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Home Residential Fibre To The Home Frequently Asked Questions

FAQs

Phase 1 - Tasmania

Opticomm FTTH Areas

Installation

Hardware

Voice

Broadband

Billing / General

Phase 1 - Tasmania

Why is Phase1 starting in Tasmania?
The Australian Government, via NBNco Tasmania have chosen the 3 sites in the first phase of the NBN rollout as a trial of both technology and process. These areas have been traditionally under-served by high-speed broadband, thus it’s a great place to trial the technology.
Why will some connections take 6-8 weeks?
As this is a trial, the rollout of this network will be staged in a different manner to the normal National Broadband Network rollout. Customers will be able to opt in on a “build drop” program, thus having the cabling for part of the service pre-installed to their homes. After this, orders will be taken from customers around the areas, and will all be rolled out by the same contractors. As part of this much time and effort will be taken to learn as much as possible from the first phase.
When can I have Fibre based services in my area?
The National Broadband network will continue to roll out across the country. Please visit www.iprimus.com.au for periodic updates to the rollout schedule.
How do I apply for a service?
If you are in one of the areas where Fibre based services are to be available, please contact iPrimus on 131789 to enquire and apply for the service.
Can I change my Telephone and Internet service over from another provider?
Yes! And in most cases you can keep your old phone number. Please contact iPrimus to confirm details. Please note that there may be penalties if you are under contract with your current provider so please review your current arrangements carefully.
Can I change over from my existing iPrimus account?
Yes! And in most cases you can keep your old phone number. Please contact iPrimus to confirm details.
Can I request a service which is Broadband only?
Yes you can. The Fibre based broadband service is independent of your existing phone service, and does not require an active telephone service to function. You can choose to keep your old phone line as it is, and also install Broadband, or you can choose to bring both your broadband and voice service over to the new fibre network at competitive prices. You can also go “Naked” and have Fibre based Broadband without any fixed phone line!
Can I request a fibre voice only service?
Yes you can. The Fibre service allows the use of a fibre voice service, without any Broadband Internet service, as long as you are using the voice service running on the NTU (Network Termination Unit).

Opticomm FTTH Areas

How long does connection take?
Generally a connection to an FTTH enabled house in an applicable area will occur within 5 working days, provided your home is ready for the fibre connection. Your developer will have more information about the status of your home.
How do I apply for a service?
If you are in one of the areas where Fibre based services are to be available, please contact iPrimus on 131789 to enquire and apply for the service.
Can I change my Telephone and Internet service over from another provider?
Yes! And in most cases you can keep your old phone number. Please contact iPrimus to confirm details. Please note that there may be penalties if you are under contract with your current provider so please review your current arrangements carefully.
Can I request a service which is Broadband only?
Yes you can. The Fibre based broadband service is independent of your existing phone service, and does not require an active telephone service to function. You can choose to keep your old phone line as it is, and also install Broadband, or you can choose to bring both your broadband and voice service over to the new fibre network at competitive prices. You can also go “Naked” and have Fibre based Broadband without any fixed phone line!
Can I request a fibre voice only service?
Yes you can. The Fibre service allows the use of a fibre voice service, without any Broadband Internet service, as long as you are using the voice service running on the NTU (Network Termination Unit).
Can I request Pay TV?
Please contact your preferred Pay-TV provider for more information regarding setup of Pay-TV services.

Installation

Why do I have to be home for the installation?
The Network Termination Unit (NTU) can be installed either inside or outside your house. Most installations will occur outside your home. The NTU requires a 12V DC electrical connection to function, thus the power for the unit must be connected inside your home, and the account holder or authorised representative will need to be home to grant access for the installation.
What if I want the NTU installed inside my house or other changes to how the service is installed?
When your Fibre service is installed, you will be given the option of a standard install or a custom installation. The standard install comes at a standard fee to all customers, however if you elect to have a variation to the installation, for example having the NTU installed inside your home, then it will be charged as a custom installation. You will receive a quote for the extra work required, and will be charged for the difference in price between a standard and a custom installation. The account holder must authorise any custom installation work.
Can I request an install on the weekend?
Yes you can, however this may be charged as a custom installation. Please discuss this option if required with your installer. Please note a weekend installation may not be available in some circumstances.
How am I charged for the installations – either standard or custom?
Charges for installations of services, either standard or custom will be charged on your iPrimus invoice. Fees and charges for custom installs must be agreed prior to installation by the account holder, and you must sign and agreed to the charges with your installer before the installation takes place.
Do 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 mains power failure. Neither iPrimus nor the network provider supply a battery for this service.
Can I change my installation date?
Yes you can. When you are contacted by our installation representative, they will leave their contact details. Please liaise with them directly if you require the date of installation to be changed.

Hardware

What sorts of routers do you supply?
iPrimus are supplying one router as standard, being the Netcomm NP803n. Product specifications are available at: http://www.netcomm.com.au/netcomm-products/routers/np803n
Can I use my own Router, or ADSL2+ Modem?
Generally if you have had an ADSL service previously, you will not be able to use this for your new Fibre service. To use the broadband service, you will need a router with a PPPOE client built in, and a WAN port. The router that iPrimus supply provides these facilities, and is approved by NBN Tasmania.
Do I need line filters?
No you do not need line filters like a traditional broadband service.
Can I use my current telephone handsets?
Yes you can! As long as they aren’t one of those old rotary phones, or ones you see in movies from the 1800’s!
Do I have to pay to power the NTU?
The NTU is powered from your house, so its power usage will be applied to your power bill as per any other appliance.

