Your internet connection guide

Your internet
made easy
Getting the most out of your
Aussie Broadband service

aussiebroadband.com.au
Refer and save!
Do you absolutely love Aussie Broadband’s services
and know someone else who will love them too?
We want to give you the opportunity to invite your friends
to see just how good our service is for themselves.
To make it even better, you’ll be rewarded for your support too!
For each referred friend that signs up with Aussie Broadband,
you’ll receive a $50 credit on your next bill, after their service is
activated. At this time your friend will also receive a $50 credit.
To refer your friends, simply grab your unique link from the
‘Profile’ section of the MyAussie app or visit our website
aussiebroadband.com.au/referafriend and follow the
instructions below.

It’s automated and easy to get started.

Share your unique link After your friend signs up, It’s automated
with more people. you will both receive $50 and easy to get
For every friend you depending on which started.
refer, you’ll save up to service you choose.
$50 off your next bill

Information is subject to change without notice.

Full terms and conditions available at aussiebroadband.com.au
Tips to get you started

Read the instructions

We’ve included an instruction booklet with your pre-configured Netcomm
router/modem. All you need to do is plug it in as per the self-installation guide,
and away you go.
If you have a Google Nest router, refer to the Google installation guide.

Porting your home phone takes time

If you have chosen to port your home phone number from your previous
provider, it will not be available instantly. It is important to keep your phone
number active with your previous provider until we tell you that the porting is
completed. Porting your number takes several business days to complete
and can take up to 6 weeks. This can take longer if manual intervention is
required, but we will keep you updated if this occurs.

Check the interference

If you have a new Fibre to the Node/Building or Fibre to the Curb service,
make sure you remove any ADSL line filters and other devices on the line
(e.g. splitters) before connecting - otherwise, they may conflict with your service.

WiFi and cables

If you have a pre-configured device, you will find WiFi details on a sticker
attached to your modem/router.
If you are going to be using a cable for your computer, you can use any of the
4 yellow Ethernet ports on the back. Make sure you are using the additional blue/
yellow cable enclosed for this purpose.

Don’t touch the reset button

There is a reset button on the bottom of the modem/router. If you press this,
the modem/router will lose all settings and will need to be reconfigured.
We strongly recommend NOT pressing this unless you have spoken with us first.

Still not working?

Contact our Australian-based technical support team on 1300 880 905.
Your internet connection guide

Your modem/router

What do the lights on your nbn™ modem mean?

FTTP FTTC FTTN/B

Fixed Wireless HFC OptiComm

Basic security information

Security is really important when setting up a wireless network in your home or
office. Aussie Broadband recommends that all access points use some type of
wireless encryption to stop unauthorised access to your network.
• Your Netcomm modem/router has been pre-configured by
Aussie Broadband staff and your wireless network will already
have security enabled on it
• If you have a Google Nest, please refer to the guide provided
or the Google Home App
• You will find your WiFi (or SSID) and password printed on a label
on the back of your modem/router
• If you need to log in to the router, the login credentials will be in your
“step 3 Hardware” email
Changing your wireless settings
Our Netcomm modem/routers come pre-configured, so you should
NOT have to change any settings.
If you have a Google Nest, please refer to the guide provided or the Google
Home App when changing any settings.
Please ONLY follow the instructions provided if you are having trouble
connecting your modem/router or have had to do a factory reset.
Instructions are subject to change based on firmware updates.

For the latest step-by-step instructions

(with images)
visit: aussiebroadband.com.au/help-centre/internet
Your internet connection guide

MyAussie customer portal

What can I do on MyAussie?

Download the MyAussie app to have access to a range of
awesome features right at your fingertips.

• Change Plans • Check Outages • Perform tests

• Kick your connection • Lodge faults & get updates • Pay bills
• Change preferences • Add/remove contacts • Order status

You can also access all these great features on your computer by visiting
our MyAussie portal - my.aussiebroadband.com.au

Don’t know your login details?

Check the step emails we sent you to find your username and a link to
set your password.

