Support

Do you have a question?  Scan our FAQ's below and you will find answers to most standard questions.   If you would like to suggest a question for the FAQ list, please email it to us on customerservice@ausbbs.com.au.

If you need further support please use our Contact Us page.

 

  • Top 10 FAQs

    • Q: How do I open an AusBBS account?

      A:

      To open and AusBBS account go to our create account page,  You can access this page from the "Sign In | Register" link at the top right of the AusBBS Website or the "Sign Up" buttons in various locations. Or click here.  You will be invited to enter your email address, a display name, select a password and agree to the AusBBS terms and conditions.  When you click on the submit button you will be agreeing only to appropriate use of the AusBBS website and that AusBBS can contact you regarding its services.  The next steps will be to check the availability of AusBBS services to your address, selection of your preferred internet plan, phone plan and hardware if needed. The final step is to add contact details for installation and make payment of a deposit for your connection. Only after you have made the deposit will you have agreed to the full AusBBS terms and conditions.  From there just sit back and wait for us to organise your new service.

    • Q: Do I need an email address to open an AusBBS account?

      A:

      Yes. AusBBS is a paperless business so we require a current email address for all communications. If you do not have an existing email address we recommend you open a free gmail account.

    • Q: How do I pay for my AusBBS services?

      A:

      We currently offer Visa and Mastercard as well as direct debit from your Bank Account as payment options.  More options including Bpay, Paypal and Amex are coming soon. All accounts are set up for direct debit and monthly payments are collected monthly, in arrears for payg usage and calls, and in advance for fixed plan fees     Credit Card payments attract a 2% surcharge for bank fees.  If you would like to switch to direct deposit from your bank account please contact us using the form at http://www.ausbbs.com.au/contactus or call on 1300 775 828.

    • Q: Do I need to buy an AusBBS hardware device?

      A:

      No, you can choose to use your own hardware to connect to the Internet via AusBBS by selecting "BYO Network Device" as you go through the account setup process.  Note however, that while we will assist in getting you up and running with your own device, AusBBS only provides customer support for AusBBS supplied devices.  For full support select one of our tested devices listed here.

    • Q: Do I need to cancel with my existing provider?

      A:

      It is your responsibility to make sure that you are out of contract with your existing provider and notify them that your are terminating.   If you are a transferring customer your order with AusBBS will automatically cause your service the cut over to our network however you may still need to notify the previous provider that you have terminated your arrangements with them. 

    • Q: Can I terminate my contract early?

      A:

      Yes.   Note that for casual contracts there are no termination fees. You just need to give 30 days written notice.     For 12 and 24 month contracts the early termination fee amount will be $20 multiplied by the remaining months in the Term.   After the end of a 12 or 24 month term the contract can be terminated with 30 days written notice. 

    • Q: Can I view the AusBBS Terms and Conditions?

      A:

      Yes, click here for our Standard Form Agreement.   We will be getting a summary form up soon. 

    • Q: Is there a list of Critical Information Summaries?

    • Q: What do I do if I have forgotten my password?

      A:

      If you have forgotten your password you can generate a new password here.

    • Q: What do I do if I think my property is ready for service but NBNCo wants to send a contractor?

      A:

      Sometimes NBNCo list the service class of a property incorrectly.  This can lead to unnecessary install appointments which slow down the activation of your service.   Unfortunately its is not as easy as it should be to update an incorrect service class.   if you have all your NBN equipement installed but you are not listed correctly as service class 3,  what can help is providing the serial number of the NBN Network Termination Device (NTD) at your home so we can give that to NBNCo and request a change of service class.    To find the serial number of your NTD, remove the cover by pressing the 2 clips at the base (either together or one at a time), pull base of cover out, then up, to remove completely.  The serial number is on the device inside and is a series of letters and numbers starting with "ALCL......".   

  • Your Account

    • Q: How do I access my account?

