NBN™ Support FAQs

Green Tree Frog nbn™ is a broadband service delivered to you over nbn™, Australia’s new fibre network, using a variety of different broadband technologies provided by nbn™ Co. There are currently four ways Green Tree Frog can connect customers to the nbn™ network:

• nbn™ network over Fibre to the Premise (also known as FTTP): NBN Co runs fibre directly to a customer’s home. NBN Co needs to install an nbn™ utility box (outside your home) and an nbn™ connection box (inside your home) to allow you to connect to the nbn network. On sign up we will determine if you need an appointment.
• nbn™ network over Fibre to the Basement/Building (also known as FTTB): Fibre is run to a multi dwelling unit (typically an apartment building), with existing internal copper wiring within the building used to connect a VDSL service (Very-High-Bit-Rate DSL). Customers connect via their modem to the existing telecommunications socket. If you have an existing service on the line you will experience downtime until we get you connected.
• nbn™ network over Fibre to the Node (also known as FTTN): Fibre optic cables are run from the telephone exchange to a street node or pillar, then the existing telecommunications copper lines are used to deliver broadband to the home. Customers connect via their modem to the existing telecommunications socket. If you have an existing service on the line, you will experience downtime until we get you connected.
• nbn™ network over HFC (also known as Hybrid Fibre Coaxial): nbn co uses the existing HFC networks (e.g. cable internet and Pay TV). Depending on your situation, nbn co may need to install an nbn™ utility box outside your house. nbn co will install an nbn™ connection box inside your house near a HFC wall-plate/socket. On sign up, you will need an appointment.

Fibre to the Basement/Building (Green Tree Frog nbn™ FTTB)

If NBN Co are re-using the existing wiring in your building, an nbn™ installer will need to connect the wiring to the nbn™ node in your building. You will need to work with your building manager to ensure the installer has access to the communications room where the node has been installed. Once your line is connected to the nbn node, the nbn installer will need access to your place to test the line so you need to make sure you are home.

If you have an existing service on your line (e.g. phone, fax or internet), access to that service will be lost during the connection of your Green Tree Frog service so you may experience downtime while we complete your order. Your existing provider will be notified by NBN Co when your phone line is disconnected. Once your landline phone service is lost, you won’t be able to make calls or port your telephone number. We suggest you use a mobile phone to make voice calls in the interim.

Fibre to the Premise (Green Tree Frog nbn™ FTTP)

If you already have your nbn™ connection box installed then you should think about the following before signing up:

• Do I have enough free space for my modem near my nbn™ connection box?
• Do I have a free power point for my modem near my nbn™ connection box?
• Do I want my modem to be installed where my nbn™ connection box is?

If you answered ‘no’ to any of the above, whether you choose Green Tree Frog or any other service provider, you will need to engage an electrician to re-wire the connection between your nbn™ connection box and your modem. This will allow you to connect your modem to the nbn™ connection box, and position your modem where you want it to be.

If you already have an nbn™ utility box installed, but don't yet have an nbn™ connection box installed then you can proceed with ordering your Green Tree Frog service; we’ll work with NBN Co to organise an appointment for an nbn™ installer to come to your home to install an nbn™ connection box.

Prior to your NBN Co appointment, you should have a think about where you would like your nbn™ connection box installed. Some of the things you should consider when selecting a location:

• Ensure there’s a free power point within 3 metres of where the nbn™ connection box will be installed
• Ensure the nbn™ connection box is installed as close as possible to where the modem will be located in your home
• Ensure you’ve considered the light that the nbn™ connection box emits e.g. it may not be a good idea to install it in a bedroom
• Ensure the nbn™ connection box is not installed outside your property, in the garage, in a wet area or in a hard to reach location.

Note: A standard nbn™ installation only allows for 40 metres of fibre optic cable connecting the nbn™ utility box (located outside your home) to your nbn™ connection box (located inside your home).

HFC (Hybrid Fibre Coaxial)

NBN Co is using existing HFC networks (e.g. cable internet and pay TV) to connect customers to the nbn™ network. Depending on your situation, you may need nbn™ equipment outside your house, but nbn™ Co will use any existing HFC infrastructure previously installed. An nbn™ installer will need to install an nbn™ connection box inside your house near an HFC wall-plate/socket.

Please ensure you have enough power points near your HFC wall-plate/socket to power both the nbn™ connection box and Green Tree Frog modem, as well as any existing cable services (e.g. pay TV) that you want to keep.

