Frequently Asked Questions

Getting started with OntheNet

Check your address to find out what type of broadband is available in your area and then place an order via our website. If you have any questions, please contact our Sales Team.
Please allow 24hrs for acknowledgement of your order. Our Provisioning Team will keep you updated and confirm when your service has been connected. The timeframe will depend on the type of broadband service you have ordered. If you need assistance to get online once your service has been connected, please contact our Technical Support Team.

OntheNet cannot guarantee connection timeframes. Sometimes there are delays that are outside our control. Please use this information as a guide only.

ADSL: 5-10 business days
Naked DSL: 8-12 business days
NBN: 1-15 business days or more, depending on the work required at your premises.

Please note the service cannot be ordered by OntheNet until any upfront costs have been paid in full (eg. establishment fees and/or hardware) and the phone line is active at the correct address (if applicable).

Our Provisioning Team will keep you updated and confirm when your service has been connected.

OntheNet supports most broadband modem routers that are sold in Australia. The type of device you need will depend on the type of broadband service you have. If you have ordered an nbn™ service it is important to check the device is compatible with the nbn™ network your premises is connected to. Find out more.

Yes, OntheNet broadband services are compatible with VoIP. We offer both Personal and Business VoIP services.

This will depend on what you use the internet for and how often. Read our Broadband Usage Guide.

VoIP uses surprisingly very little data. An average 4 minute VoIP call uses approximately 2MB of data. With most broadband plans available these days you won’t have to worry about going over your quota while using VoIP.

A connection speed of 512/128Kbps or higher is recommended for a nice clear VoIP call. Although VoIP will work on speeds as low as 256/64Kbps, we can’t guarantee clear calls at these low speeds.

If you plan on using the internet while talking on your phone you will need a faster connection speed because any other usage can impact your VoIP calls. For this reason, we recommend having a dedicated internet connection for your VoIP service, particularly if you are running a business.

Downloads are the transfer of data from the internet to your computer. Downloads can be accumulated from websites you visit, emails you receive or any images, sounds or videos you view.

Uploads are the transfer of data from your computer to the internet. An example of this is the transfer of a file over an instant messaging service or the transfer of a file from your computer to an FTP server.

Some of our Personal broadband plans have the included data allocation split into Peak and Off-peak periods.

Non-Xtreme Personal plans:
Peak period is 7am – 7pm Monday – Friday (AEST)
Off-peak period is 7pm – 7am Monday – Friday and all weekend (AEST)

Personal Xtreme plans:
Peak period is 6am – midnight (AEST)
Off-peak period is midnight – 6am (AEST)

Uploads are counted for all Personal Naked DSL, Personal NBN and Xtreme plans. For all other plans, only data that is downloaded is counted towards the data allocation.

OntheNet services do not include Priority Assistance.

Switching to nbn™

Check your address on our website or use the rollout map, both are updated regularly as the rollout progresses. If the rollout has not yet commenced in your area we cannot give you a timeframe.

We will notify all our existing customers well before their premises has been enabled, however, if you have received a letter from nbn co, or the rollout map indicates service is available, please contact our Sales Team.

When the rollout has finished everyone will have access to nbn services. If nbn is not yet available at your location, we recommend getting ready by changing your voice services to VoIP. Standard phone lines won’t be an option in many areas after nbn is connected so if you change to VoIP now, it will be one less thing to do when nbn comes along.

Once your location is serviceable, all you need to do is select a plan and place an order. You might also need to decide on some new equipment eg. an nbn™ compatible modem.

Installation of the service may require an onsite visit but we will let you know when to expect the technician.

If you have an ADSL internet service it is essential that you switch the ADSL service to nbn™ before the phone line. If you allow your phone provider to switch your phone line first you are highly likely to experience major inconveniences such as the loss of internet access, loss of phone number, up to $300 extra in connection costs and/or no phone service for up to 10 business days.

