Help & FAQs

Australia’s juiciest provider of nbnTM

NBN / Getting Connected

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
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
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 e... Read More
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 ser... Read More
With an 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 traditional... 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
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 addr... 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
It generally takes between 1 - 2 weeks to transfer an existing telephone number from another provider to Tangerine. This is dependent on the losing pr... Read More
Below are some videos on what you should do in preparation for your nbn™ installation. Before the installation day: What happens on installatio... Read More
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 impor... 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
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 wil... Read More
In some instances you will need to request cancellation of your original NBN service when transferring to Tangerine Telecom. This will vary based on t... 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
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

NBN / Plans

Below you can find the Critical Information Summary for your Tangerine Telecom plan. NBN Broadband Plans - NBN Unlimited - Standard Speed (6 month p... Read More
Yes you can. You can change your NBN plan connection speed at any time, up or down.  Read More
Yes you can. We are able to port (transfer) your existing phone numbers onto an nbnTMPhone service. It's possible to utilise the phone port on the ba... 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 service on hold. We can ... 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
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 e... Read More
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 ... 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
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 addr... 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
Our 14 day risk free trial means if you are not completed satisfied with your Tangerine NBN service during the first 14 days of connection we will pro... 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
Tangerine only supports international calling to the follow top 20 international destinations. International calling rates cen be found below. ... Read More
All our nbn plans are on no contract so you are free to cancel at any time. To submit a cancellation request please complete our enquiry form&nb... 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
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

NBN / Modems

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 Telecom supports BYO (bring your own) NBN device for all Unlimited NBN Plans. For FTTN and FTTB connections a VDSL compatible modem is requi... Read More
Tangerine supports  a BYO NBN modem/router option when connecting for NBN. We do not require the VLAN tagging feature on your BYO ... Read More
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 et... Read More

NBN / 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.  ... 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 15th of the month and... Read More
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 n... 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
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
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 wil... 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

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
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
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

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
Below are the charges that apply to call international numbers from within Australia using your Telstra mobile plan with Tangerine Telecom. If you hav... 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 92% of the population. 4G de... 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

ADSL

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 pas... Read More
Modem security: all the Netcomm modems that Tangerine Telecom provides come with a preset wireless key/password that protects the user from outside us... Read More
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 g... Read More
In order to connect to Tangerine Telecom ADSL you must have a modem configured with the correct username and password. These will usually follow ... Read More

My Account

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

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