If you have an existing cable service (e.g. internet or pay TV), access to this service will be lost during the installation of the nbn™ equipment and activation of your service. During the installation process, NBN Co will install an HFC radio frequency splitter to allow your existing services to work after the installation is complete. It is NBN Co’s responsibility to make sure your existing services still work after installation, so please get in contact with the nbn™ installer or with NBN Co if you have any issues.

If you no longer require any of your existing services after your Green Tree Frog service on the nbn network is activated, please contact your current provider to disconnect that service.

Check your address to find out if the nbn™ network is available at your address. Then to sign up, we'll need the following:

Service address (where the Green Tree Frog nbn™ service will be connected)
• Full name
• Date of birth
• Email address
• Mobile number or other contact number
• Driver's licence, or other identification details
• Modem delivery address (if different to your service address)
• Credit or debit card details

You need to get the property owner’s permission to install an nbn™ Connection Box at the property before you can be connected to the nbn™ service. We recommend you speak to your property manager or land lord to discuss the connection.

You sure will. But make sure that your Body Corporate has registered to be upgraded to the nbn™ so the design work can be completed.

No, you don’t need a phone line to get connected to Green Tree Frog nbn™.

Either you or somebody else over the age of 18 who is authorised to act on your behalf has to be home for the duration of the installation appointment. You will need to be there to let the NBN Co technician in, tell them where you’d like your nbn™ connection box installed, and at the completion of the installation sign a form confirming you’re happy with the location of your installed nbn™ connection box.

Yes, in most cases we can port your existing telephone number over to the nbn™.

To be sure you keep your phone number, specify that you’d like to keep your existing telephone number when you sign up online.

Alternatively, call our friendly Sales Team on 1300 746 754 to discuss the matter further.

The nbn™ network is currently being rolled out region-by-region. nbn co anticipate the rollout of the network will take until 2020 to complete.

We have a handy nbn™ coverage map where you can check to see if construction has commenced in your location. Unfortunately we can't provide any timetables if the nbn™ roll-out hasn't started in your area yet. Information in the roll-out map is updated regularly, so keep checking!

You may wish to join our nbn™ Wait List so we’ll let you know how the rollout is progressing and when it will become live in your area.

If you already have an active nbn™ FTTP, FTTN, FTTB or Fixed Wireless service connected at your address and you'd like to switch to an Green Tree Frog nbn™ plan, please call us on 1300 746 754 between 9AM-5PM (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.

To set you up with Green Tree Frog on the nbn™ you will need to live in an nbn™-ready area. The installation appointment will be required for a NBN Co technician to install an nbn™ connection box inside your home. This is the piece of equipment to which your Green Tree Frog modem will be connected.

Once NBN Co completes the installation of the nbn™ connection box, we can then get your Green Tree Frog service activated. Typically between 2-7 business days following the NBN Co installation, we’ll send you an SMS confirming your service is ready to use.

Note regardless of which service provider you choose for your nbn™ service, you will still need an appointment with NBN Co to install an nbn™ connection box (if you don’t already have one installed), prior to setting up your nbn™ service.

We will arrange for nbn™ to install your service. We’ve sent you an SMS about being present onsite on the day, so please refer to it for more information.

If you need to be present for your technician’s appointment, please ensure you are there or arrange someone over the age of 18 who can act on your behalf.

To get you connected, the technician will need access to your building’s communications room. You will need to organise this with your building manager.

Either you or somebody else over the age of 18 who is authorised to act on your behalf has to be home for the duration of the installation appointment. You will need to be there to let the NBN Co technician in, tell them where you’d like your nbn™ Connection Box installed, and at the completion of the installation sign a form confirming you’re happy with the location of your installed nbn™ connection box.

Prior to your NBN Co appointment, you should have a think about where you would like your nbn™ connection box installed. Some of the things you should consider when selecting a location include:

• Ensure there is a free power point within 3 metres of where the nbn™ connection box will be installed
• Ensure the nbn™ connection box is installed as close as possible to where the modem will be located in your home
• Ensure you’ve considered the light that the nbn™ connection box emits e.g. it may not be a good idea to install it in a bedroom, home theatre room or any other room that you'd like to have dark on occasion
• Ensure the nbn™ connection box is not installed outside your property, in the garage, in a wet area or in a hard to reach location.

