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 rollout map tool below. 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 plans 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 after you... 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 independently to your ADSL service. If you have FTTN, FTTB or FTTC NBN th... Read More >
• Do I need to cancel my old NBN service when transferring to Tangerine?
  In some instances you will need to request cancellation of your original NBN service when transferring to Tangerine Telecom. This will vary based on the technology used to deliver NBN to your property. For FTTP and Fixed Wireless connections, we will activate the next available port on the NB... 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 & bundles can be provided with no need to pay for traditional telephone line rental. The NBN network is being rolled out across the country in a number of different methods. 1. FTTP -... 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 ste... Read More >
• How do I relocate my NBN service?
  Relocating an NBN service to a new address requires a disconnect and reconnect of your NBN service. We'll need to order a new service at your new address, and submit a cancellation request for the service at your old address. Please follow these steps: 1. Check that NBN is available... Read More >
• How long does it take to activate/get connected to the NBN?
  Depending on how NBN is delivered to your property and your property's 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 a... 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 - Basic speed (6 month promotional pricing) - NBN Unlimited - Speed Boost (6 month promotional pricing) - NBN Unlimited - XL Speed Boost (6 month promotional... 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 >
• Can I put my NBN service "on hold"?
  If you are going overseas or do not require your NBN service for a long period of time, it may be beneficial to put your NBN service on hold. We can assist with this. But, to prevent charges coming through from NBN we would need to cancel your service, and then re-activate it when you are ready ... Read More >
• Can I set up a reverse DNS record (PTR record) with my Tangerine NBN plan?
  Yes you can! Tangerine Telecom supports the ability to set up a reverse DNS (PTR record) record on your NBN service. There is no additional charge for this service. Please touch base with our technical team after your service is activated and we will arrange this for you. A reverse DNS recor... Read More >
• Do i get a static IP address with my NBN connection?
  Yes you do! All Tangerine NBN plans 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 after you... Read More >
• Do I need to cancel my old NBN service when transferring to Tangerine?
  In some instances you will need to request cancellation of your original NBN service when transferring to Tangerine Telecom. This will vary based on the technology used to deliver NBN to your property. For FTTP and Fixed Wireless connections, we will activate the next available port on the NB... 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 charge a speed change fee?
  No, Tangerine does not charge a fee to change speed. Feel free to change between plans as much as you need. Read More >
• Does Tangerine offer an nbn100 speed tier plan?
  Yes we do! Check out the: XXL Speed Boost plan that is configured on nbn100 speed tier. We offer a Tier 5 NBN plan with typical evening speeds of 76Mbps. We continually work with our network provider to ensure that our unlimited NBN plans perform well and maintain good speeds thro... Read More >
• How do I relocate my NBN service?
  Relocating an NBN service to a new address requires a disconnect and reconnect of your NBN service. We'll need to order a new service at your new address, and submit a cancellation request for the service at your old address. Please follow these steps: 1. Check that NBN is available... Read More >
• How long will the nbn50 promo run for?
  We are able to offer very competitive pricing on the nbn50 plan due to recent wholesale discounts offered by NBNTM to the telecommunications industry. NBNTM have assured the industry that these discounts will be applicable until at least the end of 2018. As such we do not envisage the p... 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 >
• Risk Free 14 Day Trial Terms and Conditions
  For any NBN service ordered on or after 1st July 2018 we offer a 14 day risk free trial. This means if you are not completed satisfied with your Tangerine NBN service during the first 14 days of connection we will provide a full refund of your plan fee and any applicable modem charge. To init... 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. To submit a cancellation request please complete our enquiry form and select Customer Service/Billing, include your account number and state that you wish to cancel your service. 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 currently offer two standalone NBN plans and two NBN bundle plans. All plans include unlimited data, no standard set up costs and no contracts! If you are after standalone NBN and are on a budget or not a high user of the internet you should consider our Basic Speed plan. This offers reliable ... 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 to upgrade the modem at the time of ordering. This is 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 Netcomm NF18ACV modem ... 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 ... 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 ste... Read More >
• How do I set up VLAN Tagging on my own BYO modem?
  UPDATE: JUNE 2017: For NBN services ordered with Tangerine Telecom on or after 1st June 2017, VLAN Tagging is not required to be enabled on your NBN modem or router. Please consult your modem user guide for information on this. VLAN Tagging is required by our network carrier to connect to t... Read More >
• List of BYO compatible NBN modem/routers
  Tangerine Telecom supports BYO (bring your own) NBN device for all Unlimited NBN Plans & Bundles. For FTTN and FTTB connections a VDSL compatible modem is required. For FTTP, FTTC, HFC and Fixed Wireless connections a WAN enabled router is required. Below is a list of known dev... Read More >
• Requirements to use your own BYO device for NBN
  Tangerine supports  a BYO NBN modem/router option when connecting for NBN. We do not require the VLAN tagging feature on your BYO device as do a lot of other NBN providers. It is important to check that your modem/router supports the relevant connection type detailed in the table below ... 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 AC1600 Wifi, which provides wireless broadcast at 2.6Ghz an... 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 >
• Do I need to supply my bank account details at sign up?
  Supplying your bank account details during sign up is not a requirement - it is optional. If you provide these they will be used for on-going payment to your account. Bank account automated payments do not attract any payment processing fees. If you do not provide these we will send you an em... 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 >
• How do I set up or change my direct debit details?
  You can set up or change your direct debit details via our Secure Direct Debit Payment Portal. To login you will require your customer account number, registered email address and account password. If you are unsure of your account password you can reset this using your registered mobile nu... 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 ADSL or NBN 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 start... Read More >

