HELP & FAQ'S

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FREQUENTLY ASKED QUESTIONS - NBN

What is the National Broadband Network (nbn)?

The new broadband network will help your business become more productive, more efficient and more than ready for a digital future. It will also allow potential reduced costs for voice services via ‘Hosted’ and ‘Over-The-Top’ voice solutions through your internet connection. 

How will the nbn affect me?

The nbn™ is essential for Australia’s digital evolution and is designed to provide access to a minimum level of broadband services across the nation. Not only will you get faster connections and consistent speeds, it will enable your business to take advantage of digital technologies regardless of your location, gain valuable access to new markets and compete on a global scale.

 

When is the nbn coming to my area?

The nbn™ is rolling out the network in a staged process all over Australia.  Some areas are already nbn™ -ready, while new areas are being connected every month.  To find out when nbnä will be available in your area, check out the nbn™ website. And there’s no need to worry, you will be given plenty of notice when the nbn™ is coming to your area. You can also register your details via our website and we’ll keep you updated and let you know when it’s about to go live in your area. For more information, contact our team on 1300 81 67 67.

How do I get connected to the nbn?

Getting connected is easier than you might think. Once you’ve checked that the nbnä is in your area via our rollout map contact our nbn™ team on 1300 81 6 7 67 and they’ll guide you through the process. You may need a technician to visit your premise to complete the installation but our experts are here to ensure you have a smooth transition to the new network. 

How does the nbn work?

The nbn™will use a mixture of technologies.  Depending on your location, your business will get connected to the nbnä through either Fibre to the Premises (FTTP), Fibre to the Node (FTTN), Fibre to the Building (FTTB). Fixed Wireless, or Satellite. Commander offers FTTP, FTTN, FTTB and Fixed Wireless however it does not offer Satellite. 

Fibre 

Whether it’s underground or via overhead lines the nbnä fibre-optic cable will (in most cases) run right up to your place of business.

Fixed Wireless

For businesses in less densely populated areas a fibre-optic cable will run to a local transmission base station where a signal will make its way to an antenna on your roof.

What equipment will I need?

Depending on your requirements and current technology you will need to have the following equipment installed:

For Fibre to the Premise (FTTP)

Premises Connection Device (PCD)

This will installed by the nbnä to the outside of your building. You will need to choose a place outside your building that is both accessible and clear of obstructions. Your nbn™installer may fit this prior to connection, in preparation for the ‘Ready for Service’ date in your area

Network Termination Device (NTD)

This will be installed inside your building by the nbnä. This must be located within 3 metre of a power point and close to where you want your router.

Battery Backup (optional)

The Battery Backup should provide you with a total of approximately 5 hours of backup battery power without mains power under typical circumstances which can be assessed to make calls over a standard non-powered telephone connected to an appropriate service over one of the NTD voice ports in an emergency. Please note that a battery will be installed if you do not specify not to.

Router

The Router will be provided by Axecom.

For Fibre to the Node/Fibre to the Basement (FTTN/FTTB)

You will require a compatible router from Axecom to plug your phone and internet into.

To ensure the continuity of your voice service and is provisioned under the same number, your provider should include voice band continuity as part of the order.

What do I need to do before connecting to the nbn?

There are a few things every household and business needs to consider when they move to the nbn™ network and please remember that moving to the nbnä is not automatic.

- Before upgrading to the nbn™ check what other services may be affected, things like alarms, EFTPoS/HiCaps and fax machine will also be affected by this change.

- Consider the locations for the Premises Connection Device (PCD) and the Network Termination Device (NTD)

- Planning is the key.  Think about the services you need to switch over now and what you are likely to need in the future as your business expands.  Call our nbnä team on 1300 81 67 67 to help you future-proof your business communications.

 

What do I need to consider when selecting the location of my new nbn equipment ?

Please consider the following when selecting the location of your nbn™ equipment.

- Ensure the location is within 40 meters of a utility box outside your premise

- Ensure the location is within 3 metres of a power point

- Select a place that is close to where you have/will have your router

- Select a place that is well ventilated, away from extreme temperatures, dampness, steam dirt or dust

- If you have a small telephone system, how far is it from your Main Distribution Frame (MDF) or nbnä connection point?