Note a standard nbn™ installation only allows for 40 metres of fibre optic cable connecting the nbn™ utility box (located outside your home) to your nbn™ connection box (located inside your home).

If you live in a new estate, e.g. apartment/unit/house in a new development area, you may need to pay the $300 NBN Co new development charge for newly constructed buildings.

A standard NBN Co installation only allows for 40 metres of fibre optic cable connecting the nbn™ utility box (located outside your home) to your nbn™ connection box (located inside your home).

If you are already connected up with NBN Co equipment we’ll normally activate your Green Tree Frog service within 2-7 business days.

If you need an NBN Co Technician to connect your service you will need to make an appointment through us. We will let you know if you need an appointment when you join. Once your NBN Co appointment is completed we will need to complete your order on our end this can take 2-7 business days. We’ll send you an SMS when done.

Note that these are usual timeframes only, we may be able to get you online sooner or your order may take a little longer than anticipated.

Typically, installation of the nbn™ connection box takes only half a day. But in some cases, a second appointment may be required because of the complexity of the installation (e.g. additional work may be required due to the location of the pre-installed nbn™ utility box or network configuration issues).

No, all the cables and wires required to install the nbn™ connection box will be supplied by NBN Co; wires and cables required to connect your modem to the nbn™ connection box will be supplied by us. If the NBN Co technician identifies on the day of your appointment that the distance between your pre-installed nbn™ utility box and the location of your to-be-installed nbn™ connection box exceeds 40 metres, or if you need an unconventional set-up, you will need to get a certified electrician in to wire your home the way you want it at your own cost.

This depends on the type of nbn™ service being connected and whether there has been nbn™ equipment previously connected. Green Tree Frog will advise you in advance if the nbn™ technician requires access into your premises.

If nbn™ equipment needs to be installed, Green Tree Frog will organise for NBN Co to install the nbn™ connection box at your home. On the day of the appointment, you or an authorised representative who is age 18 or over must be home for NBN Co to start the work and ensure that the nbn™ connection box is installed where you want it to be.

When the NBN Co technician arrives, you should discuss where you want your nbn™ connection box to be installed. Note a standard nbn™ installation only allows for 40 metres of cabling connecting the nbn™ utility box (located outside your home) to your nbn™ connection box (located inside your home).

• nbn™ utility box or Premises Connection Device or PCD: a box installed on the outside wall of your home connecting your property to the nbn™ fibre optic cable on your street.
• nbn™ connection box or Network Termination Device or NTD: a box installed inside your home connected to the outside nbn™ utility box. It is where you can plug in your modem

The instructions below cover a few simple steps to get your Green Tree Frog supplied modem up and running.

If you are using your own modem, then please also refer to the “USING YOUR OWN MODEM” section below.

To help you identify your nbn™ equipment, here is a picture of the typical nbn™ equipment found inside and outside your home.

Connecting the Hardware

1. Locate your nbn™ connection box. If there is a cover on your nbn™ connection box, first remove the cover by pressing the two clips at the base (either together or one at a time); then lift the cover at an angle to remove (see image below). If there is no cover, proceed to Step 2

2. Check that the power and optical lights on your nbn™ connection box are both displaying green. If they are not green, please contact us.
3. Plug the black power adaptor into a power point, and connect the other end to the port on the back of your modem.
4. Turn on the power button and wait 60 seconds.
5. Next, take the yellow RJ45 Ethernet cable, and plug it into the socket labelled WAN on the back of your modem.

6. Refer back to your activation e-mail from Green Tree Frog titled ‘Your Green Tree Frog nbn™ Broadband is ready to go’ and check which UNI-D socket your service has been activated on. Now locate that UNI-D socket on your nbn™ Connection Box and plug in the other end of the Ethernet cable.
7. After a minute or so, you should see the WAN light and Internet light on the front of your modem turn green. The internet light will flash green and the WAN will turn solid green.
8. Once the Power light, Internet light and WAN light on your modem are green, you’re ready to connect your devices to the internet!

Connecting Your Computer/Devices

You can connect to the internet with your Green Tree Frog service one of two ways, using Wi-FI or an Ethernet cable.

WIFI

1. Turn on Wi-Fi on your computer/device.
2. On your computer/device find and select the Wi-Fi Network Name displayed on the Wi-Fi information card.
3. Type in the Wi-Fi Password found on the Wi-Fi information card when asked.
4. The ‘WiFi’ LED on the front of the modem will turn green when a device is properly connected.

