NBN Fibre FAQs

Getting Connected

Introduction to getting your hardware connected to the NBN. 

 

 

Before the Installation Date

Things to think about including the best place for your equipment to be installed.

What Happens on Installation Day?

What you can expect on the day including how long it takes and what's supplied as part of the installation.

Connecting your Equipment

Now that the equipment is installed, find out how to connect your internet and voice services.

Your Questions Answered

Answers to the most commonly asked questions about preparing for the NBN.

Connecting To The NBN

 

How Do I Connect To NBN Fibre?

To get connected to NBN Fibre, your premises must be in an area where the NBN rollout has been completed. To see if your premises is in an eligible area please view our NBN Rollout Map or call 1800 80 44 10 and speak to one of our NBN specialists.
Please Note: Activ8me do not service all areas of Australia and may not be able to get you connected even if you live in a NBN Fibre area.  

How Do I Switch To Activ8me?

If you are already connected to an NBN service and wish to transfer to Activ8me you can do so by calling 1800 80 44 10 to see if Activ8me can service your area. If we can provide a fibre connection to your premises we will endeavor to get you connected ASAP. Your previous providers connection will still be active and you will have to cancel your service with them.
Please Note: Activ8me are not responsible for any cancellation or early termination fees incurred from your previous provider.  

I'm Moving House

If you are moving house, you can reconnect with Activ8me at your new location if we are able to offer you a service. NBN is not available in all areas and the roll out of the fibre network will take some time. If we cannot connect you to a fibre connection at your new premises we can do a check to see if there are other broadband services available to you. If we cannot connect you with another service at your new premises you will have to cancel your Activ8me connection and pay any cancellation fee's that may apply.  

Set-Up

Once I sign up, what happens next?

Once you sign up for an NBN Fibre service with Activ8me we will  contact you and organise a time for an NBN technician to come out and install or connect your equipment. This can take up to 10 business days depending on availability of the technician.  

Do you provide a Fibre modem?

Yes. The NBN will provide you with a Fibre modem once you choose to connect to NBN fibre (if it hasn’t already been installed). If you wish to have a wireless network at your premises (so multiple devices can share the same internet connection) you will have to purchase your own wireless router. It is advisable to purchase a router capable of outputting speeds of up to 100Mbps (even if you start on one of our lower speed plans you may wish to go faster in the future and then you won’t need to upgrade your modem). Activ8me has two router options available; entry level (only suitable for our Fibre plans that have speeds up to 50Mbps) and a premium model (suitable for all plans).  

How do I set up my Activ8me wireless router?

Your Activ8me Wireless Router is already pre-configured and ready for you to use. You DO NOT need to run the setup CD included with the router.

Your wireless router password is set to a default password; you must change your password to protect your wireless network and internet connection. You can follow the below steps to change your wireless router password.

Step 1: Connect the Ethernet cable from the Modem’s LAN port to the WAN (Blue) port on the TP Link router.

Step 2: Connect your computer to any port labelled 1-4 on the Router with an Ethernet cable.

The router can be configured manually by accessing the Router through an internet browser. To setup router manually, follow the below steps:

- Open Internet Explorer, Google Chrome or Firefox
- Enter 192.168.0.1 (alternatively enter 192.168.1.1) in the address bar and enter the below login details

User Name: admin    
Password: admin

Step 3: The router configuration setup screen will appear. To change Wireless Security Password click on “Wireless” on the left hand menu and then “Wireless Security” in the sub menu. Select ‘WPA/WPA2 – Personal (Recommended)’ and enter the desired password.
- Click on ‘Save’ at the bottom of the page to save your new password.  All your other wireless router settings are already pre-configured.

 

Download PDF version of Activ8me wireless router setup 

Can I bring my own router?

