FAQS

Service Availability

  • Can I get NBN with Click Broadband?
    • Yes if NBN Service is only available in selected NBN coverage areas. If you are an existing Click Broadband HP and ADSL2+ customer and interested in the NBN service, call our Customer Service on 1300254255.
  • I’m renting, how do I get the NBN?
    • For NBN Fiber to the Premises (FTTP), you will need to get permission from the property owner to install NBN equipment in your premises. We recommend that you discuss with your property manager or landlord about installation of Click Broadband NBN service
  • Will Click Broadband supply me with a router to work with the NBN?
    • Yes, Click Broadband can supply you with our standard modem for $109.95 on no-contract plans or pay only $19.90 delivery fee for 18-months contract plans.
  • How long will the installation of my NBN service take?
    • Installation of NBN service will depend on the demand in your area. To keep you updated about the status of your application you will be receiving a call from us for the service update.
  • Will Click Broadband notify me of the installation date during the application process?
    • Yes. You will be sent an sms confirming the installation date and timeframe or you will be receiving a call from us. We will also notify you if a technician appointment is required to install your NBN service. You, or an authorized person over 18 years of age will be required to be at the premises on the day of the technician visit
  • Is a technician appointment required to install the NBN service?
    • A technician might be required to attend to your premises to complete the installation and make sure you are connected to the NBN network .If an installation appointment is required, you or an authorized person over 18 years of age will be required to be at the premises on the day of the technician visit. On the installation day, an NBN installer will come to your home to do the necessary work. If your premises have an active NBN service connected previously then it is unlikely that you would require technician’s visit.
  • I have NBN with another provider. Can I get NBN from Click Broadband?
    • Yes. You can make a new application with Click Broadband Telecom and then cancel your existing service with the other provider (cancellation charges may apply with your other provider and Click Broadband is not liable for any cancellation fee with your provider).
  • Who do I call to connect my internet and/or phone services to the NBN?
    • If your area has been declared ready for service by NBN Co, you can contact our customer service at 1300 254 255.
  • Do I still need the NBN™ if I only want a voice line and I do not need the internet?
    • It’s important that your property is connected to the NBN™ network because in the future it will replace the existing landline phone, ADSL internet and selected cable internet services in your area. This means if you want to keep making phone calls and accessing the internet through a landline service, your property will need to be connected to the NBN™ network.
  • Will my disability equipment work on the NBN?
    • You should also confirm with the manufacturer of your equipment that your special equipment can operate on the NBN. Make sure to check with both your service provider and equipment supplier, as the network configuration can have an impact on the operation of the customer equipment.

