Our Start Support Experts are here to help for any problem, big or small. Getting in touch is easy, you can call us Monday to Friday between 8.30am and 6pm EST on 1300 475 155, or send us an email at firstname.lastname@example.org.
Don’t forget you can fix most problems pretty quickly by checking out our Frequently Asked Questions below.
What is the nbn™?
The National Broadband Network (nbn™) is a new communications network currently being built by NBN Co on behalf of the Federal Government. The nbn™ will change the way Australian homes access the internet by providing super-fast internet that far exceeds the speeds currently available.
The nbn™ is targeting for everybody to have access to a service that provides 25Mbps downstream by 2020, but ultimately, nbn™ aims to deliver at least 50Mbps download speeds to 90% of fixed line premises by 2020.
The nbn™ will be rolled out progressively over the next 5 years using a range of technologies including fibre-optic (FTTP and FTTN), fixed wireless and satellite technology.
The nbn™ comes in five different flavours
nbn™ Fibre (FTTP)
Fibre optic cables that deliver broadband directly to your premises (FTTP or Fibre to the Premises).
Fibre optic cables that connect to your building or a node in your street, then existing copper cables deliver broadband to your premises.
An antenna is installed on your roof that delivers broadband from a dedicated nbn™ Wireless tower in your area. Typically used in regional areas.
High speed nbn™ broadband delivered over Satellite. Typically used in regional areas. This service is currently at capacity and NBN Co are increasing capacity in 2016.
Hybrid Fibre Coaxial Cable (HFC) directly to your premises. This is scheduled to launch in 2016.
What nbn™ flavours can I get from Start?
Start currently provide nbn™ Fibre (FTTP) and nbn™ FTTN.
What speeds can I expect on the nbn™?
nbn™ speeds come in four different flavors. For more details about nbn™ Speed Boost, please click here.
At its greatest capacity, the nbn™ offers speeds of up to 100 Mbps.
nbn™ can deliver a higher capacity than ADSL with multiple users connected at the same time and unlike ADSL, speeds don’t depend on your distance from a telephone exchange.
Of course, the nbn™ speed you experience still depends on a range of factors.
For the fastest speeds, you need a Ethernet connection between your Start Modem and computers/devices. Demand on the Network and local conditions such as internet traffic will also affect your actual speed.
Can I get connected to the nbn™?
Check here to see if Start nbn™ Bundles are available at your address.
What happens when the nbn™ Fibre comes to my area?
1. NBN Co will install state of the art fibre optic cables in your area, this process can take up to 12 months from start to finish.
2. NBN Co will then install an nbn™ Utility Box on the outside of your home, you don’t even need to be at home when this happens.
3. Once the nbn™ network rollout is complete and activated in your area, you will be able to order nbn™ services. NBN Co will notify you when the network is ready to go in your area.
4. Once you order an nbn™ connection with Start, we will organize for the NBN Co to come and install an nbn™ Connection Box in your home.
I’m already a Start customer, how do I switch to the nbn™?
If you’re an existing Start customer we will let you know as soon as the nbn™ becomes available in your area and we’ll organize to get you switched across as soon as you’re ready.
After the nbn™ has been live in your area for 18 months the old copper based services will be switched off, so when the nbn™ arrives it pays to make the switch as soon as you are ready.
If you are a new customer looking to join Start we would love to have you! You can check out our great value Start nbn™ Bundles here. You can sign up online, it’s super quick and easy, if you prefer you can call us Monday to Friday between 8.30am and 6pm EST on 1300 475 155 and select the option for Sales.
How long will it take for my nbn™ service to be connected?
Getting connected to the nbn™ typically takes between 1 to 2 weeks… but we will work as fast as possible to get you up and running!
If there is no nbn™ equipment already installed at your address, it may take a little longer to get set up but we will keep you informed along the way.
Once your nbn™ broadband is connected, your Start Talk service will then follow soon after.
What do I need to decide before my nbn™ installation?
Where on the outside of your house you prefer the nbn™ Utility Box (nbn™ Fibre) or Antenna (nbn™ Fixed Wireless) to go. Remember, if you currently rent your property, you will need to get permission from your landlord.
nbn™ Co will aim to install the Utility Box as close as is practical to any existing telecommunications utility box so as little disruption is made to your property as possible. If you would like to request that the nbn™ Utility Box is installed in a specific location, you can discuss this with the contractor working in your area however you may incur a cost for this change. nbn™ contractors will be able to provide you with a free no-obligation quote.
You will need to decide where inside the house you’d like to have your new nbn™ Connection Box. Ideally, this will be less than three meters from where you’ll keep your Start Modem.
As is the case with the Utility Box, nbn™ Co will look to install the Connection Box in the most practical place inside your home. Requests for the Connection Box to be installed in a specific location may incur a cost.
What happens on the nbn™ installation day?
The nbn™ technicians will visit your home to carry out the installation. They may need to work inside and outside your home for a few hours. After the installation is complete it usually takes around five business days for your Start nbn™ service to go live. Someone aged 18 or older needs to be present during the installation.
In some situations, two visits may be required to install your nbn™ service.
Can I use my existing modem or gateway on the nbn™?
All Start Modems’s are nbn™ ready!
If you already own a modem or gateway we suggest that you check with the manufacturer to see if it is nbn™ compatible.
I’m renting, can I get connected to the nbn™?
Yes you can… but we recommend speaking to your property manager or landlord to get permission first.
Will my Alarm, Fax or EFTPOS work on the nbn™?
Lots of devices that are connected to traditional phone lines will also work on the nbn™.
We recommend getting some advice from the device manufacturer before placing your nbn™ order with Start.
I live in an apartment block, can I get connected to the nbn™?
Absolutely! For existing apartment blocks your Body Corporate will need to register for an nbn™ upgrade.
New apartment blocks will have nbn™ installed during construction.
What are nbn™ Speed Boosts?
With nbn™ there are four speed choices available.
Fast 12/1 (download/upload) $0/month
A great speed for everyday users who like browsing the internet and staying on top of emails.
Faster 25/5 (download/upload) $10/month
Good for streaming movies and downloading at high speeds.
Super fast 50/25 (download/upload) $20/month
Good for families who want to surf the Internet at high speeds, all at the same time.
As fast as it gets 100/50 (download/upload) $30/month
Perfect for households wanting the fastest Internet speeds available! Not avaliable on nbn™ Fixed Wireless.