Here is key information to consider when signing up to a Vodafone nbn™ service.
Here’s how some of your existing services may be impacted by Vodafone nbn™.
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.
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. You can however keep your landline phone number with our Vodafone Mobile Landline service for $5 a month.
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.
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:
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.
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™.
Vodafone is unable to offer static IP addresses at this time.
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.
Here are other key details to consider regarding the installation and setup of your Vodafone nbn™ service.
If nbn™ needs to be installed at your address, we’ll organise an appointment with an nbn™ technician.
Due to COVID-19, nbn installation appointments are taking longer to schedule than normal. We’re working towards getting all new customers connected to nbn™. In the meantime, if you signed up to an nbn™ plan with a Vodafone Wi-Fi Hub, you can connect to our 4G network using 4G Back-up until you’re connected to nbn™.
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.
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.
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.
nbn co is responsible for all works carried out during installation, including the resolution of faults at the installation address.
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.
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.
|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 Back-up 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.
Vodafone 4G Backup
Vodafone 4G Backup is a complimentary service for nbn™ plans that provides an interim internet connection using either the Vodafone 3G or 4G network in Vodafone Coverage Areas only. It is only available using the Vodafone Wi-Fi Hub™ with a Vodafone SIM on our network. 4G Backup is available from when you receive your Wi-Fi Hub™ until your nbn™ service is fully activated or for a period of 30 consecutive days (whichever occurs first). This service will also be automatically activated if you lose connection to Vodafone nbn™ during confirmed local nbn™ faults. 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.
Min monthly spend is $5. Recurring monthly access fee charged until the end of the month in which you cancel the service. Only available to customers who are connected to an eligible Vodafone Postpaid Voice Plan (‘Voice Plan’). This Add-on does not come with a separate call allowance - It simply allows you to obtain a Fixed Voice (business/home phone) Number (‘FVN’) service from Vodafone (‘Vodafone Number) or retain your existing FVN service and port it to Vodafone (‘Ported Number’), and supports unlimited incoming calls redirected to a Postpaid Voice service on the same account. You will be unable to make outgoing calls using your FVN as all calls will be using your mobile device via the Vodafone Network. You will be charged for making outgoing calls from your mobile at the rate set out in your Voice Plan details. If using a Ported Number, only your FVN (business/home phone number) will be ported to Vodafone. This may result in loss of any services dependent on using the fixed voice service associated with that FVN (business/home phone number) including broadband, line sharing services, redirection or call waiting. Please check with your existing provider about these additional services and whether you will be required to pay any costs upon your number being transferred. If your eligible voice plan is cancelled, this Add-on will also automatically cancel and you will lose access to your FVN. Min monthly spend is prorated when Add-on is purchased or cancelled part way through the billing month for your eligible voice plan. This Add-on is not shareable with other eligible voice plans on the same account. For full terms and conditions please refer to your Voice Plan or details.
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