Frequently Asked Questions

We will begin processing your order as soon as possible, however, we are unable to guarantee a specific connection date because sometimes there are delays that are outside our control. This information should be used as a guide only.

Typical connection time frames:

• nbn^™: 1 to 15 business days or more, depending on the work required at your premises.
• Email or Domain Hosting service: 1 to 2 business days, depending on service configuration.
• Personal or Business VoIP: 1 to 2 business days (excluding number porting).
• Business Phone: 3 weeks, depending on service configuration (excluding number porting).
• Business Phone PLUS: 30 or more business days, depending on service configuration (excluding number porting).

Please note that we cannot start the process of connecting your service until all upfront costs have been paid eg. setup fees and hardware.

Our Provisioning Team will keep you updated on the progress of your order and confirm when your service has been connected.

Most broadband modem routers sold in Australia are compatible with OntheNet services. The type of device you need will depend on the type of broadband service you have. When ordering an nbn™ service please check your device is compatible with the nbn™ network your premises is connected to. Find out more.

Yes, OntheNet broadband services are compatible with VoIP. We offer both Personal and Business VoIP services.

Please ensure your modem is compatible with VoIP services.

This will depend on what you use the internet for and how often. Read our Broadband Usage Guide.

VoIP uses surprisingly very little data. An average 4 minute VoIP call uses approximately 2MB of data. With most broadband plans available these days you won’t have to worry about going over your quota while using VoIP.

VoIP generally needs a connection speed of 512/128Kbps or higher to operate successfully. Although VoIP will work on lower speeds, call quality is likely to be affected at these low speeds.

If you want to be able to make phone calls and browse the internet at the same time, a faster connection will be needed. OntheNet recommends a minimum nbn^™ plan of 50/20 so that there is sufficient bandwidth available for both activities.

We recommend having a dedicated internet connection for the VoIP service, particularly if you are running a business.

Downloads are the transfer of data from the internet to your computer. Downloads can be accumulated from websites you visit, emails you receive or any images, sounds or videos you view.

Uploads are the transfer of data from your computer to the internet. An example of this is the transfer of a file over an instant messaging service, uploading photos, sending emails or the transfer of a file from your computer to an FTP server.

Our NBN plans do not operate with peak and off-peak data allocation, for more information regarding our nbn^™ plans, click here.

The data allocation for some of our Personal ADSL broadband plans are split into peak and off-peak periods.

Personal ADSL plans:
Peak period is 7am – 7pm Monday – Friday (AEST)
Off-peak period is 7pm – 7am Monday – Friday and all weekend (AEST)

Uploads are counted for all Personal nbn^™ plans. For all other plans, only data that is downloaded is counted towards the data allocation.

Priority assistance for life threatening medical conditions is not available with OntheNet services.

We recommend you register your medical alarm with the NBN. Click here to visit their page.

Occasionally, we are unable to provide an nbn^™ services at certain locations. If you check your address and are unable to proceed, please speak to our Sales Team.

Once you are ready to connect, all you need to do is select a plan and place an order. You might also need to decide on some new equipment if your current device is not compatible.

Installation of the service may require an onsite visit but we will let you know when to expect the technician.

If you have an ADSL internet service it is essential that you switch the ADSL service to nbn™ before the phone line. If you allow your phone provider to switch your phone line first you are highly likely to experience major inconveniences such as the loss of internet access, loss of phone number, up to $300 extra in connection costs and/or no phone service for up to 10 business days. If your landline is switched to nbn™, your ADSL service will no longer work.

In most cases, it is possible to switch the ADSL service to nbn™ without affecting the phone line but its recommended you move to a VoIP service as soon as possible. nbn™ internet services do not require an active phone service.

If you would like a phone service after switching your ADSL to nbn™, remember that all nbn™ phone services use VoIP technology so it is worth considering other providers. OntheNet has a range of VoIP services available.