You can connect all of your laptops, tablets, smartphones and other Wi-Fi enabled devices via this method

ETHERNET

1. To connect via Ethernet, connect one end of the yellow Ethernet cable into any of the sockets on the back of your modem that are labelled 'Eth' or ‘LAN’.
2. Now plug the other end your computer’s Ethernet network port.
3. The LAN LED on the front of the modem will turn green when a device is properly connected.

Using Your Own Modem

If you are using your own modem, as opposed to a modem supplied by Green Tree Frog, then use the following settings while following the setup guide for your modem.

• Encapsulation/Connection Type/WAN Type: PPPoE
• Multiplexing: LLC
• Network Username: You can find your username in the ‘Your Green Tree Frog nbn™ Broadband is ready to go’ email you received from Green Tree Frog.
• Network Password: You can find your username in the ‘Your Green Tree Frog nbn™ Broadband is ready to go’ email you received from Green Tree Frog.
• VPI: 8
• VCI: 35

Even if you are using your own modem, “CONNECTING THE HARDWARE” section is still relevant.

The instructions below cover a few simple steps to get your Green Tree Frog supplied modem up and running.

If you are using your own modem, then please also refer to the “USING YOUR OWN MODEM” section below.

Connecting the Hardware

Your Green Tree Frog modem will connect to any telephone wall socket. For the best Wi-Fi coverage, place your modem as central as possible to where you use your Wi-Fi devices the most.

1. Unplug your existing telephone device (if you have one) from the telephone wall socket you will be using for your nbn™ FTTN/FTTB connection.
2. Connect one end of the supplied RJ11 telephone cable to the telephone wall socket and the other end to the DSL port on the back of the your modem.
3. Connect the included power adapter to the Power jack of the modem and then plug it into an available wall socket. Press the ON/OFF button to power the router on. The Power light illuminates in red. When the modem has finished booting up, the Power light turns green.

Connecting Your Computer/Devices

You can connect to the internet with your Green Tree Frog service one of two ways, using Wi-FI or an Ethernet cable.

WIFI

1. Turn on Wi-Fi on your computer/device.
2. On your computer/device find and select the Wi-Fi Network Name displayed on the Wi-Fi information card.

3. Type in the Wi-Fi Password found on the Wi-Fi information card when asked.
4. The ‘WiFi’ LED on the front of the modem will turn green when a device is properly connected.

You can connect all of your laptops, tablets, smartphones and other Wi-Fi enabled devices via this method

ETHERNET

1. To connect via Ethernet, plug the supplied RJ45 Ethernet cable to one of the yellow Ethernet ports (1-4) on the back of the modem.
2. Plug the other end into your computer’s Ethernet network port.
3. The LAN LED on the front of the modem will turn green when a device is properly connected.

Using Your Own Modem

If you are using your own modem, as opposed to a modem supplied by Green Tree Frog, then use the following settings while following the setup guide for your modem.

• Encapsulation/Connection Type/WAN Type: PPPoE
• Multiplexing: LLC
• Network Username: You can find your username in the ‘Your Green Tree Frog nbn™ Broadband is ready to go’ email you received from Green Tree Frog.
• Network Password: You can find your username in the ‘Your Green Tree Frog nbn™ Broadband is ready to go’ email you received from Green Tree Frog.
• VPI: 8
• VCI: 35

Even if you are using your own modem, CONNECTING THE HARDWARE section is still relevant.

The instructions below cover a few simple steps to get your Green Tree Frog supplied modem up and running.

If you are using your own modem, then please also refer to the “Using your Own Modem” section below.

Connecting the Hardware

1. Check that the power and optical lights on your nbn™ connection box are both displaying green. If they are not green, please contact us.
2. At the back of the nbn™ connection box locate the yellow UNI-D Port.
3. Connect the yellow Ethernet Cable to the ‘UNI-D’ port on the back of the nbn™ Connection Box. Connect the other end of the yellow Ethernet Cable to the blue ‘WAN’ port on the back of the modem.
4. Connect the Power Adaptor to the Power port on the back of your modem.
5. Press the power On/Off switch.
6. Optional - Connect the telephone cable from your existing telephone device to the Tel port on the back of the your modem.

Connecting Your Computer/Devices

You can connect to the internet with your Green Tree Frog service one of two ways, using Wi-FI or an Ethernet cable.

