls, solar panels etc. I would prefer to stick with things as they are, as I am sure that at the bottom of this is just another scheme to filch more money from us, without in the long run improved services.

  32. Anne says:

    Wow, 3 months later and we finally have things sorted out with NBN and our ISP, now Iinet. How confusing with so many mixed messages. I have to say when push came to shove and we were billed excessively by Telstra, given wrong information from installation team etc – lost internet connection for days and phones – glad we changed to iinet as they have been very supportive and provided hours of sorting out major issues.

  33. Steve Clark says:

    It is a very heavy-handed, dictatorial approach to broadband, isn’t it? No wonder so many Australians don’t believe the government would do it to them. I’ll wait until my copper connection is cut off (I don’t want a landline anyway) and try to get a wireless broadband connection. Who knows, by then there might be a better solution using existing copper?

  34. Ian Smith says:

    Still awaiting answers from iinet as to how to connect my telephone. Had to buy a wireless phone, as I need to connect it in the garage by the nbn connection and use the hand set in the house when battery is flat recharge it in the garage by the nbn connection.

  35. CONFUSED says:

    If I change from using my existing Iinet braodband CABLE connection that I currently pay Iinet for monthly, to using the NBN broadband connection through Iinet, what will be the difference (a) in broadband speed and (b) in cost.?

    Very confusing information you sent us.

  36. Jim says:

    I live in a Caravan park. I don’t think the owner will put cables through the whole Park.
    Will we loose our Land Lines and be forced on to Cell Phones.

  37. Tim says:

    It’s a shame that in a place like Albury iiNet can only deliver DSL1 (but then charge $10 a month to make it faster). With the delayed rollout of NBN it feels like rural areas are being held in limbo until a decision is made to upgrade us.

    How about iiNet provide the faster service at no charge instead of hitting us with a $10 fee? We also need to have a phone line as Naked is not available so are paying about $30 a month there for nothing.

    If you cannot deliver NBN, upgrade your nodes so we can get the product we want.

  38. Rob Rowe says:

    No one can tell us in the Midland – Eastern suburbs area when the NBN will be rolled out. Probably not in our lifetime!!!

  39. Geraldine says:

    iinet service support team care …. most impressed wit h their service….. and you can request on connection to the team can have the technician you are familiar with emailed to contact you …. that is pretty much unheard of these days ….

  40. For anyone not familiar with computers, it is the technical language that is so confusing to begin with.

    Then seemingly easy to understand terms – such as: the ‘standard connection’ will be free – had me googling to find out exactly what the standard connection would involve, but the exceptions, as to what may or may not apply, left me still clueless.

    Also, I have had to actively dig for information, which IMO most people can’t be bothered to do.

    A friend of mine who is 92 y.o. is having to pay $40 pm, simply to get a landline… oops, should that be ‘fibre phone’?

    Then there is the two-year contract to sign up to… ’nuff said.

    My NBN outside box has been attached to the wall between the toilet and the laundry room, which is the furthest point they could put it, to being any use – and it is behind a built-in cupboard, so I expect this to cause problems with the internal installation.

    Happily I have selected iiNet as my provider, and the NBN techie is booked for tomorrow afternoon, so I await developments.

    And the answers to my concerns…

  41. Margaret Pretorius says:

    P.S. Also I am concerned about the possible problems e.g. service overlap, and resultant costs; of changing from one Internet ADSL provider to iiNet NBN.

    Especially as I am not sure how long it will take the new NBN service to commence.

    Nor do I know what sort of ‘notice’ I will have to give my current provider of cancellation of their services. (Fortunately, the contract expired ages ago, so I won’t be breaking my contract with them.)

    Hoping this helps you, iiNet?

  42. Karen says:

    I’m concerned about the COST!! Quote by iinet was OUTRAGEOUS!!!!!!! Ring them and ask… kicking cause I can’t remember the exact figure but remember thinking it was going to be aroung 5 x the cost noe.
    She said ‘it’ll be faster’ and I thought – weeeellll it’ll be used up in NO TIME!!!

  43. Mazz says:

    Would it be possible to provide an update on this article.
    Since the LNP came to power Sept last year I have found the information on the NBN so confusing I really wonder if the government know what they are doing other then reviews.
    When Labor were in government my area was scheduled to have the NBN by 2016, now my area (southern suburb near Bull Creek Station) is not even showing with any timeline or type of rollout. Do you guys know where we are at please.