Browse through popular Frequently Asked Questions
Metwide Communications nbn™ is a broadband service delivered to you over nbn™, Australia’s new fibre network, using a variety of different broadband technologies provided by nbn™ Co. There are currently four ways Metwide Communications can connect customers to the nbn™ network:
Fibre to the Basement/Building (Metwide Communications nbn™ FTTB)
If NBN Co is re-using the existing wiring in your building, an nbn™ installer will need to connect the wiring to the nbn™ node in your building. You will need to work with your building manager to ensure the installer has access to the communications room where the node has been installed. Once your line is connected to the nbn node, the nbn installer will need access to your place to test the line so you need to make sure you are home.
If you have an existing service on your line (e.g. phone, fax or internet), access to that service will be lost during the connection of your Metwide Communications service so you may experience downtime while we complete your order. Your existing provider will be notified by NBN Co when your phone line is disconnected. Once your landline phone service is lost, you won’t be able to make calls or port your telephone number. We suggest you use a mobile phone to make voice calls in the interim.
Fibre to the Premise (Metwide Communications nbn™ FTTP)
If you already have your nbn™ connection box installed then you should think about the following before signing up:
If you answered ‘no’ to any of the above, whether you choose Metwide Communications or any other service provider, you will need to engage an electrician to re-wire the connection between your nbn™ connection box and your modem. This will allow you to connect your modem to the nbn™ connection box, and position your modem where you want it to be.
If you already have an nbn™ utility box installed, but don't yet have an nbn™ connection box installed then you can proceed with ordering your Metwide Communications service; we’ll work with NBN Co to organise an appointment for an nbn™ installer to come to your home to install an nbn™ connection box.
Prior to your NBN Co appointment, you should have a think about where you would like your nbn™ connection box installed. Some of the things you should consider when selecting a location:
Note: A standard nbn™ installation only allows for 40 metres of fibre optic cable connecting the nbn™ utility box (located outside your home) to your nbn™ connection box (located inside your home).
HFC (Hybrid Fibre Coaxial)
NBN Co is using existing HFC networks (e.g. cable internet and pay TV) to connect customers to the nbn™ network. Depending on your situation, you may need nbn™ equipment outside your house, but nbn™ Co will use any existing HFC infrastructure previously installed. An nbn™ installer will need to install an nbn™ connection box inside your house near an HFC wall-plate/socket.
Please ensure you have enough power points near your HFC wall-plate/socket to power both the nbn™ connection box and Metwide Communications modem, as well as any existing cable services (e.g. pay TV) that you want to keep.
If you have an existing cable service (e.g. internet or pay TV), access to this service will be lost during the installation of the nbn™ equipment and activation of your service. During the installation process, NBN Co will install an HFC radio frequency splitter to allow your existing services to work after the installation is complete. It is NBN Co’s responsibility to make sure your existing services still work after installation, so please get in contact with the nbn™ installer or with NBN Co if you have any issues.
If you no longer require any of your existing services after your Metwide Communications service on the nbn network is activated, please contact your current provider to disconnect that service.
Fibre to the Basement/Building (Metwide Communications nbn™ FTTB)
If NBN Co are re-using the existing wiring in your building, an nbn™ installer will need to connect the wiring to the nbn™ node in your building. You will need to work with your building manager to ensure the installer has access to the communications room where the node has been installed. Once your line is connected to the nbn node, the nbn installer will need access to your place to test the line so you need to make sure you are home.
If you have an existing service on your line (e.g. phone, fax or internet), access to that service will be lost during the connection of your Metwide Communications service so you may experience downtime while we complete your order. Your existing provider will be notified by NBN Co when your phone line is disconnected. Once your landline phone service is lost, you won’t be able to make calls or port your telephone number. We suggest you use a mobile phone to make voice calls in the interim.
Fibre to the Premise (Metwide Communications nbn™ FTTP)
If you already have your nbn™ connection box installed then you should think about the following before signing up:
If you answered ‘no’ to any of the above, whether you choose Metwide Communications or any other service provider, you will need to engage an electrician to re-wire the connection between your nbn™ connection box and your modem. This will allow you to connect your modem to the nbn™ connection box, and position your modem where you want it to be.