      A:

      To access your account you should login using the "Sign In" link at the top right of the AusBBS website.  Once logged in you can place your cursor over your name which has appeared in the top right of the website.  This will open a drop down menu with your account user options and access to your usage and billing information.

    • Q: What do I do if I have forgotten my password?

      A:

      If you have forgotten your password you can generate a new password here.

    • Q: What happens if I exceed my limit of unsuccessful attempts to enter my password?

      A:

      Your account will be locked and you will need to email customerservice@ausbbs.com.au to request an ID check to reopen the account.

    • Q: How do I open an AusBBS account?

      A:

      To open and AusBBS account go to our create account page,  You can access this page from the "Sign In | Register" link at the top right of the AusBBS Website or the "Sign Up" buttons in various locations. Or click here.  You will be invited to enter your email address, a display name, select a password and agree to the AusBBS terms and conditions.  When you click on the submit button you will be agreeing only to appropriate use of the AusBBS website and that AusBBS can contact you regarding its services.  The next steps will be to check the availability of AusBBS services to your address, selection of your preferred internet plan, phone plan and hardware if needed. The final step is to add contact details for installation and make payment of a deposit for your connection. Only after you have made the deposit will you have agreed to the full AusBBS terms and conditions.  From there just sit back and wait for us to organise your new service.

    • Q: Do I need an email address to open an AusBBS account?

      A:

      Yes. AusBBS is a paperless business so we require a current email address for all communications. If you do not have an existing email address we recommend you open a free gmail account.

  • NBN

    • Q: What is the NBN all about?

      A:

      The NBN, otherwise known as the National Broadband Network, is a Govenermnet initiative to rollout high speed internet connections accross Australia.  NBNCo is the Government owned corporation charged with building and managing the NBN.  The plan is to service 93% of Australian households with fibre to the home (FTTH) connections and the remaining 7% with a mixture of wireless and satellite technology.

      For the majority of users FTTH will mean Internet speeds of up to 100mb/s.  This is a quantum leap when compared with current ADSL2+ speeds and will lead to an explosion of activity around high bandwidth applications in Australia.  HDTV over the Internet, online medical consultations and cloud desktops are just some of the potential applications. 

       

    • Q: Am I able to get the NBN connected to my home?

      A:

      Use our service coverage test to find out if you are in a currently connected area.

    • Q: Will my existing phone work once my home is connected to the NBN?

      A:

      The short answer is yes. Take a look at this short video put out by the NBN which explains the different ways to connect to the NBN with voice handsets.

    • Q: What equipment do I need to connect to the NBN?

      A:

      Actually you don't need anything more an ethernet cable which can be plugged directly into the NBN NTD (Network Termination Device) from your computer. This will allow you to connect to the Internet over the NBN. Alternatively you connect a router or home gateway to one of the NTD data ports. This will then allow you to connect a number of other devices via the gateway on a home network including other computers, smart TVs, smart phones, digital phone handsets and a range of other network enabled devices.   

      NBNCo provide a preparation checklist to help you get ready for the installation.

    • Q: Does AusBBS provide services in all Australian states?

      A:

      Yes

    • Q: Does NBNCo charge anything for installing an NBN connection to my home?

      A:

      Standard installations of the NBN fibre, wireless or satellite connections into your home are free of charge.  Non standard installs, such difficult access premises which take extra time to complete, will attract an installation charge.  The process is that an NBN contractor will do a site survey at an agreed appointment time and determine if it is a standard or non standard install.  If it’s non standard the charge will be $75 per hour (ex GST).  They will quote on the job at the time of the appointment.

      An installation will be considered to be a Standard Installation in respect of a Premises where each of the following conditions is satisfied:

      (a) all Connecting Equipment in respect of that Premises is able to be installed during an Appointment in Standard Hours and activated during Standard Hours;

      (b) the installation requires no more than one Drop Fibre, Network Termination Device, Connecting Fibre and Premises Connection Device to be installed for the Premises;

      Installations outside this definition will be deemed “Non standard” installations. 

