From order to online.

Check your address to see which plans your place can get. We connect nbn fixed-line services: FTTP, HFC, FTTC, FTTB and FTTN. We can’t connect nbn Fixed Wireless or Satellite.

Pick a plan and pay for your first month with a debit or credit card. There’s no setup fee and no contract. We only place your connection order with nbn once that payment succeeds. If it fails, the order lapses and you owe nothing.

We keep you updated by email and in the portal at each step. How long it takes 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. The timeframe depends on nbn’s availability in your area.
• A new home or development: it can take longer, depending on whether nbn has finished connecting your street or building.

If a technician needs to visit, someone aged 18 or over must be home for the whole appointment window. The technician installs or checks the nbn equipment at your place, such as the connection box and the cabling to it, and tests that the line works. They don’t set up your router or Wi-Fi. That part’s yours, and we’ll help.

Can’t make the appointment? Tell us as early as you can and we’ll ask nbn to reschedule. nbn can charge for a missed appointment. We’ll never pass that on where nbn or we caused the miss.

You bring your own router. We don’t supply or sell one. Which one you need depends on how nbn connects your home. When you check your address, we show you which technology your place uses.

• On Ultra (1000/100), your router needs a gigabit (or faster) WAN port.
• Set the WAN to DHCP (sometimes called Dynamic IP, Automatic IP or IPoE). No PPPoE, no VLAN, and no username or password.
• For IPv6, turn on DHCPv6 with prefix delegation and request a /60.
• Using a router from your old provider? It may be locked to PPPoE or a VLAN. Change those settings or reset it to factory settings first.

Not sure your router will work? Email the make and model to hello@warp.net.au and we’ll tell you.

When we tell you your service is live, connect your router as shown in the table and switch it on. There’s nothing to log in to: your router gets its address automatically by DHCP. Give it a few minutes.

You’ll know it’s working when:

• your router’s internet or WAN light is on steady;
• websites load on a device connected to it; and
• your router’s status page shows the IPv4 address on your service page in the portal (a 100.64.x.x address if your IPv4 is shared).

Your service page also shows your IPv6 prefix and whether we can see your connection online right now.

• Have your AVC ID handy. It’s the ID starting with “AVC” on your current provider’s bill or in their app. It makes sure we transfer the right connection, especially in apartments and homes with more than one.
• Your old provider’s charges. When the transfer completes, their 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.
• Email addresses. An email address from your old provider may stop working when you leave them. Check with them first and move anything important.
• Home phone. We don’t supply a phone service, so we can’t transfer a phone number, and your WARP Internet service can’t make calls to 000. If your old provider supplies a home phone over the same connection, arrange to keep your number with a voice provider before you switch.

Our important nbn information covers power outages, medical and security alarms, and Priority Assistance.

Your first month starts on the day your service goes live, not the day you order, and runs for one month. So you never pay for time spent waiting for nbn.

After that you’re billed monthly in advance, on the anniversary of your go-live date. Each invoice pays for the month ahead and is charged automatically to your card. See billing and payments for the details.