Voice

Can I transfer my old number to the new Fibre service?
Yes, iPrimus support the transfer of your number to your new Fibre Optic service. There are some differences between the services which mean that the Fibre Optic service may not be reliable if you or someone living at your premises requires Priority Assistance and the service does not support complex features so please consider these differences prior to transfer. However, you may find you no longer need a copper based phone service, and as part of the transfer to your new service, the old service will be automatically disconnected when your new service is ready (if you are transferring your number). If you are not transferring your number you will need to disconnect your service when your Fibre Voice service becomes active. Please make sure you check with your previous supplier for any contracts or issues.
How is Fibre based voice different than my current service?
A Fibre based voice service uses the internet to transmit your calls. It is completely secure, and in many cases supplies a better quality of call than a traditional copper based phone service, and you can even still use your own handset!
Are any of the features different?
Some feature codes are different for the Fibre Optic voice service, please see http://www.iprimus.com.au/PrimusWeb/HomeSolutions/LingoVoIP/LingoFeatures.htm for full usage instructions.
Will my phone service work if there is a power outage?
A Fibre Telephone service alone is not recommended if you/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 back-up facility is not maintained. It is your responsibility to power the back-up facility.

If you wish to retain the ability to make emergency calls from your home phone, we recommend either the installation of a backup battery, or that you maintain access to the old copper service.

Broadband

Do I have to disconnect my old phone line?
The Fibre-Optic based service will be supplied independent of the previous copper based phone line and/or broadband service, thus you can choose to keep both services, or cancel the old phone line. If you choose to transfer your phone number to your new service, your previous service will be automatically disconnected.
What speeds can I expect?
Please see our performance section: http://www.iprimus.com.au/PrimusWeb/HomeSolutions/FibretotheHome/SpeedsandPerformance.htm
What additional features do I get with my Broadband service?
As an iPrimus customer you have access to:
  • Webmail access
  • Web-based account toolbox
  • Email account forwarding
  • 10MB personal web space
  • 5 email addresses
  • Un-metered data including IPGN gaming network access + ABC iView
  • 100% Australian Based Call Centre, including 24/7 technical support

And you can:
  • Log into your easy-to-use, feature-filled Broadband Account Toolbox online and stay in control;
  • Check your usage statistics
  • Purchase top-ups
  • Upgrade your plan
  • View and pay your bills
  • Manage your personal web space (up to 10MB)
  • Add email accounts (up to 5 per service).
What do I need to access the internet?
To access the Internet once your service has been fully connected, you will need to authenticate using your username and password provided by iPrimus. This authentication works via a PPPOE login, which is located either within your router, or can be setup on your internet connection. Further instructions will be provided with when the required hardware is delivered to you and if you require assistance with this setup, please contact our Technical Support department available 24/7 on 1300 85 44 85.
What will the email address provided by iPrimus be?
Your email address provided by iPrimus will be [your username]@iprimus.com.au
How can I view my internet usage?
You can view your internet usage via your account toolbox available on www.iprimus.com.au. Please login using your username and password for your broadband service, and click on “usage details” on the left hand menu.
Can I change my iPrimus HomeFibre plan?
Yes. If you decide you want to change your plan, please contact iPrimus and we will organise this for you. Please note that there may be a plan change fee of $39.

Billing / General

How do I cancel my service before it becomes active?
If you decide to cancel an order for your service before it is active, please contact us. Please note depending on when you request the cancellation, charges may be applicable to cover costs we have incurred in connecting your service.
Who do I contact if I have a problem with the service?
Please visit our website at : http://www.iprimus.com.au/PrimusWeb/ContactUs/. You can contact us via our contact form, phone, email, or via our LiveChat facility.
Is Medical Priority Assistance available on this service?
No, medical priority assistance is not available on the Fibre Optic telephony service.

A Fibre Telephone service alone is not recommended if you/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 back-up facility is not maintained. It is your responsibility to power the back-up facility.

If you wish to retain the ability to make emergency calls from your home phone, we recommend either the installation of a backup battery, or that you maintain access to the old copper service.
What do I do if I am moving and wish to transfer my service?
If you are moving and wish to relocate your service to a new address, please contact iPrimus to organise your relocation. As fibre broadband is currently only available in limited areas
Can I transfer back to an old copper based service?
If you decide to transfer back to a copper based service, please contact iPrimus for more information. Please note that early termination fees may apply if you have contracted with us for a minimum period of time.

Please note in Opticomm served areas, there may not be any copper line access available, as these are fibre-based communities.
What is Fibre Optic internet?
Fibre Optic internet is the new broadband service being installed in selected towns and estates across Australia. It uses fibre optical cables to deliver ultra-fast broadband and telephone services with connection speeds of up to 100Mbps*.

Fibre Optic internet can provide for a much faster and more superior performance than a regular broadband ADSL service and is not affected by the distance from your telephone exchange.
What are the fibre optic internet speeds?
Information on speeds and performance can be found at our fibre optic internet speeds section.
What equipment will I need?
An iPrimus Fibre to the Home service requires several pieces of equipment in order to provide you with ultra-fast broadband to your home or business. This includes the network device which converts the Optic Fibre signal into a format that can be read by your PC, and a router - ftth modem - which provides authentication, and the ability to utilise your connection within your home.
Where can I get fibre optic internet?
A list of the current communities that have been equipped with Fibre to the Home networks is available at fibre optic locations.