NBN FAQs

How we advertise nbn™ speeds

In order to help Australians make informed choices when it comes to the nbn™, Bendigo Telco is following recommendations from the Australian Competition and Consumer Commission (ACCC) to advertise typical evening speeds for nbn™.

These speeds measure the typical download speeds nationwide between 7 PM to 11 PM (local time). This is when the network is busiest and performance issues such as congestion are the most likely to occur, so measuring speeds during this period provides more realistic information about the speeds you can expect to experience on the nbn™.

As of 5 January 2018, Bendigo Telco advertises the following speeds for nbn™ FTTP, FTTB, FTTN & HFC services:

• Basic (nbn12): Typical evening speed 11Mbps download
• Fast (nbn25): Typical evening speed 22.4Mbps download
• Faster (nbn50): Typical evening speed 42.8Mbps download
• Super-Fast (nbn100): Typical evening speed 70.8Mbps download

Bendigo Telco Business nbn™ services measure typical speeds during weekday business hours (i.e. 9 AM – 5 PM local time) as this is more useful to business customers

How to change your nbn™ plan

Bendigo Telco offer a range of nbn plans to suit your individual needs. You can opt to move up to a higher speed plan without any service modification charges. To do this, select the plan you wish to move to a contact our Customer Help

• Chat with us online
• Email your plan change request and account details to customerhelp@bendigotelco.com.au.
• Call our friendly Customer Help team on 1300 228 123, 8.30am – 5.30pm Monday – Friday (AEDT).

Choosing the right speed for your household

Please note that not all speed options are available on all nbn™ technologies.

Specific factors affecting speeds

Different nbn™ technologies have different speed abilities, and the nbn™ plan you select may have different speed options available.

In addition to the general factors that can affect all broadband speeds, the specific factors below may affect the actual speed experienced on your nbn™ service.

^Grandfathered plans which are no longer sold may have different speed options available.

General factors affecting speed

• Hardware: You will need a router capable of connecting you to the nbn™ network which can handle the high speeds available to you. WiFi within the premises and router performance can often be the slow point in an nbn™ connection.
• Network links: External network factors such as physical location of a host computer, global Internet link between Bendigo Telco and the destination and the backhaul network between your premises and Bendigo Telco. Congestion on domestic and international links can be present during peak times.
• Users: The number of local users and devices in use at one time. Even with the high speeds of the internet, it is possible to use all available bandwidth at once, which will affect the overall speed experience.
• Software: There are many applications and programs that access the Internet. These may be running in the background on your device performing various activities such as downloading updates and files and uploading information... all of this will cause you to lose a 'bit' (or several) of your total speed.

Do I have to switch to the NBN?

With the rollout of the nbn network comes the decommissioning of the current copper technology that supports our phone and internet usage. Approximately 18 months after the nbn is switched on in your area, the old copper technology will be turned off. If you have not switched over to the nbn by this disconnection date your current phone and internet will stop working.

If you wish to continue using your phone and/or internet it’s imperative that you make the switch before your area faces copper disconnect.

Do I need to pay line rental for my NBN service?

With the rollout of the nbn network comes the decommissioning of the current copper technology that supports our phone and internet usage. Approximately 18 months after the nbn is switched on in your area, the old copper technology will be turned off. If you have not switched over to the nbn by this disconnection date your current phone and internet will stop working.

If you wish to continue using your phone and/or internet it’s imperative that you make the switch before your area faces copper disconnect.

Do I have to switch to the nbn?

With the rollout of the nbn network comes the decommissioning of the current copper technology that supports our phone and internet usage. Approximately 18 months after the nbn is switched on in your area, the old copper technology will be turned off. If you have not switched over to the nbn by this disconnection date your current phone and internet will stop working. If you wish to continue using your phone and/or internet it’s imperative that you make the switch before your area faces copper disconnect.

Do I need to pay line rental for my nbn service?

Unlike your ADSL service, a nbn service does not require you to pay line rental. With the nbn, you can use your internet connection to make calls so if you wish to continue using your home phone, simply select a phone plan to accompany your nbn plan upon sign up. If you do not wish to continue to use your home phone, you can sign up for the nbn without the add on of a home phone plan.

