Category: Internet
Last updated: Monday, 19 August 2024

All Fixed Wireless nbn® FAQs

How do I know if I'm eligible for the new high-speed tiers?
Most Fixed Wireless customers will be able to access to faster nbn® if they sign up or upgrade to a highspeed Fixed Wireless plan and have any necessary equipment installation or upgrades completed. If you're currently on a Fixed Wireless plan and would like to upgrade to a high-speed Fixed Wireless plan and we haven't contacted you, please contact our friendly Customer Service team or log in and speak with us through the Self-Care Portal.

How can I upgrade to higher speed Fixed Wireless plans if it's now available at my address?
New customers can access a highspeed fixed wireless nbn® plans by checking their address to confirm eligibility and completing the sign-up process. Existing customers can request a plan change through the Self-Care Portal.

To access the higher speed tiers, you may require updated nbn® technology to be installed at your address. If this is the case, we will trigger a request for an nbn® technician to attend your property. In the meantime, you can access the internet via our Fixed Wireless Plus plan while you wait for your technology update. Once the nbn® technician has installed the latest technology and confirmed your connection, we will proceed with your plan change. 

How long will the upgrade process take?
If you have the most up-to-date technology, you should be up and running as soon as we confirm your order. If you require a new NTD, it may take 1-3 weeks for an nbn® technician to attend your property, depending on availability within the area.

The appointment time doesn’t suit me. How should I change it?
Please contact our super-friendly Customer Service team to organise another appointment time.
What nbn equipment is required?
If you are accessing the nbn® network for the first time, nbn® will provide you with an outdoor unit (antenna) and an indoor nbn® connection box and cable. You'll also require an nbn® compatible router

To access faster nbn® connection speeds, you'll need the latest nbn® connection box, which can be obtained via an appointment with NBN Co.

How do I know if I need to upgrade the nbn® equipment installed at my address?
You can perform a service qualification (SQ) check to determine whether the nbn® equipment installed at your address is suitable for high speed Fixed Wireless plans or whether an equipment upgrade is required.

When will the new high-speed tiers be available at my location?
We are launching the new high-speed tiers from 19 August 2024. If your address is not currently eligible for high-speed Fixed Wireless nbn®, more upgrades to the Fixed Wireless network are set to roll out in the coming months as part of NBN Co's Fixed Wireless uplift project.

What speeds can I achieve?
Our Fixed Wireless Home Fast plan has a theoretical maximum attainable speed of 200-250/8-20 mbps, while our Fixed Wireless Superfast plan has a theoretical maximum attainable speed of 400/10-40 mbps.
Speeds attainable on nbn® fixed wireless services will vary due to factors such as nbn® cell congestion, weather, geography, line of sight to the tower, local conditions, vegetation, building obstructions, signal interference, the type and installation of antennas and the position and quality of Wi-Fi hardware. Actual speeds will be significantly impacted by congestion, particularly during typical busy periods (7-11pm).

  • An NTD Gen 1 and Gen 2 can only access the Fixed Wireless Value Plus Plan. Customers will need to request an upgrade of nbn® equipment to access the new high-speed tiers. 
  • NTD Gen 3 can access our Fixed Wireless Home Fast plan. 
  • NTD Gen 4 can access both the Fixed Wireless Home Fast plan and the Fixed Wireless Superfast plan.  

I'm having issues with my connection. What should I do?
We'd like to get you back up and running as soon as possible. Please contact Customer Support or log in to your Self Care Portal.

Do I need to re-configure my modem/router?
If you find that after 24 hours, your service speed has not changed, you can power cycle your modem to initiate the new speed. To power cycle your modem:
1. Unplug the power cord from the back of the modem. To ensure you’ve unplugged the correct cord, check that all the lights on the modem are OFF.
2. Wait one full minute before plugging the power cord back into the modem and wait for the power light and internet light to turn green.
3. Enjoy faster, more reliable internet with Tangerine.
If you are experiencing any issues connecting your modem refer to our easy modem setup guides.

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