WIFI

1. Turn on Wi-Fi on your computer/device.
2. On your computer/device find and select the Wi-Fi Network Name displayed on the Wi-Fi information card.
3. Type in the Wi-Fi Password found on the Wi-Fi information card when asked.
4. The ‘WiFi’ LED on the front of the modem will turn green when a device is properly connected.

You can connect all of your laptops, tablets, smartphones and other Wi-Fi enabled devices via this method

ETHERNET

1. To connect via Ethernet, connect one end of the yellow Ethernet cable into any of the sockets on the back of your modem that are labelled 'Eth' or ‘LAN’.
2. Now plug the other end your computer’s Ethernet network port.
3. The LAN LED on the front of the modem will turn green when a device is properly connected.

Using Your Own Modem

If you are using your own modem, as opposed to a modem supplied by Green Tree Frog, then use the following settings while following the setup guide for your modem.

• Encapsulation/Connection Type/WAN Type: PPPoE
• 802.1Q: disabled
• Network Username: You can find your username in the ‘Your Green Tree Frog nbn™ Broadband is ready to go’ email you received from Green Tree Frog.
• Network Password: You can find your username in the ‘Your Green Tree Frog nbn™ Broadband is ready to go’ email you received from Green Tree Frog.
• VLAN Priorty: -1 (or Null)
• VLAN ID: -1 (or Null)

Even if you are using your own modem, CONNECTING THE HARDWARE section is still relevant.

The instructions below cover a few simple steps to get your Green Tree Frog supplied modem up and running.

If you are using your own modem, then please also refer to the USING YOUR MODEM section below.

To help you identify your nbn™ equipment, here is a picture of the typical nbn™ equipment found inside and outside your home.

Connecting the Hardware

1. Locate your nbn™ connection box. If there is a cover on your nbn™ connection box, first remove the cover by pressing the two clips at the base (either together or one at a time); then lift the cover at an angle to remove (see image below). If there is no cover, proceed to Step 2

2. Check that the power and optical lights on your nbn™ connection box are both displaying green. If they are not green, please contact us.
3. Plug the black power adaptor into a power point, and connect the other end to the port on the back of your modem.
4. Turn on the power button and wait 60 seconds.
5. Next, take the yellow RJ45 Ethernet cable, and plug it into the socket labelled WAN on the back of your modem.

6. Refer back to your activation e-mail from Green Tree Frog titled ‘Your Green Tree Frog nbn™ Broadband is ready to go’ and check which UNI-D socket your service has been activated on. Now locate that UNI-D socket on your nbn™ Connection Box and plug in the other end of the Ethernet cable.
7. After a minute or so, you should see the WAN light and Internet light on the front of your modem turn green. The internet light will flash green and the WAN will turn solid green.
8. Once the Power light, Internet light and WAN light on your modem are green, you’re ready to connect your devices to the internet!

Connecting Your Computer/Devices

You can connect to the internet with your Green Tree Frog service one of two ways, using Wi-FI or an Ethernet cable.

WIFI

1. Turn on Wi-Fi on your computer/device.
2. On your computer/device find and select the Wi-Fi Network Name displayed on the Wi-Fi information card.

3. Type in the Wi-Fi Password found on the Wi-Fi information card when asked.
4. The ‘WiFi’ LED on the front of the modem will turn green when a device is properly connected.

You can connect all of your laptops, tablets, smartphones and other Wi-Fi enabled devices via this method

ETHERNET

1. To connect via Ethernet, connect one end of the yellow Ethernet cable into any of the sockets on the back of your modem that are labelled 'Eth' or ‘LAN’.
2. Now plug the other end your computer’s Ethernet network port.
3. The LAN LED on the front of the modem will turn green when a device is properly connected.

Using Your Own Modem

If you are using your own modem, as opposed to a modem supplied by Green Tree Frog, then use the following settings while following the setup guide for your modem.

• Encapsulation/Connection Type/WAN Type: PPPoE
• Multiplexing: LLC
• Network Username: You can find your username in the ‘Your Green Tree Frog nbn™ Broadband is ready to go’ email you received from Green Tree Frog.
• Network Password: You can find your username in the ‘Your Green Tree Frog nbn™ Broadband is ready to go’ email you received from Green Tree Frog.
• VPI: 8
• VCI: 35

Even if you are using your own modem, “CONNECTING THE HARDWARE” section is still relevant.

