Clearing up NBN™ misconceptions

With any new technology, there can be some confusion while everyone tries to understand the ins and outs of it. When it comes to the NBN™, there are a number of misconceptions and myths floating around. To help clear things up, we’ve compiled a list of common NBN™ misconceptions and broken them down so you know what to expect with the NBN™.


Misconception 1 – The switch to the NBN™ will only affect your internet connection.

Your phone services can be affected as well. When the NBN™ comes to your area, it will eventually replace most existing fixed phone and internet networks meaning you’ll need to switch over if you want to keep these services. While the copper network used for landline phones in NBN™ Fixed Wireless and NBN™ Satellite areas will not be affected, it’s a different story for urban and suburban areas receiving other NBN™ technologies. After roughly 18 months of the NBN™ and the old-fashioned landline phone/broadband services existing side-by-side, the old landline network will be disconnected. You need to switch your services over to the NBN™ before the network is disconnected, otherwise you may not be able to keep the same phone number. You should receive letters from your phone and broadband service providers warning about the disconnection well before it happens, so you won’t be cut off out of the blue.

The full list of services that will be switched off are listed on the NBN Co website here.


Misconception 2 – You can’t switch to an alternative technology

For those on NBN™ Fibre to the Premises (FTTP) and Hybrid Fibre Coaxial (HFC), you’re currently unable to change the type of technology your premises is connected on. The ability to change technologies is currently under development for HFC areas, so stay tuned. However, for all other technologies, the Technology Choice Program is available to eligible groups of premises or individual premises to switch to an alternative NBN™ technology. It’s important to keep in mind that if you apply and your premises is eligible, an application fee of $660 will apply if you choose to proceed with the application. The entire cost of switching to a different NBN™ technology includes the cost of the build and can be extremely expensive, and depending on your premises can range anywhere from a few thousand dollars to tens of thousands.

If you’re in our VDSL2, Cable and FTTB network areas, you also have the option of choosing these technologies. With unlimited data, rocketfast broadband, and reliable performance at an affordable price, these plans are a high-powered alternative to the NBN™.


Misconception 3 – If you have slow ADSL speeds you’ll have slow FTTN NBN™ speeds

Firstly, the Node that your premises connects to for NBN™ in your area may be much closer than you expect! This means that there’s less distance for your connection to travel and you should receive quicker connection speeds. Additionally, many of the factors that can affect ADSL speeds, such as the line length and quality of the copper wiring use, are not as prevalent for the Fibre to the Node (FTTN) technology. FTTN uses a much shorter copper length, so the signal strength doesn’t reduce over the distance as much, meaning that the FTTN speed is typically quicker. NBN Co are also working to remove unnecessary bridge taps in the copper wiring (a physical pairing of the copper line) which may have reduced the ADSL speeds you were previously connected to.


Misconception 4 – The NBN™ technician decides where your equipment is installed

Depending on the technology and the facilities available at your address, the equipment you’ll need may differ. Where new equipment or physical connection work is required you will be able to discuss your options with the technician. It’s important to understand that you’re allowed to discuss alternative options for installation and do not have to accept the recommended installation points suggested by the technician.

While NBN Co will choose where the external equipment needs to be installed, you get to choose where the internal equipment is installed in your home. There are some guidelines you’ll need to consider for installation (for example, it shouldn’t be near any sources of heat or water) but be sure to consider where this will be installed as it can take up quite a lot of space and isn’t very elegant!

You can check out our article Building a home and looking to get NBN™ some tips for installing the NBN™ Utility Box and NBN™ Connection Box in your home.

For more information about the different types of equipment used for NBN™ connections, check out Connecting to the NBN™ on iiHelp.


Misconception 5 – FTTC technology is available to everyone

Fibre to the Curb (FTTC) is the new NBN™ technology that will be rolled out to around one million premises by 2020. Compared to Fibre to the Node (FTTN) technology which uses the existing copper network for a longer stretch before reaching the home, FTTC technology uses a shorter stretch of copper network, typically resulting in faster speeds.

This technology will only be available in areas selected by the NBN Co for FTTC. Unfortunately, that means that if you’re currently connected or have another form of technology rolling out in your area, this technology will not be available by default.

You may notice that “curb” is spelled a little differently than we’re used to! Check out our blog FTTC: The new NBN™ technology to find out why!


Misconception 6 – You need to make an appointment and be home to get the NBN™ connected at your premises

This one depends on the type of technology and infrastructure at your premises. If your premises has previously had an NBN™ connection, an appointment is typically not required.

However, if your property has never been connected to the NBN™ before and you’re connecting via Fibre to the Premises (FTTP), HFC, Satellite or Fixed Wireless, someone over the age of eighteen will need to be home to give an NBN™ technician access to complete an installation.

For Fibre to the Node (FTTN), typically no on-site installations are necessary and most work to convert your existing phone line will be completed by NBN Co outside of your premises. This will still require an appointment that will be booked for a specific date and time range, but you won’t need to be present for it.

On the other hand, Fibre to the Building (FTTB), typically does require an on-site installation so the technician can confirm that the work to connect your premises was successful (as they do not have access to the copper from your building’s communications cabinet to your apartment).

For Fibre to the Curb (FTTC), the work to convert you to NBN™ has often already been done. An NBN Connection Device will be shipped to you so you can plug it in to get online. In cases where that work has not been done, a technician will be booked to complete that work and they’ll also connect the NBN Connection Device for you.


Misconception 7 – It will cost thousands of dollars to install the NBN™ at your house

The standard installation of NBN™ equipment is free of charge. All you need to do is purchase a compatible modem. You won’t need to carry out any other rewiring around your house unless you specifically want hard-wired access in certain places around your home.