    • Q: Do you count uploads?

      A:

      Yes.

    • Q: Does AusBBS block any ports on NBN services?

      A:

      No.

    • Q: Is there an Acceptable Use Policy on NBN Unlimited plans?

      A:

      Yes, AusBBS plans have rules of use in line with industry standards.  Click here to view our Acceptable Use Policy.   

       

    • Q: What do I do if I think my property is ready for service but NBNCo wants to send a contractor?

      A:

      Sometimes NBNCo list the service class of a property incorrectly.  This can lead to unnecessary install appointments which slow down the activation of your service.   Unfortunately its is not as easy as it should be to update an incorrect service class.   if you have all your NBN equipement installed but you are not listed correctly as service class 3,  what can help is providing the serial number of the NBN Network Termination Device (NTD) at your home so we can give that to NBNCo and request a change of service class.    To find the serial number of your NTD, remove the cover by pressing the 2 clips at the base (either together or one at a time), pull base of cover out, then up, to remove completely.  The serial number is on the device inside and is a series of letters and numbers starting with "ALCL......".   

  • NBN Wireless

    • Q: Does AusBBS provide NBN Wireless services?

      A:

      NBN Wireless services are now available.  Take a look at our Wireless PAYG Plan and our Wireless Cap Plans

    • Q: In need help. Is there a troubleshooting guide for NBN Wireless?

      A:

      There is a troubleshooting checklist on page 8 of the NBN Wireless User Guide.  

    • Q: Am I in an NBN Wireless area?

      A:

      Use our service coverage test to find out if you are in a currently connected area.

    • Q: If my home is not in an NBN area when will it be?

      A:

      The NBN has released an initial rollout plan. Click here to view an interative map which includes all areas to be connected in the first 3 years.

    • Q: Can I use NBN Phone with NBN Wireless?

      A:

      Yes, you can run AusBBS NBN Phone on NBN Wireless connections.  Note that the NBN Wireless NTD (network termination device) does not have a Uni-V port for dedicated voice services.  However you can still run OTT (Over The Top) VOIP services as offered by AusBBS a NBN Wireless connection.  These type of services require either a voice adapter to use an analogue handset through a router, or an IP phone.   You can see our Voip Hardware options in our Hardware section. 

       

    • Q: What equipment do I need to connect to NBN Wireless?

      A:

      Actually you don't need anything more an ethernet cable which can be plugged directly into the NBN Wireless NTD (Network Termination Device) from your computer. This will allow you to connect to the Internet over the NBN. Alternatively you connect a router or home gateway to one of the NTD data ports. This will then allow you to connect a number of other devices via the gateway on a home network including other computers, smart TVs, smart phones, digital phone handsets and a range of other network enabled devices.

    • Q: Does NBNCo charge anything for installing an NBN Wireless connection to my home?

      A:

       

      Standard installations of the NBN fibre, wireless or satellite connections into your home are free of charge.  Non standard installs, such difficult access premises which take extra time to complete, will attract an installation charge.  The process is that an NBN contractor will do a site survey at an agreed appointment time and determine if it is a standard or non standard install.  If it’s non standard the charge will be $75 per hour (ex GST).  They will quote on the job at the time of the appointment.

       

      Currently at least one installation option will be free for you. If you would like your installation done in a 
      particular way please discuss this with your installer as there may be charges associated with this.

    • Q: My NBN Wireless connection has been installed. How do I get started?

      A:

      NBNCo provides an extensive but easy to follow Wireless User Guide for your NBN connection here.

  • ADSL2+ Plans

    • Q: Do AusBBS ADSL2+ plan prices include line rental costs?

      A:

      No, our prices are exclusive of line rental and you will continue to be charged separately by your line provider. 

    • Q: Is fast churn available?