If you already have an nbn™ utility box installed, but don't yet have an nbn™ connection box installed then you can proceed with ordering your Metwide Communications service; we’ll work with NBN Co to organise an appointment for an nbn™ installer to come to your home to install an nbn™ connection box.
Prior to your NBN Co appointment, you should have a think about where you would like your nbn™ connection box installed. Some of the things you should consider when selecting a location:
Note: A standard nbn™ installation only allows for 40 metres of fibre optic cable connecting the nbn™ utility box (located outside your home) to your nbn™ connection box (located inside your home).
HFC (Hybrid Fibre Coaxial)
NBN Co is using existing HFC networks (e.g. cable internet and pay TV) to connect customers to the nbn™ network. Depending on your situation, you may need nbn™ equipment outside your house, but nbn™ Co will use any existing HFC infrastructure previously installed. An nbn™ installer will need to install an nbn™ connection box inside your house near an HFC wall-plate/socket.
Please ensure you have enough power points near your HFC wall-plate/socket to power both the nbn™ connection box and Metwide Communications modem, as well as any existing cable services (e.g. pay TV) that you want to keep.
If you have an existing cable service (e.g. internet or pay TV), access to this service will be lost during the installation of the nbn™ equipment and activation of your service. During the installation process, NBN Co will install an HFC radio frequency splitter to allow your existing services to work after the installation is complete. It is NBN Co’s responsibility to make sure your existing services still work after installation, so please get in contact with the nbn™ installer or with NBN Co if you have any issues.
If you no longer require any of your existing services after your Metwide Communications service on the nbn network is activated, please contact your current provider to disconnect that service.
Check your address to find out if the nbn™ network is available at your address. Then to sign up, we'll need the following:
You need to get the property owner’s permission to install an nbn™ Connection Box at the property before you can be connected to the nbn™ service. We recommend you speak to your property manager or land lord to discuss the connection.
You sure will. But make sure that your Body Corporate has registered to be upgraded to the nbn™ so the design work can be completed.
No, you don’t need a phone line to get connected to Metwide Communications nbn™.
Either you or somebody else over the age of 18 who is authorised to act on your behalf has to be home for the duration of the installation appointment. You will need to be there to let the NBN Co technician in, tell them where you’d like your nbn™ connection box installed, and at the completion of the installation sign a form confirming you’re happy with the location of your installed nbn™ connection box.
Yes, in most cases we can port your existing telephone number over to the nbn™.
To be sure you keep your phone number, specify that you’d like to keep your existing telephone number when you sign up online.
Alternatively, call our friendly Sales Team on 1300 300 210 to discuss the matter further.
The nbn™ network is currently being rolled out region-by-region. nbn co anticipate the rollout of the network will take until 2020 to complete.
We have a handy nbn™ coverage map where you can check to see if construction has commenced in your location. Unfortunately we can't provide any timetables if the nbn™ roll-out hasn't started in your area yet. Information in the roll-out map is updated regularly, so keep checking!
You may wish to join our nbn™ Wait List so we’ll let you know how the rollout is progressing and when it will become live in your area.
If you already have an active nbn™ FTTP, FTTN, FTTB or Fixed Wireless service connected at your address and you'd like to switch to an Metwide Communications nbn™ plan, please call us on 1300 300 210 between 9AM-5PM (AEST), Monday to Friday, to arrange a Service Transfer. Once lodged, Service Transfers typically take less than 2 business days to complete, and downtime is typically less than 24 hours.
To set you up with Metwide Communications on the nbn™ you will need to live in an nbn™-ready area. The installation appointment will be required for a NBN Co technician to install an nbn™ connection box inside your home. This is the piece of equipment to which your Metwide Communications modem will be connected.
Once NBN Co completes the installation of the nbn™ connection box, we can then get your Metwide Communications service activated. Typically between 2-7 business days following the NBN Co installation, we’ll send you an SMS confirming your service is ready to use.
Note regardless of which service provider you choose for your nbn™ service, you will still need an appointment with NBN Co to install an nbn™ connection box (if you don’t already have one installed), prior to setting up your nbn™ service.
We will arrange for nbn™ to install your service. We’ve sent you an SMS about being present onsite on the day, so please refer to it for more information.
