Business FAQs

Find answers to commonly asked questions

Getting connected - a guide for business

Check your business address to find out when the nbn™ broadband access network will be available in your area.

If it isn’t currently available at your address, you can register for updates.

If the nbn™ broadband access network is being rolled out in your area we will be in touch directly to let you know when your business is ready to connect.

No. nbn is a wholesaler. This means that we do not sell directly to the public. To connect to a plan you need to speak to your phone and internet provider.

Once you have confirmed your business is ready to switch, the next step is to contact your preferred phone or internet provider to order a service. Your preferred provider will arrange everything you need to get connected.

There are a range of different plans available from a number of different providers. Your preferred phone or internet provider should also be able to give you any advice you may need on connecting other important business services like EFTPOS, fax machines, or security alarm systems. See also ‘What business services are affected?

To avoid disruption to your business, it's important you switch your affected landline phone and internet services before they are disconnected.# Once you have confirmation that you can switch, you will have 18 months to move your services before the existing network is switched off.

As affected landline phone and internet services will be disconnected, you should switch as soon as you can.# (Services provided over existing fibre networks (including in-building, health and education networks) and some special and business services may not be affected.) This will help you avoid any last-minute rush to connect. It will also help to lower the risk of a break in services.

If your current service is delivered via an ADSL service, installation of nbn™ supplied equipment on the exterior of your premises should not interrupt your existing landline phone and internet services.

If you have existing pay TV or cable internet services, there may be a slight interruption to your service during the installation of your nbn™ supplied equipment.

Yes. "Number porting" rules will not change with the introduction of the nbn™ broadband access network.

To be sure you keep your phone number, ask your phone and internet provider to confirm that they will keep your phone number when you transfer your service over to the nbn™ broadband access network.

Keep in mind that if you have special business number/s, you may have to pay your provider to keep it.

For more information, visit ACMA's website for full details of number portability rules.

Beyond your nbn™ connection box, your nbn™ approved installer won’t carry out internal wiring or permanent cabling through wall, floor or ceiling cavities. This must be done by a registered cabler.

Choosing the right solution for your business

You’ll need to speak to your preferred phone or internet provider about the choice of plans, that best suit your business' needs, based on nbn’s superfast wholesale speed tiers (such as nbn™ 25*, nbn™ 50* and nbn™ 100*), all the way through to business grade speeds. For medium size businesses, you may want to talk to your provider about a plan based on nbn’s wholesale business grade symmetrical upload and download speeds, particularly if your organisation deals with large files and high bandwidth applications on a regular basis, e.g. 100Mbps download and 100Mbps upload.*

nbn offers retail service providers a wholesale business grade product for businesses that have a need for multiple phone lines. This applies to any business with more than one phone line. It doesn’t matter whether you’re a call centre, or a medium-sized organisation with a couple of phone lines – when you’re looking for a bundle with multiple phone lines, ensure your phone and internet provider has this as an option.

It’s important you look at your specific situation before you speak to your phone and internet provider about the data and bandwidth packages they offer. Ideally, you should look for a bundle that is based on wholesale business grade products with dedicated data services designed to keep your mission critical applications up and running.

If you have business critical data needs, check if your phone and internet provider has an enhanced Service Level Agreement (eSLA) in place with nbn for your bundle or package. This means nbn will provide a higher level of support to your provider, who in turn should be able to provide a better level of support to you.

Business services that may be impacted by the switch

It should be possible to retain your enhanced call handling features (e.g. call waiting, call forwarding, call barring, calling number display and/or calling number display blocking). Speak to your phone and internet provider about the features that you would like to keep when you switch.

Equipment connected to services over the nbn™ broadband access network will not work during a power blackout.

Visit nbn.com.au/power for more information on specific technology types and how they will be affected during a power blackout.

The nbn™ broadband access network is an upgrade to Australia’s existing telecommunications network through a range of new technologies, including fixed line, Fixed Wireless and SkyMuster™ satellite.

If and when the nbn™ broadband access network reaches your business, your landline phone or internet services will need to be switched over.# Other services that may also need to be moved across include:

Affected services will be permanently switched off around 18 months after an area is announced as nbn™ ready.#

It's essential that you register your professionally monitored medical alarm/autodialler or emergency call button with us. You will also need to call your medical alarm provider to find out if your device is compatible before moving to services over the nbn™ broadband access network. If your services are affected, make sure you do this well before your existing landline phone network is disconnected. Registering your medical alarm with nbn will help to minimise a break in service when the existing network is switched off. To register, visit: nbn.com.au/medicalregister or call nbn on 1800 227 300, 9am to 5pm, AEST Monday to Friday.

If you have a monitored fire alarm in your building, please register it with nbn and call your monitored fire alarm provider to find out if your device is compatible with services provided over the nbn™ broadband access network.

If you have a lift emergency phone, please register it with nbn and contact your lift maintenance provider to find out if your device is compatible with services provided over the nbn™ broadband access network.

Contact the provider of your security equipment to check whether your alarms/cameras will work when connected to services over the nbn™ broadband access network. If necessary, it may be worth checking what alternative solutions are available.

The nbn™ broadband access network is capable of supporting fax usage on some phone services. You need to speak to your preferred phone and internet service provider to ensure they are offering the necessary services over the nbn™ broadband access network. 

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# Services provided over the nbn™ network will be replacing phone and internet services provided over most of the existing landline networks, including copper and the majority of HFC networks within the fixed line footprint. Services provided over existing fibre networks (including in-building, health and education networks) and some special and business services may not be affected. To find out if your services will be affected, please contact your current phone or internet provider. For more information, visit nbn.com.au/switchoff or call 1800 687 626.

* We’re designing the nbn™ network to provide these speeds to our wholesale customers, telephone and internet service providers. Your experience including the speeds actually achieved over the nbn™ network depends on technology over which services are delivered to your premises and some factors outside our control like your equipment quality, software, broadband plans, signal reception and how your service provider designs its network.

^ The nbn™ network will replace most of the existing landline phone and internet networks. It also involves new technologies, which some existing devices may not be compatible with. That means, if you have a medical alarm it's important that you register it with nbn and call your medical alarm provider for advice and to find out if your service will work on the nbn™ network. Make sure you do this well before your existing landline phone network is disconnected. Registering your alarm with nbn is free and helps us identify homes where support may be needed to help minimise a break in services. To register, visit: nbn.com.au/medicalregister or call 1800 227 300, 9am to 5pm, AEST Monday to Friday.

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