nbn™ Fixed Wireless Plus FAQ

nbn™ Fixed Wireless Plus FAQ

Fixed wireless plus is a new nbn™ speed tier designed exclusively to provide best-effort internet service for fixed wireless customers. Maximum speed potential of this plan is 75Mbps down/ 10Mbps up.
Speeds can be affected by a range of factors including the line of sight to the tower, nbn™ cell congestion, and/or nbn™ backhaul congestion.

Does Fixed Wireless have a speed guarantee?

nbn™ specifications say that the service will reach at least 25Mbps downstream at least once at any time during a 24-hour period. There are no guarantees for evening speed peaks with this service.

Can you tell me what speeds I’ll receive prior to sign up?

We can advise on sign-up if your local tower/cell is experiencing congestion, and we will be in touch with you via email once your service is active with information on any specific dates that nbn™ has set for an upgrade and how to test your connection.
What if I am not satisfied with my fixed wireless connection immediately after sign up?
We strive to do our best to advocate on behalf of our customers to nbn™ and to sort out any in-home issues with your connection. Customers who wish to cancel their service within 7 days will receive a full refund.

Is there a service up-time guarantee on Fixed Wireless Plus?

No. Maintenance on the fixed wireless service may occur during daylight hours for the safety of nbn™ technicians climbing towers. We recommend that customers requiring 24/7 internet or VoIP phone services consider a backup internet solution to minimise downtime.

What’s the best way to check the speed of my internet connection?

We recommend checking the speed of your internet connection on Speedtest by Ookla. Speed tests performed on our site will save to your account so that our tech support team can see exactly what you’re seeing during that speed test. This makes troubleshooting and, if required, raising a fault to nbn™ much easier. We advise running the speed test on a direct connection to your nbn™ connection device on an ethernet cable in order to rule out Wi-Fi interference. If you require assistance, please contact our team, they will be happy to help.

What happens if my tower or cell is congested?

Cell congestion on the nbn™ tower affects everyone connected to that cell in the area, regardless of which internet service provider is supplying the service. We will endeavour to provide you with all available information on capacity upgrades and maintenance times as we receive them from nbn™.  Note that nbn™ is conducting a major upgrade of fixed wireless services across Australia.

I’m concerned about my internet speeds, but my tower isn’t flagged as congested. What can I do?

We recommend contacting our team for troubleshooting to rule out other possible speed problems – for example, Wi-Fi interference from other electrical sources, or a faulty modem/router.
If all other potential problems are ruled out, and tower congestion is suspected, then we will do our best to advocate for capacity upgrades on your behalf.

Where can I go to find out more on fixed wireless speed concerns?

You can read more information and what to do about fixed wireless speeds directly from the ACCC by following this link: https://www.accc.gov.au/consumers/internet-landline-services/broadband-speeds/using-nbn-fixed-wireless

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