Your nbn™ installer will advise you if your selected location is possible or whether you will need to pay extra for installation.

It is important that you also think about your internal wiring requirements, as depending on your needs changes may be required.  Please note that the installation of the nbn™ does not include additional network wiring and any additional wiring will be your responsibility. Please call our nbn™ team on 1300 81 67 67 if you have any questions.

What happens when the copper network gets disconnected ?

These services will be permanently switched off around 18 months after an area is announced as nbnä ready. If you wish to continue to make calls and remain connected to the internet you will need to upgrade to an nbn™ service/plan. This means that simple installation of the NBN box and connection to a data service does not stop disconnection – You need to make sure your voice services are migrated to the nbn™ too.

Please note that copper services may not be disconnected for premises connected by either fixed wireless or the satellite service.  Currently only the FTTP/B/N parts of the nbnä network are currently subject to copper disconnections.

What services are being disconnected ?

The nbn™ is the new telecommunications network for Australia.  This network will replace almost all existing landline phone, ADSL internet and Telstra cable internet services.  These services will be permanently switched off around 18 months after an area is announced as nbnä ready. In the short-term, only fixed line PSTN services will be disconnected, with more complex services being disconnected in the future.

Please note that copper services may not be disconnected for premises connected by either fixed wireless or the satellite service.  Currently only the FTTP/B/N parts of the nbnä network are subject to copper disconnections.

Will my security alarm, EFTPOS or fax machine work when I switch to the nbn?

The rollout of the nbnä network will involve new technologies and some existing devices may not be compatible with these at all times.  Axecom will advise whether their equipment will work when connected to the nbn™ and if necessary, what alternative solutions are available.

FREQUENTLY ASKED QUESTIONS - GENERAL

What happens now that I have signed up with Axecom?

Upon signing up with Axecom you will have received a Welcome Pack, which contains helpful information as well as all of our customer care phone numbers. Your current provider will send you a final invoice (due to current providers terms you may be eligible for a credit for payments made in advance). Axecom invoices your company either on the 1st of the month which will include the pro-rata period which is explained in detail in the Welcome Pack.

What is CSG?

CSG stands for Customer Service Guarantee. The CSG is a performance standard created by the Australian Communications and Media Authority (ACMA). This standard can provide financial compensation to customers who are affected by delays in service connections and fault repairs. It also covers missed appointments. However, some exemptions do apply.

Will there be any interruption to my service/s?

There will be no interruption to your service; you won’t even notice the change over to Axecom.

What network does Axecom use?

Axecom uses the Telstra Network for all our PSTN & ISDN (landline) services throughout Australia. It is one of the most reliable networks in Australia.

If I have an issue with my service does that mean Telstra is responsible?

As a Axecom customer, Telstra are not responsible for the service we provide to you. Axecom manages all your invoices, services and accounts. Any issues you have are Axecom concern and as such should be directed to Axecom Customer Care.

Will Telstra bill me if I'm still technically on their network?

No, as you are a Axecom customer, your monthly bill will be a Axecom Invoice. We are a wholesaler of Telstra, so in other words we resell Telstra services. This means we only use Telstra’s Network to deliver our cost effective plans to you.

When will I receive my first bill with Axecom?

You will receive your first bill with Axecom in the first week of the following month after signing up with Axecom.

Who can I call if I have a query about the services or billing on my account?

Our Customer Care team is made up of Customer Care Managers. Each member in our Customer Care team is trained to be able to assist you on any query whether it is a billing or service query. Our team is available by calling 1300-81-67-67, 9am-6pm weekdays - or alternatively can be contacted via email on customercare@Axecom.com.au

What if I want to change the plan I am on?

FAULTS + TECHNICAL ASSISTANCE

What happens if I have a line issue/ fault on my line?

Please Call our Customer Care team on 1300-81-67-67 and one of the trained staff will manage and report your fault immediately. Should a technician need to visit the premises, they will schedule a technician for you as well. Our Customer Care team is available from 9am-6pm weekdays.

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