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Home Residential NBN and Fibre Frequently Asked Questions

FAQs

 

Fibre To The Home

The NBN

NBN Fixed Wireless FAQ


    The NBN


    What is the NBN?

    The National Broadband Network NBN is designed to provide high speed broadband access to nearly 100% of Australian homes over the next decade. The NBN has been described as a nation-building program with the potential to lift Australia’s productivity and will provide a broadband network to serve Australia for decades to come. Fibre optic cabling is expected to cover 93% of Australian homes, schools, and businesses. In order to reach everyone in our vast country, fixed wireless and satellite services are planned to be used for around 7% of premises. These fixed wireless and satellite technologies represent a potential improvement over services currently available to many Australians living in regional and remote communities.

    HOW WILL I KNOW WHEN MY HOME IS BEING CONNECTED TO THE NBN?

    You can check out our NBN Rollout Map and find out when Fibre is coming to you. If you’re currently an iPrimus customer, we may also contact you directly when your area is Fibre-ready, so No Worries!

    WHAT DOES FIBRE-READY MEAN?

    The National Broadband Network NBN is a significant project and it will take time to roll out. Once the NBN comes to your area and installs Fibre cabling down your street, you will be ready to order a quality Fibre service. At this point, congratulations, you are Fibre-ready! After your order is processed, the installation to your home will be arranged.

    WILL MY EXISITNG PHONE AND MODEM WORK WITH THE NBN SERVICE?

    If you have decided to take an iPrimus phone service on the NBN, most existing devices will be supported. However, some older landline telephone handsets (such as a dial/rotary phone), back-to-base alarm systems, personal response systems (medical alert/emergency call systems) and fax machines may not work over the NBN. iPrimus advises you to check with the manufacturer or provider to see if your device is compatible. When you buy any new equipment or services, please make sure they can be used with Fibre. If you currently have internet services, you won’t need your existing ADSL modem, or router, as your internet connection will operate through your new fibre router that we can sell to you. Most Ethernet devices can be connected to your new device. This includes devices such as computers, switches or routers currently plugged into your existing modem.

    WILL THERE BE ANY DISRUPTION TO MY SERVICES DURING THE INSTALLATION?

    There may be an interruption in your telephone and/or internet service during installation depending on your location and services. The NBN Co installer will let you know at the time of your appointment if this is likely to be the case.

    CAN WEATHER AFFECT MY INSTALLATION?

    With the installation of equipment both inside and outside your home, adverse weather conditions may make installations unsafe for the NBN Co installer. If the weather prevents a safe installation, NBN Co will give you a call and reschedule installation for another day.

    WHAT HAPPENS IF I RESCHEDULE OR MISS MY APPOINTMENT?

    You can reschedule your appointment – we require two business days notice. Please call 1300 FIBRE1 (1300 342 731) to reschedule your appointment. If you miss your appointment and do not notify us, you may be charged for the missed appointment, so it is important that you contact us.

    CAN I GET ADDITIONAL WORK DONE DURING THE VISIT FROM MY NBN INSTALLER?

    Yes. If you need additional work to be done, like installing more cabling or phone points in your home while your NBN Installer is on site, please discuss this in advance. Once the installer assesses your home and confirms with you what type of work is needed, they will provide the costs directly to you.

    HOW MANY DEVICES CAN I CONNECT TO THE NBN?

    The router Gateway that iPrimus will provide allows the following connections:

  • 3 Ethernet ports – used for direct cabling to your computers, printers and other devices.
  • 2 USB ports – USB-supported devices can be connected here. Devices, such as external hard drives, can be connected here.
  • Wi-Fi wireless connectivity – many devices can be connected wirelessly to our network using Wi-Fi. Remember that the more devices you have connected at once using Wi-Fi the slower the actual speeds you experience on your service may be.
  • 2 phone ports – this will be for you to plug in additional handsets depending on your voice service.
  • Voice port – located on the NBN Fibre Network Termination Unit [NTU] installed at your home/small business that will be used for your True Fibre VoiceTM service on the NBN.
  • Wide Area Network [WAN] port – this connects you to the NBN NTU.

    • WHAT IS TRUE FIBRE VOICETM?

    True Fibre VoiceTMis an iPrimus service that connects all the phones in a customer’s home or small business directly from their Fibre service to the iPrimus high quality voice network.

    WHEN WILL MY PHONE BE CONNECTED TO THE NBN?

    If you choose a bundled package (both phone and internet services) you can plug your phone into the NBN Network Interface Device, utilising the Voice Analogue Port on the Network Termination Device [RJ11] or into the Home Hub II that iPrimus can sell to you. If you want all of the phone points in your house to work, please talk to a sales person. Call us on 1300 FIBRE1 (1300 342 731).

    WILL MY FIBRE INTERNET SERVICES WORK IF THE POWER GOES OUT?

    No. Like current internet services, the internet will not work in the event of a power outage.

    WILL MY PHONE SERVICE ON THE NBN WORK WHEN THE POWER GOES OUT?

    Your phone will not work without power. If you wish to retain the ability to make emergency calls from your home phone if the power goes out, we recommend the installation of a backup battery.

    WILL I BE ABLE TO CALL TRIPLE ZERO (000) WHEN THE POWER GOES OUT?

    During a power outage your home phone won’t work and you won’t be able to make calls from your home phone, including 000, unless a backup battery is installed and maintained. It’s a good idea to have a charged mobile phone available in case of emergency.

    DOES iPRIMUS PROVIDE A BATTERY FOR BATTERY BACKUP?

