Help & FAQs

Australia’s juiciest provider of nbnTM

NBN / Getting Connected

Yes you can. This applies when you are just about to move and would like to receive your modem to your current address still or you just couldn't rece... Read More
NBN provide a Missed Appointment Rebate to us when the NBN technician does not attend the confirmed appointment for both connections and faults. We p... Read More
We offer sticky IP addresses. All Tangerine NBN plans include a sticky IP address. This means that the public IP address of your connection does... Read More
Sometimes you will need to manually cancel your ADSL service after getting connected to NBN as it doesn't happen automatically. This is required for F... Read More
For some NBN connection there is no need to keep an active telephone service. NBN plans and bundles can be provided with no need to pay for traditiona... Read More
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 ... Read More
As soon as your NBN service is activated billing does commence. We are keen for you to get online with your new NBN plan as soon as possible so you ca... Read More
The NBN will be available to everyone in due course with the service being rolled out across Australia in stages.   You can find out when the N... Read More
Moving home?Relocating an NBN service to a new address can now be processed from our Self Care Portal. TIP: Before you request to move your service, ... Read More
Depending on how NBN is delivered to your property and your property's NBN readiness this will vary from just 1 day to around 3 weeks. You can check y... Read More
A fixed wireless provider reaches the customer through a wireless signal sent from a transmission tower into the customers’ area. This connects ... Read More
It generally takes between 2-3 weeks to transfer an existing telephone number from another provider to Tangerine. This is dependent on the losing prov... Read More
Is your Installation date coming up and you are still not sure what to do? Below are some helpful guides that you can read on to know more on what you... Read More
We will keep you up to date regularly on the progress of your order via email or sms. It is important that you look out for these as they will includ... Read More
In April 2015 the government announced that they would introduce a New Development Charge that would be applicable to certain greenfield developments ... Read More
You will need to request cancellation of your original NBN service when transferring to Tangerine, after we have activated your service.  For FT... Read More
The following settings can be used to configure your device for use on the NBN network with Tangerine:   Authentication:   ISP... Read More
Tangerine currently offers a special price on the NBN New Development Fee. Instead of the usual $300 inc GST charge that NBN Co charge to Retail Servi... Read More
In some situations, you might need to check if there is an active phone line at the property especially when you just moved in. An easy way to check i... Read More
The National Broadband Network is made up of a series of fibre optic cables. The cables run out from a Point of Exchange (or POI) in your local area.&... Read More
There are several ways for nbn™ to be connected to your premises. Check out our how does nbn™work? FAQ for more information. 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 a... Read More
There are various reasons why is your order On hold, we have created a guide which helps you understand why is the order on hold and what needs to be ... Read More
When your nbn™ approved technician arrives, you can ask to see their ID before giving them access to your premises. They’ll then discuss ... Read More
When connecting to an NBN Fiber to the premise connection, you have an option to install a Power supply unit with a battery back up. Tangerine Telecom... Read More

NBN Plans

  Each residential NBN plan sits on one of the seven main NBN speed tiers, which have different maximum download and upload speeds measured in M... Read More
What is Fixed Wireless Plus 75/10 plan? Fixed wireless plus 75/10 is a new nbn™ speed tier designed exclusively to provide best-effort internet... Read More
You can find the Critical Information Summary for your Tangerine plan here.   Read More
Yes you can. You can change your NBN plan connection speed at any time, up or down.  Read More
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 Plan on hold. We can ass... Read More
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 fo... Read More
We offer sticky IPs! All Tangerine NBN plans include a sticky IP address. This means that the public IP address of your connection does not... Read More
Yes we do. Bring your existing home phone number with you or get a new one. Local, National and Calls to Mobile are included while Calls to 13/1300 nu... Read More
No, Tangerine does not charge a fee to change speed on our NBN Plans. Feel free to change between plans as much as you need.  Read More
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 eveni... Read More
We are able to offer very competitive pricing on the nbn50 plan due to recent wholesale discounts offered by NBNTM to the telecommunications indu... Read More
No. All our NBN plans are on no contract and there is no cancellation fee.  Read More
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 fr... Read More
There is no charge for standard installation. This includes the visit from the technician. If NBN has deemed your property a new development, the&nbs... Read More
Some of the key benefits of switching to a Tangerine Telecom nbn™ Phone service include: Free calls between sites using Tangerine T... Read More
All our NBN Plans are on no contract so you are free to cancel at any time*.  Aside from calling us, you can now log in to our Self Care Portal ... Read More
We currently offer three standalone NBN plans and three NBN bundle plans. All plans include unlimited data, no standard set up costs and no contr... Read More

