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Everything you need to know about nbn® plans, technology types and speeds, technical appointments & more!

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We are launching the new high-speed tiers from 19 August 2024. If your address is not currently eligible for high-speed Fixed Wireless nbn®, more ... Read More
A Fixed Wireless connection delivers nbn® through a wireless signal sent from a transmission tower located in a customer’s area. This connec... Read More
We'd like to get you back up and running as soon as possible. Please contact Customer Support or log in to your Customer Portal. Read More
Our Fixed Wireless Home Fast plan has a theoretical maximum attainable speed of 200-250/8-20 mbps, while our Fixed Wireless Superfast plan has a theor... Read More
You can perform a service qualification (SQ) check to determine whether the nbn® equipment installed at your address is suitable for high speed Fi... Read More
If you are accessing the nbn® network for the first time, nbn® will provide you with an outdoor unit (antenna) and an indoor nbn® connecti... Read More
Please contact our super-friendly Customer Service team to organise another appointment time. Read More
If you have the most up-to-date technology, you should be up and running as soon as we confirm your order. If you require a new NTD, it may take 1-3 w... Read More
New customers can access a high-speed fixed wireless nbn® plans by checking their address to confirm eligibility and completing the sign-up proces... Read More
Most Fixed Wireless customers will be able to access faster nbn® if they sign up or upgrade to a highspeed Fixed Wireless plan and have any necess... Read More
If you find that after 24 hours, your service speed has not changed, you can power cycle your modem to initiate the new speed. To power cycle your mo... Read More
Our “Bundle and Save” offer is super exciting. Get 10% off the plan fees for each mobile SIM-only plan and mobile broadband plan you add t... Read More
You may be eligible for our “Bundle & Save” offer if you have a Tangerine mobile and/or mobile broadband service(s) as well as an acti... Read More
Yes! Your intro offer will still be applied to your new nbn® service, and the bundling discount will be applied to each mobile or mobile broadband... Read More
It's ongoing! We’ll apply the discount to your account on an ongoing basis* - a little token of our appreciation for sticking with us here at Ta... Read More
nbn® stands for National Broadband Network. It is the service in which the majority of Australians use to access the internet from their homes and... Read More
To find out if you can connect to nbn®, visit our nbn® page and enter your address in the search bar. If your address can get connected to nbn... Read More
Fibre to the Premises (FTTP) - Fibre optics cabling is installed directly inside your property; this can deliver fast internet services with up to 1... Read More
nbn® offer a range of speed tiers for customers on the nbn® network. The speeds refer to the maximum download and upload speeds available on t... Read More
In Australia, properties are connected to the nbn® network using different types of technologies based on the infrastructure and equipment that nb... Read More
If your property has been connected to nbn® before, it typically takes 1-3 days to get connected to nbn® with Tangerine. During checkout you c... Read More
There are no standard setup fees with Tangerine, however, you should make sure you’re not in contract with your current provider to avoid any po... Read More
We recommended that you wait until your nbn® service has been activated with Tangerine before requesting to cancel with your old provider so you a... Read More
You don’t need an active telephone service to connect to the nbn®. However, there are some nbn® technology types which use the copper te... Read More
Your nbn® connection box will look different depending on what nbn® technology type you have at your property.If you have a Fibre to the Premi... Read More
We will keep you up to date on the progress of your order via email and SMS. It is important that you look out for these email and SMS updates as they... Read More
You can find the Critical Information Summary for your Tangerine nbn® plan on our Policies page. Read More
Currently Tangerine do not support IPv6 due to our network carrier only supporting IPv4. However, this may change in the future, so look out for updat... Read More
We understand that great value is a key factor in choosing an nbn® provider, and we want to remind you of the advantages of remaining with Tangeri... Read More
At Tangerine we are committed to helping customers facing financial hardship maintain telecommunications access and working with you to find a sustain... Read More
If, for any reason, your current plan no longer suits your needs, we've got you covered. You can explore our range of nbn® plans aimed to suit eve... Read More
If you're currently benefiting from a discount on your nbn® service under an advertised promotion or offer, no need to worry – your existing... Read More
All price adjustments for new and existing Personal nbn® customers will take effect from 1 August 2024, and you’ll notice the adjustment in ... Read More
On 17 October 2023, the Australian Competition and Consumer Commission (ACCC) accepted nbn® Co’s proposed variation to its Special Access Un... Read More
The changes to NBN CO’s wholesale pricing will impact all Internet Service Providers (ISPs).  We’ve already seen some providers in... Read More
At the end of 2023, the Australian Competition and Consumer Commission (ACCC) approved NBN Co’s proposal to vary the Special Access Undertaking ... Read More
We are not passing on the full amount of these increases for all our plans. The following table shows how the price of each of our plans is changing: ... Read More
At the end of 2023, the Australian Competition and Consumer Commission (ACCC) approved NBN Co’s proposal to vary the Special Access Undertaking ... Read More
When you signed up for your new Tangerine nbn® service, you would have paid your first months’ plan fee upfront and this sits on your accoun... Read More