    The Power Supply Unit [PSU] for the Network Termination Unit [NTU] has the facility for accepting a backup battery. If properly maintained, the battery can provide backup power to your Fibre service in the event of a main power failure. In order to attain a backup battery, please speak to the installer. NBN Co is currently supplying battery backup units when installing a new NBN terminal at Fibre-connected premises. However, it is your responsibility to power the back-up facility and to ensure the battery is fully charged – like your smoke alarm battery.

    WHO WILL MANAGE A FAULT WITH A SERVICE PROVIDED ON THE NBN?

    Just follow the same simple process that is in place for other iPrimus services, by calling our 100% Australian based call centre on 1300 85 11 85; 24 hours a day, 7 days a week. You can also contact us via email or through our LiveChat facility on our website at www.iprimus.com.au. You do not need to contact NBN Co directly, even if the problem is with their equipment. We’ll coordinate any support issues with you.

    WILL I BE ABLE TO GET MEDICAL PRIORITY ASSISTANCE FOR PHONE FAULTS IF I HAVE A LIFE THREATENING MEDICAL CONDITION?

    No, medical priority assistance is not available on the Fibre Optic telephony service. A Fibre Telephone service alone is not recommended if you or another resident have a disability, serious illness, or other life threatening condition necessitating an uninterrupted phone line. Outgoing calls (including Emergency calls) are not able to be made and no incoming calls will be available if there is a power failure and the battery back-up is not maintained. It is your responsibility to power the back-up facility.

    WILL I BE ABLE TO SEND AND RECEIVE FAX MESSAGES USING A FIBRE TO THE HOME [FTTH] LINE?

    This depends on your configuration. When using the Places Victoria or Opticomm Voice Port [V-Port] this is possible, but currently on the National Broadband Network NBN it is unavailable.

    WHAT INTERFACE SPEEDS ARE AVAILABLE ON A FIBRE TO THE HOME [FTTH] CONNECTION?

    iPrimus plans allow you to select from a range of interface speeds as detailed on our plans page. Your interface speeds will not be affected by the distance from your telephone exchange as with ADSL2+ services. However, these speeds can vary due to certain external factors, including the number of end-users using the service at the same time, the hardware, software and software configuration, the connection method within the premises, and the type/source of content being downloaded.

    WILL I BE ABLE TO ACQUIRE A STATIC IP ADDRESS ON MY FIBRE CONNECTION?

    Static IP addresses are currently only supported through a Fibred connection on the National Broadband Network NBN.

    WHAT SORT OF ROUTERS DO YOU SUPPLY?

    iPrimus supplies up to date technology – currently our routers [FTTH modems] have a Gigabit-interface with Wireless N technology. All of our equipment comes with 3 to 4 Ethernet Ports and 1 Wide Area Network [WAN] Port.

    WHAT IS A BROWNFIELD?

    This is an area where copper or cable has been previously laid out. In a Brownfield scenario, you are dealing with some degree of embedded infrastructure that is already in place. In this instance, it is where NBN will place their infrastructure.

    IF I ALREADY HAVE ACCESS TO THE NBN IN MY HOME, HOW DO I GET CONNECTED?

  • Call: Once your home has access to the NBN, just simply call us at 1300 FIBRE1 (1300 342 731). iPrimus will attend to your telephone and broadband wants and needs!
  • Select: We have a range of internet and phone packages – choose one that best fits you!
  • Connect: Once you have selected your plan we will arrange to install any equipment [if required] and activate your service.

    • WHAT IS A GREENFIELD?

    A Greenfield is an area of undeveloped land where no infrastructure has been previously laid out, like a new home or development. Therefore, in some cases there may currently be different Fibre wholesalers laying the infrastructure, not NBN Co. Additionally, like all areas, you may have different service providers.

    IF I AM IN A GREENFIELD, WHAT DOES IT TAKE FOR ME TO BE CONNECTED TO FIBRE?

    Your developer will usually be able to let you know what the arrangements are in place for your premises or will have provided you with information regarding which wholesalers are installing Fibre in each area. On our website, iPrimus will often list the Greenfield areas that iPrimus is currently servicing or planning to service.

    NBN Fixed Wireless FAQ



    WHY FIXED WIRELESS?

    The fixed wireless network is planned to serve around 4% of the population, or approximately 500,000 premises. It is hoped that fixed wireless connections will be an effective way of providing quality broadband and telephone service in semi-remote areas. A fixed wireless service differs from mobile wireless networks in that it is designed to serve a designated number of homes and businesses, each with a wireless receiver affixed to their premises.

    HOW DOES FIXED WIRELESS SERVICE WORK?

    NBN’s fixed wireless network is engineered to deliver services to a number of premises within each coverage area. The speed available in a fixed wireless network is designed to remain relatively steady. This works through radio transmitted signals which are sent to the antenna fixed to your premises, providing consistent speed and quality service.

    WHAT IS THE FIXED WIRELESS INSTALLATION PROCESS?

    Once fixed wireless becomes available in your area, you can contact iPrimus and if we are servicing your area you will be able to order your services. We will organise the installation of network equipment at your premises, which NBN Co will provide free of charge. A standard installation will be free of charge but you may be charged for any additional installation you require.

    WHAT KIND OF EQUIPMENT IS USED IN INSTALLING THE FIXED WIRELESS SERVICE?

    Fixed wireless consists of a small antenna fixed on the outside of your home or business. The antenna is pointed directly towards the fixed wireless facility, giving that particular premise a quality connection. There is also the Network Termination Device [NTD] which will be located inside the premises.