Misconception 8You can continue using your current internet connection

This isn’t true. The NBN™ will be the national standard for broadband and phone communications. The legacy copper network and Telstra cable network used for most non-NBN™  internet services will be disconnected 18 months after your premises becomes ready to connect to the NBN™, so you’ll need to ensure you make the switch before this period ends. Keep an eye on your letterbox for any notices from your phone and internet providers that your services will be disconnected soon. Once you get one of those, it’s really time to get a move on and upgrade to the NBN™ so you don’t get stuck without a connection!

Remember, if you’re in our VDLS2Cable and FTTB networks areas, you can opt to connect to one of these technologies instead of the NBN™.


Have you come across another myth around the NBN™? Share it with us in the comments and we’ll break it down for you!


  1. Peter says:

    So many errors, where does one start? To help you out here is the first one I found. Misconception 2 – You can’t switch to an alternative technology

    For those on NBN™ Fibre to the Premise (FTTP) and Hybrid Fibre Coaxial (HFC), Should read FttN. Why would you switch from FttP?
    As for Misconception 3 that one is actually true from expirience. If you have slow ADSL you will have frequent intermittant FttN. Highly unrealiable.

  2. Lorraine Hegyi says:

    Fact, not myth – many thousands of people who have changed over to NBN are experiencing problems and are dis-satisfied.

    • Leo Yarnold says:

      Hi Lorraine,

      This is where we encourage our customers to talk to us about their NBN issues. We want to know, so we can do whatever we can to have their issues addressed.

      – Leo

  3. Mary Pianka says:

    It would be good to know what happens in existing apartment buildings.

    • Leo Yarnold says:

      Hi Mary,

      In most apartment buildings, if there is a strong chance the building will have NBN Fibre To The Building installed. This means that the NBN comes in at the building and then the existing copper lines take the connection from the building cabinet, into each apartment.

      There are some exceptions – if there was Fibre To The Premises already installed, those apartments will have an NBN NTD attached to each apartment. Otherwise, it may be best to check out coverage page ( to obtain an idea of what may be available to you.

      – Leo

  4. Chel says:

    Yep, it will cost me $350 to have new connection to my home!!!! Because the internet provider refuses to waive it!!!! Angry about this!!!!!

    • Leo Yarnold says:

      Hi Chel,

      The charge itself comes from NBN and is commonly known as the New Development Fee. No provider will waive this, as it applies to the very first instance of an installation at an address and is used by NBN to recover some of the cost of connecting to the premises.

      – Leo

  5. Jon says:

    What is your source of information for the comment ” If you’re in an existing FTTN area, keep an ear out for updates as NBN Co are currently investigating ways to rollout FTTC to existing FTTN areas.”

    Please tell!
    My understanding is – no update plan exists for those on FTTN …please advise if you know different.!

  6. Lessor says:

    For many of us, there is NO NBN solution. NBN is failing us. Over twenty years of dismally-slow speeds… and unacceptable satellite technology as our only option? What a future!~

  7. Louis van Ekert says:

    What is to story with Fixed Wireless please?
    I heard it will never be upgraded to 100 Mbps. But wil 50 Mbps available, and when?

    • Leo Yarnold says:

      Hi Louis,

      Keep an eye out, as we’ll publish any changes to our NBN Fixed Wireless offerings as soon as they’re available for sale.

      – Leo

  8. Mike Dowling says:

    I have a small printer connected to land line.
    If I cancel Land line phone will printer still work?

    • Leo Yarnold says:

      Hi Mike,

      No, the printer (assuming you’re using it as a fax machine), will no longer work with the functionality for the landline.

      – Leo

  9. David says:

    “While NBN Co will choose where the external equipment needs to be installed, you get to choose where the internal equipment is installed in your home. There are some guidelines you’ll need to consider for installation (for example, it shouldn’t be near any sources of heat or water) but be sure to consider where this will be installed as it can take up quite a lot of space and isn’t very elegant!

    The standard installation of NBN™ equipment is free of charge. All you need to do is purchase a compatible modem. You won’t need to carry out any other rewiring around your house unless you specifically want hard-wired access in certain places around your home.”

    I am confused, lot of space inside the house and yet we dont have to do any other rewiring around the house. Or is when you are building a house ?

    • Leo Yarnold says:

      Hi David,

      It can be both!

      Its wise to plan out your new build for internet connections. With existing premises, rewiring may be needed, if the cabling is aged, damaged or is in places that could cause interference.

      – Leo

  10. Anonymous says:

    Not much info on the phone situation. Like what sort of handset you need to use voip and that all your existing handsets are redundant. This is costly and confusing.

    • Leo Yarnold says:


      There’s no need to purchase new handsets. Instead, your current ones will still work, but they now plug into the phone port on your modem, instead of the phone socket in the wall.

      – Leo

  11. Terry Gooch says:

    Very interesting if I ever get NBN in my area.
    I live in a very local suburb but people 30Ks out further than the city centre have had the services years ago Very annoyed!

  12. Malcolm Douglas says:

    In my house I have a landline phone downstairs, and my computers etc upstairs. I am concerned that when the NBN does arrive there tech will only put one connection in the house, leaving me with the expense of arranging extra cabling, hook-ups etc.

    • Leo Yarnold says:

      Hi Malcolm,

      This is very understandable concern, given that the nbn technicians will only connect to a single point in the premises. Anything outside of this, will require a private technician to install additional wiring and connection points.

      Alternatively, you can consider Wi-Fi connections but as your premises is multi-storey, a Wi-Fi extender would be ideal to have, to boost the signal upstairs.

      – Leo

  13. John Martin says:

    I dont like the thought of being connected to the NBN as it appears to be too complicated and having too many options to choose from ? I would like to think that the ‘normal’ suburban household would just have to be connected to the new service with no options to choose from and consequently no problems. It does not seem that NBN approach is like that ie one basic update model that the majority will be able to connect to without any options or fuss and then if you want something different you can have it but it will cost you as you have something different to the norm ?

