Everything you need to know about the internet with us


You can sign up to an ADSL plan here.

ADSL is the traditional broadband internet network in Australia. In works through your phone copper cables. Soon, the ADSL network will be replaced by the nbn™.

It should take around two weeks for your ADSL internet to be activated. It could take a little less, or a little longer. We’ll keep you updated throughout the process.

If you’re an existing iPrimus ADSL customer and your home is nbn™ ready, it’s easy to upgrade to the nbn™. There are no fees to upgrade.

If you’re not an existing customer, you can choose an iPrimus NBN plan here.


The nbn™ or National Broadband Network is a new internet network. It uses fibre optic cables and other new technology that promises to lead Australian homes into the internet of the future. It also affects your phone, as your phone service will soon work through the broadband network. Want the full run down? Read it all here.

We have three nbn™ speeds available.

  • Basic
  • Supercharged

The actual speeds that you get while using the internet at home will usually be slower than the theoretical maximum speeds associated with each of our speed tiers. Why? Several factors influence your internet speed.

They include:

  • Your modem
  • The Wi-Fi network
  • Wiring in your home
  • The device that you’re using
  • The content that you’re downloading
  • Peak/Off peak times – or the number of people using the internet at the same time in your neighbourhood.

Your home phone line will connect through the nbn™ if you switch to one of our NBN plans. It won’t make a difference to your everyday life. However, your phone won’t work if you have no electricity or there is a network outage.

You should be able to transfer your existing phone number to the nbn™. It may take up to 7 working days after your internet is connected for your phone number transfer to process. We’ll send you SMS to keep you updated.

If you’re an existing customer, you can switch from ADSL to nbn™ as soon as your property is nbn™ ready. You won’t be charged a termination fee when you switch from ADSL to nbn™.

Find out if you’re nbn™ ready here

We’ll give you nbn™ connection status updates via email and SMS. If you would like to follow up, you can contact us directly via live chat.

Standard installation fees are:

  • $129 for customers on a month to month plan
  • $99 for customers on a 12-month plan
  • Free for customers on a 24-month plan

Non-standard installation may incur charges. A $300 New Development Charge by the NBN may apply to newly developed areas. New Development Charges are billed in three instalments over three monthly bills.

When you’ve connected to the nbn™, your phone line will connect through the nbn™ too. Plug your phone line straight into the back of your modem for it to work.

Your iPrimus modem will arrive ready to go. Just plug it in!

If a technician is needed to complete your connection, we’ll let you know via SMS.

If the technician is unable to attend the scheduled appointment, contact us via live chat to change your appointment. If you miss your scheduled appointment, you may be charged a fee.

Contact us on live chat to reschedule your appointment.

Switching to the nbn™ shouldn’t affect your Foxtel, but it would be best to ensure that your hardware is nbn™ compatible before making the switch.


Access your webmail service by logging into webmail with your iPrimus email address and password.

You can have up to five email addresses with your account, including your primary email address.

Your webmail has 50MB of space. If it’s full, you’ll need to delete items in your inbox.

Contact our tech support team on 1300 851 185 if you’ve lost emails.

Sometimes, and without notice, we’ll delete our mail server of any emails older than 90 days, any emails that are larger than the volume limit, as well as any emails that breach our Service Schedule.

Your webmail account and toolbox passwords are the same. If you’ve forgotten your password, you can reset it here.


If your internet isn’t working, there could be a number of causes. Line issues, faulty modem and internal wiring problems are common causes of internet faults. Use our DIY ‘Internet not working’ troubleshooting page and follow the steps to help fix the problem.

Slow internet can be caused by:

  • Your location and distance from the exchange
  • Your network access (NBN, ADSL, Cable, etc.)
  • The quality of the infrastructure

Check out our DIY 'I am experiencing slow speeds' troubleshooting page and follow the steps to find out more.