If I'm not happy with my nbn connection, can I cancel?

Yes, the nbn satisfaction guarantee is our promise to you that if you're not happy within 30 days of connection and if we can't fix it for you, you can cancel with no further charges. Just return your modem.

What will happen to my existing ADSL/Cable connection?

Once you connect to the nbn network, you won’t be able to access your broadband and voice services through your ADSL/Cable connection. Instead, you’ll access them through your new nbn network connection. And once connected to the nbn network, you won’t be able to move your services back. It’s also worth noting that when you request for your broadband and voice services be moved to the nbn network, you’re giving consent to the installation of services on the nbn network on behalf of all account holders at your premises.

How does the nbn connection process work?

1. If the nbn isn’t already at your address, once you place an order with us we’ll help you arrange an nbn installation appointment. This is so an nbn co technician can connect the nbn to your address.
2. If you’re a new customer you’ll receive a new Dataphone Modem. If you’re already with us, we’ll check your existing modem and if it isn’t compatible with the nbn, we’ll send you the new Dataphone modem.
3. You can install the Dataphone Modem yourself using the easy self-install kit included. Or get our tech experts to help you for a one-off fee.
4. Jump on the nbn and go!

Why do I need an nbn installation appointment?

So an nbn co technician can come to your address and connect you to the nbn network. Once the external connection gear is live, we’ll be able to deliver fast, reliable nbn into your home or office. NOTE: If you already have an active nbn connection, you probably won’t need a technician to visit. We’ll work this out once you place your order.

What will it cost me to connect to the nbn?

Self install your modem for $0

• We’ll send you a new modem if you need it, with easy instructions to install it yourself.

What happens to my existing phone lines?

Once you switch to the nbn™, your phone will run via the internet. This means you can only have one phone line and it must be connected to your modem.

What if I have a medical or security alarm?

Ask your alarm provider if it’s compatible with the nbn™ network. If not, ask about alternatives. Do this before you switch to the nbn network, or your alarm may not work. Make sure you register with the nbn co's Medical Alarm Register

Can I change my current Dataphone internet plan to one of your new plans?

Yes, just purchase a new Dataphone nbn plan and we’ll switch you over to the nbn easily. You’ll then be able to change plans up to once a month or cancel anytime. Simply pay out your modem if you leave before 24 months.

Does my nbn plan include a landline handset?

No. You can buy one from Dataphone. If you just want a home phone line, you can buy a phone-line-only plan

What about Priority Assist customers?

We install your modem for you at no cost if you’re an eligible Priority assist customer.