If you need to be present for your technician’s appointment, please ensure you are there or arrange someone over the age of 18 who can act on your behalf.
To get you connected, the technician will need access to your building’s communications room. You will need to organise this with your building manager.
Either you or somebody else over the age of 18 who is authorised to act on your behalf has to be home for the duration of the installation appointment. You will need to be there to let the NBN Co technician in, tell them where you’d like your nbn™ Connection Box installed, and at the completion of the installation sign a form confirming you’re happy with the location of your installed nbn™ connection box.
The instructions below cover a few simple steps to get your Metwide Communications supplied modem up and running.
If you are using your own modem, then please also refer to the “USING YOUR OWN MODEM” section below.
To help you identify your nbn™ equipment, here is a picture of the typical nbn™ equipment found inside and outside your home.
You can connect to the internet with your Metwide Communications service one of two ways, using Wi-FI or an Ethernet cable.
WIFI
ETHERNET
If you are using your own modem, as opposed to a modem supplied by Metwide Communications, then use the following settings while following the setup guide for your modem.
Even if you are using your own modem, “CONNECTING THE HARDWARE” section is still relevant.
The instructions below cover a few simple steps to get your Metwide Communications supplied modem up and running.
If you are using your own modem, then please also refer to the “USING YOUR OWN MODEM” section below.
Your Metwide Communications modem will connect to any telephone wall socket. For the best Wi-Fi coverage, place your modem as central as possible to where you use your Wi-Fi devices the most.
You can connect to the internet with your Metwide Communications service one of two ways, using Wi-FI or an Ethernet cable.
WIFI
ETHERNET
If you are using your own modem, as opposed to a modem supplied by Metwide Communications, then use the following settings while following the setup guide for your modem.
Even if you are using your own modem, CONNECTING THE HARDWARE section is still relevant.
The instructions below cover a few simple steps to get your Metwide Communications supplied modem up and running.
If you are using your own modem, then please also refer to the “Using your Own Modem” section below.
You can connect to the internet with your Metwide Communications service one of two ways, using Wi-FI or an Ethernet cable.
WIFI
You can connect all of your laptops, tablets, smartphones and other Wi-Fi enabled devices via this method
ETHERNET
If you are using your own modem, as opposed to a modem supplied by Metwide Communications, then use the following settings while following the setup guide for your modem.
Even if you are using your own modem, CONNECTING THE HARDWARE section is still relevant.
The instructions below cover a few simple steps to get your Metwide Communications supplied modem up and running.
If you are using your own modem, then please also refer to the USING YOUR MODEM section below.
To help you identify your nbn™ equipment, here is a picture of the typical nbn™ equipment found inside and outside your home.
You can connect to the internet with your Metwide Communications service one of two ways, using Wi-FI or an Ethernet cable.
WIFI
You can connect all of your laptops, tablets, smartphones and other Wi-Fi enabled devices via this method
ETHERNET
If you are using your own modem, as opposed to a modem supplied by Metwide Communications, then use the following settings while following the setup guide for your modem.
Even if you are using your own modem, “CONNECTING THE HARDWARE” section is still relevant.
If you're unable to connect to the internet and you are on the nbn™, please try these troubleshooting steps.
Remove the power cable from the back of your modem for 60 seconds, then plug it back in. After approximately 2 minutes the lights on the modem should settle into a stable pattern.
Are you able to connect to the internet?
If No, please go to Step 2.
Are your cables connected as on the image below?
If not, please change your cable setup to match it.
If your cables setup matches the image and the internet still isn't working, go to the next step.
Has there ever been an internet or phone connection installed previously at this address?
On your modem, the DSL light is:
Check if you can connect to the Internet. Not able to browse? The problem could be the phone cable between the modem and the wall socket.
If you can connect the modem to the nbn™ Wall Socket using a different phone cable.
If you can connect to the Internet now, it looks like your phone cable was faulty. Please continue using the cable you have plugged in now.
Not able to browse? Continue to the next step.
If you can, please check the following:
If you can connect to the Internet now, it looks like your Ethernet cable was faulty. Please continue using the cable you have plugged in now.
If you still cannot connect, please go to the next item.