An nbn^™ internet service does not require a phone line for it to operate (unlike ADSL). This means, once you have an nbn™ internet service, you don’t need to pay for a phone service unless you need one to make or receive phone calls.

Now that the majority of the legacy copper network is disconnected, standard landlines are no longer an option and all voice services will use VoIP technology. We offer a range of VoIP services, contact us today if you have any questions.

Note: Copper disconnection does not occur in nbn^™ fixed wireless areas.

The install process depends on the nbn^™ technology available at your premises and what nbn^™ equipment has already been installed (if applicable). Read more about the install process.

We will let you know if someone needs to be home when the installation takes place. It will depend on the nbn^™ technology available at your premises and what nbn^™ equipment has already been installed.

The co-existence period is when services that are delivered via the existing copper network ‘co-exist’ with nbn^™ FTTB, FTTN & FTTC services. While the co-existence period is applicable some customers with an FTTB, FTTN or FTTC service in that area may experience a slower connection speed than they would otherwise. Read more about nbn^™ speeds.

The co-existence period may be in effect for up to 18 months after the area became ready for service. The exact timeframe is determined by NBN Co and may be different in different areas.

To use the service you will need a compatible modem/router. The type of device you need depends on the nbn^™ technology. Your current device may not appropriate.  Find out more.

We can supply you with a new device or you can provide your own. If supplying your own you will need to check that it’s compatible with the nbn^™ technology available at your premises.

If your premises is connected to the FTTP, HFC, FTTC or fixed wireless nbn^™ network some equipment that is owned by nbn co will need to be installed in your premises, if it hasn’t been already.

Yes, you can keep your existing phone number by porting it to an OntheNet VoIP service.

OntheNet offers a range of plans at various service speeds but your actual speed may be lower than the maximum due to a range of factors. Read more about nbn^™ speeds.

We list the typical download speed with most OntheNet nbn^tm plans, this speed is the typical download speed attained between 7pm and 11pm. If you are experiencing issues with your connection speed, contact the Technical Support team.

The nbn^™ service will not operate in the event of a power outage unless you install an Uninterruptable Power Supply (UPS). You should also consider having an alternative form of communication such as a mobile phone. Read about nbn^™ fibre and battery backup.

If you wish to continue to use an existing medical or security alarm once the NBN service is installed, you should:

• contact the provider of the medical or security alarm to check it is compatible with an NBN service, and, if not, what alternatives are available; and
• register your medical alarm service on the NBN Medical Alarm Register which can be found on NBN Co’s website.

Please note: OntheNet does not offer Priority Assistance service. More information about medical alarms.

Traditional EFTPOS and fax machines require a phone service to operate. Phone services delivered via the nbn™ network use VoIP technology which may not be compatible with your current EFTPOS or fax machine. Some changes to internal cabling and equipment may be required. Please contact the supplier of your device to confirm.

An OntheNet VoIP service with Fax to Email can replace your traditional fax machine.

Plan change requests can be submitted at any point during the month. If you have a Personal plan you can choose the effective date (either immediately or your next billing anniversary date). It is best to select your billing anniversary date as the effective date (rather than immediately) otherwise you will forfeit the remainder of the current month’s access fee.

Shaping is a process implemented with all OntheNet Personal plans which slows the connection down when the data allocation has been exceeded. Shaping is removed when the billing anniversary date is reached and usage is reset to zero.

ADSL services are only shaped for the period in which the data allocation is exceeded. ie. if you exceed your peak quota only, you will not be shaped during off-peak and vice versa. If you exceed both your peak and off-peak allocation, you will be shaped for both periods. As NBN does not use peak and off-peak allocation.

The shaping speed for a Personal NBN service is 1/1Mbps. For all other Personal plans, it is 256/256Kbps.

Shaping will be removed at the start of your next billing period (refer to your last invoice or usage statistics to determine the anniversary date). OR if you change plans, shaping will be removed on the day that the plan change is effective.

