Help & Solutions
Step-by-step guides for common NBN problems — from slow speeds and dropouts to IPv6 setup, billing questions, and switching providers.
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Business NBN vs residential — what's actually different?
Business NBN plans cost more than residential — here's what you actually get for the extra money and whether i…
Can I cancel my NBN plan anytime?
Whether you can cancel your NBN service without a fee depends on one thing: whether you're on a month-to-month…
Do I have IPv6 on NBN? How to check.
Most Australian NBN customers don't have IPv6 — and many don't know it. Australia is one of the slowest develo…
Does NBN work during a power outage?
The power has gone out and you want to know if your NBN and phone service will still work.
FTTP, HFC, FTTN, FTTC, Fixed Wireless — NBN connection types explained.
NBN is not one technology — it uses six different connection types depending on what infrastructure existed in…
Getting NBN connected in a new development or newly built home.
If you've moved into a newly built home or a new estate, getting NBN connected can take longer and involve ext…
High ping / latency on NBN — affecting gaming and video calls.
Your speeds look fine on a speed test but games lag, video calls are choppy, and everything feels sluggish. Hi…
Home phone not working after switching to NBN.
Since moving to NBN your landline phone has stopped working, has no dial tone, or calls drop out.
How to cancel your NBN plan — what to expect.
You want to leave your current ISP. You're unsure about notice periods, fees, and what happens to your service…
How to check if NBN is available at your address — and what to expect.
Before signing up for NBN, you need to know whether your address is connected, what technology it uses, and wh…
How to complain about your NBN service — the TIO process.
Your ISP hasn't resolved your problem after multiple contacts. The Telecommunications Industry Ombudsman (TIO)…
How to enable IPv6 on your home router
If your ISP supports IPv6 but your devices are still showing a regular IP address, the fix is almost always a…
How to exit your NBN contract — your options and rights.
You're locked into an NBN contract and want to leave. Here's what your ISP is required to do, what they can le…
How to find out what type of NBN connection you have.
NBN isn't one technology — it's several. Knowing your connection type matters because it affects what speeds a…
How to run an accurate NBN speed test.
Speed tests are only useful if you run them correctly. A few common mistakes make results misleadingly slow.
How to switch NBN providers — step by step.
Switching NBN providers is straightforward and doesn't require a technician visit or a period without internet…
How to upgrade to FTTP fibre (if you're on FTTN or FTTC).
If you're currently on FTTN, FTTC, or HFC and want full-fibre speeds, NBN Co's Fibre Upgrade program may let y…
IPv6 for business on NBN — what it means in practice
Business NBN customers have stronger reasons than most to care about IPv6 — not as a future IT checkbox, but a…
IPv6 not working on NBN — how to diagnose and fix it
You've tried enabling IPv6 on your router but test-ipv6.com still shows 0, or your devices have no IPv6 addres…
IPv6 to IPv4 — how translation works and when you need it.
As networks move to IPv6, not every destination on the internet has caught up. Some services still only suppor…
IPv6 tunneling — what it is and why you don't need it.
If you've searched for ways to get IPv6 and your ISP doesn't provide it, you may have found IPv6 tunneling ser…
IPv6 vs IPv4 on NBN — what's different and why it matters.
Every device connecting to the internet needs an address. IPv4 addresses are a 32-bit number — there are aroun…
My NBN provider raised prices — can I leave without an exit fee?
Your ISP has announced a price increase. You're on a fixed-term contract. Under the Telecommunications Consume…
NBN Fixed Wireless — common problems and solutions.
Fixed Wireless NBN uses a dish on your roof to connect to an NBN tower. It has different failure modes to cabl…
NBN box or modem showing a red light — what it means.
The light on your NBN Connection Box (NTD/NCD) or your router is red or orange instead of the usual solid gree…
NBN contract vs month-to-month — the real tradeoffs.
ISPs offer both fixed-term and month-to-month NBN plans. The contract is usually pitched as saving you money.…
NBN drops out when it rains — what's happening?
Your connection is reliable in dry weather but cuts out or slows right down whenever it rains. This is a class…
NBN early termination fees — what's legal and how to challenge one.
If you want to leave a fixed-term NBN contract early, your ISP will quote you an early termination fee. What m…
NBN keeps dropping out? How to find and fix the cause.
Your NBN connection drops randomly — sometimes for a few seconds, sometimes minutes at a time. The router ligh…
NBN not connected — how to get back online fast.
Your internet is completely down. The router shows no connection, or the NBN Connection Box has a red or orang…
NBN slow at night? Here's why — and what to do.
Your NBN feels fast during the day but crawls to a halt in the evening, especially between 7 pm and 11 pm. Str…
NBN speed tiers explained — which one do you actually need?
You're choosing an NBN plan and the options — 25, 50, 100, 250, 500, 1000 Mbps — don't tell you much by themse…
NBN upload speed slow — affects video calls and file sharing.
Your downloads are fine but upload speed is much lower than expected. This makes video calls pixelate, working…
NBN upload vs download speed — what the numbers mean and when upload matters.
NBN plans list download and upload speeds as a pair — 100/20, 500/50, 1000/100. Download speed gets the attent…
NBN vs 5G home internet vs Starlink — which is right for your address?
You're weighing up NBN, 5G home internet, and Starlink. Speed comparisons in ads are not particularly useful —…
NBN with no lock-in contract — what it means and why it matters.
Most NBN plans are sold with 12 or 24-month contracts. But NBN Co's own wholesale agreements with internet pro…
Paying too much for NBN? How to reduce your bill.
Your NBN bill has crept up, or you've realised you're paying for speeds you don't need. There are several ways…
Speed test shows slower speeds than your NBN plan — what's normal?
You're on a 100 Mbps or 250 Mbps plan but your speed test results are consistently lower than what you're payi…
Triple zero (000) on NBN — what changes and what to do
When you move to NBN, your home phone almost certainly runs over the internet rather than the copper phone lin…
What average NBN speed should you expect in Australia?
Published average NBN speed figures mix all plan tiers and all technologies into a single number. That figure…
What is CGNAT? Why your IPv4 address is shared on NBN.
If you've looked up your IP address and it starts with 100.64 to 100.127, or you can't host anything accessibl…
What is CVC? Why NBN speeds are improving in July 2026.
CVC — Connectivity Virtual Circuit — is the wholesale bandwidth your ISP buys from NBN Co to carry your traffi…
What is Typical Evening Speed — and why it tells you more than your plan speed.
Your NBN plan is sold at a maximum speed — 100 Mbps, 250 Mbps, 500 Mbps. That maximum is what the line can the…
What to expect at your NBN installation appointment.
You've signed up for NBN and an installation appointment has been booked. Here's what happens on the day and h…
Wi-Fi slow or dead in parts of your home — what helps.
Your NBN is fast near the router but drops off badly in other rooms. Streaming or video calls work fine in the…
Will I be charged for an NBN technician visit?
You need a technician to come out to fix a fault or complete an installation. You're worried about being charg…
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