What is the NBN New Development Charge?

Quick answer: As of 2nd April 2016, the federal government requires NBN Co to charge a $300 (inc GST) charge for all connections made in areas they have identified as within the boundary of a new development.

  • If you are the first resident to move into a brand-new development, then NBN Co will charge the ISP you choose and they will pass this once off fee onto you.
  • If you are a resident moving into an apartment complex which is relatively new and at this address NBN services have never been provided and you are the first to order for the specified address, then this fee will most likely apply.

Other private fibre network operators also have this new development charge and this charge may vary slightly between operators.

If you are an Owner Occupier?

This fee is similar to the old Telstra fee to get your first telephone line connect in a new property. This used to be $299. Once you had the telephone line installed, you could then choose your telephone and ADSL Internet provider(s).

Are you renting?

If you’re renting and the NBN New Development Charge applies, we recommend that you request your landlord to reimburse you the $300 charge as it is a once off charge that only applies when the first connection is made to a property to the NBN with NBN Co or other alternate fibre operators (the next tenant won’t have to pay for it which makes it a once off property cost).

If your landlord is unwilling to reimburse you for this one-off charge, we recommend you seek advice from your State or Territory consumer protection agency as depending on the law in your State or Territory, your landlord may be required to reimburse you.

Visit the ACCC website on how to get help.

What speeds can I expect on an NBN or Zoom NBN service?

Actual throughput speeds may be slower and could vary due to many factors such as:

  • Type/source of content being downloaded
  • Hardware and software configuration
  • The number of users simultaneously using the network
  • The performance of interconnecting infrastructure not operated by ToZoom

Devices connected by Wi-Fi may experience slower speeds than those connected by Ethernet cable.

Peak times can also affect your internet speed, this is in the evening usually between 7pm and 11pm. During this time you may experience speeds below the maximum upload and download speeds.

Speed testing?

If you want an accurate speed test of your network access service, then you need to make sure you are connected on a fixed wire port and testing against at the specified server advised by our customer care team.

It is not possible to accurately test your Internet access speed via a Wi-Fi connected device as this is subject to so many external conditions and circumstances.

If you test to a server deep within the Internet (outside ToZoom’s network) then the speed is subject to many downstream issues which as a retail ISP we cannot control.

Can I change plans?

Yes, our customer service team can assist you with swapping plans to better suit your needs. Customers can change plans at any stage and the upgrade will be effective form the day of the new subscription.

How do I install my router?

Setting up your router is easy! No technician is necessary – you can do it yourself. All you need to do is plug your router into a power supply and into your apartment’s/home’s NTD. Our friendly customer service team will be happy to talk you through the process if required.

When can I plug my router in?

If you have purchased a router through us, it will be all set and ready to be plugged into your NTD as soon as you receive it. If you have chosen BYO router, you can plug your router in as soon as we send you your service login details.

Be sure to plug the router into the nominated NTD port that we advise. Normally it is port 1 but it could be another port.

Can I use my own router/modem?

A ‘BYO’ router can be used instead of a supplied ToZoom router as long as it meets certain requirements. The router must be able to be put into WAN mode on one of its LAN network ports (normally, LAN 1). This will enable the router to work with our service.

The router must be NBN compatible and have a GE Ethernet WAN port (for FTTP, FTTC, HFC and Fixed Wireless connections) or have a VDSL2 port (for FTTN connections) and be capable of routing with a minimum throughput of 100Mbps.

If you’re unsure or have any questions, please get into contact with our customer service team.

Can I use an existing router I bought from another Internet Service Provider?

A router you have received from a previous provider may have special locks or security settings which stop you from using their router with another Internet Service Provider. Please check with your previous provider to determine this. If there are no locks or security settings you may be able to use this router instead of a supplied ToZoom router. Please see ‘Can I use my own router/modem’ for more information.

The router must be NBN compatible and have a GE Ethernet WAN port (for FTTP, FTTC, HFC and Fixed Wireless connections) or have a VDSL2 port (for FTTN connections) and be capable of routing with a minimum throughput of 100Mbps.

What modem do I receive if I purchase one through ToZoom?

The router you receive is a ‘Mikrotik HAP AC Lite Tower’. It is a feature-rich 5 port router/switch and dual-band Wi-Fi access point. Pricing varies based on contract terms. Please see critical information summary for your chosen plan for more information.

Why haven’t I received my router?

The shipping time for your router usually takes between 2-3 business days but please allow up to 7 business days for it to arrive. Alternatively, you can see the exact location of your router by using the tracking information if provided.

What happens if my router is faulty?

We will replace any faulty router purchased though ToZoom as long as the router has not been tampered with or purposely damaged. If the router is found to be in working order you will be charged for the shipping of the router. Hardware purchased from ToZoom or included for free also carries a manufacturer’s 12 month warranty.

What do ‘Establishment Fees’ refer too?

Establishment fees only apply at the start of contracts that are for a period of less than 24 months. This fee is required to cover the cost of creating your account and for the initial connection your internet service.

Can I obtain a static Internet Protocol address (IP address) through ToZoom?

Yes, we are able to issue you with a static IP address. Please select that option when signing up or contact our support staff at support@tozoom.com.au

How long will my connection take?

Usually your connection will take only a few hours up to 2 days. To speed up the connection time, please make sure you have filled out your account information accurately. Incorrect information or missed fields may delay your connection.

Please be aware in most cases for connection provisioning, the period is within the same day of application. However, depending on the fibre operator, the connection could take up to 10 business days from the approved application.

What should I do if I have a complaint?

Sometimes things go wrong, but that’s why the ToZoom team is here to help. If there is an issue we want you to let us know straight away, so that we can try and solve your concerns as quickly as possible, and continually improve our services.

How do I cancel my plan?

To cancel your plan you can either login into your account at https://portal.tozoom.com.au or email accounts@tozoom.com.au with your name, address and your cut off date. Alternatively, you can call our customer care team on 1300 681 875.