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Help & FAQs

NBN / Getting Connected

  • Can I get the nbn™?
    The nbnTM will be available to everyone in due course with the service being rolled out across Australia in stages. You can find out when the nbnTM is coming to your area by using the Check NBN availability button below. Check NBN availability For more information call us on 1800 211 112. Read More >
  • Can I keep my phone number when I switch to nbn™ Phone?
    Yes you can. We are able to port (transfer) your existing phone numbers onto an nbnTM Phone service. It's possible to utilise the phone port on the back of our Netcomm modem/router, or you can use an IP handset. Read More >
  • Do i get a static IP address with my NBN connection?
    Yes you do! All Tangerine NBN services include a static (fixed) IP address. This is useful if you wish to access computer or other connected equipment from outside your property. This may include CCTV cameras, or a home media centre or NAS drive. The static IP address is only available aft... Read More >
  • Do I need to cancel my ADSL after ordering NBN?
    Sometimes you will need to manually cancel your ADSL service after getting connected to NBN. This is required for FTTP, HFC and Fixed Wireless NBN services. This is because your new NBN service will run completely indepently to your ADSL service. If you have FTTN or FTTB NBN using t... Read More >
  • Do I need to keep a phone line to get NBN?
    With an NBN connection there is no need to keep an active telephone service. NBN broadband plans can be provided with no need to pay for line rental. The NBN network is being rolled out across the country in a number of different methods. 1. FTTP - Fibre to the Premises. This is wher... Read More >
  • How do I get connected to the nbn™?
    Firstly you need to be in an area that has had the nbn™ installed.  Currently nbn™is rolling out across the country area by area. Once nbn™is available in your area Tangerine Telecom can get you connected. The nbn™is being rolled out using a variety of a... Read More >
  • How do I plug in my NBN™router?
    As soon as your NBN service is activated billing does commence. We are keen for you to get online with your new NBN service as soon as possible so you can start enjoying the great benefits. If we have sent you a new NBN modem/router, please use the PDF user guide below for a step by... Read More >
  • How long does it take to get connected to the NBN?
    Depending on how NBN is delivered to your property and your properties NBN readiness this will vary from just 48 hours to around 3 weeks. If you have NBN equipment already installed in your property we should be able to activate this within 48-72 hours of your successful application. If you... Read More >
  • How long does it take to transfer a phone service to Tangerine NBN?
    It generally takes between 1 - 2 weeks to transfer an existing telephone number from another provider to Tangerine. This is dependent on the losing provider releasing the number in good time. This process is known as porting. We will require your telephone number, name of previous provider an... Read More >
  • How to prepare for your nbn™ installation.
    Below are some videos on what you should do in preparation for your nbn™ installation. Before the installation day:       What happens on installation day?       Your questions answered:       Read More >
  • How will I be updated about the progress of my order?
    We will keep you up to date regularly on the progress of your order via email. It is important that you look out for these as they will include important information on your activation appointment. This may or may not require you to be in attandance and missing an appointment will cause del... Read More >
  • What is the NBN New Development Charge?
    In April 2015 the government announced that they would introduce a New Development Charge that would be applicable to certain greenfield developments that need to be connected to the NBN network. Part of this charge is the End User Contribution Charge of $300 inc GST. ISP's (including Tanger... Read More >
  • When do charges start for my service?
    Monthly charges will start for your service when NBN is activated at your property. We will email you when this activation is complete and charges will begin from this date. Please note that this is not the same as the date that you plug in your NBN modem. As such we recommend plugg... Read More >