  14. robert callaghan says:

    I will be building a house at 11a Kingston crescent ,Kingston park Adelaide and completion will be around june 2019 .Will that have nbn available and what type eg fttn

    • Leo Yarnold says:

      Hi Robert!

      According to the NBN Coverage map, your area is being connected to a Fixed Line technology, so likely Fibre To The Node. The area is under construction so more information will become available closer to completion.

      – Leo

  15. Trevor Colelough says:

    So far I am happily connected to the NBN. BUT, I am strongly wondering if anyone in the NBN planning team ever thought about what happens when there is an Electricity BLACKOUT. We lose the whole lot. Is that really satisfactory for the elderly and disabled who could NEED communication in an EMERGENCY??? When will modern equipment and “these Planners” get it right???

  16. Graham says:

    Thankyou for this information. It is helpful and I have been reading the periodic updates that have been provided.
    There is however one area that is of critical importance that has, sadly, not been mentioned.
    It is simply regarding the cabling INSIDE customers homes.
    As you would be aware many existing homes have been wired with multiple telephone outlets – which were fine for that purpose – but that can cause significant issues for VDSL (and ADSL) services. Without going in to great technical detail it is this “star-wiring” topology that is an issue – and the resultant signal reflections that can cause data speeds to slow considerably – even stop in severe cases.
    Not that I am trying to defend NBN Co (far from it) but a lot of people complaining of slow speeds (allegedly) caused by NBN are unknowingly, and in reality, suffering the effects of incorrect and/or improper wiring in their homes.
    Regular NBN (and Telstra) Technical staff are prohibited (by law) from working past the network boundary in a home. (Normally the NTD or first TO). Any such work needs to be done by a Registered Cabler – sort of like a Licensed Electrician for Telecom Cables.
    Bottom line… this important information is being ignored by Carriers and ISP’s alike.
    Maybe it’s time to make THIS a little clearer – potentially to the benefit of all!

  17. Nat says:

    #4 is a misconception in itself … I requested a specific location from the installer and he completed something completely different. I was then in a hurry to pick up my kids so just left it as it was … I’ve learned to live with it but still not happy!

  18. Bob Henley says:

    I have just purchased a Laptop which is connected by wireless through my modem. I also have a mbs checker installed .Some days i get 2.6 mps and some days i can get 24 mps and other days all numbers in between. What the hell is going on. Ihave had aguts full

  19. John Powell says:

    I have read the above about the placement of the cable connection with the NBN tech and was told by him I could not have it placed were I wanted it like you have said in your above paragraph. It was placed inside a wardrobe and then ran the cable across the carpet to the opposite wall.
    I was also at the understanding my downloading would be faster which was and streaming would also be better. Alas my streaming was a lot slower than my Naked dsl connection.
    Not very impressed by that.
    Not Convinced with the connection
    Thanks John

    • Leo Yarnold says:

      Hi John,

      We’re sorry to hear that your NBN connection is not working as desired. What is concerning is that the connection wasn’t placed where you wanted it to, so we do recommend that you contact NBN to raise an installation complaint with them.

      – Leo

  20. David tudhope says:

    I live in a private estate so the NBN people wouldn’t run the fibre through the estate only to a node at the edge of the estate, when I moved into my new house foxtel told me that I could not get NBN but other households have it in this estate so is the NBN selective.

  21. Patrick Crowe says:

    Tell me what type of connection we will be getting when the NBN becomes available to us.
    eg. HFC, FTTC or whatever?

  22. Kevin Rowe says:

    I am currently connected to nbn wireless. What will happen to my connection? Will it stay as nbn wireless, or will I need to connect by one of the other networks?

    • Leo Yarnold says:

      Hi Kevin,

      Your connection will stay as NBN Fixed Wireless; the only way this would change is if NBN decided to increase the current fixed line rollout to rural areas, but this is a highly unlikely.

      – Leo

  23. Sheila popham says:

    We keep getting a no signal on our fetch top box

  24. Gary Fooks says:

    I’m a HFC Customer in Limbo. we were made NBN ready mid 2017, and all the available NBN products were both slower and more expensive. 2 months later all new NBN Connections were frozen – because of so many complaints and poor speed.

    But here is the catch. The 18 months clock is still ticking, with no guarantee about how long I have to do the change. It’s possible I could be turned off with no alternate open (such is my trust in bureaucracy)

    More likely I, and thousands of others, will need to change over in last minute rush. The “18 months to consider options” gets thrown out the window. And when demand is greater than supply, prices are never good for the consumer. Sellers know we will be doing panic buying.

    What needs to happen is that the 18 montsh has got to change from , from the start date to 18 months of “choice” time.

    • Leo Yarnold says:

      Hi Gary,

      The NBN HFC rollout has recommenced, so you’re now able to move to the NBN if you so wish. As the disconnection period approaches, you’ll be e-mailed by ourselves and NBN, advising you to switch to the NBN with a provider of your choice.

      – Leo

  25. I’ve recently been informed by Telstra, that the fibre optic
    Is now available to my premises.
    Please could someone from IINet contact me to advise on
    Costs involved in changing from the old connection to the faster Fibre Optic connection.
    I’m a retired RAAF serviceman and not very knowledgable on
    The new technology.
    I really don’t want to change my provider. However will change
    If IINet are unable to help me.

    • Brianna Burgess says:

      Hi Paul,

      We’ve just sent you an email to arrange this. Looking forward to speaking with you!

      – Brianna

  26. Mark Matheson says:

    For customers in Fixed Wireless Areas unable to connect to FW due to low signal strength at their premises.
    These customers if they have an existing ADSL service will be able to retain their ADSL service. They will not be forced onto Sky Mesh to retain internet services?

