Documentation

What happens after I order

1. Confirmation. We email an order confirmation with a reference number (e.g. CF12345678) within a few minutes of submission.
2. nbn co qualification. Our ops team qualifies your address with nbn co, usually within 2 business hours. If a technician visit is needed, we coordinate the appointment with you.
3. Activation. On activation day, plug your router into the nbn® socket (UNI-D1 on most FTTP boxes) and it will auto-connect within 5 minutes using the credentials we pre-configure.
4. Welcome pack. A welcome email goes out including your service number, support contacts, and portal login details.

How to read the lights on your NBN Connection Box

FTTP (NBN Connection Box):

• Power – solid green: powered on
• Optical – solid green: connected to the nbn® network
• UNI-D1/2/3/4 – solid green: Ethernet connected to your router
• UNI-V1/2 – ignore unless you have nbn co-supplied voice (we don’t use these; we deliver VoIP through the router instead)

HFC (Arris Touchstone): solid blue means good; flashing red means contact us.

Ubiquiti UniFi Express — first-time setup

1. Plug a standard Ethernet cable from the WAN port on the back of the UniFi Express to the UNI-D1 port on the NBN Connection Box (FTTP) or to the HFC modem’s LAN port.
2. Plug the power adapter into the UniFi Express and wait 60–90 seconds for the LED to go steady white.
3. Download the UniFi Network app from the App Store or Play Store.
4. Open the app — it auto-discovers the UniFi Express via Bluetooth. Follow the wizard to set a device password and Wi-Fi SSID.
5. When prompted for the internet connection type, select PPPoE and enter the PPPoE username and password we emailed you. (Some wholesale hand-offs use DHCP — we’ll specify in your welcome email.)
6. Wait ~30 seconds for the connection to establish. You’re online.

Ubiquiti UniFi Dream Router 7 — first-time setup

1. Plug the UDR7 WAN port into your NBN Connection Box (UNI-D1 on FTTP, or LAN port on HFC/FTTN modem).
2. Power on and wait 60–90 seconds for the LED to go steady white.
3. In the UniFi Network app, follow the setup wizard — it detects the UDR7 via Bluetooth and guides you through SSID and admin password creation.
4. Choose PPPoE as the internet connection type and enter the PPPoE credentials from your welcome email.
5. Optional: enable WiFi 7, WPA3, and guest networks from the app once initial setup is complete.
6. The UDR7 will self-update firmware nightly by default — leave this on unless you have a specific reason to disable it.

Using your own router (BYO)

Any modern nbn®-compatible router with a WAN port will work. You’ll need to configure it manually:

• Connection type: PPPoE (for most FTTP/HFC/FTTN/FTTC) or DHCP (for some wholesale hand-offs — we’ll specify).
• Username: provided in your welcome email.
• Password: provided in your welcome email.
• MTU: 1492 (PPPoE).
• VLAN tagging: not required for standard nbn® access.

Analogue phone via router FXS port

1. Make sure your VoIP add-on is activated (check your welcome email or customer portal).
2. Plug a standard analogue phone cord from your telephone handset into the Phone 1 (FXS) port on the back of the router.
3. Pick up the handset — within 5 seconds you should hear a dial tone.
4. Make a test call to a mobile to confirm both directions work.

Fanvil desk phone (business customers)

For business customers using our managed VoIP, Centrefit pre-provisions Fanvil handsets before dispatch. Plug them into the data network via Ethernet — they auto-discover our PBX and register. Full feature documentation (BLF, call park, conference, voicemail) is published on the customer portal.

Keeping your existing number (porting)

To port an existing landline or VoIP number to us, we need:

• The full current number in E.164 format (e.g. +61731234567).
• The current carrier (Telstra, Optus, Aussie Broadband, etc).
• The account number or customer reference with your current carrier.
• A signed Letter of Authorisation (LOA) — we email the template.

Porting takes 5–15 business days. You’ll have both old and new services running in parallel during the window.

FTTP (Fibre to the Premises)

A fibre cable runs all the way into your building and terminates at an NBN Connection Box. Delivers the full 1000/400 Mbps tier reliably. No copper, no cabinet bottleneck. The gold standard.

HFC (Hybrid Fibre Coaxial)

Fibre to a street-level node, then existing coaxial cable into your building. Typically delivers up to the 500/200 tier, sometimes higher. Very stable once installed.

FTTC (Fibre to the Curb)

Fibre to a small pit in the footpath; the last ~10m is copper into your building. Generally supports up to 250/25. Real-world speeds depend on copper quality.

FTTN (Fibre to the Node)

Fibre to a street cabinet, then copper back to your building. The oldest nbn® technology — works but speed drops with distance from the node. Frequently capped at 50/20 or 100/20 in practice. Eligible customers may qualify for a free FTTP upgrade via nbn co’s program.

Fixed Wireless

For rural and regional areas. A radio antenna on your roof connects to an nbn® tower. Modern Fixed Wireless can deliver 100/40 reliably but performance varies with weather and tower load.