Frequently Asked Questions

You will receive a notification to confirm that you were signed up and then again when your service is active, which will include your service details for your modem setup.

Call our office to reschedule the first available appointment that suits you.

You can cancel your service by leaving a message on My Account portal under the “Service Desk” tab.  Keep in mind that we require a 30 days’ notice.

There could be an outage or disconnection problem in your area. Please contact FibreMax Support to check your current status.

Yes, you can buy a modem that is pre-configured to your address.

No cancellation fees apply.

We do not believe in charging our customers connection fees for our service plans.  If you are in a new housing development or decide to have a new line connected you may be liable for an additional charge as dictated by the nbn™.  If this occurs, you will be notified when confirming your order.

Before you cancel any services, we recommend waiting until your service is active with us to ensure you don’t have any down time.  After this you need to contact your previous provider to prevent unnecessary payments.

Payments are processed on the 10^th of each month or the first business day thereafter.

If your address doesn’t appear when you check your address, or if you would like to request an additional connection on a property with more than one residence on it, you’ll need to contact FibreMax. We will contact nbn™ to assist in making these changes.  As part of the process, we may request information such as the coordinates of the property you wish to connect, and proof that the property is occupied.

No, unfortunately not.

If you are having trouble connecting you can reach out to our support team and they will be able to confirm if there is a planned outage in your area.

No, they each have their unique username and password.

Please connect the nbn™ connection box (NCD) to the wall socket as per instructions included.  You can now connect the WAN port of your modem to the Gateway port on the back of the nbn™ connection box (NCD).  Setup your modem with the username and password provided.  Make sure your modem is setup based on our instructions (available in My Account at the SERVICE DESK tab) – https://myaccount.fibremax.com.au/, that will generate data flow required by nbn™ to fully provision your service.  This can take up to 24 hours.

An nbn™ connection box (NCD) order will be placed when you sign up.  You will be provided with the shipping details.  No technician appointment is required. 

• Reset your router or modem to its factory default settings.
• Select the appropriate Connection Type (FTTN=VDSL/DSL | FTTC&FTTP=ETH/WAN).
• Enable VLAN Tagged and set VLAN ID = 100 (If your service is set up as “tagged”).
• Enable PPPoE and enter your username and password.
• Set IP to Dynamic.

Yes it is.

• Reset your modem to factory default.
• Log into your modem again using the tplinkmodem.net in your browser.
• Type in your new password and tap “Let’s Get Started”.
• Select your Region and Time Zone and tap “Next”.
• Tap on “Advanced” TAB.
• Tap “Network” and then “ETH Internet” and “Delete All”.
• Tap “DSL Internet” and “Delete All”.
• At DSL Internet tap “+Add”.
• Check to enable VLAN ID and set VLAN ID = 100 (if your service is set as “tagged”).
• Internet Connection Type already set to PPPoE.
• Enter Username and Password x 2.
• Tap OK.

All customers are allocated a Dynamic IP from our pool.  This is a unique WAN public IP.  If you disconnect your session it may happen that you will be allocated a new IP.  IP’s are therefore not fixed.

Note our IP’s are not CG NAT IP’s.  It is therefore not shared with other users but unique to the user it has been allocated to.

We do have a FIX IP enhanced service feature.  This is an address block of 4 IP’s that will be issued.  Two of the IP’s will be the Network & Broadcast IP setup.  This will allow the customer with 2 unique FIX IP’s that can be used for their required solution.  Typically, 2 hosted solutions.  Log into our website https://www.fibremaxhero.com.au/ for prices.

Yes

For more information go to can I get nbn™  in an outbuilding  or granny flat?

Direct debit is a pre-authorised payment set to a fixed or varying amount to be paid by the customer to the supplier. It is important to remember that with direct debit, the customer is always in control of their spending and their payments.

For your convenience your bill will be emailed to you on your billing cycle date for services commencing from the date your service is activated.  You can also access your previous invoices by logging into your online account.

You will be notified of the failed payment by email advising you to contact FibreMax to arrange for a follow up payment.  You will also receive a SMS when your credit card is about to expire.

In case of a payment being declined a fee will be charged of $14.80 according to the fee structure of our debit software provider.

We advise you to be proactive with your account.  Sometimes unforeseen things happen, simply contact us and arrange a payment plan before you incur further costs.

You need to contact FibreMax if you wish to cancel your payment schedule.  The cancellation can be actioned immediately.

Direct debit is a highly secure and reliable payment platform.  FibreMax uses a direct debit software provider that is fully PCI Compliant.

You can update your payment details by logging in to your account and changing your details or contact our support team through our online messaging system or sending an email to accounts@fibremax.com.au.

The following fees may be applicable:

$5.50     A once off administration fee when a direct debit or credit card is set up

$0.99     For every transaction taken from a bank account

2 %         Surcharge for every transaction taken from a credit card