NBN / Plans

  • Where can I find the Critical Information Summary for my plan?
    Below you can find the Critical Information Summary for your Tangerine Telecom plan.  NBN Broadband Plans   - NBN Unlimited Plan - Up to 12/1Mbps speeds - NBN Unlimited Plan - Up to 25/5Mbps speeds - NBN Unlimited Plan - Up to 50/20Mbps speeds - NBN Up to 100/40M... Read More >
  • Can i change plan after I get connected?
    Yes you can. You can change NBN connection speed at any time, up or down. Read More >
  • Can I keep my phone number when I switch to nbn™ Phone?
    Yes you can. We are able to port (transfer) your existing phone numbers onto an nbnTM Phone service. It's possible to utilise the phone port on the back of our Netcomm modem/router, or you can use an IP handset. Read More >
  • Do i get a static IP address with my NBN connection?
    Yes you do! All Tangerine NBN services include a static (fixed) IP address. This is useful if you wish to access computer or other connected equipment from outside your property. This may include CCTV cameras, or a home media centre or NAS drive. The static IP address is only available aft... Read More >
  • Do you offer voice plans on NBN?
    Yes we do. Check out our NBN Bundles page to see plans that include line rental and calls. Choose to include just local and national calls or add on unlimited calls to mobile if you wish. Read More >
  • Does Tangerine offer a 100/40Mbps NBN plan?
    Yes we do! Check out the: Up to 100/40 1000GB NBN plan. We offer a Tier 5 NBN plan with speeds of up to 100/40Mbps. This top tier NBN plan includes 1000GB of monthly data allowance and is available to order online today. Why is it not unlimited? We continually work with our netwo... Read More >
  • Is there a cancellation fee?
    No. All our plans are on no contract and there is no cancellation fee. Read More >
  • Is there a catch?
    Absolutely not. All our NBN plans come with no contract and no setup fee. You are free to come and go as you please. If you have purchased a modem from us, this is yours to keep. It's unlocked so you are free to use it with another provider. Read More >
  • Is there a charge if I need a technician installation appointment?
    There is no charge for standard installation. This includes the visit from the technician. If NBN has deemed your property a new development, the NBN New Development Fee may apply. If you are moving in to a brand new property and connecting to the NBN for the first time this fee will likely a... Read More >
  • What are some of the benefits of switching to nbn™ Phone?
    Some of the key benefits of switching to a Tangerine Telecom nbn™ Phone service include: Free calls between sites using Tangerine Telecom nbn™ Phone. Cheaper line rental and call costs. Excellent service quality Easy to use. Selection of hardware options to suit all budgets ... Read More >
  • What are your international call rates?
    International calling rates for our landline plans can be found below: Country Charge (per minute) Afghanistan $1.09 Albania $0.75 ... Read More >
  • What happens if I want to cancel?
    All our plans are on no contract so you are free to cancel at any time. Read More >
  • What is the NBN New Development Charge?
    In April 2015 the government announced that they would introduce a New Development Charge that would be applicable to certain greenfield developments that need to be connected to the NBN network. Part of this charge is the End User Contribution Charge of $300 inc GST. ISP's (including Tanger... Read More >
  • What plan shall I choose?
    We generally recommend starting by considering our Up to 25/5Mbps Unlimited Pla n. This offers good speeds for the whole family. If you are on a budget or not a high user of the internet you could consider the Up to 12/1Mbps Unlimited Plan. This offers reliable internet which is often ... Read More >
  • When do charges start for my service?
    Monthly charges will start for your service when NBN is activated at your property. We will email you when this activation is complete and charges will begin from this date. Please note that this is not the same as the date that you plug in your NBN modem. As such we recommend plugg... Read More >