If you're planning to use your existing router it will require a WAN port. If you are not sure if your router is compatible with your new Activ8me NBN service you can send an email with the make, model and your contact details to checkrouter@activ8me.net.au and our support staff will advise if it's compatible with NBN service. Some routers are configured with custom settings, configuration and passwords so you'll need to keep this information handy at the time of installation of new service. Our support staff can provide some guidance however you may have to contact the router manufacturer or your local technician to assist with your setup if our support team cannot help. Please be aware your router may not support the blistering speed of Activ8me fibre services. To avoid the potential headache of setting up and to get the most out of your connection we would strongly advise that you purchase a recommended Activ8me router.  

Why can't I achieve 100Mbps using wireless on my laptop?

Wireless router speeds can be temperamental; many factors affect their signal strength and speed output. Device technology, interference from other wireless devices in or around your premises and distance from your wireless device to your router can also have a significant impact on speed and give the impression your internet is sluggish and slow. Laptop wireless receiver cards are not yet capable of receiving a 100Mbps wireless speed.
Physical cabling whilst sometimes isn't practicable, is the ideal method to ensure the maximum speed from your NBN fibre connection can be achieved.  

Billing & Charges

How am I billed?

Fibre is billed in advance at the start of the billing month. You will only ever be charged for your monthly plan and data blocks (if you purchase any) as we do not charge excess usage on our plans as they are shaped.  

How do I nominate an authorised account representative?

To add a nominated representative to an account the account holder must call support or accounts on 1300 760 219 and request to add an authorised representative to the account. This will allow the authorised representative to speak to the accounts and support department in future without requiring confirmation from the account holder. Alternatively a signed letter can be sent by the account holder nominating an authorised representative via fax or post.  

How much does it cost to connect NBN Fibre?

It is free to connect to the NBN Fibre service (on standard installs). You will not get charged any connection or set up fees, only for your monthly plan by Activ8me. 
Please note: To connect to a NBN plan you must be in an activated NBN service area. Additional charges apply for non-standard installs.

What are the benefits of bundling?

If you bundle your Activ8me fibre broadband with an Activ8me Phone Line you receive a $10 discount on your monthly broadband bill. If you can cancel one of your bundled services you will no longer receive the $10 discount per month. 

What payment options do you offer?

Activ8me currently offers two bill payment methods:
1. Direct Debit to a Bank Account
2. Direct Debit to a Credit Card (Amex, MasterCard and Visa)
Monthly tax invoices for all payments direct debited are available under ‘My Account’.
Please note: Any additional fees due to bank dishonour or late payment fee(s) will be charged automatically to your bank account.

General Info

What is the National Broadband Network (NBN)?

The National Broadband Network is a Federal Government Initiative to provide all Australians with access to a high speed broadband connection. The NBN aims to cover 93% of all premises with access to a fibre connection and the remaining 7% of Australian premises to have access to fixed wireless and satellite technologies.  

What is the difference between ADSL and Fibre?

ADSL broadband connections run on the current copper telephone line network most Australians have at their premises. It sends data down the copper line via electrical signal and is quite prone to signal interference. As a guide ADSL2+ can provide a maximum bandwidth of 20Mbps.
Fibre is a newer form of technology using fibre optic cables that carry data digitally using light signals rather than electricity. There is no interference and signal loss is minimal. Fibre has a bandwidth that can carry up to 100Mbps.  

Is fibre optic cable safe?

Yes, it is safe. Fibre optic cables do not conduct electricity. However, you must never tamper with the cable or equipment. A qualified NBN Co installer must install your NBN Fibre service.  

Who is responsible for equipment and maintenance?

NBN Co will maintain the NBN Co equipment. NBN will send out a technician to repair or replace faulty equipment on the premises. All equipment remains the property of NBN Co.
Please note: You may incur charges if you have caused damage to the NBN equipment at your premise.  

What is Fibre To The Premises (FTTP)?

Fibre to the Premises (FTTP) is a telecommunication network that uses optical fibre cables to connect homes and businesses to a high speed network that can be used to provide high speed broadband and phone services.