Do I need a specific router for my nbn connection?

Bendigo Telco take the stress out of connecting to the nbn. We’ll provide you with a pre-configured nbn-specific router upon sign up. We’ll even provide you with a step-by-step guide on connecting your new router to your newly installed nbn service.

Will I have to pay a setup fee for my nbn service?

Bendigo Telco nbn plans do not include a setup fee. Depending on your connection type, location, and premises, nbnCo may charge you a connection fee. There are a couple of different fees that get charged by nbnCo depending on your individual circumstances:

• If you place an order for a FTTN connection without an active telephone line you will incur a $330 nbnCo activation fee.
• If you are in a new development and your house hasn’t previously been connected to the nbn network, you may incur a $330 nbnCo New Development fee.
• An additional fee of $240 may apply if you require professional installation from a nbnCo technician.

Do I need to be there for the installation of my nbn service?

Depending on the appointment type, you may or may not need to be onsite during this time. Our Sales Operations team will keep in contact with you along the process of your order and will be sure to keep you informed of any appointments that you need to be present on site for.

How do I know when I can get nbn?

You can check your NBN availability using our website If your address is ready to be connected, simply browse our range of nbn plans and select the right plan for you.

Understanding your connection type

NBNCo use a variety of connection types to deliver the nbn across Australia.

• FTTN (Fibre to the Node):
  NBNCo will run fibre-optic cable to a node in or nearby your street. From this node, your existing copper phone line is used to run the nbn connection to your house. You can access your nbn connection via the telephone wall socket in your house (as you would have done with your existing ADSL connection).
• FTTP (Fibre to the Premises):
  NBNCo will run a fibre optic cable from the node in or nearby your street directly to your premises. This type of connection requires an nbn access network device to be installed inside your home. 
• FTTB (Fibre to the Building):
  NBNCo will run a fibre optic cable directly to the communication room of an apartment block (or similar type of building). From the common communication room, existing copper network technology is used to deliver the nbn connection to each individual apartment. You can access your nbn connection via the telephone wall socket in your apartment (as you would have done with your existing ADSL connection).
• FTTC (Fibre to the Curb):
  NBNCo will run a fibre optic cable from the node to a Distribution Point Unit (DPU) closer to your premises. The nbn connection is then taken from this DPU to your house via the existing telephone copper network.  
• HCF (Hybrid Fibre Coaxial):
  A HCF connection is used in circumstances where the existing “pay TV” or cable network can be used to make the final part of the nbn access network connection. In this type of connection, NBNCo will run a fibre optic cable to the nearest node, with an HCF cable running the nbn connection from the node to your house.
• Fixed Wireless:
  A Fixed Wireless nbn connection utilises data transmitted over radio signals to connect a premise to the nbn network. Data will travel from a transmission tower to an nbn outdoor antenna that has been install on your premises by an approved nbn installer.

I’m renting – can I connect to the nbn?

If there has been no previous nbn connection at that premises, it is likely that NBNCo will charge an activation fee. It is up to the property owner to decide if your residence will be installed with an nbn service. We recommend speaking to your property manager before proceeding with any nbn orders.

nbn™ Installation Appointments

We understand from time to time issues happen outside of our control. Every carrier providing NBN services are in the same boat.

Some of the things that may prevent the installation appointment:

• Weather conditions that prevent nbn™ technicians completing work
• Previous appointments that hold up your nbn™ technician
• Property Access not suitable for the nbn™ technician

Due to the nature of the way NBN manages the installations it is normal for you to know before us if your appointment goes wrong. We are notified by nbnCo, however, sometimes this can be up to 48 hours after the original appointment time.

If we have to reschedule your nbn™ appointment, we work hard to get the next available appointment in the nbn™ calendar, however, as it normally takes at least a week for the initial appointment it may take another week or two to reschedule a new appointment time depending on the availability of NBN technicians.

