NBN - Frequently Asked Questions

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.

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!

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.

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 or lease 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.

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

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

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.

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.

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.

True Fibre Voice™ is 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.

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).

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

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. Only standard corded phones (that don’t need to be plugged into a power point) will work during a power outage, and only if your phone service is also provided over the NBN connection box’s voice (UNI-V) port. All other devices require their own battery backup to operate during a power outage.

If your phone plugs into a separate router/gateway from your phone or internet service provider, you won’t be able to make calls unless that router/gateway also has its own battery backup. Examples of devices that require their own battery backup include wireless routers, all main powered phones, computers or modem/routers. Uninterruptible power supply (UPS) systems help power devices during a power outage and are readily available through technology retailers.

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.

For more information please visit www.nbnco.com.au/battery

No. In order to obtain a backup battery, please speak to the NBN installer. Currently, nbn™ is supplying the battery backup units when installing a new NBN terminal at Fibre connected premises. The Power Supply Unit (PSU) for the Network Termination Unit (NTU) has the facility to accept a backup battery. If maintained properly, the battery can provide backup power to your Fibre service in he event of a power outage. Please note that it is your responsibility to fully charge and power the back up facility.

We will coordinate any support issues for you even if the problem is with the nbn™ equipment. Simply call our call centre at 1300 85 11 85 (7AM – 1AM EST, 7 days a week) or contact us via email or live chat.

No. We do not offer medical priority assistance. A fibre optic telephony service is not recommended if you or a member of the household has a disability, serious illness, or other life-threatening condition which requires an uninterruptible phone line. Outgoing and incoming calls (including emergency calls) are inaccessible when there is power failure and the battery backup system is not maintained.

It will depend on your configuration. When using Places Victoria or Opticomm Voice Port (V-Port), this is possible. Currently, with NBN, this is unavailable. 

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.

Currently, static IP addresses are supported through a Fibre connection on the NBN only.

Presently, our routers [FTTH modems] have Gigabit-interface with Wireless N technology. All our equipment comes with 3 to 4 Ethernet Ports and 1 Wide Area Network [WAN] Port.

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.

  • 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 requirements!

  • 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.

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

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

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

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. It delivers radio-transmitted signals to the antenna fixed to your premises; thus, providing consistent speed and quality service.

If we are servicing you, we will organise with nbn™ the installation of network equipment at your premises. A standard installation will be free of charge but charges may apply for any additional installation you specify.

The fixed wireless service consists of a small antenna firmly installed outside your home and the Network Termination Device (NTD) placed inside your premises. To give you quality connection, the antenna is pointed directly towards the fixed wireless facility.

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