NBN / Troubleshooting

• Why is my NBN running slow?
  There are a number of reasons why an NBN service may be running slower than expected. It may be down to hardware and software configured on your home network or due to NBN infrastructure, the NBN technology or ongoing development work underway to complete construction in your area. There coul... Read More >

Mobile Plans

• How do I check my remaining data balance on my mobile?
  With Tangerine on the Telstra mobile network you can check your remaining data balance at any time on screen by dialing *159# on the mobile handset. Data resets on the 1st of the month, every month. Read More >
• Roaming Travel Packs
  Our global roaming travel packs can be added to any of our mobile plans and allow you to use your mobile service while overseas. To activate a travel pack please call our customer support team prior to going overseas. During your overseas trip you will be notified via SMS as you consume your ... Read More >
• What are the international rates from Tangerine 4G mobile (Telstra network)?
  Below are the charges that apply to call international numbers from within Australia using your Telstra mobile plan with Tangerine Telecom. If you have activated an international calling pack on your service, you will have 120 minutes of international calls to these international destinations... Read More >
• What destinations are included in the 64 international destinations?
  If you choose to add an international add-on to your mobile plan the following destinations are included: Argentina, Bangladesh, Bangladesh (mobile), Brazil, Canada, China, China (mobile), Czech Republic, Denmark, Denmark (mobile), France, Germany, Germany (mobile), Greece, Hong Kong... Read More >
• What happens when I sign up for a SIM only plan?
  After you sign up for one of our SIM only mobile plans using the Telstra 4G network we will despatch a SIM card within 24 hours. This SIM card is a triple punch SIM card that will fit any phone. When you receive the SIM card, simply give us a call between the hours of 8.30am and 8pm Monday to Fri... Read More >
• What mobile data speeds are possible with Tangerine?
  The network capability of Tangerine Telecom's mobile solution has access to download speeds of up to 100Mbps on 4G across 92% of the population. 4G devices will enjoy typical download speeds of 2-50Mbps and upload speeds of 1 to 10Mbps in 4G coverage areas. On 3G, typical download speeds... Read More >
• What mobile network does Tangerine use?
  Tangerine Telecom ABN 11 602 814 791 acts as a reseller and uses part of the 4G and 3G mobile network and capabilities of Telstra Corporation Limited (ABN 33 051 775 556) to provide our mobile services. The mobile product of Tangerine Telecom provides a combined 4G and 3... 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 >

My Account

• Spend management and security tools
  We provide a number of spend management tools to help you manage your services with us. You can check your spending via our Member Portal, available HERE. - Insert your account number - if you are unsure of your account number please call our member support team on 1800 211 112 and a member o... Read More >
• Welcome Information for Tangerine Telecom
  Below is some useful information you should read when joining Tangerine Telecom. Read More >