Who do I contact if
I needhelp?
If you have any questions or
want to report a fault, please
call your service provider in
thefirst instance, or visit
nbn.com.au
What if I accidentally damage
my nbn
™
supplied equipment?
Please contact your service
provider to have it repaired or
replaced (charges mayapply).
Is my coaxial cable safe?
As coaxial cables conduct
electricity, you should never
disconnect, tamper with or
alter the coaxial connection
without consulting your
service provider. The coaxial
cable should not be pinched,
kinked, or bent sharply – this
can cause a break or short in
the cable (which may have
to be replaced, and charges
mayapply).
Is my nbn
™
connection box safe?
Your nbn
™
connection box
only uses fixed cables and
connections, which are
not designed to emit any
wirelessradiation.
If I’m going away, can I unplug
my service to save power?
nbn recommends leaving
your nbn
™
supplied equipment
connected and powered at
alltimes.
Can I plug my nbn
™
connection
box into a power board?
Yes; however, it is preferable
that your nbn
™
connection
box is first connected to a
fixed power outlet. If this
is not possible, then your
nbn
™
connection box can be
plugged into a double adaptor,
extension cord or power board.
How do I care for my nbn
™
connectionbox?
You can clean your nbn
™
connection box by wiping it
with a dry cloth.
Will my monitored security
system work over the
nbn
™
network?
Monitored security systems
may operate over the
nbn
™
network. However, if you
would like to use an existing
system, you should check
with your security provider
to ensure it is compatible
with the nbn
™
network. You
should test your alarm on
the day your service over the
nbn
™
network is activated.
Formoreinformation, visit
nbn.com.au/alarms
What happens to my nbn
™
connection box and other
equipment if I move?
Your nbn
™
supplied equipment
is the property of nbn and
should not be removed from
the premises in which it
was installed. Contact your
service provider for advice on
connecting services at your
new premises.
I have moved somewhere with
an nbn
™
connection box, how
do I get itworking?
If you move to premises with an
existing nbn
™
connection box,
please contact your service
provider to arrange for a new
service over the nbn
™
network
to beactivated.
Can I install cabling myself?
If you choose to have additional
permanent phone or data
cabling installed through
wall, floor or ceiling cavities,
it must be done by an ACMA
registered cabler. Your service
provider may be able to
recommend a registered cabler
in your area.
Can I connect my phone to a
gateway (router) provided by
my phonecompany?
Yes. Ask your phone service
provider how your phone
can connect to a gateway
(router) that is not the nbn
™
connectionbox.
Frequently asked questions
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