What to consider when joining Vodafone nbn™.

Here is key information to consider when signing up to a Vodafone nbn™ service.

How Vodafone nbn™ may impact your existing services.

Here’s how some of your existing services may be impacted by Vodafone nbn™.

Your current broadband service.

Before transferring your broadband service to Vodafone nbn™, we recommend contacting your existing broadband provider about cancelling your service with them. If you’re still within your contract period early termination fees may apply.

Home phone lines.

We don’t offer home phone lines with Vodafone nbn™. If you currently have a home phone line at your installation address, it may be disconnected when Vodafone nbn™ is installed, depending on the technology type. If it is disconnected you’ll lose the number and any service associated with your home phone line.

Bundled services.

If you have a pay TV subscription or other services bundled with your existing broadband account, you may lose your bundling discount. If you want to keep your pay TV subscription, contact your existing provider and ask about unbundling pay TV from your broadband service.

Device compatibility.

Existing technologies or devices that use your home phone line service may not be compatible with Vodafone nbn™ and may no longer work after installation. These include but are not limited to:

  • Medical devices or alarms with autodiallers and emergency call button capabilities
  • Security alarms or services
  • EFTPOS terminals
  • Lift emergency phones
  • Fax and Text Telephones (TTY) devices or services

 

Check with the manufacturer to see if your device is compatible on Vodafone nbn™. For more information on device compatibility, check out the nbn co website.

Email address.

If you have an email address issued by your existing broadband provider, you may lose it when you sign up to Vodafone nbn™. Check with your existing provider if you can keep your email address when you join Vodafone nbn™.

Static IP address.

Vodafone is unable to offer static IP addresses at this time.

Priority Assistance.

Since Vodafone nbn™ does not come with a home phone line, we are unable to offer Priority Assistance.

Priority Assistance is a service designed to help Australians who have, or live with someone who has a diagnosed life-threatening medical condition, and whose life may be at risk without access to a fully operational phone service.

For more information, check out the Australian Communications and Media Authority website.

Installation and setup.

Here are other key details to consider regarding the installation and setup of your Vodafone nbn™ service.

Installation.

If nbn™ needs to be installed at your address, we’ll organise an appointment with an nbn™ technician.

Making Vodafone nbn™ appointments.

We may require physical access to the installation address as part of the connection process. If so, we’ll need to make an appointment for a time when somebody over the age of 18 years is at the premises.

Installing Vodafone nbn™ when renting or if you are not the owner of the installation address.

If you’re renting or do not own the property where Vodafone nbn™ will be installed, you must get permission from the landlord, property manager or owner before any installation work takes place.

Installing Vodafone nbn™ if the installation address is a strata title property.

If the installation address is under strata title, you must receive strata approval to connect Vodafone nbn™ to the building prior to any installation work taking place. We will ask for confirmation of this approval when you sign up.

Faults resolution.

nbn co is responsible for all works carried out during installation, including the resolution of faults at the installation address.

Faults resolution during installation.

If you experience a problem during installation of your Vodafone nbn™ service, call us on 1300 801 122 and we’ll work with nbn co to resolve the issue.

Faults resolution after installation.

If you experience an issue with Vodafone nbn™, give us a call on 1300 801 122. We’ll troubleshoot the issue and if it can’t be resolved immediately, we’ll arrange for an appointment with an nbn™ technician.

If you miss an appointment or no fault is found on any nbn™ equipment or infrastructure, fees and charges will apply.

Service Assurance Fee
Missed Appointment Fee $75
No Fault Found (no nbn™ technician sent out) $50
No Fault Found (nbn™ technician sent out) From $150

 

Missed Appointment Fees do not apply for Vodafone nbn™ installation appointments.

If you’re unable to connect to Vodafone nbn™ because of a fault on your line, you can connect to our mobile network with the 4G Backup feature on your Vodafone Wi-Fi Hub™. This will give you access to the internet through our mobile network while the fault is resolved.

You can use our coverage checker to see where mobile coverage is available. Max speeds are 12Mbps for downloads and 1Mbps for uploads, however actual speeds vary depending on your network coverage, content and location. T&C apply.

Terms and conditions.

Vodafone 4G Backup

Vodafone 4G Backup is a complimentary service that provides an interim internet connection using either the Vodafone 3G or 4G network in Vodafone Coverage Areas only for confirmed local nbn™ faults. It is only available using the Vodafone Wi-Fi Hub™ with a Vodafone SIM on our network. 4G Backup will be automatically activated if you lose connection to Vodafone nbn™. This excludes mass nbn™ outages. You will be able to use the Backup service until the fault is resolved or for a period of 30 consecutive days (whichever occurs first). Service performance varies depending on network coverage and your location with speeds likely less than the maximum. Our Fair Use Policy applies, see our Fair Use Policy for details. 

nbn™, nbn co and other nbn™ logos and brands are trademarks of nbn co limited and used under licence.