  27. Doug Eaton says:

    I currently receive pensioner discoun t for telephone.What happens when I switch

    • Leo Yarnold says:

      Hi Doug,

      We don’t offer pensioner discounts for our phone services. If oyur phone is with a different provider, we’d recommend having a chat to them first before switching to NBN.

      – Leo

  28. Neville Rule says:

    I have no idea of what NBN is about / what most of your statements above mean to me / I am not a fan of NBN as it has caused lots of problems to our household in the short time we have had it installed…
    1/ Compared to what we had with you previous, the current speeds seem very slow (though you have told me it is ok or normal) – so not impressed at all,
    2/ Before NBN, our internet service with you was great- worked ok all the time – we had phones connected to the wall plus other points around the home… with NBN, we had to connect your modem to a computer, which meant that the wall phone had to be placed next to the computer (to operate #####) whilst all the other phones & points around the home were now rendered totally useless !!!!!
    3/ Prior to NBN, our phone service with you worked 100% ok all the time – now with NBN, everytime there is a power blackout or storms around – let alone cyclones – the phones just dont work at all !!!!!
    4/ We were told to get mobile phones just in case, so that for any extensive interruption, they would work in lieu…. but what they forgot was they will not work when the towers are down – damaged in the last cyclone a short time ago …… so what do we do in an emergency situation ?????
    5/ What do we do with the various phone points around the home – do we disconnect them or remove them & putty up the holes in the masonry block walls ?????
    6/ I believe that NBN was not thought out properly & that the roll out is a shambles throughout our area…
    7/ I have no issues with iiNet at all – it is just that no one seems interested in providing answers to my concerns.
    8/ I have no idea as to what I have – Node / Curb / it was simply connected to the box out on the footpath – sorry, I am not an expert with the operation.
    Thank you

    • Brianna Burgess says:

      Hi Neville,

      We’re sorry to hear you haven’t been happy with the switch to NBN – It sounds like the primary concerns stem from the installation/physical layout of the NBN service. We’ll try our best to answer the questions you have!
      A primary difference with the NBN is the phone service, it is usually a Netphone (VoIP) which is dependent on an active Internet and power source to operate. You can look to have a battery back up installed so in the instance of a power outage you are covered. We understand this may not address all of the circumstances mentioned, however it will combat one of the major points. It may be worthwhile looking at having a Mobile (whilst not cyclone proof) it does provide a back up for if there is an outage etc. In relation to the existing wall sockets, it is entirely up to you if you would like to keep or remove them.
      We hope this has provided some additional information for any points of confusion. We are happy to answer any further questions you may have.

      – Brianna

  29. Trevor Williams says:

    I would like to be advised when my internet service and telephone will be reinstated after the FTTN has been actioned. I had assumed that this would be instantaneous after the NBN appointment.. Please advise.

    • Leo Yarnold says:

      Hi Trevor,

      Once your NBN is connected, activation usually occurs the same day though we do suggest allowing up to 48 hours, just in case. From there, your landline phone is switched to a VoIP Netphone service. This typically can take around 7-10 working days but can be less.

      – Leo

  30. Harry Smith says:

    You are not clear on the speed limitations and the fact that you cannot provide the speeds you advertise and ultimately charge for.

  31. John Bushell says:

    Hi, Now that we are connected to NBN, FTTN, is NAKED still available?

    • Leo Yarnold says:

      Hi John,

      Once you’re connected to the NBN, you’re unable to go back to a Naked DSL or ADSL service.

      – Leo

  32. Nik Tisma says:

    We have changed to NBN and our internet seems to be slower.

  33. Rodney Stevenson says:

    There is a story that not all telephone handsets will work with NBN. How do I know if I need to get a new handset?

    • Leo Yarnold says:

      Hi Rodney,

      Most standard corded and cordless handsets will work with the NBN. All you need to do is ensure your VoIP service is configured and then plug in the phone to the modem, instead of the wall socket.

      – Leo

  34. rudy says:

    you should learn how to spell VDSL2

  35. Mary Norton says:

    So sorry its a bit to much for me to digest. I am waiting for an email from iinet to confirm my connection to NBN.My medical alert in connected to WIRELESS.
    Many thanks
    Mrs M Norton

    • Leo Yarnold says:

      Hi Mary,

      Thanks for dropping by. We’d strongly suggest having a chat to your Medical Alert company about how going to NBN Wireless will affect you. Remember that you can keep your landline active with NBN Fixed Wireless.

      – Leo

  36. Leeanne says:

    Can FTTN change to NBN one day in Yanchep?

  37. more action less talk every 2 day nbn drops out.why I send this as no one reads it.


  38. I understand I am already connected. The only problem I experienced was with the landline phone. Once I connected the phone to the modem all has been fine.
    Re the internet I am not so sure. If I do have the nbn it was connected without any assistance from an nbn or iiNet representative.

  39. Jacqui says:

    There are a lot of terms I’m not familiar with, how do I know what is pertinent to my rental property??

    • Leo Yarnold says:

      Hi Jacqui!

      In simple terms, there’s not much real different between you renting or owning, unless:

      * NBN states that a New Development Fee is applicable – in this case, you may need to discuss with your landlord/property manager first, or;
      * If any physical alterations are required, such as drilling holes in walls, running wiring etc. Again, you’ll need to speak to your landlore/property manager to obtain permission.

      – Leo

  40. Kate says:

    How do we know which type of technology is coming to our premises, and when?
    FTTN, FTTC, FTTP or something else in 3084?

  41. Robyn Blanch says:

    I moved into a Government Housing Unit and NBN was supposed to be installed. It is in the tenancy agreement..
    Who should pay the $300 installation??

