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Top 10 frequently asked questions about the NBN

Being a new technology, you're bound to have loads of questions. Remember that the NBN is simply a new and improved access technology to the internet. We hope some of the Q&As below will help, but of course never hesitate to give us a call on 1300 661 965 should you have any other queries.

1. When can I get the NBN, and how do I get connected?

The National Broadband Network is one of the largest infrastructure projects in Australia's history - we're building a brand new fibre optic, fixed wireless and satellite network that is set to make high-speed broadband available to 100% of Australian homes and businesses.

The landline phone network in use today was built over many decades. In contrast, installing the NBN across Australia is expected to take about 10 years, so although it's a long-term project, it's also a very fast-paced rollout. We're planning to pass more than 6,000 homes and businesses every day in the peak of the rollout.

By the end of 2015, more than 3.5 million homes and businesses across Australia are planned to have construction commenced or completed.

To find out when your home or business can be connected to services over the NBN, type your street address into NBN Co's interactive map.

If the NBN is available at your address, you can order a service from Infinity Broadband where network connectivity is available.

If the NBN is not currently available at your address, email us your details at This email address is being protected from spambots. You need JavaScript enabled to view it. and we will be in touch as soon as your area becomes ready.

2. How will the NBN benefit me?

The NBN is designed to provide the infrastructure for affordable high-speed internet and telephone access to all Australians.

In NBN fibre areas, it will deliver super-fast broadband with wholesale speeds to service providers of up to 100 Mbps download and 40 Mbps upload and can also deliver high speeds to your premises no matter how far you live from the exchange*.

NBN Co plans to deliver increased wholesale speeds over fibre to service providers of up to 1,000 Mbps download and 400 Mbps upload in the future.*

With the NBN, you'll be able to access the benefits of super-fast internet, including:

  • making high quality video calls to stay connected with family and friends

  • accessing health services and interactive educational content online

  • working from home like you would at the office

  • getting the whole family online at once

  • downloading movies in minutes and streaming TV online.*

Plus you'll be able to make phone calls over the NBN's fibre optic technology.

* NBN Co is designing these services to provide these speeds to customers. Your experience including the speeds actually achieved over the NBN depends on some factors outside our control like your equipment quality, software, broadband plans and NBN Co network design.

3. Do I need to switch to the NBN?

It's your choice whether you switch to the NBN and what services you take up.

However, in the areas where NBN fibre is being installed, it will replace almost all phone lines, ADSL internet, Telstra/Optus cable internet, and some Telstra Velocity fibre services, providing a new fibre optic network for residents to use.

So, when the switch-off of the above lines is announced in your area, you need to switch over to the NBN if you want to keep a landline phone or internet service, or make alternative arrangements for your phone and internet.

There are some exceptions – if your phone or internet is already provided over a fibre optic cable, or through a network provided by your building owner, these services may continue to be available. To confirm, please check with your service provider.

Likewise, if you use a cable internet service that's not from Telstra or Optus (such as TransACT or OptiComm), they won't be switched off as part of the NBN rollout. If you're not sure how your phone and internet is provided, it's best to ask your current service provider.

Once your new Infinity Broadband service is working, make sure your old service is cancelled. Speak to Infinity Broadband support about your options – you may be able to move your existing plan to the NBN. If you’re under contract ask your existing provider if there will be any fees that might be payable for ending your contract early.

4. Will it cost me anything to switch to the NBN?

A standard installation of NBN Co equipment is free of charge and there’s a great range of competitive NBN packages available for purchase from Infinity Broadband. So in NBN fibre areas, you could access internet and phone services over NBN fibre for around the same price as you’re paying now. Speak to us to see if there are any other charges such as set up or activation fees.

At the time you arrange your NBN service, Infinity Broadband may also invite you to purchase a new router to help share your internet service around the different rooms of your home or business – but from a technical perspective this is optional.

If you're currently under contract with a provider and want to move to the NBN, ask your service provider if any fees might be payable if you end your contract early, or whether you can move your plan to the NBN at no charge.

5. How is fibre optic technology better than what I have now?

Fibre optic technology was first developed in the 1970s and despite around 40 years of research, there's still no commercially-available technology capable of connecting faster broadband to homes right across a country. As a result, fibre-optic cables are used all over the world, including in Australia.

Fibre optic technology is also used to provide the ultrafast international broadband links via long distance undersea cables, which is testament to its reliability and capacity.

Fibre cables do not need an electrical current to carry a signal, unlike copper. When wet, fibre optic lines can still carry signals and support services (as long as electronic devices connected to either end of the fibre optic cable are still operational).

6. Can I keep my phone number if I switch to the NBN?

"Number porting" rules will not change with the introduction of the NBN. NBN Co is not involved in allocating phone numbers – this is something that providers of phone services over the NBN arrange. To be sure you keep your phone number, ask Infinity Broadband to confirm that they will keep your phone number when you transfer your service over to the NBN.

For more information see ACMA's website for full details of number portability rules.

7. What do NBN plans cost compared to what I pay now?

There’s a great range of competitive NBN packages on offer from Infinity Broadband. So, in NBN fibre areas, you could access internet and phone services over the NBN fibre for around the same price as you’re paying now.

Speak to us about your options – you may be able to move your existing plan to the NBN. If you are considering changing providers or plans you should ask your current service provider if there are any fees associated with ending your contract early.

8. Can I just get my phone line over the NBN, without internet?

Due to the nature of the technology, an internet connection is required for your phone service to work on the NBN. Therefore, a phone service cannot be purchased individually.

9. Do I need new equipment to use the NBN?

In some NBN fibre areas, NBN Co will provide a free standard installation of a connection box on your outside wall while the network is being built in your street, and an Network Termination Device inside your house once you order a service. This is the basic equipment you need to use services over the NBN.

Most equipment used to access the internet or to make phone calls today can be used on the NBN fibre but you should check with us to confirm this.

At the time you arrange your NBN service, Infinity Broadband may also invite you to purchase a new router to help share your internet service around the different rooms of your home or business – but from a technical perspective this is optional.

10. Can I still call 000 on an NBN phone service?

Yes, as long as you have an active phone service over NBN fibre and your Network Termination Device is powered up.

Infinity Broadband, as a provider of standard phone services in Australia are required by law to connect calls to emergency services free of charge. This includes providers of internet phone (VoIP) services that are capable of dialling into the standard phone network.

You should be aware that it will not be possible, however, to call 000 on a fibre connection if your phone service is disconnected – i.e. when there is no active retail phone service being delivered to the premises – or if your Network Termination Device is not powered.

A free battery backup unit is also available for premises in NBN fibre areas. It provides around 4-5 hours of talk time on a standard corded phone connected the Network Termination Device's "UNI-V" port in the case of a power outage. If you want a phone service with NBN Co's battery backup, you will need to discuss this with Infinity Broadband when ordering your internet and voice service.

For more information on phone service provider 000 emergency call obligations, see the ACMA website.