Modems & hardware

The timing of when the modem is being ordered depends on your NBN Service Class and Preferred start date. You may refer to the below table for your g... Read More
One or several notebooks, smartphones, or other wireless device cannot find the FRITZ!Box's Wi-Fi network. When it searches for Wi-Fi networks, it doe... Read More
You can easily open the user interface on all computers, smartphones, or tablets connected to the FRITZ!Box (for example over Wi-Fi) by entering the a... Read More
New and existing customers may purchase modems from Tangerine. All modems are purchased and paid upfront and are not under contract. This means that u... Read More
You can protect the user interface of your FRITZ!Box against unauthorized access with a password of your choice. If you changed the default password o... Read More
What should you do if the FRITZ!Box user interface does not open when you enter fritz.box? If you cannot open the user interface on your computer, ta... Read More
The recovery tool can be used to restore your FRITZ!Box to working order. The recovery tool resets the FRITZ!Box to its factory settings and deletes a... Read More
To learn more about how the Netcomm MESH whole home Wifi network works, take a look at Netcomm's whitepaper here. Read More
Get ready to welcome to Google Nest Wifi to your home. You have made a great choice! Google Nest Wifi will: o  blanket your home with s... Read More
When you purchase a modem from us we will ship it out to your residential address free of charge. It's just another sweet reason to choose Tangerine.&... Read More
Google Nest Wifi, a mesh Wifi system, provides Wifi to your whole house. In terms of functionality, once the Google Nest Wifi system is set up it will... Read More
If you have just received your NetComm MESH modem hardware, you are no doubt are keen to get it powered up! You can view our guides on setting up yo... Read More
A Google Nest Wifi router has 2 Ethernet ports. One of the ports connects to the modem's WAN port to receive the internet connection, and the other po... Read More
No we do not lock our modems. If you were ever to leave you could use these with most other providers.  Read More
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 ... Read More
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... Read More
It's important that you have read the BYO requirements before selecting this option with us. It is your responsibility to ensure your device... Read More
As soon as your NBN service is activated billing does commence. We are keen for you to get online with your new NBN plan as soon as possible so you ca... Read More
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 m... Read More
Tangerine allows customers the choice to BYO (bring your own) nbn™ modem device for all unlimited nbn™ plans. It’s important to not... Read More
Tangerine supports a BYO modem/router option when connecting for NBN or Home Wireless Broadband. It is important that you are aware of your connection... Read More
To find out if your modem is NBN™ ready, check out the list of BYO compatible NBN™ modem routers here. Read More