Click Broadband Voice Service

  • Can I port (transfer) my existing phone number to Click Broadband?
    • You can port (transfer) your phone number from any provided to Click Broadband. We may not be able to port your number in all circumstances, this includes failure to provide account details, or contractual obligations with your existing provider. If you are porting your number to Click Broadband, inbound calling to your number will not commence until porting is complete which will take additional 1 to 5 business days after your Click Broadband NBN service is installed.
  • Can I use my existing phone wall socket for Click Broadband Voice service?
    • If you have NBN FTTN, FTTB, HFC or Fixed Wireless: You can use your current telephone handset, however it will have to be plugged into the VoIP port on the supplied Wi-Fi Modem Router using a standard telephone cable. If you have NBN FTTP: You can use your current telephone handset, however it will have to be plugged directly to one of the UNI-V ports on your NBN Connection Box (NTD) when your NBN service is activated, we will advise you of which port to use. If you wish to connect your phone to an existing wall socket, you should check if your in-premises wiring is connected to the NBN service. If it is not connected to NBN, you may need to install additional permanent phone or data cabling through wall, floor or ceiling cavities which must be done by a cable registered with an Australian Communications and Media Authority (ACMA) accredited industry registrar.
  • While my phone number is being ported to Click Broadband can I still make outgoing calls?
    • Yes, as soon as Click Broadband NBN service has been installed, you will be able to make outgoing calls from your VOIP Service. You can choose which plan is good for you.
  • Once I register for NBN Bundle, can I cancel the NBN service or Voice service component?
    • Yes, you can cancel or change your voice pack at any given time by providing a 30-day notice.
  • Do I need to call my current provider to cancel my existing home phone service or Internet?
    • Once the FTTB service has been activated, if you currently have any existing services like phone or internet at your premises, you will need to contact your current provider to have these services cancelled to ensure you do not receive any further bills. Click Broadband recommends you check with your current phone and/or internet service provider regarding contractual commitments and termination/disconnection fees associated with your current services. Click Broadband is not responsible for these charges. If you are also porting your existing phone number to Click Broadband, do not cancel your phone service until the number has been ported.
  • Do I need to change my phone or internet provider to NBN Co and will I keep the same phone number?
    • No, NBN Co does not provide telephone or internet services directly to the public, and acts as a wholesaler to other service providers but when you switch to NBN if you stay with the same telephone service provider following migration to the NBN, you will be able to keep the same phone number. If you change to Click Broadband, the provider you are leaving must let you take your number with you.
  • Can I contact Triple Zero (000) if my phone service is on the NBN?
    • Calls to the Emergency Call Service and National Relay Service—using a phone to dial triple Zero (000), or using a TTY (teletypewriter), dialing 106—will be available over the NBN. You should be aware that if your service does not have battery backup you may not be able to make any calls if there is a power failure. Customers with mobile phone coverage in their area should also consider having a charged mobile phone on hand for emergencies. If you have a VoIP service, you should check with your VoIP service provider whether your VoIP phone can be used to dial Triple Zero (000).
  • I am having trouble (for example a fault) with one of my services supplied over the NBN, who do I call?
    • You should contact your service provider for the service that is experiencing the trouble. For example, if the problem is with your phone service, you contact your telephone service provider. If the problem is with your internet service, then contact your internet service provider. Your service provider will work with NBN Co to resolve the fault on your behalf
  • I’ve received a letter saying that my phone service is being switched off, what does it mean?
    • In areas serviced by fiber to the premises, the copper network will be decommissioned 18 months after the area is declared ready for NBN service. You will receive a letter six and three months before this date to advise you that if you wish retain your telephone service, it’s time to switch to the NBN.
  • What will happen if I do nothing?
    • If you do nothing, your home phone will not work and you will not be able to use it to make or receive any calls including emergency calls after the network is switched off. Once your phone service is disconnected, you may have to pay additional costs if you change your mind and want to connect your home phone to the NBN in the future.

Usage and Charges

  • How am I charged for Click Broadband NBN Bundle?
    • For Click Broadband existing and new customer the first bill will be the upfront fees, which includes set up fee, delivery fee, a month in advance for NBN and VOIP service and modem fee if you opt to get the high range router. The monthly bill will be on a Direct Debit payment which will be sent a month after your connection date.
  • Can I use Click Broadband for local calls only and choose another provider for other calls (national long distance, international, calls to mobiles)?
    • No. Click Broadband Voice is full service including line rental, local, national, international and home to mobile calls. Customers must not pre select to another carrier or use the Voice service to make override calls on a third party network.
  • What is NBN™ New development Charge?
    • On 2 April 2016 NBN™ introduced the New Development Charge which is a one-time charge of $358 to all new orders for services in new development locations. This charge is a contribution in a new development to the infrastructure cost of the NBN™ network. We will inform you during the registration process if the New Development Charge applies to your premises.

Plan Charge & Relocation

  • I am an existing Click Broadband NBN customer, what should I be aware of during relocation?
    • We can provide Click Broadband NBN Bundle to your new location if NBN is already available in that area. Just call us 30 working days before you move.
  • What if I am relocating to a location where Click Broadband does not offer NBN?
    • We may be able to offer other Plan that is available in your area. Then once NBN is available that’s the time that you can switch to NBN and you can sign up for another 18 months contract and we are not going to charge you any cancellation fee.
  • Is there any cancellation fee if I cancel my Click Broadband NBN service?
    • There is no cancellation fee if you are out of contract or in a no lock-in contract term. You just need to provide a 30day notice and pay the remaining usage for the phone and internet before we cancel the service. If you also have our standard modem, you will have to return it to us within 15 days from the date of cancellation to avoid extra charges. If you are under a contract, cancellation fee will be $10 plus the remaining months. You also need to return the standard modem we provided within 15days from the date of cancellation of service to avoid extra charges.