ADSL requires an active landline delivered via Telstra’s legacy copper network. If the landline is switched to nbn™ your ADSL service will no longer work. This is because phone services delivered via nbn™ are not the same as the type of phone line needed for an ADSL service to operate. All nbn™ phone services use Voice over Internet Protocol (VoIP) technology.

The process for switching ADSL services to nbn™ differs depending on the type of nbn™ that is available at the location (eg. HFC, FTTN etc) but in most cases it is possible to switch the ADSL service without affecting the phone line.

If you only have a landline so that you can have ADSL (ie. you don’t use the landline to make or receive calls) you will be able to cancel the landline once the ADSL has been switched to nbn™. This is because nbn™ internet services do not require an active phone service.

If you would like a phone service after switching your ADSL to nbn™, remember that all nbn™ phone services use VoIP technology so it is worth considering other providers. OntheNet has a range of VoIP services available.

An nbn internet service does not require a phone line for it to operate (unlike ADSL). This means, once you have an nbn™ internet service, you don’t need to pay for a phone service unless you need one to make or receive phone calls.

When the legacy copper network is disconnected standard landlines will no longer be an option and all voice services will use VoIP technology. We offer a range of VoIP services, contact us today if you have any questions.

Note: Copper disconnection does not occur in nbn fixed wireless areas.

The install process depends on the nbn technology available at your premises and what nbn equipment has already been installed (if applicable). Read more about the install process.

We will let you know if someone needs to be home when the installation takes place. It will depend on the nbn technology available at your premises and what nbn equipment has already been installed.

Changing to nbn™ may not immediately affect your existing services, it depends on the nbn™ technology available to your premises. However, it is important to check all your services after your nbn™ connection is complete to ensure they are working as expected.

Fixed wireless: the existing network remains as is so all existing services should continue to work after your nbn™ service is installed unless you make a change to them.

FTTP and HFC: the nbn™ service is installed alongside the existing copper & cable networks so existing services should not be affected when the nbn™ service is installed. However, all premises in an FTTP or HFC area will be permanently disconnected from the existing copper & cable networks approximately 18 months after that area became ready for service. For this reason, you need to make sure you have a replacement service installed before the existing network is disconnected.

FTTB, FTTN & FTTC: most services will be installed using the same copper line as an existing landline or DSL service. This is because the majority of residential premises only have one copper line. If you have a spare line you can provide that phone number in your OntheNet order and we will try to use that line instead.

When FTTB and FTTN services are installed all existing non-voiceband services (eg. DSL/Internet) and any ‘special services’ that use the same copper line will be permanently disconnected on the install date. If applicable, voiceband services (eg. landline phone services) will remain active for up to 18 months after your area became ready for service, unless you decide to cancel them earlier.

When an FTTC service is installed all existing services that use the same copper line will be permanently disconnected on the install date and the phone number (if applicable) will be permanently lost. All devices connected to same internal wiring, other than those required for the nbn™ service, must be unplugged and remain unplugged to prevent interruptions to the FTTC service eg. telephone handsets, modems & alarm diallers.

The co-existence period is when services that are delivered via the existing copper network ‘co-exist’ with nbn FTTB, FTTN & FTTC services. While the co-existence period is applicable some customers with an FTTB, FTTN or FTTC service in that area may experience a slower connection speed than they would otherwise. Read more about nbn speeds.

The co-existence period may be in effect for up to 18 months after the area became ready for service. The exact timeframe is determined by nbn co and may be different in different areas.

To use the service you will need a compatible modem/router. The type of device you need depends on the nbntechnology. Your current device may not appropriate.  Find out more.

We can supply you with a new device or you can provide your own. If supplying your own you will need to check that it’s compatible with the nbn technology available at your premises.

If your premises is connected to the FTTP, HFC, FTTC or fixed wireless nbn network some equipment that is owned by nbn co will need to be installed in your premises, if it hasn’t been already.

Yes, you can keep your existing phone number by porting it to an OntheNet VoIP service.

nbn service speeds are expected to be higher than ADSL however we cannot guarantee that your service will operate at maximum speed. Read more about nbn speeds.