NBN / Modems

  • Are your modems locked?
    No we do not lock our modems. If you were ever to leave you could use these with most other providers. Read More >
  • Can I upgrade the included modem?
    We do offer the opportunity  a couple of different modem upgrade options. These are useful if you wish to run your home network as fast as possible and make use of the latest AC wifi technology. You may have a home media centre or make use of online gaming at home. The two modem upgra... Read More >
  • Can you send my modem to a PO Box address?
    Unfortunately we can't. Our modems are delivered using Startrack Couriers and they are unable to deliver to a PO Box address. A signature is required on delivery. If delivery was not possible the courier will usually take your modem to the nearest post office. Please consider this when plac... Read More >
  • How do I know if my BYO modem is compatible?
    It's important that you have read the BYO requirements before selecting this option with us. It is your responsibility to ensure your device is compatible and you are able to configure the device yourself. If you're in any doubt we recommend you purchasing a pre-configured NBN ready modem ... Read More >
  • How do I plug in my NBN™router?
    As soon as your NBN service is activated billing does commence. We are keen for you to get online with your new NBN service as soon as possible so you can start enjoying the great benefits. If we have sent you a new NBN modem/router, please use the PDF user guide below for a step by... Read More >
  • How do I set up VLAN Tagging on my own BYO modem?
    Please consult your modem user guide for information on this. VLAN Tagging is required by our network carrier to connect to the network. You will require a p0/q100 VLAN Tagging rule configured in your modem. You'll also need to select PPPoE for authentication and use the username and password ... Read More >
  • List of BYO compatible NBN modem/routers
    It is important to understand the BYO requirements of using your own modem/router before connecting to our carriers network. To assist in your research our team have a list* of NBN compatible modem/routers that are successfully being used on our carriers network. We will continue to add to... Read More >
  • Requirements to use your own BYO device for NBN
    If you choose to use your own NBN modem or router on our network it is important that it is NBN compatible, supports PPPoE authentication and VLAN tagging. The compatibility will vary depending on how your property is connected to the NBN. Please read through the below requirements and be ... Read More >
  • What's the difference between the standard NBN modem and the upgraded modem?
    The standard modem is the Netcomm NF10WV. It includes Wifi and is perfectly suitable for most homes. You can connect up to 4 devices to it using an ethernet cable plus as many wireless devices as you need.   The upgraded modem offers AC Wifi, which provides wireless broadcast at 5Ghz.... Read More >

NBN / Payments

  • Can I use my bank account for upfront or on-going payments?
    You can use your bank account for on-going payment. These can be entered during the sign up process and they will be used for ongoing payments. A credit or debit card is required for any upfront payment. Upfront payments would include your first month of plan fee and any modem charges. ... Read More >
  • How can I pay my account?
    We require your account is settled monthly using a credit card or bank account direct debit. Direct debits are processed on the 15th of the month and it is possible to settle your account prior to this date using a number of other methods. These include: B Pay, Australia Post, EFT, Cheque a... Read More >
  • Is there a charge if I need a technician installation appointment?
    There is no charge for standard installation. This includes the visit from the technician. If NBN has deemed your property a new development, the NBN New Development Fee may apply. If you are moving in to a brand new property and connecting to the NBN for the first time this fee will likely a... Read More >
  • What happens to my pre-payment?
    Pre-payment of your first month NBN access is taken at the time of sign up. This pre-payment then sits on your account until your NBN service is activated. So if you order NBN on the 10th of the month, and the service is activated on 20th of the month, your pre-payment would cover from 20t... Read More >
  • When do charges start for my service?
    Monthly charges will start for your service when NBN is activated at your property. We will email you when this activation is complete and charges will begin from this date. Please note that this is not the same as the date that you plug in your NBN modem. As such we recommend plugg... Read More >
  • When does the pre-payment for my first month start?
    When signing up for a service with us online a pre-payment is taken for your first month of NBN or ADSL bundle access fee. Charges for the service only commence when your service becomes active. For example, your NBN may take 10 days to active with NBN Co, so the pre-payment you make would ... Read More >

ADSL

  • How can I check my ADSL usage?
    To keep an eye on your monthly ADSL usage you can log in to the billing portal through the Tangerine Telecom website using your account number and password. If a password has not been set up for your account then this can be done by calling a member of our team on 1800 211 112. Read More >
  • How can I keep my ADSL connection secure?
    Modem security: all the Netcomm modems that Tangerine Telecom provides come with a preset wireless key/password that protects the user from outside users logging onto their network. Service barring: all Tangerine Telecom internet services can be barred. Please contact us on 1800 211 1... Read More >
  • How do I find out what ADSL zone I'm in?
    You may have noticed that the pricing on our ADSL/phone bundle deals is subject to which zone your address falls into. To find out please give our support centre a call on 1800 211 112. One of our friendly team will be able to use your phone number or street address to check your zone&n... Read More >
  • What are your international call rates?
    International calling rates for our landline plans can be found below: Country Charge (per minute) Afghanistan $1.09 Albania $0.75 ... Read More >
  • What's my ADSL username and password?
    In order to connect to Tangerine Telecom ADSL you must have a modem configured with the correct username and password. These will usually follow the below format:  Username: (phone number that your service is connected to)@telcodsl1.com.au e.g 0345879652@telcodsl1.com.au Pas... Read More >

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