ADSL

We will activate your service within ten (10) business days from when you receive an SMS stating that your order has been raised. You will receive order updates through SMS with the same contact number.

If you are NBN ready, you may contact us at 1300 85 85 85 to start the process!

Aside from your primary email address, you can get 4 additional email addresses to your account.

The iPrimus webmail service includes 20 MB of web mail space. You may have exceeded your mailbox limit.

The primary webmail account and toolbox passwords are the same.

Please enter your address here to check service eligibility

It could be a line issue, faulty modem, or even an internal wiring problem. Please check our Do It Yourself 'I can't connect to the internet' troubleshooting page and follow the simple steps to fix your issue or report a fault.

Your iPrimus modem will arrive preconfigured. You simply plug it in!

There could be multiple reasons why you are unable to connect to the internet. You could have a line issue, faulty modem or it could even be an internal wiring issue. Head over to our Do It Yourself 'I can't connect to the internet' troubleshooting page and follow the simple steps to fix your issue or report a fault.

If change is done in the middle of your billing period, this will result to an adjustment on your next invoice. Any amount paid in advance for the current plan will be credited back to you.

Please contact our friendly technical support team on 1300 851 185 for assistance.

The speed of your service is largely determined, but not limited, by your location (distance from the exchange), network access (NBN, ADSL, Cable, etc.) and the quality of the infrastructure. Check out our Do It Yourself 'I am experiencing slow speeds' troubleshooting page and follow the steps to fix your issue or report a fault.

For a quick video on how to set-up your iPrimus modem, click here. If you are not using an iPrimus modem, please enter your iPrimus username and password manually. If you need help, please contact our Tech Support team on 1300 85 11 85.

Email

We may, without notice, permanently delete from Our email server any of Your email which is older than 90 days (or other maximum holding period notified by Us to You) or which is in excess of any volume limit imposed by Us or which contravenes anything in the Service Schedule.

NBN

If you are transferring your number to an NBN service (VoIP), please wait up to 7 working days after your internet connection has been activated for the transfer to be processed. You will receive updates via SMS to the nominated mobile number at point of sale.

Once the NBN is live at your residence you can contact our friendly customer service team on 1300 85 85 85 to start the process!

Please speak to our Sales team on 131 789 to discuss the most suitable option for you.

Once your NBN is connected, you'll need to connect your telephone to the modem. For assistance head over to our 'Setup a New Fibre VoIP Connection' pages or contact us via live chat and we'll be happy to help.

We're unable to advise regarding connection lead times for NBN service as we rely on our suppliers for installments assocatied with NBN. We do, however, aim to fulfill your NBN order as soon as possible. You will receive updates via SMS regarding the NBN technician 's appointment to your nominated mobile number at point of sale.

You will receive updates via email and SMS at every stage of progress during your NBN connection.

If you are NBN ready, you may contact us at 1300 85 85 85 to start the process!

If a technician is unable to attend the scheduled appointment, please contact our NBN Team via live chat to reschedule your appointment to a suitable time.

If change is done in the middle of your billing period, this will result to an adjustment on your next invoice. Any amount paid in advance for the current plan will be credited back to you.

Non standard installation can incur charges. A $300 New Development Charge by the NBN may apply to newly developed areas. Standard NBN installation is free.

For a quick video on how to set-up your iPrimus modem, click here. If you are not using an iPrimus modem, please enter your iPrimus username and password manually. If you need help, please contact our Tech Support team on 1300 85 11 85.

The NBN service drops out when your Network Termination Device (NTD) loses synchronisation with the Fibre Optic exchange and reconnected shortly after. A dropout is shown on your NTD when the optical light turns off or turns Red.  For further information, please click here.

With the introduction of NBN across Australia, traditional copper services are being disconnected and phased out. This means you'll now make phone calls to family and friends over the internet and not the plain old telephone service.

nbn™ is an Australian government-owned corporation. NBN is an Australian wholesale only, open access data network. The NBN is an upgrade to Australia's telecommunications infrastructure.

It shouldn't. Please ensure all your hardware is NBN compatible.

Your iPrimus modem will arrive preconfigured. You simply plug it in!

The speed of your service is largely determined, but not limited, by your location (distance from the exchange), network access (NBN, ADSL, Cable, etc.) and the quality of the infrastructure. Check out our Do It Yourself 'I am experiencing slow speeds' troubleshooting page and follow the steps to fix your issue or report a fault.

Contact us via live chatand one of our friendly customer service team members will be able to assist you.

Please contact our friendly technical support team on 1300 851 185 for assistance.

Plans & Rates

13/1300 calls are not included within any of our plans. 1300/13 number calls are charged at 44c per call.

Troubleshooting

There could be multiple reasons why you are unable to connect to the internet. You could have a line issue, faulty modem or it could even be an internal wiring issue. Head over to our Do It Yourself 'I can't connect to the internet' troubleshooting page and follow the simple steps to fix your issue or report a fault.

There could be multiple reasons why you are unable to connect to the internet. You could have a line issue, faulty modem or it could even be an internal wiring issue. Head over to our Do It Yourself 'I can't connect to the internet' troubleshooting page and follow the simple steps to fix your issue or report a fault.

The speed of your broadband service is largely determined by your location (distance from the exchange), network access (NBN, ADSL, Cable etc.) and the quality of the infrastructure, but there are also many other factors that can affect your speeds. Head over to our Do It Yourself 'I am experiencing slow speeds' troubleshooting page and follow the simple steps to fix your issue or report a fault.

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