Help from people who run the network.

1. Look at network status for a known outage in your area.
2. Check your nbn connection box (FTTP, HFC, FTTC) and your router are both switched on at the wall and showing their normal lights.
3. Turn your router off, wait 30 seconds, and turn it back on. Give it a few minutes to reconnect.
4. Check the cables: router WAN port to the nbn connection box, or on FTTN and FTTB, the modem-router to the phone wall socket.
5. Try a device plugged into the router with an Ethernet cable. If that works, the problem is your Wi-Fi rather than the connection.
6. Sign in to the portal. Your service page shows whether we can see your connection online right now.

Call 02 4398 7081, email hello@warp.net.au, or use the support page in your portal. It helps if you tell us:

• when it started, and whether it’s down completely or slow or dropping out;
• what lights your nbn connection box and router are showing; and
• what you’ve already tried.

Don’t let missing details stop you. We’ll ask for what we need.

We run tests on your line and on our network, and work out with you where the problem is. If it’s in your router or home wiring, we help you sort it out. If it’s in nbn’s network, we raise it with nbn, chase it, and keep you updated until it’s fixed.

Some faults need an nbn technician to visit. If a call-out charge could apply (for example, if the fault may turn out to be in your own equipment or wiring), we tell you before the visit is booked.

Faults in nbn’s network are fixed within nbn’s fault timeframes, and depend on the fault and whether a technician needs to visit. We’ll tell you what nbn has told us, including any appointment, and keep chasing.

Your service is residential grade and supplied on a best-efforts basis, so there’s no guaranteed repair time. If you depend on a working connection for your health or safety, keep a mobile phone as a backup.

On our network status page. Outages in nbn’s network appear there once nbn tells us about them. If we know an outage or planned work affects your service, we also email you.

It depends on how nbn connects your home:

• FTTP and HFC: any router with an Ethernet WAN port that supports DHCP, plugged into port UNI-D 1 on your nbn connection box.
• FTTC: any router with an Ethernet WAN port that supports DHCP, plugged into the Ethernet port on your nbn connection device.
• FTTN and FTTB: a VDSL2 modem-router that supports vectoring, plugged into your phone wall socket.
• Ultra (1000/100): your router needs a gigabit (or faster) WAN port.

Not sure what you’ve got? See getting connected or send us the make and model and we’ll tell you.

Set the internet (WAN) connection to DHCP. Some routers call it “Dynamic IP”, “Automatic IP” or “IPoE”.

• No PPPoE.
• No VLAN tagging. Leave any VLAN ID setting off or blank.
• No username or password.

If your router came from another provider, it may be set to PPPoE or a VLAN. Change it to DHCP, or reset it to factory settings and pick DHCP in the setup wizard.

Every plan comes with IPv4 shared with other customers (CGNAT) and a native IPv6 /60. If you need your own public IPv4, for hosting, a game server or remote access, add one for $10/mo on your service page in the portal or in the app. You pay only for the days it’s on.

Turning it on or off drops your connection for about 30 seconds and changes your IPv4 address. Leave your router’s WAN on DHCP: it picks up the new address by itself. If you had a public IP before it became an add-on, it stays free while you keep it switched on.

Turn on IPv6 on your router’s WAN and set it to use DHCPv6 with prefix delegation, requesting a /60. Your router then hands out addresses on your home network from that prefix. A /60 gives you 16 separate /64 networks, plenty for guest Wi-Fi, a home lab or smart-home gear.

Your delegated prefix is shown on your service page in the portal. Keep your router’s IPv6 firewall on.

Yes, with a public IP ($10/mo). Then connections from the internet reach your router directly, and port forwarding works for game servers, media servers, cameras, a VPN back home or a website. Without one your IPv4 is shared (CGNAT), so nothing can reach you over IPv4 from outside; IPv6 still can, through your router’s firewall rules.

With a public IP, your address is reachable from the whole internet, so keep your router’s firmware up to date, change default passwords, and only open what you need. The Acceptable Use Policy covers hosting, including mail servers.

Yes, on request. Email hello@warp.net.au with your service address and the hostname you want your public IPv4 address to point to (you’ll need the public IP add-on). If you’re running a mail server, set the matching forward (A) record on your domain first.

These are typical download speeds in the busy 7pm to 11pm period:

• Essential: 24 Mbps on FTTP, HFC, FTTC, FTTB, FTTN.
• Boost: 450 Mbps on FTTP, HFC; 90 Mbps on FTTC, FTTB, FTTN.
• Ultra: 850 Mbps on FTTP, HFC.

These are our initial estimates. We don’t yet have three months of our own measured busy-period data, and we’ll update them when we do.

On FTTN and FTTB, your line may not reach the plan’s maximum speed. If it can’t reach the plan you chose, we move you to a plan it can reach and refund the price difference back to the day your service went live, or you can leave without paying anything more and we refund the unused part of the period you’ve paid for.

1. Plug a computer into your router with an Ethernet cable. Wi-Fi tests measure your Wi-Fi.
2. Pause downloads, streaming and backups on other devices.
3. Use a well-known speed test site and pick a server in Australia.
4. Test a few times, at different times of day.