What you can do to assist:

1. Please wait until after your scheduled appointment time (eg after 12 pm or after 5 pm) to let us know that something’s gone wrong, as we need to await confirmation from the nbn™ – it may be that their technician is just running late or they may still be working in the field on your service. We do not have direct contact details for nbn™ technicians (although we’d love to).
2. Please wait until after your scheduled appointment time (eg after 12 pm or after 5 pm) to let us know that something’s gone wrong, as we need to await confirmation from the nbn™ – it may be that their technician is just running late or they may still be working in the field on your service. We do not have direct contact details for nbn™ technicians (although we’d love to).
3. Please be patient! It normally takes nbn™ 48 hours to reply. We will endeavour contact you through this process so you’re aware of the latest updates to your order.

What happens on installation day?

This depends on the type of nbn™ service being connected to your premise and whether there has been nbn™ equipment previously connected. Bendigo Telco will advise you in advance if the nbn™ technician requires access to your premises.

** Remember a 7am-2pm activation (not appointment) does not require a technician at your house, so you will not see the technician. (In the case of FttN over existing phone line and FttP existing NTD.)

How do I set up my nbn connection once a technician has completed the installation?

There will be documentation on setting up your connection in the box your router arrives in. For additional assitance, please contact our Customer Help team on 1300 228 123.

What can I do at home to improve my connection?

The way your home internet is set up, and the way you use it, can all have various effects on the connections speed and performance. Here are a few things you can do to improve your nbn performance:

Weak Wi-Fi Signal: The strength of your Wi-Fi signal can be influenced by the location of your router. For optimal Wi-Fi strength, try this:

• Place your router in a central location that avoids as many walls, ductwork, and large bodies of water (such as a pool) as possible.
• Consider purchasing a Wi-Fi extender to assist the distance in which you can connect wirelessly to your router.
• For optimal connection speed, connect your device directly to the router via an Ethernet cord. 

Too many devices?

Your nbn is shared between all devices in the household that are connected wirelessly, as well as directly via Ethernet cable. The more devices you have connected to the one service, the slower the speed is likely to be.

• You can try switching off one device at a time to see if a specific device is causing these slow speeds. This could suggest your device is infected with a virus, or it may just be too old to support higher speeds. 

Can’t connect to the internet? How to troubleshoot your nbn service

If you’re having trouble connecting to the internet, you should always attempt restarting your router before reporting the fault. Follow these simple steps:

1. Remove the power cable from your router for 10 seconds, then plug it back in.
2. Wait 2 minutes for the router to settle and go green – now check to see if your internet connection has restored.

If this reboot does not rectify the situation, please report your connection fault to our Customer Help Team for further troubleshooting:

• Chat with us online via our website.
• Call our friendly Customer Help team on 1300 228 123, 8.30am – 5.30pm Monday – Friday (AEDT).

What do the lights on my router mean?

Is there a way to speed up the activation process?

We are dependent on our wholesale provider to connect your service; therefore, we are subjected to their connection timeframes. We will do our best to process your application as quickly as possible.

How many devices can I connect to nbn™ broadband?

nbn™ equipment for Fibre to the Premises (FTTP) or Wireless broadband allows one device to be connected to the active data port via Ethernet cable. To connect multiple devices, all you need to do is connect an nbn™ ready WiFi modem.

For nbn™ Fibre to the Building/Node (FTTB/N) services, you'll need to connect the Bendigo Telco supplied WiFi modem to the wall socket used for your nbn™ broadband connection. The speed of your service may vary based on the number of devices connected and depending on if these devices are connected via a cable to the router or via wireless.

Bendigo Telco has no control over the wireless performance of the Bendigo Telco supplied router in your premises. There are many factors, such as the size and design of your premises, interference from nearby wireless networks and compatibility with your devices that could affect the speed and reliability of a wireless connection.

Will my current modem/router work with nbn™ broadband?

To use your new Bendigo Telco service, you should use the supplied nbn™ approved router. Our digital voice service relies on this router to work and commonly will not work on a 3rd party router.

Will my medical alarm, security alarm, EFTPOS machine or fax machine work on the nbn™ network?

Many types of devices that are normally connected to phone lines (such as medic alarms, back to base alarms, EFTPOS machines, fax machines and more) can work over the nbn™, however please contact the service provider to make sure - you may need to order a specific type of phone service on the nbn™ in order for these services to continue working.