How do I get connected to the NBN™?

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

All you'll need to do is pick out an NBN™ plan and sign up online, or give one of our friendly NBN™ experts a call on 13 19 60 . 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 19 60 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. Learn more.

Upgrading is simple, just sign up online or call our expert Sales Team on 13 19 60 to get started. If you're already with Westnet, you can select "Upgrade to NBN" in My Products > Broadband in MyAccount .

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 Westnet?

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

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

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.

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

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

Will my current modem/router work with NBN™ broadband?

To use your NBN™ service your modem must be NBN-ready and allow you to change the VLAN setting. For NBN™ FTTN or FTTB your modem will also need to be VDSL2 compatible.

You can check compatibility with your modem manufacturer. Learn more about modem compatibility requirements.

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

If you're getting a modem/router supplied by us, you can rest assured that it will be fully compatible with the type of NBN™ service you're receiving.

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: 

• Westnet does not offer a Priority Assistance service. If you have Priority Assistance or believe you may be eligible, please consider this before lodging your application.
• We recommend you register any medical alarm services on the NBN Medical Alarm Register, which can be found on the NBN Co website.

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

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

You sure can! You may switch between out NBN™ plans at any time without incurring any plan change fees.

If you wish to change your NBN™ plan, check out our Changing your broadband plan in MyAccount guide or simply call us on 13 19 60.

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.

These speed ranges are based on information provided by nbn™. Actual Speeds could be slower and may differ due to various factors. Find out more about NBN™ speeds

The different flavours of the NBN™

NBN™ FTTP

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

NBN™ FTTB

Fibre optic cable connects to the building’s Main Distribution Frame (MDF), typically in the basement. From there, the MDF will connect to the wall socket in your unit via the building’s internal copper cabling.

NBN™ FTTN

Fibre optic cable connects to a node (a cabinet in your street or a street nearby). Copper cabling connects from the node to a wall socket in your premises (for some premises the copper passes through a Main Distribution Frame).

NBN™ FTTC

Fibre optic cables connect to a small node close to your premises and existing copper cables deliver broadband to an NBN™ FTTC Connection Device in your premises.

NBN™ HFC

Coaxial cables deliver broadband to an NBN™ HFC Connection Device in your premises.

Check out how NBN™ is delivered.

Connecting to the NBN™

• Please do not disconnect your existing services until your NBN™ service is working.
• Once the NBN™ roll out has been completed in your area, services over the legacy copper & HFC (Cable) network will no longer be available at your premises. Any copper & HFC (Cable) services that are still connected at your premises on the Disconnection Date are liable to be disconnected. Westnet Cable services in Geelong, Mildura and Ballarat are not subject to this disconnection.
• The installation of NBN™ FTTN, FTTC or FTTB will disconnect the current copper-line telecommunications service that is connected to your premises if you have elected to transition your existing copper-line
  • For FTTN & FTTB this will occur outside of your premises during your installation.
  • For FTTC this will occur when your NBN™ service is activated, which typically occurs when your NBN™ Connection Box is connected (and working) by either you or an NBN™ Installer.
• 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 FTTN, FTTC or FTTB this may the first telephone wall socket in your premises or, in the case of multi-dwelling units, your side of the Main Distribution Frame.
  • For FTTP or HFC 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 VoIP-compatible modem. NBN™ Fibre (FTTP) may include Fibre Phone instead of Netphone, which does not require a VoIP-compatible modem to operate.
• Some of our NBN™ Phone services will not work on a third party modem. In these instances we will not provide you an NBN™ Phone service if you have not purchased a Westnet modem.
• 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.
• Calls to certain 'high-risk' international destinations are not available by default.
• 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 Westnet NBN™ service. If your NBN™ 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.

Hardware

• Some NBN™ applications require you to purchase an Westnet modem (which is WiFi and VoIP enabled).
• There are multiple types of broadband and phone on the NBN™, with different hardware setups and requirements. Learn more about modem compatibility requirements.
• NBN™ FTTC connections require an NBN™ Connection Device, which:
  • May be shipped to you for self-installation (if your premises is eligible)
  • Will reverse-power the NBN™ network to provide you with a working service
  • Remains the property of NBN Co and should not be removed from the premises

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 the speeds shown below. Unlimited plans do not have a quota limit.

You may purchase a Data Pack to unshape your NBN™ service.

NBN™ plans are available on a no lock-in contract.

Fair contract guarantee

When you sign up to a contract, you commit to retain your NBN™ service for the set period.

However, our fair contract guarantee lets you change between plans at any time without the need to break your agreed contract.

* Any cabling that is required in your premises beyond the Network Boundary Point is your responsibility. This does not include the purchase of a modem. There may be additional installation fees for non-standard premises, however your agreement to these fees will be confirmed prior to Westnet setup.

So you've gone a bit crazy on the old downloads. Don't sweat it, we've all been there - just pick up a Westnet Data Pack to replenish your monthly broadband quota. It's a bit of extra quota added to your Peak, Off-Peak or Anytime allowance for full-speed access when you want it. Available through MyAccount . And we promise not to tell anyone. Honest.

Learn more about our data packs.

To get Netphone up and running in your home, you'll need:

Fibre Phone is provided as a substitute for Netphone to some of our NBN™ Fibre (FTTP) customers, subject to availability.

To use Fibre Phone, plug a standard phone handset into the UNI-V1 port on your NBN™ Connection Box.

NBN™ Phone includes the following standard features:

• Calling Line ID Blocking
• Call Barring
• Call Forwarding
• Call Waiting
• 3-Way Call

Please note that by default, NBN™ Phone numbers are not listed in the White Pages directory. Provided that you do not opt in to having your number listed and Calling Line ID Blocking is switched ON, this would be equivalent to a “Silent Number” available for landlines.

All NBN™ Plans listed above have access to International Call Pack for $10 per month. This includes calls to landlines in our top 20 international destinations.

Some of our NBN™ Phone services will not work on a third party modem. In these instances we will not provide you an NBN™ Phone service if you have not purchased a Westnet modem.

View international call rates

Download the NBN™ Phone Critical Information Summary