Internet FAQs

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Find all the information you need to get your More nbn service up and running.

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The nbn® rollout is largely complete, so most addresses in Australia will have the ability to connect to the nbn® networ ...  Read more...

In Australia, properties are connected to the nbn® network using different types of technologies based on the infrastructure and equipment that NB ...  Read more...

We can certainly tailor-make a package to suit your household needs. To get started, get in touch with our friendly sales team via 13 66 73. Our team ...  Read more...

More is a premium provider of nbn® broadband, phone and mobile services to homes and businesses across Australia. What makes us differe ...  Read more...

More entered the nbn®market in 2013 and over time have built our customer base to become one of Australia's largest privately-owned telcos. W ...  Read more...

Vocus is our wholesale provider, therefore we use their nbn® infrastructure. To learn more about Vocus click here: www.vocus.com.au   Read more...

Changing to More is easy, but first, you will need to make sure you're out of contract with your current provider to avoid cancellation fees. If you h ...  Read more...

The National Broadband Network (nbn®)  is made up of a series of fibre optic cables. The cables run out from a Point of Exchange (or POI) i ...  Read more...

nbn® stands for National Broadband Network. It is the service in which the majority of Australians use to access the internet from their home ...  Read more...

More nbn® is available to any residence that is eligible for, or has an existing Fibre to the Premises (FTTP), Fibre to the Node/Basemen ...  Read more...

You may experience some down time when switching between your current provider and more. Once your current service is disconnected and your service w ...  Read more...

When you sign up for a More nbn® plan, you will enter your address to see what sort of connection is available for your home. This wil ...  Read more...

Fibre to the Premises (FTTP) -?Fibre optics cabling is installed directly inside your property; this can deliver fast internet services with up to 1gb ...  Read more...

The Australian government enforce at New Development Charge to greenfield developments that need to be connected to the nbn® network. P ...  Read more...

Yes you can. At More, we give our customers the ability to change their speed tier at any time, as long as the speed increase is supported by their ...  Read more...

All our residential plans are available with a no lock-in contract. There is no cancellation fee for residential customers, and you can cancel your ...  Read more...

The nbn® activation appointment will vary based on how nbn® is delivered to your home or business. If you are unsure of this, ...  Read more...

Depending on how nbn® is delivered to your property and your property's nbn® readiness, this will vary from just 1 day t ...  Read more...

There is no charge for standard installation. This includes the visit from the technician. If nbn® has deemed your property a new dev ...  Read more...

nbn® provide a Missed Appointment Rebate to us when the NBN Co technician does not attend the confirmed appointment for both connections and ...  Read more...

Every home has a different technology type which will determine whether or not a technician will need to visit you to connect your internet. The poin ...  Read more...

Please contact our friendly Customer Service team to organise another appointment time.   Read more...

Fibre Connect is an initiative aimed at providing customers with faster internet speeds to support the increasing number of connected devices and the ...  Read more...

Approximately 2 million addresses will be eligible to be upgraded from fibre to the node (FTTN) or fibre to the curb (FTTC) to fibre to the premise (F ...  Read more...

FTTP: Fibre to the premises means fibre is connected all the way to your premises. FTTN: Fibre to the node has a fibre connection running to a mini-e ...  Read more...

We are pleased to hear that you are enjoying your current connection! The benefits of upgrading to FTTP (if you choose to do so) are as follows: Sp ...  Read more...

Great to hear! An FTTP requires an nbn® technician to connect a PCD (premises connection device) on the outside of the premises and then ins ...  Read more...

The majority of nbn® compatible routers will work on an FTTP service, you may just need to update your equipment settings before being a ...  Read more...

As you have an active FTTN service with another provider you will first need to transfer your FTTN to More and once you are an active More customer, w ...  Read more...

Moving home? Relocating an nbn® service to a new address can now be processed from our customer portal. TIP: Before you request to mo ...  Read more...

Once your new address is NBN ready and your service has been activated at your new address, you can plug in your modem to enjoy faster, more reliable ...  Read more...

More does not charge a relocation fee. However, if your new address is not nbn® ready, a New Development fee of $300 may apply. If this fee a ...  Read more...

Changing to More is easy and there is no setup fee however, you will need to make sure you're out of contract with your current provider to avoid poss ...  Read more...

If your new address isn’t nbn® ready, then you may need a technician to visit your home to get you connected to the nbn®& ...  Read more...

For information on how to set up your More supplied modem or BYO modem refer to our step-by-step guides on our website or contact our technical suppor ...  Read more...

If you have a modem supplied by a different service provider, it is important that this device meets the BYO modem requirements. If your modem is not ...  Read more...

Service relocation times can vary depending on your new property’s nbn® readiness and the type of nbn connection. If your new property has b ...  Read more...

If you have a valid reason and need to opt-out of CGNAT you can call our technical support team on 13 66 73 and we opt-out of your service and ch ...  Read more...

As IPv4 addresses become increasingly scarce and expensive, we’ve adopted Carrier-grade NAT (CGNAT). This innovative solution allows us to conti ...  Read more...

Yes, CGNAT enhances security by adding an extra layer of firewall protection. Since your router is no longer directly exposed to the public internet, ...  Read more...