If you can connect to the Internet now, it looks like the problem is with your first device. It could be a hardware problem or the way it's configured.
If you still cannot connect, it means the internet is not working on more than one device and you have tried more than one cable. Please go to Step 9.
If you have tried all the above steps it may help to restore the factory default settings.
Please note: all settings in your modem are deleted during this process.
With a nbn™ installation only one of your wall sockets will work on the nbn™ network, all the other sockets inside your property will no longer work.
In most instances nbn™ CO will activate the closest outlet to where any cables enter the property (most likely towards the front of the property) However depending on the phone wiring inside your property this outlet may not be the one you previously used on a DSL internet connection.
The only way to test this is to test out the other sockets on your property.
Thanks for trying to troubleshoot the problem, it looks like we'll need to investigate it further with you. Please contact us on 1300 300 210 so we can help you out.
If you are experiencing connection dropouts on an nbn™ Fibre to the Building or Fibre to the Node (FTTB/FTTN) service try the troubleshooting steps below.
Remove the power cable from the back of your modem for 60 seconds, then plug it back in. After approximately 2 minutes the lights on the modem should settle into a stable pattern.
Are you able to connect to the internet?
If No, please go to Step 2.
Are your cables connected as on the image below?
If not, please change your cable setup to match it.
If your cables setup matches the image and the internet still isn't working, go to the next step.
Has there ever been an internet or phone connection installed previously at this address?
Restart your modem again and try open a web page. Not able to browse? Continue to the next step.
Conduct an 'isolation test' to identify if the issue is caused by another piece of equipment connected to your phone sockets.
Does this stop the dropouts?
You will need to experiment with different devices or combination of devices to identify which it is. Ideally, you should plug in one device at a time and briefly monitor your internet connection for dropouts before plugging in another device. This will help you identify any specific hardware that may be causing the dropouts.
The problem could be the phone cable between the modem and the wall socket, Ethernet cable connecting your computer to the modem, or a faulty modem.
If possible, please try the following.
If you still experience dropouts, please go to the next step.
Thanks for trying to troubleshoot the problem, it looks like we'll need to investigate it further with you. Please contact us on 1300 300 210 so we can help you out.
If you are experiencing speed issues on an nbn™ Fibre to the Building or Fibre to the Node (FTTB/FTTN) service try the troubleshooting steps below.
Please note: no matter what nbn™ technology you have, your nbn™ service can never go faster than the maximum line speed available at your premises. Due to a number of factors that affect your speed, your actual internet speed will often be less than the maximum line speed, particularly in peak periods.
Please turn you computer off, wait 45 sec and then turn it back on. This will allow it's operating system to refresh, complete any updates and reset its connection to your ADSL modem.
Once it's restarted check if the connection is still slow.
If it's still happening, please go to Step 2.
Power cycle your modem by turning the modem off for 20 seconds and then turning it back on. Wait about a minute for the modem to establish a stable connection and test again.
If the connection is still slow, please go to Step 3.
Close all of your internet browser windows, including this one. Then re-open a single browser window and clear its cache.
A browser cache is a group of files, images, objects that are stored locally on your computer to speed up browsing. Sometimes having a large cache can affect the performance of the browser software itself.
Different browsers and browser versions will have specific steps to clear their cache. We recommend using your browser's help menu for assistance with cache clearing.
After you've cleared your cache - close your browser window, reopen it and check the connection speed again.
You may have software running in the background that's taking up your bandwidth.
Common software includes:
Try shutting down any of this software that you have running.
Could you browse normally after turning off background software?
Skip this step if your modem/router is already directly connected to your computer via an Ethernet cable.
Could you browse normally after connecting directly to your modem/router via an Ethernet cable?
Please try the following:
Conduct an 'isolation test' to identify if the issue is caused by another piece of equipment connected to your phone sockets.
Is the connection speed back to normal?
You will need to experiment with different devices or combination of devices to identify which it is. Ideally, you should plug in one device at a time and check the connection speed before plugging in another device. This will help you identify any specific hardware that may be causing the speed issue.
Thanks for trying to troubleshoot the problem, it looks like we'll need to investigate it further with you. Please contact us on 1300 300 210 so we can help you out.