    • Leo Yarnold says:

      Hi Robyn,

      We suggest having a chat to your landlord/property manager about this, citing what is in your tenancy agreement. We’re unable to suggest any more than that.

      – Leo

  42. bob kavanagh says:

    I live on a main road and houses are connected to the NBN 1km away to the east and 2km away to the west. The NBN cable runs past my house and into the school next door to my property.
    I am presently on the same system as a FTTN via a Telstra optical cable to a box about 1km from my property and the speeds are OK. If you look at the NBN roll out map I am suppose to be already connected to the NBN.
    I am surrounded with NBN services but by some strange ridiculous reasoning I have to wait until 2020 to be connected to the NBN by fixed wireless.
    I am happy with the service I am getting at present but if I was on the NBN I would be saving about $25 a month because of better NBN plans.
    The optical cable is there, why not use it?

  43. Shannon says:

    Thought I should share this. We fought with iinet and nbnco for 3 months over our very intermittent internet connection. Our modem would reboot in cycles for days and then be stable for a few days and so on. Nbnco said we had a bridge tap in our house that needed to be removed by a private technician at our expense. This is something that all services providers forget to mention when publishing that your house in “NBN Ready”. We refused to get a technician at our expense so pushed back and 4 nbn technitians later we found that the unit at the end of our drive way was faulty. Since then we haven’t had an issue.
    Some advice research the issue before forking out your own money. The symptoms we were experiencing were not consistent with a bridge tap issue. Even if it was I would expect the service provider to ask the question before signing you up for nbn. Any house that had two phone connections will have a bridge tap.

    • Leo Yarnold says:

      Hi Shannon,

      Thanks for the feedback.

      As a note – when determining that a premises is “NBN Ready”, this information comes from NBN and advises that the network is ready to have a connection made to the premises. There is no information about the house itself or the internal configuration whatsoever; so this won’t be known by a provider or NBN at all until a technician attends, via a fault being lodged. Therefore, a provider would not even be able to ask about a bridge tap, as there is no information of this type available to them at the time of sale.

      – Leo

  44. val says:

    I am in a rural area and get adsl2.we are in between Kempsey and port Macquarie who both get nbn. We are told we can only have satellite.I do not want to pay more for this service and get less than I do now. The prime minister said on tv that no one will have a service less than they get now…so whats the go. Will I be forced off adsl 2 and made to have satellite, because if I am I will just not have internet. I also do not have mobile phone reception in my house so I cant even have mobile internet.

  45. Sheree Barber says:

    I have had a swap over to a new modem etc. But will I evntually get an email if I need to do more. I already installed over from Telstra’s modem (I’m with Iinet) but now I have a new modem and everything seems to be working fine with NBN. Am I meant to prepare for another change over, or am I up to date with all the correct connections etc. I’m a bit confused. I was under the impression tha now that I have the new modem etc. I was all done. How can I double check? Than you.

    • Leo Yarnold says:

      Hi Sheree,

      This is a interesting question!

      If the new modem you have is NBN ready, then all you’ll need to do is move to the NBN, with the provider of your choice. If it isn’t, you’ll need to change to a newer modem as well.

      – Leo

  46. Linda says:

    When we connected to NBN I lost the ability to use our downstairs phone so we didn’t have to race up our stairs to the study to answer our main phone.
    We are over 75.
    Is there something NBN can do about that for us.

    • Leo Yarnold says:

      Hi Linda,

      You have two options here:

      * Firstly, you can request NBN attend and change where the NBN enters your premises, via an installation complaint.
      * Otherwise, you may need to consider having a private technician attend to look at the internal wiring and make changes to allow you to use the phone.

      – Leo

  47. Jan Star says:

    We live in a v.high fire danger semi-rural area where we usually lose electricity with a local fire. This also means we lose mobile phone connection(there is a local relay tower) so our landlines are very important for checking local fire progress or location.Will we lose that reliable connection to the outside world?

    • Leo Yarnold says:

      Hi Jan,

      This is certainly a concerning situation to be in!

      As you’re semi-rural, we’d guess that you may have access to NBN Fixed Wireless or NBN Sky Muster Satellite. In those cases, you can keep your landline phone active with your current provider, so you can maintain a landline connection.

      If the connection is anything other than those two types, it will eventually be disconnected.

      – Leo

  48. Jon Miller says:

    I live in the Bedford area, WA currently I’m told I’m over the 3K distance for adsl2+ which is why my spped is only at maximum of 3.27Mps if lucky and it requires constant rebooting of the modem which is new. What technology are we getting this way and what will the NBN do for us that are at 3K or a bit further? When can we expect this to be ready?

    • Leo Yarnold says:

      Hi Jon,

      A check of the NBN rollout map shows that Bedford is part of the NBN FTTC rollout, with construction underway. For you, this means that you’ll see a much greater improvement in your connection, especially as far as speed and stability is concerned.

      – Leo

  49. Les says:

    What’s the point of keep emphasising the quantity of premises connected to NBN when instead it should be the quality of service, i.e the speed of the line and dropouts?
    I was getting NBN 25 Megabits per sec at Bittern, Vic, and then IInet said it would be increased to an average 50Mb/sec for free!Yippee!
    It actually increased to a blisteringly fast 27Mb/sec!:( Definition of “High speed” someone, please?

  50. Robert says:

    I have been told that my back to base security system will not update to a mobile phone addition. Can you tell me if a phone line from the security system direct to the NBM modem will fix this issue? This will save me paying for a new security system

    • Brianna Burgess says:

      Hi Robert,

      We’d recommend contacting the supplier of your back to base security system as they’ll be the best person to answer this question.

      – Brianna

  51. Craig Nichollls says:

    The main misconception that you don’t address is that you will not definitely get that speed you pay for. Your speed is highly dependent on how far you are away from the node. For example, I cannot get any higher speed than 30 mbs no matter how fast my plan is.