If you have any suggestions on how we can make our app better,
don’t hesitate to let us know.
Email account settings

Your Aussie Broadband email account settings

Email address
username@aussiebroadband.com.au

Reply address
username@aussiebroadband.com.au

Outgoing Mail (SMTP) Server

mail.aussiebroadband.com.au

Ports
SMTP: Port 25
SMTP (Secure SSL/TLS): 465/587

Incoming Mail (POP) Server

mail.aussiebroadband.com.au

Ports
POP3: 110
POP3 (Secure SSL) 995
IMAP: 143
IMAP (Secure SSL): 993

Username
username@aussiebroadband.com.au

If you need help setting up your email visit:

aussiebroadband.com.au/ help-centre/accounts-billing
Email setting and configuration.
Your internet connection guide

Troubleshooting

Troubleshooting your internet service

My internet is not working
• Try performing a power cycle on your nbn™/OptiComm Connection
Box and your router
• Power off the router and connection box
• Wait 30 seconds to 1 minute
• Plug everything back in and let your equipment come back online

Still having trouble?

• Visit the tech support section on our Help Centre
https://www.aussiebroadband.com.au/help-centre/internet/
• Things still not working? Feel free to call our technical support
team on 1300 880 905

Post Outage Support

Having trouble getting back online after an outage?

aussiebroadband.com.au/help-centre/nbn/
tech-support/post-outage-troubleshooting/

My WiFi is not working

• Check your Aussie Broadband modem/router and make sure all power/
Ethernet cables are connected properly with the WAN/DSL light on
• Perform a power cycle by pulling the power cord out of the back of your
modem and router for 1 minute
• Check if there is an outage on your MyAussie app

For more troubleshooting help,

visit: https://www.aussiebroadband.com.au/help-centre/internet/
My internet is slow
If you’re having any speed issues, we suggest you do a speed test:

• Make sure that you have no other programs running that might be using
the internet, this will cause the test to run incorrectly
• Make sure you are not currently shaped — you can check this by accessing
your account details in ‘MyAussie’, via our website or app
• Check your WiFi signal strength on your device and try moving closer
to the router
• To carry out a speed test go to speed.aussiebroadband.com.au
• Your speed tests will be saved to your app/portal. This will help us keep
a log and identify a problem, if you can’t seem to pin-point the issue

Still slow?
• The location of your Aussie Broadband modem/router can affect your WiFi
signal. Moving your modem/router up higher may improve the signal strength
in your home
• Plug an Ethernet cable into a device (PC, laptop, etc.) and connect it directly
to your router by plugging the other end of the cable into the LAN port of your
router. Once completed, run the speed test again. This will isolate the issue
between WiFi or Service

Check interference
aussiebroadband.com.au/help-centre/nbn/wifi/
why-is-my-wifi-slow-or-dropping-out/

For more tips on how to improve your WiFi signal,

check out the Help Centre on our website.
Your internet connection guide

Voice over Internet Protocol (VoIP)

VoIP troubleshooting
If your VoIP service stops working:
• Check your phone handset is plugged into the correct port on the modem/
router. In most cases, this will be TEL-1 on the back of your modem/router

TEL-1 WAN LAN

• Switch your phone off and on (yes, we know, you hear this all the time,
but it does actually help)
• If you can receive calls but not make any calls, try using the area
code instead and see if there is any improvement
• If your dial tone doesn’t sound like your former fixed phone line,
don’t panic. The VoIP dial tone is often different

Setting up Voicemail on VoIP

Your VoIP service includes access to free voicemail. By default, voicemail is
turned off but can be turned on by calling our team on 1300 880 905. Once
turned on, dial 101 and you will be asked to set up your voicemail service.
To access your voicemails, simply dial 101 and follow the prompts to listen
to messages left for you.
Basic VoIP information
With the roll out of the nbn™, internet phones (known as VoIP or Voice over
Internet Protocol phones) are the main way to get a home phone service
over nbn™.
This means you will barely notice the difference between your former landline
and your VoIP service.
Due to the nature of the service, however, there are a few restrictions which
you need to be aware of:
• VoIP services cannot be used in many emergency situations.
If your internet service goes down for any reason, your phone will as well.
For these situations, we recommend having an alternate service such
as a mobile or satellite phone
• International calls are restricted by default. If you need these enabled,
please give our accounts team a call, or you can enable the calls
yourself through the MyAussie website portal or app
• Some destinations are permanently restricted due to their reputation
for phone fraud
• Aussie Broadband does not provide access to premium call services
such as 1900 numbers
• VoIP modems/routers may not be compatible with all handsets. If you are
having trouble, we suggest trying another handset to see if this improves
things
aussiebroadband.com.au