There are different Terms and Conditions when changing some plans and we don’t assume to know what the customer requires. We notify all our customers when new plans are available. Changing plan is a simple process with the OntheNet Toolbox. Please contact our Sales Team if you have any questions.

Cancellation requests should be emailed to our Accounts Team and must include specific information about the service that is to be cancelled such as the username, address and service number (if appl) as well as the date cancellation is required. Cancellation requests must come from an Authorised Representative.

As per the OntheNet Terms and Conditions, cancellation notice periods apply and if the service is cancelled prior to the contract end date a cancellation fee will apply. Please contact our Accounts Team to confirm how much notice you need to give and what the cancellation fee (if any) will be.

To request an additional mailbox please email our Technical Support team.

To request additional OntheNet mailboxes please contact our Sales Team or complete the OntheNet Mailbox Order Form.

The domain name needs to be registered and hosted. Read about our hosting services.

OntheNet is able to host your website but you’ll need a web developer to create the website. Read about our hosting services.

To order additional domain names and/or storage space for your website please complete the Domain and Web Hosting Modification Form.

OntheNet provide an admin control panel that allows you to manage the email accounts for your domain. Please refer to the Business Mail Guides for how to use the admin control panel.

We offer CPanel with our Web Hosting 1 plan.

The billing date is the date your invoice is generated (it may be different to your billing anniversary date).

After your service is connected you will receive an email from our Accounts Team to notify you of your billing date. Credit card payments for Personal plans are processed on the date that the invoice is generated. Business plans are payable within 21 days.

Credit card details can be updated online via the OntheNet Toolbox.

In most cases, an account for a Personal plan will only be disabled if payment was unable to be taken from the credit card on file and a response to our notifications has not been received within 7 days. In the case of Business plans, if payment is outside our 21 day trading terms and a response to our notifications has not been received the account will be disabled.

All broadband services are billed monthly in advance and billing starts from completion of the service not when you begin using the service.  The start date and type of service you have (Personal or Business) determines your billing date and billing anniversary date which may be different to each other. After your service is connected you will receive an email from our Accounts Team advising when the first invoice will be issued.

Your invoice number can be found on the top right hand side of the invoice. Your account number can be found on the top right hand side of invoice underneath the invoice number. Previous invoices can be accessed online via the OntheNet Toolbox.

It is a requirement for Personal broadband plans that the monthly access fee is paid by direct debit from a credit card held on file. For Business broadband plans the payments options are on the bottom of your invoice. All payments should quote the invoice number as a reference. Please email a remittance to our Accounts Team.

Your billing period is the date range shown on your invoice under ‘Item’.

Most billing details can be updated online via the OntheNet Toolbox. Alternatively, an Authorised Representative can email our Accounts Team with the new details.

Please contact our Accounts Team to update your Authorised Representatives.

This can be caused by a recent change in internet connection, a change to your computer or a change to your computer.

Try to re-enter your username and password. If you don’t know your details, check your Service Details.  If your email program does not accept the details or if you can not find your Service Details, please contact our Technical Support Team.

Most brands note the default Wi-Fi password on the bottom of the modem.

If that password does not work or you have changed it in the past, please contact our Technical Support Team.

For additional guides, see our list of Email Common Questions and Issues.

If you are still experiencing issues with your email, please contact our Technical Support team.

There are many reasons this can occur, some of which include the following:

• Your IP address may be blocked.
• There may be a security program installed that restricts your access to some websites.
• The website hosting provider might be experiencing some technical difficulties. You should check if others are experiencing the same issue.

Our Technical Support Team can help you figure out what the issue is.

Any issues with your Internet connection can lead to complications with your VoIP service.

Be sure to turn your modem and phone handset off and on again and check the speed and quality of your internet connection. If this does not resolve the issue, please contact the Technical Support Team.

Follow the steps for resolving Dropouts/Loss of Sync in our troubleshooting guides.

Feedback is always welcomed and can be given over the phone or emailed to feedback@onthenet.com.au.

Please refer to our Complaint Handling Process.