    You really need to highlight this. It took me over a month and a dozen calls to figure out why I wasn’t getting the 50mbs I was paying for.

  52. marcus wigan says:

    We have a small nec two line box connected to a copper line and one voip service via our home Ethernet network both work just fine on all the nec handsets on both floors but out internet comes in via an hfc Optus cable. I’m very confused as to where the nbn connection (scheduled to be FFTC in Eagkemont) will come in as the nec two line selected xchange s under the house and the cable modem inaccessible boy in another room connected via ethernet(the house has had cat5 cable fir nearly 30 years). Any advise cwelcomed

    • Brianna Burgess says:

      Hi Marcus,

      It sounds like you have smart wiring in your house which would explain why you have cat5 cable points in each room. NBN are experienced in handling different home layouts such as these to find a set up that works best for you – We’d encourage waiting for your installation appointment as an NBN contractor will attend and be able to review the set up and can provide a plan for installation of FTTC.

      – Brianna

  53. marcus wigan says:

    I HATE autocorrect! Eaglemont !

  54. bob kavanagh says:

    Leo, No comment about my post of May 27 1.09pm.
    My ISP is Iinet and I live in Chevallum Road Chevallum (Sunshine Coast) Qld next to the Chevallum School which as I said is connected to the NBN. Perhaps if Iinet did some pushing the few houses in Chevallum Road could be connected to the NBN now instead of waiting until 2020 for a fixed wireless service that by reports is already having problems in other areas. Bob

    • Brianna Burgess says:

      Hi Bob,

      As NBN are responsible for the roll out, you can get in touch with them to discuss NBN availability in your area and the current roll out plan. NBN will be able to confirm if the Chevallum School is currently connected and if there are any plans to expand on this in the near future.

      – Brianna

  55. Janice Gardiner says:

    Have had NBN for approximately for 2 years. NO faster, and many more problems with internet connection. I suppose that says it all, I would hardly say we are satisfied!!

    • Leo Yarnold says:

      Hi Janice,

      That’s not great to hear, as we certainly expect your connection to be faster. If you’re a customer of ours, we’re certainly able to lend a hand here!

      – Leo

  56. Calob says:

    We are currently connected to nbn with a HFC connection an we opted to go with Optus. We’ve been paying for 100 down an 40 up but have only been experiencing 10 down. we’ve called Optus multiple times for an explanation. Is there anyway we can get this fixed thank you

    • Brianna Burgess says:

      Hi Calob,

      We’d recommend contacting your current Internet Service Provider (Optus) to resolve any connection performance issues. They should be able to give you a hand with any troubleshooting or fault lodgement procedures.

      – Brianna

  57. David Lynden says:

    I remain a little confused, perhaps you can help.

    I am in a Wireless area in the country. Am I right in thinking that when I apply for NBN a Technician will come to my home and fit a directional arial on the outside and cable this to a box on the inside of the house?

    With this new NBN box in my house do I just plug a network cable into it and the other end into my existing modem/router (Netgear Nighthawk D7000 “NBN ready”)?

    And then just use the internet as usual, or do I have to buy something else to interface the NBN box with my computers?

    • Brianna Burgess says:

      Happy to help, David. It sounds like you may be in an NBN Wireless or NBN Satellite area! When you submit an application we will send a request off to NBN to arrange a technician to attend the premises to complete any required installation of equipment. We supply a free modem if you recontract your service for 24 months or you can use your existing Netgear. The modem will need to be connected to the new NBN equipment and a few tweaks to the settings – Here is an example:

      However we have a 24/7 Support line (13 22 58) available to walk you through this. When this has been completed you should be able to use the Internet as usual.

      Hope this helps,

      – Brianna

  58. Margaret Keane says:

    your comment “Once you’re connected to the NBN, you’re unable to go back to a Naked DSL or ADSL service.” OK if this is correct why am I being charged for this AND the NBN?? would like an answer via email please

    • Leo Yarnold says:

      Hi Margaret,

      Thanks for posting – sorry to hear this. When changing over to NBN, your old ADSL service stays active until the new NBN connection has been established. Once the NBN is activated, the ADSL is then cancelled, followed by the phone moving to a VoIP service, if you so chose to do so. This is why you may see a period over overlap on invoices for services.

      – Leo

  59. Jill says:

    Leo Yarnold
    May 27, 2018 at 12:42 pm
    There’s no need to purchase new handsets. Instead, your current ones will still work, but they now plug into the phone port on your modem, instead of the phone socket in the wall.
    – Leo

    The can someone please explain why I was told I needed new “voip” phones and not to keep my existing handsets? I stated I needed 2 walkabout and 1 desk set as this is what I already have. So now I’m being charged $99 per month for phones (which I have yet to receive) for something I don’t need, BUT will put my charges up if I “bring my own phones”!!Seems a little unfair I think. Wouldn’t you agree?
    Also one other provider told me there was going to be a new node built out the front. I asked another provider who told me to contact NBN as this IS their business not providers. I rang NBN to confirm this and they told me to contact my provider!! This is just so typical of all the comments I have been hearing…no one really knows what is going on Just a whole lot of dissatisfaction for something that didn’t really need to occur!!!

    • Leo Yarnold says:

      Hi Jill,

      Thanks for the extra information!

      Most people won’t need new handsets for them to work with VoIP services, so its unfortunate to hear that you were potentially given conflicting information.

      With regards to the location of nodes, this is commercial-in-confidence information and providers wouldn’t be able to release it to you. Ultimately, this is up to NBN to decide as part of their network rollout.

      – Leo

  60. HvD says:

    My home has a PABX connected to the current fixed phone line (Like a switchboard, connecting other phone points in the house, all using the same line.)
    If I get the NBN, will this be connected to the new phone line on the modem, and still work?