We currently offer five standalone nbn® plans all with unlimited data, no lock-in contracts, free standard connection and a new customer discount ... Read More
Yes! We offer a Home Voice plan for only $10.00/mth with an active Tangerine internet service. Our home voice plan includes: - Unlimited standard cal... Read More
The nbn® new development charge was introduced by the Australia Government in 2016 and may apply when nbn® equipment needs to be installe... Read More
All our nbn®, mobile and voice plans come with a no lock-in contract, so you are free to cancel at any time and are subject to no cancellation fee... Read More
No, Tangerine does not charge a fee for upgrading or downgrading to another nbn® speed tier plan. Read More
There are a number of reasons as to why your nbn® order has been put on hold. If your nbn® order has been put on hold, we will send you an ema... Read More
You will receive an email from us detailing what will happen on the day of your nbn® installation. If an nbn® technician appointment is requir... Read More
There is no standard installation charge which includes a visit from an nbn® technician.If you are in a new development and your property hasn&rsq... Read More
NBN Co provide a Missed Appointment Rebate to us when the nbn® technician does not attend the confirmed appointment for both connections and fault... Read More
Fresh Fibre is a campaign facilitated through NBN Co to provide customers with faster internet to help support the growth in connected devices and mor... Read More
The benefits of upgrading to Fresh Fibre (Fibre-to-the-Premise) are as follows:- Speed and Reliability*. An FTTP connection will lead to an improvemen... Read More
- Fibre to the Premises (FTTP) means fibre is connected all the way to your premises.- Fibre to the Node (FTTN) has a fibre connection running to a mi... Read More
A Fresh Fibre upgrade requires an nbn® technician to connect a Premises Connection Device (PCD) on the outside of the premises and then install a ... Read More
If you have an active FTTN or FTTC service with a different provider, you can still order a fibre upgrade with Tangerine. We recommend that you don&rs... Read More
The majority of nbn® compatible modems/routers will work on for a Fibre to the Premises (FTTP) service, you may just need to update your equipment... Read More
Moving house? You can easily submit a request to relocate your existing Tangerine nbn® service to your new address in our Self Care Portal. T... Read More
Service relocation timeframes can vary depending on your new property’s nbn® readiness and the type of nbn® connection. If your new... Read More
Tangerine does not charge a relocation fee. However, if your new address is not nbn® ready then a New Development Fee of $275 may apply. If this f... Read More
For step-by-step instructions on how to set up your Tangerine supplied modem or BYO modem check out on setup guides on our modem set up page. Not... Read More
If your new address hasn’t been connected to nbn® before then an nbn® technician may need to visit your home to get you connected to the... Read More
Once your new address is nbn® ready and active, you can plug in your modem to enjoy fast, reliable internet with Tangerine. If you have a BYO... Read More
If you have a valid reason and need to opt-out of CGNAT you can call our technical support team on 1800 211 112 who can opt-out your service. Read More
CGNAT is short for Carrier-grade NAT, It’s a clever method used by service providers (like us) to share a single unique public IP address among ... Read More
As IPv4 addresses become increasingly scarce and expensive, we’ve adopted Carrier-grade NAT (CGNAT). This innovative solution allows us to conti... Read More
Yes, CGNAT enhances security by adding an extra layer of firewall protection. Since your router is no longer directly exposed to the public internet, ... Read More
While CGNAT is highly effective, there are a few scenarios where it might not be suitable. Fortunately, CGNAT has been in use for several years, and m... Read More
Yes, you can! You can change your nbn® plan at any time, free of charge, whether you’re upgrading or downgrading, via our Self Care Portal. ... Read More
If you do not require your nbn® service for a long period of time and would like to avoid charges, this can only be done by cancelling and then re... Read More
All our nbn® plans include a no lock-in contract so you’re free to cancel your nbn® service at any time. We recommend that if cance... Read More
First off – we’re sorry to hear that your nbn® is running slower than expected, but there are several reasons why this could be happen... Read More
It is important to troubleshoot your nbn® connection prior to us logging a fault to NBN Co as in certain cases it is local internal copper wiring ... Read More
Wi-Fi coverage is critical in a household where numerous devices are relying on good quality connection to operate. Here are some things you can do to... Read More
During an unplanned internet outage there are 3 things you can do to stay connected to the internet.  Hotspotting from your mobile device &nda... Read More
We will send you an email in advance notifying you that planned maintenance is taking place and may affect your internet service. Maintenance is typic... Read More
To check if there is a planned or unplanned outage affecting your internet service, head to our Network Status page.  Read More
It’s important to keep in mind that any equipment connected via the internet network will not work during a power outage. To ensure you’re... Read More
Apple mobile devices:- Go to the ‘Settings’ app > Select or search ‘Personal Hotspot’ > Toggle on ‘Allow Others to... Read More
If your internet service is still not working after you have been notified that the outage has been resolved, we ask that you first power cycle. ... Read More
Power cycle your modem  - Unplug the power cord from the back of the modem. All the lights on the modem should be OFF.- Wait 1 full minute bef... Read More
Unplanned outages can be caused by – Weather: Extreme weather-related events such as fires, storms or cyclones can cause physical damage to i... Read More
Planned internet outages occur due to NBN Co or our wholesale network provider conducting maintenance or making upgrades to improve the internet netwo... Read More

Other Frequently asked questions