Important information about your nbn service

WARP Internet is internet only. It doesn’t include a phone line or voice service, and it cannot be used to call 000 or any other number.

Keep a working mobile phone for emergencies. You can call 000 (or 112) from a mobile on any available network, even without credit. If you want a home phone as well, you’ll need a voice service from another provider.

The Customer Service Guarantee, which sets connection and repair timeframes for phone services, doesn’t apply to our service because it only covers voice.

nbn equipment in your home and your router both need mains power. If the power goes out, your WARP Internet service stops working until it comes back.

Some FTTP premises have an nbn battery backup unit. It only keeps a voice service on the connection running for a limited time, and only if you have one from another provider — it won’t keep your internet on, and we don’t provide voice. If you want your internet to survive short outages, you can run your nbn equipment and router from an uninterruptible power supply (UPS).

Many devices were built to work over the old copper phone network and may not work over nbn, or may stop working when you switch. These include:

• medical and personal emergency alarms;
• monitored security and fire alarms;
• lift emergency phones;
• EFTPOS terminals, fax machines and some older phones.

Before you connect, check with your alarm or device provider that it will work over nbn and our service. Many need a phone line, which we don’t supply, or a mobile-network (4G or 5G) module fitted instead.

If you have a medical alarm, register it with nbn’s Medical Alarm Register at nbn.com.au or by calling nbn on 1800 687 626. nbn can then contact you about your move to nbn.

Priority Assistance gives people with a diagnosed life-threatening medical condition faster connection and repair of their phone service. We don’t offer Priority Assistance.

If you, or someone you live with, has a life-threatening medical condition, get a phone service from a provider that offers Priority Assistance, and keep a mobile phone as well. You can still use WARP Internet to get your internet.

If you already have an nbn internet service with another provider, moving to WARP Internet is usually a service transfer: nbn switches your existing connection over to us, generally without a technician. There’s normally a short break in service while it happens.

• Your AVC ID. Each nbn connection has an ID starting with “AVC”. It’s on your current provider’s bill or in their app. Giving it to us makes sure we transfer the right connection, especially in apartments and homes with more than one.
• Your old service. When the transfer completes, your old provider’s internet service on that connection ends. Contact them about any contract, exit or equipment charges and to cancel anything else — we can’t cancel it for you or cover their charges.
• Phone numbers. We don’t supply voice, so we can’t port (transfer) a phone number. If your old provider supplies a home phone over the same connection, check with them first how switching your internet will affect it, and arrange to keep your number with a voice provider before you switch.
• Email addresses. An email address from your old provider may stop working when you leave them. Check with them first.

If you’re moving to nbn for the first time, your old copper phone and ADSL services will be switched off by the date nbn has set for your area. Connect to nbn before then to avoid losing service.

We place your order with nbn as soon as your first month’s payment succeeds. How long it takes to connect depends on your premises:

• nbn equipment already installed and working: usually a few working days, and nobody needs to visit.
• nbn needs to install or repair equipment: nbn books a technician appointment, and the timeframe depends on nbn’s availability in your area.
• A new home or development: see section 8.

We keep you updated by email and in the portal at each step, and your first month doesn’t start until your service is live.

If a technician needs to visit, we’ll offer you nbn’s available appointment times and confirm the one you choose. On the day:

• someone aged 18 or over needs to be home for the whole window;
• the technician will carry nbn identification — ask to see it;
• they may need access to the outside of your home, the roof space, or where your phone or cable lines come in; and
• the visit can take a few hours.

If you can’t make it, tell us as soon as possible so we can reschedule. nbn charges a fee for a missed appointment, and for a call-out where the problem turns out to be outside its network (for example, in your own equipment or wiring). We pass those fees on at cost, only after telling you about them when we book the visit, and never where nbn or we caused the missed appointment or call-out.

In a new estate or building, the developer usually has to install the pits, pipes and wiring before nbn can connect you. Check with your developer or builder that this is done. Connection can take longer than at an established home.

nbn charges a one-off new development charge at some new premises. If yours attracts one, we tell you the amount and ask you to agree before we incur it, and pass it on at cost by adding it to your next invoice. If you don’t agree, you can cancel the order and we refund your first-month payment in full.

The connection box nbn installs in your home (and, on FTTP, any battery backup unit or power supply) belongs to nbn. Please don’t move, open, disconnect or remove it, and keep it powered and well ventilated. On FTTC, the connection device inside your home also powers the line back to the street, so keep it plugged in.

If the equipment needs to be moved, contact us first. nbn may charge for relocating it, and if it does we’ll tell you the amount before anything is booked. Your router is yours — you’re free to choose, change and configure it.

nbn and we sometimes need to carry out planned maintenance. Most of it happens overnight to keep disruption low. When we get notice of planned work that will affect your service, we email you about it beforehand.

If your service stops working unexpectedly, check that your equipment has power and restart your router, then contact us. We test your line, and if the fault is in nbn’s network we report it to nbn and chase it through nbn’s fault timeframes. Ours is a residential-grade, best-efforts service.

Questions before or after you connect? Call 02 4398 7081 or email hello@warp.net.au, every day, during waking hours (Sydney time).

See also our Critical Information Summaries, Broadband speeds page and Customer Terms.