    • Brianna Burgess says:

      Hi HvD,

      We’d encourage contacting the supplier of your PABX system as you’ll need to check that it is IP compatible to run with a VoIP service and/or if any alterations need to be made in preparation for the switch to NBN.

      – Brianna

  61. Philip Middleton says:

    Medina, 6167. connected to NBN for some time now (FTTN). Its technically faster than my old ADSL2 connection, but subject to far more dropouts now. I’m close enough to the node to be able to lob a stone at it (well, almost). Over the last 2 years that I had ADSL2, I have seen more and more dropouts. The changeover to NBN left me without internet for 2 weeks (and I rely on Internet access for work), so that didnt impress. Initial NBN connection speeds were terrible, but eventually settled to being as expected (maybe a little slower, but acceptable). However the dropout problem has remained. I’m often up at all hours of the night and often notice up to 1/2 hour dropouts between 11pm and 3am. Most of the time I get 30 second to 2 minute dropouts during the day. I wish I could wind back the clock about 4 years and still have the ADSL2 connection I had back then.

    • Brianna Burgess says:

      Hi Phillip,

      We’re sorry to hear you are having trouble with your NBN connection stability. Have you had the chance to raise the matter with our Support (13 22 58) team? There are a number of troubleshooting steps we can take to identify what is causing the drop outs so we can get this fixed for you. We have an article available on iiHelp if you would like to get a head start:

      Let us know how you get on,

      – Brianna

  62. Les says:

    Agree with Craig Nicholls. Why are RSP’s even talking about a so called “achievable” line speed 40-50Mbps at certain times of the evening, when many of us can never exceed 27Mbps, yet we are all being charged the same? You can see this is a major problem, IInet, so why aren’t you dealing with it? Please respond to us.

  63. Tricia White says:

    I recently had two weeks of broken ADSL connection. Finally I had a new modem installed which is NBN friendly. This cost me around $350 with installation. By the sound of it, when the NBN is connected here I will have further costs and possible disconnections, will I have to physically reconnect my phones and computers? I am on WiFi but need help if I have to do that.
    Also I had the speed tested and I currently only have a speed of 2.1 hopefully this will improve with NBN.
    Like so many other people, I was happy with what I had (apart from slow speeds at times) I do not want the NBN!

    • Brianna Burgess says:

      Hi Tricia,

      It depends on the type of NBN service you have connected in your area – More than likely you will need to tweak the physical set up of your modem and phone, however we have a number of online resources and a 24/7 Support line (13 22 58) to walk you through this step-by-step.

      – Brianna

  64. Tricia White says:

    Thats all very well, but I do not want to be talked through anything, I want someone to fix any problems that arise. I just seem to be paying out money and yet still have very slow reception (this only started abut 3 weeks ago).

    Talking through problems is fine if you are very computer savvy, but if you are not or are elderly and have trouble hearing a person trying to explain what to do when there is a lot of background noise. Also some staff do not speak English well or clearly and you end up on the phone for a long time .

  65. Emeritus Professor says:

    iinet has not done what they promised on the upgrade to NBN. We cannot use more than ONE computer on the NBN as other email addresses are now non-existent.
    Our home phone did not work for a long time because iinet failed to provide the correct information to connect this and it has cost us an extra $300 to have our alarm monitoring system upgraded, and now we have to purchase a new phone system ($200) to have the same system that we had before the upgrade? (really a downgrade from iinet).

    • Leo Yarnold says:

      Hi Emeritus,

      Thank you for taking the time to leave your thoughts – we do sincerely apologise for the poor experience here, this isn’t the standard that we pride ourselves on. If this issue remains unresolved, we can try to have this addressed by the appropriate teams. Please feel free to contact myself directly with your details: We’ll then have this reviewed and ask for you to be contacted.

      You’re also always welcome to engage the Complaints Escalation Process, found here:

      – Leo

  66. Tricia White says:

    Having read the above reply, I am really worried about what this means for me. I have two telephone points, one upstairs and one downstairs. They are split to enable the landline upstairs and cordless phones upstairs and downstairs to be used. I have these because I need to be able reach a phone should I have an accident. They are fairly new.

    I have a laptop Windows computer and printer upstairs (where the modem is) and a MacBool Air downstairs, all on wifi. Are you saying that I cannot maintain these on the NBN?

    If so, why?

    • Chris May says:

      Hi Tricia,

      As NBN services use VOIP (Voice Over Internet Protocol) for their phone service rather than a traditional phone service I imagine that there would be some changes to how you have things currently set-up, but that’s not to say that you can’t have handsets and other devices connected at different points around the house, especially if you have cordless phones or devices that connect via WiFi. As my colleague advised, our support team will be more than happy to assist with setting up your connection when the NBN is installed if this is desired.

      – Chris

  67. Donn Howlett says:

    I have not yet been bestowed with the NBN connection, however, I am already anti-NBN, as I was originally advised that we would happen 25/11/2017, then up came 6 – 9months delay whilst the “pause to fix HFC, etc” was implemented. I now have received advice from iinet that my “ETA” is 1st March 2019. When I went to school, I was taught that there are 12 months in a year, so by my calculations,I should be ready for connection around about now, June 2018…..can anyone help me with my maths: I seem to think that November 2017 to March 2019 is 17 months! Does ANYONE at NBN Co know what’s going on and where and when? If this is any indication of the professionalism of this organisation, then Heaven help us in the future!

  68. Anthony says:

    Thats great except when you cant get nbn. Every block in the area is eligible for FTTN except 5 including us. 3 of those are spare blocks so makes sense, but remaining two should be eligible. Even the house behind us sharing thr same driveway (which likely uses the same pit) has nbn, but apparently we have to be stuck on 3mbps adsl until god knows when. No answer on why.