While CGNAT is highly effective, there are a few scenarios where it might not be suitable. Fortunately, CGNAT has been in use for several years, and m ...  Read more...

If you're experiencing internet connection problems, we recommend power cycling your modem. Follow these steps: Unplug the power cord from the back ...  Read more...

A dynamic IP address is a temporary address that is automatically assigned to a device when it connects to a network and continually changes over time ...  Read more...

CGNAT is short for Carrier-grade NAT, it’s a type of technology that allows multiple users to share a single public IP address.  It&rs ...  Read more...

An AVC ID, also known as an Access Virtual Circuit Identifier, is a unique 15-digit reference number (formatted as AVC followed by 12 numbers, e.g. AV ...  Read more...

CGNAT is short for Carrier-grade NAT, It’s a clever method used by service providers (like us) to share a single unique public IP address among ...  Read more...

Creating a support case via your Self-Care Portal is simple! Just follow these steps: 1. Dashboard Access: Once in your Self-Care Portal Dashboard, ...  Read more...

We will keep you up to date regularly on the progress of your order via email or sms. It is important that you look out for these notifications as ...  Read more...

Moving home? Relocating an nbn® service to a new address can now be processed from our customer portal. TIP: Before you request to mo ...  Read more...

If you are going overseas or do not require your nbn® service for a long period of time, it may be beneficial to put your nbn&reg ...  Read more...

nbn® and mobile cancellations can be submitted through the Self Care Portal. To cancel your nbn® service: Login to the Self Care Por ...  Read more...

In 2014 the Australian Government made the decision to use a mixed technology approach to the nbn® rollout. This means that certain pr ...  Read more...

At More, we understand that living in Australia's climate can bring many challenges - including fires, flooding and other natural disasters.These even ...  Read more...

At More we are committed to helping customers facing financial hardship maintain telecommunications access and working with you to find a sustainable ...  Read more...

From 18 January 2025, you can find your unique AVC ID for your More nbn® service:  1. On your bill. • Scroll down to your ‘Inter ...  Read more...

There are a number of reasons why an nbn® service may be running slower than expected. It may be down to hardware and software configu ...  Read more...

We'd like to get you back up and running as soon as possible. Please contact Customer Support or log in to your Customer Portal.   Read more...

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 theor ...  Read more...

Unplanned outages can be caused by –   Weather: Extreme weather-related events such as fires, storms or cyclones can cause physical dam ...  Read more...

It’s important to keep in mind that any equipment connected via the internet network will not work during a power outage. To ensure you’re ...  Read more...

1. Power cycle your modem Unplug the power cord from the back of the modem. All the lights on the modem should be OFF. Wait 1 full minute before p ...  Read more...

If your internet service is still not working after you have been notified that the outage has been resolved, we ask that you first power cycle.  ...  Read more...

To check if there is a planned or unplanned outage affecting your internet service, head to our Network Status page.     Read more...

We will send you an email in advance notifying you that planned maintenance is taking place and may affect your internet service. Maintenance is ...  Read more...

There are a number of things that you can try to help improve your Wifi coverage in your property. Wifi is now critical in a household where numero ...  Read more...

During an unplanned internet outage there are 3 things you can do to stay connected to the internet.  Hotspotting from your mobile device &nda ...  Read more...

We support the use of a BYO modem or router for use with your nbn® Plans with More. We recommend ensuring that you are familiar with your own devi ...  Read more...

As soon as your nbn® service is activated billing does commence. We are keen for you to get online with your new nbn® plan ...  Read more...

Not necessarily. However, if: you live in a large household where there is a fair bit of distance between the router / nbn® connectio ...  Read more...

If you are accessing the nbn® network for the first time, nbn® will provide you with an outdoor unit (antenna) and an indoor nbn® connecti ...  Read more...

You can perform a service qualification (SQ) check to determine whether the nbn® equipment installed at your address is suitable for high speed Fi ...  Read more...

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 mod ...  Read more...

Content filters help to prevent children and other vulnerable people from seeing certain categories of inappropriate content when connected to the int ...  Read more...

Our top tips to keep you and your family safe online are:   Set up multi-factor authentication MFA will provide you with an extra layer of pro ...  Read more...

If you are or have experienced cyber bullying, cyber abuse or have seen any offensive or illegal content online, we recommend that you report it to th ...  Read more...

What happens if my tower or cell is congested?Cell congestion on the nbn® tower affects everyone connected to that cell in the area, regardle ...  Read more...

In a bid to enhance nbn® performance and connectivity to over 248,000 homes and businesses, NBN Co undertook a national pilot program. This requir ...  Read more...

To access the upgraded theoretical max attainable Fixed Wireless Plus plan speeds of up to 100/20 Mbps as an existing customer, you will need to power ...  Read more...

Most Fixed Wireless customers will be able to access to faster nbn® if they sign up or upgrade to a high speed Fixed Wireless plan and have any ne ...  Read more...

New customers can access a highspeed fixed wireless nbn® plans by checking their address to confirm eligibility and completing the sign-up process ...  Read more...

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 w ...  Read more...

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 o ...  Read more...

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