      A:

      Yes, fast churn (sometimes known as rapid transfer) is available.  If you are an existing customer with the network that AusBBS will use to service your connection then you will automatically be fast churned to your new service.  If you are on another network the change over will occur in line with average times.  A normal churn has an SLA of 5 business days (they normally happen within 48 hours) and are for all connections that need to change networks ie Telstra to iinet. The downtime is normally 5 mins and requires a re-boot of the router.    A fast churn has a SLA of 3 business days (they normally happen within 24 hours) and are for all connections that do not change networks ie Telstra to Telstra. The downtime is normally 5 mins and requires a re-boot of the router.    Fast churn does not impact on AusBBS setup fees.

    • Q: Can I get a Static IP address?

      A:

      Static IPs are available in some exchanges only for $8 per month.   Please email your request to accounts@ausbbs.com.au.

    • Q: Do you count uploads?

      A:

      For ADSL2+ accounts downloads and uploads are counted in your data quota. 

    • Q: What is shape speed for cap plans?

      A:

      On-Net cap plans are shaped at 256kbps,    Zone 1 and Regional cap plans are shaped at 64kbps.

    • Q: Can I use AusBBS Phone plans with ADSL2+

      A:

      Yes, you can run AusBBS Voip Phone on ADSL2 connections.  

      These type of services require either a voice adapter to use an analogue handset through a router, or an IP phone.   You can see our Voip Hardware options in our Hardware section. 

      Also remember that with ADSL2+ you need to maintain an active phone line with either AusBBS or another provider.   The AusBBS Voip phone plan rates do not include line rental for your phone line.   AusBBS offers PSTN line rental for $29.95 /mo on request. 

  • Naked DSL

    • Q: What is Naked DSL?

      A:

       

      A Naked DSL is a digital subscriber line (DSL) without a PSTN (analogue telephone service) service. In other words it is a DSL service without the need for an active phone line and the associated line renatl cost.   

    • Q: Does AusBBS provide Naked DSL services?

      A:

      Yes.  Take a look at our Naked DSL plan table. 

    • Q: How do I check whether my address is serviced by AusBBS Naked DSL?

      A:

      Naked DSL is generally available in metro areas only.  If you would like us to check your premises for availability please send your full address details via the Contact Us form and we will get back to within 24 hours.  Note that Naked DSL plans are currently only available by phone order on 1300 775 828.

  • PAYG Plans

    • Q: What is a PAYG Data Plan ?

      A:

      PAYG data plans allow you to Pay As You Go rather than pay for a fixed data amount upfront. The advantage of this is that you do not pay for data that you don't use. AusBBS prides itself on being upfront with our customers. We want you to see exactly what your usage is costing and we don't see why you should pay for unused data which most ISPs count on to make their business work. Choose any of our PAYG plans and you will be paying a minimum monthly fee which includes the first GB. After that you will only pay per GB of data you actually use. In fact the more you use the less each GB costs. For more information on our PAYG plans click here.

    • Q: How do I keep track of my data use?

      A:

      You data use is updated regularly in the "Current Usage" section of your customer portal. 

    • Q: Can I setup alerts for when I reach specified data levels?

      A:

      Not yet but this is a feature that AusBBS will be adding soon.

  • Cap Plans

    • Q: What is a Data Cap Plan?

      A:

      Data Cap Plans include a fixed amount of data that can be used each month. Once you reach the limit you will be shaped to a lower speed.    Cap plans are right for you if your household is consistently using more than 25 - 35GB per month.  This would mean your usage is very regular and heavy in comparison with most internet connections.  For more information on AusBBS Cap plans click below;

  • AusBBS Phone

    • Q: Will my existing phone work over the NBN?

      A:

      The short answer is yes. Take a look at this short video put out by the NBN which explains the different ways to connect to the NBN with voice handsets.

    • Q: What equipement do I need to connect my phone to the NBN?