FTTP involves laying optical fibre from a central location (switch) to a termination point (the home or business). The technology is capable of transmitting data at speeds of up to 100Mbps (5x faster than ADSL2+).

NBN have plans to be able to offer new telephone technology in NBN Fibre and NBN Wireless areas that will replace fixed (copper) phone lines in the years to come.  

When will fibre be available in my area?

The NBN Fibre roll out is taking place over a number of years. There are active sites around the country currently and new towns and suburbs becoming active every month. A list of active locations and more information can be found at: http://www.nbnco.com.au/rollout/rollout-map.html 

Plan & Contract Information

Is there a contract term?

We offer No Contract, 12 month and 24 month contract terms. The 12 and 24 month contract terms incur a $120 early contract termination fee.
Please note: Upon cancellation you will be required to pay your full monthly fee (a rebate for your monthly fee that is paid in advance will not be given), so it is advisable to ask our support operators if the cancellation date can be scheduled towards the end of your billing month.

Can I suspend my service?

No you cannot suspend your service, however if you are on a no contract term you can cancel your service and then reconnect in the future.  

Can I change my plan?

Yes, you can change you plan once a month free of charge. Your plan change will take effect from the next monthly billing cycle. You can easily make plan changes via ‘My Account’ on the Activ8me website.  

Can I upgrade and downgrade my plan?

Yes, you can upgrade and downgrade your speed once a month. Your speed upgrade will take effect from the start of the next month billing cycle. The speed upgrade/downgrade cost will be added/subtracted from your current monthly plan fee.  

Can I change my plan?

Yes, you can change you plan once a month free of charge. Your plan change will take effect from the next monthly billing cycle. You can easily make plan changes via ‘My Account’ on the Activ8me website.  

What Spend Management tools do you offer?

Activ8me offer shaped broadband plans to restrict the price a customer pays each month. A shaped plan does not charge excess usage if you use more data than your plan permits. A shaped plan will slow the speed of the connection once the monthly data limit has been exceed. On a shaped plan you will always receive a flat monthly plan fee. All NBN plans are shaped.  

What speeds can i expect to get with a fibre connection?

Fibre is capable of getting speeds of 100Mbps download/40Mbps upload. There are different speed packs to choose from starting at 12/1Mbps.
Please note: Plans can provide download speeds of up to a maximum of 100 Mbps but these may not be the speeds actually achieved due to a number of factors including computer hardware, equipment (eg. type of wireless router), software, source of the download and number of users online.  

What plans are available?

We have a number of plans available starting at 20GB a month for light to medium users all the way up to 500GB a month for the heavy users. Our Fibre plans are anytime data plans which means you can use the data anytime during the day (there are no peak/off-peak data restrictions).
A full list of plans can be found in the Fibre section of the Activ8me website.  

Can I manage my account online?

We provide a free on-screen usage meter (this is available for download once you are logged into ‘My Account’). You also get 24/7 online access to your detailed account information so that you can easily monitor your monthly tax invoices. Simply login to ‘My Account’ with your customer number and password.
Once you have installed your free on-screen usage meter it allows you to keep an eye out for approaching data limits.  

Do you have a VoIP service?

Yes. Activ8me do have a VoIP service called Activ8me Voice. There are 3 plans available, Pro Saver, Basic Saver and Super Saver. More information about Activ8me Voice can be found on our Internet Phone page.
Please note that Activ8me Voice does not receive a bundle discount.  

What is VoIP?

Activ8me VoIP is a phone service that allows you to make cheap local, national and international calls over the internet through a broadband service. You still use your telephone the same as before, but instead of plugging your phone into the socket on your wall, you plug it into the back of a special VoIP ATA box and into your modem. Note: if you have a VoIP compatible handset and your broadband modem is VoIP enabled you will only need to plug the handset directly into your modem (a VoIP ATA box is not required).