NBN Australia Contact Phone Number
Contact the NBN today!
The NBN can help you with the following:
Contact the NBN customer service via Phone
If you want to speak directly to an NBN phone contact representative, call 1800 OURNBN (1800 687 626).
Click to call 1800 687 626 on your mobile phone
Contact your NBN Provider’s customer service
Alternatively, if you have an enquiry about network outages, NBN rollout coverage, speed information, personal details, you can simply call your NBN provider and they’ll be able to help you with what you need.
Get full support with the NBN Help Centre
If you wish to contact the NBN directly online, simply head to the NBN website and fill in the form along with your details.
Last audited 15 April 2021
Frequently Asked Questions about NBN
For many years, Australia depended on a network of phone lines owned by Telstra, and broadband equipment owned by a handful of companies, for both home phone and internet services. Not only was it slow, it limited consumers’ choice of providers. The NBN – National Broadband Network – replaces that with a high-speed national network for all communications, which all providers can offer services on. That keeps prices down – and thanks to newer technology, speeds are faster than ever possible before.
The rollout of the NBN, started in 2010, is now officially complete (though improvements and upgrades are ongoing). Most areas and households have either been switched over to it, or have access to it. You can check your NBN access and the type of connection you have using our interactive NBN rollout map.
Once the NBN is available in your area, you should get a letter in the mail letting you know you can switch over. At that point you can either contact your current provider to make the switch, or choose a new one – it’s good to compare NBN providers and plans before making a decision, as there are many great-value deals available.
Yes, usually they do. With the old copper phone network shutting down, your home phone will now work on the same connection as your NBN broadband and will need to be provided by the company that delivers your broadband. That’s not a bad thing – usually, you’ll find the home phone line is included at no extra charge. If you’re on Fibre to the Premises (FTTP) or Fixed Wireless NBN, you can have home phone and broadband with different providers, but the cost of doing so makes it better to stick with the one provider.
As a vast national network, the NBN itself is designed to never be “down” completely (though occasional technical problems can crop up). However, if you’re unable to access your NBN internet service it’s entirely possible that the NBN connection point you’re on may be having an outage, or your internet provider may be having technical issues. Your first port of call is your internet provider’s support line – they have access to all the info about the NBN and can tell you if there’s an outage and how long it may last, or get things fixed if there’s a fault in your service.
When the NBN is installed at your home or business, the NBN technicians will install all the things needed to get the connection into your home. Depending on your connection type, they will also possibly install a device known as a NTD where the connection enters the building, which is what you connect your modem or router to. With Fibre to the Curb connections, the NTD will usually be supplied by your internet provider, but sometimes may be installed when you have the NBN connected. In either case, it’s provided free of charge.
A vast broadband network that stretch across the entire country, the NBN works as a central hub that all internet providers can connect to via any of 121 connection points around the continent. It provides the pipelines and computing power needed to move data to and from each of those connection points, sending it to and receiving it from your chosen broadband provider. It’s an incredibly complex network that’s designed to be, for the end user, as simple as plugging a modem or router into a socket on the wall.
The NBN replaces the old copper phone network, and with it, your traditional phone line is also replaced. However, with some NBN technologies – Fibre to the Node, Fibre to the Curb and Fibre to the Building – existing phone lines are used to carry the NBN data from the street into your home. Because this is a far shorter length of traditional phone line, much faster speeds can be reached. When the NBN is installed at your place, the NBN technicians will make the needed changes to your phone line so it’ll work with the NBN.
While so far, most NBN connections have been limited to the NBN 100 tier as the top speed – that’s 100 Mbps downloads and 40 Mbps uploads – in 2020, new speed tiers were released, offering download speeds of 250 Mbps and 1000 Mbps (also known as “gigabit”). However, these speeds aren’t available for everyone just yet – in most cases, upgrades need to be made to the network to enable them for customers, and internet providers need to choose to offer them (at the moment, only a few do).
While you’re not required to have a NBN broadband connection or home phone if you don’t want one, the old copper phone network is being decommissioned and you will lose access to it once that happens in your area, making the NBN the only choice for wired broadband and phone. That’s not a bad thing, since it gives all consumers much more choice and cheaper prices, and the ability to switch providers easily without a lengthy waiting period.
There are several types of NBN in use around Australia, and which one you get depends on your location – you can’t choose which type you get. All connect to the same NBN in different ways and have different advantages and capabilities. To find out which type you have, search for your address on any NBN internet provider’s web site – it will instantly show you which connection type you have.
The NBN was a project started by the Rudd government a decade ago, and then modified and finished by the current government, as a publicly owned asset. At the moment, the NBN is still 100% government owned and run, but the longer-term plan has always been to sell it to recoup the huge cost of building it. While that will eventually happen, for the immediate future the NBN remains in public hands.
If you’re experiencing slow or unreliable broadband on the NBN, the actual NBN network is unlikely to be the problem. It’s possible your internet provider may be having technical issues or suffering from congestion, so call them first. It’s also possible that you’re suffering from a local fault, either with the cable out in your street or the cabling in your home; you ISP can help you diagnose that. If you’re using wi-fi, make sure you test your connection using a computer plugged into your modem/router via Ethernet first – wi-fi is notoriously prone to interference causing slowdowns.
TV and the internet are closely connected these days, and there are plenty of options if you’re looking to get some entertainment with your internet connection. Fetch TV can be added to unlimited plans from several providers (like iPrimus, mentioned above) or if you’re more of a streaming user, Telstra’s bundle pulling together a Telstra TV box, free months of Binge and Foxtel Now, a home phone and unlimited broadband is TV value that’s hard to beat for $99/month. Telstra also offers well-priced bundles with Foxtel included. You can check out all the latest TV and internet bundles on our comparison page.
If money’s tight and you’re looking to get connected to the internet without breaking the bank, don’t worry – there are affordable plans available, and while they won’t break speed records, they’ll keep you connected just as well. Belong Broadband – which uses the Telstra network – has its Starter plan available for only $55/month, which gives you slightly more than NBN25 speed. It doesn’t get much cheaper than that – and they include a wi-fi modem too.
What’s best overall is going to depend on your specific needs, but the plan which gives the most bang for your buck is Telstra’s NBN50 Unlimited Data plan. It bundles a fast, reliable connection, a modem with 4G backup, a home phone with unlimited calls, free connection and three months of free Binge (more if you join Telstra Plus!)