      A:

      Actually you don't need anything more than a standard phone which can be plugged directly into the NBN phone port. This will allow you to connect phone calls through the dedicated NBN voice line. Alternatively you connect phone calls via the internet by using a home gateway with phone ports. This will allow you to plug the gateway into the internet port then connect a number of other devices to the gateway including your phone. Voice does use data so connecting this way means your voice calls will go against your data usage but voice uses a miniscule amount of data.

    • Q: CAN I use a computer on the internet while I am on the phone?

      A:

      Yes

    • Q: Can I run an alarm over my NBN phone line.

      A:

      AusBBS of course cannot guarantee that any particular alarm will work over your NBN phone line.  However, because we provide our phone service via the NBN Uni-V port it means you will have a dedicated voice line and dail tone on which to set up alarms.  Other customers have done this successfully and it may not be possible if you go through a provider which is only offering over the top (OTT) phone services. 

    • Q: Will my phone work if there is a power outage?

      A:

      The Government has required NBNCo to include a battery back system for all installations. This will guarantee 6 hours of phone time in the case of a power outage.  However as the batteries are large they are not always popular with customers and NBNCo is seeking changes to their mandate to make the installation of the batteries optional at the discretion of the customer.

    • Q: If I go over my plan allowance what rates will I be charged?

      A:

      It is rare for customers to use more than their allowance given the high level of local calls permitted. However it is possible so you need to be aware how your plan applies charges for excess calls. Full rate tables for each plan are available here.

    • Q: Can I call countries not listed in my phone plan and how much will it cost?

      A:

      Yes, see all our international call rates here.

    • Q: What features come with AusBBS Phone?

      A:

      Optional services include Calling ID, Caller ID, Call Reject, Caller ID Block, Call Waiting, Three Way Call, Call Forwarding, Do Not Disturb and Voice Mail.  More features are coming soon.

  • Complaint Resolution

    • Q: How do I make a complaint?

      A:

      AusBBS is a registered member of the TIO (Telecommunications Industry Ombudsman).  Our complaint handling process is designed in accordance with TIO guidelines.  All complaints are taken seriously and our staff will do everything possible to resolve your issues. 

      First Contact

      You can contact AusBBS by:

      Web form - http://ausbbs.com.au/cms/contactus
      Email - helpdesk@ausbbs.com.au
      Help line - 1300 775 828
      Mail - Suite 2201, L22, T2, 101 Grafton Street, Bondi Junction, NSW 2022. Australia

      We want your problem to be resolved as quickly and efficiently as possible.  Our frontline staff will do everything possible to help and resolve the problem when you first make contact. 

      If you have an issue, please raise it with the AusBBS staff member you're dealing with and tell them what you'd like done to resolve it. Our staff can resolve most customer issues on the spot.

      If you still have a complaint and feel it is not being resolved by the AusBBS staff member you're dealing with, the following steps set out how you can escalate your complaint.

      Step 1 – Escalation to a Manager

      If the staff member is not able resolve a complaint it can be escalated to their manager. Their manager will review the complaint and attempt to resolve it to your satisfaction.

      If their manager is unable to resolve the complaint to the your satisfaction, the complaint will be referred to the Complaints Resolution Team.

      Step 2 – Escalation to the Complaints Resolution Team

      The Complaints Resolution Team will review your complaint and attempt to resolve the  complaint to your satisfaction in accordance with industry code and regulation.

      In the unlikely event that the Complaints Resolution Team is unable to resolve the complaint to your satisfaction, the team will discuss further avenues outside of the complaint escalation process.

      Step 3 – Additional Options

      After reviewing your complaint, the Complaints Resolution Team will offer what we consider to be a fair and reasonable resolution. If you remain unsatisfied, the team may recommend access to other options such as arranging for you to speak directly with AusBBS's Managing Director or referring you to the TIO for independent advice. The TIO may, in most cases, refer you back to the Complaints Resolution Team to resolve the issue. If the outcome is unsuccessful, the TIO will mediate between yourself and AusBBS to resolve the matter.