If you're unable to connect to the internet and you are on the nbn™, please try these troubleshooting steps.

Things to check first

• A modem/router must support VDSL2 in order to work on the nbn™ FTTB/FTTN networks. Plugging in an incompatible modem may cause your connection to be blocked to prevent network issues, which means it won't work even when you switch to a compatible modem.
  If you believe this is the case, please call us on 1300 746 754, as we'll need to get your connection enabled again. All modems provided by Green Tree Frog are nbn™ ready.
• If you haven't already done so, follow the setup guide for your Green Tree Frog modem to plug it in and configure it for nbn™ FTTB/N.
• Check that all cables are in good condition and plugged in securely.

Troubleshooting

STEP 1: RESTART YOUR MODEM

Remove the power cable from the back of your modem for 60 seconds, then plug it back in. After approximately 2 minutes the lights on the modem should settle into a stable pattern.

Are you able to connect to the internet?

If No, please go to Step 2.

STEP 2: CHECK YOUR CABLE SETUP

Are your cables connected as on the image below?

If not, please change your cable setup to match it.

If your cables setup matches the image and the internet still isn't working, go to the next step.

STEP 3: CHECK YOUR WIRING

Has there ever been an internet or phone connection installed previously at this address?

• YES: Check the wiring and existing sockets throughout the premise for any line filters and remove them. Restart your modem again and try open a web page. Not able to browse? Continue to the next step.
• NO: Continue to the next step

STEP 4: CHECK THE MODEM CONNECTION

On your modem, the DSL light is:

• Off: Check the cabling from the nbn™ Wall Socket outlet is connected properly to the DSL port on the back of your modem.

Check if you can connect to the Internet. Not able to browse? The problem could be the phone cable between the modem and the wall socket.

If you can connect the modem to the nbn™ Wall Socket using a different phone cable.

If you can connect to the Internet now, it looks like your phone cable was faulty. Please continue using the cable you have plugged in now.

Not able to browse? Continue to the next step.

• Green Blinking: Synching - please wait 10 minutes for sync to complete. Then, try and open a page web page on your device. Not able to browse? Continue to the next step.
• Green The service is synchronised - continue to the next step.

STEP 5: CHECK THE DATA CONNECTION TO YOUR MODEM

• Look at the lights on your modem again. Is the 'Internet' lights green?
• YES: It looks like your nbn™ connection is reaching your modem, but not your devices. Please go to the next item.
• NO: it looks like the problem is with the connection between your modem and the nbn™ connection box. Please go to step 9.
• Is your device connected via Ethernet cable or Wi-Fi?
• Ethernet:

If you can, please check the following:

• Connect the modem to the nbn™ connection box using a different ethernet cable.

If you can connect to the Internet now, it looks like your Ethernet cable was faulty. Please continue using the cable you have plugged in now.

If you still cannot connect, please go to the next item.

• Connect a different device to the modem, using this Ethernet cable.

If you can connect to the Internet now, it looks like the problem is with your first device. It could be a hardware problem or the way it's configured.

If you still cannot connect, it means the internet is not working on more than one device and you have tried more than one cable. Please go to Step 9.

• Wi-Fi:
• If possible try connecting to the modem via Ethernet Cable, to check whether you have an issue with your modem or with your Wi-Fi connection.
• Refresh your modem connection by turning your modem off and on again, and computer/device at the same time and allowing a few minutes to start a fresh connection

STEP 6: RESTORE YOUR MODEM

If you have tried all the above steps it may help to restore the factory default settings.

Please note: all settings in your modem are deleted during this process.

• Press and hold the Reset button on the back of your modem for ten seconds using a sharp-pointed non-metallic object.
• You will have to wait a few minutes for the modem to reboot.
• To reconfigure your modem please refer to the 'Setting up guides' list of FAQs.

STEP 7: CHECK YOUR nbn™ WALL SOCKET

With a nbn™ installation only one of your wall sockets will work on the nbn™ network, all the other sockets inside your property will no longer work.

In most instances nbn™ CO will activate the closest outlet to where any cables enter the property (most likely towards the front of the property) However depending on the phone wiring inside your property this outlet may not be the one you previously used on a DSL internet connection.

The only way to test this is to test out the other sockets on your property.

STEP 8: STILL NEED HELP?

Thanks for trying to troubleshoot the problem, it looks like we'll need to investigate it further with you. Please contact us on 1300 746 754 so we can help you out.