The nbn service will not operate in the event of a power outage unless you install an Uninterruptable Power Supply (UPS). You should also consider having an alternative form of communication such as a mobile phone. Read about nbn fibre and battery backup.

If you wish to continue to use an existing medical or security alarm once the NBN service is installed, you should:

  • contact the provider of the medical or security alarm to check it is compatible with an NBN service, and, if not, what alternatives are available; and
  • register your medical alarm service on the NBN Medical Alarm Register which can be found on NBN Co’s website.

Please note: OntheNet does not offer Priority Assistance service. More information about medical alarms.

Traditional EFTPOS and fax machines require a phone service to operate but phone services delivered via the nbn™ network use VoIP technology which may not be compatible with your current EFTPOS or fax machine. Some changes to internal cabling and equipment may be required. You will need to check with the supplier of your device to confirm.

An OntheNet VoIP service with Fax to Email can replace your traditional fax machine.

Changing plans and shaping

You can request a plan change online via the OntheNet Toolbox. In some cases, changing plan will incur a once off fee and/or affect your contract term. If you have any questions, please contact our Sales Team before submitting a plan change request.

Plan change requests can be submitted at any point during the month. If you have a Personal plan you can choose the effective date (either immediately or your next billing anniversary date). It is best to select your billing anniversary date as the effective date (rather than immediately) otherwise you will forfeit the remainder of the current month’s access fee.

Shaping is a process implemented with all OntheNet Personal plans which slows the connection down when the data allocation has been exceeded. Shaping is removed when the billing anniversary date is reached and usage is reset to zero.

Services are only shaped for the period in which the data allocation is exceeded. ie. if you exceed your peak quota only, you will not be shaped during off-peak and vice versa. If you exceed both your peak and off-peak allocation, you will be shaped for both periods.

The shaping speed for a Personal NBN service is 1/1Mbps. For all other Personal plans it is 256/256Kbps.

Shaping will be removed at the start of your new month (refer to your last invoice or usage statistics to determine the anniversary date). OR if you change plans, shaping will be removed on the day that the plan change is effective.

There are different Terms and Conditions when changing some plans and we don’t assume to know what the customer requires. We notify all our customers when new plans are available. Changing plan is a simple process with the OntheNet Toolbox. Please contact our Sales Team if you have any questions.

Relocating or cancelling a service

OntheNet will need to order a connection for the new number/address therefore you will need to submit an order to ‘Relocate’ the service and standard connection timeframes will apply. See FAQ: How long will it take to get connected?

You can check availability and submit an order via our website. Please note a relocation order does not automatically cancel your original service – you must submit a cancellation request when it is no longer required.

If you are having a change of number please contact our Provisioning Team prior to the change occurring. Because the change is made by your phone provider OntheNet has no control of how the change is made and whether it will impact your ability to use the broadband service. However, there are a few things you (and your phone provider) can do to reduce the likelihood of downtime.

It is possible that your ADSL service will be disconnected due to the change of number and we will need to request a reactivation on your behalf. A reactivation can take up to 5 business days, possibly more.

If the new number uses a different copper line to the original number a new order and establishment fee will be required to connect ADSL to the new number. See FAQ: How do I relocate my service to a new address or phone number?

OntheNet cannot cancel any service without a written request from an Authorised Representative. Cancellation requests should be emailed to our Accounts Team and must include specific information about the service that is to be cancelled such as the username, address and service number (if appl) as well as the date cancellation is required.

As per the OntheNet Terms and Conditions cancellation notice periods apply and if the service is cancelled prior to the contract end date a cancellation fee will apply. Please contact our Accounts Team to confirm how much notice you need to give and what the cancellation fee (if any) will be.

Email and web hosting

All Personal and Business broadband plans include up to 5 @onthenet.com.au mailboxes. One mailbox is created when you first sign up and up to 4 additional mailboxes can be setup upon request for no extra charge.

To request an additional mailbox please email our Technical Support Team.