Check your router and computer have gigabit Ethernet ports. Older 100 Mbps ports cap your result. If wired results are well below the typical evening speed for your plan, tell us and we’ll look into it.

• Put your router somewhere central and up high, not in a cupboard or on the floor.
• Keep it away from microwaves, fish tanks, mirrors and thick walls.
• Use the 5 GHz or 6 GHz band for devices close to the router.
• In bigger or multi-storey homes, a mesh system covers far more ground than one router.
• Plug in things that stay put, like TVs, consoles and desktops.
• Older phones and laptops can’t reach the higher speeds. On Ultra, Wi-Fi 6 or Wi-Fi 7 gear makes a real difference.

Our broadband speeds page explains what affects your speed, how the evening figures are worked out, and what happens if your line can’t reach your plan.

When you order. Your first month is charged to your card, and we only place your connection order with nbn once that payment succeeds. If the payment fails, the order lapses and you owe nothing.

Month one starts on the day your service goes live, not the day you order, and runs for one month. If we can’t connect you, or you cancel before your service goes live, we refund the payment in full.

Monthly, in advance, on the anniversary of the day your service went live. Each invoice pays for the month ahead and is charged automatically to the card you saved when you ordered.

We email every invoice and adjustment note (our name for a credit note), and they’re all in the billing page in your portal. Each one shows the GST.

By debit or credit card saved on your account, charged automatically. Payments are processed by Stripe, and there’s no card surcharge.

If you’d rather not have automatic card payments, or you’re getting financial hardship help, you can pay by bank transfer (EFT) instead, at no cost. Ask us and we’ll give you the account details and keep your invoices open for you to pay. We don’t take BPAY, cash or cheques.

There are no late payment fees. If a charge fails, we email you and try again on days 1, 3, 7 and 14 after the failure. You can update your card, or pay now, from the portal at any time.

If your bank needs you to authenticate the payment, we can’t retry it automatically. It waits for you to pay it from the portal. We never suspend your service automatically.

If you’re finding it hard to pay, tell us early. We can give you more time, set up a payment plan, move you to a cheaper plan for a while, pause automatic card payments, or pause your service. See our financial hardship policy. We never use debt collectors.

A plan change takes effect when nbn completes it, usually within a day or two.

You’ve already paid for the current month at your old plan’s price, so we work out the pro-rata difference for the rest of that month:

• Upgrading: the difference is added to your next invoice.
• Downgrading: the difference is credited on your next invoice.

From your next invoice on, you’re billed at the new plan’s price.

Moving to Boost or Ultra on some FTTP and HFC premises needs an nbn connection box upgrade. If nbn charges for it, we tell you the amount before you agree to anything.

Only where nbn charges us, passed on at cost, and we tell you before you incur them. We add them to your next invoice at cost. We don’t charge them at checkout.

• nbn’s new development charge, for some newer estates and buildings;
• nbn connection box upgrades needed for Boost or Ultra on some FTTP and HFC premises, and fibre upgrade charges;
• nbn’s fees for moving nbn equipment at your request; and
• nbn’s fees for a missed appointment or an incorrect call-out. Never where nbn or we caused the miss.

We give you at least 30 days’ notice by email. A new price only applies from the first renewal that starts after the notice period ends, and you can leave before it applies at no cost.

Check your new address and place a new order. It works like any first order: you pay its first month when you order, and its month one starts when it goes live.

Your new service comes with different IP addresses. A public IP doesn’t move with you, even a free one: add it to the new order if you want one. If you host anything at home, plan for the change.

It keeps running until you cancel it, so you’re not left offline between homes. Cancel it from the portal or by contacting us once your new service is live. Cancelling works the same as it always does (see cancelling).

Yes. When you cancel the old service, we refund the unused days of the month you’ve paid for, pro-rata, to the card you paid with. There’s no further charge for the old service, and your new service’s first month is charged when you place the new order.

From the portal, or by calling or emailing us. We’ll confirm it’s you first.

• Before your service goes live: nothing. We refund your first-month payment in full.
• After it goes live: we refund the unused days of the month you’ve paid for, pro-rata, to the card you paid with. If a refund can’t go back to the card (for example, you paid by bank transfer), we pay it to you directly. Cancelling takes effect immediately. If a plan change hasn’t been invoiced yet, we net it against the refund. We never charge you for days after you cancel.

Your IPv4 address (public or shared) and IPv6 range are licensed with the service, so they come back to us when it ends.

Before a high-risk change, we confirm it’s you. That includes changing your contact details or card, cancelling, moving, transferring the account, or giving out account information.

We do it with a one-time code sent to the mobile or email already on your account, or by you making the change yourself while signed in to the portal. We never keep copies of ID documents.

Sign in to the portal to update your email, mobile or card. Please keep them current: they’re how we reach you about your service, bills and outages.

Yes. A family member, friend, carer, financial counsellor or advocate can act for you as your authorised representative. Tell us, or have them tell us with your agreement, and we’ll set it up.

Only what we need to run your service. We never sell it and don’t share it with advertisers. Our privacy policy has the detail.