    • Leo Yarnold says:

      Hi Anthony,

      These issues can be very frustrating and it is worth having a chat to NBN about it. This could be something as simple as your address not existing in their records (it does happen!), so if that is the case, we can engage NBN on your behalf to have your address added and then re-assessed.

      – Leo

  69. Sean says:

    Why is there sooo much trouble while the NBN cable is being laid? I recently lost my landline and wi-fi service for over a week (Mount Colah), my Mother lost her service (Ashfield) and my in-Laes lost there service (Port Macquarie) for over a month!! This has hardly been a painless and seamless transition. I will have to wait for another three months before the NBN becomes active??

  70. Robert Smith says:

    We have NBN Wireless with iinet. I checked with NBN Co as to where antenna should be. It is direct line of sight to the tower on the peak of our roof. Have the 12 mb system, with Fetch. Twice as fast as our previous ADSL. Working great. No Failures. NBN Co informed me that the best wireless connection is by Direct Line of Sight.

  71. Brad says:

    We moved to a regional area in Victoria 4 years ago. ADSL very slow 1mbps, nbn had plans for fixed witness but no date was set out. Due to drop outs and work called up and got satellite. At this point I was never told I could never change technology. Then fixed wireless was rolled out and started 2019. Now am told I can’t changevto a superior cheaper product. I might have just tried to survive on rubbish internet if I knew this. Calls to nbn, ombudsman, ministers all useless. They just care if you are connected, not quality. Would not be so annoyed if told I couldn’t change technologies. Expensive internet and poor data pack. Bad as people2-3 klmfurther out than me ftomtiwn has better adsl due to a different exchange, but I can’t change that rither

    • Leo Yarnold says:

      Hi Brad,

      Thanks for your comments as you have highlighted a few issues here.

      Without knowing the specifics of your situation, it sounds like you may not be able to upgrade to a Fixed Wireless service due to issues with your location. Fixed Wireless is a line-of-sight technology, meaning that the premises needs to be able to have a potential signal clearly reach the nearest tower and back in a direct line. If you’re in the shadow of a hill, in a valley or have obstacles in the way (like trees), then this will stop the signal from reaching you, forcing you onto a different product type.

      – Leo

  72. Allan says:

    We have a Telstra landline and a different ISP. When we change to NBN(HFC), can we retain Telstra as a fixed phone provider and move to another ISP as our current ISP doesn’t have any NBN plans?

    • Josh McKenzie says:

      Hi Allan,

      Great question! When NBN rolls out and you’ve made the arrangements to activate the service, there will be an option to transfer your home phone across as a Netphone (VoIP). This will mean that your home phone will work over the internet connection via data as opposed to the dedicated line. Once the upgrade has been finalised, this will typically trigger the disconnection of the home phone line. Otherwise, NBN allows 18 months to transfer services over to the NBN Infrastructure before the disconnection of legacy copper services occurs.

      If you’d like for us to arrange a call from our sales team to discuss options for upgrade please feel more than welcome to shoot us an email with some contact details to We’d love to help out and arrange a call from our friendly sales team and see what we can do to get you connected on a new NBN connection.

      – Josh

  73. Paul says:

    Hello, I have iiNet Cable broadband. The blurb on your website states “…are a high-powered alternative to the NBN™” and “iiNet’s Cable is the reason more and more residents in Geelong, Mildura, and Ballarat, are choosing not to switch to the NBN™.”
    I have received a notice from NBN advising that existing phone and internet services will be switched off from 12 July 2019.
    Do I have to change to a NBN plan?

    • Leo Yarnold says:

      Hey Paul!

      You can safely ignore any notices from NBN – as you’re on our own network, independent of NBN, you are fine to stay where you are!

      – Leo

  74. Paul Thomas says:

    This is the 10th of June. We were told (by both iiNET and NBN themselves)that the NBN would be installed at our premises on or before 31st of May. There is no sign of the cable even starting to be laid – actual connection is out of sight. No word of apology, explanation or re-scheduling, of course. The frustration and irritation is intense – as is the sense of being treated with contempt. The chances of having reliable information (without self-serving excuses) emailed to me is pretty remote, I guess.

    • Leo Yarnold says:

      Hi Paul,

      Thanks for getting in touch!

      We’ve been able to locate your details and we’ve asked staff to get in touch with you to update you on the progress of your application.

      – Leo

  75. Walter says:

    I’m on the VDSL2 network in Canberra, so I don’t need to worry about the NBN notice that “it’s time to switch” on 11 Oct. Good; one less headache.

    However, if at a later date I decide to switch to the NBN after all, is there any time limit for doing so? If I waited for, say, 3 years, would that have been too long a time and I am forever confined to VDSL2 ?

    (I do realise that future legislation and technologies may change the equation.)

    I’ve tried to contact NBN directly but their telephone tree seems to point me back to their unhelpful website every time.

    • Leo Yarnold says:

      Hi Walter,

      We’re thrilled to hear that you’re on our network in Canberra – thank you!

      There is no time limit to move to NBN, if you’re attached to a different network, so yes, in three years time, you could opt to move to the NBN if the need to did arise.

      – Leo

  76. Steve says:

    Misconception 4 is true. NBN is finally available in our area and we had the NBN tech here this week to install the HFC connection in the home. He point-blank refused to relocate the service to where we wanted it and told us that we needed to contact iiNet if we wanted the connection moved.

    • Leo Yarnold says:

      Hi Steve,

      This is a tricky one, as NBN HFC connections will usually go where the already installed wall-plate is. If there is none, technicians do prefer to install the connection as close to the street as possible. However, you are within your rights to request that the connection be installed in a different location; if the technician has refused, then you can raise this as a installation complaint with NBN or through us, so this can be then attended to via a second visit.

      – Leo