To request additional OntheNet mailboxes please contact our Sales Team or complete the OntheNet Mailbox Order Form.

OntheNet is able to host your website but you’ll need a web developer to create the website. Read about our hosting services.

To order additional domain names and/or storage space for your website please complete the Domain and Web Hosting Modification Form.

OntheNet provide an admin control panel that allows you to manage the email accounts for your domain. Please refer to the Business Mail Guides for how to use the admin control panel.

Billing

Your billing anniversary date is the date on your invoice for the commencement of the billing period. For instance if your November invoice is for the period 21/11/2017 – 20/12/2017 your billing anniversary date is the 21st of each month. Data consumption is counted from your last billing anniversary date.

The billing date is the date your invoice is generated (it may be different to your billing anniversary date).

After your service is connected you will receive an email from our Accounts Team to notify you of your billing date. Credit card payments for Personal plans are processed on the date that the invoice is generated. Business plans are payable within 21 days.

Credit card details can be updated online via the OntheNet Toolbox.

In most cases, an account for a Personal plan will only be disabled if payment was unable to be taken from the credit card on file and a response to our notifications has not been received within 7 days. In the case of Business plans, if payment is outside our 21 day trading terms and a response to our notifications has not been received the account will be disabled.

All broadband services are billed monthly in advance and billing starts from completion of the service not when you begin using the service.  The start date and type of service you have (Personal or Business) determines your billing date and billing anniversary date which may be different to each other. After your service is connected you will receive an email from our Accounts Team advising when the first invoice will be issued.

Your invoice number can be found on the top right hand side of the invoice. Your account number can be found on the top right hand side of invoice underneath the invoice number. Previous invoices can be accessed online via the OntheNet Toolbox.

It is a requirement for Personal broadband plans that the monthly access fee is paid by direct debit from a credit card held on file. For Business broadband plans the payments options are on the bottom of your invoice. All payments should quote the invoice number as a reference. Please email a remittance to our Accounts Team.

Your billing period is the date range shown on your invoice under ‘Item’.

Most billing details can be updated online via the OntheNet Toolbox. Alternatively, an Authorised Representative can email our Accounts Team with the new details.

Please contact our Accounts Team to update your Authorised Representatives.

Troubleshooting and common issues

This means there are currently emails on the server taking up too much space OR someone has sent you an email larger than the total size of your mailbox.

We recommended checking your mailbox to see if there are any new emails waiting for you. You may also want to check your email client to see if you have enabled the option ‘Leave a copy of messages on the server’ [Windows] or ‘Remove copy from server after retrieving message’ [Mac]. The Mac version of this needs to be turned on and set to a minimum time frame however for the Windows option it is recommended to have turned off or set the time frame to approximately 2 days.

Emails sent to an OntheNet email address (eg. example@onthenet.com.au) will be bounced back to the sender should there be insufficient space to receive further messages.

This seems to be a bug within almost all versions of Outlook Express and Microsoft Outlook. We have found that simply accessing the account properties (Tools -> Accounts / Email Accounts) and re-entering your username and password helps. Sometimes though, it might be necessary to remove and re-create the account.

It is recommended that you check you are using the correct password. Please check your Service Details or contact our Technical Support Team.

There are many reasons this can occur, some of which include the following:

  • If you are a business customer with a static IP, your IP address may be blocked. In some cases, this is also possible on a dynamic IP however it is less likely to occur.
  • There may be a security program installed that restricts your access to some websites.
  • The website hosting provider might be experiencing some technical difficulties. You should check if others are experiencing the same issue.

Our Technical Support Team can help you figure out what the issue is.

ADSL becomes unstable or will not work at all when there is noise on the phone line. You will need to contact your telephone provider and ask them to fix the noise on your phone line. Once this is done, your ADSL service should begin working but if it doesn’t please contact our Technical Support Team.

General information

Online usage statistics are available via the OntheNet Toolbox. If you need assistance, please contact our Technical Support Team.

Feedback is always welcomed and can be given over the phone or emailed to feedback@onthenet.com.au.