Billing & Payments

There are a number of things that could cause your bill to look higher than usual or higher than you expect. We’ve written a description of the ... Read More
You can check your Wireless Broadband usage throughout the month using our Self Care Portal.   Use your account number, email and account passw... Read More
We have recently changed the format of our invoice. Follow through the guide below to understand your bill and know how much you are billed for and kn... Read More
Got a charge on your invoice that you are not sure of? Aside from calling us, you can now submit a Billing Enquiry from our Self Care Portal.   ... Read More
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 wi... Read More
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.  ... Read More
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... Read More
We require your account is settled monthly using a credit card or bank account direct debit. Direct debits are processed on the due date specified on... Read More
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 activ... Read More
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 s... Read More
If the balance shows a negative amount, you do not need to make another payment. Here are a some of the reasons why:     NEW C... Read More
  Online reviews   We value online reviews from our customers whether they are positive or critical of our service. This allows others re... Read More
Managing your bank details is available on our Self Help Portal. You may use your credit card or bank account for direct debit. (Bank Accounts do not... Read More
Got your bill and not sure about the charges? Let us try to answer the Most Common Billing Queries, fees and charges.   Common Billing... Read More
Late payment fees are standard practice amongst Service Providers to cover costs relating to processing late payments. To avoid incurring this fee, w... Read More

NBN / Troubleshooting

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 ... Read More
In 2014 the Australian Government made the decision to use a mixed technology approach to the NBN rollout. This means that certain properties will use... Read More
We support the use of a BYO modem or router for use with your NBN Plans with Tangerine.   We recommend ensuring that you are familiar with your... Read More
There are a number of things that you can try to help improve your Wifi coverage in your property. Wifi is now critical in a household where numerous... Read More
To guard your home network against attack and prevent unauthorised access, it is very important that you follow this guide to secure your network &nb... Read More
Unfortunately, we do not support IPv6 at the moment. Our network carrier only support IPv4 at this time. However, this may change in the future so sta... Read More
Are you getting an error while accessing 192.168.1.1 or 192.168.20.1?   We have created an online guide to help you gain access to your modem a... Read More

Mobile Plans

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. ... Read More
Our global roaming travel packs can be added to any of our mobile plans and allow you to use your mobile service while overseas. Before going overseas... Read More
A full list of SIM only international call rates can be downloaded here. This PDF details the charges that apply to call international numbers from wi... Read More
If you choose to add an international add-on to your mobile plan the following destinations are included:   Argentina, Bangladesh, Bangladesh (... Read More
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 t... Read More
The network capability of Tangerine Telecom’s mobile solution has access to download speeds of up to 100Mbps on 4G across 97.9% of the popu... Read More
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 ... Read More

My Account

Got questions on your order or bills? Our Customer Service team is happy to help. You may contact them during these hours: Monday - Friday  8.... Read More
You can find the terms & conditions for Tangerine's 14 Day NBN Trial on our policies page.  Read More
When is multi-factor authentication coming?From the 30th of June 2022, you will need to complete multi-factor authentication (MFA) when you access or ... Read More
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 ... Read More
Below is some useful information you should read when joining Tangerine Telecom. Read More
Here at Tangerine we value referrals from existing Tangerine users.   What better way to say you love us than to refer us to a friend or family... Read More

Home Phone Plan

Yes you can. We are able to port (transfer) your existing phone numbers onto an NBN phone service. It's possible to utilise the phone port on the back... Read More
Tangerine only supports international calling to the follow top 20 international destinations. International calling rates can be found below.Note: Th... Read More
If you have a home phone service with us, you can use the following star codes to activate and deactive the service. Simply dial these from your telep... Read More

Fibre Connect

Fresh Fibre will provide customers with faster internet to help support the growth in connected devices and more Australians working from home. Selec... Read More
Approximately 2 million addresses will be eligible to be upgraded from fibre to the node (FTTN) or fibre to the curb (FTTC) to fibre to the premise (F... Read More
FTTP: Fibre to the premises means fibre is connected all the way to your premises. FTTN: Fibre to the node has a fibre connection running to a mini-e... 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 im... Read More
Great to hear! Slow internet is so yesterday! A Fresh Fibre connection requires an nbn™ technician to connect a PCD (premises connection device... Read More
The majority of nbn™ compatible routers will work on an Fibre-to-the-Premise service, you may just need to update your equipment settings before... Read More
As you have an active FTTN or FTTC service with another provider you will first need to transfer your FTTN or FTTC service to Tangerine and once you a... Read More

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